MoviePass Customer Service Issues

I have been trying to contact customer service for a month and a half because we have not been able to use our card for over two months due to technical issues. With the new plan, we can only watch one movie at our designated theater, which shows movies late at night with questionable quality. We are frustrated that we cannot get a refund for the services we have paid for but not been able to utilize. At this point, we are considering cancellation as the current service is unsatisfactory and feels like a rip-off. We used to support and promote your company on social media, but this experience has been disappointing. Please advise on the necessary steps to resolve this issue.

We, Ralph and Mary Rybacki, have held the original movie pass contract since 12/29/18. Recently, we have faced difficulties using the service. For example, I encountered issues trying to get tickets for "Christopher Robin" at 12:50 but managed to get them for the 3 pm show instead. Last night at Regal Lake Zurich, IL, the only movie available was "Meg." Despite receiving an email stating that we are not limited to 3 movies per month and can watch a new movie daily without peak pricing, our app is not functioning as promised. We have uploaded ticket stubs as requested but still face restrictions. Theater management confirmed that many others with the original contract are experiencing the same problem. Please assist us in restoring our original plan's benefits.

In the Eastern part of the country, customers can watch movies on MoviePass, and the same goes for other areas. Paying customers should also have the same access if they cannot view MoviePass movies upon release. My friend and I are loyal monthly MoviePass members and we should have equal opportunities to watch movies like those on the Eastern side. It's frustrating that they get priority and exhaust the resources. A prompt resolution is needed to retain customers who pay monthly or yearly for MoviePass. Your immediate attention to this matter is crucial to prevent losing members. Thank you.

When I try to access MoviePass, I get redirected to a page about plan updates from 8/6/[redacted]. There's no option to renew or reactivate. When I click on the reactivation link on your site and log in, it says my email isn't linked to a canceled account. I'm eager to use MoviePass to go to the movies right now. Please assist me immediately. You can reach me at [redacted] or email me at [redacted] or [redacted] I really need to talk to someone as I'm extremely dissatisfied with the service. Thank you.

Dear Mitch, I am extremely dissatisfied with my experience with Moviepass. Every week I encounter a new problem. Going to the movies on Friday night is one of the few joys I have left in my life at 80 years old, and I go with two senior friends. Being on a limited income, we believed Moviepass would be ideal for our outings. However, last night, I faced an issue when I tried to register and was prompted to make a payment, which I did. Unfortunately, the movie I wanted to see was not available on Moviepass, forcing me to pay out of pocket. In the past month, I've already had to pay for two other movies due to them not being available at suitable times. While you receive your monthly fee, I would like to know how we can be reimbursed for these additional expenses. Doing the right and ethical thing by your customers is crucial at a time like this. I hope you can address these issues promptly to retain us as customers. The constant frustration is disheartening. Best regards, Faye.

I recently signed up for MoviePass and received my card today. I tried to activate it, but the app crashed. When I logged back in, it asked me to reactivate my account. I entered all my information again, but upon clicking the final reactivate button, I received an error message stating “Invalid application state. User has one or more non-cancelled subscriptions.” I attempted this several times with the same outcome. I'm confused as to why the app crashed initially, why I had to reactivate my account after just receiving the card, and why the reactivation process is not working correctly despite entering the correct information. Any assistance would be greatly appreciated.

Lately, every time I have free time to go to the movies, usually during the day, the theaters close to me don't have any movie options available. Instead, it just shows this message about a premium feature not being available. The only theaters that do have movies available are located around 40 to 50 miles away, which is not convenient. I couldn't even use my movie pass last month. I'm considering canceling my subscription since I'd like to keep it, but it seems pointless if I can't use it where I live.

Hello, I have been using MoviePass for a few months now. Lately, I've encountered an issue with the app where it displays a specific showtime, but when I arrive at the theater and try to check-in, it no longer shows that the movie is available nearby. This happened to me twice last week, resulting in me having to pay for the tickets myself. The same situation occurred today with "Crazy Rich Asians." Despite it being listed as available on the app's schedule earlier, I am now unable to see any available showtimes. I understand the new monthly plan and the movie schedule arrangement, but it's frustrating to plan my day around a movie only to find out I can't use MoviePass for it.

I live in Lancaster, CA, and after checking all the theaters within a 45-mile radius, I only found one theater in Monrovia showing movies. I have to drive over 36 miles to see a movie as nothing else nearby is showing anything. Even on weekends, I struggle to find showings despite seeing them in the morning. The app indicates some movies are premium, and despite paying $9.95, I can't watch them without a long drive. This is frustrating with MoviePass. I hoped for positive changes in the service, but after only being able to watch three films in months, I'm disappointed. I even convinced friends to sign up. I hope for a solution soon.

This morning around 8am, I checked my MoviePass app for showtimes at Carmel Movie Theater. I saw listings for "Christopher Robin" at 11:05 and 1:50, along with other movies. I wanted to see the 11:05 showing but when I checked again later, Christopher Robin was no longer listed for any showtimes. I called the theater, and they confirmed MoviePass was accepted for all movies, even though the app didn't show it. Previously, theaters showed early listings, but by the time I checked again, they were removed. Considering the financial challenges, I am willing to accept the limitation of four movies a month. However, it only works if the movies are ones I want to see at convenient times. I prefer less crowded showings, so offering these times would be beneficial. I am not interested in blockbusters or 3D movies. After returning from a trip, I noticed the MoviePass app was missing from my phone. I re-downloaded it, but I am concerned that I might not have all the benefits of my yearly plan. Please clarify if I am restricted to four movies per month and limited to selected movies with specific screening times. I have recommended MoviePass to many people and believed in the program. While I understand the need for changes, sudden removal of movie listings does not create a positive experience. I purchased a yearly plan in March [redacted] and hope to enjoy it for the remaining months.

I recently switched two movie passes to the new plan (3 movies for $9.95 a month). I watched a movie last Thursday without any issues. However, today when attempting to check in for a film, I received a "no account" message for both passes. I tried troubleshooting by logging out, logging back in, and restarting my device to no avail. Theater staff couldn't assist, suggesting I buy a ticket and seek reimbursement. Will I get reimbursed for my $14.20 movie ticket? Can my account be fixed to work for future films? We were also mistakenly charged twice for the new subscriptions on our bank statement. We're requesting reimbursement for one charge as we intended to pay either the quarterly or monthly fee, not both. Appreciate your help.

I am having trouble logging into my old iPhone 5s and recently purchased a new iPhone 6s plus, but I can't seem to login. I have attempted to change my password multiple times with no success. I have tried contacting you at [redacted], but it seems to be an invalid number with no response. Why is it so difficult for customers to speak to a real person? Please respond promptly. If you are unable to fix the issue, can you please refund me the $9.95 charged on August 9, [redacted]? Thank you.

I have been unable to use my movie pass for the past month because no movies are available. I canceled my subscription, but then received an email informing me that under the new policy/plans update, I have been automatically resubscribed and will be charged again at the end of my billing period. I do not wish to continue my subscription and want to cancel it. The customer service contact numbers I found for movie pass are all unresponsive, and the app's help section causes the app to shut down. I am concerned about being charged for another month, and I would also like a refund for the current month as I have been unable to use the service due to the lack of e-ticket theaters in my area.

My spouse and I have been loyal subscribers to MP for years. Unfortunately, the app on my spouse's new Samsung phone is malfunctioning. Despite setting the location correctly in Pennsylvania, the app consistently crashes when trying to set the location to Maine, a place we have never visited. We have made sure the location is on, restarted both the phone and the app multiple times, but when attempting to check in at theaters, it erroneously states "must be [redacted] yards from the theater" even when we are just 20 feet away. Dealing with these constant issues during the Summer has made the MP experience frustrating. The movie restrictions have become excessively stringent, with several weeks-old movies not appearing in our local theaters with multiple options available. Unless this issue is resolved promptly, we may be forced to cancel our subscription. Your assistance in resolving this matter would be greatly appreciated.

Dear Customer Service, I am writing to request a refund for two months of charges totaling $19.90 on my account under the name Mariana. I have been unable to utilize the MoviePass service as I never received a functional MoviePass card. Despite contacting MoviePass customer service regarding this issue, it remains unresolved. Due to the lack of service provided, I believe it is unjust to continue charging me. Therefore, I would like to cancel my MoviePass subscription and receive a full reimbursement for the unused service. I appreciate your assistance in resolving this matter promptly. Thank you, Mariana

I misplaced my MoviePass credit card in July while in Winters, California. I realized it was missing after paying a bill at a restaurant. Despite searching the restaurant and my previous location thoroughly, I couldn't locate it. I reported the issue to MoviePass, and they indicated a replacement would be sent in 7 to 10 days. However, as of August 25, I haven't received the card or any further communication after reaching out multiple times via phone and email. Not having the card has prevented me from using the service for the entire month. My concern is that my next payment is imminent. I wish not to terminate my membership, but the lack of response may leave me with no alternative. Your prompt attention to this matter would be greatly appreciated. Thank you, Jerry B.

Over the weekend, when I tried to log into MoviePass to check available movies, I found out my annual subscription was canceled and I was advised to switch to a monthly plan. Despite being directed to contact MoviePass via the in-app chat, I couldn't access it without an active account. Although they confirmed my account was reactivated, I still can't log in due to an "inactive account" message. Their phone lines are unresponsive, and I can't reach the chat without logging in. Email correspondence has been slow, with no resolution to the login problem yet. I was given until Friday to cancel my annual pass for a partial refund, but doubt it will happen. While $9.95 a month for three movies is appealing, it's useless if I can't access it. I've missed a weekend of movies due to this issue and just want to log in and use my account.

This is a follow-up to your previous request #[redacted] regarding a refund for one month of Movie Pass. Kevin, Thank you for your response. However, I am still experiencing issues with using Movie Pass. Despite checking the app during the day, by 8 pm, it consistently shows no movie availability in my area. It seems as though there may be a limit on daily usage or a quota restriction causing this inconvenience. It's frustrating to be unable to use the service I am paying for. Kevin, I kindly request a $10 refund for the last month's subscription as I have not been able to utilize it. Thank you.

On August 12, my wife, Catherine, and I visited Spotlight Cinemas in Old Town, Maine to watch "Darkest Minds." However, the only option available on the movie pass app was "The Meg," which we chose. It was our second movie of the month using the movie pass, but we were incorrectly charged a $3.55 peak rate fee. I believe I am allowed three paid movies monthly, so this charge seems incorrect. After my wife lost her wallet, I requested a replacement card, which was sent to me instead. I'm concerned about a possible $10 replacement card fee, even though I don't need an extra card. I assume my original card is now invalid. I have been unable to reach customer service by phone, so I hope to get a prompt response to these issues. If these problems persist, I may have to discontinue using this service. For any necessary contact, please reach me at [redacted]. Best regards, R. Manzo Etna, Maine

During a busy summer, my family didn't realize Movie Pass charges started even before using the pass. Despite the limited movie selection and our preference for non-R rated films, we hope to cancel the membership. Given the lack of suitable movie choices, we'd like a refund as we haven't benefited from the pass yet.