My MoviePass was declined. How can I see my film?

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71 comments

  • Avatar
    Daniel Crook

    Use the app to contact you? That's a joke. All you get is an automated response.

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    Sammie

    I had two support tickets cancelled and unanswered can you please contact me for support

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    Mary Beth Ross

    Mine was declined twice. Once the theater just let me in and the second time I used Regal Points. But in neither case is the app or phone number working, and you haven't responded to my emails. Are they being declined because of so much traffic on your system? Should we pay out of pocket and get reinbursed?

     

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    Linda Johnson

    I have not received my card.  My credit card was charged on August 17.  How will you remove this charge?

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    nihilance


    I've tried on two different days to use movie pass.  Both times the app worked fine, but the card wouldn't process a payment.  I kept retrying the card for a good 20 minutes or so both times and it never processed.  I tried using the chat and it was just an automated response. I bought four cards for everyone in my family but I'm thinking of cancelling them all if this doesn't get resolved soon.

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    Mary Beth Ross

    Did you hit "Check in?"

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    nihilance

    Yes I checked in both days.  The app worked fine, but the card would not process a payment when I tried to swipe it in the kiosk.  I also tried this at two different theaters too. So different days, different theaters, different films, app checked me in and worked fine both times, but both times the card wouldn't process.

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    Evan Brooks

    I tried using my card last night at a theater that is listed in the app, but the theater is not accepting the card as payment. I tried using it at the kiosk and at the register, and they told me I would have to contact support. They tried swiping and manually typing the card number in but no luck. Seems like im not the only one running into this issue. 

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    Ruth F

    This happened to me today. It was my first attempt to use it and it was declined and then had about a third of the ticket price and then declined again. Customer service is non existent on the app. And I have not received a reply to my email. So far I am very disappointed with this product

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    Evan Brooks

    I tried it again a few hours later and it worked. I checked in right before I gave the card to the cashier and it went through. However, they did charge me 28 cents for tax so I wasn't expecting that. My recommendation is that you check in minutes before you swipe your card at the kiosk or register.

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    Ruth F

    Sadly that was precisely what I did. I thought I might have not waited long enough.

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    Scott C. Harris

    Same issue - card was declined after checking in. I've been waiting two days now for a rely on the chat feature, and two days for a response from customer support. If this really is an issue that they believe they can quickly resolve via the chat feature, it should be easy enough to fix in two days.

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    trayepps

    Long time customer, suddenly cant check into films, have zero email support and not getting any response from request previous to the relaunch. 

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    Karen Nogami

    I'm still waiting on response from app chat - card declined last night.  Checked in fine but declined at kiosk and box office. This is twice on only three attempts to use my card. Friend's card worked last night, but I had to pay $16 to see movie. 

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    ERIC ZANGARI

    I signed up on Tuesday 08/15 as soon as the article broke out about the 9.95 monthly price. I immediately jumped on and signed up, also taking advantage of the 30 day free trial. Once signed up I encouraged others to join. My pass was promised in 5-7 days. It is now 08/31 and i still have not received my pass. To run it in my wounds more, the person i referred signed up after me but has received his pass. I believe he did not sign up with the free trial. Have I been pushed back because I am getting the free trial?

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    Daniel Crook

    Eric, I signed up same day but paid and I still don't have my card. When I originally signed up I received an error, but was still charged. Took an hour or so before it would let me sign in, I'm wondering with that error if my card wasn't auto auto ordered like it should have been. Only time will tell since their customer support is non existent. They're probably all off on vacation after the amount of customers they brought in.

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    ERIC ZANGARI

    SMH -I hope not, Daniel. 

     

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    robertsherman16

    Tried using my card today and it was declined .  They have taken the money out of my account but the card isn't working.  Are we getting ripped off?

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    Mtnsummit

    We went to the theater today. I have not received my cards yet (I signed up on the 20th). So I did not attempt to use the MoviePass App. But at the counter, after I purchased my tickets, I asked the clerk if they accepted the MoviePass Debit card. She said "I do not believe we accept those". I did not argue with her, but since I was at the theater figured I would ask. What I still cannot figure out, if/when I get my card, it is simply a Mastercard Debit Card, with a MoviePass logo - much like your bank debit card. Since the theater is getting there full $$$, why on earth would they not accept it. FYI this was a Edwards Cinema in Temecula, CA. If I do have the card in hand and they say I cannot use it, should we complain to Mastercard, or the Theater manager (which will probably be of zero help).

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    Ruth F

    So my card was declined on Tuesday and though I never received any response from customer service it did work when I tried it again on Friday. So at least I got my monies worth this month. I bet they are totally overwhelmed but still some response is warranted. At least have someone responding in the forums otherwise its all speculation.

    Because of the lack of customer service I have no confidence that it will work properly the next time I try.

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    Travis H

    I got my card yesterday and used it for the first time today. Got to the theatre, checked in on the app (took a couple tries), activated my card and picked up the ticket at a ticketing kiosk a couple minutes later.  I was expecting to have a problem after everything I've read, but it worked fine.  Planning to try again tomorrow evening.

     

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    Daniel Karpus

    Upon trying to check out, it was eithet declined or card not activated. How do I activate my card?

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    Mtnsummit

    @Travis - I just got my card today. The last 4 of the card are already in my app - do I have to activate the card in some way, or is it already to go?

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    Travis H

    @Mtnsummit - All I did was "check in" by choosing the movie I wanted to see and it then asked me to put in the last four digits of my card to activate the card.  About 30 seconds later it said my I was checked in and approved.  I then went to the ticketing kiosk outside of the theatre (a Regal theatre) and bought a ticket like I normally would and swiped the movie pass card as payment and it went through just fine.  Hopefully since the last four of the card are already in the app your card is already activated.  Strange how your number was already in the app but mine wasn't.  Hope you don't have any issues!

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    M Wei

    Just tried MoviePass for the first time.  Was very excited until the card was declined.  I checked in on the app fine and even had them try the card several times, but no go.  The in-app chat feature never responded except with the initial autoreply "Thank you for contacting....".  I paid for the movie myself and have emailed for help/refund.  Will advise if/when I hear back.  By the way, I left the app open to see if they ever respond.  It has been 3 hours and still no reply.  This is not boding well....sigh.

    One more thing -- talking to the Regal manager, they have seen a big increase in MoviePass users and know it can work.  They said that first time buyers have to make sure they "register" the card first.  This isn't spelled out anywhere in the FAQs, nor in the paperwork that came with the card.  I tried calling the card's number: 877-646-2892, but they apparently have very restrictive hours of operation and only got an automated message instructing me to use the app for support.  Sigh**2.

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    Travis H

    Hmm, the only thing I had to do was enter the last four digits of my card # into the app the first time I used it.  I've used the card twice now and it went through fine each time.  Hope you get it working!

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    M Wei

    Thanks Travis, I had to enter the last 4 digits of the card too, as part of my first (only) check in process.  The app seemed to indicate everything was fine, but the card was still declined when I tried to use it 5 minutes later.  I'm still trying to contact them via chat and also submitted email, so will see what happens.  Good to know it works for some folks tho...

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    Scott C. Harris

    A week later, and still nothing for me. I post this just in case anyone new gets on here and thinks that the people above have had their issues dealt with. I haven't received any response via email or the app. I even tried emailing  their jobs department to see if they were hiring customer service. Not because I want a job but because I want a response.

    My real hope is that once this gets resolved that my billing will be adjusted, as the card I've had for over a week isn't usable.

     

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    Mark Kesler

    I was excited to get my moviepass card last week.  I was billed (confirmed with my credit card company).  I have been unable to use my moviepass card.  I tried on 2 separate occasions at 2 different supported theaters and the card has been declined.  The chat feature got me no response.  The emails I sent only returned automatic responses linking me to the FAQ page.  This is very disappointing. 

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    Travis H

    It amazes me that nobody from MoviePass is responding to any of the complaints on this message board.  Looks bad for them!

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