Is your Disney Genie+ not working? Don’t panic. This post will walk you through what to do to save your day at Disney World.

Disney Genie and Genie+ debuted at Walt Disney World on Oct. 19 and at Disneyland on Dec. 8. Like with any new technology, it hasn’t been completely without its glitches.

I recently had my own Genie+ issues while visiting Walt Disney World and wanted to share my experience about what can happen and what you should do if Genie+ isn’t working for you.

Issues with Genie+: What to Do If Genie+ Isn’t Working

Get Started with Disney Genie- Or, upgrade to Genie Plus

In the rest of this article, I’ve shared my anecdotal experience with Genie+ not working in November of 2021, just a couple weeks after it launched. As expected with an app release this monumental, there have been lots of reports of Genie+ glitches since launch.

Before we dive into my own story, I wanted to share the top tips for how to fix the issue:

  • Try troubleshooting on your end first. Restart the app and your phone, and make sure you have the latest version of My Disney Experience.
  • Toggle on or off the Wi-Fi. Some guests have more luck on Disney’s free Wi-Fi while others swear you won’t get anything done if you aren’t relying on your own data.
  • If staying on property and still unable to fix the issue on your own, go to the front desk of your hotel as soon as you realize Disney Genie+ isn’t working. Cast Members may not be able to fix the issue, but they can offer creative solutions.
  • If trying to get the issue resolved in the park, skip the long lines at the Guest Services booth at the entrance. Instead, head into the park and find a less busy Guest Services option.

Cast Members are not likely going to be able to fix the specific issue with your phone (that’s what software engineers are for, and trust me, if you’re having a problem, others are too– and those engineers know about it!). That said, they can usually offer some type of solution to add magic to your day!

Here’s my own saga of Genie+ issues that led me to the tips above.

Disney Genie+ Not Working on Park Day: My Worst Nightmare Realized

A welcome to Magic Kingdom sign with the Monorail passing in the background

Photo by Laurie Sapp

On Nov. 13, I awoke at 6:55 AM in a Royal room at Disney’s Port Orleans Resort to the sound of my phone alarm. 

I snatched up my phone and opened the My Disney Experience app

As my eyes slowly adjusted to the screen light, I got ready to hit refresh at 7 AM on the dot so that I could purchase Genie+

The momentous 7 AM came, and after a refresh, the little “Get Genie+ For Today” button materialized on the “My Day” page of the Disney Genie Services section of the app. 

I quickly hit the button and was taken to another screen listing terms and conditions, with a purchase button at the bottom. Except where there should have been a “Get Genie+ Services” on the button, there was nothing. My button was blank.
Disney Genie Service "My Day" loading screen
Regardless, I hit that purchase button with the fury of a Disney fan trying to get a high score on Buzz Lightyear’s Space Ranger Spin. 

Nothing happened. 

I hit it again. Still nothing. 

I refreshed. Nothing.

I closed the app and went to my app store to look for an update. No update available. 

I restarted my phone and tried again. No luck. 

I threw my phone down on my bed and screamed into my pillow. That didn’t work either.

I had woken up before 7 AM for nothing? The utter frustration! 

A Quick Aside: How to Get Genie+

Sign for Grizzly River Run with a Lightning Lane at Disney's California Adventure

Courtesy of Disney Parks Blog

Some of you may be wondering why the pre-7 AM wakeup was even necessary. Well, let me explain.

Genie+, the feature of Disney Genie which gives you access to Lightning Lanes (the new equivalent of FastPass), can only be purchased on the day of its use. You cannot purchase it in advance and make your Lightning Lane reservations in advance. 

Everything needs to be done day-of. And for Disney Resort guests, that “day-of” timeslot opens up at 7 AM. If you’re not staying on property, the time starts at park opening time. 

Now, once you’ve made the purchase, you’ll be able to book your first Lightning Lane immediately, and just like with booking FastPasses in the past, Lightning Lane reservations start disappearing immediately by other park goers on the app

Hence the need to start at 7 AM on the dot if I wanted an early reservation for something like Big Thunder Mountain Railroad. 

Order confirmation screen for the Disney Genie Service, part of the My Disney Experience App

Once you book that first Lightning Lane, you’ll be able to book another as soon as either 2 hours has passed or you clock in past the second checkpoint in line for your selected attraction. 

This means you can technically hold multiple Lightning Lane reservations at a time!

My plan had been to book that first one at 7 AM, go have breakfast, chill at my resort, and then, at 9 AM, book my second Lightning Lane. I would have walked into the Magic Kingdom with two Lightning Lane reservations ready to go. 

But Genie+ was not working.

What To Do If You Encounter Genie+ Issues

My Disney Experience My Day tab, showing active Genie Plus Lightning Lane Reservations

I took a few deep breaths to calm my frustration, and went about my morning routine as planned. By 9 AM, I was at the front desk of my resort, asking a Cast Member for assistance.

Try as she might, the Cast Member was unable to get my app working. She even noticed that I was somehow holding two park reservations for the day! Yet another glitch held over from the recent update to the park reservation system.

Despite not being able to solve my Genie+ issues, she was able to make the Genie+ purchase on my behalf. Huzzah! She was then also able to make a Lightning Lane reservation for me.

I thanked her and made my way to Magic Kingdom. When I arrived, I had planned to stop at Guest Services, but the line beside the park entrance looked to be about 2 hours long. I decided to find a Guest Services stand inside the park instead.

It was now noon, and I should have had two Lightning Lane reservations already, if all had gone according to plan. 

Cinderella's Castle in the morning at Magic Kingdom

Photo by Judd Helms

I located a Guest Services stand in Liberty Square and queued up. There were only two groups ahead of me here, so I had definitely made the right decision not stopping by the one outside the park. 

After about a 20-minute wait, it was my turn. At this point, I can understand how many guests would have been frustrated in my shoes. Time is money on a Walt Disney World vacation, and I had wasted quite a bit of mine so far with no real resolution. But I’m pleading with you now. That’s never a reason to be less than kind to a Cast Member. 

The Guest Services Cast Members spend their entire day helping guests with their issues. And a lot of that time, the guests aren’t as patient or friendly as they could be.

So no matter how frustrated you are, please, please, please take a deep breath and remember that you catch more flies with honey than with vinegar!

I explained my situation to the Cast Member, and unfortunately, there was nothing she could do to get my app working as it should have been. But she didn’t stop there!

My Disney Experience My Day tab, showing active Genie Plus Lightning Lane Reservations

She proceeded to make me a second Lightning Lane reservation and then granted me three anytime Lightning Lanes for any attraction in the park minus Space Mountain, Peter Pan’s Flight and Seven Dwarfs Mine Train. 

I now had five Lightning Lanes to work with! More than enough for the rest of my day, and if I used them all up and still wanted more, I could visit another Guest Services booth for additional ones. 

And For My Third Wish…

The sun sets on Disney's Magic Kingdom and Adventureland

Photo by Rich Ramos

In the end, I never did get Genie+ to work for me that day. But I still reaped the benefits of Lightning Lane well enough. 

No, technology won’t always work perfectly, and sometimes you’ll need to spend those precious Disney minutes waiting in line for assistance. But if you’re patient and kind, you’re much more likely to be compensated for having to deal with glitches. 

I never even ended up using all three of my anytime Lightning Lanes because I was too busy eating fun treats, taking photos, and waiting for the fireworks at the end of the night. 

Do I wish technology always worked the way it’s meant to? Of course! But even when it doesn’t, I remind myself that I’m in Walt Disney World, and that in and of itself is a wish come true!


Have you had issues with Genie or Genie+ not working? Let us know what happened over in the comments on our Facebook page!


What is a Lightning Lane? A Disney Genie+ Primer

Full List of Disney Genie+ Lightning Lane Attractions: The New Era of Paid FastPass

Disneyland Launches Disney Genie and Genie+ Dec. 8

 

Written by Tatjana Lazar

epcot-clothing_creations-shop_chiu
To say that I’m obsessed with Walt Disney World is an understatement. Luckily, as Communications Director for WDW Magazine, I get to live and breathe my passion every day! Follow me on Instagram for all my Disney adventures!
Tatjana Lazar

Written by Tatjana Lazar

To say that I’m obsessed with Walt Disney World is an understatement. Luckily, as Communications Director for WDW Magazine, I get to live and breathe my passion every day! Follow me on Instagram for all my Disney adventures!

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