Hello, Jennifer!
Thanks for bringing your question to planDisney. I'm sorry to hear you're having a less-than-magical time upgrading your ticket and purchasing Lightning Lane Passes, but I'm happy to help troubleshoot. Let's hop to it!
First, you'll need to confirm that your ticket has been linked to your My Disney Experience account. You can
do this online by clicking "Select" in the Tickets section here, or via the
My Disney Experience app. From the app, click the feature menu (☰) at the bottom right corner of your screen, then click "My Tickets & Passes." Next, click the blue "+" at the top right corner, then "Link Tickets & Passes." You have the option to scan ticket media with your phone's camera (or tap to link) or manually type the ID Number. If your admission already appears here, you're all set.
It sounds like you might have purchased the
4-Day, 4-Park Magic Ticket, which offers a single admission to each of the Walt Disney World Resort theme parks on separate days. This date-based ticket does not require theme park reservations, but all admission entitlements must be redeemed within 7 days of your selected start date during the offer window of May 26-September 26. Because these special offer tickets allow one entry to each park, they are not eligible for upgrade to
Park Hopper Option tickets. Additionally, based on this special offer's start date of May 26, these tickets are still just a few days out of range for purchasing Lightning Lane passes (more on that below).
If you instead purchased a standard 4-Day Ticket with Admission to 1 Park Per Day, you should be able to upgrade to include park hopping. Head back to your tickets within the My Disney Experience app and
look for the option to "Change Ticket," as my pal Alison explains here. If you do not see the option to change, upgrade, or modify on your tickets, you may need to
contact a Cast Member with the Tickets and Hotel Reservations Team by phone for assistance. Keep in mind that select ticket types may not be eligible for upgrade, but Cast Members will be able to review the details and offer appropriate guidance. Sometimes a simple technical glitch is the culprit, and in that case, they can process changes for you quicker than you can say, "Bibbidi Bobbidi Boo!"
Once your ticket details are to your liking, you can purchase Lightning Lane Passes for your visit. If you
have an eligible resort reservation, you can complete this 7 days before your check-in date. If not, you can purchase 3 days before your ticket's start date. I
outlined the purchase process here if you'd like some step-by-step guidance. If you are already within your purchase window, have followed these steps, and are still having trouble, I recommend calling the App and MagicBand Support Team for assistance.
Jennifer, I'm sorry I wasn't able to offer more hands-on help, but Cast Members are just a phone call away and will be happy to unlock the magic for you. Please come back and see us with any additional questions as you count down to your arrival day.
Magic and memories,
Amy