BamaNana
Level 1 (1 points)

Q: Is anyone having issues with the Disney Infinity app?

I downloaded the Disney Infinity app as soon as I received my ATV4. My family LOVED it. I ran to the Apple Store and bought the Star Wars set.  They loved it more. I bought 3 expansions from within the app.  They couldn't get enough. I pre-ordered the next Star Wars set online in the Apple Store. I bought $100s and $100s worth of characters, discs and storage from Amazon. (A ton.) I was everyone's hero. A week before Christmas, the in-app purchased games AND the "Store" disappeared. My whole family was upset (and have since quit playing altogether). I contacted support via the Infinity website and emailed back and forth for OVER TWO WEEKS to no avail. I provided pictures, I provided screenshots, I had to contact Apple to get them to resend receipts (apparently Disney can't check this on their end), I jumped through every hoop and met every demand, thinking that this would get resolved in the end. There was an average 2-day turn around for responses from them. Several times I got no response and had to prod them. The last message I received told me to get my money back from Apple, which is all well and good, but what about all the money I spent on Amazon? What about my family's disappointment? What about my drawn-out frustrations? They seem heartless. I have uninstalled and reinstalled the app several times.  I have rebooted my ATV4 twice. I even created a fake account and logged in with it to see if it was an account-related issue. Lastly, I had my son pack up the base, take it home and log in through his own ATV4 -- all to no avail.  Their app does not work.  To make matters much worse, my D-I-L checked the app reviews on her phone and found others experiencing this very same issue!!! Their representative cruelly strung me along for over 2 weeks, knowing full well that their app was defective and there would be no ultimate resolution!!! Has anyone experienced this issue and been able to get it resolved?

Posted on Dec 31, 2015 12:01 PM

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BamaNana

Q: Is anyone having issues with the Disney Infinity app?

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  • Helpful answers

  • by ChrisJ4203,

    ChrisJ4203 ChrisJ4203 Dec 31, 2015 12:08 PM in response to BamaNana
    Level 9 (59,919 points)
    iPhone
    Dec 31, 2015 12:08 PM in response to BamaNana

    I do not use this, but I read some other posts earlier today regarding this device. From what I remember, and you are welcome to search in the Apple TV forum to see what you can find, it has to do with the pairing. The base does not pair directly with the ATV4. Seems those users mentioned something about starting the app on the TV and then starting the base, or something like that. They also mentioned another name of something that seemed to help, that they paired with that, rather than the game base and the game base paired with it. I'm sorry, that is the best I can remember, since it didn't really apply to me, but I wanted to read it anyway.

     

    EDIT: Actually, it was easier to find than I thought. Not sure if it will help, but this is all I've remembered seeing about this device. Disney Infinity 3.0 bluetooth base not pairing on AppleTV

  • by BamaNana,

    BamaNana BamaNana Dec 31, 2015 12:10 PM in response to ChrisJ4203
    Level 1 (1 points)
    Dec 31, 2015 12:10 PM in response to ChrisJ4203

    Thanks for your speedy response. It's not a pairing issue either.  You can log into this app digitally, without a base, and when I did that the "Store" and my purchased expansions were not there either. Trust me, I left no stone unturned.  This is NOT an Apple problem, it is a Disney problem.  I'm hoping that someone, somewhere has resolved this.

  • by ChrisJ4203,

    ChrisJ4203 ChrisJ4203 Dec 31, 2015 12:21 PM in response to BamaNana
    Level 9 (59,919 points)
    iPhone
    Dec 31, 2015 12:21 PM in response to BamaNana

    Good luck. I just wasn't sure if that other thread would help you out, since that was the only time I've ever seen anything posted here about that.

  • by BamaNana,

    BamaNana BamaNana Dec 31, 2015 12:23 PM in response to ChrisJ4203
    Level 1 (1 points)
    Dec 31, 2015 12:23 PM in response to ChrisJ4203

    Thanks Chris.  I will check those threads you mentioned and see if I can glean a tidbit or two that might help.

  • by Erc3,

    Erc3 Erc3 Feb 7, 2016 10:45 AM in response to BamaNana
    Level 1 (0 points)
    Feb 7, 2016 10:45 AM in response to BamaNana

    I had the same problem, here is your fix. Unplug your infinity base station and start the app on the Apple TV. Choose "digital" version instead of connecting to your base. The store is only available through the digital version, and will disappear if you have a base connected with physical figures. You can find "restore purchases" under Options to retrieve any purchases made on the Apple TV. It is worth noting that purchases made on your iPhone/ iPad will not show up in the Apple TV app because they do not sync.

     

    Hope this helps.