Hey Howdy Hey Michelle and welcome to planDisney!
Technology is always great until it does not work as we need it to, right? Sometimes the app can be a little particular about things but Hakuna Matata, let's run through some things to see what we can do.
The first thing I would do is to make sure that you have your reservation linked to your
My Disney Experience account online. I have had my share of issues with the app in the past, but the site seems like it is more consistent. After you verify that your information is linked on the site, try to log out of the app and then back in. Sometimes you have to log out and completely close the app for a true reset.
If you are still having problems, the next step would be uninstalling the app on your smart device. Uninstall the app and then reinstall. Log back in and see if there is any change. Hopefully, by now you can get some positive results. If not the next step would be getting in contact with Disney. I have had success at getting things like this resolved via the
chat option from the Help Center page or you can always
call Disney at (407) 939-4357 and a Cast Member will be able to help you through.
Good luck in getting things resolved and I hope you have fun planning the rest of your trip. Let us know if you have any further questions.
Have a Magical Day,
Nick