Frequently Asked Questions

Submitting Your Receipt

1. What should I do if my receipt is too long?

   If your receipt is too long to fit into one image, please fold the receipt to show participating products and the header with store name, purchase date, etc. and then take a picture of the receipt and upload the image on the specified site.

2. I am having issues uploading my receipt.

   Please note, the following image upload requirements: image must be under 5MB and in the format of PNG, GIF or JPG. If you have further difficulties uploading your receipt, please try to clear browser cache and cookies and upload again If this persists we also recommend trying a different device. Please Contact Us if you require further assistance.

Fandango Promo Code

1. How do I purchase movie tickets with my Fandango Promo Code?

   You can purchase movie tickets on Fandango in these simple steps:

   • Use the search box at the top of the Fandango website or in the mobile app to find a show time and theater near you. For a complete list of participating theaters, click here.
   • Select a show time to begin checkout. Choose the number of tickets you want to purchase and pick your seat(s) (if reserved seating is available). How do you know if reserved seating is available? Look for the "Reserved Seating" icon next to show times to find theaters that offer it. After you select a show time and ticket quantity, you'll see a seatmap on the following page where you can pick from available seats.
   • Log in to your Fandango VIP account or checkout as a guest, and complete the information on the payment section with a valid method of accepted payment. No Fandango VIP account? Sign up here.
   • Review your order, complete your purchase and enjoy the show! You'll find instructions on how to pick up your tickets on the confirmation page after purchase, and we'll also send an email confirmation to the email address you provided during checkout.
2. When will I get my order confirmation email?

   Shortly after you complete your ticket purchase, an email confirmation will be sent to the email address that you provided during checkout, and will also be stored in your Fandango VIP account information under purchase history.

   If you lost or can't find your confirmation email, please check your SPAM folder. You can also sign in to your Fandango VIP account to see your purchase history.

   If you checked out as a guest – just sign up for a Fandango VIP account with the same email address you used during checkout, and we'll automatically link your previous purchases to your Fandango VIP account. Sign up here!

3. How do I pick up my tickets?

   After you complete your purchase, you'll see a confirmation page that tells you exactly how to pick up your tickets. Depending on the theater and device you're on, you may print your tickets at home, pick up at a box office or kiosk with a valid credit card, or use a mobile ticket (if available). This information is also available on your confirmation email.

4. The cost of the movie ticket is more than the value of my Fandango Promo Code.

   If the cost of the movie ticket(s) with Fandango's convenience fee included is more than the maximum value of the Fandango Promo Code, then you will need to pay the difference with a credit card.

5. My Fandango Promo Code has expired. Can it be replaced?

   The Fandango Promo Codes are limited time offers which coincide with the release of specific movies or promotions. Unfortunately, we are not authorized to exchange, replace, renew, or refund any expired Fandango Promo Codes once the promotion has ended or the specific movie is no longer in theaters.

6. Are Fandango tickets refundable?

   Fandango tickets purchased with a promo code are non-refundable. If a Fandango Promo Code is used to purchase a ticket, the amount paid with the Fandango Promo Code will be forfeited, and will not be refunded.

7. What is Fandango VIP?

   Fandango VIP is a free program that gives you special perks and benefits on Fandango. With your Fandango VIP account you can write movie reviews, save your favorite theaters, access free insider perks, refund and exchange your movie tickets + more. To view the full list of benefits, check out http://www.fandango.com/fandangovip.

8. I forgot the password to my Fandango VIP account and can't sign in.

   If you forgot your password, click here to enter the email address that you used to create your Fandango account and a temporary password will be sent to your email address. Once you click the 'SEND EMAIL' button (the 'send email' button is shown by clicking on the 'click here' link shown above), your password will be emailed to that address.

9. Is my existing Fandango account now a Fandango VIP account?

   Yes. If you had an account on Fandango already, we've upgraded you to Fandango VIP! There's nothing you need to do except enjoy the perks. Learn more at http://www.fandango.com/fandangovip.

Concessions

1. How do I use my Concession Certificate?

   To activate reward code and receive your Concession Certificate, just follow these simple steps:

   • Visit www.activaterewards.com/concessions
   • Enter your reward code
   • Print out or pull up your Concession Certificate on your mobile phone and present it at the concession stand at a participating theater
2. The Concession Certificate includes my name. Can I give one to a friend to use?

   The movie theaters are trained to check for photo identification, which is why the activation website instructs you to enter the information of the person who will be using the Concession Certificate. You are welcome to give it to a friend to use at a participating theater, but it is ultimately at the theater's discretion whether or not they will accept it in someone else's name. If you go as a group you should not have any trouble using it, as long as the person whose name is on the Concession Certificate is present at the theater.

3. I am redeeming a Concession Certificate for my child. Should I register it in my name or my child's name?

   The movie theaters are trained to check for photo identification, so it is best to register the Concession Certificate in the name of the adult who would be presenting it at the movie theater.

4. I selected a movie theater in my area, so why did the Concession Certificate include a different address?

   The address appearing on the Concession Certificate is the address for Fandango and it is not related to the theater you selected. The address is for theater use only, and will be used when the theater processes your Concession Certificate for payment.

5. Can I go to a different movie theater than the one I selected?

   Yes, you can visit our theater locator site and enter in your zip code and the specific locator code appearing on your Concession Certificate, and this will give you a list of all the theaters that will accept it. You are welcome to attend any theater listed under that specific locator code.

6. How do I use my Concession Certificate?

   Please print out your Concession Certificate and take it to the concession counter at a participating theater. Present it to the cashier as payment for your concessions and have an ID as the cashier may ask for it.

7. Which theaters accept Concession Certificates?

   Please use our theater locator site for a list of participating theaters and show times in your area. You will need to enter your zip code and the specific locator code appearing on your Concession Certificate.

8. The theater's concession price is more than the value of my Concession Certificate. Will they still accept it?

   You are responsible to pay the difference between the Concession Certificate value and the total price of your concessions using cash or a credit card.

9. If the total purchase price of my concession(s) is less than the value of my Concession Certificate do I receive change?

   No. No credit or change will be given for any unused portion of a Concession Certificate. Your Concession Certificate is only valid according to the restrictions stated on it.

10. What can I do if I lose my Concession Certificate?

    You will receive a confirmation email, which includes a link to print your Concession Certificate. Please note, if you are having a difficult time finding your confirmation email, it may have been directed to your junk mail or spam folders. Lost or misplaced Concession Certificates will not be replaced or refunded.

11. Can I make copies of my Concession Certificate?

    No mechanically reproduced, forged, or altered Concession Certificates will be accepted. Fraudulent submission could result in federal prosecution under fraud statutes.

12. My Concession Certificate has expired. Can it be replaced?

    The Concession Certificates are limited time offers which coincide with the release of specific movies or promotions. Unfortunately, we are not authorized to exchange, replace, renew, or refund any expired certificates once the promotion has ended or the specific movie is no longer in theaters.

13. I received an expired ticket in a product I purchased. What do I do?

    Unfortunately, we are not authorized to exchange, replace, renew, or refund any expired Concession Certificates once the promotion has ended.

Other

1. I have a question or complaint about a movie theater.

   Fandango operates independently from the theaters. If you have questions regarding topics such as available theater amenities, ticket category age policies, or when a particular movie will be coming to your location, you should contact your local theater directly.

2. I have a question not listed above.

   Please Contact Us for further assistance. Be sure to mention what promotion you participated in, and any details of what you need assistance with.

   Our Customer Service hours are 8 am - 4:30 pm PST, Monday through Friday (excluding holidays). All emails will be responded to within 2-5 business days, in the order they were received.