Hello Sharon!
Welcome to planDisney! I love
Disney PhotoPass so much that I made sure I had to add
Memory Maker to my Annual Pass so that I can easily download all the images from every attraction and photo op moment. I have yet to take a good attraction photo as my face cannot stay calm but I do love laughing at them. I hope yours turned out better. No matter what, they are happy memories!
It sometimes happens that a picture I was very excited about doesn't appear in my
Disney PhotoPass gallery. I had this happen before and I was advised by Disney PhotoPass Cast Members to email Guest Support. Guest Support for Disney PhotoPass can be reached via email at
DisneyPhotoPass_support@DisneyWorld.com or call 407-560-4300. They are open Monday to Sunday from 9 am to 9 pm EST. When emailing them, include as many details about the date and time when that image could have been taken. I would also consider including any photos of you all and your outfits from that day so they can find you. Don't forget to mention you were exploring Arendelle while on
Frozen Ever After. I also suggest including your
My Disney Experience Account email so that they can just send the image to your gallery.
I hope this helps and if you have any questions please
let me know!
Happy Planning!
-Nimmy