MoviePass subscribers may need help with a recurring charge, cancellation request, missing credits, app error, failed ticket purchase, virtual card, physical card, refund request, account login, theater availability, or unresolved customer-service complaint.

MoviePass does not currently publish a general customer-service phone number. Support is primarily provided through the MoviePass app, email, online Help Center, and official social channels.

Use the information below to contact MoviePass, cancel or pause a subscription, resolve billing and credit problems, troubleshoot a ticket purchase, and escalate an unresolved complaint.

How to Contact MoviePass Customer Service

MoviePass Customer Service Phone Number: MoviePass does not currently publish a general customer-service phone number.
Support Email: support@moviepass.com
In-App Chat: Open the MoviePass app, select Account, and then choose Help.
Staffed Support Hours: 11:30 a.m. to 10:30 p.m. Eastern time, seven days a week

MoviePass Help Center: Visit the MoviePass Help Center
MoviePass Account and App: Open MoviePass
Plans and Support Information: View MoviePass Plans
Frequently Asked Questions: View MoviePass FAQs
Corporate Address: MoviePass, 160 Varick Street, Floor 3, New York, NY 10013
Legal Company: MoviOne, Inc., doing business as MoviePass
Official Website: MoviePass.com

Important: The Help Center can be viewed at any time, but that does not mean a live support agent is available 24 hours a day. MoviePass currently lists staffed chat, email, and social-media support from 11:30 a.m. to 10:30 p.m. Eastern time.

Best MoviePass Support Route by Issue

Cancel a monthly subscription: Use the Subscription section of the MoviePass app. Email support if the cancellation option is missing or does not work.

Pause a monthly subscription: Use the pause option under Account and Subscription in the app.
Unexpected subscription charge: Check the billing date and cancellation status, then contact MoviePass support with the charge date and amount.
Unauthorized charge: Contact MoviePass and the card issuer promptly.
Missing credits: Check the account’s billing history, credit balance, plan level, and rollover limit before contacting support.

Ticket could not be purchased: Save the movie, theater, showtime, required credits, error message, and screenshots.
Virtual card declined: Confirm that the card was unlocked for the correct theater, movie, showtime, and purchase method.
Physical card lost or not received: Email support@moviepass.com or contact an agent through the app.

Theater charged the wrong amount: Keep the theater receipt and contact both MoviePass and the theater when appropriate.
App login or technical problem: Update the app, reset the password, restart the device, and contact in-app support if the issue continues.
Gift subscription problem: Keep the purchase confirmation and gift code and contact MoviePass support.

Refund request: Contact MoviePass promptly and identify whether the request concerns a subscription charge, ticket purchase, or credits.

How to Contact MoviePass Through the App

MoviePass directs subscribers to its mobile app for most account and customer-service issues.

Open the MoviePass app.
Sign in to the affected account.
Select the Account icon.
Choose Help.
Select the topic that most closely matches the problem.
Start a chat with a support agent when the option is available.

The Account section can also be used to review the credit balance, current reservations, subscription plan, payment method, and other account settings.

Does MoviePass Have a Customer Service Phone Number?

MoviePass does not currently publish a general customer-service phone number on its official contact, plan, support, FAQ, or subscription pages.

Use:

The MoviePass app and in-app chat
support@moviepass.com
The official MoviePass Help Center
MoviePass’s verified social-media accounts

Scam warning: Be cautious with third-party websites that advertise an unofficial MoviePass phone number. A fake representative may ask for remote access, a gift-card payment, cryptocurrency, a complete payment-card number, or a MoviePass login code.

MoviePass support should not require payment through gift cards, wire transfers, cryptocurrency, or an unrelated payment app to correct an account problem.

How to Cancel a MoviePass Subscription

MoviePass allows subscribers to cancel through the mobile app.

Open the MoviePass app.
Select the Account icon.
Select Subscription.
Scroll to the cancellation option.
Select Cancel.
Complete all confirmation steps.
Save a screenshot or confirmation email showing the cancellation date.

MoviePass’s subscription terms also state that members may contact support@moviepass.com regarding cancellation.

When Does a MoviePass Cancellation Take Effect?

A cancellation normally becomes effective at the end of the current billing cycle. The account generally remains active until the next scheduled billing date, and remaining credits may be used until then.

Once the billing cycle ends, unused credits, rewards, and offers expire and are not normally refundable or redeemable for cash.

What to Keep After Canceling

The cancellation confirmation
A screenshot of the canceled status
The date and time of the request
The next billing date shown in the app
Copies of support chats and emails
The final credit balance

Do not rely only on deleting the MoviePass app or removing a payment card from a mobile wallet. Deleting an app does not necessarily cancel the underlying subscription.

How to Pause a MoviePass Subscription

Eligible monthly subscribers may be able to pause their subscription through the app instead of canceling it.

Open the MoviePass app.
Select Account.
Select Subscription.
Choose the pause option.
Review the effective dates before confirming.

MoviePass currently states that a monthly account can be paused for up to two months and that the pause option may be used twice per year. Available credits may still be used while the account is paused.

Annual plans cannot generally be paused. Review the specific plan terms shown in the app before purchasing or changing a plan.

MoviePass Billing and Automatic Renewal

MoviePass subscriptions are billed automatically to the credit or debit card associated with the account. Monthly charges continue until the subscription is canceled according to MoviePass’s cancellation procedures.

Before contacting support about billing, collect:

The email address associated with the account
The subscription plan
The billing date
The charged amount
The last four digits of the payment card
The date cancellation was requested, when applicable
The confirmation or support case number
A screenshot of the subscription status

Do not send a complete card number, card security code, password, or authentication code through ordinary email or a public review.

Failed MoviePass Payments

If a subscription payment is declined, MoviePass may display a notice in the app asking the subscriber to update or retry the payment method.

MoviePass may attempt to resubmit a failed payment. If payment continues to fail, the company may terminate the subscription and expire the credits associated with the plan.

Update the payment method promptly if continued service and existing credits are important.

Unexpected or Unauthorized MoviePass Charges

An unfamiliar MoviePass charge may be connected to:

A monthly subscription renewal
An annual-plan renewal
A promotional trial that converted to paid service
An additional credit purchase
A gift subscription
A second account using a different email address
A family member or authorized card user
A subscription that was not completely canceled

How to Investigate the Charge

Check every email address that may have been used for MoviePass.

Search email for MoviePass receipts and renewal notices.
Review the subscription and billing section of the app.
Ask authorized payment-card users about the charge.
Compare the transaction date with the account’s billing date.
Contact MoviePass through the app or support email.
Ask MoviePass to identify the account connected to the transaction without sending a complete card number by email.

If a fully posted charge is unauthorized or MoviePass does not correct a documented billing error, contact the payment-card issuer before its dispute deadline expires.

For additional steps, see how to investigate an unfamiliar bank or credit-card charge.

MoviePass Promotional Trials

Some MoviePass accounts may begin with a free or discounted promotional period. The duration, price, eligibility rules, and renewal terms depend on the offer accepted during enrollment.

A payment method may be collected when the trial begins. Unless the promotion states otherwise, the account may convert to a paid subscription after the trial ends and continue renewing until canceled.

MoviePass states that a separate reminder may not always be sent immediately before a trial converts to paid service. Check the app for:

The promotional-trial end date
The regular subscription price
The first scheduled paid billing date
The cancellation instructions

Cancel before the stated deadline when the customer does not want the subscription to renew.

MoviePass Refund Policy

MoviePass’s current terms generally treat monthly subscription charges as final and non-refundable. The policy also states that partial subscription refunds are not normally provided.

Other refund requests may be reviewed at MoviePass’s discretion or when required by law.

Subscription Refund Requests

When requesting a subscription refund, include:

The account email address
The charge date and amount
The subscription plan
The reason for the request
The cancellation date, if applicable
Supporting screenshots or confirmation messages
The resolution requested

Annual plans may have stricter refund and plan-change restrictions. Review the terms presented at purchase before completing an annual subscription.

Movie Ticket Refunds

MoviePass states that movie-ticket refunds or exchanges may be available only in limited circumstances and at its discretion.

An approved ticket refund generally returns the number of MoviePass credits used for the ticket to the subscriber’s account. It does not normally provide a cash refund, theater gift card, or gift certificate.

If a theater canceled the showing or issued a theater-level refund, keep documentation from the theater and contact MoviePass so the related credits can be reviewed.

How MoviePass Credits Work

MoviePass uses credits rather than promising a fixed number of movies under every plan. The credits required for a showing can vary based on factors such as:

The theater
The location
The movie
The showtime
The day of the week
Demand and popularity
Whether the ticket is purchased online
Applicable service or convenience fees

Plan prices and monthly credit amounts may also vary by location.

Do MoviePass Credits Roll Over?

Unused credits can roll over, but the account generally cannot hold more than two times the plan’s normal monthly credit amount.

For example, an account receiving 34 credits per month may generally hold no more than 68 credits. Credits from the earlier month expire as the account moves into the next credit period.

MoviePass credits:

Are associated with the subscriber’s account
Are not normally redeemable for cash
Are not ordinary gift cards
May expire when the subscription ends
May expire after failed payment or account termination
Are subject to the current plan and program terms

Missing or Incorrect MoviePass Credits

Before contacting support about missing credits:

Confirm the account’s monthly credit date.
Check whether a recent payment succeeded.
Review current and canceled reservations.
Check whether credits reached the two-times rollover maximum.
Look for a ticket purchase or online service fee that used additional credits.

Restart and update the MoviePass app.
Take screenshots of the displayed balance.

When contacting support, provide the expected credit amount, displayed balance, billing date, plan level, relevant reservations, and screenshots.

MoviePass Ticket Purchase Problems

The correct troubleshooting steps depend on whether the theater is listed as an eTicket location or a card location.

MoviePass eTicket Theaters

At a participating eTicket theater, the ticket and available seat may be reserved directly through the MoviePass app. The customer then uses the confirmation provided by MoviePass at the theater.

For an eTicket problem, record:

The theater
The movie title
The showtime
The selected seat
The credits deducted
The confirmation number
The error message

MoviePass Card Theaters

At a card theater, the subscriber generally selects the movie and showtime in the app and unlocks the MoviePass card for a limited purchase period.

The customer must use the card for the selected showing within the permitted time. Using the card for another theater, movie, date, showtime, ticket type, or purchase amount may cause the transaction to be declined.

Online Movie Ticket Purchases

When MoviePass allows an online purchase, the customer may need to:

Select the movie, theater, and showtime in MoviePass.
Choose the online purchase option.
Unlock the MoviePass virtual card.
Complete the purchase through the theater website or supported ticketing service within the permitted time.
Use the virtual card information displayed in the MoviePass app.

Online ticketing platforms and theaters commonly charge convenience or service fees. MoviePass may deduct additional credits to cover those fees.

MoviePass Virtual Card Help

Newer subscribers are generally issued a virtual MoviePass Mastercard that appears in the app. The virtual card may be used for eligible ticket purchases after the subscriber completes the required MoviePass reservation or unlock process.

If the virtual card is declined:

Confirm the correct movie and showtime were selected.
Check whether the reservation expired.
Confirm that enough credits are available.
Verify whether the app specified an online or at-theater purchase.
Check whether the purchase amount includes an unexpected service fee.

Make sure only one eligible movie ticket is being purchased.
Take a screenshot of the error before retrying.
Contact in-app support while the showtime information is still current.

Security warning: Do not post the virtual MoviePass card number, expiration date, security code, or a screenshot showing the card details in a public review.

MoviePass Physical Card Help

Subscribers who want a physical MoviePass card may request one by contacting support@moviepass.com. Additional fees may apply.

MoviePass states that a customer may use either a virtual card or a physical card. Activating a physical card may deactivate the virtual card associated with the account.

For a card that is lost, stolen, damaged, or never received:

Contact MoviePass through the app or support email.
Confirm the mailing address on the account.
Do not publish the card number.
Ask whether the missing card has been disabled.
Request replacement instructions and any applicable fee information.

MoviePass App and Login Problems

MoviePass depends heavily on the mobile app. App problems can prevent customers from viewing credits, selecting a theater, reserving a movie, unlocking the card, managing payment information, or contacting support.

Basic Troubleshooting

Confirm the device has a working internet connection.
Update the MoviePass app through the Apple App Store or Google Play.
Close and reopen the app.
Restart the mobile device.
Sign out and sign back in.
Use the password-reset option when necessary.
Confirm that location access is enabled when required.
Check that the device date and time are correct.
Take screenshots of persistent errors.

Include the device type, operating-system version, MoviePass app version, error message, time of the error, and affected theater or reservation when contacting support.

MoviePass Theater Availability

MoviePass says its network includes more than 4,000 theaters in the United States. Availability can vary by theater, location, ticket type, showtime, and purchase method.

Use the official MoviePass theater finder before subscribing or traveling to a specific theater.

If a theater is not displayed:

Confirm the correct ZIP code or location.
Search by both theater name and address.
Check for nearby theaters.
Ask MoviePass whether the location can be added.

Adding a theater may take time and is not guaranteed.

Should You Contact MoviePass or the Theater?

MoviePass and the theater handle different parts of a transaction.

Contact MoviePass For:

Subscription billing
Cancellation or pausing
MoviePass credits
The MoviePass app
Virtual or physical MoviePass cards
MoviePass reservations
Account login and payment-method updates
MoviePass gift subscriptions

Contact the Theater For:

Theater closure
A canceled or delayed showing
Seat problems
Projection or sound problems
Theater accessibility
Concessions
Employee conduct at the theater
A receipt issued directly by the theater

Some problems require contacting both organizations. For example, the theater may confirm that a showing was canceled, while MoviePass must determine whether the credits should be restored.

MoviePass Gift Subscription Support

MoviePass offers gift subscriptions that can be purchased through its app. The recipient generally receives an email containing a promotional or redemption code.

For a gift problem, keep:

The purchaser’s receipt
The recipient’s email address
The purchase date and amount
The gift-notification email
The redemption error
Screenshots of the affected account

Gift-code warning: Do not post the complete gift or promotional code publicly. Someone else may attempt to redeem it.

MoviePass Privacy and Account Deletion Requests

MoviePass subscribers can contact the company through app chat or support@moviepass.com</a regarding privacy questions, information associated with the account, or a data-deletion request.

Canceling a paid subscription and requesting deletion of personal information are separate actions. Cancel the subscription first when the goal is to stop future billing.

Before requesting account deletion:

Save billing and cancellation records.
Use any credits that will otherwise expire.
Confirm that the subscription is canceled.
Download or preserve records needed for a pending dispute.

How to Escalate an Unresolved MoviePass Complaint

Use in-app support. Contact MoviePass from the affected account whenever possible.
Explain the issue clearly. Include the subscription plan, billing date, theater, movie, showtime, credits, error, and requested resolution.
Save the conversation. Take screenshots and retain emails.
Request a case or ticket number. Use the same reference in later messages.

Email support. Send a concise follow-up to support@moviepass.com.
Ask for supervisory review. Explain why the first answer did not resolve the documented problem.
Contact the theater when relevant. Obtain confirmation of a canceled showing, ticket error, or theater-level refund.
Contact the payment provider when necessary. Report an unauthorized charge or documented cancellation that was not honored before the dispute deadline.

Use an appropriate consumer agency. A state consumer-protection office or another applicable organization may be appropriate for a serious unresolved billing complaint.

MoviePass Corporate Office and Ownership

Brand: MoviePass
Current Legal Entity: MoviOne, Inc.
Chief Executive Officer: Stacy Spikes
Corporate Address: 160 Varick Street, Floor 3, New York, NY 10013
Customer Support Email: support@moviepass.com
Official Website: MoviePass.com

MoviePass was previously associated with Helios and Matheson Analytics before the original service ceased operating. Current MoviePass subscription terms identify MoviOne, Inc. as the company operating the relaunched service.

The corporate address is not a substitute for app support and is not presented by MoviePass as a walk-in customer-service center. Start with the app or support email for subscription, ticket, credit, payment, or card issues.

About MoviePass

MoviePass is a subscription service that allows eligible members to use monthly credits toward movie tickets at participating theaters in the United States.

The credits required for a ticket can vary by theater, location, movie, day, time, demand, and purchase method. MoviePass offers both eTicket and card-based purchasing options depending on the theater.

Current subscription terms generally limit membership to United States residents who are at least 18 years old. Plans, prices, credit amounts, offers, and availability can vary by location and may change.

MoviePass Customer Service Reviews and Complaints

MoviePass currently has 0 customer reviews on this CustomerServiceNumbers.com listing and therefore does not yet have a meaningful customer rating or established review themes.

As reviews are submitted, customers may choose to discuss experiences involving:

Subscription billing
Cancellation or pausing
Refund requests
Missing or expired credits
Ticket reservations
Virtual or physical cards
App errors
Theater availability
Support response times
Complaint resolution

These are possible review topics, not claims about existing MoviePass reviews on this page.

Related Entertainment Subscription Customer Service Pages

MoviePass Frequently Asked Questions

What is the MoviePass customer-service phone number?

MoviePass does not currently publish a general customer-service phone number. Contact support through the MoviePass app or email support@moviepass.com.

What are MoviePass customer-service hours?

MoviePass currently lists staffed app-chat, email, and social support from 11:30 a.m. to 10:30 p.m. Eastern time. An official support article states that agents are available seven days a week.

Is MoviePass support available 24 hours a day?

The online Help Center can be viewed at any time, but MoviePass does not currently state that live agents are available 24/7.

How do I cancel MoviePass?

Open the MoviePass app, select Account, choose Subscription, and use the cancellation option at the bottom of the page. Save the cancellation confirmation.

Can I cancel MoviePass by email?

MoviePass’s subscription terms state that subscribers may also contact support@moviepass.com</a regarding cancellation.

Can I pause MoviePass instead of canceling?

Eligible monthly plans can generally be paused for up to two months. MoviePass says the pause option can be used twice per year. Annual plans cannot generally be paused.

Can I get a refund from MoviePass?

Monthly subscription charges are generally final and non-refundable, and partial subscription refunds are not normally provided. Other requests may be reviewed at MoviePass’s discretion or as required by law.

What happens to my credits after I cancel?

The account normally remains active until the end of the current billing cycle. Remaining credits can generally be used until that date and then expire.

Do unused MoviePass credits roll over?

Yes, but the account generally cannot accumulate more than two times the normal monthly credit amount. Earlier credits expire as the account moves beyond the permitted rollover period.

Why did a movie require more credits than expected?

Credit requirements can vary by theater, movie, date, time, location, popularity, purchase method, and service fees.

Why did MoviePass charge extra credits for an online ticket?

Theater websites and ticketing platforms may charge online convenience or service fees. MoviePass may deduct additional credits to cover those charges.

How do I report a lost MoviePass card?

Contact MoviePass through the app or at support@moviepass.com. Do not post the card information publicly.

Where is MoviePass located?

MoviePass currently publishes the address 160 Varick Street, Floor 3, New York, New York 10013.

Who operates MoviePass?

Current MoviePass subscription terms identify MoviOne, Inc., a Delaware corporation, as the legal entity operating the service.

Page Update Note

This MoviePass customer-service page was reviewed and updated on July 21, 2026. The update corrected MoviePass’s support hours and address and added current information about app chat, email support, cancellation, pausing, recurring billing, refunds, credits, ticket purchases, virtual and physical cards, account security, corporate ownership, complaint escalation, and the current CSN review status.

Why Trust CustomerServiceNumbers.com?

CustomerServiceNumbers.com has helped consumers locate customer-support information and share real customer-service experiences since 2004.

We independently organize official support routes, common customer problems, company policies, complaint options, and practical steps consumers can take before contacting a business.

For MoviePass, this includes distinguishing between the subscription provider, movie theater, ticketing service, app marketplace, and payment-card issuer so customers can contact the organization most likely to resolve the problem.

Customer reviews may be moderated for spam, profanity, payment information, account credentials, personal information, and unrelated content while preserving the reviewer’s original meaning.

Share Your MoviePass Experience

Have you contacted MoviePass about a recurring charge, cancellation, pause request, credit balance, ticket purchase, card decline, theater problem, app error, refund, gift subscription, or account-access issue?

Leave a rating and review below. Include the type of plan, support method used, general issue, response time, requested resolution, and whether the problem was resolved.

Privacy warning: Do not post your MoviePass password, complete payment-card number, MoviePass virtual-card details, security code, authentication code, gift code, ticket barcode, complete home address, date of birth, or unredacted billing records.

Customer Service Numbers Disclaimer

CustomerServiceNumbers.com is an independent consumer website and is not affiliated with MoviePass, MoviOne, Inc., Stacy Spikes, Mastercard, any movie theater, ticketing platform, app marketplace, bank, card issuer, or related company.

MoviePass does not provide customer support through this website. Contact MoviePass directly through its app, official support email, or Help Center for subscription, billing, credit, ticket, card, refund, account, or privacy assistance.

Policies, prices, credit requirements, theater availability, support hours, and program terms may change. Review the current information presented in the MoviePass app and official terms before purchasing, canceling, pausing, or relying on a particular benefit.

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MoviePass Customer Service: Billing, Cancellation, Credits and App Help