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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 have received an unprecedented volume of traffic. In recent weeks, we’ve received hundreds of thousands of emails and tens of thousands of chats through our customer service channels. Though we increased our staff in anticipation of the new plan, the response has been overwhelming. In an effort to address all of your questions, we’ve tripled the size of our team, which is working to respond to everyone as quickly as possible.

Due to heavy traffic, our card processing facility has increased manpower to accommodate the high demand. After hiring more employees and lengthening their service hours, they have drastically increased the number of cards shipped on a weekly basis. In the hopes of delivering your card as close to your sign-up date as possible, cards are created in batches on a first-come, first-served basis. Recently, the manufacturing queue was shuffled, so some of the cards have been delivered out of order. While we work to ensure that processing is fulfilled according to your registration date, some of our more recent sign-ups may receive their cards before some of our earlier sign-ups. There is currently a 2-3 week delay in card delivery. As an added measure, we’ve opened another fulfillment center that will double our weekly output.

Although you were billed for your first month of service upon registration, your membership does not begin until you receive your card and activate it in the app, and you will not be billed the second installment until a month after activation.

If you would like to use the service immediately, feel free to check our app for e-ticketing theaters, which allow you to retrieve your same day ticket, without the MoviePass card. These locations are identified by a red ticket icon next to each theater’s name. Participating theaters are Goodrich Quality Theaters, Studio Movie Grill, and MJR Theatres. Once you reserve your e-ticket at one of these locations, your first month of service will begin regardless of whether you’ve received your card.

For your convenience, we’ve included a few 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. Though several unauthorized sites were created to provide a list of supported theaters, only moviepass.com can provide accurate results.

Thank you for your patience. We’ll continue to send updates on a weekly basis.

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

FAQ’s: https://moviepass.zendesk.com/hc/en-us

Thank you,
The MoviePass Team

195 thoughts on ““Where’s My Card?” – An Update Leave a comment

  1. activated my card when trying to find out if my theaters were E-ticket or not so I guess no refund? even though I ordered and have yet to receive either of the two cards I ordered on August 17th…

  2. That still doesn’t seem to answer the issue that a lot of people (like me) aren’t even able to log in to the mobile app. I still haven’t heard back from anybody even after repeated attempts of contact through every means available

    • I’m not sure if this helps at all but I FINALLY got a reply back on a Twitter DM saying they didn’t have my email on file even though I swear it went through and signed me up. I think on the launch day, servers were obviously highly stressed, and I’m *guessing* there were server hiccups and some sign ups didn’t actually complete even though they might have said they did. I made a new account last week and everything has been smooth/fine now.

      It won’t let you sign up with the same email so try using that one to make a new account now that server load has calmed down! 🙂

      • I order my card on 8/29 and my husband ordered on 9/7. I emailed about not receiving the card and no response, only a blanket email to everyone stating cards would be received in 2 to 3 wks. My bank called the number for billing of movie pass and it was out of service! Needless to say the charges have been disputed!

  3. I have written several times!! You double billed me and I received TWO cards… I only want one account!! Have activated one card!! Please correct the billing!!! HELP!!

      • What scares me is it showing as mailed for over 2 weeks and no card arrived.

        Here what i can see happening.

        1. It will be here today. I thought this for 1.5 weeks now. Rush home to check mail to be disappointed by bit getting.

        2. It got lost or stolen in the mail.

        3. During their system glitch which allowed people who signed up weeks after me to get their card before me. It never got created and mailed. The System shows it as being mailed so they are not even creating and mailing me a card. So i am waiting weeks and a card will never come.

        Its been 2 weeks since i first contacted them. No response. So how do i find out why my card shows as being shipped for 2 weeks yet its not here yet.

        What fraustrating is not hearing anyrging from them.

          • In the Moviepass app click on Profile and thhen click on Moviepass card. Mine has a experation of date of 8/2024 and says card shipped.

            Typically experation dates are set x number of years from when ut was created.

        • 100% this. It’s been 3 weeks now since it was listed as ‘shipped’ in the app. People who signed up before and after me have gotten their cards. I’ve contacted email support, twitter, chat support, all with no response. No way to get in contact with anyone. I have no clue what to do next. I’ve considered cancelling and signing back up.

          • Ive thought of doing that to. Or possibly signing up avain with a new email and cc and see whi h i get 1st. But not wanting to do that. But i dont know what to do.

            As are they aware that ive not received a cardceven though its shows as shipping 3+ weeks asgo.

  4. “While we work to ensure that processing is fulfilled according to your registration date, some of our more recent sign-ups may receive their cards before some of our earlier sign-ups.” This makes no sense. Why would you continue to produce new orders when thousands who signed up on August 15 / 16 / 17 haven’t received theirs. If you’re truly trying to “ensure processing is fulfilled according to [our] registration date,” then you should pause production until the early sign-ups are fulfilled. It just keeps moving further and further away from our registration date. What compensation will you provide to early sign-ups for screwing us over?

    • Continuing to try to get cards out to as many people as possible is far better then stopping production and causing delays for everybody.

    • I couldn’t agree more. I signed up on the 16th and was promised a card in 7 working days, before Sept 6, then the 10th, then 2-3 weeks and now 5 weeks. All the while they sign up thousands more to cut in front of the line.

      • It’s called screwing over the fewest people. They make people that signed up after us happy. They already screwed us over so doesn’t matter if they keep screwing us over. The deal is so good i don’t really care as long as it last a few months.

  5. I’ve been a customer for YEARS. I don’t need a card delivered. I need my account charged and activated. Customer service used to rock. Now I’ve been waiting for almost a month to use my card, and I can’t. I have sent at least TEN requests to customer service to active the card that I already have. I keep getting ignored, and I just want to be able to go to the theater and watch IT!!

  6. I ordered mine on August 16th. So in 3 days a month. Ive written 3 times, no response. Thiscwill go down as the worst product launch in history

    I wonder if they can recover feom it.

  7. They tripled staff bu going from 9 to 35 employees I read today on bloomberg. Great job, way to really staff up to keep up with the chaos. These guys are idiots!

  8. was I supposed to receive a confirmation email? I never did. all that happened so far is the charge on my credit card and I cannot even log on to the app as I have no info.

  9. I’ve been double-billed for the month of August. No response to my emails and ticket submissions. I’ve now disputed the charge with my credit card company. MoviePass used to have such a great telephone customer service line and now, not only does the outgoing message make no sense (what’s ‘abstract feature’?) and there is no one to answer the call. So frustrating! MP has ‘ramped up’ the customer service team to 35??? WTH? How about 135? That number might be able to make an impact in dealing with all these issues.

    • Same idea. I signed up on Aug 16 and sent Movie Pass emails, Twitter requests AND comments on their application on my card. Yet have not received this card. My whole family has although. Please help!

  10. “2 to 3 weeks delay” is meaningless without a reference point. For those of us who ordered 8/15-8/16, does that mean 2 to 3 weeks beyond the original 5 to 7 days time frame. Or 2 to 3 weeks beyond the 2nd delayed time frame you promised (delivery before 9/6). Or 2 to 3 weeks from now??

  11. I know many of you are waiting for your cards and have been billed. PLEASE remember your first month does not begin until you receive your card. I am sincerely sorry for the wait. For those of you who have received your card but are having problems getting started please forgive us for not responding to your need for help. We will get to you and again your first month will not start until your card is activated. For those of you who ordered on the 15th and 16th of August and see people who ordered after you have gotten their cards I am sorry we got a big group of first and second day signups out of order. Next week we double the number of new cards shipping each week and we will get caught up soon. Again I am sorry.
    Mitch
    ceo

    • Hang in there, Mitch. People are savages. Napster went ham on the music industry– and ultimately lost, but the industry has never been the same. Moviepass is going ham on the movie industry, but in a much cleaner and more defensible manner. Here in a few days I will have waited a month for my card to arrive, but I’m not tripping. People complaining so much don’t see the bigger picture.

    • Mitch, I’m trying to understand my situation in light of this blog post. Can you help me understand? I signed up on Aug 21 and my wife on Aug 22. My wife’s cards came last Tuesday the 5th and mine still hasn’t come. I’m dumbfounded. This was a plan for date night and now we are stuck until the other card comes. I’m confused as to where I fall in the above distribution situation. If you need account information please let me know and I’ll send it. It is also under the same email used to post this in case you can see it.

      • You don’t need to be “stuck” for date night, just have your wife use hers and you just pay for your movie…it’s really not that hard and this doesn’t need to uproot your entire life for the love of god. When your card comes, you’ll be able to use both cards together as stated in the life handbook. 🙄

    • I received and used my card on September 9th but my next billing date is October 1st. Reached out many times through different methods to get this corrected. Since first month doesn’t start until I received my card this should be an easy fix. I’m not even mad that I’ve had no response I just want it corrected.

    • Hello Mitch, this is definitely not the right way to run your business. Promises and Promises ..but no results. You excuses are worthless and unreliable. You have took my money on August 17th and promised my card in seven days. It is day 34 and no card. You have no customer service or a contact phone number, but yet you have taken all this money and left everybody hanging.

      Disappointed and disgusted.

  12. Absolutely worst product launch. I ordered on 15th and wife on 16th but we still haven’t received our cards. This will go downhill. Oh its already so downhill there is no where further down to go.

  13. I signed up on August 15th and got my card on September 9th and saw my first movie. However you have my billing date as 10-01-17. No billing date was listed until I activated my card. Since my first month wasn’t supposed to start until I received my card my date should be different. I’ve used app chat feature, email and twitter to ask it to be changed. It still hasn’t. I’m hoping it gets fixed before I’m charged earlier then necessary.

  14. Hi I signed up on 15/16 August and have not received the card yet. I see the last four digits of the card on the app and the next billing date of 1 October. Even though you say that card is not required for theatres with etickets, I have not managed to claim a single ticket yet. Either the information on the theatres disappear from the screen or I frequently get a message “your card is not registered”. Does it mean that I cannot get any movie tickets until I receive the card.

    • I got the ‘not registered’ error until I logged out of the app, quit, then restarted the app. Transaction went right through then.

  15. 1. What is meant by ‘activate the card’? How is that done? By using it? No instructions in the envelope in which the card was sent, and the word ‘activate’ is nowhere to be found in the app.
    2. The schedule for my nearest theater is not available in the app, and the app says to ‘call customer service’ (emphasis on ‘call’). What’s the number to call?
    3. On a related note, the phone number on the back of the card leads to a recording instructing me to use the app to contact customer service for help, then hangs up. Problem is that you’re responding to neither chats not emails. How do I report a lost or stolen card? What if there’s a problem when I’m at the theater? Also, see #2 above.

  16. I signed up Tuesday August 22, two weeks later Sept. 5 I received my card. Went to two movies Sat the 9th, Sunday the 10. Allow a couple minutes once you “Check IN” for the Kiosk to accept your card.

  17. I signed up on Aug.17
    Have not received my card and was told 2 wks ago I would receive between Sept.6-10. Still no card.. I am a senior citizen and this was so exciting to me to think I could see more then one movie a month because they are so expensive. Now I have no card and my cc is charged for something I don’t have. When I read people that signed up after me have already got their card it is really upsetting.

  18. My account billing date is not accurate. If it is not fixed, I will be disputing the charge. On a positive not the card did arrive from the 15th.

  19. I’ve got a different issue and have tried to make myself heard.

    1. I ordered 1 card on August 15th
    2. 4 cards came in the mail a week or so later. I was charged 4 times.
    3. I contacted support right away through the app. Did not hear back at all.
    4. I contacted @moviepass and @moviepass_CS on Aug 28th and did not hear back.
    5. I tweeted @mitch__lowe and actually received a response from him who thought I was joking, and then never responded.
    6. @moviepass_CS finally contacted me, told me to DM them my email address, and then didn’t follow me so I could not DM them.

    Seriously, what the hell is wrong with you.

  20. So they dont respond to emails or app chat stuff. Then they send you canned responses that do not answer your questions.

    So what is their customer service doing if they are not responding to calls or emails or chat messages. Seems they are doing things to increase their email complaints and volmue of traffic.

    Very sad to read people who signed up 10 days after me receicong their cards days ago and yet i cannot even get a response to my inquries.

    Perhaps they truely do not know what been fulfilled and what not fufilled yet.

    I with many other wonders what meant by the 2 to 3.week delay. Is that from when i signed up? Is that from the when they said i get it by the 6th or the 10th?

    Why does it say my card been shipped for 10 days now. And ive not received it.

    Does that mean its lost? Does that mean it was stolen? Perhaps its being mailed by actual snails? Perhaps it means they thought they fufilled it and mailed it but in reality it was never fufilled.

    If this outfit had actual customer service they look up the status of my membership and card, respond with an actual status instead of a canned response.

    I mean if i get it tomorrow or next month, does not matter unless they start billing me for it again before i get it. What really matters is knowing when ill get it and actually getting it on that day.

    Perhaps they should freeze allowing new accounts to be created until they get the back log cleared. I mean on know planet is it acceptable that people get their cards weeks before someone that signed up two weeks bvefore them.

    Like i said what your customer service doing? All i get is canned replies. You can automate that and i would not need to wait days to get a canned response.

  21. Still trying to reach out on every media platform. Signed up on the first week and still did not get my card. My wife and 5 others whom all signed after I did got there cards after a week but not I!!

    Please reply!

  22. The MoviePass account spewing all the vitriol is fake – some 400-pound zut-faced punk sitting on the edge of his twin bed.

  23. SCREW. MOVIEPASS! I signed up right away almost immediately after the new pricing plan was announced and you shipped NEW CUSTOMER cards before the people who signed up right away? And then you admit it? We’re going on 4+ weeks without my card and I haven’t seen a movie in the theater since this was announced because I was holding out for my card that never arrived and missing many opportunities to go to the movie with my girlfriend. I sent MANY emails and chats that wen’t unanswered. I’m sorry MoviePass but we do not accept your PR “apology”. I hope you fall in a bear cave and die.

    • I check my mailbox EVERY. FUCKING. DAY. and am countlessly disappointed EVERY TIME! I understand why AMC says your model is not sustainable and they don’t want customers to “feel disappointed”. At first I was on MoviePass’ side like how could they ever disappoint their fan-base? OH HOW RIGHT AMC WAS. This honestly just sounded like a great offer. You never advertised that you would COMPLETELY IGNORE ALL of your customers who were excited for this and then completely skip the “first come first serve” model by directly shipping out cards to people who literally just signed up while our old orders in the queue are completely ignored! Holy crap I hope you never recover. MoviePass is a SCAM and I will be telling my bank to reverse the charge on my credit card. False promises, lies, complete lack of customer service and morals. I already know what you’re thinking “okay well just this one guy is really crazy writing long rang comments and using profanity, clearly he’s crazy.” but read ALL the OTHER comments. I am hardly the only person who feels this way and it’s a damn shame MoviePass. You really had the chance to have a HUGE launch! I was just the other day reading on news sites “MoviePass fails to deliver on it’s promises” and of course the legal issues with AMC. GET IT TOGETHER MoviePass. How am I supposed to recommend this service to my friends? Like yea of course I want to invite my friends, all my friends watching movies together? That sounds Amazing! But how could I in good faith recommend this service? Would you recommend it to your own friends? “Trust me it’s totally awesome ONCE you get the card, it may take 2 or 3 months but just hang in there. They’ll charge your card immediately though but don’t worry, they won’t charge you again until your 3 month waiting trial is over. We also have e-tickets if you don’t like to wait for the card except we all live in the greater San Diego area (totally a small population right?) and they don’t support e-tickets for any theater for miles around. This “apology’ is a real smack in the face “deal with it, we don’t care about our customers”. This is insulting MoviePass. Your customers deserve better than you.

  24. Rest assured, once I get the card I will buy a movie ticket DAILY here where it’s about $12 a ticket and I will buy a ticket with the pass whether or not I plan on actually watching the movie. I’ll just give the pass to someone for free in the line and drive off from the theater and do this once a day on the days I don’t plan on actually seeing a movie just to help drain the MoviePass accounts little by little and ensure as much value is drained from this service as possible. I can charge them up to about $360 a month doing this. I encourage everyone else to do it in protest once you receive the card. Every 3 people we can get to MoviePass Drain will cost them $1000/M. #DrainMoviePass

  25. The cards are arriving, even for those of us who ordered in the first couple of days. I ordered on Aug 15, card arrived on Sept 11, and I saw Dunkirk with it the next day.

    Go ahead and vent your spleen. We’re used to instant gratification nowadays (thanks, Amazon Prime). This experience just puts a little hair on your chest and builds up your character. Your card will arrive, and all this will end up being an ugly memory.

  26. This is not your first business venture. It is 2017, please provide every customer a tracking number that we can use to monitor our order through your entire supply chain. It has been 30 days (or more) for A LOT of people and we have no recourse but to think that our order was lost or never registered with your system.

    This will cause people to cancel and resign up over and over again cause huge backlogs in your new customer on-boarding. You have to get in front of service your customers now.

    You need to do so much better than this.

  27. What a bunch of crybabies. Clearly they are trying to meet the demand, chill out. So you have to pay for a movie or two before you get the pass, it’s not a big deal, they intend to save you so much money in the long run. These comments are so toxic. Stop calling support. Stop sending emails.

    Wait. Be patient. Act like adults.

  28. 2–3 weeks from when, though? As someone else already commented, that estimate is meaningless without a reference point. Is it 2–3 weeks from when we signed up? (Because it’s been 4 weeks for me and I still haven’t received my card.) 2–3 weeks from now?

  29. You need to update your web site. It is a *TERRIBLE* experience for existing customers. The top of the page should include links to the FAQ, customer service, and this blog. We should not have to know to scroll all the way to the bottom to see anything beside the giant JOIN NOW button. Facebook is NOT a valid place to provide customer support.

  30. It’s been almost a month since I signed up. App is showing card shipped for past two weeks but no card received here. What kinds of dumb ass supply chain people moviepass has who first of all can’t properly process cards in order, even after identifying screw up, can’t make sure that people whose cards are delaying more than others are taken care first and don’t provide a simple tracking id if they REALLY shipped the card.
    Well we all are going to cut them a slack and keep waiting as this is almost like a free money but we will never build a true trust in this company. We will keep going to as many movies as possible and trash this service as soon as they think of price increase. If they don’t and as many people are suggesting this company is shutting down from this unsustainable model.

  31. I’m fortunate. I got my card 8 days after I signed up and I’ve seen several movies since then. When it works, it works well. I’m sorry so many people are having trouble.

  32. Ordered my service on the 26th of august. Still no card. Emailed, in app chatted, and even left messages on twitter. No response. I’m starting to get a little worried and angry here…

  33. All you people should quit your bitching. When you apply for a passport, it could take up to 6 weeks but everybody will wait quietly. Give the MoviePass people a break so they can get caught up with their newfound business. They go from 20,000 to 400,000 literally overnight. It takes time to process your applications and make the cards. Their initial e-mail sent did not anticipate the additional surge in business from 120,000 to the current 400,000 and counting applications. You will get your card.

    If you want to see a movie before card arrives, just pay for it out of your pocket. Why the sudden love for movies?? No matter how many emails, twitters or whatever methods you try to expedite or inquire of status will not accelerate the process. JUST WAIT.

    All the posts here are the same, bitch, bitch and more bitching. You people should be praising the CEO of MoviePass for this wonderful idea and maybe even provide more ideas to make MoviePass better.

    • I would not be bitching if i was told when my card will be here. I was told several dates. Now the app shows its been mailed since end of august. Well today is the 15th of august, where does it take 15 days for a letter to get mailed in usa in 2017. I can order something on Amazon and get it delivered the next morming evcwn though i ordered it at 10pm at night.

      We are getting no reason yo wait patiently. We are told what 4 different dates now.

      All this complaining could be brought down to almost none if Moviepass would just respond to peoples emails and chat request and otjer forms of communication.

      Actually lack of responding is actually causing more emails, chat request, and i am sure lots of cancallations.

      Like me….. my card should of been here 10 days ago….. was it mailed like the app says or did a screw up happen and its was not made and now its not even on the list to be made as its shows up as being mailed .

      Because i cannot get a response feom them i sit here. It mayve 1 to 6 months before they respond. Meanwhile i am not able to use the service i paid for.

      All i want is to lnow when and have it show up when they say

      No response is what causing all this complaining which thwy are doingto themselves by not responding.

      • Scott:

        Probably 300,000 people have sent maybe 5 emails, twitters, chat requests which totals about 1,500,000 replys needed. Suppose a quick new employee can make a response every minute for 60 per hour or 480 per day. with 1.5 milliion replys needed that would represent 3,125 man days to handle just the current inquires. If they hired 100 new employees (that would be a lot) it would take about a month to complete.

        Would you rather they use that time to process the cards so you can get them faster or would you want the same reply, “Its on its way!!”

        MoviePass have posted several blogs, and emails explaining the delays and more delays due to increasing traffic not anticipated. Your card is coming!!!

        Let them do their work and not be bothered by the same bitching!!

        • I doubt the people replying to customer complaints and questions are the ones printing and mailing the cards. That all dont by print venders and not Moviepass employees.

          So yes, not really an justification. Just an excuse.

          Not to mention using your logic, this company would probably be bankrupted before tgey are able to fullfill all their memberships.

  34. I sign up sometime mid august and haven’t receive my card yet but interesting thing is moviepass app on my phone said card shipped and they have a expiration date of the card I will receive soon I hope lol, But that message card shipped was there for at least two or more

  35. What are all you all whining about I signed up 4 days ago, and I actually got my card 5 days ago, yeah that’s right, they anticipated me wanting to join and they raced me out a card right away. Thanks movie pass I’m glad you are not inconvencing us new people, early adopters are suckers, and should never be shown any loyalty…. also…. thanks for making it out of gold, and giving us early access to movies, I enjoyed watching was American Made and Back to the Future 4, that last one really blew my mind how JJ Abrams took dr brown in a whole different direction.

    • Goes to what ivce been saying….they screwed up and marked a lot of people as mailed who is not mailed. Thus, i will never get a card. As they think they already sent me one.

      If they would answer messages, we would know. I really think i should just sign up again with another credit card and a new email address.

  36. To Movie Pass:

    Classic economic model dictates that when demand way way exceeds supply, prices are too LOW. You must raise your prices from $9.95 per month to something more reasonable. Price equilibrium is reached when a majority of the bitching and complaining stops.

    RAISE YOUR PRICES NOW. Your company is missing out on a better profit picture. The idea is to stay in business and build a solid base of paying customers and make a profit.

  37. Sure wish you’d answer my support inquiries. Something about you charging my card but I can’t login to the app. So, seriously, it’s been a FEW WEEKS. I’d say your support can’t be THIS bad but I guess it is.

  38. i ordered early morning of sept 1st. my app says card shipped. still not received.. i have sent a message to support via chat. with no reply. i have however noticed the city was misspelled. which could be why i have not received my card. so im sure this will require help to fix and get my card to me. my daughter however signed up well before me and still has not gotten her card either… hopefully my issue will be fixed soon and i get my card. hopefully she will also get her card soon as well. i really hope before october as im a avid horror fan and quiet a few movies id like to see.

    • Yes we are here to serve and be here for our customers in all times of crisis and clean up spilled soda. But not right now, it is our vacation. In the meantime, just watch Netflix they have many movies.

  39. This is just ridiculous. I signed up August 16th. Remember the last email where they said if you signed up the 15th or 16th, you’d get your card by September 5th or 6th but probably sooner? That was apparently BS. No one answered my chat message. I checked again, a week later, and it’s just gone from the app, so sent a new one. I don’t expect a reply. No reply to tweet at customer service either. I don’t get how they didn’t anticipate there’d be such a demand. And even so, how is over a month not enough time to print out and ship a card?! What really bothers me is that in the app, it says “card shipped”, and has for weeks. Grrrrrr.

  40. We are still waiting for my husband card and now cannot sign in on the webpage. After waiting so long I don’t want wait more weeks to get him signed on. Is anyone else having this problem? Any fixes out there? Thank you.

  41. I signed up on August 15th or 16th and received the email on August 23rd saying the card would be here Sept 6-10th but since I signed up by the 16th it should be sooner than that. Today, September 19th… STILL NO CARD.

    Now my app does work and when I click on the MoviePass Card (under profile) it says: “CARD PROCESSING”

    I’ve heard so many say their app says card shipped (for weeks), but has anyone else gotten the “Card Processing”?

    • i went to check my app today just out of suriosity and the card shipped has changed to card processing.. so i guess thats a lil improvement….maybe not…..

        • Yes…. as showing shipped and not being shipped to me means its not being worked on. It means they screwed up and marked it as shipped when it was not.

          I am assuming after 3+ weeks as being shipped state and not receiving it, its not shipped.

          So….i assume being put back into Being Processed status to mean, they know it has not been shipped and its being workedon now.

          I prefer it being worked on to not having anything being done to get my card to me as they were incorrectly thinking its been printed and mailed.

          So yes, being back in a being processed state is a plus in my book. I would expect ut to switch to being shipped again within a week and hopefully a few days later in my mailbox.

    • OMG….. my card statys said Shipped earlier today… now it changed to processing…

      This is exciting…. as unless it was shipped by snails, there no place in usa it would yake 3 weeks to get here from…

      I rhink this is good news.

      • I think it’s more that they falsely stated that cards were shipped. And changed it to a correct status of processing which could pretty much mean anything including that they haven’t shipped your card yet.

    • So saw this link…

      http://www.vulture.com/2017/09/moviepass-works-why-is-hollywood-so-meh.html

      Wow, their studies show people will go to 5 to 6 movies right away, then go back to like 9 a year.

      Wow, i see a lot more than average. I see 2 to 3 a week most weeks.

      Granted that is averages.

      I got a brother in law that sees as many as me if not more. But my brothers and sisters see maybe 3 to 5 a year. And probably a couple that see less than that.

  42. Since 4 weeks in MoviePass card section of the app, it is showing card last four digits and expiration date but I didn’t yet receive the card. Does this happen to anyone? Not sure what’s going on and obviously their customer service is not responding and useless.

    • Same here. This whole thing is a scam. They take our money and make false promises. We should all unite and call the local TV stations and BBB and complain.
      This is BS.

      • My account membership is nearing to the next billing date in couple days and no card yet. For you too does it show the next billing date in Plan info in app.

          • Yes that’s true. Not sure how the hell it is showing the card number and next billing date there. Appears that they might have created the card and never sent it or app behaving weird or card got hacked. At last I never received the card.

  43. I couldn’t even get the app to allow me to sign up, hangs at the final “finish” button, with an error, and there’s no way to sign up on the computer website. This service isn’t quite ready for primetime obviously!

  44. I ordered my card on the 16th of august and it still says Card processing. You scammers really do have no intention of sending it to me, do you?

  45. Joined Aug. 16, 5 weeks later no card. I understand you’re overwhelmed, but how could you not know the demand for this would be huge! I could have told you that! A very, very frustrated customer

  46. Joined Aug 16th. Card has gone from last 4 digits, to “card shipped” to “processing”. I’ve never been able to get through on twitter, or through the help in the app. Don’t have a card. At least I haven’t been charged again… yet.

    • Hello, I just want to make sure I am seeing in my app properly. I ordered 8/16 or so as well. One day the card showed up in the app with its number and the expiration date of 8/26/2024. I am not seeing anywhere where it would say shipped or processing. Since you are saying yours says that, where is it showing up?

      • Mine is saying the exact same thing, after going from actual card numbers, to “card shipped”, to now “processing”. I guess the real pain here, is the fact that movies like AMC don’t have an e-ticket service. It being almost 2018, kinda makes you wonder why the hell not?

        • They do have it, but they are not letting MoviePass use it anymore as a dig at them. MP sent an email out about that a while back.

      • Mine used to hasvce 08/2024 and says shipped. It saidvthat since end of August. Now it was changed to processing yesterday.

        To me that shows they are doing something. I am assuming they fixed their issue and are now fufilling cards.

        Whats sad is they wetre bought by a leading big data company…

        As part of us signing up they have email, address, names, cc, and other info on file. It would be super easy to write a program to read their data files. Send each of us a custom email telling us what going on that actually answers our quuestions .

        They said thgey expanded staff and fufillment operations. They should lnow, they are capable of priming and mailing x number of cards a day. Then its math. I am number y in the list to bve fulfilled. You take y / x = d. Now you know how many days till mine is printed and mailed. Tou addes 3 days for mailing.,add a couple days for a buffer in case they run into issues and they dont print as many as they thought.

        Now use the above info. And you can tell me when my card will be here. Create a custom email and send it to me. Easy.

        My guess is they ran out of cars stock and letter head. So they had to get more card and letter stock made which takes time.

        This all could have been avoided. No reason to not get custom status emails sent every couple days or weekly.

  47. I’m so fucking furious that I still haven’t received my card. I signed up on 8/17. It is now 9/20. At this point I don’t give a shit about the company being unprepared for the massive response to the price drop. Whatever the cause this is godawful customer service. If the people at MoviePass are aware of mixups with sending cards out, and the fact that newer customers may have received cards sooner than those who signed up early, THEN FUCKING FIX IT. Look at your data and prioritize earlier signups whose cards still haven’t shipped. This isn’t rocket science, but it is a piss poor way to treat your new customers.

    • I agree they should prioritize manufacturing and shipping cards to customers based on sign-up order. Unfortunately, it is likely that if we had waited a week to sign-up that we would already have our cards. Based on a majority of responses, it seems those who signed up around the 15th, 16th and 17th of last month, were more likely to be skipped over for new business. I don’t know of any existing service I’ve paid for that took this long to process. Thirty-five days and waiting, what a complete and utter joke.

  48. Signed up 8/17, still waiting. I plan to buy a ticket every day whether I use it or not just to make sure they’re out a good $300 a month on me. I walk by theatres all the time, nothing to stop me from buying a ticket and not using it and charging Moviepass full price for it.

    Or they could just send what I paid for like a real company and I wouldn’t be planning ways to screw them over. I encourage everyone in a big city to do the same.

  49. My son has been charged twice for the service in less than two weeks and the card you sent him did not work. I have sent four emails to customer service with no reply. Without a reply and REFUND to him, I am going to our AG next.

  50. Thank you for this update, although I only discovered this on the facebook page just know. It would have been nice if this was sent as a newsletter. Oh well, I’ll continue to be patient.

  51. Signed up on aug 17th, still nothing. I wonder which number is higher..

    1) the number of cards sent out
    2) the number of excuses on why cards havent been sent out

    Mom always said, if its too good to be true, it usually is.

    I dont think AMC has to worry about not excepting moviepass, this is starting to look like a fail before it even gets off the ground.

  52. Day 35……No card. This is a joke. We need to sue MoviePass and the CEO for taking our money in the millions and now playing games with us. Let’s call all the news organizations and complaint as to what a scam this is.

    • Great idea… lets put them out of business before they are able to fix their issues.

      I am upset, but i want them to succeed, not go out of busoness. Which will be the outcome if people start sueing for damages.

      Its been made clear that you’re montly billing cycle does not start until you activate your Movie Pass debt card. You are not missing anytime off your 1st months membership.

      I myself beleive the rewards of Moviepass will be worth the inconvenience of not receiving my card in a timely fashion.

      Keep in mind it was not that long ago when it would take 6 to 8 weeks to get anything when you signed up or ordered it.

      Did moviepass drop the ball,, yes big time. I am sure they are doing the best they can. I guess i dont know how you underestimate the demand on this. I kust think a company tryingvto sell themself as a data company. Well, you did not analize this data correctly.

      I do beleive the price is to low. They probably should of charged 20 to 30 a month. That would of made it so only people who go to 1 or more movies a week actually signed up.

      What was their initial sign up in the first few days.. 10k, 100k, 500k, 1m? What did they anticipate?

  53. Hello — This message was not sent to me. I found it on your blog. All previous messages stated that your card would be activated a month after receiving your card. It also said that you can only use e-ticketing until receiving your physical card. So, I used e-ticketing at the ONE theater nearby that takes it. Had you been honest and clear in your previous communication, I would never have done that. It is not my preferred theater, not my closest theater, doesn’t allow me to see as many shows as I would have been able to with the physical card.

    Also — when I signed up, it said I get 1 month free… but the required payment immediately. This is lies and fraud.

    I have written to over a month ago (and then again a few times) and have yet to receive any kind of response. I will now be issuing a stop payment and contacting the BBB. Shady shady shady!

    • I never saw anything saying you fot a month free for signing up. I saw your billing month does not start till you activate the card.

      Also, i would assume using eticket would be the same as activating your card.

      Please show us a link to where it says a month free.. also nevet say anything saying your card would be activated a month later.

      I read iy said you were billed when u signed up. Then your billing starts once your card activated and that u would be billed once a month with your bill date being the date you activcated your card.

      Please show us where you saw something different.

  54. Good news!!! Got my card today (September 21st)!!!! I signed up August 16th, so I was part of the original group that has been waiting forever. Rest assured, it is not a scam, they are just super slow. Two things to note: 1. The app said “Processing” and didn’t switch to “Shipped” before I got it. 2. The card comes in a plain unmarked envelope that looks like it could be junk mail… So make sure no one throws it out thinking it is junk mail! I will be trying it out soon hopefully. Be patient, it looks like they are coming soon!!

  55. it has been 21 day’s not cards yet . myself and my wife sign up nothing yet nothing from email this company is a scam . I have been trying to get our money back nothing you need to says away from moviepass the will not email you back there phone number is just voicemail the bbb gives them a F

  56. My app doesn’t say Shipping nor Processing. I signed up on Aug 16th, credit card charged on Aug 17th and again on Sep 17th.

    Should I be worried that my Android app doesn’t show any status?

  57. It’s amazing how impatient some of you people are. What don’t you realize about the fact that this company has been simply OVERWHELMED with orders beyond their wildest expectations. They’ve blogged about it. They’ve tweeted about it. It’s been in the news. “Well then, they should have a plan in place to deal with these things!” Oh really? It’s a phenomenon. A small one. But a phenomenon nonetheless. The people here who are complaining the most are the ones in a few years who will be saying “Moviepass is great! I was there from the beginning!” (Yes, I know the company is 5 years old). This speaks to our age of instant gratification and a complete lack of understanding. The company has said they have beefed up their staff to try and keep up with orders. 400,000+ subscribers now. Yes, you will have to wait a little longer. Sorry. It took me a little over three weeks to get my card and I didn’t complain once. Was I frustrated? Of course. But I knew that they are a legitimate company (Mitch Lowe is the friggin co-founder), so I didn’t bitch and complain that “everybody has it except for me!” like a child at recess. Deal with it. Learn some patience. Your cards will come.

    • You hit the nail on the head. Instant gradification is what we become.

      It was not rhat long ago 6 to 8 weeks was the norm to get anyrhing via mail. I remember calling a company to place an order and ytou would wait 8 weeks without even getting worried.

      Granted Amazon changed that where we can order something today and get it the next day.

      Most rebates still say it will take 6 to 8 weeks to get a rebate. Why because they do not know if it will bve done in 3 weeks as they cannot predict the response a particular rebate promotion will have.

      Moviepass screwed up sayingc5 to 7 days. They shouldof been more prepared. Perhaps they underestimated how fast word of mouth spread this. Specially when you look at they had sold simular program for 30.00 bbucks a month and it was nnot big. I would of jumped on it for 30.00 a month. Maybe even 40 a month. But i did not as i did not hear about it.

      So perhaps their lackluster response from orher promotions or pricepoints led them to underestimate the response.

      But this was every where.went from knowone hearing about it to everyone hearing about it. Thanks in part to multi media. And facebook magic.

    • I agree that given the situation some patience is warranted, but on the other hand, they haven’t handled the situation the best. When things become a complete mess you need to make sure you have exact details on the situation before releasing new details that will only fall through and make people more irritated. There has been a couple emails and a few posts that fell through after the original promise of couple weeks. It’s also not appropriate to completely ignore emails, phone calls and requests from the customer service chat within the application. At the very least they could bulk up on customer service response efforts so people can get some sense of the situation being handled. I have kind of accepted it and have been making a joke out of waiting 35 days, but it is frustrating to check the mailbox every day with no communication of when I will receive my card.

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  59. Wow some of the posters have no clue how to run a business and provide great customer service.

    Let’s assume they were overwhelmed with sign-ups, whats a great company to do? can’t they shut down or disable new sign-ups until they fulfill old ones? if they did not, which is fully under their control and they chose not to – then who to blame?

    @Scott – Am glad you are willing to wait 8 weeks for a package without being worried, let’s hope you show the same courtesy for an old lady at the grocery checkout line when she is trying to whip out her checkbook to write a check or a old gentleman trying to drive on a 2-lane road and you want to frigging get past him.

    It’s quite easy to talk about patience when you have the card on-hand and giving lectures for others.

    • I never said i had the card in my hamds. I signed up on 10am cdton August 16th. No card yet.

      I completely agree they messed up ay several levels on this promotion. There a lot of things tgey could of and sh ould of done differently.

      But i for one who wants this service and i will use it 2 to 4 times a week. Just like i pay to see 2 to 4 movies a week. I continue to pay for 2 to 4 movies a week while waiting for my card.

      Do i want moviepass to b e sued out of business like so many others are calling for. Nope. Will i be bankrupt uf i never get my card. Nope. I went into this with a too good to ve true attitude. I was willing to rusk 10.00 to see what thus is about

      Perhaps some people 10 is all the extra money you have a month or its your kids college fund. If so, perhaps you should not of signed up for it.

      Ive read articles and stories from peopple who have fotten their card, andit all sounds great.

      So if i am inconvienced waiting for my card as in having to pay for movies out of my own pocket for a few weeks longer, its a small pricxe to pay long term.

      Guess what, being pissed, throwing temperaments not going to get my card here faster. Sueing the company, not going to get my card here faster

      I heard a story here of someone getting their card yesterday. Instead of being encouraged that they are coming you get people who signed up weeks later than the guy who got his bitching as they not got their card yet.

      Well lets see if bit hing gets yoyr card here faster. I bet not.

  60. Signed my wife and I up the first week of the $9.99 announcement. I received my card 3 weeks ago, but still don’t have my wife’s. Part of the frustration isn’t so much the waiting but that there doesn’t seem to be any legitimate ways to communicate with Moviepass. I’ve tried the messaging option thru the ioS app and tried messages thru their website, but none have garnered a reply. It feels like there is no one on the other end. Surely when the decision was made to offer a deal that ‘is too good to be true’ there would have been a business expectation that things might get a little crazy. Apparently not. Still hanging in there for our 2nd card but first impressions are pretty damaging to a business’ reputation. I’m afraid Moviepass is taking a big hit in that area.

  61. I understand that we won’t be billed the second time until we activate the card, but what was the first billing for? Now I’m reading that we were billed the day we registered, then we’ll be billed again when we start using the cards. It didn’t say that there was a $10 registration fee, THEN it’s $10/month, but that’s what it appears is happening.

    My husband I both signed up August 19th. I got my card about a week later. 6 weeks later, he doesn’t have his. I’m giving it another week, then I’ll dispute the charge for his card with my credit card company and attempt to cancel mine. Also, the iOS app doesn’t work.

    • Leigh Ann…here is actually the way it reads about the 2nd payment. Shouldn’t happen until a month after you activate the card(s)…if you and I ever get our spouse’s cards! 🙁

      “Although you were billed for your first month of service upon registration, your membership does not begin until you receive your card and activate it in the app, and you will not be billed the second installment until a month after activation”

    • You are prebilled for your first month. I guess its their way to validate the card is valid and good.

      Your credit card supposed to bve billed the 2nd time 30 days from when you activate your Moviepass card or probably if you live in a place that has etickets probably 30 days from your first eticket use

      • Not sure who the you got your card way to early wad meant for. But i signed up on Aug 16th and not gotten my card.

        The way i read twrms and conditions is. You are billed when you sign up for 1st month of service which starts the day you activate your card. Then you billing starts 30 days from when you activate your MoviePass card.

        So the 10.00 tour billedvthe day you sign up is paying for your 1st month of service which starts the day you activate your movie card.

        I am not sure hoe hard that is to understand.

        Your billed for your 1st month day u sign up to movie pass. Your 1st month syarts day you,activate your Movie passcard. Your 2nd month billing due date is 30 days from the day you activate the MoviePass card.

        The moviepass card is the debt MasterCard you get in the mail. It not the app you download.

        Now if your lucky enough to have an eticket theater in tour area its a little different. Your monthly billing would start 30 days from the 1st time you use Moviepass to get an eticket.

        So same thing, your 10.00 prepayment for tour first month from when you either activate your Moviepass Debt card you fet in the mail or you use an eticket the 1st time.

        Btw. There are no available eticket theaters in mn.

        Now seems to be a lot of questions in regards to the Moviepass app working or not working on people phones.

        It appears if there are no eticket theaters in tour area your app has a lot of the functionality disabled. I was not able to use the app for the 1st two weeks after sifning up. But then my status switched to shipped, and i could use the app.

        So for about 3 weeks now my app worked. Ive been waiting 5 weeks and 1 day since i signed up.

        No, ive not received my card, still waiting like most everyone else.

        The only thing ive done is use google, reviewed Moviepass terms and conditions, read countless articles, read MoviePass press releases. Read lots of comments people wrote who are using Moviepass or who received their cards.

        Yes, i am frustrated. But i am paying out of my pocket to see movies i want to see. I am not missing movies i want to see while waiting for this card to show up.

        Yes this was an epic failure of a product release. But long term i am hopeful this will be a good tool worth the inconvience of waiting a long time to start using…

        But it appears a lot of people are not truely movie fans and just want a great deal.

        Good things come to those who wait. I feel most movie fans will see movies with or without Moviepass. After all there are new releases and if the card comes today or a month from now, there always movies to see. There several new movies to see every week.

        Ill see movies before, after, and while i have my moviepass card.

        Now i wish Moviepass wad bvetter at communication….. but i did not sign up for this service becayse they were a communications company.

  62. This company is a total scam. I ordered my card August 18th and still no card. I joined QSINEMIA another three weeks after ordering Movie Pass and I received their card in SEVEN days. They are a little more restrictive than Movie Pass but they are a more professional business. Check them out….

  63. Iv emailed, used the chat in app, tweeted, facebook messaged everything I can think of and no response! I have been billed twice! And signed up over a month ago.

  64. Moviepass is betting on people not seeing movies every month. They have to stagger their membership card releases to ensure they have enough cash to stay open to put money on your card so you can see a movie. So you shouldn’t expect your card anytime soon. You have to wait for the people that have gotten their card to get tired of going to the movie theater and not use it for 30 days. Then they can increase their cash inflow by 10 dollars per non movie going member. We are just to that point in the first batch of signups at this new rate. They do have long time customers that have not been going to the movies and still paying the 40 dollars a month. This has given them some significant cash in the bank which has probably triggered them to have this 10 dollar promotion they are having. They have to forecast their cashflow to only allow so many new members a week, and the new members are the ones that will use their cards the most which creates a negative cashflow. Anyway, I’m sure there is some discomfort on the marketing side (the bad pr of having to wait) and alot of pressure on the CFO to allow the release more cards to the new customers, but as long as they stick to their plan, they will stay in business and we will enjoy moviepass for years to come, once we get our card. 🙂

      • Simple, they have less people joining than not going to the movies so the balance is positive. its just a matter of time before most people stop going to the movies or take a month off.

  65. I’ve had moviepass for about a year now. It no longer works for some reason. The app doesn’t show any showtimes for me and when i look at my card info in the app it says Card is processing. I already have a card so why is it processing? So confused! I paid $30 for this service and I’m so glad it is getting cheaper but WHY is my service not working?

  66. Ok so I got my movie pass card last Monday. I had signed up on 8/23. So far it’s all good. Since my apartment is literally five minutes walk from a regal, this is a mind blowing deal for me. Even though I have a regular 9-5 job, I managed to watch six movies in past six days (Monday-Saturday) Only day card didn’t work was on Thursday for some reason. I guess Kingsman release may have crashed their server. I am sorry to see people still waiting for the card. I was in the same boat until last week. I think I will keep buying tickets everyday for at least one more week till I feel sorry for movie pass. I don’t know who does research for them but people who stay near theater are certainly going to cost them real money. I have seen at least 10 different people using movie pass card last night. Regal near me has 18 screens with at least 10 different movies any day of the week, this business is shutting down sooner or later. If not, I would be the happiest person to enjoy all kinds of movies without worrying about review because I can just walk out of movie now!

  67. I just got my card yesterday (finally) but when I went to register it at the cinema it says “your account is in the incorrect status to creat reservations”. Wtf!

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