Princess.com "Your Account Is Missing Some Information"

[Itchy&Scratchy]

same message. I am in the US.

[Sprocket]

18 hours ago, Sea Hag said:

I went ahead and plugged in what the form wanted, so my access is also back to normal. I did this since I had second thoughts that it's really not uncommon to force an account update. People have changes to location and/or phone number and don't remember to update everything. 

 

That was my thought also, but I did change my password.  I also clicked on the lock symbol before changing anything and got the site is secure.  Sure hope so lol.

[GateGuardian]

Anyone got this fixed? This happened to me last month and it created me a new princess circle number :S I had to open a ticket to get my old account back.

 

Now I got the same messing to enter missing info again :S

 

I plug in the info and it's stuck at:

 

Registration is successful. Logging you in...

[John99]

I got the same message.  My birth date is wrong.  Tried to register but could change my birth date.  Called a customer service rep she had no idea what is the problem.  She wants me to talk to the Loyalty Dept.  Frustrated after hours on the phone.  John 

[John99]

Well after 4/5 hours on the phone no resolution to the problem. I talked to three customers reps, one supervisor, Loyalty Dept, Support Dept, Live Chat.  In fact, the Live Chat stated “I will receive an email if/when this problem is resolved.  No ETA on resolution”.  Does anyone have additional persons I can talk to resolve this problem.  Better yet, I would like to send a mail(s) to Customer Relations, Vice President of ??, anyone high up, etc.  Does anyone have the correct email addresses of any of these persons?  Frustrated!   JOHN

 

[ebeluga]

I still have the same issue.  Never did it get resolved but was unwilling to spend any time on the phone after one chat that proved the csr is clueless.

[cherylakers]

 

Same is happening to me today and the previous 4 or 5 days.  Every time I try to login I get this and it won't let me go back.  

 

I it changing my birthday by 1 day back each time I try and login.  Very frustrating since we are leaving soon.  I am waiting on my Vacation Planner to call me back.

 

Ugh.

[Adventures ahead]

43 minutes ago, cherylakers said:

 

Same is happening to me today and the previous 4 or 5 days.  Every time I try to login I get this and it won't let me go back.  

 

I it changing my birthday by 1 day back each time I try and login.  Very frustrating since we are leaving soon.  I am waiting on my Vacation Planner to call me back.

 

Ugh.

If you go to a different device you may find the birthdate is correct.  Happened to me so I ignored the login on my iMac with the incorrect birthdate. On the iPhone, no issue and none since.

[SargassoPirate]

I got the same message a few days ago.  I just backed out and logged back in and everything looked to be OK.  But a couple of days later two Princess cruises with my big box store travel agency were screwed up and showed by birthday as the same month and date of the cruises - plus a completely wrong birth year.  They had been fine last month.

 

It took big box about thirty minutes on the phone with Princess to get it fixed.

 

After that, one of my cruises disappeared from my upcoming cruises list on my account.  I called Princess on that one and the excuse was that big box didn't include my CC number.  I told the rep that was strange because it was a direct booking from my Princess account that I later transferred to big box. 

 

Must be IT fiddling with something again.

[ebeluga]

1 hour ago, cherylakers said:

 

Same is happening to me today and the previous 4 or 5 days.  Every time I try to login I get this and it won't let me go back.  

 

I it changing my birthday by 1 day back each time I try and login.  Very frustrating since we are leaving soon.  I am waiting on my Vacation Planner to call me back.

 

Ugh.

Using you booking number to get to the personalizer to manage your booking without logging on.

[disneyochem]

I have been unable to access my Princess account for the past two days.  Yes, I can access individual cruises using the booking number but have been unable to access my account!

 

I’ve tried using different devices but no go!  I had a casino offer (not a free room, but fare discount and free play) that I was trying to book.  I could do a mock booking but wouldn’t honor the reduced fare or promotions.  Ended up on hold for three hours to book the cruise.  Annoying but we saved over $1500 by using the casino code so it was worth the long wait!
 

Princess told me that they were having some glitches with the website.  Said if I was still having problems by Friday, call them back.

[JF - retired RRT]

Just now, disneyochem said:

Princess told me that they were having some glitches with the website.  Said if I was still having problems by Friday, call them back.

Thanks for waiting on hold and getting some info about this issue. DH has the same problem. My account is fine, at least I can check our booked cruise in my account (so far).

[brisalta]

On 7/13/2022 at 12:59 PM, John99 said:

Well after 4/5 hours on the phone no resolution to the problem. I talked to three customers reps, one supervisor, Loyalty Dept, Support Dept, Live Chat.  In fact, the Live Chat stated “I will receive an email if/when this problem is resolved.  No ETA on resolution”.  Does anyone have additional persons I can talk to resolve this problem.  Better yet, I would like to send a mail(s) to Customer Relations, Vice President of ??, anyone high up, etc.  Does anyone have the correct email addresses of any of these persons?  Frustrated!   JOHN

 

 

Jan Swartz  jswartz@princesscruises.com is the head of HAL Group of which Princess Cruise Lines is part of.  She used to be head of Princess but takes a direct interest in what goes on at Princess.

John Padgett jpadgett@princesscruises.com is now in Jan's former role at Princess.

[John99]

5 hours ago, cherylakers said:

 

Same is happening to me today and the previous 4 or 5 days.  Every time I try to login I get this and it won't let me go back.  

 

I it changing my birthday by 1 day back each time I try and login.  Very frustrating since we are leaving soon.  I am waiting on my Vacation Planner to call me back.

 

Ugh.

I can't even change my birthday.  Very frustrating.  

 

[John99]

3 hours ago, disneyochem said:

I have been unable to access my Princess account for the past two days.  Yes, I can access individual cruises using the booking number but have been unable to access my account!

 

I’ve tried using different devices but no go!  I had a casino offer (not a free room, but fare discount and free play) that I was trying to book.  I could do a mock booking but wouldn’t honor the reduced fare or promotions.  Ended up on hold for three hours to book the cruise.  Annoying but we saved over $1500 by using the casino code so it was worth the long wait!
 

Princess told me that they were having some glitches with the website.  Said if I was still having problems by Friday, call them back.

I tried to resolve this problem for 6/7 hours yesterday.  Late last night from I receive an email from Princess on my problem “some information is missing” and the ability to log into my account. 

Hello John XXXXXX,

We have received your inquiry and sincerely appreciate another opportunity to deliver the highest quality service to you. Below is a copy of the information you have sent to us.

Due to the large volume of messages we are receiving, it may take us longer than usual to respond. We are working hard to make sure every request is handled accurately and efficiently.

If you require immediate assistance, please call:
1-800-774-6237 and reference your booking number below:

Call the number suggested is really a joke.  The Customer Service Reps are clueless. 

Please notice the words -- "due to the large volume of messages they are receiving".  Also, they will "respond" but no idea when.   How about fixing the problem.  IT dept -- please get your act together.

 

 

Edited July 15, 2022 by John99

[John99]

3 hours ago, brisalta said:

 

Jan Swartz  jswartz@princesscruises.com is the head of HAL Group of which Princess Cruise Lines is part of.  She used to be head of Princess but takes a direct interest in what goes on at Princess.

John Padgett jpadgett@princesscruises.com is now in Jan's former role at Princess.

Thanks for the info.  Emails going out tomorrow.  

[John99]

 @brisalta       Thanks for the email addresses.  

 

I sent an email to Jan Swartz with a CC to John Padgett yesterday afternoon.  Last evening, I received an email response from John Padgett indicating someone will be contact me “ASAP to resolve my issues”.

I was surprised John Padgett (President Princess) responded so quickly.  Also, Padgett sent a copy of his reply to his boss Jan Swartz (Group President of HAL).  I will update everyone on what happens in the future.

 

Note:  The email John sent to me had my original email attached with a bright yellow and black bar across my entire email which stated -- this is an “EXTERNAL” email.  Please be careful as this the first time this person has responded to Corporate Offices.  They are probably worried about malware getting into their computer systems.   John    

[JF - retired RRT]

Sent email to Medallion "experts" in May re: problems with our acconts...reversed DOB (he has mine, I have his), they gave me his middle name (I don't have one), plus many more errors.

Then they did upgrades to the medallion & the web version. No longer able to log in for either of us on the app or the web version. Before this, I was able to log me in on the web version (using his DOB) and managed to get us into the green lane and make MDR res.

Now, I don't know what else is messed up since we can't log in at all.

 

Emailed again a couple of hours ago and already got a (sort of) response: "I have checked in with the tech department concerning your ticket. I am still awaiting a response. When they reach out to me, I will forward the information to you and resolve your issue. We appreciate your patience."

[Italy52]

We have the same problem at this end.  Had to re-enter DH's information.  Also, I noticed that DH had a $50 OBC Military credit that he earned in 2015????  The "use by date" is 2025.  Really???  We have cruised with Princess numerous times and this 2015 Military credit has never appeared.  Guess I will have to bite the bullet and call Princess.  Ugh!!!!!!! 

[Steelers36]

On 7/14/2022 at 9:16 PM, John99 said:

I can't even change my birthday.  Very frustrating.  

 

Personal items like Name and Birthdate cannot be changed online (same as previously).  Need to speak to a Princess rep to change these items.

[Valiamo]

On 7/7/2022 at 6:48 AM, beg3yrs said:

I can't complete my login this morning unless I re-enter my address, phone number and so on. They have had this information for many years now and certainly haven't lost it, or did they?

 

Decided that in this age of spoofing web-sites and so on, I'll wait it out and see if the issue gets corrected. Anyone else seeing this or is it just me?

 

Edit: Just logged in on DW's account. No problem there...

Do not know if this has been answered.  But here is what I found out.

 

Princess in their infinite wisdom made a critical change to the web site and it impacts SOME customers. 

 

When you see the above message it is attempting to create a new account for you.   If you add the data you will become a BRAND new Blue cruiser with a NEW Captain's circle #.   There is no way around this for entering the base site.

 

You then have to call loyalty at 1-800-901-1172 EXT 13084 and tell them the website has created a NEW account for you.  They will merge the accounts, and then send you to another department to get your account re-set up again.  Alas once this happens you are STUCK 

 

If you want to go to your cruise account you have to open the site.  IGNORE the sign in and click on Booked Guests, then you enter in your Booking # and your Full name and birthdate and then and only then can you see your cruise.

 

If you click Log in at any time it will again create a new account, and you are back to square one above again.   

 

Princess has no idea of when this will be fixed, and why it only happens to some and not others.

 

 

[portiemom]

42 minutes ago, Valiamo said:

Do not know if this has been answered.  But here is what I found out.

 

Princess in their infinite wisdom made a critical change to the web site and it impacts SOME customers. 

 

When you see the above message it is attempting to create a new account for you.   If you add the data you will become a BRAND new Blue cruiser with a NEW Captain's circle #.   There is no way around this for entering the base site.

 

You then have to call loyalty at 1-800-901-1172 EXT 13084 and tell them the website has created a NEW account for you.  They will merge the accounts, and then send you to another department to get your account re-set up again.  Alas once this happens you are STUCK 

 

If you want to go to your cruise account you have to open the site.  IGNORE the sign in and click on Booked Guests, then you enter in your Booking # and your Full name and birthdate and then and only then can you see your cruise.

 

If you click Log in at any time it will again create a new account, and you are back to square one above again.   

 

Princess has no idea of when this will be fixed, and why it only happens to some and not others.

 

 

This was not my experience. I entered the "missing" info to access my account. A new account was NOT created. Member number still correct. Still showing platinum. All my upcoming cruises are correctly listed. The mystery continues, but obviously there are are varied effects.

[Valiamo]

8 minutes ago, portiemom said:

This was not my experience. I entered the "missing" info to access my account. A new account was NOT created. Member number still correct. Still showing platinum. All my upcoming cruises are correctly listed. The mystery continues, but obviously there are are varied effects.

 

Ah the mysteries of the Princess and their IT department... 

[rabin1]

Read my post # 20 answers the question.................lol

[SargassoPirate]

8 hours ago, Valiamo said:

  

 

Princess has no idea of when this will be fixed, and why it only happens to some and not others.

 

 

 

It happens when someone lets the IT kids sit at the big table and justify their jobs by constantly "improving" the system.  Saw it time and again before I retired.

 

Amazon doesn't seem to have these problems, so I looked into it.  Their IT department consists of a man and a dog.  The man is there to feed the dog.  The dog is there to bite the man if he touches anything.

Edited July 17, 2022 by SargassoPirate