UPDATE: After nearly 3 hours on hold, I got through to a very helpful customer service representative that helped me cancel the bundle subscription that was created on a new account, request a refund, and explain-like-I’m-five how to make sure this didn’t happen again. The server is having sign-in issues now, so I will have to follow-up with signing up tomorrow, but at least I have made some progress.
Before I begin this diatribe, let me be up front by saying that I realize that I could have prevented all of this disaster by simply not signing up for Disney+ on day one, waiting until I could find detailed answers to all my questions. But, I didn’t, because I was excited to watch The Mandalorian, the first Star Wars property since Rebels to make me feel like I’m watching stories set in the same universe as the original trilogy.
That said, the cascading failure of my Disney online services experience is worth noting for anyone else out there in a similar situation.
On August 23rd, I received an email from Marvel telling me that my Marvel account would soon (as in, 4 days, soon) be merged with my Disney account. Unfortunately, the Disney account that they were going to merge was not my active Disney account, but some account that had likely been created by accident years ago when trying to sign up for some service or another. Instead, I wanted to merge my Marvel account with the Disney account I had been using with the Disney Movie Rewards program for years.
I emailed Marvel support to ask how to merge the accounts correctly, but got back crickets. With the pending merge date looming, I tried to trick the system by changing the email addresses for the accounts so that the account I didn’t want to use had an unused email and the account I wanted to keep had the email address for my Marvel account. Turns out, that was a colossal mistake.
The merge date comes and my Marvel account merges into the Disney account with an unused email address (we’ll just call it Email U from here on out) and my other Disney account containing my Disney Movie Rewards goes right on living.
No big deal, I decide. I’ll just change the email addresses back and lose the Disney Movie Rewards. There’s not much there, and the Marvel digital comics library is worth more anyway.
Except that I can’t. Now, for some reason, the account that I changed to Email U won’t let me go back to the email address it had been because it says that email address is already in use. And when I log in to the merged account, it still uses my primary email for the login, instead of Email U.
Fast forward to today: Disney+ launch day. During the sign-up process, I tried to sign in to my existing account using my primary email, but instead it created a third account, completely separate from the other two. Worse, since the email address I used to create a new account didn’t match my Hulu+ account, I’m now getting billed full price instead of receiving my discount on the Disney+, Hulu+, ESPN+ bundle.
Strap in, because this is the part where I make things worse.
In an attempt to fix the issue myself, since support had egregious wait times, I tried deleting the account that I had inadvertently created this morning. At first, this didn’t seem to do anything. I could still log into disneyplus.com and see my account. I could still try to contact support to submit a ticket about my issue. Then, once I got home from work, excited to finally dig into the Disney+ catalog, I saw that I had received an email. My billing process had been completed. Turns out that, since my Hulu+ account had a different email than my Disney+ account, it had been determined that I didn’t have one and I was not getting the discount.
Again, I wasn’t too worried. I figured I could just watch The Mandalorian tonight and deal with this tomorrow or the next day, when support wait times came down a bit. At the very least, I’ll see if I can start a chat session on my computer while watching a show. So, I signed in to disneyplus.com and… this:👇🏻
So now, even though I’ve PAID for Disney+, Hulu+, and ESPN+, I can’t actually sign into my account and use it while trying to get this whole mess sorted out, because logging in tells me I have to contact customer service by phone (which I’m currently trying to do, but have been on hold for nearly 90 minutes and counting). So, yeah… happy Disney+ Day, everybody. I’m gonna go watch Netflix like a plebe, I guess…