MoviePass Customer Service Issues

I have been trying to get in touch with someone for months, but no one answers the phone due to high call volume. This has been ongoing for 9 months, and I am frustrated. I cannot log into my Movie Pass account to use my card or reset my password. The lack of customer service is unacceptable, especially since I am paying for a service I can't use. I am planning to contact the Better Business Bureau if this issue persists. It's disappointing that I can't even cancel my subscription. I will be sharing my negative experience on social media to warn others. Please reach out to me promptly to resolve this matter. -Carrie

Ever since the service plan update, I have been unable to use Movie Pass. I received an email in August stating that the changes would not impact me until my contract ends in February. However, I have not been able to access Movie Pass since August. The app indicates that shows are not available in my area, and some days only offer three movies. My original contract was for unlimited movies, and I selected them, not your company. I am greatly dissatisfied with your failure to honor the terms of our agreement. Despite multiple attempts to reach out to you, I have not received a single response.

Today, my partner and I attempted to watch the movie "Blaze" at the Alamo Drafthouse in New Braunfels at 3:35 pm. Upon arrival, we tried to check in using our phones as usual. However, we encountered a new issue where we were unable to proceed past the screenshot prompt and received an error message stating, "Error making reservation. Try again later." Despite knowing this theater was not an e-ticketing location, we faced this hiccup. It's frustrating to encounter problems like this while trying to utilize our MoviePass subscription. We are aware of the ongoing issues with MoviePass and understand that technical glitches occur, but it is disappointing when the service we paid for does not function correctly when needed. We seek clarification on this matter. Thank you. - K.

Hello, I'm Steven Parham. I recently canceled my MoviePass due to inactivity. My fiancée and I have been trying to watch movies for over a month, but we keep getting movie options we don't want to see. Additionally, the available showtimes are limited, cutting off in the afternoon. I initially canceled during the service and price issues, returned when I believed things had improved, and now had to cancel again due to inactivity. I am seeking a refund for the month I was unable to watch any movies. I have my MoviePass cards and any necessary information and I hope this issue can be resolved. Thank you for your assistance.

Ever since MoviePass introduced the guest option, I've encountered issues using it without a guest. I've tried various ways to navigate the questions asked, but without a guest, I consistently receive a message saying "unfortunately MoviePass has stopped working" on the final e-ticketing page. This problem is particularly frustrating as MoviePass has worked smoothly for me in Landmark theaters in Philadelphia, where I frequent the most. Despite trying different responses regarding guests and promotions, the error message persists, leaving me unable to access my e-ticket information. Furthermore, contacting MoviePass during business hours is equally exasperating as I am mistakenly informed that it's outside their operating hours. I hope for a resolution to this problem soon. Thank you for your assistance. -Jim F.

I have been a member of your service since it started. On October 5th, I received an email stating my service would continue unless I responded to cancel. It mentioned if I wanted to keep enjoying unlimited MoviePass, I didn't need to reply. On October 11th, I tried to use my MoviePass to see "A Star is Born" at a theater, but it didn't work, so I had to purchase a ticket. Interestingly, my husband, also a subscriber, didn't have any issues using his. Even though his MoviePass is active, mine is not working. The agents from the Philippines assured me three days ago that the problem would be fixed, but the same issue persists today. I would appreciate an update on the situation. Thank you, Sabira Tejani.

Hello, my name is Amberly Allen. I'd like to address an email I received in September regarding my MoviePass membership. The email explained that if I didn't opt out by a certain date, my unlimited monthly movies plan would resume on October 5 with billing starting on the same day. Despite this, I haven't been able to use MoviePass since. My husband also received the email and is experiencing the same issue. We both contacted Customer Service to confirm our understanding of the offer. My husband, Brent, even discussed both of our accounts with a representative during his calls. After speaking with Customer Service, we believed we were on track for the unlimited plan. I am now seeking clarification on when our unlimited movie membership will be reinstated. Thank you for your assistance. Blessings, Amberly Allen.

I am a very dissatisfied customer. Initially, I could enjoy numerous movies weekly in nearby theaters. However, this changed to only three movies per month with limited movie selections. Presently, there are no movies available in any local theaters. Despite the daily changing list, these movies are not being shown in most New England states. For two weeks now, I have been unable to watch any movies except for one children's movie today. Eight couples in my group who are MoviePass members have asked me to investigate this issue. I reside in MA, but the problem persists. Despite raising this matter with customer service previously, no resolution has been provided. I am eager to hear about the immediate future plans. I am frustrated and urge you to escalate this matter. Anticipating a prompt response.

I've been monitoring the app all day, and none of the five theaters in my area have a single movie available for check-in today. Despite being told repeatedly to be patient and that things will get better in a few days, it has been several months, and the situation has worsened. Although we are now restricted to three movies per month, there are still numerous limitations within the app. We should have the flexibility to choose any day to watch a movie and have access to all standard movies that we have not yet seen. The recent email from Moviepass on November 7 mentioned that things are "changing," but the question remains: will these changes be for the better so we can enjoy movies once more?

I am extremely frustrated with the movie selection available from Nov 7-14. The list includes movies that are not being shown in any theaters in Anchorage. How can we use our limited three movies per month if there is nothing worth watching? I suggest that all movies at the theaters should be options for us to choose from on any day we decide to go. Even if the three-movie limit stays, at least let us access all other movies without a discounted rate. The lack of choices is becoming unbearable, and MoviePass seems to be taking our money without providing proper service. I hope MoviePass addresses these concerns and improves the movie selection soon; many users are disappointed with the current situation and feel unheard.

On Monday, November 11th, I checked my Movie Pass app for the movie times at my chosen theater. I noticed that "Bohemian Rhapsody" was scheduled for 3:50 PM. I organized my day around this and arrived at the theater at 3:45 PM. To my surprise, the movie was not available on the app! I was informed it might be due to the theater being full. However, when I bought a ticket, I discovered there were only around 15 people at that showing. This experience is disappointing for us as customers. Initially, I paid $7.99 a month for the service, but now it has increased to $9.99 a month, and yet I am unable to watch the movies I desire. I contacted the customer service number for help but was abruptly disconnected. This is not the level of service I expect as a paying customer. It would be helpful if you could clarify what happened and suggest ways to prevent this in the future. Thank you.

I am extremely disappointed with this company. Today, only one movie, "Overlords," was available at our local theaters. The movie's showtimes kept changing throughout the morning, making it nearly impossible to use my MoviePass. This service is failing to deliver on its promise of allowing customers to see three movies a month. The lack of movie options, constantly changing showtimes, and poor customer service have left me frustrated. MoviePass' technical issues and unresponsive customer support are unacceptable. Despite trying to reach out through the app and phone, I have been met with generic responses and no real solutions. Even attempting to cancel my subscription has proven to be a challenge, as they make it difficult and offer no flexibility. The company's failure to address customer complaints and improve their service is disappointing.

I made a payment to MoviePass on October 22, [redacted], and was assured by customer service that I would receive my MoviePass card within 7 to 10 business days. After waiting for 22 business days, which was over a month, I had not received the card. I called them, and they mentioned that the card was sent on November 4, guaranteeing its arrival no later than November 16. It's now November 20, [redacted], and the card has not reached me yet. Although my fiancé, who paid on the same day, got his on November 16, mine hasn't arrived. I find this situation frustrating as I've been waiting for over a month and a half to use the service I paid for, despite being told it would arrive in 7 to 10 business days. I hope this issue can be resolved promptly.

I am a resident of Utah and have been a subscriber to Sometime movie pass for the past three months. Unfortunately, for the last three months, there have been no available movies within a 50-mile radius. Despite our continued payments, we have been unable to access any showings. Even attempting as early as 5:30 am has not yielded any results. It seems that all theaters are indicating that no movies are available at this time. While I understand that big box office movies may not be accessible, it appears that no movies are becoming available for viewing. I have been patient and loyal, hoping to ride out the challenges, but the lack of available movies is concerning. I would appreciate it if the company could provide information on when movies will be accessible again. Thank you for addressing this issue and providing updates to loyal subscribers like me.

I am once again disappointed with Movie Pass! The movies "The Front Runner" & "Bohemian Rhapsody" were supposed to be available today, Nov 21 based on your weekly listing. I checked in early this morning and they were visible for a few hours at two out of three local theaters, so I planned my day around them. By mid-day, they had vanished from both theaters' listings. This has happened repeatedly during the past week, and for three weeks straight, there have been no movies available to check into despite us paying for the service. I feel frustrated and deceived. Is there a way for us to still see these movies today or get a refund if we pay for them out of pocket?

I have been paying you every month for a service that does not align with what I agreed to. I signed up to watch one movie a day for $10 a month, but without my consent, you reduced it to only three movies a month. This is not acceptable, and on top of that, the movie selection is limited. Currently, I am only presented with one movie option despite being told I have three movies available. This is essentially restricting me to just one movie a month, which is not what I agreed to. I could buy a movie for less than your monthly fee. Your business practices are unethical, and if you charge my bank account again, I will pursue legal action for breach of contract. Your behavior is unacceptable and needs to be addressed promptly.

Dear team, I am experiencing issues logging into my account as I am being prompted to reactivate and select a new plan, despite receiving an email in August confirming that my old unlimited membership plan would be reinstated from October 4th. I continue to be charged for movie passes each month and have not been able to resolve this matter despite multiple attempts to do so. I have attached proof of payment deductions and the error message received while trying to log in, illustrating that my account is labeled as inactive. I am eager to have this matter rectified promptly and to receive a refund for the past four months of charges, considering I have not utilized the card during this time. Associated email: [redacted] Card number: 5[redacted] 2[redacted]

I am frustrated with MoviePass as they continue to disappoint by taking our money and failing to provide a reliable service. Potential new members should be cautious and thoroughly research before signing up. Despite ongoing issues, I have remained a member in hopes of improvements. However, the promised fixes have not materialized, and cancellations come with a 9-month wait period for rejoining. Recently, the movie "Green Book" was listed as available, but the app consistently showed no screenings at the theater. Customer service failed to assist me and even hung up when I requested to speak with a manager. This recurring problem is shared by many users. The service's changing policies have reduced offerings to a point where movie availability is uncertain and customer support only offers repetitive, unhelpful responses. Using the app for help often leads to delayed or no responses.

My husband, daughter, and I have encountered issues with the MoviePass app where the movie we selected disappeared from the list when we arrived at the theater. Despite living an hour away, we ended up paying out of pocket to watch the movie. Although they are offering a new all-movie package for $14.95 a month next month, we are still expected to pay the current $9.95 a month until we can switch plans. It's frustrating to be paying for a service we can't use properly. If the movie had not been available initially, we wouldn't have made the trip.

For the past twenty-four days, which accounts for the entire month cycle so far, I have diligently tracked the ongoing issues with MoviePass that many are facing. By using the weekly list of available movies, I recorded the selections for each day on a calendar. Unfortunately, there has consistently been only one film available on the list for local theaters, and some days there were no options provided. Whenever I checked the app throughout the day, I found that on fifteen of the twenty-four days, it displayed "There are no more screenings at this theater" all day long. On the remaining nine days, although showtimes were visible early on, by 11:30 am they would vanish, leaving the same message for the rest of the day. With only six days left in my billing cycle, I have not been able to watch any of the three movies I paid for. It seems impossible to access the promised product. Despite assurances of improvements, I am disappointed by the lack of progress. MoviePass's absence of customer support leads me to believe that cancelling my subscription is the best course of action. I hope others heed this warning and consider avoiding or discontinuing their service as well.