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Genie – Frequently Asked Questions

Q.
Some or all of my Disney PhotoPass Lenses are missing—what happened?
A.
If you're not seeing or only seeing some of the Disney PhotoPass Lenses, please check for the following issues:

Device Settings
An eligible mobile device with the My Disney Experience mobile app is required to access and use Disney PhotoPass Lenses. To access and use Disney PhotoPass Lenses, you must grant the app access to your mobile device’s camera and location. Granting the app access to your device microphone is optional; however, if you do not grant this access, your videos will record without sound. Granting the app access to your photo library is also optional; however, if you do not grant this access, then you will not be able to store photos and videos captured using Disney PhotoPass Lenses to your mobile device.
 
Consent
Many Disney PhotoPass Lenses use technology that detects the coordinates of key points on a Guest’s face and/or hands (“attribute lenses”). Attribute lenses may only be used by Guests 18 years of age and older, who have consented to use of this technology. Therefore, Guests unable to provide such consent, as well as Guests under 18 years of age, will have fewer Disney PhotoPass Lenses available to use.
 
Your Location
Select Disney PhotoPass Lenses are accessible only within designated areas of Walt Disney World Resort. Attribute lenses are not available for use outside of the 50 United States and the District of Columbia. Within the United States, they are not available for use in certain states or localities.
 
Genie+ Service Expired
After purchasing Disney Genie+ service, Walt Disney World Guests can access many Disney PhotoPass Lenses in the My Disney Experience mobile app as soon as they enter the park. Other Disney PhotoPass Lenses will remain accessible in the My Disney Experience mobile app until 5:59 AM Eastern Time, on the 45th day after using your Disney Genie+ service purchase.
  • For assistance with your Walt Disney World vacation, including resort/package bookings and tickets, please call (407) 939-5277.
    For Walt Disney World dining, please book your reservation online.
  • 7:00 AM to 11:00 PM Eastern Time. Guests under 18 years of age must have parent or guardian permission to call.
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