I would write an email detailing exactly this. You will get a call from a supervisor and should be able to work that out.So an update after a 2.5 hour call:
Disney said that my pass got canceled in the wave of cancellations and there is no way for them to fix it.
So My pass that should be expiring April 2021 is cancelled and can not be reinstated and I also can not purchase a new pass right now and that they will just refund me money for the pass but they can not tell me how much money they will refund me for the cancelled pass.
I had 2 on-site trips scheduled for later this year and now I don't know what to do because I will NOT buy day tickets. I have given Disney every single one of my vacation dollars over the last 10 years. I am so disheartened and so upset. I know it seems frivolous and silly and I should just be ok with the refund but I am not. I want Disney to make this right. All I want is my darn AP reinstated.
you can still call and cancelI wanted to update on my cancellation experience.
I have 3 passes and my daughter has two. When I cancelled I somehow only managed to cancel my husbands and she only canceled her husbands. We did not realize the email to cancel was specific to the pass. My husband and hers got their passes at a later date. So now just us girls have passes.
I am using your reply to provide a more detailed situation update.Our out of state Plat passes are also gone on the website but still show up on the app.