Issues with MedallionClass App

[syymisc]

We've been having a few issues with the MedallionClass App:

1. Our Captain's CIrcle status is not showing on the App correctly, it should be Platinum instead of Gold.

2. As a result, the pricing for the WiFi package on the App does not reflect the 50% discount properly.

3. Most recently, the WiFi package shows a message "No Plans Available To Purchase". We were told this was due to the recent price increase.

 

Has anybody been able to order WiFi package on the MedallionClass App since Tuesday of last week (12/13/2022)? Do you see the same message of "No Plans Available To Purchase"? We'd like to know if this is a system wide issue or just for us specifically. Thanks.

 

 

[Rick&Jeannie]

Welcome to Cruise Critic!  Is it possible that you have 2 (or more) Captain's Circle numbers?  We've seen this before where someone booked without being logged in...or it just plain didn't recognize (for whatever reason) your existing number.  Check your history under "Account" and see if it shows your past cruises.  If you have any docs from previous cruises compare the numbers there.  If they do not match you can call in and the rep should be able to fix this rather easily.  It's fairly common.

 

Keep us posted as to what you find out.

[PacnGoNow]

1 hour ago, syymisc said:

We've been having a few issues with the MedallionClass App:

1. Our Captain's CIrcle status is not showing on the App correctly, it should be Platinum instead of Gold.

2. As a result, the pricing for the WiFi package on the App does not reflect the 50% discount properly.

3. Most recently, the WiFi package shows a message "No Plans Available To Purchase". We were told this was due to the recent price increase.

 

Has anybody been able to order WiFi package on the MedallionClass App since Tuesday of last week (12/13/2022)? Do you see the same message of "No Plans Available To Purchase"? We'd like to know if this is a system wide issue or just for us specifically. Thanks.

 

 

There are still pricing issues with the App and have been since last week.  I have not heard of a fix time. 

 

Your loyalty level may or may not have any effect on this.  Check your account online and see if it reads correctly as platinum.

 

Did you try to purchase on the website version of the App?  Not sure what that response is now.  

 

You don’t say when your sailing, if time, I’d give it a few days to see if it’s fixed.

It may correct itself! 😳

 

If not, I’d call PCL, pick the option to talk to the Medallion App team and report it, if it’s only incorrect on the App. 
 

 

[syymisc]

8 hours ago, PacnGoNow said:

There are still pricing issues with the App and have been since last week.  I have not heard of a fix time. 

 

Your loyalty level may or may not have any effect on this.  Check your account online and see if it reads correctly as platinum.

 

Did you try to purchase on the website version of the App?  Not sure what that response is now.  

 

You don’t say when your sailing, if time, I’d give it a few days to see if it’s fixed.

It may correct itself! 😳

 

If not, I’d call PCL, pick the option to talk to the Medallion App team and report it, if it’s only incorrect on the App. 
 

 

My online account does show the right circle's status. I had to make multiple chats and calls to correct my status associated with various bookings that I have. The website version of the App doesn't offer a way to purchase the WiFi packages. I've been waiting for more than a few days so it's time for me to call PCL again...

[syymisc]

9 hours ago, Rick&Jeannie said:

Welcome to Cruise Critic!  Is it possible that you have 2 (or more) Captain's Circle numbers?  We've seen this before where someone booked without being logged in...or it just plain didn't recognize (for whatever reason) your existing number.  Check your history under "Account" and see if it shows your past cruises.  If you have any docs from previous cruises compare the numbers there.  If they do not match you can call in and the rep should be able to fix this rather easily.  It's fairly common.

 

Keep us posted as to what you find out.

I did have an issue of having two Captain's Circle numbers which was fixed a while back. My online account does show the correct circle's number, status, and cruise history. The problem right now is with the MedallionClass App which doesn't show my status correctly and doesn't allow me to purchase any WIFI packages. 

[Steelers36]

11 hours ago, syymisc said:

We've been having a few issues with the MedallionClass App:

1. Our Captain's CIrcle status is not showing on the App correctly, it should be Platinum instead of Gold.

2. As a result, the pricing for the WiFi package on the App does not reflect the 50% discount properly.

3. Most recently, the WiFi package shows a message "No Plans Available To Purchase". We were told this was due to the recent price increase.

 

Has anybody been able to order WiFi package on the MedallionClass App since Tuesday of last week (12/13/2022)? Do you see the same message of "No Plans Available To Purchase"? We'd like to know if this is a system wide issue or just for us specifically. Thanks.

 

 

 

1 hour ago, syymisc said:

I did have an issue of having two Captain's Circle numbers which was fixed a while back. My online account does show the correct circle's number, status, and cruise history. The problem right now is with the MedallionClass App which doesn't show my status correctly and doesn't allow me to purchase any WIFI packages. 

There is a permanent "sticky" thread at the top of the Princess forum for Medallion Class App (now Princess App) issues.  This particular one has been a bug-bear for many guests for some time now.  On our side of the fence, we do not know why this has been an issue for Princess IT, nor do we know why it is still an issue a year or so later.

 

[racj846]

^^^^ My issues exactly.  Circle status in wrong and no Medallion Net package available to buy for cruise next March.  

 

I sent an email to   askoceanmedallion@carnival.com  who have "'submitted a ticket to our tech team to resolve the loyalty level issue'

 

 

[abbydancer2003]

I wonder if I should email them asking why, when I picked boarding group A for my cruise tomorrow it switched itself to D three days ago?  Of course I have my transportation arranged so I'm just going when I arranged to go.

 

Last cruise it moved me from the green lane to the blue lane for no good reason (actually I think it unlinked the credit card - found that when I went to the casino and it made me go to guest services to relink)

[PacnGoNow]

4 hours ago, abbydancer said:

I wonder if I should email them asking why, when I picked boarding group A for my cruise tomorrow it switched itself to D three days ago?  Of course I have my transportation arranged so I'm just going when I arranged to go.

 

Last cruise it moved me from the green lane to the blue lane for no good reason (actually I think it unlinked the credit card - found that when I went to the casino and it made me go to guest services to relink)

I would not bother at this point to contact them over a boarding group.  Just go when you have planned.  
Have a great cruise.

 

[PacnGoNow]

6 hours ago, syymisc said:

My online account does show the right circle's status. I had to make multiple chats and calls to correct my status associated with various bookings that I have. The website version of the App doesn't offer a way to purchase the WiFi packages. I've been waiting for more than a few days so it's time for me to call PCL again...

Then, it is the known issue with the App.

If you call your TA/CVP or PCL you can tell them you want to purchase MedallionNet with your discount.  Sometimes they will do it, not always.  They may tell you to purchase full price and get the 50% OB.  This has been a problem for a very long time, off and on.

 

If you have time, you can send a message to IT:

askoceanmedallion@carnival.com

 

Or, do the phone call routine.  

[philv]

I called Princess about problem purchasing internet package yesterday and was told problem was due to system enhancements. Rep said I would receive a phone call notifying me when available. Rep said pricing would remain same as before outage.

[san diego sue]

MY appl. shows us a blue (we are Elite). After several calls and 6 more cruises taken, still shows me as Blue member.However, when my Medallions come, they are in the right black color.On website it is correct.

I can't purchase internet at a discount on the Appl. Most of the time we do Princess plus so not a problem.

[that]

34 minutes ago, san diego sue said:

MY appl. shows us a blue (we are Elite). After several calls and 6 more cruises taken, still shows me as Blue member.However, when my Medallions come, they are in the right black color.On website it is correct.

I can't purchase internet at a discount on the Appl. Most of the time we do Princess plus so not a problem.

Where do you see blue for Captains Circle on the app?

 

[Rick&Jeannie]

1 hour ago, philv said:

 Rep said I would receive a phone call notifying me when available. 

Hah! Don't hold your breath!

[PacnGoNow]

34 minutes ago, that said:

Where do you see blue for Captains Circle on the app?

 

Click on profile/picture (lower right corner)

Look at the sea witch. Shows the loyalty color.

 

[that]

Thanx , mine shows blue too 🙄

Edited December 22, 2022 by that

[that]

But DH shows black. 🙄

[syymisc]

Just to report back on this issue. We were able to purchase the Medallion*Net packages for our bookings by calling 1-800-Princess. We had to ask the navigator to escalate our issues and the next level up rep had access to help us make the purchases. Our MedallionClass App continues to show our Captain's Circle status incorrectly. They believed the issue was due to our bookings were created before our circle status moved up and they entered a ticket for their IT department. There's no estimate on when the issue would be resolved.

[abbydancer2003]

On 12/22/2022 at 1:07 AM, PacnGoNow said:

I would not bother at this point to contact them over a boarding group.  Just go when you have planned.  
Have a great cruise.

 

Thanks.  I was kidding.  Yesterday the boarding group disappeared completely.   Didn’t matter, all they asked was green or blue.  We said elite and went to that line. On the ship by 11:20 or so 

[Guest ldtr]

On 12/21/2022 at 10:55 AM, Rick&Jeannie said:

Welcome to Cruise Critic!  Is it possible that you have 2 (or more) Captain's Circle numbers?  We've seen this before where someone booked without being logged in...or it just plain didn't recognize (for whatever reason) your existing number.  Check your history under "Account" and see if it shows your past cruises.  If you have any docs from previous cruises compare the numbers there.  If they do not match you can call in and the rep should be able to fix this rather easily.  It's fairly common.

 

Keep us posted as to what you find out.

I believe this problem dates from the early days if the App.  I suspect that if the database that the App uses could not access your Loyalty number when you first used it, it created a new one.  For most things it did not matter since the main Princess data was properly linked to the main number so the ship had the correct information.  The only place the error showed up was with the color of the logos on the app (such as on the green check in box) and when ordering internet before the cruise. Since the apps number was never used for anything else it never changed.  Because there was an App number populated it would not download the correct one from the main Princess DB. I .also had another symptom   Any cruises linked to the app on my phone could not be access via the web based version.  It said that they had already been linked.

 

I was able to get mine fixed using the chat function on the Princess web site, when I told the person the same things as above they were able to fix it in about 10 minutes.  They did not say if my suspicions were correct, but they were able to resolve it.  No one on the ship knew anything about it or how to fix it.