Since November, almost 20 people got in touch with Business Insider to say they attempted to cancel but couldn’t because of an error message, which said “operation couldn’t be completed.” The site contacted MoviePass and a spokesperson said they are aware of the issue.
"We identified and resolved an issue impacting a small number of users who are facing difficulty canceling their subscriptions," MoviePass said. "As always, we offer many other avenues for canceling your subscription, including contacting customer service through the chat feature in our app or website, or calling our customer service phone number located on the back of a user's MoviePass card."
Previously, users had to pick a “reason for cancellation” from a drop-down menu, and if they didn’t, they would also get an error message.
Troubles with MoviePass have been well-documented. In August, a number of users who canceled the service were unknowingly re-enrolled and weren’t able to cancel again. Some of them got an email saying they were confirmed in a new plan, and that an "opt-in to the new plan will take priority."
Despite its troubles, MoviePass recently announced that it is trying out a new pricing strategy.
Beginning in January, MoviePass will offer three plans, each offering three titles a month – a maximum of 36 titles annually. The Select plan is the most basic, with a monthly charge of between $10 to $15 based on geographic location. According to The New York Times, the choices will be limited to certain titles and certain days. The All Access plan is the next level up, followed by The Red Carpet, which will cost between $20 to $25 and include 3-D or IMAX films.