Disney+ email address change

When you login to your self serve and go to your subscriptions, at the Disney+ area, does the button say launch or activate?

Do your other stream+ services work? Or did you only subscribe to Disney+? 

Disney+ has the launch button since it was already activated and the subscription was accessible until a couple days ago.

The Netflix and Amazon Prime subscriptions are working fine.

You mentioned it was accessible few days ago, is there any chance you linked the Koodo subscription with a different email address in Disney+ Can you doublecheck?

Disney cannot find any email addresses that possibly linked to my Koodo subscription. The Koodo technician resubmitted my actual Koodo email address to Disney and yet Disney still cannot find it in their system. Disney placed the responsibility back onto Koodo to rectify a possible computer “glitch.” Try reestablishing the link as per their suggestion. There is nothing they can do on their end so Disney claimed.

Well, you could let Disney find it if you had provided personal details to them. I guess they had another searching tool based on the information to find out the details. 

Since you already contacted Koodo, I will flag a rep here to see if they had more information.

When my Disney+ stream account was activated, the only information provided to Disney was an email address. Nothing else was required. Now Disney is saying they don’t any other way of finding my account. I don’t exist in their system. Koodo says I exist in their system. Obviously there is a conflict but either side can’t rectify this situation since they don’t have the ability or means to communicate with one another. There is no direct phone number to either side only the online chat. The emphasis had always been on the customer to be responsible to convey the problems to either side. Trying to schedule a callback to have a three way conversation is next to impossible. Leaving the unresolved situation as status quo seems to be ideal for both parties. 

Silly question, but have you tried to use the email you used to sign in on the Apple TV box initially when everything was working?  THat was the email you used to activate Disney+ right?  So it should still be working?

Hello ​@FortuneKookie We’re sorry to hear that the experience was less than ideal. We recommend that you complete the following support form in order for our dedicated team to look over the situation. 

Disney+ no longer works on the Apple TV box since I changed the email address. Apple will no longer allow access to Disney through their portal and I’m to deal with Disney directly. 

How did you change the email address?

I changed my email address on the my Disney.com website.

What happens when you change it back?

Have you tried to login to the previous email login?

Disney asks me to choose a stream plan when I log in  on the Disney Stream app. The page is French Canadian.

I spent numerous hours the past couple of days talking to both Koodo and Disney with no resolution. It would be less irritable if I am given an update on any progress. It is frustrating having to explain the problem over and over with each customer representative and technician without any type of solution. It is like being unaware of the problem therefore the problem is only mine. 

The typical solution from Koodo is to cancel existing subscription and re-subscribe. However, it seems you didn't want to proceed due to promotion concerns? 

From your description, the email change at Disney plus might be the issue, it didn't link Koodo payment with your new Disney+? Honestly, I don't understand why Disney couldn't find your account. 

Have you completed the form the rep mentioned above?

Form was completed. No response yet. 
 

In response to Dihn, canceling my existing subscription and opening the same subscription would be ideal for both parties. More revenue without any effort on their behalf and this issue resolves itself.

What is wrong is the inability for these two companies to communicate amongst themselves to fix a seemingly simple problem without having a paying customer act as a mediator. 
 

However, as you mentioned, Koodo said they didn’t find any problem on their end and it worked until you changed the email at Disney? I would recommend you wait for the support team response.

Still waiting………..

Let me flag a rep to check on the status

​@FortuneKookie 

We have just sent you a PM with more details, please check your community inbox when you get the chance.