Frequently Asked Questions
My Reward Code is not being accepted.
Be sure you are entering it exactly as it is printed. Some helpful tips if your Reward Code is hard to read:
- The code does not include '0' or '1'
- The code does not include 'B', so this character might be an '8' or 'E'
- The code does not include 'I',‘N’ or ‘O’
- The code does not include 'S', so this character might be a '5'
- The code does not include 'U'
- The code does not include 'Z', so this character might be a '2'
The website gives an error message stating my Reward Code was already entered.
Once your Reward Code has been activated, the website will not allow you to enter it again. You should have received an automatic confirmation email with a link to print your Movie Certificate when you activated it. Please note, the confirmation email may be directed to your junk mail or spam folders, so you should check these folders as well.
The website gives an error message stating my Reward Code has expired.
Once the Reward Code expires, it can no longer be activated on the website. The Movie Certificates are provided as part of 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 Reward Codes.
The Movie 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 Movie 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 Movie Certificate is present at the theater.
I am redeeming a Movie 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 Movie Certificate in the name of the adult who would be presenting it at the movie theater.
I selected a movie theater in my area, so why did the Movie Certificate include a different address?
The address appearing on the Movie 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 Movie Certificate for payment.
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 Movie 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.
I do not have a color printer. Will the theater accept a Movie Certificate printed in black and white?
A black and white print-out is still a valid Movie Certificate, as long as it includes the unique 16-digit number and other information that prints on the bottom portion.
How do I use my Movie Certificate?
Please take your Movie Certificate to a participating theater's box office. Present it to the cashier as payment for your movie ticket and have an ID as the cashier may ask for it. If you have multiple Movie Certificates, these may be used for the same movie showing as long as the person whose name is indicated on each Movie Certificate is present.
Which theaters accept Movie 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 Movie Certificate.
Can I use my Movie Certificate to purchase advance tickets online?
Movie Certificates are not valid to use to buy tickets online. They are only valid at a participating theater's box office. If the movie theater is willing to sell tickets in advance then you may use your Movie Certificate to do so. However this can only be done in-person at the movie theater box office.
The theater's admission price is more than the value of my Movie Certificate. Will they still accept my Movie Certificate?
Yes, but you are responsible to pay the difference between the Movie Certificate value and the theater's admission price using cash or a credit card.
The theater's admission price is less than the value of my Movie Certificate. Can I use the remaining amount to buy concessions or for multiple admissions?
No. No credit or change will be given for any unused portion of a Movie Certificate. Your Movie Certificate is only valid according to the restrictions stated on it.
What can I do if I lose my Movie Certificate?
You will receive a confirmation email, which includes a link to print your Movie 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 Movie Certificates will not be replaced or refunded.
Can I make copies of my Movie Certificate?
No mechanically reproduced, forged, or altered Movie Certificates will be accepted. Fraudulent submission could result in federal prosecution under fraud statutes.
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.
My Movie Certificate has expired. Can it be replaced?
The Movie 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 Movie Certificates once the promotion has ended or the specific movie is no longer in theaters.
The movie specific to my Movie Certificate is no longer playing in my area.
Please note, your Movie Certificate is only valid through the expiration date listed or until the specific movie is no longer in theaters (whichever comes first). If the specific movie listed on your Movie Certificate is no longer playing at any participating theaters in your area, your Movie Certificate cannot be replaced.
I received an expired ticket in a product I purchased. What do I do?
Unfortunately, in-store promotions are limited time offers which usually coincide with the release of specific movies. Unfortunately, we are not authorized to exchange, replace, renew, or refund any expired Movie Certificates once the promotion has ended.
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.