Catrin1703 Posted June 28, 2017 Report Share Posted June 28, 2017 Hello, I already contacted the Support several times, as well as the travel agency but nobody knows a solution. Maybe one of you had the same problem and found a work arround, this is why I am writing here. Let me explain what happened: on our last cruise we booked onboard for our next cruise starting August 2017. They somehow linked that booking to an american travel agency, however we live in Germany. We had it like this on our previous 4 cruises and it worked without problems with this settings. We paid the cruise fully in May and were able to log in at that day to do excursion bookings as well as beverage packages and Internet. We also paid all this fully. Then suddently the log in to that cruise was not possible anymore. No online check in, no cruise planner, no gifts and gear no cruise details. When I try to log in I get the note "We're sorry, but we are unable to retrieve your booking information at this time. For assistance, please call 866-562-7625." I contacted the support and they told me to wait. I contacted the travel agency and they also told me to wait. After 3 weeks with no access to the booking, I contacted them again and then I was told the problem can not be solved. They told me, due to me being outside the US, and the booking being done inside the US there is a problem. However the travel agent is inside US and can´t log in either. When I try to log in, the country selected on top of the screen is Germany. When I click on change country and select US, it just goes back to the main page and then it says Germany again. The support then told me, they gave my request to the IT department, however they can not tell if at all they can solve this problem. I shall just go to the ship and check in there somehow. And then they told me "how about going to the cruise planner and book an all access tour." Now isn´t that crazy? I tell them I can not log in and they tell me to log in and buy something. This does not seem like they understand anything I told them. And at the end they congratulated to my new platinum status. Well, I guess I can print out the platinum batch and hang it at my bathroom wall as there seems to be no other use for it. Also the support did not explain to me what will happen to all my payments and reservations. I am really worried now that our excursion, beverage and Internet cruise planner bookings and prepaid money are lost. Meanwhile it is a month since we are unable to log in. Did anyone have a similar problem with a blocked log in and solved it somehow? Does anyone know a work arround this country change Problem or the log in problem in general? Did anyone have this problem and can tell me what happened to prepaid excursions and beverage? Where the reservations cancelled when you boarded, or did you get what you booked and paid for? Thanks a lot, Catrin Quote Link to comment Share on other sites More sharing options...
Catrin1703 Posted June 28, 2017 Author Report Share Posted June 28, 2017 P.s tried different browsers and cleared cache and cookies did not help Quote Link to comment Share on other sites More sharing options...
BrianAlt Posted June 28, 2017 Report Share Posted June 28, 2017 Did you try getting into Cruise Planner without logging in? https://www.royalcaribbean.com/cruiseplanner?icid=hpnvbr_pagehe_crs_hm_awaren_953 Catrin1703 1 Quote Link to comment Share on other sites More sharing options...
Catrin1703 Posted June 28, 2017 Author Report Share Posted June 28, 2017 Yes I tried this too. Logged all out and tried to go directely to the planner and then log in but it did not work. Also very strange my other cruise is fully accessible so I can log in to that one and check in online Quote Link to comment Share on other sites More sharing options...
Matt Posted June 28, 2017 Report Share Posted June 28, 2017 Try opening your browser in Private/Incognito mode and then logging in. https://www.howtogeek.com/269265/how-to-enable-private-browsing-on-any-web-browser/ Catrin1703 1 Quote Link to comment Share on other sites More sharing options...
Ocalarnd Posted June 28, 2017 Report Share Posted June 28, 2017 We had a similar access problem. We received error messages about reservation access being unavailable, after our local (USA) travel agent major some changes in conjunction with RCCL that we requested. Spent hours and numerous calls to RCCL phone #. They would say that they can "see it" and it should be accessible to me, and they "reset" it several times. Finally after several days and calls to RCCL and our agent, it was working again. I can't prove this, but I believe there was some issue with our agent not fully logging out or incorrectly disconnecting from our reservation, may have been the problem. Yes, we tried all the cache, history, and memory clearing on our end as well, to no avail. So see if your US agent can open the reservation again, and then fully log out from it, and see if RCCL tech support can "reset" the access permissions. Or yours may be an entirely new IT mystery (things can get blocked easily when the IP addresses of different countries and firewall rules get involved. Good Luck. Catrin1703 1 Quote Link to comment Share on other sites More sharing options...
BrianAlt Posted June 28, 2017 Report Share Posted June 28, 2017 This really stinks. Sorry it's happening to you. Catrin1703 1 Quote Link to comment Share on other sites More sharing options...
Catrin1703 Posted June 28, 2017 Author Report Share Posted June 28, 2017 45 minutes ago, Matt said: Try opening your browser in Private/Incognito mode and then logging in. https://www.howtogeek.com/269265/how-to-enable-private-browsing-on-any-web-browser/ I did this too but it did not help with none of the browsers Quote Link to comment Share on other sites More sharing options...
godukes_2017 Posted June 28, 2017 Report Share Posted June 28, 2017 But we got Snapchat goggles doe......IT dept needs major help RestingBird and Catrin1703 2 Quote Link to comment Share on other sites More sharing options...
Catrin1703 Posted June 28, 2017 Author Report Share Posted June 28, 2017 46 minutes ago, Ocalarnd said: We had a similar access problem. We received error messages about reservation access being unavailable, after our local (USA) travel agent major some changes in conjunction with RCCL that we requested. Spent hours and numerous calls to RCCL phone #. They would say that they can "see it" and it should be accessible to me, and they "reset" it several times. Finally after several days and calls to RCCL and our agent, it was working again. I can't prove this, but I believe there was some issue with our agent not fully logging out or incorrectly disconnecting from our reservation, may have been the problem. Yes, we tried all the cache, history, and memory clearing on our end as well, to no avail. So see if your US agent can open the reservation again, and then fully log out from it, and see if RCCL tech support can "reset" the access permissions. Or yours may be an entirely new IT mystery (things can get blocked easily when the IP addresses of different countries and firewall rules get involved. Good Luck. Our travel agent set us on wait list for traditional dining but we were able to log in at that time still. By now the agent is not able to access anymore just like me. However I will call her up and ask her to get a reset by the support Quote Link to comment Share on other sites More sharing options...
Geema Posted June 28, 2017 Report Share Posted June 28, 2017 Quote I was having the same problem. I switched browers to Mozilla Firefox and have not had any problems. Good Luck! Quote Link to comment Share on other sites More sharing options...
cruiselovin00 Posted June 28, 2017 Report Share Posted June 28, 2017 Only other thing you might try is use a VPN to log in with a US IP instead of a German one. That might allow you to access the US options. Quote Link to comment Share on other sites More sharing options...
DocLC Posted June 29, 2017 Report Share Posted June 29, 2017 1 hour ago, cruiselovin00 said: Only other thing you might try is use a VPN to log in with a US IP instead of a German one. That might allow you to access the US options. I thought of suggesting that, too, but if the US agent can't log in, I figured it was beyond a location issue. Quote Link to comment Share on other sites More sharing options...
Catrin1703 Posted June 29, 2017 Author Report Share Posted June 29, 2017 I tried different browseres and deleted all cache, cookis and history. I tried to access from other pages. Logged everything out. My travel agent is in the US. She will now again try to get the support on resetting everything on their site. Quote Link to comment Share on other sites More sharing options...
Catrin1703 Posted June 29, 2017 Author Report Share Posted June 29, 2017 Meanwhile the system shows unites states as country, however still no log in possible on my side... Quote Link to comment Share on other sites More sharing options...
Catrin1703 Posted June 30, 2017 Author Report Share Posted June 30, 2017 Well I tried again and again the past days with all kind of settings and god knows why but today was the day I had access to the check in for about 3 hours! I was able to complete the check in however I was not able to get to the luggage tags or documents. But well it's still some days and I will just keep on trying. BrianAlt 1 Quote Link to comment Share on other sites More sharing options...
WAAAYTOOO Posted June 30, 2017 Report Share Posted June 30, 2017 Progress !!! Catrin1703 1 Quote Link to comment Share on other sites More sharing options...
Michel Posted June 30, 2017 Report Share Posted June 30, 2017 I have the same problem... RC customer service not helping at all. Quote Link to comment Share on other sites More sharing options...
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