Hello Sharon,
Welcome to planDisney, and thanks so much for reaching out to me with your concerns.
I'm so sorry to hear your holiday at Walt Disney World Resort has begun with some less-than-magical news pertaining to your
Disney Genie+ purchase which was made as part of your original booking from the UK-based
Walt Disney Travel Company.
My best advice would be for you to check back on your Disney Will Call confirmation emails which should provide full details of your
Magic Ticket and Disney Genie+ purchases. After finding your original booking confirmations, you'll be able to speak in person once again with Cast Members at any
Guest Relations location,
Lobby Concierge, or
Front Desk Services at your
Disney Resorts Collection hotel.
Sharon, I'm happy to share with you that in my own personal experience, Cast Members are usually more than willing to work with Guests to find the very best way forward with any hiccups or technical glitches found within
My Disney Experience.
As a last thought, if you so wish you could also speak with Cast Members over the phone by dialling the most appropriate numbers found on the touchpad on your in-room telephone in your Disney Resorts Collection hotel. Or, by dialling the numbers for
Existing Tickets or
My Disney Experience, MagicBand and MagicBand+ contained within this handy
Walt Disney World Resort Phone Directory.
I sincerely hope I've been able to provide both some advice and reassurance for you today Sharon. Please know it's my hope that with just a little extra faith, trust, and pixie dust you'll soon be able to carry on and enjoy the rest of your jolly holiday at the most magical place on earth.
Have a great Disney day ~
Jane
Your UK-based planDisney Panellist