FandangoNow

FNOW Email Response Tool: FNOW Email Responses

Movies Genres:

Family | Kids | Biography | Drama | Comedy | Romantic Comedy | Comedy-Drama | Action Comedy | Action | Superhero | Thriller | Horror | Sci-Fi | Fantasy | Documentary Independent | Foreign

TV Shows:

Action | Comedy| Crime | Drama | Sci-Fi & Fantasy | Kids | Health & Wellness |Reality TV | Competition

New content goes live every Tuesday

FANDANGONOW TERMS AND CONDITIONS

https://www.fandango.com/policies/fandangonow-policy

Privacy

Watching Content

Accounts

Obtaining Content

Payment

Your Use of the Content

Content Security

Content Requiring a FandangoNow Account

Locker Services

UltraViolet

Movies Anywhere

Availability of Downloaded or Streamed Content Requiring a FandangoNOW Account

Arbitration

Changes to FandangoNow Policy

FandangoNOW Terms and Conditions can be located by using the link provided above. All information, in the order provided can be found on this page.

ESCALATION PROCESS

Technical issues, errors, outages and negative impacts to Customers using the FandangoNOW platform are required to be escalated to the internal FandangoNOW Team immediately. The table provided below outlines the priorities for incidents based on the categorized issue type.

CRITICAL INCIDENT MANAGEMENT PROCESS

The FandangoNOW Incident Management gives a visual timeline of what happens when an issues arises and is categorized as a P0 or P1 issue.

ESCALATION RULES

Supervisors have the ability to: Process refunds, grant refund capability to Agents – these should not be escalated, they should be resolved at the Call Center level. Supervisors also have the ability to; Issue coupons, Add Rewards points/Extend dates, add update credit cards, support Customers with redeeming promo codes and credits as well as answer general FandangoNOW info and questions. Supervisors should be the first point of escalation. Do NOT Escalate to Corporate until steps to resolve the issue have been handled at the Call Center Supervisor level first.

DEVICES AND CAPABILITIES

FandangoNOW is available on over 20 platforms, divided into three categories:

Each platform has its own unique set of capabilities. Review the Device/Capability matrix to determine whether an issue needs escalating, or whether what the Customer is experiencing is due to platform differences. *Note: Some FandangoNOW content cannot be streamed through a Safari browser.

CATEGORIES

The category chart below used in conjunction with the device matrix are powerful tools that ensure we address both the needs of the business and those of the Customers we serve. Ensure familiarity with both.

PURCHASE V. RENTAL RULES

 Not all movies are available as rentals – this is defined by the Studio.

 New Content goes live every Tuesday.

ACCOUNTS

A FandangoNOW account is not required to browse content and watch trailers, however, an account will be required to rent or purchase content. A FandangoNOW account can be linked to an UltraVioletTM account that allows anytime, anywhere access to the User’s FandangoNOW library and titles.

 Fandango VIP account credentials can be used to login to a FandangoNOW account.

 If a User does not have a Fandango VIP account, they can sign up on FandangoNOW and use the same credentials to login to Fandango.

POLICY - ***IMPORTANT, PLEASE READ & ACKNOWLEDGE***

If a device is registered to an email that does not belong to the person contacting the Call Center – we are not authorized to proceed with the troubleshooting steps.

We require verbal confirmation from the Account Holder to deactivate the device from the account or perform any actions relating to the account.

If the Account Holder is not available, provide the person contacting with the hours of operation and the incident number from Oracle. The Account Holder should provide this information at callback.

ABOUT ULTRAVIOLET

UltraViolet – a way to collect, access, and enjoy movies that reside in the cloud. UltraViolet technology is supported by many leading companies. An UltraViolet movie can be recognized by the UV stamp next to the movie poster on the movie’s landing page.

 Only movies with this stamp can port to the UV library.

 Users can get UV movies either by:

 Purchasing a Blu-ray/DVD with a UV redemption

 Purchasing content that has UV functionality from various streaming providers.

 https://www.myuv.com/

POLICY - ***PLEASE READ & ACKNOWLEDGE***

LINKING UltraViolet to FandangoNOW

When troubleshooting issues relating to UltraViolet, we handle two main issues:

1. Reconciling the rights when a title purchased through FandangoNOW does not port to a User’s UV Locker

2. Educating, assisting Users with linking/unlinking their UV accounts to resolve porting issues.

Our focus is to ensure the content from FandangoNOW is visible in our platform and the User can view it in UV locker. All other issues should be directed to UltraViolet Support.

 FandangoNOW Support does not handle issues with content not porting from other providers (Netflix, VUDU…) or with titles not specifically related to FandangoNOW.

ABOUT MOVIES ANYWHERE

Movies Anywhere (MA) allows Users to connect their retail accounts (iTunes, VUDU, Google Play, etc.) and store all purchased titles in one library.

 Users are able to link their FandangoNOW account to their Movies Anywhere account in to view those movies, anytime, anywhere.

 If the User has other Retail connected accounts, they are able to view those titles as well.

 Titles on FandangoNOW that are Movies Anywhere compatible will have the MA badge displayed next to it.

LINKING A MOVIES ANYWHERE ACCOUNT TO FANDANGONOW

Users can link their MA account to their FandangoNOW account:

 My Account>Movies Anywhere or My Account>>Account Settings>>>My Account>Movies Anywhere

Customer Care – Contact information for the FandangoNOW Call Center Support Team can be accessed from this menu.

Need Assistance? We're available to answer your questions 7 days a week, from 5am-11pm PT, via any of the following:

 (855) 646-2580

 FandangoNow FAQs: https://www.fandangonow.com/help

Looking for all your devices – Same as Devices page – displays all devices activated for use via account, activation date and device ID.

Sign Out – Button/link to logoff of FandangoNOW account.

LIBRARIES

Within a User’s VIP account, content is divided into Libraries. Starting with Movies, all of a User’s movies, whether rented or purchased will appear in the Movie Library. The same holds true for the TV Shows Library.

FandangoNOW:

 Web Libraries

1. Movies

2. TV Shows

3. UltraViolet

4. Watchlist

 ROKU Libraries

1. Movie Store

2. TV Store

3. UltraViolet Library

Movies & TV Shows:

 All movies, whether purchased or rented will appear in the Movies/Movie Store library.

 TV shows/series will appear in the TV Store/Shows library.

 Movies and TV Shows badged UltraViolet or Movies Anywhere will show in those libraries and in some cases depending on the badged designation could show in multiple libraries.

o Ultraviolet content purchased, can be accessed from the the Library tab at the top of the FandangoNOW page.

o An ultraviolet account must be linked to view/play ultraviolet movies and TV shows.

 Unwatched rentals will disappear from a User’s library within 30 days

o 48 hours after the first attempt to watch (streamed/downloaded), rental will disappear from the User’s Library.

ADDING & UPDATING CREDIT CARDS

Add Credit Card

Users can add credit card information – Account Settings

ROKU

 Add credit card – my.roku.com

 FandangoNOW rentals and purchases made using the ROKU device will be charged to the ROKU account.

TV PLUS

 Users must have a payment method setup with Samsung to make purchases on TV Plus

 Users will need to add a credit card to their FandangoNOW account to make purchases outside of the TV Plus APP

UPDATE CREDIT CARD

 13008 Error – Users will receive this error if they attempt to purchase but do not have a credit card applied to the account or the credit card requires updating

 Updating a Credit card can be performed – Account Settings

For Samsung TV+ customers, please refer to the link provided: https://www.samsung.com/us/support/answer/ANS00076898/

• The “creating an account” and “signing in” tabs will display further info

PASSWORD RESET & EMAIL UPDATE

PASSWORD RESET

Users forget Password

Password reset via CSP:

 This can only be done for Technicolor account

 Agents will be able to determine the type of account when searching the users email in CSP> User Management

Password reset via Fandango.com

 This can only be done for Fandango VIP Accounts

 Agents will be able to determine the type of account when searching the Users email in CSP>User Management

 Password reset email expires in 1 hour

***Users can change their password: Account Settings menu***

EMAIL UPDATE

Users can change the email address used to access FandangoNOW by:

 Visit FandangoNOW.com/settings

 Click Account Info.

 In the Change email section, enter the new/updated email address

 Click update

 The new email address is now linked to the FandangoNOW (m-Go) profile

***Agents do not have the ability to change emails in CSP***

REFUND REQUESTS

Customers will contact the Call Center for a variety of reasons, however the most common reason within the Fandango environment are Refund requests. The typical reasons a Customer requests a refund are:

POLICY

Agents have the ability to process refunds under the following circumstances:

 Title has not been watched

o Validate via Kibana and document incident appropriately

 User experiencing buffering/playback issues

o Validate via Kibana and document incident appropriately

 Fraudulent account activity and unauthorized purchases

Refund requests should not be escalated to CET unless the User is requesting multiple refunds or the transaction is 60+ days old.

 Refer to ROKU - Users showing verifiable duplicate charges for the same movie/TV show

PROMOTIONS | COUPON CODES | GIFT CARDS

Fandango supports a variety of promotions, tenders and payment types. This variety can often create confusion – making it imperative that the Call Center Team understands which is which and how they work. Regardless the tender used, the User should always be able to apply their coupon/promo unless Fandango has restricted it in some way through the Editor Tool.

The below table highlights the details of the most frequently used types of payments.

REDEEMING PROMOTIONS | COUPON CODES | GIFT CARDS

PROMO CODES:

As part of the purchase or rental process, Users are prompted to enter promo codes.

TO REDEEM CURRENT OFFER:

• Login to FNOW account

• Select a movie or TV Episode/Season to purchase/rent

• Enter the entire promo code – select apply, ensure discount has been applied. Purchase/Rental will be reduced by amount of the promo code.

• Click Buy

• Select Watch Now – Enjoy the movie!

*** Some promotions may auto apply without having to manually enter a coupon code.***

GIFT CARDS

Once signed in and title selected - User will be taken to the checkout page to complete purchase.

Below Order Summary, select – Use Gift Card and enter the Gift Card number and PIN (if applicable)

If the purchase is more than the value of the gift card, the remaining balance will need to be paid with another method of payment. If a credit card is on file, the balance will be completed using that card.

If the purchase is less than the value of the gift card, the full amount due will be deducted from the gift card.

***Keep the gift card in a safe and secure place – gift cards cannot be applied to the account***

Complete the purchase – and enjoy the movie or TV show on any support device!

***Some promotions and gift cards will direct the User to the redemption page.***

COMMON ISSUES - PROMOTIONS | COUPON CODES | GIFT CARDS

REDEMPTION - PROMOTIONS

Things to keep in mind – Applying coupons and promo codes:

• Certain FandangoNOW promotions will be automatically applied on the ROKU device.

• FandangoNOW promo codes can only be redeemed on the website. Conduct the transaction on FandangoNOW – during checkout apply the valid promo code.

• Codes can be redeemed> www.fandangonow.com/redeem

GIFT CARDS

Things to keep in mind – applying gift cards:

• Gift Cards can only be applied via web

• Gift Cards with claim codes will not work on FandangoNOW. Gift Cards must have a 19 digit account number with a 4 digit PIN

• Eligible coupons and credits will be applied first.

• If a Users account has a credit and/or coupon, the gift card option will not appear.

• Gift Cards can be purchased> www.fandangonow.com/merchandise

TROUBLESHOOTING PROCESS

An example of troubleshooting steps for playback issues are provided below. Although, we have only provided the steps for a playback issue, these steps should be duplicated with other issues as well. The real take-away’s are;

(1) Ensure the correct device type and model are obtained and documented.

(2) perform testing.

(3) escalate if the issue can be duplicated.

(4) perform due diligence. (i.e. do not escalate, if this cannot be duplicated issue) to support the Customer.

ACTIVATING DEVICES

Some supported devices require activation to be used on FandangoNOW. Current devices requiring activation are:

Smart TVs

Samsung-FandangoNOW APP

Samsung TV+ by FandangoNOW

LG

Vizio

Sony Bravia

Hisense

Set-Top Box or Gaming Consoles

ROKU

Xbox One & Xbox One S

Chromecast – when signed in on mobile/chromecast browser. Automatic connect per the 2 available methods w/HDMI connection for TV

Nvidia Shield*

Mii Box*

Asus Nexus Player*

DE-REGISTERING/DEACTIVATING A DEVICE

De-registration is the term used by FandangoNOW for removing a device from an account. Alternately, the term deactivation can be used. Reasons a device would be de-registered are to reset and/or troubleshoot an issue, the User no longer owns the device, the device no longer works or the Customer no longer wants the device linked to the account.

Users have the ability to de-register any of their connected devices at any time.

De-registration/Deactivation Process:

1. Sign into FandangoNOW account

2. Top of page – select the “Devices” Tab

3. Click “Disconnect”

SUPPORT NOTES:

 If the device is registered to an email address that the Caller does not own, Fandango Agents are not authorized to proceed with troubleshooting steps.

 Fandango requires verbal confirmation from the Account Holder, to deactivate the device or make any pertinent changes to the account.

 If the Account Holder is not available – Provide the Hours of Operation and the incident number requesting the Owner of the account contact Fandango.

LOCATING DEVICE & MODEL IDs

With Customers having the option to register multiple devices to their account, there will be times when it will be necessary to obtain the Device and Model ID in order to distinguish which device requires troubleshooting.

*ROKU Device ID and Serial# are the same.

*SAMSUNG SMART TVs

In some cases, the APP/TV does not populate the Device ID or the ID shows as invalid in CSP. In these cases, request the User perform a full purge of the TV cache.

PURGE TV CACHE

 Power down device

 Unplug power plug from the outlet/surge protector

o 60 seconds for both

If this does not resolve the activation issue, the Customer will need a firmware update/Smart Hub reset pushed remotely via Samsung Technical Support.

 If Agents are unable to complete these steps, they will need to reach out to Samsung Support for Smart Hub reset.

 This will revert the TV to original factory settings.

PLAYBACK ISSUES – SPEED TEST

There will be times when a Customer experiences buffering, loading and playback issues – and a speed test may be required to cure the issue. Scenarios and steps for performing a speed test are shown below.

*Customer should be playing the impacted title during the speed test – this data is required and must be documented providing actual results.

Determining whether low bandwidth (the rate data can be transferred to your computer/device from a website or internet service within a specific timeframe) is the cause for failed playback, a speed test should be ran.

 Keywords that suggest low bandwidth: Loading, Buffering, Skipping.

Speed tests determine and obtain specific sets of information:

 Packet Loss – Determines how many packets of data traveling across a computer network fail to reach their destination.

 Bandwidth – The rate at which data can be transferred to a computer from a website or internet service within a specific time.

 Ping – Used to measure how quickly or successfully the attempt to stream content reaches host servers from the User’s device.

 Jitter – The amount of variation in latency/response time, in milliseconds.

COMMON ERRORS – SMART DEVICES

ROKU BILLING

Payment methods for ROKU is kept on file with ROKU – payment information resides on the Roku device (not on the FandangoNOW account) any billing issues for titles purchased through the ROKU device, direct the User to Roku Support.

The Customer has the option of purchasing through the FandangoNOW service – Ensure the Customer is aware that when content is purchased through the FandangoNOW service, they will be prompted to add a Credit Card to the account. Ensure the Customer understands, these accounts are separate entities.

 Customers commonly believe these accounts are interconnected.

 Educate Customers in the fact that – they cannot be billed through their Roku account for content purchased through the FandangoNOW service.

Users can update their payment information for their ROKU account through either of the following methods:

• Login to ROKU Account online: www.owner.roku.com

• Contact ROKU Support: 888.600.7658

ROKU SIGN – IN & SIGN - OUT

HOW TO LOGIN TO FANDANGONOW:

 Attempt to rent/purchase a title – The login screen will appear

 Once logged into FandangoNOW – Select “My Movie/TV Show Library”

o A message will appear saying “Rentals and Purchases will appear here Select the (*) button to login.”

SIGN – OUT FROM ROKU:

If the User is signed in to a FandangoNOW account on their ROKU

 If the User would like to Sign In with a different FandangoNOW account, or wants to Deregister their ROKU device, they can do so directly from the APP

 Sign Out from Movie/TV Store splash page or library

 No longer need to factory reset the device

Living Room Platform Re-Design - Kermit

FandangoNOW App has been rebuilt for Living Room devices.

 APP is LIVE on Samsung Models 2015 and later.

 These new and updated features will be rolled out to LG, VIZIO, Hisense and Vewd by end of year 2018

o When Kermit rolls out to other TV models, the look, feel and experience are the same.

New APP includes updated interface and an improved User experience. New features are:

 Signing in and out

 Update/Add a Credit Card

 Fresh Picks List

 Watchlist capabilities

 Pre-order list

Navigation Pages

Key Features:

 New featured list will appear before “New to Rent” and “New Episodes.”

 Menu options are located at the top of the screen

 Search and Settings are now badged icons located at the top of the page with: Movies, TV Shows, Library and Watchlist.

Fresh Picks List is a new list curated from FandangoNOW’s Content & Marketing Team to highlight titles that are not available on NetFlix.

 The majority of titles included in this list have high Tomatometer scores, pulled from Rotten Tomatoes

 To view the Fresh Picks list, the Customer can scroll down the navigation page until they see the heading for the list.

 If the Customer is not signed in at this time, they will have the opportunity to do when they select options such as; Library, Watchlist or Settings.

Purchase Flow

No major changes have been made to the purchase flow. Customers are provided the opportunity to apply promotional codes and gift cards to their purchase.

*Price Parity: This is when the studio decides to price all of the available definitions at one price point.

 Best Practice: If a Customer is not sure what format provides the best viewing experience for their device – if pricing is relative, suggest the highest format, it will automatically adjust to the best one.

***Something to keep in mind, if a customer is unsure of what definition will provide the best viewing experience and the price is the same for each resolution (Pice Parity) it is always best to suggest they purchase the highest definition. During Playback, resolution will automatically adjust to the correct supported definition for the device.***

Player and Player Settings

Upon selecting “Watch Now” – the new players show the following:

 RT Tomatometer and Audience Scores

 Movies Anywhere or Ultraviolet

 Film Rating

 Year Released

 Run Time

 Genre

 Resolution*

 Settings*

Library & Lists

Pre – Order List

 A pre-order list has been added to the Library so Customers can see all of the Pre-Ordered titles in one list.

Watchlist

 Customer can remove their titles directly from their Watchlist from within the APP. The list will automatically refresh and the titles removed will no longer be visible.

 Bundles are not visible in the Watchlist.

Fraud Controls

Fraud within the FandangoNOW (streaming) environment is identified and addressed the same as in the Fandango.com (ticketing) platform.

Fraud categories available to both platforms (F.com and FNOW) - incidents should be escalated to the Corporate Team.

Escalate FandangoNOW fraud incidents: FNOW Fraud Queue

 Follow guidelines as outlined in SOP 3.0 of this guide.

Glossary, Terms & Definitions

Bandwidth: The amount of data a server allows to transfer over a specific period of time.

Buffering: Pre-loading data into a certain area of memory for playback.

CSP (Customer Service Portal): Search engine used by Fandango Team to access User accounts.

Factory Reset: Software restore of an electronic device to its original system erasing all the information stored on the device.

Hard Reset: Also known as a factory reset or master reset . Refers to restoring a device to its original state prior to leaving the factory. All settings, applications and data added by the User are removed.

Hardwired: To directly connect to a computer or router.

ISP: Internet Service Provider.

IP Address: Internet protocol address.

Library EST/VOD: Pre- on demand available to buy/rent.

Operating System: Software that supports a computer’s basic functions. Ex: Windows, MAC OS.

Power Cycle: The act of turning a piece of equipment off/on again.

ROKU: Device that connects to a TV (wireless/hard wired) and streams music, movies and TV shows from the internet.

Router: Device that forwards data packets between networks wirelessly or hardwired.

Shared Bandwidth: Means bandwidth is shared among numerous users, which slows speed.

SmartTV: Television set with integrated internet features.

Soft Reset: The act of turning a piece of equipment off/on again.

Stream: Transmit or receive video/audio over the internet as a steady, continuous flow.

UltraViolet: Free digital movie locker/library connecting you a User to their entertainment on their terms.

VOD: Video on Demand.

VSF: Video start failure.

Watch List: Queue providing easy access to movies/TV shows to rent/buy in the future.

Wireless: Allows devices to connect/work without a physical connection.

What is CSP?

CSP is the FandangoNOW admin tool. This tool is used to search, track and manage Users account information. This tool can also be used to:

1. Search User, Device & Title Management

2. View purchases

3. View Coupons

4. Reconcile UV Rights | Verify UV Status

5. View rewards, add points, extend dates and view points history

6. View stored value

7. Close accounts

8. Send coupons

9. Process Refunds

10. Activate devices/View activation date of account

11. Password rest (Technicolor accounts only!)

CSP Search Options

There are 3 search options available in CSP:

1. User Management: Used to search for a User’s account.

2. Device Management: Locate devices by device ID.

3. Title Management: Search for specific titles and their release dates, promo info and prices.

***Search options are different for Agents than for Supervisors.***

KIBANA

What is Kibana?

 Kibana is an open source and analytics tool utilized by FandangoNOW. Kibana is used to search

and view data using charts and tables.

Kibana is used in conjunction with CSP (Customer Service Portal)

 Through the Kibana tool, top streaming content can be viewed

 Streaming details about movies/shows called eventType can be viewed

Using Kibana

The most common occurences are:

 Play: When the movie/show has started

 Heartbeat: This means the movie is successfully streaming.

 Pause: Will show anytime the movie is paused.

 Stop: When the User stops watching the movie

 Buffering: Any streaming interruptions caused by internet connection issues.

Logging into Kibana

1. Login using LDAP credentials

2. Select “Dashboard” in header

a. Load saved dashboard

b. Search “Unicorn for Customer Service”

3. Change search parameters

4. Search User

a. Username:NoSpaces/No Asterisk

b. Example: Username:johnsmith@gmail.com

5. User’s dashboard will appear showing the following:

a. Streaming, User, & Device Counts

b. Top streaming content

c. Device type, city, & ISP

d. Streaming events