Hi all! Thanks again for your help here. I wanted to add an update in case anyone has similar issues in the future:
The process
- I was told IT would be able to resolve it before my September trip, but unfortunately it didn't work out.
- I went to Guest Services on the last day of my trip to see if they could help, and was told that unfortunately they didn't have access to these types of issues and I'd need to call
- I didn't, since it was my last day and didn't want to waste any time
- I called today regarding my upcoming December trip, and was able to speak with a supervisor (see below)
Mobile Ordering in September
- While I was told a few times by phone TMs that I could mobile order without logging into the app, that just wasn't the case. So I ended up ordering at cash registers, but onsite TMs were super helpful and it turned out ok
- Interestingly enough, a Guest Services supervisor tried to mobile order without logging in after IT said he could, and he agreed with me that it's not possible. So I've heard and read conflicting things, even from the Universal team, but in practice it just doesn't work
Resolution
- Ultimately, though IT removed my duplicate accounts, their system just wasn't a fan of my email address
- I ended up having to create a new gmail account just for Universal stuff (I don't want to use my work email) and set up forwarding to my main address
- I linked a CC/my new preferred pass in the app using this new email login
- A Guest Services supervisor offered me express passes for a future visit, though in December I'll be at HRH. He did say I could use them anytime and they wouldn't expire, so that was really nice of him
...and that's it! Hopefully there won't be any future issues for me & the app, especially if more things are linked to it in the future (hotels, other perks, permissions, etc.).