FAQ

WHICH RESTAURANTS AND ACTIVITIES ARE AVAILABLE TO SEARCH?
See our list here:

https://mousekepros.com/restaurants-and-activities/

HOW DO I CANCEL MY MEMBERSHIP?
You can cancel online at any time and retain access for the duration of your billing cycle.

https://mousekepros.com/membership-account/membership-cancel/

Note that if you go through the cancellation twice, your membership will immediately terminate.

WILL I STILL RECEIVE ALERTS AFTER I CANCEL?
Yes! Cancellation will simply set the expiration date of your subscription. You will continue to receive alerts through your expiration date after you cancel. You can also add, modify and delete alerts after cancellation until your membership expires.

WHERE CAN I SEE MY RENEWAL/EXPIRATION DATE?
Your membership account page will show your Renewal Date (if you haven’t canceled) or your Expiration Date (if you have canceled).

https://mousekepros.com/membership-account/

CAN I GET A REFUND?
Please refer to our fulfillment page for details.

https://mousekepros.com/fulfillment-policy/

WHAT START AND END TIME SHOULD I USE?
That’s up to you, but the larger the time window you provide, the more likely we are to find a match. If you search between 9am and 10am, we won’t send you alerts for 8:55am or 10:05am.

I HAVE SEVEN (OR MORE) PEOPLE IN MY GROUP… WHAT SHOULD I DO?
We suggest the potential of splitting your large group into two (or more) smaller groups. For a group of ten, we suggest searching for 4/5/6/10.

I HAVE SIX (OR MORE) PEOPLE IN MY GROUP, BUT ACTIVITIES ONLY ALLOW FOR A MAXIMUM OF FIVE… WHAT SHOULD I DO?
Activity reservations for more than five rarely become available. However, on activities we link to the search page, so if you put in a search for five and receive an alert, you can search for your actual party size on the Disney site.

HOW DO I KNOW IF MY ACCOUNT IS SET UP CORRECTLY?
The simplest way is to search for a reservation that you know exists. It does take a few minutes for a new search to register in our system, but you generally should receive an initial alert within 10 minutes (sometimes the first one can take up to 20 minutes).

WHY DO I KEEP GETTING THE SAME (SIMILAR) ALERTS?
When we launched, we automatically marked searches as FOUND when we sent an alert; our update in May 2022 keeps searching instead. This requires you to delete searches if you want to stop receiving alerts rather than activate searches to continue receiving them.

CAN I UPDATE MY PHONE NUMBER?
Yes! You can update your phone number on your profile page.

https://mousekepros.com/membership-account/your-profile/

We do recommend testing this after you make the change (see HOW DO I KNOW IF MY ACCOUNT IS SET UP CORRECTLY) as there are instances where there is a delay in updating our notification system. If this occurs, contact us and we can manually override this on your behalf.

CAN I ADD A SECOND PHONE NUMBER?
We only support a single phone number per account.

DO YOU SEND EMAIL ALERTS?
We only send text alerts.

DO YOU SEND TEXT MESSAGES 24/7?
No. To prevent cellular providers marking our text messages as spam, we only send alerts between 6am and midnight (Eastern).

MY 60 DAYS OPENED TODAY AND I SEE AVAILABILITY BUT DIDN’T RECEIVE AN ALERT?
This is expected. We search days 1-59 primarily because at day 60 there is either ample availability for your criteria, or none with no turnover.

I LIVE OUTSIDE NORTH AMERICA… CAN I SIGN UP?
We only support sending text messages to United States and Canadian phone numbers.

WHAT DO THE DIFFERENT SEARCH STATUSES MEAN?
Searching – Our system is actively looking for matches to the search criteria.
Hold – Our system found a match and sent you an alert; we are temporarily holding off sending additional alerts for a period of 30-60 minutes and then an increasing hold time as we continue to find the same availability. You can manually activate the item back to Searching.
Pause – We have taken action and paused searching for the request. You can manually activate the search. This may have occurred based on: membership expiration, failed payments or opting out of text alerts.

HOW DO I RESTART A SEARCH?
From the list of reservation searches, select the item and then click the Activate button.