Unfortunately, I had the same issue. I was locked out of the Princess Promotions site for about 6 months. The CVP that sold the package to me was unable/uninterested in resolving this issue. He told me that many of his Canadian customers had this issue. I had already used the credit for my cruise last summer, but had some hotel credits I wanted to use this past summer. After much back and forth with the Princess CVP he managed to connect me with a person who resolved this issue for me. What she had me do was:
1. Clear cookies and cache on the computer
2. Be on Google Chrome or Microsoft Edge preferably ( I managed to get this to work on Safari)
3. Take everything out of the address bar and manually put in www.ca.princesspromotions.com
4. Log in to your account
This worked for me so I hope it will be of some use to your parents. Best of luck!
