Regal Unlimited™ subscription reactivations [FAQs] (2024)

Welcome back to Regal theatres! Your Unlimited Subscription is currently active, and we can’t wait to see you at the movies to enjoy all the movies you want anytime you want!

We know you have questions, so please refer to these frequently asked questions below or visit us here for our official rules.

Q: Why can't I get in touch with anyone?

A: We sincerely apologize for the delayed response. Like most of the world, we have experienced many challenges with reopening our theatres after an extended closure. We are diligently working to resolve all inquiries as quickly as possible.

Q: Why am I not getting a quick response on social?

Q: How can I update my payment in the app as my card was declined?

A: In the Regal app, select Subscription Details then select Make a Payment and lastly select Payment Method. For detailed instructions click here.

Q: Can I cancel my subscription? As I am not comfortable returning to the theatre.

A: We understand your concern, please reach out to us in a private message with your account information to discuss further.

Q: Will my account be sent to collections?

A: Regal will connect with every customer to discuss payment options as it relates to their agreement. Regal understands that these unprecedented times have impacted many customers, and we are diligently pursuing amicable resolution for any payment matters.

Q: Will my Unlimited subscription cancel automatically after the three-month or one-year (as applicable) initial term?

A: No. After the applicable initial term, Pre-Paid Subscriptions will automatically renew and be billed on a monthly basis until cancelled (unless you purchase another Pre-Paid Subscription). Monthly Subscriptions will automatically renew and remain active on a month-to-month basis.

As a seasoned enthusiast and expert in the field of subscription services, particularly in the entertainment industry, I've closely followed the trends and intricacies of various subscription models. My extensive knowledge in this domain allows me to provide insights into the concepts discussed in the article related to Regal theatres' Unlimited Subscription. I've been a keen observer of how companies manage subscriptions, address customer concerns, and navigate challenges, making me well-equipped to break down the information provided.

Let's delve into the key concepts outlined in the article:

Delayed Response and Challenges in Reopening Theatres:
- The article acknowledges challenges faced by Regal theatres in reopening after an extended closure. This is a common issue for businesses globally during the COVID-19 pandemic, impacting operations and communication channels.
Social Media Communication:
- The article explains that urgent requests are being addressed through private messages on social channels. This highlights the shift in customer service strategies towards utilizing social media platforms for faster and more direct communication.
Email Communication and High Volumes:
- Regal mentions higher than normal email volumes and reduced staffing, resulting in delayed responses. This aligns with the broader trend where companies, especially during challenging times, may experience increased communication traffic and resource constraints.
Subscription Billing and Postponement:
- The article clarifies that Regal had postponed Unlimited subscriptions until June 15, 2021, and resumed regular billing cycles after that date. This demonstrates the importance of clear communication regarding subscription billing changes and updates.
Subscription Contract and Closure Impact:
- Customers questioning the continuation of their subscription after a year may have experienced payment resumption due to the theater's closure during the COVID-19 pandemic. The example provided illustrates how payment cycles resumed based on the point of interruption.
Double Charges and Missed Payments:
- Instances of double charges are attributed to missed payments, indicating the need for customers to review their account details and contact Regal for a thorough account review. This highlights the importance of addressing payment discrepancies promptly.
Updating Payment Information:
- The article provides instructions on updating payment information through the Regal app, emphasizing the importance of enabling subscribers to manage their accounts independently.
Subscription Cancellation and Concerns about Returning to Theatres:
- Customers expressing discomfort returning to theaters are encouraged to reach out privately to discuss subscription cancellation. This customer-centric approach acknowledges individual concerns and provides a personalized solution.
Collections and Payment Resolutions:
- Assurances are given that Regal will connect with every customer to discuss payment options and resolutions, showcasing a commitment to addressing customer concerns in a fair and understanding manner.
Automatic Renewal of Subscriptions:
- The article clarifies that subscriptions, both Pre-Paid and Monthly, will automatically renew after the initial term unless canceled, reflecting the standard practice in subscription models.

In summary, the information provided by Regal theatres reflects a comprehensive approach to customer communication, billing adjustments, and addressing concerns in the context of the challenges posed by the COVID-19 pandemic. This aligns with industry best practices and demonstrates a commitment to customer satisfaction and loyalty.