Hi there Karla, and welcome to planDisney!
I hope you're all getting very excited for your upcoming Walt Disney World Resort visit next month, which coming up very soon! It sounds like you're both having a bit of technical difficulties with the
My Disney Experience app but never fear - there are many folks who find themselves in similar situations as well as dedicated Cast Members tasked with solving these for folks when you
contact the My Disney Experience, MagicBand and MagicBand+ line directly by phone. Here at planDisney we don't have access to be able to look into your accounts and fix these on our end, but are happy to point you toward the Cast Members who can, and also share some tips that we've received from them that have helped solve similar issues:
- First and foremost, some issues I have personally encountered have been resolved by uninstalling the My Disney Experience app, restarting my device and downloading it again while ensuring that that the most updated version is installed.
- Another thing you'll both want to do after reinstalling is to log into you account to confirm who you have on your Family & Friends list, and see whether removing and relinking each other resolves any of the issues you're encountering. Access the Settings to confirm what information is shared between each person on your Family & Friends list such as your shared plans.
Since your trip is coming up quite soon I do urge you to connect with the Disney Cast Members ahead of time so that you can have peace of mind that you're good to go when you arrive in Orlando, but you always have the option to ask the friendly folks at the Front Desk of your
Disney Resort Hotel to walk you through any My Disney Experience app issues you may still have or even the Cast Members at the
Disney Springs Welcome Center to make sure you're all set before you even enter any of the theme parks! I hope this was a bit helpful Karla, and I encourage you to come back to planDisney next time if you want any other advice or tips about the Disney Experiences you can expect on your upcoming adventures.
Wishing you a fantastic February visit to the Most Magical Place on Earth!
Prince