Family at EPCOT Festival of the Holidays; father holding son; mother eating a cookie wearing Santa hat
  • On Oct 2, 2023
    Mary from MI Asked Please note that experiences, policies, pricing and other offerings are subject to change and may have changed since the date of this answer.

    My Disney experience won’t let me use facial recognition without having to get a pass code texted to me every time. I fear with an upcoming two week vacation, this will be a hindrance in the parks. Can you help me out with this?

    Hi Mary,

    Welcome to planDisney. I'm sorry to hear your My Disney Experience App is giving you a bit of a workout. I can certainly understand wanting ease of access for your upcoming visit and am happy to help you troubleshoot. I'm an iPhone user so I can only guide based on my experience, but hopefully, you'll be able to follow along if you have another type of phone. Let's hop to it!

    First and foremost you'll want to make sure your My Disney Experience App has the most recent update installed. I'd recommend visiting your phone's app store to see if you can manually start an update. Once you've confirmed the latest version is installed close out of any open sessions and head on over to your phone's settings. Scroll down to locate the app from the list of installed items. My Disney Experience App appears on my alphabetical list as "Disney World." Click into the app and be sure the toggle for Face ID is set to green. If it already appears in the "on" position, toggle it off and back on to see if you can force a reset.

    Once that's complete open your app and see if you can access it with your Face ID. You'll want to be sure any toggle buttons on the main screen are set to "on" before signing in. If this still doesn't work I would try uninstalling and reinstalling the app. I hope that will help resolve the issue, but if not, I'd recommend reaching out to a Cast Member by phone at (407) 934-7639 for more assistance. There is a team dedicated to My Disney Experience, MagicBand, and MagicBand+ and they are likely better equipped and more tech-savvy than I am to help you get to the root of the problem.

    I hope this helps get you ready for your most magical visit, Mary. You'll be arriving just in time for the most magical time of the year when the parks and resorts are decked out for the holiday season. Speaking of holidays, be sure to experience the EPCOT International Festival of the Holidays during your trip. I'm hoping to squeeze in one more quick visit later this year to enjoy the Holiday Cookie Stroll and hopefully the Candlelight Processional, too.

    Wishing you magic and memories,
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Meet the Panelist: Amy, North Carolina

Hi, I'm Amy- a proud wife, mom, and Disney adult. I'm a natural planner with a flair for the creative, always looking for ways to add a little magical sparkle to our family's day-to-day happenings and once-in-a lifetime moments. You'll find me and my crew visiting the parks from rope drop to close and packing in as much magic as possible to each day of our Walt Disney World Resort vacation. From dining to photo spots and all the details in between, you've got a friend in me! Learn More About Amy

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