Hi there! I’m Grace Wilson, here to help you with your Merlin Platinum Pass cancellation. Just to make sure I get it right—are you trying to cancel the pass you purchased through the Alton Towers Resort app, or was it bought elsewhere? Also, when did you purchase your pass? This will help me guide you properly.

Generally, Merlin Annual Passes, including the Platinum Pass, can’t be canceled or refunded if it’s been more than 14 days since purchase. However, there might be some options like freezing your pass in certain circumstances instead of canceling it completely.

If you purchased it within 14 days and want to proceed with cancellation, we can explore that option further. Otherwise, I can help explain how to request a freeze or other alternatives.

Let me know a bit more, and I’ll guide you through the next steps! If you’d like, I can also provide the direct link where you can manage cancellations and freezes for your pass.

merlin pass number 998210027244824751

Thanks for sharing your Merlin Pass number. To proceed with your cancellation request, I want to make sure you’re aware of the process and options available.

Before that, can I confirm—are you able to log into your Merlin Annual Pass account online or via the Alton Towers app? Sometimes issues with pass numbers not being recognized or linked properly can affect managing your pass or cancellation.

If your pass number isn't recognized in the system for cancellation, it might be worth double-checking that you entered it correctly. Some users experience trouble adding 18-digit pass numbers to their account or portal1.

Here’s what I suggest as next steps:

1. Double-check your Merlin Pass number and re-enter it carefully on the official Merlin Annual Pass site or Alton Towers app.
2. Try logging into your Merlin Pass account to see if cancellation options are visible.
3. If you still can't access cancellation options, I recommend contacting Merlin Annual Pass customer service directly at 01372 751411 during their working hours (Monday-Friday 9am-4:30pm, Saturday 10am-3pm). They can verify your pass details and assist with cancellation or explain available alternatives like freezing the pass if that’s applicable6.

If you want, I can also guide you through the online cancellation flow or provide the direct link to the customer portal for managing your pass.

Would you like me to walk you through that now? Or do you prefer me to provide contact details for direct support?