Online Technical Support

Accounts can be tricky. There are a number of things that could be the issue.

Which scenario best matches what you are experiencing?

We are happy to hear that you want to create an online account! Here's some great information on how to get started.

With a Dollywood.com account, you will be able to easily access your order information, digital tickets and create an itinerary to plan your trip.

Passholders are required to have a Dollywood.com account to purchase or renew your passes online. Having an account also allows you to enjoy being able to access your Season Pass (when linked to your account or purchased with your account) and perks like Bring-A-Friend tickets and exclusive discounts.

Here are some resources and instructions on how to create an account or log in.

Helpful Links

On Desktop

You can navigate to the account section of the website via Sign In (if they already have an account) or Register (if they need to create an account) in the upper RIGHT of the navigation.

On Mobile

The Sign In or Register and Account links are in the hamburger menu in the upper LEFT.

We are sorry for the inconvenience. When you receive an "account locked" message, it usually means a password was entered incorrectly too many times.

Your account will automatically be unlocked after 15 minutes and then you can initiate a forgotten password reset before attempting to log in again.

Please click the button below to contact our technical support team for assistance if need be.

Passwords can be stubborn. There are a number of things that could be the issue.

Which scenario best matches what you are experiencing?

Resetting your password is a two-step process.

1. Reset your password by entering the email address used for your account.
2. You will receive an email with a link to reset your password. Please note this could take several minutes to receive. If you have not received the email, be sure to check your bulk messages or spam folders to see if the email landed there. Please note: The password reset link is only good for 20 minutes after you've requested it. After that time, you will need to request another reset link.

Do you have a My Dollywood online account, requested a password reset email and still have yet to receive it?

If you had created an account prior to January 23, 2020, you will likely need to create a My Dollywood online account.

Helpful Links

In order to make play safe for our guests and hosts and maintain social distancing, we are requesting that all guests let us know when you’re planning to come.

We have some great how-to instructions for a variety of use cases:

• I Currently Have A Season Pass
• I Want To Buy A Season Pass And Reserve My Visit
• I Want To Buy Daily Tickets And Reserve My Visit
• I Have Already Purchased Or Received Daily Tickets And Want To Reserve My Visit
• I Am A Lodging Guest And Already Have A Season Pass

If you are still having issues, please select the scenario below that most closely matches your situation.

Having trouble making a reservation? Here are a couple of things that could be happening.

• Cannot Choose Date That Is Available - if a date does not appear available but you believe it is, it could be the tickets included in your reservation such as Bring-A-Friends, are restricted. This means they can only be reserved or used on specific dates.
• Do Not Have My Season Pass IDs - your Season Pass ID is located on your pass card OR available in your online account. Here are some pictures to help you locate that number. If you did not purchase your passes online and need help retrieving your IDs, click here.
  
  
  

  
  
  
• Cannot Find Ticket Barcodes - this barcode can be found on your digital ticket or printed ticket. Be sure to check the barcode value for common typos such as "O" instead of zero or "I" and "L" instead of one's and 1's, etc. Reminder if you purchased a dated ticket, a reservation is not needed for that ticket.
  
  
  
  
  

Having trouble adding the your tickets or passes when trying to make a reservation? Here are a couple of things that could be happening.

• Season Pass IDs Are Incorrect - your ID values entered may not be correct OR you have not entered the correct phone number associated with your pass.
  
  To find your Season Pass ID, it is located on your pass card OR available in your online account. Here are some pictures to help you locate that number. If you did not purchase your passes online and need help retrieving your IDs, click here.
  
  
  

  
  
  
• Ticket Barcodes Are Incorrect - this barcode can be found on your digital ticket or printed ticket. Be sure to check the barcode value for common typos such as "O" instead of zero or "I" and "L" instead of one's, etc. Reminder if you purchased a dated ticket, a reservation is not needed for that guest.
  
  
  
  
  

What can we assist you with for your reservation?

We ask that you honor your reservation because it affects the ability of others to visit the park. In the instance where your plans change, please modify or cancel your reservation at least 48 hours prior to your scheduled visit.

Modifying your reservation is easy!

We ask that you honor your reservation because it affects the ability of others to visit the park. In the instance where your plans change, please modify or cancel your reservation at least 48 hours prior to your scheduled visit.

1. Open Your Confirmation Email - in your reservation confirmation email, there is a button that says "Manage Reservation." Click this button.
2. Verify Phone Number - you may be prompted to enter the phone number used when making this reservation. This is for security purposes.
3. Click "Modify" - once the page loads with your current reservation details, click the "Modify" button. This will appear to take you back to the beginning of the process while keeping all of your information, tickets and passes attached.
4. Make Your Changes - you can change your information, add/remove tickets or passes, or change your date of visit*
   
   • REMINDER - if you start to modify your reservation and decide you do NOT want to proceed with changes, your original reservation remains AS-IS.
     *Subject to availability at the time of modification.

Cancelling your reservation is easy and helps other passholders enjoy Dollywood!

We ask that you honor your reservation because it affects the ability of others to visit the park. In the instance where your plans change, please modify or cancel your reservation at least 48 hours prior to your scheduled visit.

1. Open Your Confirmation Email - in your reservation confirmation email, there is a button that says "Manage Reservation." Click this button. sbbullet for confirm
2. Verify Phone Number - you may be prompted to enter the phone number used when making this reservation. This is for security purposes.
3. Click "Cancel" - once the page loads with your current reservation details, click the "Cancel" button. This will cancel your reservation and allow a new reservation to be created for the season passes and/or tickets that were originally used.

Having trouble locating or may have lost your reservation confirmation? Here are some of things to try first:

• Check Your Spam - it could take several minutes to receive your reservation confirmation email. It also could have just landed in the wrong box. Please be sure to check your spam and/or bulk folders to ensure it didn't get missplace.

If you are still having trouble, please provide some additional details then click the button below to contact our technical support team.

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Please let us know a little more about your online order issues.

We're sorry you are having difficulties completing an order.

To help us identify the issue, please select which scenario which most closely matches your situation.

Oh no! There are a couple reasons this may be happening.

• Getting An Error Message - messages will appear that can indicate that there are no available options for the selected date, the item is no longer available, or the product requires booking further in advance.
• Potential Site Issue - there could be a temporary issue on our site related to the product(s) you need. These typically are resolved quickly. Please try again in 30 minutes.

Error messages are never good! We do have a few common ones though and have included the description of each error below.

• Error Code 45 or 46 - It is possible our system did not sync your pass details correctly. You can attempt to correct this by selecting "Remove From Account" on the linked passes page and then re-linking it to force our system to fetch your latest data.
• Error Code 57 or 68 - These errors show when the date/time combination you are attempting to purchase is unavailable.
• Payment Card Declined ("Authorization Failed") - If you are having an authorization issue on your payment for your renewal, please check the zip/postal code or address on the Payment popup. That is a common issue that we have seen. This could also mean that we are having a temporary glitch with our payment processor. These typically resolve within 30 minutes.

Did you not receive an order confirmation email? Are you needing to get back to your order confirmation page?

Order Placed While Logged Into Account

Your order history is available to you by following these steps.

1. Log Into Your Account - log into your online account by clicking the "Sign In" button in the top-right header of the page.
2. Click "History" - this will open a listing of all orders placed while logged in.
3. Click On Your Specific Order - this will pull up that order's confirmation page along with a link to any digital tickets for products included in that order.

Order Placed Using Guest Checkout

Unfortunately, without having logged into an online account, the only way to retrieve a missing order confirmation is to contact us. But please be sure to check your bulk messages or spam folders to see if the email landed there.

If you are still having trouble after following these steps, then please provide as much information as possible about the order below and then click the button to contact our technical support team.

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What type of product are you having issues?

How can we assist you further with daily tickets?

If you purchased your tickets online, there are a few places to look to get your tickets.

These tickets are digitally delivered - meaning you will have a link to view your tickets and barcodes online. This can be accessed one of two ways:

1. Confirmation Email - click the "View" button in your order confirmation email. Please note when you click you might be prompted to enter the phone number used in your order for security purposes.
2. Order Confirmation Page - if you purchased while logged into your account, you can locate your order by clicking on the "History" module from your account overview page. From there, you should choose the order desired. Once that order's confirmation page loads, a link to view your digital tickets will appear.

If you purchased a daily ticket AND selected a date of visit during the purchase process, we are happy to help make a change if needed.

Select your desired new visit date and then click the button below to contact our technical support team.

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If you have purchased a daily ticket(s) and selected a visit date at the time of purchase, then your ticket(s) serve as both your admission AND your reservation for that date.

We love our passholders and want to ensure you are able to get the most out of your pass and have the best experience possible.

How can we assist you further with season passes?

Here's some great information on how to buy season passes online.

We are excited that you are interested in purchasing a new Season Pass! To purchase a new pass or a pass that is exclusively offered to a select group, please visit the Season Pass page and make your selections. Please note: We offer child & senior discounts on passes. To see the full pricing, click through any "Buy Now" button on the landing page.

You will be sent through a page where you simply select your pass types and add a pass for each passholder. Fill out the requested initial passholder details and "Add to Cart." Then follow the next few steps to complete your purchase!

Have your Season Passes been linked to your online account?

If your season passes are linked to your online account, then there might be a data issue.

Here are some common errors that could be seen and ways to remedy them.

• Not able to select a particular linked pass to renew - there a few reasons as to why this may show.
  
  • The pass has been voided due to refund - Passholders who have received a refund will need fill out their passholder information again and purchase a new pass.
  • Installment Billing Missed Payments - Passholders who have missed an Installment Billing payment will need to contact 1-800-Dollywood before you can renew your passes. Until you've contacted us, any new passes cannot be put on a payment plan and particular passes may have a block placed on them.
  • It Is A Pre-K Imagination Pass and the passholder still qualifies - Simply renew your child's pass through the renewal flow. More information on this program is available here.
  • Data Issue - it is possible our system did not sync your pass details correctly. You can attempt to correct this by removing the pass from your account and then re-linking it to force our system to fetch your latest data.
• Getting "Error Code 45 or 46" - It is possible our system did not sync your pass details correctly. You can attempt to correct this by selecting "Remove From Account" on the linked passes page and then re-linking it to force our system to fetch your latest data.
• Receiving a payment authorization error - If you are trying to renew and you are having an authorization issue on your payment for your renewal, please check the zip/postal code or address on the Payment popup. That is a common issue that we have seen. This could also mean that we are having a temporary glitch with our payment processor. These typically resolve within 30 minutes.

To renew Season Passes online, the pass(es) must be linked to an online account.

In order to link your Season Pass(es) to your account, you will need the following information about your pass:

• Season Pass ID
• Phone number associated with the pass

We'll be happy to help retrieve this for you.

Please provide as much information as possible below so that we can locate the correct passes and then click the button to contact our technical support team.

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Linking Season Passes to your online account is simple but could have a couple issues occur.

If your pass will not link, it could be one of the following issues:

• Phone number is wrong - the phone number you are entering may not match the one on the pass itself. Note it is possible that the phone number used for the pass during purchase does not match your current phone number or the one you entered when creating your online account.
• Season Pass ID incorrect - the pass ID could be incorrect (reminder this is a numeric value, less than 10 digits). Click here need additional assistance obtaining your Season Pass ID numbers.

How can we assist you further with payment plans?

Below are commonly requested actions that guests need assistance with for their existing payment plans and what steps are necessary.

• Why Is My First Payment More? - A $5 Installment Billing fee is applied to each pass put on a payment plan to cover the cost of administering that contract. These fees are captured in the first payment.
• My Account Is Blocked - This is due to a missing payment. To correct this issue and remove the block, you must contact our technical support team.
• Need To Change Payment Card - For security purposes, we cannot accommodate changing the payment card online. You must contact our technical support team for assistance.
• Want To Pay Off My Plan - For security purposes, we cannot accommodate this request online. You must contact our technical support team for assistance.

Below are commonly requested actions that guests need assistance with for their existing payment plans and what steps are necessary.

• Need To Change Payment Card - For security purposes, we can only accommodate this request over the phone. Please call us at 1-800-Dollywood.
• Want To Pay Off My Plan - Please call us at 1-800-Dollywood to pay off your payment plan. If you are planning to visit the park, you can also pay off your payment plan at any ticket booth once you arrive!
• My Account Is Blocked - This is due to a missing payment. To correct this issue and remove the block, please call us at 1-800-Dollywood.
• Why Is My First Payment More? - A $5 Installment Billing fee is applied to each pass put on a payment plan to cover the cost of administering that contract. These fees are captured in the first payment.

We are glad to hear you would like to make a purchase leveraging our payment plan option and sorry that you are having issues.

If you do not see an option to purchase a product on payment plan but expect it to be available or if you are having other issues, please provide a description below then click the button to contact our technical support team.

Note - A $5 Installment Billing fee is applied to each pass put on a payment plan to cover the cost of administering that contract. These fees are captured in the first payment.

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We are sorry you are experiencing difficulties on our site.

Let us escalate this to our technical support team who can assist you further. Please complete the a few additional fields below to contact us.