Contact Universal Orlando Resort Support

I downloaded the app at the beginning of our 6 day trip with 6 adult-aged (according to Universal’s standards) people in order to streamline the process of paying for meals, etc. I was only able to sign in ONE time after setting up the account, then it logged me out and I haven’t been able to sign back in to my account again. It keeps giving me an error message and telling me to “try my action again.” It also only allowed me to scan 5 of our 6 passes into my account, then gave me an error message about too many bad scans (I only scanned each pass once!) and wouldn’t let me scan my son’s pass in at all. I have to be physically present for every food purchase, credit card in hand, running the risk of dropping it or losing it, or handing out cash to 4 different teenagers to run and get what they want to eat or refill their cups. The app is glitchy, the wait times are inaccurate, and I can’t even use the app for the purpose I intended. When I asked an employee about it, I just got a shoulder-shrug. (I definitely prefer the service, cleanliness, and streamlined processes at DW over Universal.) This app is a waste of phone space.

The first time I attempted to make the purchase my account was charged then the transaction was reversed. When I called to get assistance to find out why I was told that it is impossible to find out the decline reason on universals end(I had already contacted my bank to find out if it was on their end). I was told that it is impossible to find out the decline reason because the people who can do that research do not speak with customers and the employee manager(Mike) could not take my care number to provide them with to look the decline reason up. He also said that they(the department that can look up decline reasons that does not speak with customers) could not look up the profile attached to the card to look up the card number find out why my card declined. Their only solution was to a different way of purchasing the tickets or re-download the app. I am lucky that I was able to purchase the tickets after I re-downloaded since they could offer me no help if it hadn’t. I understand that the people who assist with the transactions themselves do not speak with customers but their must be a way for the customer service center to put in a research request.

My husband and I really used to like this park. I no longer do. I looked at the ride guide online and saw that many of the rides showed a wheelchair and did not picture a wheelchair going to walking. (Meaning you have to get out of the wheelchair) My son has Duchenne Muscular Dystrophy and fell and broke his leg in May. He did this by standing and attempting to go to the bathroom. That leg is 50% healed. Also after getting off the train to go to Islands of adventure when we got to the elevator the employee motioned for us to keep walking. We did only to come to a STAIR case. How was my son suppose to get DOWN? We go back to the elevator line to be told there are 2 people ahead of us. When we had just been there a couple of minutes ago. I told the lady you sent us down to the end. I was upset! She said I wish there were signs. Then a couple of minutes later she came up to us to say if you go to guest services you could tell them we need signs. REALLY. I was beyond angry. I couldn’t even talk to her because it would not have ended well. We will not be coming back and I would not recommend this app ark to anyone in a motorized wheelchair. The labeling on the rides is misleading.