Updated 10pm PT on 9/24: Reader Mikey shared MoviePass’s phone number in the comments. The phone number is 646-400-0801 and it is not a toll free number.
Good morning everyone, I hope your weekend is going well. On Friday and Saturday, I spent a few hours setting up my new iPhone XS. During the process, I tried to sign into the MoviePass app on my new iPhone but kept getting this error message: “Unauthorized Device – account in use on another device.” Oh right, let me sign out of the MoviePass app on my old iPhone. I went back to my new iPhone to try signing into the MoviePass app. Same error message. Ok, let me try deleting the MoviePass app on my old iPhone. Unfortunately, I still got the same error message. I decided to search on Google for a solution…
Thankfully, MoviePass has a helpful FAQ page about the “Unauthorized Device” error message. At the bottom of the page, was the key information I needed: “If you purchase a new smartphone, your device may be switched to a different device every 30 days simply by reinstalling the MoviePass app or you can contact our Customer Experience team.” I deleted and reinstalled the MoviePass app on my new iPhone, but still no luck. My last resort was to contact MoviePass. Based on reading hundreds of angry tweets about MoviePass, I was worried that I would get a response in several days or not at all. I clicked the Submit A Request link at the top of the page.
I filled out the form, attached the screenshot of the error message from my new iPhone, verified my humanness, clicked the Submit button and prayed for a quick answer.
MoviePass uses ZenDesk for their customer service. Based on the timestamp of the email, my request was submitted at 11:10am PT. How long would I need to wait until I received a response?
Thankfully, I did not need to wait very long. At 1:33pm PT, roughly 2.5 hours later, a rep from MoviePass responded to my request and told me that they would be overriding the device lock for my account, as a one time courtesy. Sweet! I tried to log into the MoviePass app on my new iPhone and I was successful!
I responded to the email thread at 1:36pm PT and received a response 4 minutes later at 1:40pm PT. I must have gotten lucky to get such a quick response. I was able to use MoviePass the same day to check in and see a movie.
As some of you may know, I recently signed up for Sinemia during their Summer Sale (3 movies for $9.99) but decided to keep my MoviePass account open since I usually see more than 3 movies per month. If my girlfriend wants to see a movie with me, I can get one ticket via MoviePass and the other ticket via Sinemia. If you have any questions about MoviePass, please leave a comment below. Have a great weekend everyone!