Website login issue

[Muffinz]

For sometime now I haven't been able to login to Princess.com using my e-mail and password (that I set up long before we booked our cruise)

The only way I can access our booking is by going to princess.com, clicking on booked guests / manage booking and entering in my wifes details and our booking number - is this normal?

 

I've just been on Princess live chat to ask why I can't access our booking by logging in with my e-mail and password and they just sent me the link to access our booking and said I don't need an e-mail address to manage our booking.

I'm not overly bothered by this, but just thought I'd be able to access our booking by logging into princess site (top right login) with my e-mail address and password.

 

another thing is - I have entered in all our details / information / photos...etc.. on the app and web version and it comes up with this under 'check-in'

 

but the frustrating thing is it doesn't tell me what is part is incomplete.

 

again I'm not overly worried about it as we don't sail until December (final payment due next week) but it would be nice if I could click on my name or something and have it bring up whatever section is incomplete.

Should I be worried about this or is this normal?

[Arizona Wildcat]

Princess has all sorts of IT issues.  Last cruise called them and they filled everything in.

[ggprincess2004]

Muffinz, I have the same log in issue as you do. It has persisted for several months. I have cleared browsing history, cold booted, changed computers, all to no avail. While I can get into my booking usiing the booking code, etc., I cannot access "my account", I just get the technical difficulties screen. This means I cannot see remaining FCDs, days and cruises sailed, etc., In addition, if I try to book a cruse, I cannot do so on line, as I get the technical difficulties screen (even when not logged in) when I should be getting the "select a cabin screen, so I cannot even see available staterooms to discuss options with my PCP. I have contacted my PCP, but we are now in a holiday weekend, so I am hoping the IT department (yes, I know) will be in touch on Tuesday with an  actual solution. Will let you know how it is going.

Wondering how many others are in the same situation?

[dog]

same issues all the time. i get in by going to app and at top click on excursions--that takes me to website for that cruise.

[Muffinz]

I'm not too worried about it.... can access the cruise fine by the method mentioned in my first post.. I just thought they could marry my login / password up with the cruise booking, but obviously not.

[PacnGoNow]

I assume you have tried other browsers or devices to login with your email and pw?  Are you using a PC or laptop?  Do you have a smartphone?  Try that.  
 

You don’t say if you downloaded the Princess App.  You may still have to sign in with the booking number, but you can order your Medallion on there and you will get alerts on there for any incompletes.

 

As far as not being able to login with email and pw, you will need to call PCL and make sure to get the prompt to speak to Ocean Ready.  They will probably have to open a ticket to fix this.  The last month, there have been trained reps whom have been able to help.  Chat can’t do this fix.

 

Let us know your outcome.

 

Do not worry about the incomplete. It will stay like that. Until you have completed everything on the downloaded App.  Old programming.
 

[PacnGoNow]

10 hours ago, ggprincess2004 said:

Muffinz, I have the same log in issue as you do. It has persisted for several months. I have cleared browsing history, cold booted, changed computers, all to no avail. While I can get into my booking usiing the booking code, etc., I cannot access "my account", I just get the technical difficulties screen. This means I cannot see remaining FCDs, days and cruises sailed, etc., In addition, if I try to book a cruse, I cannot do so on line, as I get the technical difficulties screen (even when not logged in) when I should be getting the "select a cabin screen, so I cannot even see available staterooms to discuss options with my PCP. I have contacted my PCP, but we are now in a holiday weekend, so I am hoping the IT department (yes, I know) will be in touch on Tuesday with an  actual solution. Will let you know how it is going.

Wondering how many others are in the same situation?

Account data corrupted.  IT fix for sure.

They should be able to fix it for you.  I was told they switched the department around somewhat about a month ago.  Still some of the same programmers though.

 

Your CVP should be able to get to the right people.  Do let us know.  Good luck.

 

[ggprincess2004]

2 hours ago, PacnGoNow said:

Account data corrupted.  IT fix for sure.

They should be able to fix it for you.  I was told they switched the department around somewhat about a month ago.  Still some of the same programmers though.

 

Your CVP should be able to get to the right people.  Do let us know.  Good luck.

 

Thank you - good to know I am on the right track with this kicked to IT. Appreciate the info very much.

[suzQ28]

Did you ever get this resolved?  I’m in the same situation and called in several days ago and they opened an IT ticket and promised it would be fixed within one day.  That was 4 days ago and still not working nor any contact from them. 

[Muffinz]

I’ve not had the problem resolved… but it’s not that much of an issue for me

[MamaStang]

We have consistently received that "technical issue" message on all our computers and laptops for probably two months.  Have contacted our vacation planner when needed for currently booked cruises and had things resolved but have been unable to research other potential cruises no matter logged in or not and it is very frustrating.  It takes days for our planner to call us back so calling him or waiting ages for the chat function to be available is not really the answer.  

[mina]

I am having the same issue for about two months.  Is there a way to email as opposed to calling their it department? 

[MamaStang]

28 minutes ago, mina said:

I am having the same issue for about two months.  Is there a way to email as opposed to calling their it department? 

I just clicked on the chat line again a few minutes ago  Didn't expect anything to come of it and it did not.  "Charlene" claimed this was the first time the IT Department had been notified of the issue but she would escalate.  She offered to help me with any cruises but I need to be able to just peruse all the cruises on the website to narrow things down, not get one specific answer to one specific question.  Useless.

[MamaStang]

On 9/1/2024 at 7:18 PM, Muffinz said:

For sometime now I haven't been able to login to Princess.com using my e-mail and password (that I set up long before we booked our cruise)

The only way I can access our booking is by going to princess.com, clicking on booked guests / manage booking and entering in my wifes details and our booking number - is this normal?

 

I've just been on Princess live chat to ask why I can't access our booking by logging in with my e-mail and password and they just sent me the link to access our booking and said I don't need an e-mail address to manage our booking.

I'm not overly bothered by this, but just thought I'd be able to access our booking by logging into princess site (top right login) with my e-mail address and password.

 

another thing is - I have entered in all our details / information / photos...etc.. on the app and web version and it comes up with this under 'check-in'

 

but the frustrating thing is it doesn't tell me what is part is incomplete.

 

again I'm not overly worried about it as we don't sail until December (final payment due next week) but it would be nice if I could click on my name or something and have it bring up whatever section is incomplete.

Should I be worried about this or is this normal?

 

We just got back from an Alaska cruise on the Discovery.  Right up to a few days before leaving ours also said "incomplete" and it was because they claimed we had not ordered our medallions.  Decided just to deal with it in port.  All the sudden the medallions showed up in the mail and while it still said "incomplete" we suddenly went from blue lane to green.  Just hang in there.

[FLAlaska]

Princess IT isn't what I would call impressive LOL

 

My app and the website use different login info.. even thought it should be the same.  They both use my email address but have different passwords. Go figure. If I try to change the password in one to match the other, then my cruises disappear. So I leave it as is....Been this way over a year. 

[mina]

OMG!!!!  I can not believe it.  I just called in and got told by the fantastic, so well trained,  Phillipino representatives that Princess no longer has an IT department and only they can help me (later one of them tells me that they only do reservations and can not resolve my issue -- but they are the ones who provide technical support??).    One of them put me on hold for over 30 minutes till I Hung up and called again.  The next one told me that this is a known issue and the only way to access the details of your booking is to log out and access through your booking number.  So if you are trying to book a new cruise with your casino offers you are out of luck.   I asked to be escalated and was told there is no one to escalate you to and then I asked to be transferred to the call survey -- which he promptly hung up and did not connect me to the survey -- go figure.  So I guess I now need to call my casino host every time I want a casino price on a cruise even if I am not ready to book -- that is gonna go over well..... 

[dog]

12 minutes ago, mina said:

OMG!!!!  I can not believe it.  I just called in and got told by the fantastic, so well trained,  Phillipino representatives that Princess no longer has an IT department and only they can help me (later one of them tells me that they only do reservations and can not resolve my issue -- but they are the ones who provide technical support??).    One of them put me on hold for over 30 minutes till I Hung up and called again.  The next one told me that this is a known issue and the only way to access the details of your booking is to log out and access through your booking number.  So if you are trying to book a new cruise with your casino offers you are out of luck.   I asked to be escalated and was told there is no one to escalate you to and then I asked to be transferred to the call survey -- which he promptly hung up and did not connect me to the survey -- go figure.  So I guess I now need to call my casino host every time I want a casino price on a cruise even if I am not ready to book -- that is gonna go over well..... 

yep. Not surprised.  I have been reporting issues and have asked for a fix since first of May. Nothing.

[PacnGoNow]

1 hour ago, mina said:

OMG!!!!  I can not believe it.  I just called in and got told by the fantastic, so well trained

Well, you started out with this…

I was thinking positive until I read on…

 

Too bad they haven’t trained them by now.  Did you call and push the prompts for OR Ocean Ready?

 

If you don’t, then you go to the regular call center.  I did get someone a few weeks ago in OR, Alex and he was very good.  He was able to make a correction on the App.

 

[mina]

24 minutes ago, PacnGoNow said:

Well, you started out with this…

I was thinking positive until I read on…

 

Too bad they haven’t trained them by now.  Did you call and push the prompts for OR Ocean Ready?

 

If you don’t, then you go to the regular call center.  I did get someone a few weeks ago in OR, Alex and he was very good.  He was able to make a correction on the App.

 

Good thinking. My issue is with the website, not the app.  If it does not fix shortly, I will try that! 

[PacnGoNow]

35 minutes ago, mina said:

Good thinking. My issue is with the website, not the app.  If it does not fix shortly, I will try that! 

It is their IT dept and they should be able to fix your issue.  There is the website App and the downloaded App.

 

Good luck!

[FLAlaska]

2 hours ago, mina said:

OMG!!!!  I can not believe it.  I just called in and got told by the fantastic, so well trained,  Phillipino representatives that Princess no longer has an IT department and only they can help me (later one of them tells me that they only do reservations and can not resolve my issue -- but they are the ones who provide technical support??).    One of them put me on hold for over 30 minutes till I Hung up and called again.  The next one told me that this is a known issue and the only way to access the details of your booking is to log out and access through your booking number.  So if you are trying to book a new cruise with your casino offers you are out of luck.   I asked to be escalated and was told there is no one to escalate you to and then I asked to be transferred to the call survey -- which he promptly hung up and did not connect me to the survey -- go figure.  So I guess I now need to call my casino host every time I want a casino price on a cruise even if I am not ready to book -- that is gonna go over well..... 

Try this

customerrelations@princesscruises.com

 

Editted 

Edited September 13 by FLAlaska

[ggprincess2004]

My issues persist, and now I cannot access any bookings via "booked guests" either, and my app file is corrupted, my future booked cruises are showing a few of someone else's and none of mine. IT was supposed to be in touch last week, but still no contact. They could lose someone with over 100 Princess Cruises and 10 bookings if they don't resolve this very soon. Frustration is overwhelming.

[dajim]

I have found that if you open an "in private" window the princess site seems to cooperate there.  Don't ask me why.

[leck57]

On 9/2/2024 at 9:18 AM, Muffinz said:

 

another thing is - I have entered in all our details / information / photos...etc.. on the app and web version and it comes up with this under 'check-in'

 

but the frustrating thing is it doesn't tell me what is part is incomplete.

 

again I'm not overly worried about it as we don't sail until December (final payment due next week) but it would be nice if I could click on my name or something and have it bring up whatever section is incomplete.

Should I be worried about this or is this normal?

 

I get this as well but it has never created a problem. The App says "Ready to Sail" yet I also get the Incomplete notation on the Personaliser. I just gave up trying to work out why. This has occurred for my last three cruises over the past 18 months and you'd think by now Princess IT would have fixed it. 

[Dutchman48]

On 9/1/2024 at 4:18 PM, Muffinz said:

 

 

another thing is - I have entered in all our details / information / photos...etc.. on the app and web version and it comes up with this under 'check-in'

 

but the frustrating thing is it doesn't tell me what is part is incomplete.

 

 

Was frustrating to me also.

Finally realized that till you clicked on all forms and follow all prompts even if it's something that does not apply to you. I was not able to get status complete till I clicked on the dietary Request Link.

It was also a pain to scroll down the contract form to click acknowledgement