MoviePass subscribers are complaining they can't cancel the service, but there's a simple solution

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MoviePass subscribers are complaining they can't cancel the service, but there's a simple solution

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  • Many MoviePass subscribers are complaining they can't cancel their subscriptions because the cancel button on the app isn't working.
  • But there's a simple solution they may not be considering.
  • Many subscribers aren't choosing from an option in the "Reason for cancellation" drop-down menu. Instead, they think they only have to write in the text box their reason, but that's optional.
  • The drop-down menu is required in order to cancel.

 

Movie-theater subscription service MoviePass can't catch a break, and it just made some significant changes to try and bounce back. But many subscribers are either hovering their finger over the cancel button or have already hit it.

But hitting that button hasn't worked for some.

Dozens of subscribers have taken to Twitter to complain that the cancel button "isn't working" on the MoviePass app. But their troubles may boil down to a simple misunderstanding. Some complain the app crashes when they try to hit the cancel button, and I can't help with that. But for many others, there is an easy solution.

In almost all of the instances I've seen on Twitter where people are complaining they can't cancel, there was a common theme: they couldn't press the button, even if they wrote in the provided box why they were leaving the service for good. 

But writing is the box is actually optional. Users don't have to write anything. But they do have to select from the drop-down menu above that text box why they are canceling, based on the provided options.

Some people who posted screenshots on Twitter along with their complaints  had written in the box, but had not selected an option from the drop-down menu. That's a required field, and when users try to hit the cancel button, they get a warning if they haven't chosen an option from that menu yet.

For clarification: To cancel MoviePass, hit the account button on the home screen; then choose "Account Details"; then go to "Plan & Billing Info"; next to where it says what your monthly plan is, there will be a "Cancel" button; hit that and you will be brought to the "Cancel Subscription" page; here, you must click the "Reason for cancellation" drop-down menu and select from the given options; then you can choose to write a reason or not, it's up to you; and then you can finally press that "Cancel Subscription" button on the bottom.

If you've tried these steps and still can't canel your MoviePass subscription, email the author at tclark@businessinsider.com with the steps you're taking and what happens.

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