As it prepares to roll out its new subscription plan, some MoviePass users have complained that they haven’t been able to cancel their memberships.
Several users complained about previously canceling their plans, only to receive emails from the service suggesting that they were still subscribed.
“On Monday, August 13th, we learned that some members encountered difficulty with the cancellation process,” a MoviePass spokesperson told reporters. “We have fixed the bugs that were causing the issue, and we have confirmed that none of our members have been opted-in or converted to the new plan without their express permission. In addition, all cancellation requests are being correctly processed, and no members were being blocked from canceling their accounts. We apologize for the inconvenience and ask that any impacted members contact customer support via the MoviePass app.”
The company added that all members are being given the option to either join the new plan or cancel their memberships. If someone doesn’t respond by the end of their billing cycle, their subscription will be automatically canceled.
Earlier this month, the company announced that it will be imposing new limits on customer subscriptions.
As of August 15, subscribers will be able to see three movies per month for $9.95, and purchase additional tickets though the MoviePass app for a $2 – $5 discount. The newest version of the plan will also end “peak pricing,” where desirable showtimes cost a few bucks more. Those who paid for a full-year subscription will still have the option to see unlimited films per month.
The company is hoping this change might be the boost it desperately needs. In recent months, MoviePass’ parent company, Helios and Matheson Analytics, has seen falling stock rates, and its cash burn rate has been deemed alarming by most who have watched the situation unfold.
And as July came to a close, the firm endured a multiple-hour outage that was originally blamed on a technical glitch — when, more accurately, it had simply run out of funds and needed to take a $5 million emergency loan at a high interest rate to pay back key partners and get back up and running.