First reported by Business Insider, some complained on Twitter that users who tried to cancel their subscriptions were automatically enrolled in a “new plan,” detailed in a confirmation email.
“Please note: if you had previously requested cancellation prior to opting-in, your opt-in to the new plan will take priority and your account will not be cancelled,” reads one email, apparently sent by the MoviePass team.
One user received the same email from MoviePass confirming his new plan, a day after he apparently cancelled his subscription, and also received an error message when trying to cancel within the app. Others reported receiving similar emails and messages.
I finally canceled my @Moviepass subscription yesterday and today I got this email. Then I tried to quit AGAIN, and it wouldn’t let me. What kind of Twilight Zone shit is this pic.twitter.com/1lv1OG2we3
@johncampea Hey John want to hear how shady @MoviePass is. I cancelled my account 2 weeks ago. Now get an email saying since I cancelled prior to change my account is active again. When I try and recancel I get an error saying failed to cancel. Hear of this happening to others ? pic.twitter.com/olGXqAIFpq
But if the company is, in fact, re-subscribing customers who have cancelled their subscription, this seems highly irregular. MoviePass accounts, once cancelled, will remain active until the end of the billing month, and according to the terms, you won’t be able to reactivate your account or start a new subscription for nine months.
So automatic reactivation? It should technically be impossible.
UPDATE: Aug. 15, 2018, 9:36 a.m. AEST MoviePass told Mashable the company has “fixed the bugs,” and apologised to members, maintaining that “none of our members have been opted-in or converted to the new plan without their express permission.”
“We are in the process of transitioning our members to the new, $9.95 plan, which launches officially on August 15,” a spokesperson said. “Those who have not already done so will continue to have the choice of either opting in or canceling their membership over the course of the coming weeks. Monthly subscriptions will automatically expire for members that do not respond by the end of their billing cycle.
“On Monday, August 13th, we learned that some members encountered difficulty with the cancellation process. 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.”
Additional reporting by Johnny Lieu, Proma Khosla, and Adam Rosenberg.