I called again earlier today and talked to a very helpful cm. As soon as I mentioned that they were undercover tourist tickets he seemed to know exactly what the problem was. He took down my information and explained that they have a new team setup to deal with these issues. He put me on hold for about five minutes while he contacted them. He came back and said that it was going to take a little longer than expected, but that it should be fixed today and that someone would call me back as soon as the issue was resolved. I received a call about 45 minutes later from a different cm who said the problem was fixed, and that she had copied the fast passes from the accounts that were working. I was able to login and see everything on the app now.I'll wait until Sunday/Monday to call. It will be my 3rd call for this particular issue. I don't want to be one of "those" callers who makes people , but as the trip gets closer I get a bit antsy as things are not resolved.
At least my sister has her Fastpass+ times. It's her first visit since '82 and she has a lot to catch up on.
So if anyone is still having trouble, I would recommend calling in again and make sure to mention they are undercover tourist tickets.