I can't sign up/my app won't load.

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  • Avatar
    BS

    How to know this MoviePass is not a scam, since I did sign up I can not login and MoviePass has charged my bank credit card and their support team is not responding.

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    Zak
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    Jeff Huston

    I've been a very happy Moviepass customer for years. But now, the day they went to the $9.99 membership, everything has gone south. The app wouldn't work. The website wouldn't allow me to log in. I tried deleting my app, redownloading it, and now it won't even let me sign in. Not with my info, and not through Facebook. 

    There is NO customer support. Their phone is only an answering machine (you can't even leave a message), no one to talk to. E-mail support only sends automated responses that don't help. It's literally impossible to get help. Customer service literally couldn't be worse, because there's absolutely no way to get any. It doesn't exist.

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    James Pegram

    Why am I able to log in on the website (which lets be real doesn't do anything) but I can't use the exact same credentials to log in on the app (So I can actually utilize the service?)

    When should I expect this to be fix? My bank has already been charged 

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    BS

    My login is still not working, no response from MoviePass, many other customers are in the same boat, do not register if you are looking to subscribe, feeling scammed!!

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    Beverly Falco

    As a new subscriber, an email discussed being able to start using MoviePass through the app before receiving my pass in the mail. If this is recommended, then the app should be in working condition. Instead, my account is unrecognized, even though I've changed the password and can log in through the website, as another poster mentioned. This is incredibly frustrating. I understand back logs, but don't recommend using your app if it isn't even working, especially since I've already been charged an account fee even though one free month was advertised and apparently we were not going to be charged until we received our card in the mail. None of the information provided by MoviePass seems to be correct, and the lack of customer service is unconscionable.

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    Andy Pinchbeck

    I'm  logged in online but the app says check  your credentials. What is going on?

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    BS

    No response, login is still not working, feeling scammed! No ETA nothing from MoviePass, so frustrating when money is already deducted and no response.

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    Robin Ramkissoon

    FYI, for others posting about issues with the App. I just signed up, and the email I got says this - which may explain why some folks are not able to use the App yet (If you have not yet gotten the card in the mail). They have billed you, but the start date should be once you "activate" the card they are sending:

    About Your Membership:

    • The first month will begin when you receive your MoviePass card

    • Once you get it, you'll be able to see a new movie every day at any of the theaters listed in the MoviePass app 

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    Shane Hudson

    This was emailed out yesterday.

    To the MoviePass Community,

    We’ve been blown away with all of the excitement surrounding our new $9.95 unlimited plan. Though we anticipated a high level of interest, we received an unprecedented volume of traffic: so much so, it completely crashed our servers. Last week, MoviePass was the #1 consumer news story in the world.

    To meet this demand, our production facility has rapidly increased capacity. Currently, you should expect to receive your card around September 6-10th. If you signed up Tuesday, August 15th or Wednesday, August 16th, expect it sooner. Orders are being fulfilled in the order in which they are received. We apologize for the delay. Your account will not activate until you’ve received your MoviePass card and your billing date will be adjusted accordingly.

    E-Ticketing
    In some markets, we have partners who allow for e-ticketing. You can attend those theaters now without waiting for the card. E-ticketing is voluntary and up to the theaters. Any theater that wishes can be activated with E-ticketing capability.

    For your convenience, here are some resources that can help you find additional information you may need.The FAQ’s should provide answers to all of your questions and the theater map allows you to search for supported locations in your area. Our customer service team is working around the clock to respond to your additional questions.


    FAQ’s: https://moviepass.zendesk.com/

    Theater Map: https://www.moviepass.com/


    Thank you so much for your patience and support. We can’t wait to go to the movies with you!


    Sincerely,

    The MoviePass Team

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    Mark Giannelli

    Dear MoviePass team,

    I received my card on Tuesday August 22nd and the app is still saying it cannot find a user with my credentials. No one in customer support is bothering to help me activate my account yet I was still charged. Please help me

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    Mark Giannelli

    What do I do once I receive my card?

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    traci

    you should be able to download the app and get started 

     

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    William Jones

    I've been trying to sign up on the app as well as the website since last Tuesday.
    I can't finalize my moviepass transactions and have received no support feedback on either help request.
    I want to get this going so my card is coming sooner

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    Mark Giannelli

    Extremely helpful Traci. Are you reading any of these comments? The app is already downloaded, my cc already charged, MoviePass card already received yet still whenever I try to sign into the app it says "cannot find user with these credentials". I'm using the correct credentials when trying to sign in too.

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    COLIN P PORTER

    I was charged for service but I can't login and have yet to receive any emails regarding my acct or lack of. I would have thought I would get a confirmation email at the very least I signed up a week ago and still have received nothing no emails and nothing in the mail yet

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    traci

    yes Mark i am, and my husband and i were both members for over 10 months.... your not going to receive emails your literally going to get a credit card which you obviously already have, apparently your one of the "lucky" ones that actually got that far. Im not sure whats going on there end it wasn't this difficult at all when we signed up however we were paying $50 a month so i could imagine the frustration no phone numbers no live chat which raises a flag. Have you tried calling the number on the back of the card?

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    Mark Giannelli

    Customer support can we please get an update on the app for people who aren't able to log in?

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    Scott Cruz

    Well I'm glad I'm not the only one with this issue. I also have been billed (was billed immediately after I signed up), got my movie pass card and can get on the web site but when trying to use the app (iOS) I get the can't find credential message too. I have had that from day one. I thought that when I got the movie pass CC this would be solved. Nope!

    On a side note I haven't seen anything on how I cancel my membership. Not saying I'm ready to go that direction yet, but would like to know how I do it should I get to that point. It doesn't make any since paying $10 a month for something I can't use.

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    lesfatz

    I subscribed on 8/17. It is now 8/29. I have received no confirmation of my subscription. I have not received my card. Multiple attempts to contact customer service have been ignored. I recognize that i can't use the app until i get my card, that's fine.The ONLY thing they did was charge my card. After 2 weeks, these issues should have been resolved. Tell me again how patient I should be.

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    Linda Johnson

    Me, too.  Signed up August 17.  Credit card was immediately charged.  I have not received my card.  All messages to customer support have been ignored.  Telephone number for MoviePass on my credit card bill has a voice message saying number is no longer taking calls!  Tell me again how patient I should be?

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    Susan Williams

    Same here! Signed up two weeks ago. Never received card. Finally able to log on on desktop but not on app. Says check your credentials!

    How long til the card arrives!!>?????

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    Scott Cruz

    Susan, are you using the app on an iOS device like an iPhone?

    The reason why I ask is because based on your message (it was one that I received too) you probably entered the wrong email or password.

    If you are on an iOS device and go to settings-safari-passwords-MoviePass you can click on there and check your email and password.

    In my case I had a stupid typo on the email address. This typo prevented me from logging onto the app and using MoviePass for a few days.

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    Susan Williams

    No I have an android phone. Samsung galaxy s7. Reset the password. Let's me login online from desktop but not on the app. And I don't have my card yet so the app is useless anyway !!

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    Robin Ramkissoon

    I wanted to point out, for anyone who might have made this mistake (I did initially), that there are two separate logins for the main MoviePass.com web site and for moviepass.zendesk.com (this support site) here.

    Try this link and see if you can sign in via a web browser: https://www.moviepass.com/auth/session
    If it works, the same login credentials should also work in the App.

    For what it's worth I also found out that the zendesk site forces you to use a password with a symbol. The main site and App does not yet - they are two different systems.

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    Susan Williams

    Didn't work. Also, tried the forgot my password option. Said it would email me. Never did.
    But I finally got my card today! Just can't use it since I can't get on the app

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    Andy Pinchbeck

    Got my card Thursday, couldn't get into the app. Used the reset password option and got an email within 30 seconds. Followed the link, reset and got right in. Used my card for the first time today with no issues.

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    Scott Cruz

    Susan, I hate to sound like a broken record but your issue sounds just like mine. Even when I tried to reset the password it never sent me an email. This was becuase I had a typo on the email.

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    Susan Williams

    Well I've tried and tried. No typo. Idk what to do

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    Susan Williams

    Dies anyone from Moviepass look at this questions/problems?? Is there a phone number to call??

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