Frequently Asked Questions

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.

3. 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.

4. 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.

5. 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.

6. 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.

7. I do not have a color printer. Will the theater accept a Concession Certificate printed in black and white?

   A black and white print-out is still a valid Concession Certificate, as long as it includes the unique 16-digit number and other pertinent information that prints at the top.

8. How do I use my Concession Certificate?

   Please take your Concession Certificate to a participating theater's box office. Present it to the cashier as payment for your concessions and have an ID as the cashier may ask for it.

9. 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.

10. 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.

11. 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.

12. 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.

13. 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.

14. 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.

15. 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.

16. 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.

17. 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.