What dates can the pin badges be claimed? If I go today, can I get one?

Pin badges can only be claimed on special days. These dates will be revealed on social media and through emails. So, keep your eyes peeled!

What’s the password?

We obviously can’t tell you that! Each date for giveaways will come with its own password which you’ll have to work out yourself from clues on social media.

How many pin badges are there?

There are only 500 of each limited-edition pin badge, so you’ll have to be quick to claim one! Staff will only give people in attendance a pin badge, so if you’re a family you’ll need to be together for everyone to get a badge.

How will we know which staff have the badges?

Only our Duty Managers will have a pin badge, which means you need to look out for staff carrying litter pickers. Not ALL staff with litter pickers will be a Duty Manager, so during this time frame, each Duty Manager will have yellow tape around their litter picker – so stay vigilant!

Where can I get a Passport from?

You can pick up a Passport from the following locations. (Please note that they are provided on a first come first serve basis and there is only one available per Passholder family.) Alton Towers: The Resort Box Office Chessington World of Adventures: The Adventure Point gift shop The LEGOLAND® Windsor Resort: Guest Services, located in The Beginning Thorpe Park: Guest Services

Where can I get my Passport stamped when I visit?

<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="1" data-aria-level="1"> Alton Towers: The Resort Box Office <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="1" data-aria-level="1"> Chessington World of Adventures: The Adventure Point gift shop <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="1" data-aria-level="1"> The LEGOLAND® Windsor Resort: Guest Services, located in The Beginning <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="1" data-aria-level="1"> Thorpe Park: Guest Services <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="1" data-aria-level="1"> The London Eye: Walk-ups till 1 and 2 <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="1" data-aria-level="1"> SEA LIFE Weymouth Adventure Park: The gift shop <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="1" data-aria-level="1"> SEA LIFE (all others): Admissions <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="1" data-aria-level="1"> Warwick Castle: Admissions <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="1" data-aria-level="1"> LEGOLAND Discovery Centres: Admissions <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="1" data-aria-level="1"> The Dungeons: Admissions <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="1" data-aria-level="1"> Shrek’s Adventure London: Admissions <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="1" data-aria-level="1"> Madame Tussauds: Admissions

I’m not part of a Passholder family but I want a Passport. Can I have one?

Yes. The Passports are designed for families to complete together, however, Passholder individuals and couples can have one too.

We’re no longer Passholders but we would like a Passport, can we have one?

No, these are free for Merlin Annual Passholders only.

What happens if you run out and I didn’t get one?

These are only available while stocks last, however you are welcome to make your own at home and get them stamped!

Are theme parks open all year round?

No, Thorpe Park usually closes from November until March, and Alton Towers and Chessington usually close from Christmas until February or March. Exact dates will vary, please check the attraction websites for further details.

Can I upgrade my Pass once I’ve purchased one?

No, once you’ve purchased your Pass you are locked into that tier for at least one year (12 months.) It’s important you think very carefully about which Pass is right for you, as you won’t be able to change it once your contract is set up.

If I have a Pass, can I just walk into the attraction without booking?

You must pre-book your visits or you risk being turned away. Some of our attractions are very small and the spaces available are limited so may need to be booked in advance to guarantee a space. This is especially true during very busy times such as school holidays, especially if the theme parks are closed.

What’s not included with my Annual Pass?

While most events are included with Merlin Annual Pass (Oktoberfest, fright nights etc), there are some special events which are not included. For example, the Alton Towers fireworks is only included for Platinum Passholders, and the Castle after Dark event at Warwick Castle is held outside of normal operating hours and is not included. The Dungeons at Alton Towers and Warwick Castle are also not included; however, you get a discount to book.

How do I add a Carer Pass?

Adding a Carer Pass is simple! You just add in the Pass details the same way you would a paid for Merlin Annual Pass.

Why is my Pass number not being accepted?

There are several reasons why you may be struggling to add your pass. In this instance you will see an error box. You may have entered your Pass number incorrectly, so please re-enter your number and try again. Your Pass may have expired and be outside of the validity period.

Why can I not make a booking in the Portal?

There are several reasons why you may be struggling to pre-book your tickets. In this instance you will see an error box. You may be attempting to book a date or time for which your Pass type isn’t valid (i.e., if you’re a Discovery Passholder and have tried to book a weekend ticket) - if this is the case and you would like to visit on this date, please purchase an Exclusion Day ticket using the links above You may have exceeded the number of pre-books which you are allowed Your Pass may have expired and be outside of the validity period

I’m not receiving the authentication text message to log in?

When you log into the portal you will need to send a code to your chosen mobile number (used to register). The text will come from ‘MSVerify’. If you do not receive a text message, please check that you entered your mobile phone number correctly when you registered. You can also try re-sending a log in code. If your mobile phone number is correct, you have signal, and you have also attempted to resend a code, then please get in touch with our help centre at info@Merlinannualpass.co.uk , or by using our live chat feature on website.

What happens if I lose my phone or change my number?

Currently you’re unable to change your phone number on the portal, however we are working on this! As a precaution the old booking system will stay in place in the meantime so you can still prebook the old way if you’re unable to log into the Pre-book Portal.

How can I book friends & family discounted tickets?

Please use the normal link in the Perks Hub to book friends and family tickets, as this cannot be done through the Pre-book Portal.

My Pass has expired / I have missed a payment and my Pass has been blocked, but I’m still able to pre-book in the portal?

Please make sure you check if your Pass is valid before making any booking in the Pre-book Portal. It’s your responsibility to ensure your Pass is valid, and you face the risk of being turned away if your Pass is not valid at the attraction.

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