MoviePass Customer Service Issues

Archive 3

The following are issues that customers reported to GetHuman about MoviePass customer service, archive #3. It includes a selection of 20 issue(s) reported July 10, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I received a 6-month MoviePass subscription as a Christmas gift. After activating it, I enjoyed using the service. However, upon returning from visiting my sister in France, I found that my subscription was not active when I tried to search for movies. Following a prompt on the app to reactivate, I provided my credit card details but received an error message stating I couldn't reactivate due to previous canceled subscriptions within the last nine months, which is inaccurate. I've attempted to contact them but have been unsuccessful. I'm eager to renew my subscription without having to wait for a new card. Can anyone provide assistance with reactivating my current card promptly?
Reported by GetHuman866318 on martedì 10 luglio 2018 14:00
I am inquiring about the status of my previous request submitted via email. The MoviePass support team acknowledged the receipt of my complaint regarding the app malfunction on July 6th, [redacted], when I was unable to use MoviePass at a local theater in Atlanta. I had to purchase a ticket for "Deadpool 2" out of pocket due to this issue. I provided evidence of the ticket purchase amounting to $8.50 in the email. I am looking for guidance on how to proceed with getting reimbursed for the ticket. Thank you for your attention to this matter. Warm regards, J.M. Email: [redacted] Phone: [redacted]
Reported by GetHuman-jmmurphy on martedì 10 luglio 2018 22:07
As an annual MoviePass member, I am unsure about how the new peak pricing will impact me. The new terms do not explicitly mention that annual members will be unaffected until their next renewal. The only information about this exception is buried in a FAQ on Moviepass.com. I have attempted to contact MoviePass through phone, live chat, and email over the past two weeks, but have been unsuccessful. Despite calling the provided number and trying various options, I have not been able to speak to a representative. The lack of clarity in the terms regarding annual members leaves me uncertain about the implications of peak pricing on my subscription. Additionally, I am worried that canceling my subscription may prove challenging, as the process apparently requires emailing MoviePass and receiving a response, which I have been unable to secure after multiple attempts.
Reported by GetHuman878426 on venerdì 13 luglio 2018 19:31
I recently joined MoviePass and downloaded the app on my phone. However, when I tried to use my Mastercard to pay for a ticket yesterday, it kept showing as "invalid." Even after seeking assistance from the staff at the theater, the issue persisted, and later it showed that the movie was not available at the theater, which was incorrect. I ended up paying the senior citizen rate to watch the movie. If my card continues to not work, I may have to cancel my subscription, which is disappointing as I have been a loyal moviegoer for years. I hope to resolve this issue soon.
Reported by GetHuman880913 on sabato 14 luglio 2018 18:10
Today, my movie pass failed once again, showing the same error message as yesterday despite having completed the update. Following advice, I uninstalled and reinstalled the app. Oddly, upon signing in, I was informed that I had switched to a new device, resulting in a month-long lockout. I request assistance in unlocking my account to make further attempts at using the service. This recurring issue is perplexing, especially since I have encountered situations where I was denied service due to unauthorized access despite actively attempting to use the app. Furthermore, during a recent visit to MN with family, we all experienced difficulties in loading our movie passes. I believe these instances highlight a clear lack of reliable customer service. I urge for prompt resolution in unlocking my account and improving the overall functionality of the service.
Reported by GetHuman882090 on domenica 15 luglio 2018 04:01
I recently switched phone providers twice within the past week. I logged into Movie Pass last Wednesday using Verizon, and then switched to AT&T on Friday. Now, when I try to log into my Movie Pass account, I keep receiving an "unauthorized device" message. I had transitioned from Sprint to Verizon on Wednesday and then to AT&T on Friday. I haven't used the service to go to a movie, I just wanted to keep my account updated, but now I can only log in online and not on my mobile device.
Reported by GetHuman887429 on lunedì 16 luglio 2018 22:31
On July 6, [redacted], I went to see Jurassic World with my friend. Unfortunately, my MoviePass wasn't working, so my friend paid with her credit card. I reimbursed her and was told MoviePass could refund me. I'm hoping to receive the refund on my credit card ending in [redacted]. I previously emailed at support+[redacted] but didn't receive a response, hence why I'm reaching out here referencing request (#[redacted]). I have the ticket for Jurassic World available. Additionally, I've had phone difficulties over the past few months, requiring multiple restarts and logins for MoviePass. I got a new phone and faced issues logging in after reinstalling the app. I've sent my phone details and purchase information to support+[redacted] with a request (#[redacted]). I'd appreciate any help with this matter.
Reported by GetHuman-itsseoli on martedì 17 luglio 2018 01:35
I have been attempting to contact MoviePass for some time now. I paid for a 6-month subscription but never received the card. Despite trying to cancel via the app several times, I am frustrated. As a college student on a tight budget, having paid $59.70 for a service I could barely use is disappointing. Each time I attempted to watch a movie, I had to drive over 30 miles to a theater due to not having the card, resulting in wasted money on gas and time. I am seeking a full refund. My Mother, a consumer affairs professional, will now handle this matter and is reaching out to relevant authorities regarding the poor service, lack of delivery, and response from MoviePass.
Reported by GetHuman-basketti on venerdì 20 luglio 2018 19:51
I am experiencing issues with MoviePass after the recent update, mainly related to device restrictions on my iPhone. Initially, I signed up on my iPad and later used my iPhone to access the app, encountering problems when trying to check theater participation. Despite submitting a ticket with the number #[redacted] after several unsuccessful attempts to resolve the issue, I have not received a satisfactory solution. The response I received suggested not using the iPad as a device, but the problem persists on my iPhone. I have repeatedly reached out without success, and now I am awaiting further contact from MoviePass but have not received any updates.
Reported by GetHuman-jlatholl on martedì 24 luglio 2018 22:54
I previously canceled my MoviePass during the free trial period. However, my daughters attempted to install the app on my phone with no success, indicating it may not be compatible. When contacting support to cancel due to accessibility issues, I was informed that reactivation would not be possible for nine months. I am now facing charges as my card was billed despite cancellation. I attempted to phone today but was unable to reach a representative. Kindly refund the charged amount to avoid disputes with my credit card company. Thank you, M. Hendrickson.
Reported by GetHuman-maryhma on venerdì 27 luglio 2018 17:09
I used to enjoy using my MoviePass, even through all the changes, but now I can't watch any movies at my local theater without being asked to pay an extra $5. This charge applies even when the theater is nearly empty, which feels unfair to me. It seems like extortion. I understand the surcharge during peak hours, like 5:00 pm and later, but earlier showings are typically less crowded due to people being at work. I hope MoviePass addresses this issue promptly. Otherwise, I might need to consider taking legal action. Thank you. - Georgeanna H.
Reported by GetHuman-gshakimi on domenica 29 luglio 2018 17:03
Dear community, recently, my partner and I signed up for Movie Pass's $9.95 monthly plan with the intention of keeping it for a year or more. To our disappointment, shortly after receiving our Movie Pass cards, we were informed about surge pricing. Every movie at theaters within a 20-mile radius of our home had an extra charge of $5 to $10. This was unexpected and not disclosed to us prior to subscribing. We are considering canceling our subscription and are wondering if any action will be taken to address this issue. If not, we kindly request a refund for the first month's charge, as we have not been able to use our passes cost-effectively. Thank you for your understanding.
Reported by GetHuman-amyehres on domenica 29 luglio 2018 19:16
Last night, I tried to convince a friend to get MoviePass. However, when I wanted to show her how to check in on my phone at the theater, the movie we wanted to see wasn't available. Thankfully, the theater allowed me to buy a ticket for a different movie and use it for the one we desired. Despite this, it was not a seamless experience, which might discourage others from signing up for MoviePass. I'm concerned about what I should do if this situation occurs again, and the theater doesn't permit ticket exchanges. I read in the HELP section that I can address a ticket I paid for through the Chat service, but I couldn't find it. Moreover, how should I handle theaters that require advance payment for preferred seats or to secure seats before they sell out? I'd appreciate guidance on how to manage these challenges in the future. Thank you, Melody Craig-Talebi.
Reported by GetHuman-melodysw on martedì 31 luglio 2018 17:33
I wanted to use my MoviePass card to see a movie this afternoon like I have been doing every Friday afternoon for months. Today, the only times available for ALL the movies at my theaters were evening or late shows. What is going on? This is not what I signed up for. I expected more flexibility to see movies at different times. I typically go in the mid to late afternoon because that works best for me. It's frustrating that the only showtimes available are after 7 pm. I am reconsidering keeping my membership if this continues. If this becomes the norm, MoviePass won't be useful for me. It would also be helpful if I received a notification that an update is required BEFORE I attempt to check in for a movie. Additionally, I wish it were possible to watch the same movie twice. Sometimes, I watch a film and want to take my kids or a friend to see it, but I cannot use my MoviePass card for that.
Reported by GetHuman-befdbd on venerdì 3 agosto 2018 21:12
I want to address a camera issue I experienced with the Movie Pass app. I purchased tickets with two cards and took pictures of the tickets as instructed. After snapping the photos, a "thank you" message appeared. The following week, when trying to retrieve the movie, the camera picture reappeared on the phone instead of accessing the app. Trying to clear it out resulted in the camera shutting off and displaying the same 'thank you' message from the prior week. This has created confusion. If there is a waiting period before taking a picture, it was not communicated to us. I believe this issue is due to a technical glitch with the Movie Pass app, as we followed the prompts after obtaining the tickets. My husband and I, both seniors, take this process seriously and strive to adhere to all rules.
Reported by GetHuman-bratines on sabato 4 agosto 2018 04:51
I am around 75 years old and prefer watching movies in the afternoon. I acknowledge the challenges you are facing with the service. I understand the need to limit some prime-time movies, but it's frustrating when the app doesn't work properly. Yesterday, despite checking the app in the morning and finding the desired showtime, I couldn't check in at the theater due to a recurring issue. Oddly, after the show had started, the app suddenly allowed me to check in, which puzzles me. Today, I verified afternoon showtimes on the app, only to find there were no listings when my friends and I arrived at the theater. The only shows displayed were for the evening. The disappearance of movie listings throughout the day is disheartening. The same issue is occurring today. The movie I planned to watch vanished from the app. It's frustrating to be unable to use the service I paid for. Though I understand the challenges you are working through, I urge you to reconsider restricting all movies, as we signed up for unlimited daily viewings. Please adjust this policy and provide some movies available all day, every day. Your prompt attention to this matter would be greatly appreciated. Thank you. - Sherrie Elpi
Reported by GetHuman-ceillync on domenica 5 agosto 2018 18:23
I have been struggling to cancel my movie pass for a while now. The app initially confirmed the account cancellation but now displays it as active. However, all attempts to cancel through the app result in a "cancellation failed" message. Despite trying to contact customer service via the app, I have been waiting for a representative for over 3 hours. When I called one of the customer service lines, a message indicated it was closed and directed me back to the app, which is not providing assistance. The other phone line keeps me on an eternal loop of hold music without any live representative pick-up. I urgently need confirmation of the cancellation status.
Reported by GetHuman963472 on martedì 7 agosto 2018 20:03
I recently signed up for MoviePass and completed the payment process. I received my card and was under the impression I could start viewing movies right away. I signed up on July 24 with the expectation that my monthly billing cycle would begin upon payment. However, on August 4, I received an email stating that the payment could not be processed. Due to a lack of funds at the time, I planned to renew the subscription on August 6 when I received my salary. Unfortunately, when I attempted to log in to the MoviePass app after I had the funds, I discovered that my subscription was no longer active. After waiting for a response for a couple of days, it seems my subscription may be canceled. I was hoping for more flexibility in the situation. Must I really wait nine months to sign up again? If that is the case, I would like to request a refund of the $7.95 I initially paid.
Reported by GetHuman967447 on mercoledì 8 agosto 2018 18:27
I have attempted to seek assistance through the chat support on the app, which unfortunately seems ineffective. The app has not been working since the beginning of the new month. There are no showtimes available, and I keep getting an error message asking me to try again later. I simply want to cancel my subscription and receive a refund. A few weeks back, I had to pay full price at the theater to watch a movie with my children due to the app malfunctioning. I hope MoviePass can address these issues so I can consider keeping the subscription. I've conveyed my frustrations with their customer support via the app chat. I'm involved in a gaming community with a large following on various social media platforms, and if MoviePass cannot provide the service I paid for, I expect a refund. If my concerns are not addressed, I will document and share my experience publicly to highlight the problems customers are facing.
Reported by GetHuman973601 on venerdì 10 agosto 2018 00:35
We recently encountered a frustrating situation when trying to use our movie passes. My husband's pass froze on his phone, and mine repeatedly indicated that another device was using my card, preventing me from using it. I had to reinstall the movie pass link on my phone to resolve the freezing issue, but I still cannot use my card due to the device conflict. My husband is so frustrated that he suggests cancelling both our subscriptions. We have receipts available for verification. Could these issues be related to the phone freezing up originally? Any assistance would be greatly appreciated. Thank you. -Barbara J.
Reported by GetHuman-jimsange on sabato 11 agosto 2018 04:41

Help me with my MoviePass issue

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