MoviePass Customer Service Issues

Archive 2

The following are issues that customers reported to GetHuman about MoviePass customer service, archive #2. It includes a selection of 20 issue(s) reported June 22, 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 accompanied my wife and daughter to watch Incredibles 2 last Wednesday using her movie pass without any issues. I reminded her to submit the ticket stub for "Solo" as instructed, which she did successfully, receiving approval to use the movie pass. However, I was surprised to receive an email stating that her Movie Pass account has been terminated for submitting an Incredibles 2 ticket stub, which I believe is inaccurate as we followed all guidelines and only submitted the correct stubs. I kindly request Movie Pass to reconsider their decision and reinstate her card. As loyal customers who have always adhered to the rules and promoted Movie Pass to others, we feel this action is unfair. Her name is G. Nakahara, and her Movie Pass card number is 5[redacted] 3[redacted]. I hope to receive a response from Movie Pass soon. Thank you. Craig Nakahara
Reported by GetHuman-shakanak on Friday, June 22, 2018 7:16 PM
I am reaching out in regards to ticket number [redacted] which was closed before a resolution was reached. I last communicated with supervisor Abraham from MoviePass Support Center who explained that the premium showtimes are not available for check-in through the app, implying that I may have mistakenly purchased the wrong ticket. In response to Abraham's explanation, I want to clarify that if indeed a Dolby movie ticket was offered and checked into, it would be an unusual error on the part of MoviePass. I am requesting confirmation regarding the removal of the warning on my account if it is confirmed that an incorrect ticket was not purchased. Thank you for your assistance. Sincerely, Matthew C. M.
Reported by GetHuman772556 on Friday, June 22, 2018 8:47 PM
I am extremely frustrated with your app's lack of assistance. I am considering canceling my movie pass subscription. Despite being a member for several months, my recent experience was disappointing. Last night, I had to pay out of pocket for both mine and my fiancé's movie tickets because my movie pass was not working. This cost me $28. Additionally, today I was billed for my movie pass subscription fee. I have been trying to contact customer support through the app, but I only receive automated reply bubbles and cannot submit my query. What is the point of having movie pass if I cannot use it to watch a movie? Several other users encountered the same issue at the ICON theater. I need assistance with this matter.
Reported by GetHuman817982 on Monday, June 25, 2018 2:02 PM
I am seeking assistance with a concerning issue regarding our purchased movie passes. Yesterday, we used three passes, but upon trying to use the card for the remaining two tickets, it was declined. Despite my attempts to reach out through calls and online chat, I received no helpful support. Unfortunately, I had to pay $33 out of pocket for the tickets. This ongoing problem with Movie Pass is frustrating, as it seems that whenever we use the cards, something malfunctions, leaving me to either pay for the movie or miss parts of it while resolving the issue. I am at my wits' end with these frequent complications. Could you kindly address this matter promptly? Additionally, I have experienced long wait times on the phone today, enduring a 27-minute and a 10-minute hold. This situation has spurred me to consider canceling my membership entirely. Please have a representative contact me at [redacted], and the email associated with the account is [redacted] I am hopeful for a resolution. Thank you. William C.
Reported by GetHuman-wkchasta on Monday, June 25, 2018 4:18 PM
On June 21st, my fiancé and I went to the movies. I encountered an issue with the MP app not allowing me to "check in," prompting me for ticket verification. Despite both MP cards being under my name and me paying for both, my card was declined as it has happened before. My fiancé, who had no trouble with her card ending in #[redacted], checked in smoothly. I had to pay for my ticket, causing frustration. I have previously reported this issue, but have not received a resolution. I've tried contacting MP through the app but have not received any response. My MP card number is 5[redacted] 7[redacted], and my phone number is [redacted]. I am seeking a refund for the movie ticket I had to pay for. I can provide you with a copy of the ticket stub for verification. This ongoing problem has become a nightmare. Please credit my card on file at your earliest convenience. Thank you. - Shawn A.
Reported by GetHuman-marcdeut on Monday, June 25, 2018 4:41 PM
My movie pass card didn't work at the theatre, and even the manager couldn't fix it. I called customer service the next day but didn't hear back. After using the app to submit the ticket stub and receipt for the $14.50 movie fee, it took over a week for them to respond, asking for the receipt again. Despite sending it promptly, they claimed I was late in submitting. My app didn't function for 3 months, yet they kept charging me. Attempts to contact them through phone, live chat, and email were frustrating as responses were delayed or unhelpful, with automated messages not addressing the issue. I am extremely dissatisfied and seeking a refund of $9.95 for the non-functional months and $14.50 for the movie cost. Their customer service needs a major revamp to retain any goodwill from customers like me.
Reported by GetHuman824394 on Wednesday, June 27, 2018 12:18 AM
I recently signed up for Movie Pass on my iPad and downloaded the app on my phone, where I had been using it. Last week, I tried to use my iPad to browse movies, but when I went to buy a ticket at the theater using my phone, I couldn't access my account. Despite trying to reset the password and reinstalling the app on my iPad, I received a message that my account was in use on another device. I didn't realize I couldn't login from my tablet, and I uninstalled the app from it. Now I'm unsure if my account is still active. How can I regain access to my Movie Pass account?
Reported by GetHuman-imminenc on Thursday, June 28, 2018 4:23 PM
I signed up for Movie Pass on my iPad initially and later downloaded the app on my Samsung phone to check in. Recently, when my phone was charging, I used my iPad to check movie availability and was logged out when I got to the theater. Despite several attempts to log in and change my password, it didn't work. Eventually, I received a message about being logged in on a different device. I uninstalled the app on my iPad, but I'm still encountering the same issue on my Samsung phone. Could you please help me restore my account? I wasn't aware that logging in from a different device would cause an issue.
Reported by GetHuman-imminenc on Thursday, June 28, 2018 5:31 PM
I have been attempting to contact Movie Pass for months now, but each time I get disconnected by a machine. I haven't received my Movie Pass card, yet my boyfriend signed me up with an outdated email. I want to keep the service, but I need a refund or credit for the unused months, a change in the linked email to "[redacted]," and to receive my card. I have tried using the pass at a nearby theater without the card, but it never goes through. My credit card is continuously charged since signing up. The email associated with the account is currently [redacted], but it should be updated to [redacted]
Reported by GetHuman-jedimas on Thursday, June 28, 2018 8:03 PM
I recently used my movie pass multiple times without being asked to take a picture of the ticket. Suddenly, a message appeared asking me to take a picture before purchasing my ticket. Not having a ticket yet, I took a picture of nothing to bypass the prompt. After, my account was canceled, and I've been struggling to get it reinstated. Despite my husband and friend not having to take pictures with their cards, I keep receiving automated responses stating my account will be canceled if requested but not addressing the cancellation that occurred. I've tried emailing and calling several times, unsuccessfully. I just need my account restored and clear instructions on how to take the necessary pictures when purchasing tickets.
Reported by GetHuman-melsjeep on Friday, June 29, 2018 2:23 PM
I recently tried using my movie pass card at the theater, but it was declined. Despite providing a photo of my last movie ticket, the issue persists. Multiple attempts to contact customer service have been futile, with long wait times followed by disconnections due to high call volumes. This has occurred on three separate occasions, making it impossible to resolve the problem. As a result, I have purchased three tickets out of pocket in the last few weeks, and I am considering canceling my subscription if this issue remains unresolved. It's frustrating that my card is not working, and the lack of customer support is making it impossible to seek assistance from movie pass.
Reported by GetHuman834973 on Friday, June 29, 2018 9:59 PM
I signed up for MoviePass a few months ago but lost my wallet, including the MoviePass card ending in [redacted]. After resetting my phone, I couldn't log in properly. It turns out my account is linked to the lost card, not my new one with the ending [redacted]. I need to update it to the correct card. My email is [redacted] My name is Michael Connelly, and I have another account possibly under [redacted] Thank you for your assistance.
Reported by GetHuman835420 on Saturday, June 30, 2018 12:26 AM
We are struggling to cancel our subscription. The customer service has been frustrating. My husband has been unable to access his account for two weeks. We keep receiving requests for more information to verify the account every few days with no resolution. This subscription was a gift for Father's Day, and he still can't use it. We requested a call for support, but received no response. Emails asking for immediate help have also gone unanswered for five days. We are incredibly disappointed with the service and want to cancel our subscription due to the lack of assistance. This has been a terrible experience, and we are extremely dissatisfied with the way this business is being run. -R & D Theriault robynt1012[at] orcadanl[at]
Reported by GetHuman-orcadanl on Wednesday, July 4, 2018 4:19 PM
I purchased two movie passes for myself and my husband. However, both pass charges have appeared on our Visa statement. Strangely, my account and email show up on my husband's phone, and his account is missing from both our phones. My details: - Name: P. Heims - Movie Pass#: [redacted][redacted] - Device: iPhone 8 Husband's details: - Name: A. Heims - Movie Pass#: [redacted][redacted] - Device: iPhone 6 I've made numerous attempts to contact Movie Pass without success. The lack of live customer support, unhelpful email assistance, and non-functional live chat have left us unable to utilize our passes despite payment. Any help would be appreciated. Thank you.
Reported by GetHuman-heims on Thursday, July 5, 2018 2:58 PM
I had trouble using my Movie Pass on Tuesday. While my wife's worked fine, I couldn't log in on my phone. Even after trying to log out and back in, the device was not recognized by Movie Pass. We used to share a phone and switched to new ones. Last week, I logged in with no issue, but this time it required User ID & Password. Both our phones had previously worked well. When I checked the location services, they were already enabled. Opening the Movie Pass App kept prompting me to enable location services, but even after verifying that they were on, the problem persisted. I did successfully use Movie Pass recently, took a photo of the ticket, sent it, and received confirmation.
Reported by GetHuman-rwjennin on Friday, July 6, 2018 8:23 PM
I encountered issues purchasing my movie ticket at the counter and using the app for check-in. Another movie pass user informed me on the same day that the entire system, including Disney Parks and Disney rewards, was down. This level of service is unacceptable. If this problem persists or is not properly resolved, I am considering canceling my subscription. I am contemplating switching to AMC A-List Stub, which offers a more attractive subscription plan. For $20 a month, I can watch up to 3 movies a week in various formats, including Dolby Cinema, IMAX, 3D, and standard 2D. Additionally, I can conveniently reserve seats online or through the app without needing to be close to the theater. I hope these issues can be addressed promptly, otherwise, I will have to seek an alternative.
Reported by GetHuman-jsthilai on Saturday, July 7, 2018 12:13 AM
I emailed MoviePass on July 6, [redacted], regarding an issue I encountered at the Regal 24 theater in Atlanta. When I tried to use the MoviePass app to see "Deadpool 2," it was not working. The theater staff confirmed that the MoviePass system was down all day. As a result, I purchased the movie ticket for $8.50 without using MoviePass. I have attached a photo of the ticket stub. Can you please advise me on how to get reimbursed for this ticket? Thank you. John Murphy [redacted] [redacted]
Reported by GetHuman-jmmurphy on Saturday, July 7, 2018 4:53 PM
Last evening, my spouse and I visited the Charles Theater in Baltimore to watch RBG. Unfortunately, we couldn't check in as the MoviePass app was malfunctioning. The attendant explained that numerous issues had occurred that day. Despite this, we decided to purchase tickets for $9.50 each. This marked the third instance where the app failed us during a movie outing. Twice we were informed the movies were sold out post-check-in on the app. The second time happened after the introduction of the ticket verification policy. We even received a notification threatening to restrict our MoviePass usage if we didn't verify the unused tickets. We kindly request a refund for the $19.00 spent on tickets. The combination of veiled threats, unreliable software, and unfulfilled promises is truly disappointing in a business. Warm regards, J&E Graves
Reported by GetHuman859068 on Saturday, July 7, 2018 10:01 PM
Yesterday, both my wife and I had to update the app due to an update. I could check in and buy a ticket today, but on her phone, it keeps saying she needs to be within [redacted] yards. Google Maps and the app confirm we are inside the theater. I've tried restarting the phone and the app, walking around, but it still doesn't work. We reloaded the app, and now she's locked out for 30 days due to a device switch, even though it's the same phone and account. I've texted my issue over an hour ago and have received no help. I've attached a screenshot to show her phone is indeed at the theater. I don't want to miss the movie or have it show that I already went. Disappointed with the situation.
Reported by GetHuman-ahushka on Sunday, July 8, 2018 7:44 PM
I recently received an email from Movie Pass and followed the instructions to update my account. After the update, I attempted to use my Movie Pass at a Regal cinema in Austintown, Ohio, only to be told that my monthly use had been exhausted. I am confused by this situation. My email contact is [redacted] Despite this issue, I appreciate the excellent attention I've received from Movie Pass. If there are any outstanding payments required for my card, please charge the original Visa card on file. I would appreciate your prompt assistance in resolving this matter.
Reported by GetHuman-joejtaka on Monday, July 9, 2018 7:21 AM

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