Princess web site will not let me log in

[John99]

@azbirdmom  I sent a message to Cruise Critic to delete.   Address has been deleted.  

[John99]

43 minutes ago, Pink-belle said:

I am posting this, I am in the UK, but hope some still find it helpful.  My husband and I were able to logon to our accounts at the weekend, raised a query and had this reply.

 

“Thank you for your email to Princess Cruises Captain's Circle Please accept our apologies for the late reply to your email. We are currently experiencing a high volume of emails in our inbox and are replying in order of date received.

 

Unfortunately, the process in which guests need to follow in order to update their website login has been recently changed, to which I further apologise for the delays in responding to your query.

 

Due to GDPR reasons, we are unable to update a guests login details on their behalf. In order to update your login email, please visit the following link and 'register' as if you are setting up a new account. https://www.princess.com/my-princess/register/

 

Please ensure all of your details remain the same, apart from your email address and password. Providing that all of your other details match (including your address and date of birth), a duplicate account will not be generated & your login email address will automatically update.

 

In the event that a new account is created in error, please let us know by return of email and we will get the 2 accounts merged for you - keeping the one with your new login details.

 

Thank you for your continued patience and understanding. Please let us know if we can be of any further assistance or if you have any further loyalty related queries that we may be able to assist with.”

 

Basically we needed to change our password to fit the new criteria, no issue with our accounts now.

 

hope this helps

The rep I talked to recommend changing my password and never use it again.  He changed it while I was on the phone.

[mammajamma2013]

50 minutes ago, Pink-belle said:

I am posting this, I am in the UK, but hope some still find it helpful.  My husband and I were able to logon to our accounts at the weekend, raised a query and had this reply.

 

“Thank you for your email to Princess Cruises Captain's Circle Please accept our apologies for the late reply to your email. We are currently experiencing a high volume of emails in our inbox and are replying in order of date received.

 

Unfortunately, the process in which guests need to follow in order to update their website login has been recently changed, to which I further apologise for the delays in responding to your query.

 

Due to GDPR reasons, we are unable to update a guests login details on their behalf. In order to update your login email, please visit the following link and 'register' as if you are setting up a new account. https://www.princess.com/my-princess/register/

 

Please ensure all of your details remain the same, apart from your email address and password. Providing that all of your other details match (including your address and date of birth), a duplicate account will not be generated & your login email address will automatically update.

 

In the event that a new account is created in error, please let us know by return of email and we will get the 2 accounts merged for you - keeping the one with your new login details.

 

Thank you for your continued patience and understanding. Please let us know if we can be of any further assistance or if you have any further loyalty related queries that we may be able to assist with.”

 

Basically we needed to change our password to fit the new criteria, no issue with our accounts now.

 

hope this helps

I had been unable to log in to my eleven-year-old account for about two weeks. Chat was unable to help, neither was the rep I finally spoke to when I called. I was told they were updating the system and to change my password and give it a couple of days. I changed my password. In the meantime, they had me set up a separate account for my husband.

 

Four weeks later, still unable to log in. Called Princess, got my call answered within five minutes, was told to just fill in the information on the page requesting it and it would be good. I told him I had been told emphatically NOT to do that as it would create an entirely new account. We argued about it for a bit, I re-entered my information and now have access to my account without having created a duplicate. Princess craziness continues...

[logan25]

I accessed my Princess account yesterday.  Now I am unable to login today.  Guess I will not be booking with them anytime soon.

[RaspberryCremeBrulee]

2 hours ago, Pink-belle said:

I am posting this, I am in the UK, but hope some still find it helpful.  My husband and I were able to logon to our accounts at the weekend, raised a query and had this reply.

 

“Thank you for your email to Princess Cruises Captain's Circle Please accept our apologies for the late reply to your email. We are currently experiencing a high volume of emails in our inbox and are replying in order of date received.

 

Unfortunately, the process in which guests need to follow in order to update their website login has been recently changed, to which I further apologise for the delays in responding to your query.

 

Due to GDPR reasons, we are unable to update a guests login details on their behalf. In order to update your login email, please visit the following link and 'register' as if you are setting up a new account. https://www.princess.com/my-princess/register/

 

Please ensure all of your details remain the same, apart from your email address and password. Providing that all of your other details match (including your address and date of birth), a duplicate account will not be generated & your login email address will automatically update.

 

In the event that a new account is created in error, please let us know by return of email and we will get the 2 accounts merged for you - keeping the one with your new login details.

 

Thank you for your continued patience and understanding. Please let us know if we can be of any further assistance or if you have any further loyalty related queries that we may be able to assist with.”

 

Basically we needed to change our password to fit the new criteria, no issue with our accounts now.

 

hope this helps

Thank you Pink Belle.

I've been unable log in for a while but after using your comments I can log in again and all appears to be ok with my account. 

[villauk]

15 minutes ago, RaspberryCremeBrulee said:

Thank you Pink Belle.

I've been unable log in for a while but after using your comments I can log in again and all appears to be ok with my account. 

So did you use another email address from the one you originally used for Princess and register as a new cruiser? I’m having problems because my account has suddenly changed to all my husband’s details and my account has disappeared 🤷‍♀️. We did initially have the same email address though, so is this the problem? Trouble is it’s my email address that was used and now it’s all his information.

[RaspberryCremeBrulee]

7 minutes ago, villauk said:

So did you use another email address from the one you originally used for Princess and register as a new cruiser? I’m having problems because my account has suddenly changed to all my husband’s details and my account has disappeared 🤷‍♀️. We did initially have the same email address though, so is this the problem? Trouble is it’s my email address that was used and now it’s all his information.

My original account which was registered some years ago had my login ID and email address set as the same. My password did contain a capital and a number but not a symbol.

I clicked on the .....register link noted by pink belle and completed form.  I used same email address as previously used. I had to change the login ID. I had to change password so it contained a symbol. My name etc defaulted in to fields so I just checked correct.

 

Not sure if above comments will help.

Good luck.

[PurpleTraveller]

I was able to login to my account with no problem on the weekend. On Monday I installed the Medallion app on my phone and since then I have been unable to login to my account on my phone or laptop. I get a message asking me to complete missing information which Princess already has. When I enter the information I get a message saying that the information is incorrect. When I spoke to Princess they told me to wait a few days and then try again. Annoying to say the least and this was after I was trying to do a courtesy hold on a cruise until I could speak to my PVP and an error message came up apologising for the inconvenience but my request could not be completed. Ten minutes later I received an email with a Booking Confirmation for the cruise. When I spoke to Princess they confirmed that the cruise had been booked and two FCD used as the deposit despite me not making the booking. Good thing I do want to go on the cruise. Princess seems to be having a number of IT issues at the moment!

 

Edited August 17, 2022 by PurpleTraveller

[Ladyshopper23]

11 hours ago, PurpleTraveller said:

I was able to login to my account with no problem on the weekend. On Monday I installed the Medallion app on my phone and since then I have been unable to login to my account on my phone or laptop. I get a message asking me to complete missing information which Princess already has. When I enter the information I get a message saying that the information is incorrect. When I spoke to Princess they told me to wait a few days and then try again. Annoying to say the least and this was after I was trying to do a courtesy hold on a cruise until I could speak to my PVP and an error message came up apologising for the inconvenience but my request could not be completed. Ten minutes later I received an email with a Booking Confirmation for the cruise. When I spoke to Princess they confirmed that the cruise had been booked and two FCD used as the deposit despite me not making the booking. Good thing I do want to go on the cruise. Princess seems to be having a number of IT issues at the moment!

 

I've tried upwards of 10 times in the last 48 hours to book a cruise online. I want to do it online, as am going through a cashback site, and it would be £120 for my cruise, so not a small amount.

Every single time I've tried, I end up with the 'something went wrong' screen. I've tried different browsers on my computer, my phone, my husband's computer, and it happens on all of them. Can log in fine, but can't book a cruise it seems. I haven't had the same thing as you, where you've received a booking confirmation even after that screen - i wish I had!

If I didn't have FCC to use up this would completely put me off booking Princess to be honest.

[firefighter4u]

i'm having the same exact problem.  On the phone with Princess now.. and on hold..

[firefighter4u]

So they were not able to fix the problem and had to submit a "work order".  I did discover that I could access my booking a different way and that worked!  So if you click on "booked guests" along the white banner, it takes you to different options.  On the left you then click on "access cruise personalizer".  You'll need your booking number.  At that point  you can manage your upcoming booking - which is what I wanted to do in the first place.

[Steelers36]

On 8/15/2022 at 10:09 AM, azbirdmom said:

 

Exactly what my friend is going through.  At one point they gave her a different email address (adding a 1) and password.  She logged in the next day and she was shown as "Mr." with her husband's birthday instead of her's and with a location of the Phillipines.  She was told by one rep to change it herself which she can't.  And Princess didn't get that using a dummy email address would mean that my friend wouldn't get communications from Princess.  This despite the fact that she gave them an alternate, legitimate email address to use.  It's a giant mess.

Our friend's had similar issue - their birthdate's were switched.  And then, in at least one booking, their middle names were switched.  There are errors in POLAR - the main reservation system which OCEAN Navigators don't know about and don't access. 

 

For the community:

Do not let an OCEAN Navigator change your ID or PSWD in MC App - makes no sense.  Do not let them remove and re-add CC Member Number.  If your booking record has data corruption, you need a regular sales rep to fix the POLAR record.  Changes in POLAR filter down to MC App. 

 

Our friend's records were messed up and made worse.  They lost FCD/FCC applications when the Member Number was removed and re-added.  They lost dining in DMW.  I cannot even restore dining for the four of us because one booking was messed up and had lost FCC.  The Princess billing process charged their credit card for missing $$$ (we are past FP Date and they were paid in full), because the FCC amount was missing and not added back.  It's a mess going to take days to sort out and they are now charged hundreds extra dollars and have to wait for resolution on the FCC in order to get a CC refund.  Just terrible incompetence all-around and meanwhile no logical reason for their birthdates to be crossed up in the first place.  But, be careful as to what a Navigator rep is going to do to your records. 

 

I realize now the one I talked to couldn't even see the real situation in DMW.  DMW has availability for the voyage of concern - it's just that only wife and I can book space and they cannot - nor can I include them with us and book for the four of us.  

[dog]

On 8/13/2022 at 7:26 PM, dog said:

I am having problems too website/ app for latest booking. Other bookings I can access. I contacted IT and they emailed me with questions and are working on it.

You are not alone.

All better!  2 emails did it for me. App & website all fine today—- it did take a week .

[Steelers36]

5 minutes ago, dog said:

All better!  2 emails did it for me. App & website all fine today—- it did take a week .

Good news.  What needed fixing in your case?

[travelingts]

On 8/17/2022 at 9:42 AM, Pink-belle said:

I am posting this, I am in the UK, but hope some still find it helpful.  My husband and I were able to logon to our accounts at the weekend, raised a query and had this reply.

 

“Thank you for your email to Princess Cruises Captain's Circle Please accept our apologies for the late reply to your email. We are currently experiencing a high volume of emails in our inbox and are replying in order of date received.

 

Unfortunately, the process in which guests need to follow in order to update their website login has been recently changed, to which I further apologise for the delays in responding to your query.

 

Due to GDPR reasons, we are unable to update a guests login details on their behalf. In order to update your login email, please visit the following link and 'register' as if you are setting up a new account. https://www.princess.com/my-princess/register/

 

Please ensure all of your details remain the same, apart from your email address and password. Providing that all of your other details match (including your address and date of birth), a duplicate account will not be generated & your login email address will automatically update.

 

In the event that a new account is created in error, please let us know by return of email and we will get the 2 accounts merged for you - keeping the one with your new login details.

 

Thank you for your continued patience and understanding. Please let us know if we can be of any further assistance or if you have any further loyalty related queries that we may be able to assist with.”

 

Basically we needed to change our password to fit the new criteria, no issue with our accounts now.

 

hope this helps

THANK YOU!  THANK YOU!   THANK YOU!   

 

After 3 very frustrating days of talking with multiple "Cruise Vacation Planners", I decided to look on Cruise Critic to see if others were having this issue.  

 

I found this thread and read Pink-belle's post,  following her steps, and making sure everything but my login and PW were new and met the criteria.  Bingo!   I was reunited with my PCL account.  Again, when creating the new account, the ONLY things I changed was the login name (prior it was my email) and password.   It was all there - my member # , Cruise history, Future Cruise Credits and onboard credits.   

 

FYI, prior to this I was using my contact email for my login, but my PW met the criteria.  

 

Again, Thank You.  Now, can someone help me remember the new info?🤣

 

 

[PurpleTraveller]

12 hours ago, Ladyshopper23 said:

I've tried upwards of 10 times in the last 48 hours to book a cruise online. I want to do it online, as am going through a cashback site, and it would be £120 for my cruise, so not a small amount.

Every single time I've tried, I end up with the 'something went wrong' screen. I've tried different browsers on my computer, my phone, my husband's computer, and it happens on all of them. Can log in fine, but can't book a cruise it seems. I haven't had the same thing as you, where you've received a booking confirmation even after that screen - i wish I had!

If I didn't have FCC to use up this would completely put me off booking Princess to be honest.

 

There are so many different issues people are having with the website and it really is not good enough. I am not willing to open a new email account or change my password, which meets all their criteria, just because Princess has an IT problem. I still can't access my account though I can access my booking by using my name, birthdate and booking number. I also only booked with Princess because I had expiring credits to use but I am now rethinking. Good luck with making your booking.

 

[villauk]

On 8/17/2022 at 9:15 PM, RaspberryCremeBrulee said:

My original account which was registered some years ago had my login ID and email address set as the same. My password did contain a capital and a number but not a symbol.

I clicked on the .....register link noted by pink belle and completed form.  I used same email address as previously used. I had to change the login ID. I had to change password so it contained a symbol. My name etc defaulted in to fields so I just checked correct.

 

Not sure if above comments will help.

Good luck.

 

Thank you so much (& Pink-belle). It did work 👍!

[Ladyshopper23]

11 hours ago, PurpleTraveller said:

 

There are so many different issues people are having with the website and it really is not good enough. I am not willing to open a new email account or change my password, which meets all their criteria, just because Princess has an IT problem. I still can't access my account though I can access my booking by using my name, birthdate and booking number. I also only booked with Princess because I had expiring credits to use but I am now rethinking. Good luck with making your booking.

 

I called up, and the personal cruise specialist I talked to was clueless. He did say he'd send an email to a different team for me though!

He also didn't have a clue about a future cruise deposit which I'd used on a previous cruise, then cancelled the cruise under the book with confidence scheme. The future cruise deposit is showing as still being attached to that booking. First he tried telling me it wasn't refundable, which is absolutely not what the website says. Then said he thought I had to "apply" for the refund - surely that should have been done when everything else was cancelled and I had my money refunded plus what would have been cancellation fees returned as future cruise credits (which is why I've got FCC in the first place). He then decided he didn't actually have a clue, and told me to email guest relations.

[dog]

My issues over past couple of weeks:

- 4 bookings.

 

3 worked fine on website/ app

 

4 th booking was added to website, I could not open/ was not able to add it to app

 

printed luggage tags for most recent cruise, but tags were for the 4 th cruise that I could not access on website

 

sent photo of next years tags to support & 2 emails

 

fixed everything without me doing anything

 

today- a cancelled cruise is also in the app, but not on the website.

 

They clearly had to do fix on their part. I never change my log in or delete things myself.

 

[PurpleTraveller]

33 minutes ago, Ladyshopper23 said:

I called up, and the personal cruise specialist I talked to was clueless. He did say he'd send an email to a different team for me though!

He also didn't have a clue about a future cruise deposit which I'd used on a previous cruise, then cancelled the cruise under the book with confidence scheme. The future cruise deposit is showing as still being attached to that booking. First he tried telling me it wasn't refundable, which is absolutely not what the website says. Then said he thought I had to "apply" for the refund - surely that should have been done when everything else was cancelled and I had my money refunded plus what would have been cancellation fees returned as future cruise credits (which is why I've got FCC in the first place). He then decided he didn't actually have a clue, and told me to email guest relations.

 

I spoke to my PVP today about a problem with my booking (which he has hopefully resolved) and as soon as I mentioned my issue with not being able to log in to my account he said that he knew of the issue. He told me to email Captain's Circle with details of the issue I am having and gave me an email address to do so. I will report back the result of my email when I get a reply.

 

Unfortunately a number of service reps do not seem to have any idea about a number of issues which means that you have to ring more than once to get issues resolved. 

 

Good luck with getting your Future Cruise Deposit reinstated.

 

[travelingts]

17 hours ago, travelingts said:

THANK YOU!  THANK YOU!   THANK YOU!   

 

After 3 very frustrating days of talking with multiple "Cruise Vacation Planners", I decided to look on Cruise Critic to see if others were having this issue.  

 

I found this thread and read Pink-belle's post,  following her steps, and making sure everything but my login and PW were new and met the criteria.  Bingo!   I was reunited with my PCL account.  Again, when creating the new account, the ONLY things I changed was the login name (prior it was my email) and password.   It was all there - my member # , Cruise history, Future Cruise Credits and onboard credits.   

 

FYI, prior to this I was using my contact email for my login, but my PW met the criteria.  

 

Again, Thank You.  Now, can someone help me remember the new info?🤣

 

 

Perhaps I spoke too soon.  Didn't work for husband's account.  Found out his contact email had been deleted in his original account.  This isn't the first time this has happened for him.  So now he has duplicate member numbers.  My PVP said Princess IT is well aware of the issue and working at resolving it.   Very disappointing their travel specials aren't.

 

 I have empathy for those who are cruising shortly. Fortunately we have nothing on the books with Princess, so there's no urgency for us.   And, frustrating as it is, I'm filing this at the bottom of my First World Issues list.

 

Heads up, PCL headquarters, in Santa Clarita is installing a new phone system in a few days! 🤞

[dog]

I emailed:

AskOceanMedallion@carnival.com

 

They added these contact numbers for additional support:

 

US- 800-774-6237

 

UK- 0344-3388-663

 

AU- 132488 within AU

 

I had issues with both app & website, not log in problem.  See above.

 

 

[kywildcatfanone]

I'm having the same problems, just emailed Jan Swartz. 

 

I too called in a couple of times, transferred around, and was told to create a new account, but be sure to enter my information exactly as it was in the existing system.  Well guess what, I'm not sure if I can't see it.

 

This is absolutely disgraceful of Princess/Carnival to have these ongoing IT issues, and you can never get to someone to fix it.  I'm not going to try creating a new account and hope that I input the information to match only to find out that I didn't, and now I have a new captains circle number, can't see my booking or FCC's, etc. 

[kywildcatfanone]

My email to padgett and swartz both bounced to me.

[John99]

53 minutes ago, kywildcatfanone said:

My email to padgett and swartz both bounced to me.

What was the email address used?