I am in the same situation as many others in that I signed up for the Verizon / Disney+ promo and am wondering when this will be resolved. I created a login and password on Disney Plus and it does not recognize my email or the promotion. So, they offer to start trial and show me the billing rates. Seems many others are similarly frustrated and reached the same conclusion. Verizon customer service was not able to assist me. They provided me the number to Disney Plus and a reference #. Disney refers you back to Verizon. So far, this is a very poorly designed promotion and the marketing is suspect. Btw, I have refreshed my desktop browser, and deleted/reinstalled the app on my phone to see if that will help to no avail. I will wait 48-72 hours for resolution and then will cancel this promotion from my Unlimited account and post my findings accordingly. For the amount I pay monthly for a full Unlimited family account I expect better from Verizon.
We sincerely appreciate your feedback on this promotion, and we regret any confusion it may have caused.
If you already signed up for the yearly subscription or multi-year subscription prior to the Verizon offer, do NOT cancel the subscription. You will still be able to get the 12 month promotion from Verizon. Once the registration steps are completed for the Verizon promotion that offer will be in effect.
You will receive an email from Disney+ (check all spam email folders) that will contain additional information regarding the current subscription and any additional steps you will need to take. Monthly subscriptions through Disney will be canceled before you are charged.
If you purchased through a 3rd party (Google, Apple, Amazon, Roku) you will need to cancel through that 3rd party.
http://spr.ly/66071P9Jf
TamaraH_VZW
Did you create your account by going through your myVerizon account?
if you log into your My Verizon Account, account, add ons, entertainment. Then select Disney+. Follow prompts to get Disney+ free
TamaraH,
I checked my email inbox and spam folder and do not see any communication from Disney. Please advise.
Thanks,
T
mama23dogs - Sr.Leader
I do not see "add ons or entertainment" after I log into My Verizon Account (Wireless) and then Account. Recieved reference # for my call with customer service this morning. Please advise.
mama23dogs - Sr. Leader
I ended up looking in my Verizon plan and found the link to set up my account with Disney+. It appears set up with Verizon. Although, once I logged into Disney+, using the link on your site, with my email username and password, it still brought me to the rates for Disney+, being either 6.99 or 12.99 a month. Then the only selection is Start Trial and it takes you to a payment screen. I am hesitant to give them my credit card information, not knowing if I am going to get billed. Please advise.
@TV19 wrote: mama23dogs - Sr.Leader I do not see "add ons or entertainment" after I log into My Verizon Account (Wireless) and then Account. Recieved reference # for my call with customer service this morning. Please advise.
Are you on an account eligible free Disney+ ? Legacy plans are not.
mama23dogs - Sr. Leader,
I was using my verizon wireless/my account on a desktop. Using it through my phone I now see the account>add ons> entertainment. However, using the link provided to finish setting up my account on Disney+ it still presents the billing rates and will not allow me to finish setting up my profile without subscribing and providing a credit card.
Is that required, and if so, will the 6.99 monthly charges be deleted?
Also, How do I know if I have a legacy account?
Thank you,
TV19, making sure you are able to easily subscribe to receive Disney+ on us is vital. We appreciate all of the steps you have taken so far in efforts to resolve this matter. At this point, we would like for you to check the status of your Disney+ Subscription. Can you please follow this link https://www.disneyplus.com/login to sign in to your Disney+ account? Once you are signed in please click on the profile icon in the top right-hand corner, under the drop-down please select Account> Subscription. From the next screen please share the subscription details that you see.
SylviaT_VZW
I had the same issue, and this is how it was resolved: Call Verizon Customer Service (yes you may be on the phone for hours). Ask them to open a ticket with the "escalation team". The ticket should state that a new Disney+ subscription needs to be added to your account.
Three weeks, four representatives, one supervisor, eight phone calls, one escalation, sixteen downloads/uninstalls/ restarts/cache & data clears, and countless apologies... AND STILL NO DISNEY PLUS! They swear they will call you back and keep you updated, but IF you're lucky you get a single call or text before you're forgotten about again. Not that customers can do a thing about it, but see how fast Verizon will act if the customer doesn't pay on time! No customer should be treated this way, let alone a customer of TWENTY FIVE YEARS! I respectfully request that Verizon saves the obligatory apology reply and just fix the issue.
CynthiaNJ,
I know your time is available and I definitely don't like to hear that a 25 year customer has had so much trouble getting Disney+ to work. We want to make sure you can enjoy this very soon. We're glad to help. What happens when you try to sign up for this? What did the last person you spoke with advise are the next steps?
AndrewT_VZW
I'm having the same issue. We signed up for three years of Disney+ before it was released. After launch, I tried to add the free year from Verizon. When I log into my Verizon account, it says I am enrolled in the free year. But when I log in to my Disney+ account and look at the billing details, it still just has the 3 years we already paid for, with no mention of the Verizon promotion. Not sure how to link the free year I enrolled in to the existing account. Any help?
I have run into a similar issue. In attempting to setup my disney promotion subscription I followed the instructions only to find out it had ready been activated on my verizon account. Only the owner or a manager is apparently able to activate it and neither my nor my husband had. In calling verizon they simply gave me a reference number and had me call disney plus. Whom knew nothing either. Unsure of how it was activated no one knows how to access the disney account that was set up through the reference number provided. One would assume those minor details would have been worked out prior a promotion subscription being offered to verizon. One company just refers back to the other company. Nothing gets solved. As a paying customer of more then 6 lines and quite the large bill every month I expected more from Verizon then a run around.
Mmoulton0915, We understand how popular the Disney + promotion is and we want you to be able to enjoy it. Did you try signing up from the app or online?
TrinetteW_VZW
Verizon support reps are not fully informed on this issue. I had the same problem so I called Verizon and they refered me to Verizon Disney+ Support. The nice gentleman informed me that the root cause of the issue when this happens, is internal to Verizon. The solution is that the Verizon rep needs to update a MACK file called OST224799. When they complete this for you on the phone, the system then lets you create a login and password without being prompted to pay a trial or annual subscription. He did it for me and it worked instantly.
I agree! i have been bounced multiple times between verizon and disney plus since Dec 14th. Verizon says i have a code, so they are "done" nothing more they can do...and Disney plus says they don't see that code associated with my account and only verizon can fix it. Pretty bad customer service experience.
I finally convinced a help guy tonight (after going through all the same song and dance and troubleshooting steps i've done multiple times before. ) that this needs escalation...he escalated me to tier 2 and I'm still sitting on hold...it's been 1 hour and 18 minutes so far.
If this is supposed to be a customer perk...epic fail. I get paid by the hour and have wasted no less than 10 on calls back and forth with this... hugely disappointed. I'm going to let the holde music keep playing until i go to bed or someone picks up.
Verizon...surely someone at the company can help? I''ve already lost a month of the free promotion, 10+ hours of frustration on the phone, i'm left out of conversations with friends because they can all watch programs I can't, etc...
lornab1971, we truly value your time & we're very sorry that you've gone through so much trouble with trying to obtain the Disney+ promotion. This should be a smooth process. Please review the steps in this link https://www.verizonwireless.com/support/disney-faqs/ & can you please fill us in on what exactly the problem is? AliciaD_VZW
This is what I had to do, so the promo would work. Do not agree to the 1-week free trail!
How did you get it to work without agreeing to the 1 week free trial then? use the year purchase?
I couldn't even add it... the menu option the instructions suggested didn't exist, when I went about it another way I would get an error trying to "addon" disney plus. 4hrs... and trying the app, the website... and we couldn't get it (chat help)... was escalated but I was so annoyed the tech credited my account for the money to sign up with disney plus... sooo much simpler. Their website is horrific. Painful to navigate, inconsistentand nonfunctional on this. What should have been a nice perk...just frustrated the heck out of me.
(notice no "addons" on drop down"--yes disney plus is listed at bottom but when you click the link..
they tell me to add unlimited (already have)...but if you realize they are masters of poor website design and scroll to bottom... voila they seem to give you a way to sign up (woot)...oh wait -- that leads to the error message (first pic posted). Awesome job verizon! UGH
your instructions are incorrect... you state for the website select plan...then addons...there is not addons under the plan... And, when you do work around this misinformation...it doesn't work ..just errors out trying to addit.
Most of our qualifying customers took advantage of the Disney+ promotion. While there were definitely some customers had trouble adding Disney+, many were able to add it without an issue.
I want to make sure that you get the support that you need. To clarify, did you still need assistance with Disney+?
GinaU_VZW
It's not supposed to work. You are being scammed.
Be sure to make your $150 monthly payment.
I am having this same issue? did you give to payment info and were charged?
Worst experience ever I have had with Verizon. Never been treated like such garbage...just bounced back and forth. Each sides blames the other. It is a mess. How about just give me the $12.99 credit each month and let me sign up directly??? Spent hours on hold and back and forth (on hold now). If it was easy to transfer my 4 lines I would out of spite. Someone should be fired over this garbage implementation. 100s of people in these forums with the same issue. can only image all the calls, chats, and lost faith in verizon as being a good provider. and to the CS rep about to post some generic link...don't. we already wasted time with that.
Yeah I just switched to a new unlimited plan and tried the free trial and they charged me!?!?!?! Highly unsatisfied at the moment.
Yes, I am trying to get my 1 year offer from Verizon that we supposed to kick in automatically after my prepaid subscription to Disney + was over, of course that didn't happen. So now both Verizon and Disney are passing me back and forth and no one is taking any responsibility. Good work to the both of you.
Same, verizon is as useless with this as Disney is. expected it from the blockhead mouse ears but i guess i should expect it from Verizon too thanks
Yea that collaboration was a complete failure. I was able to use 5 weeks of my year long Disney+ promo. Several phone calls with both companies and nothing happened. I just gave up. Having similar problems with Apple Music and Verizon now. I’ve come to the conclusion that Verizon isn’t capable of providing 3rd party services and shouldn’t include them in a plan to make it look like it’s more valuable.
I will be calling verizon after spending over an hour on chat with disney this evening. They sent me to chat with verizon but they were closed. I am hoping I can get a verizon rep that can edit the so called "MACK" file. I will update everyone with my results.
