Hi there, Valerie! Welcome to planDisney. I hope your recent trip to Disneyland Resort was
picture perfect! Thanks for sending us your question about Disney PhotoPass; I'm happy to
focus on what might be happening.
Disney Genie+ launched late last year, and I was thrilled when they announced that it includes unlimited
Disney PhotoPass downloads from your day. While some guests add Genie+ to the length of their tickets in advance, most choose to purchase it through the
Disneyland Mobile app after they've arrived at the parks for the day. In the latter case, you would only receive the PhotoPass downloads for the days you've purchased Genie+. If your Splash Mountain attraction photo was taken on a day when you decided not to add it, then that would explain why you see a watermark. The easiest remedy would be to get Disney PhotoPass+ One Day. You can do this retroactively only through the Disneyland app up to 45 days from when the photo was taken (which is when the photos will
expire).
Attraction photos can also be a little tricky. Typically, when you exit a ride, such as Splash Mountain, you will be led to a room with TVs displaying your preview photo. Once you find your group, you can link your 8-character Attraction ID located on the screen to your account with the Disneyland app. Sometimes, even if you've done this step correctly, there can be a glitch in the system. I suggest contacting the Disney PhotoPass Guest Support team at (407) 560-4300 (phone lines open at 9 AM EST). Let them know you have a missing photo, and they will be able to locate it and download it to your account. Alternatively, you can fill out a
Lost Disney PhotoPass Form through the Disneyland website.
There's no better way to get over the vacation blues than looking at your favorite photo memories. I hope this helps, Valerie! Please come back and see us again real soon!
Eean