MoviePass isn't letting some annual subscribers cancel who were promised a refund
Hollis Johnson/Business Insider
Hollis Johnson/Business Insider
- MoviePass started converting annual subscribers to monthly plans over the weekend, and some users were given the option to cancel and receive a refund for the remainder of their annual plans.
- Many subscribers have taken to Twitter to complain that they can't cancel their plans and receive a message that says their credentials are ineligible.
- Two users told Business Insider that MoviePass got their sign-up dates wrong: for instance, one user signed up for an annual subscription on February 24, but the email the user received said "August 24."
- Some MoviePass users who inquired about why they didn't receive an email about the changes said that MoviePass told them only select users were given the option.
Over the weekend, MoviePass sent an email to annual subscribers saying they'd be converted to the new monthly plan that the movie-theater subscription service had been slowly rolling out. Rather than being able to see one movie per day, they would only be able to see three per month.
In the email, MoviePass promised that if the annual subscribers wished to cancel, they would receive a refund for the remainder of their annual subscription.
But that process hasn't gone smoothly.
Two MoviePass annual users told Business Insider that MoviePass got their sign-up dates wrong in the email, and it could be a reason they were considered ineligible for a refund.
However, this user told Business Insider that he actually signed up on February 24, not August 24. For another user, the message said he signed up on August 4, when he actually signed up on April 4.
MoviePass said both did not have valid credentials for a refund.
One reason why that could be is if those August dates refer to last year, MoviePass' system might consider those annual subscriptions already fulfilled, and there would be no refund "for the remainder of your annual subscription." MoviePass did not respond to a request for comment.
Other users have gone on Twitter to complain that, when they tried to cancel, they got a message saying their credentials were wrong and didn't match an eligible account.
Here are a few examples:
But not all annual subscribers were even notified of the change. It seems only "select" annual MoviePass subscribers received the email about their plans being converted, and were offered a refund.
Several MoviePass users provided the following message to Business Insider that they received from MoviePass Support:
"This option was only offered to select users that received an email from MoviePass about being migrated to the 3 movies a month plan. However, I can make an exception for you. I've enabled your ability to request a prorated refund. To do so please proceed to the following website. You have until 11:59pm EDT on August 31st to process the cancelation of your account and receive your prorated refund. This offer then expires and you will be unable to request one again. Please note you will be unable to reactivate your subscription for 9 months if you cancel your account."
One subscriber who tried to cancel said she received the same message after going back and forth with MoviePass support, however MoviePass never actually let her cancel.
Business Insider has reached out for comment from MoviePass about whether all annual subscribers will eventually receive an email about their plans being converted, and whether they will all be allowed to cancel their subscription or to accept the changes by a new deadline.
@MoviePass Just got an email saying annual subscribers (like me) are now limited to 3 movies a month. It said I can cancel and get a pro rated refund if I wished. But the link for that is not accepting my login credentials.- Vishwas Venkatesh (@Vishwas_B_V) August 24, 2018
P.S my credentials are correct pic.twitter.com/c8VOkNNxxw
Just out of curiosity has any other #moviepass annual subscriber gotten their cancellation/refund to work? I still haven't and I haven't gotten a response to my dm.- Zack (@zvjones85) August 24, 2018
@MoviePass_CS refund my annual subscription immediately. The link provided in the email regarding a prorated refund indicates that my account is not eligible to cancel. ALSO my terms of service still indicates I can view one movie per day which is no longer true. See u in COURT ! pic.twitter.com/W0PcokgK5i- Caleigh's Tomatoes (@calbridgewoman) August 25, 2018
I try to cancel this bullshit @MoviePass and get my refund, but when I do, they say my account isn't eligible. Really? You send me an email saying I could but when I try I can't? Let me guess, I won't get any help until after the deadline passes (8/31/18) Scam artist! pic.twitter.com/zMVzJTUyW1- REMii The XIII (@REMiiTheXIII) August 25, 2018
.@mitch__lowe @MoviePass @MoviePass_CS is not responding to me anymore and neither is the app customer support. I have been unable to log into my account online all week and cancel my subscription to get my refund, and I only have until the 31st that I can do this. Please respond- Stephen (@mtcorona) August 26, 2018
Surprise. @moviepass changes TOS again. This time, allowing annual memberships to cancel with prorated refunds. Except, it doesn't let me log in. So once again, I need to contact support.- Annie (@girrl) August 24, 2018
Support: "We're able to cancel but a refund is not possible..."
orly #moviepass. pic.twitter.com/3pHrwLKVwb
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