MoviePass Customer Service Issues

A notification popped up on my screen, indicating that I had been selected for a beta test. The message explained that I needed to upload a photo of the ticket stub from the current movie I planned to watch before I could reserve a ticket for my next movie choice. However, when I tried to purchase a ticket for the film I intended to see, the entire application froze, hindering me from progressing. I made a second attempt to complete the process, only to receive a notice stating that I was not identified as a legitimate customer. Disheartened by the experience, I had to leave the cinema without watching the movie, feeling frustrated with MP.

I subscribed to a 30-day MoviePass membership for $9.95. Despite not receiving an email confirmation, my payment was processed, and I obtained a MoviePass Mastercard ending in [redacted]. When trying to sign in to the MoviePass app, I realized I had no password and the password reset email never arrived after numerous attempts. After contacting MoviePass support and receiving instructions to reset my password, Wade, my MoviePass Concierge, kindly helped me by sending the password reset email. I explained that I needed a temporary password for my email address to log in as my email was not associated with my paid subscription account. Today is 4/25/18, and although I understand they may be busy, I hope they can promptly resolve this issue so I can start using my MoviePass subscription with my email as the user credentials.

After updating my MoviePass account as required, the system no longer recognizes my credentials. The message "We cannot find a user with your credentials" appears every time I try to log in. Despite multiple attempts to contact support and change my password, the issue persists. As a result, I am being forced to spend extra money on movie tickets in addition to the monthly MoviePass subscription. Without prompt assistance, I will have no choice but to cancel my account. Many customers facing similar problems may opt to do the same, potentially leading to the company's downfall. Fortunately, there are now alternative options available, with many theaters offering their own movie pass services.

I've raised this issue multiple times, and the company instructs me to take certain steps, but then closes the ticket without confirming the problem is fixed. In March, I bought a year's subscription to MoviePass, and it worked fine for my first movie. When I tried to use it again a month later, the app wouldn't open. After contacting MoviePass, they advised me to uninstall and reinstall the app, but I couldn't reinstall it as my Android version (4.4.2) was no longer supported by the new app version. I asked to cancel my account, but they stated I wouldn't be refunded if I used the app once. I'm stuck in a situation where either I've paid $[redacted] for one movie if I cancel or paid for a useless app due to changes made after I subscribed. I believe a fair resolution would be a partial refund minus the cost of one movie. Unfortunately, their customer service line directs me to their website, which lacks clear instructions for finding the live chat option. I've submitted multiple service requests, only to receive unhelpful responses and premature closures of the requests.

Since Moviepass updated its software in late April or early May, my Moviepass app stopped working on my phone. The customer service has been unhelpful, suggesting I update my phone or buy a new one. They refuse to let me revert to an older version of the app. Despite this, all other apps on my phone work fine without needing updates. Moviepass used to function on iOS 10.0.2, so it should work now. Their frequent service outages and poor customer service have been disappointing. If I hadn't already purchased an annual plan, I would consider finding an alternative.

I am experiencing difficulties logging into the app on my iPhone X to activate ticket purchasing. The error message states, "Unauthorized device - account in use on another device," which is inaccurate. Previously, I used the app on my iPhone 6S+ with no issues. Despite attempting to reset my password multiple times, the error persists. I have tried reaching out through various channels - toll-free number, local phone number, Twitter, Facebook Messenger, and the support website - with no success. This issue has prevented me from enjoying movies like others are. User experiences with MoviePass have been disappointing.

My spouse, Myriam S., is experiencing difficulties with her MoviePass account. She is unable to log in to the app on her iPhone and receives the message "Unauthorized Device - account in use on another device." Despite never using her MoviePass account before, she encountered this issue when trying to access it for the first time in two months. Although she managed to change her password, the problem persists. Her email is [redacted], and the last four digits of her MoviePass Mastercard are [redacted]. Due to her health condition, stage 4 cancer, she is not well-equipped to handle such technical challenges. I am a MoviePass user as well, with the email [redacted] and the last four digits of my MoviePass Mastercard being [redacted]. I could log in, but my wife's issue prevented us from enjoying a movie together. Please reach out to me via email or at [redacted] to assist with resolving this issue promptly.

I have been repeatedly charged on the 22nd of each month for an account without a MoviePass card or any activity. My active account, which I use, is billed on the 1st of each month. These charges are debited from my Amex card. Despite speaking to a MoviePass representative in January and being assured it would be rectified, the issue persists. I plan to contact MoviePass again for assistance. If this matter remains unresolved, I will raise a dispute with Amex regarding the charge on the 22nd and may consider canceling my other active account. I hope for your assistance in addressing this ongoing double billing problem.

Subject: Urgent Escalation Required Regarding MoviePass Issue Hello, I'm writing to express my frustration with MoviePass as I have not received any response to my previous complaint regarding the ongoing issues at the IFC theater and the Quad in Manhattan. Despite multiple attempts to contact you, I have not had any success with your phone or chat support services. Additionally, my phone is being flagged as an unauthorized device, which is simply not the case. This situation is completely unacceptable, and I am requesting a phone call from a top-level supervisor by 7pm today at [redacted]. Thank you for your immediate attention to this matter. Sincerely, Laurence Frommer

Subject: Follow-Up on Ticket Submission Dear Ticket Verification Reviews Team, I hope this email finds you well. I am writing to follow up on the recent email exchange we had regarding the submission of my movie ticket stub. Despite having diligently followed all the specified steps and receiving confirmation of the submission, I have not received any further communication from your end. I kindly request your prompt assistance in reviewing my submission and providing feedback on any potential errors that may have occurred during the process. Your timely response and support in ensuring a smooth experience are greatly appreciated. Thank you for your attention to this matter. Best regards, S. Shah

Hi MoviePass Customer Service, I wanted to let you know that I sent an email in response to your previous correspondence but I have not received a reply yet. I was quite surprised to receive your email regarding my movie ticket submission. I diligently followed all the steps outlined in your rules and video to submit the photo of my movie ticket stub, which I did accurately. I even received confirmation of my submission. I made sure to submit the stub immediately after purchasing the ticket to prevent any oversight on my part. I would appreciate it if you could get back to me and provide specific feedback on what went wrong during my submission process so I can avoid any mistakes in the future. I look forward to your prompt response as part of your commitment to excellent customer service. Thank you, Kirit S.

After sending a chat message without receiving a response, I contacted customer service yesterday regarding a movie marked as seen in the app that I did not watch. The representative mentioned another movie was pending, which I had actually already watched. Despite the assurance of an email with the movie receipt for the alleged pending film, I never received it. Now, when attempting to initiate a new chat on the app for assistance, it remains stuck on the original chat. I tried calling this morning at 9:30, only to discover it was outside of their business hours. Considering escalating this issue with the BBB if not resolved soon. Seeking urgent assistance. Thank you.

Upon initially installing the MovieP*** app, after reviewing multiple first-time user tips, I was notified that my MovieP*** card was successfully activated. Nevertheless, upon attempting to check in at a movie theater, I was promptly met with a red banner message indicating that my card was inactive. Regrettably, the app does not offer a solution for this issue. Despite attempting to resolve the problem by uninstalling and reinstalling the app, the same problem persists. I am currently using an iPhone * and was attempting to check in without WiFi. I kindly request guidance on rectifying the activation of my MovieP*** card or the procedure for inputting the MovieP*** number. I remain hopeful that MoviePass will address this matter promptly with a satisfactory resolution.

Yesterday, on June 10, I went to watch a movie. When I opened the app on my phone, it prompted me for my username and password. Since I couldn't recall my password, I attempted to reset it. Unfortunately, I ended up being locked out of the MoviePass app and had to pay the full ticket price of $9.10. Upon returning home, I managed to retrieve my password, but upon entering it, I received a message stating that there was no account associated with it. My card number is [redacted], and my name is John H. This isn't the first time I've encountered issues with this account. Kindly provide guidance on how to resolve this matter. I am also requesting reimbursement for the difference between my card cost ($7.95) and the ticket price ($9.10), which amounts to $1.15. It's frustrating to face such glitches in your system when trying to use my card at the movies. Seeking your assistance on this matter.

Hello, I experienced difficulty using my movie pass card on Friday and have been struggling to get assistance. I tried messaging through the account page and received a delayed response today with no resolution. I used my pass to watch a movie I had seen before and now I am informed this is no longer allowed. This change renders the pass almost useless to me, especially since this was my primary reason for acquiring it. I am contemplating requesting a refund and opting to pay directly at the movies. However, the refund policy appears restrictive, stating no refund can be obtained without customer service approval, which I have been unable to reach promptly. Thank you. Chris M.

During my career in IT, I have noticed that this app unfairly targets seniors with its recent changes. After discussing with my peers, it is evident that individuals aged 70 and older are being singled out with additional and unnecessary steps to acquire a pass and ticket, such as photocopying the ticket. The movie pass program itself should indicate the movie and location chosen by the patron, making this step redundant. Today, I faced issues trying to access the right page to sign in and had to pay out of pocket for the third time due to the app being unusable. Despite already having an account, the app still prompted me to create one. I am seeking a refund for the inconvenience caused.

My professional background is in IT, and I have noticed that this app and its recent updates seem to unfairly target older individuals. A quick informal poll among my peers revealed that those aged 70 and above face additional challenges in obtaining passes and tickets. The new requirements, such as requesting a photocopy of the ticket, appear unnecessary. The movie pass Program itself should suffice in showing the selected movie and location. Today, I encountered issues accessing the login page to use the pass, resulting in out-of-pocket expenses for the third time due to the app's malfunction. I look forward to your prompt assistance and resolution. These ongoing challenges will also be shared on my city's website.

As a Movie Pass customer since last year, I inadvertently registered both my spouse and myself on the same device instead of separate ones. Despite multiple attempts via customer support, chat, and email, the issue remained unresolved. Upon receiving our cards and initiating billing, I discovered they didn't work when we finally tried to use them this year due to my husband's illness. Contacting Movie Pass proved challenging, with long wait times and unhelpful automated responses. After numerous calls to the provided numbers, I eventually spoke to a few representatives who weren't very helpful. However, Vanessa from New York stood out for her exceptional assistance in resolving some of my concerns. I believe Movie Pass should allow users to transfer their information to another device and consider hiring remote workers to improve customer service. Kudos to Vanessa! Here are the contact numbers for reference: [redacted] and [redacted]. Tim & Charlotte L. Aiea, HI

I would prefer to speak with a representative directly, as I am a senior and not very tech-savvy. Here are my inquiries: 1. Am I able to use the membership at theaters outside of my zip code? 2. Can I manage the membership for my elderly mother who does not use technology due to her age and dementia? Since I accompany her to the movies 3-4 times a month and we live in different zip codes, it would be beneficial if I could use the membership at theaters near her location. 3. Is it possible to access two separate accounts on the app on my Samsung Note 5 for both mine and my mom's memberships?

Hello, I'm Jonathan Carrillo. I changed phones recently and encountered issues with my new device. I lost my original phone on vacation and had installed the Movie Pass app on it. Realizing my mistake, I waited two weeks to access the app on my new phone. Unfortunately, my new phone had technical problems, leading me to switch phones again. Now, I must wait nearly 30 days to log in to Movie Pass. I hope to resolve this issue as I have the same number and ownership of the phone. The technical problems were not my fault but due to a defective phone from Sprint. I'm seeking a solution to not wait a full month to use my account. Thank you for your assistance.