Mickey at Disney's Hollywood Studios
  • On Dec 4, 2021
    April from NY Asked Please note that experiences, policies, pricing and other offerings are subject to change and may have changed since the date of this answer.

    why can't I purchase genie+ (add to my existing tickets)? I get all the way through the checkout process on the mobile app and then it says that the pass is not available for my dates? Please help

    Hello April,

    It's exciting to hear you're planning your Walt Disney World Resort visit!

    I'm sorry to hear, though, that you're running into an issue with adding the Disney Genie+ service to your existing Walt Disney World Resort theme park ticket. My best suggestion is to use the "Chat with Us" feature in the My Disney Experience mobile app to connect with a Cast Member who can offer friendly technical assistance based on all the details of your situation. Simply tap the main menu in the mobile app (the 3 stacked lines in the lower right corner), and then tap on on the "Chat with Us" tile. 

    You mention that you're seeing a message that indicates that "the pass is not available," for your dates. I am wondering (though I can't be certain without details) if what you're seeing is related to the system checking to see if you have a Disney Park Pass system theme park reservation to go with your theme park ticket. The Disney Genie+ service will check for a valid theme park admission ticket and a valid theme park reservation park pass.

    One suggestion, if you have your existing theme park ticket and theme park reservation, is to try to add the Disney Genie+ service to your ticket using the My Disney Experience mobile app. You could try tapping the main menu in the mobile app and then tap on the "Tickets and Passes" tile to select your ticket, and then tap the "Change Ticket" option to add the Disney Genie+ service to your existing ticket. 

    I'm hopeful, April, that you'll be able to add the Disney Genie+ service to your theme park ticket to enjoy all the personalized recommendations it offers for your theme park visit. 

    As you put together all your plans, be sure to follow the Disney Parks Blog as a fun and helpful way to stay in the know about all the exciting experiences that await you when you visit "The Most Magical Place on Earth!"

    Here's wishing you lots of Disney magic in your day today, April!

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Meet the Panelist: Jerry, Pennsylvania

The playful and creative optimism of all things Disney has enthralled me since I was a kid. I loved watching "The Wonderful World of Disney" on Sunday nights, seeing all the live-action and animated classics in theaters, and — of course — visiting "The Most Magical Place on Earth" for the first time 45 years ago. These days, the big kid in me still loves to play Disney. As a long-time Disney destinations vacationer, I'm looking forward to helping you play Disney starting here at planDisney! Learn More About Jerry

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