Frequently Asked Questions
Introducing "My Merlin" - Frequently Asked Questions
What is this update? What is My Merlin?
We’re introducing “My Merlin”, a new hub to manage Merlin experiences in one place. This will include your Pass details and any day tickets you purchase. Our goal is to create one connected Merlin experience across attractions including passes, bookings, and future experiences, making it easier for you to plan, manage, and enjoy your visit.
This update will also introduce an easier, even more secure way to log in to the Pre-book Portal. Once you’ve created your My Merlin account, you’ll log in each time using:
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Your registered email address
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A secure 6-digit one-time passcode (OTP) generated and sent to your registered email
This replaces any password you previously set and removes the need for SMS (text) verification.
Does this mean the Pre-book Portal is changing?
No, the only change is how you sign in to it. Previously, you logged in with your email address, password, and an SMS verification code. Now, you’ll log in using your email address and an email verification code. The way you book, manage, or cancel trips and add a Pass will not change.
What do I need to do?
When you next log into the Pre-book Portal, you will be asked to create a ‘My Merlin’ account. Simply fill in your details, verify your account, and then continue using the Pre-book Portal as normal.
How does this benefit me?
You’ll be able to log in using only email verification. Feedback from our Passholders shows that passwords and SMS verification can cause issues, such as when you’ve lost access to your phone or password, change your contact details, or are abroad and unable to receive SMS messages.
This update will provide a better and more secure login experience.
Can I use My Merlin as well as the Pre-book Portal?
Yes, My Merlin supports your Pre-book Portal access. You will continue using the Pre-book Portal as normal after logging in and will be directed to My Merlin.
Will day ticket holders have access to My Merlin?
Yes. When a guest purchases a ticket, they will be prompted to verify their My Merlin account, where they can view all day ticket purchases in one place. However, they will not have access to the Passholder Pre-book Portal.
Will other updates be coming?
We always strive to improve the way our guests can discover, access, amend, and enjoy Merlin experiences. However, we have no information to share on any future updates currently.
Will this wipe my Pre-book Portal account and all my bookings?
No, your Pre-Book Portal account will stay exactly as you left it – the only change will be how you log in from now on.
Do you have to be living in the UK to create a My Merlin account?
No – a My Merlin account can be created from anywhere around the world while booking a UK attraction, excluding China.
Do I have to fill out the questionnaire when signing up?
Answers to these questions help us shape and build experiences at Merlin based on our guest preferences, so we’d love for all our guests – especially our Passholders - to fill them out. We anticipate the questionnaire to take no more than 3 minutes to complete. However, you can choose to skip, if you’d prefer.
I don’t have access to the email address I used to create my Pre-book Portal account.
Don’t worry, a temporary recovery option is available. To access your account without a registered email address, you can:
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Log in using your registered mobile number
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Receive a 6-digit one-time passcode via SMS
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Update your primary email address for future logins
We recommend updating your email address as soon as possible if your current email is no longer accessible, and no later than 30th August 2026.
I’m unable to log into my account, why is this?
As we implement these changes, there may be a slight delay as we get your My Merlin account set up. Please try again in a few hours, thank you for your patience.
I have an Enjoy the Ride Pass. Do I need to do anything?
Yes, if you have an Enjoy the Ride Pass, you will need to follow the ‘Existing Passholders’ steps in the FAQ above.
I’ve given a family member / friend an Enjoy the Ride Pass, do I need to do anything?
Everyone with an Enjoy the Ride Pass should have received an email update informing them of these changes. Your family member/ friend will need to follow the instructions; however, you will not need to do anything.
Have a Question?
See all the answers to our frequently asked questions below.
Passholders have one month from your current expiry date to renew for another year of EPIC!
You can purchase a pass on the Merlin Annual Pass website and at any of our UK attractions.
Please head here to update your Membership details.
Should a Merlin Annual Passholder require assistance on their visits to our attractions, we issue one complimentary pass per Passholder to be used by any carer - this is transferable between carers. Please head here to find out more.
Gold and Platinum Passholders will receive their physical passes and privilege packs (including lanyard, pop badge and vouchers) in the post within 30 days.
All Merlin Annual Passholders now receive a digital pass. This will be e-mailed to you and is ready to use instantly once your purchase is complete. Just enter your pass barcode when you want to pre-book a ticket. Head here to learn how to use your digital Annual Pass.
Just head here
In order for us to continue to manage our attraction capacities to ensure we deliver the very best and most magical days out possible for our guests, including you our Passholders, everybody will continue to be required to pre-book a ticket to our attractions.
It’s really easy, just head to our Passholder Pre-Book Hub here and follow the instructions.
To ensure we deliver the very best and most magical days out possible for our guests, including you our Passholders, everybody will continue to be required to pre-book a ticket to our attractions.
For instance, you could have x3 THORPE PARK Resort, x3 Alton Towers, x3 SEA LIFE London, x3 Warwick Castle at one time. Once you’ve used one ticket, you can pre-book another.
Yes you can! Just add in all the pass numbers for your group when prompted and you can pre-book your tickets at the same time so you can visit together.
Yes you can! If your plans change, simply log back in to the booking portal and select a new date to move your booking, or complete and submit this form if you need to cancel your booking. This means another Passholder will have the chance to use this ticket and nobody will miss out.
If you are an existing Passholder, you are able to purchase a Pass at our renewal rate for your child when they grow to over 90cm instead of paying full price for a new pass. To purchase a renewal for your child measuring 90cm+, please use your active Merlin Annual Pass and provide your 18-digit card number when prompted.
