Fnow Referral

I apologize for any inconvenience you have experienced. You are actually in need of support from our sister company, FandangoNOW. At Fandango.com, we support movie ticket sales, and theater information questions. To contact them on the phone, please call (855) 646-2580. Alternatively, you may chat with them as well. I can provide instructions to contact them via chat if you like?

Please navigate to FandangoNOW.com, and scroll all the way to the bottom. You will see a link that says, "Contact Support." Once you get to the next page, you will see a link at the top right side of the page, which says, "Live Chat." Just fill out your information, and you will be in touch with our FandangoNOW team as soon as possible.

-- Cache Resets--

Clearing Chrome Cache

1. Press CTRL + H.

2. Press, "Clear Browsing Data" on the left side.

3. In the next pop up box, click the drop down and select "the beginning of time".

4. Ensure the boxes for " Cookies and other site data" and " Cached images and files" are all checked.

5. Click on clear browsing data

6. Close your browser and reopen it.

Clearing Safari Cache

1. Click Safari in the upper-left corner of the main menu bar, and select the Preferences.

2. Click the Advanced tab and check the box directly to the left of the Show Develop menu in menu bar option to add the menu to Safari by default.

3. Return to the Safari menu bar and click the Develop option.

4. Select the Empty Caches link.

Clearing Firefox Cache

1. Click on the three vertically stacked bars in the upper right-hand corner

2. Select the History icon

3. In the History menu, select Clear Recent History

4. Choose the range to clear from the drop down menu, and select Clear Now

Clearing Microsoft Edge Cache

1. Open Microsoft Edge. It's a white "e" on a blue background.

2. Click on the 3 dots located in the top-right corner of the Edge window.

3. Click Settings. It's at the bottom of the pop-out menu.

4. Click Choose what to clear. This option is below the "Clear browsing data" heading about halfway down the Settings menu.

5. Make sure the "Cookies and saved website data" box is checked. This is the option that will clear your Edge browser's cookies; you can uncheck every other box on this menu if you like.

6. Click Clear. It's below the different types of data. Doing so will clear your browser's cookies.

Clearing Internet Explorer Cache

1. Click on the 'tools' icon represented by the gear in the upper-right corner

2. Select Internet options and then select the General tab

3. Click the gray Delete button within the Browsing history section

4. Check the box directly left of Temporary Internet files and websites files - along with any other browser data you wish to clear - and click the gray Delete button in the bottom-right corner of the window.

Subject Lines

Partial Ticket Refunds

Partial Ticket Refund Inquiry

Fail / Void

Failed / Void Inquiry

Failed / Void Transaction

Failed / Void Purchase

Promo Codes

Promo Inquiry

Expired Promo Code

Refund

Refund request

Refund Inquiry

Exchange

Exchange Request

Exchange Inquiry

Account Deletion

Delete Account Request

Gift Card

Gift Card Purchase Inquiry

CHAT SCRIPTS

Ghost

Are you still with me, $contacts.name.first?

Fandango #Survey

We appreciate feedback from our customers. Would it be alright to send you a survey via email based on how I was able to take care of you today?

You're welcome $contacts.name.first. We appreciate feedback from our customers. Would it be alright to send you a survey via email based on how I was able to take care of you today?

Service Fee

As a free service to all of our users, Fandango provides showtimes, movie listings, and theater information for most theaters in the United States. We provide this service free of charge so that our customers always have access to the information they need to plan a trip to the movies.

However, Fandango is an independent company and does not receive any portion of the theater ticket revenue. The per ticket convenience charge is collected by Fandango so that we may continue providing our customers with a convenient ticketing service. Convenience charges currently range from $1.00 to $1.35 per ticket depending on your geographic location. IMAX screenings and some special events have a $2.00 convenience charge. The exact per ticket convenience charge is listed on the Order Review page (the page just before you complete your purchase).

Our service fees are non refundable if you process refund back to your original form of payment, however, our service fees can be waived if you apply an AMC Stubs membership and/or a Marcus Rewards membership loyalty card attached to your Fandango VIP account during your purchase while signed into your Fandango VIP account with the email: $contacts.email.

You can attach your loyalty card(s) at the following link once your signed into your Fandango VIP account.

AMC: https://www.fandango.com/account/rewards?cid=7

Marcus Rewards: https://www.fandango.com/account/rewards?cid=78

GIFT CARDS

May you provide the gift card number along with the pin or claim code please?

Gift Card System Down

=====Private Notes==========

CU inquired about purchase with GC

Advised CU that GC systems are going through updates

Advised CU they will be contacted via email once our GC system is back up and running

=======================

I do apologize that you're experiencing these issues $contacts.name.first. Our gift card system is currently updating to provide a better experience for our customers and purchases are temporarily offline at this time. We can notify you once our system is back online via email or you're welcomed to check back at a later time, typically (2-4 hours), to see if our gift card services are back online. I appreciate your patience while we improve our systems to better your experience. Do you have any additional questions that I may address for you today $contacts.name.first?

Loyalty Rewards Links

You can attach your loyalty card(s) at the following link(s) once you're signed into your Fandango VIP account.

AMC: https://www.fandango.com/account/rewards?cid=7

Marcus Rewards: https://www.fandango.com/account/rewards?cid=78

Create Fandango VIP Account

Searching our system we see that you made your purchase as a guest. Due note that purchasing as a guest will not allow you to partake in our perks & reward program. Additionally, you will be ineligible for any refunds or exchanges if anything goes wrong with your purchase.

Please create a FREE Fandango VIP account with your following email: $contacts.email.

http://www.fandango.com/fandangovip

After you have created your account, you will be able to make use of our Self-Service feature to process your own refund or exchange.

CET

I am glad you asked. Since I made you aware that I am unable to do anything myself,

I can certainly send up a request to our Corporate Escalation Team for them to review this incident. Once I send up a response to our Corporate Escalation Team, they will take 3-5 business days to review it. Once they review it, I will follow back up with you via email letting you know what they informed me. Does this work for you $contacts.name.first?

Self Service

We can't change the transaction details once an order is complete, but we process an exchange for the entire order so that you may repurchase the correct amount of tickets! I can walk you through the process if you'd like?

1.) Once you've logged into your Fandango VIP account, click 'My VIP Account' in the upper right corner, then in your Purchase History you'll see your upcoming tickets listed.

2.) Now look for the link that says 'Can't make the show?' right next to the 'View Order Details' button.

3.) Choose exchange and/or refund, select a reason from the drop down menu, then click 'Continue'.

4.) On the Review page, if anything doesn't look right, or if you want to change your mind about the type of return you selected, just click the 'Cancel and Start Over' link.

Self Service Promo Instructions

Once your promotional code is active, please follow these steps to utilize your promotional code to purchase tickets.

1.) Once you've logged into your Fandango VIP account, please search for the theater you wish to attend by searching the zip code of your local area or zip code of the theater.

2.) Once you've selected your theater, please select the date you would wish to attend your movie.

3.) Once you've selected the date, please choose a time you wish to see your movie.

4.) After selecting your time, you may be asked to reserve the seats you would like to sit in. Please select the seats you would like to reserve and click "Continue" to reach your checkout page.

5.) Once you're on the checkout screen, please look towards the bottom to find alternative payment methods. Please select, "Use Promo Code".

6.) Enter your promotional code with the dashes which should look like, "12AB-123ABC-AB12" and click, "Apply".

7.) Your promo should now be applied to allow to you complete your purchase.

Fandango Vs. FandangoNOW:

Fandango is our service used to provide tickets in order to go see a movie at your local theaters whereas FandangoNOW is our service that provides movies that are capable of being streamed directly to your device(s).

Ticket Redemption:

Thank you for your patience $contacts.name.first. For the theater selected, you are also able to see your show and redeem your tickets if you bring the confirmation number associated with your order or credit card used for the purchase to the theater box office or self serve kiosk.

Reserved Seating:

I have confirmed that the theater you purchased for does in fact have reserved seating. However, the auditorium for the show does not and has open seating which is why the seating chart did not appear.

Seating

The reason you are seeing your seats not available is because they go into a temporary reservation state once you select them. If you don't complete the order, the seats will refresh and be available within 15 minutes of your first purchase attempt.

PRINTED TICKETS DENIAL

While investigating your request, we have found that our system shows your tickets were printed out from the theater, or retrieved electronically. Unfortunately once our system shows that the tickets have been picked up we are unable to offer a refund or an exchange for Fandango credit.

AFTER SHOW DENIAL

After checking your order, I see that it is already after the show time. Unfortunately, this means we are not able to offer a refund or exchange for your tickets. I apologize, but we can only offer refunds and exchanges before show time.

_____________________________

I see that it is after show time at this point. We do give you the option of processing your own refunds and exchanges through your VIP account in the purchase history. We do have a strict policy that states we do not offer refunds or exchanges after the show time. I apologize for the inconvenience, and would be happy to clarify steps you can take to avoid this situation in the future.

AFTER SHOW NON VIP

I see that it is after show time and you're not a Fandango VIP member. We do give you the option of processing your own refunds and exchanges through your VIP account in the purchase history however if you purchase as a guest, you opt out of allowing Fandango to be able to provide you any refund and/or exchange. We do have a strict policy that states we do not offer refunds or exchanges after the show time as well as not being able to offer refunds and/or exchanges to non Fandango VIP members. I apologize for the inconvenience this may have caused.

(Pushback)

I know that we do allow customers the option to check on their orders through the VIP account, as well as to refund or exchange if need be. Once the show passes, the theater is compensated for your tickets, whether you are there or not. I apologize for any disappointment this may cause.

We do ask our customers to double check their order details before confirming their checkout. Once the movie begins, we are unable to process any kind of refund and/or exchange. Since you were not able to contact us before showtime due to an incorrect theatre selection, we would not be able to process a refund and/or exchange at this time. I do apologize for the inconvenience this may have caused.

Refund Vs. Exchange

Choosing a refund will allow the money to go back to your original payment method in the amount of $XX.XX minus the non refundable service fee of $XX.XX which would take 5-7 (7-10 PayPal) business days. However, choosing an exchange gives you a full return in the amount of $XX.XX back to your Fandango VIP account which would apply immediately, never expire and automatically apply to your next purchase. Which would you prefer $contacts.name.first?

Refund / Exchange SS Option

Please log into your www.fandango.com account and log in using Fandango VIP email: $contacts.email. Once you're logged in, please use the following link to access your purchase history: https://www.fandango.com/account/mypurchases

Once in your purchase history, please select the movie you made your purchase for and choose the option, "Can't make this show?". At this point, you would be able to process you refund and/or exchange.

$6 Summer Loyalty Rewards Promo

I see that you used our $6 Summer Loyalty Rewards promotional offer. Please allow me a few moments to provide you your return options. I appreciate your patience while I gather the necessary information to provide to you.

$6 Summer Loyalty Rewards Promo:EXCHANGE

Choosing an exchange gives you a full return in the amount of $XX.XX back to your Fandango VIP account which would apply immediately, never expire and automatically apply to your next purchase as long as your signed into your Fandango VIP account.

__________________________

Concerning the part of your order that has the $6 Summer Loyalty Rewards promotional offer, we are not able to use the promotional code on any other order as it's only good for a 1 time use. However, the 600 points that were not used on this purchase is eligible for me to put back onto your Fandango VIP+ account which also applies immediately.

__________________________

Does this work for you $contacts.name.first?

$6 Summer Loyalty Rewards Promo:REFUND/EXCHANGE

Choosing a refund will allow the money to go back to your original payment method in the amount of $XX.XX minus the non refundable service fee of $XX.XX which would take 5-7 (7-10 PayPal) business days. However, choosing an exchange gives you a full return in the amount of $XX.XX back to your Fandango VIP account which would apply immediately, never expire and automatically apply to your next purchase as long as your signed into your Fandango VIP account.

_________________________________

Concerning the part of your order that has the $6 Summer Loyalty Rewards promotional offer, we are not able to use the promotional code on any other order as it's only good for a 1 time use. However, the 600 points that were not used on this purchase is eligible for me to put back onto your Fandango VIP+ account which also applies immediately.

Which type of return would you prefer $contacts.name.first?

Processed $6 Summer Loyalty Rewards Exchange

I have processed the amount of $XX.XX back to your Fandango VIP as well as added the 600 points back to your Fandango VIP+ account which have applied immediately. Do you have any additional questions that I may address for you today $contacts.name.first?

Processed $6 Summer Loyalty Rewards Refund

I have processed the amount of $XX.XX back to your original form of payment as well as added the 600 points back to your Fandango VIP+ account which have applied immediately. Please allow 3-5 business days for the funds to become available for you to use. Do you have any additional questions that I may address for you today $contacts.name.first?

Processed Exchange

I have processed the amount of $XX.XX back to your Fandango VIP account. Do you have any additional questions that I may address for you today $contacts.name.first?

Processed Refund

I have processed the amount of $XX.XX back to your original form of payment. Please allow 3-5 business days for the funds to become available for you to use. Do you have any additional questions that I may address for you today $contacts.name.first?

Promo Codes

After reviewing your order, I see that you paid in part with a promo code. I can process a return for the amount paid out of pocket, but the code can't be replaced or refunded because it has no cash value.

The promo code is designed to edit the price of a ticket (or tickets), up to a certain amount. However, the code itself is like a coupon. Most coupons cannot be used again once redeemed. Once a coupon is redeemed on Fandango, it is no longer usable. Additionally, a promo code would be forfeited during a refund or exchange.

TIME SENSATIVE

I will also mark this matter as time sensitive to expedite the process.

Follow Up

Thank you for your patience $contacts.name.first. I see that your request was sent to our Corporate Office, but it has not been reviewed yet. I apologize about the turnaround time. However, I will send a follow up request and be sure to mark it as time sensitive for you. Time sensitive requests are typically handled in 24-72 business hours. We will also send you an email once the matter has been reviewed.

Time sensitive requests are typically handled in 24-72 business hours. We will also send you an email once the matter has been reviewed.

Agent Purchase: ( NEVER )

Unfortunately, we are unauthorized to make transactions for our customers.

Hold

Please allow me a few moments to look further into this for you $contacts.name.first.

Please allow me 2-3 minutes to investigate your inquiry $contacts.name.first.

Please give me two to three minutes to investigate your request $contacts.name.first.

Confirmation Number

May I have the confirmation number in regards to this order please?

Apologize

I do apologize that you're experiencing difficulties when trying to redeem a gift card.

I do apologize that you're experiencing difficulties when trying to redeem a promo code.

I do apologize that you're experiencing difficulties with our Fandango website.

I do apologize that you have yet to receive the confirmation page to a recent purchase.

GWP

[Enter GWP Statements Here]

Response

Thank you $contacts.name.first for making Fandango your choice for online movie ticketing. Have a great day!

No Response

If you need anything else, we can be reached Monday-Sunday 9am to 1am EST. Thank you for making Fandango your choice for online ticketing. Have a great day!

Assist

Is there anything else that I can assist you with today, $contacts.name.first?

I'll be more than happy to look into this for you $contacts.name.first.

Do you have any additional questions that I may address for you today, $contacts.name.first?

I understand you're contacting us today to verify a recent purchase.

I understand you're contacting us today in regards to an accidental purchase on the wrong date.

Let me go ahead and see what I can do on my end to be able to assist you with this matter $contacts.name.first.

Theater Purchase Inquiry

May I have the confirmation number to your order please $contacts.name.first.

Would you mind double checking your confirmation number for me and provide it to me again as I was not able to locate any orders with the first confirmation number you provided.

Apologize/Assist

I do apologize that you're experiencing these issues. Let me go ahead and see what I can do on my end to be able to assist you with this $contacts.name.first.

I certainly apologize for the matter. Let me go ahead and see what I can do on my end to be able to assist you with this $contacts.name.first.

Thank you for your inquiry. Let me go ahead and see what I can do on my end to be able to assist you with this matter $contacts.name.first.

Thank you for your inquiry. I'll be more than happy to assist you in the matter $contacts.name.first.

I am sorry to hear you aren't able to make it to your show $contacts.name.first.

I certainly apologize for the matter. Do you have any additional questions that I may address for you today, $contacts.name.first?

Apologize

I do apologize that you're experiencing these issues.

I certainly apologize for the matter.

I am very sorry to hear of this problem you experienced. I'll be happy to look into this for you today $contacts.name.first.

Appreciations

I appreciate it $contacts.name.first.

You're very welcome $contacts.name.first. :)

Thank you for providing me that information $contacts.name.first.

Thank you for your patience $contacts.name.first.

Hello $contacts.name.first. Thank you for clarifying this for me.

Thank you for letting me know. Please allow me a moment to process this request for you today $contacts.name.first. I surely appreciate your patience in the matter while I go start working on this for you.

Passwords

May I send you a password reset from our systems?

It should be within your inbox in a minute or two.

May I ask which kind of device you are using to do this password reset?

Great, which browser are you currently attempting this password reset in?

A password reset link has been sent to your email from password@movies.fandango.com

Add this email to your address book to make sure it goes to your inbox. Please note that it may take a few minutes to receive the message.

Accounts

Let me know if you are still unable to login.

I am happy to hear you were able to make it back into your account.

Browsers

Which browser are you currently using? Google Chrome, Microsoft Edge, Mozilla Firefox and/or Internet Explorer?

Devices

May I ask which kind of device you are using?

Gift Card Purchased From Retail Location

It looks like your gift cards were purchased at a retail location. We would not be able to activate these gift cards unfortunately due to them coming from a retail store. What you can do from this point is contact who you received the gift cards from to find out where they purchased them at. Once you find out the retailer, you would have to take the gift cards back to that retailer to have them activated. What happened was, the cashier swiped the gift cards and but never activated them during the point of sale. I do apologize for any inconvenience this may have caused $contacts.name.first.

NO ORDER/CALL IN

Since I am not able to locate your order at this time, you're welcomed to call our Fandango Customer Service line at the following number: 1-866-857-5191.

If you provide the agent your credit card number, they will be able to locate your order immediately.

Void

This is actually a failed purchase. I can understand that you are seeing the funds in a pending state in your account. This is typical and the bank will also see that the funds are in this pending state. This is known as a temporary authorization process, and the funds will be made available in your account again within 3-5 business days. (5-7 for PayPal)

The bank will follow a procedure to verify your account information, as well as to test the available funds in your account before the transaction goes through. This happens with each transaction on your account. When the transaction fails, the authorization process would still have to happen in the beginning of the transaction. Therefore, the authorization will always happen, even if the transaction itself fails.

The best solution at this point would be to contact the bank, and see if they would be able to release the funds early.

Thank you for your patience, $contacts.name.first. I do see the failed transactions that you are referring to. Unfortunately, I am unable to identify as to why they failed. The only time we are able to identify why a transaction is voided is when the zip code is entered incorrectly. However, this wasn't the case at this time.

Gift Cards

Would you please provide me with the gift card number, or claim code for your gift card?

May I also have the PIN on the back of your gift card?

After checking this gift card, I see there is a balance of $[balance] remaining.

Looking into this order, I see a gift card was used to make the purchase. We would be able to offer an exchange for Fandango credit, which will put the full credit of your purchase on your VIP account for later use.

Confirmation Number

I do apologize, I'm unable to find your order with the email address provided. Would you happen to have a confirmation number, or another email address for me to search with?

I see that your confirmation number is [number] for this transaction.

I am seeing multiple transactions. Are you referencing [confirmation number], or [confirmation number]?

Account Delete

I can certainly take care of that request for you. Once your account is deleted, you will lose any remaining Fandango credit, and your purchase history. Furthermore, you will not be able to create a VIP account under this email address in the future. Are you sure you wish to have your account deleted?

Missing VIP+ Points

After reviewing your Fandango VIP+ account, I see your Summer Loyalty Points were not added 24 hours after the start of the movie. This is a known issue and I will have to escalate this request to our Corporate Escalation Team in order to have the points added to your account. When I escalate this, I will follow up with you via email letting you know I have escalated this request to our Corporate Escalation Team. Once our escalation team follows back up with me, I will follow back up with you letting you know your Summer Loyalty Reward points have been added back to your Fandango VIP+ account. Does this work for you $contacts.name.first?

P.s. Please see top of script for Private Notes and Escalation Email Script.

Before Show: Non- VIP

I'll be happy to clarify how you can work on a return for your tickets.

I see that you do not have a FandangoVIP account. In order to be eligible for refunds or exchanges, we would need to have you set up an account with the email address used for the purchase. Would you like me to guide you through the process of setting up an account?

Before Show: VIP

I am sorry to hear you aren't able to make it. I'll be happy to clarify how you can work on a return for your tickets.

I see you do have a VIP account, which enables for worry free ticketing. Since it is before the show, you are able to process refunds or exchanges through your VIP account in the purchase history. Would you like me to guide you through that process?

Clear purchase history

Currently, there would not be a way to delete your purchase history. The only way to start over would be to initiate a new VIP account under a new email address. These accounts would not be associated, and will not be able to merge.

Feedback

We do appreciate your feedback, as we are always looking to improve. I will surely note any concerns you may have for our team to address in the coming updates.

I have noted your concerns, and we will certainly keep them recorded for review. Again, thank you for bringing this to our attention.

TH referral Reward Points

I am sorry that you did not receive your reward points. I'll be happy to clarify how you would go about getting this fixed.

We are unable to add reward points to your card through our system. I would recommend to retain a copy of your confirmation page, and present that to the theater staff the next time you are there. The customer service desk should be able to accommodate your request.

Gift Card Purchase Instructions

Finding the balance of your gift card is easy! You can go to Fandango.com and click on "Gift Card," in the right hand corner, and then click on "Check Balance." You will see a field to enter the gift card number, as well as a captcha system to verify security. Once the captcha is complete, the balance of your gift card will be displayed.

Finding A Purchase via Theater Search

In order to locate your order, I would need to confirm a few things. May I have the name of the name of theater, date, movie and the time you're wanting to make your purchase for please?

I appreciate you clarifying that information. Please allow me a moment to locate your order for you today $contacts.name.first.

FNOW Referral

I apologize for any inconvenience you have experienced. You are actually in need of support from our sister company, FandangoNOW. At Fandango.com, we support movie ticket sales, and theater information questions. To contact FandangoNOW on the phone, please call (855) 646-2580. Alternatively, you may chat with them as well. I can provide instructions to contact them via chat if you like?

Please navigate to FandangoNOW.com, and scroll all the way to the bottom. You will see a link that says, "Contact Support." Once you get to the next page, you will see a link at the top right side of the page, which says, "Live Chat." Just fill out your information, and you will be in touch with our FandangoNOW team as soon as possible.

FNow Scripts

FandangoNOW Survey:

Dear $contacts.name.first,

Thank you for being a FandangoNOW customer. We would appreciate your feedback on this short survey; it should take less than 3 minutes to complete.

The link to the survey will be received in a separate e-Mail.

We are a service-driven company, and our goal is to always exceed your customer service expectations. More importantly, if we're not consistently delighting you with our services, we want to know how to improve FandangoNOW for the best possible experience.

Best regards,

$incidents.assigned.acct_id

FandangoNOW Customer Support

www.fandangoNOW.com

Wireless access: mobile.fandangoNOW.com

*******************************************************************************************

CET

Dear $contacts.name.first,

Thank you for your prior contact and we apologize for any inconvenience you may have encountered.

Thank you for your phone call and we apologize for any inconvenience you may have encountered.

Thank you for your email and we apologize for any inconvenience you may have encountered.

Corporate Escalation Team:

We have forwarded the details of your refund request to our Corporate Escalation Team for further investigation. You will receive a follow up contact in the next 3 to 5 business days at the email address you have provided to us. Please let us know if we can answer any further questions.

We appreciate your patience and understanding and we thank you for making Fandango your choice for online movie tickets.

Customer Satisfaction Survey:

Thank you for being a FandangoNOW customer. We would appreciate your feedback on this short survey; it should take less than 3 minutes to complete.

The link to the survey will be received in a separate e-Mail.

We are a service-driven company, and our goal is to always exceed your customer service expectations. More importantly, if we're not consistently delighting you with our services, we want to know how to improve FandangoNOW for the best possible experience.

Best regards,

$incidents.assigned.acct_id

FandangoNOW Customer Support

www.fandangoNOW.com

Wireless access: mobile.fandangoNOW.com

*******************************************************************************************

FRAUD

Dear $contacts.name.first,

Thank you for your prior contact and we apologize for any inconvenience you may have encountered.

Thank you for your phone call and we apologize for any inconvenience you may have encountered.

Thank you for your email and we apologize for any inconvenience you may have encountered.

Corporate Escalation Team:

We have forwarded the details of your fraud request to our Fraud Department for further investigation. You will receive a follow up contact in the next 24 to 72 business hours at the email address you have provided to us.

Customer Satisfaction Survey:

Thank you for being a FandangoNOW customer. We would appreciate your feedback on this short survey; it should take less than 3 minutes to complete.

The link to the survey will be received in a separate e-Mail.

We are a service-driven company, and our goal is to always exceed your customer service expectations. More importantly, if we're not consistently delighting you with our services, we want to know how to improve FandangoNOW for the best possible experience.

Best regards,

$incidents.assigned.acct_id

FandangoNOW Customer Support

www.fandangoNOW.com

Wireless access: mobile.fandangoNOW.com

*******************************************************************************************

If CET has NOT followed up:

Dear $contacts.name.first,

Thank you for your email and interest in FandangoNOW.

We apologize for the delay in resolving this issue. Our Corporate Team is still actively investigating the issue that you reported to us in your previous contact. Once we have received a response indicating that this issue has been resolved, we will reach out to you again via email.

Thank you for your patience and understanding. Please let us know if you have any further questions or concerns.

Best regards,

$incidents.assigned.acct_id

FandangoNOW Customer Support

www.fandangoNOW.com

Wireless access: mobile.fandangoNOW.com

*******************************************************************************************

Password Reset Email Script:

==========Private Notes======

CU was not able to access account

Educated CU on how to reset password

========================

Dear $contacts.name.first,

Thank you for your bringing this matter to our attention. We regret any inconvenience this may have caused you.

Please follow the steps below to successfully reset your password.

1.) Please visit https://www.fandangonow.com/forgotpassword and type in your email address

2.) You will be redirected to our Fandango VIP website where you will enter in your new password twice

3.) Once you create a new password, you will be asked to sign into your Fandango VIP account.

4.) Please proceed into logging into your Fandango VIP account.

- Please note: If you do not log in to your Fandango VIP account once you create your new password, you will not be able to log in to

your FandangoNOW account.

5.) Once you have reset your password and logged into your Fandango VIP account, please proceed to https://www.fandangonow.com

6.) Please log in with your new credentials on FandangoNOW

We appreciate your patience and making FandangoNOW your choice for online movie streaming.

If you have any other concerns/questions, please do not hesitate to contact us by 1-855-646-2580.

FandangoNOW Survey

Best regards,

$incidents.assigned.acct_id

FandangoNOW Customer Support

www.fandangoNOW.com

Wireless access: mobile.fandangoNOW.com

*******************************************************************************************

Missing Titles Error W/Survey:

--Private Notes--

CU inquired about missing titles

Advised CU about known issue

Provided CU HD coupon for inconvenience

Advised CU I would escalate

Escalated to CET

-----------------------

Status: Pending Investigation

-----------------------

Dear $contacts.name.first,

Thank you for your phone call and we apologize for any inconvenience you may have encountered.

Corporate Escalation Team:

We have forwarded the details of your missing titles to our Corporate Escalation Team for further investigation. You will receive a follow up contact in the next 3 to 5 business days at the email address you have provided to us. Please let us know if we can answer any further questions.

We appreciate your patience and understanding and we thank you for making Fandango your choice for online movie tickets.

Customer Satisfaction Survey:

Thank you for being a FandangoNOW customer. We would appreciate your feedback on this short survey; it should take less than 3 minutes to complete.

The link to the survey will be received in a separate e-Mail.

We are a service-driven company, and our goal is to always exceed your customer service expectations. More importantly, if we're not consistently delighting you with our services, we want to know how to improve FandangoNOW for the best possible experience.

Best regards,

$incidents.assigned.acct_id

FandangoNOW Customer Support

www.fandangoNOW.com

Wireless access: mobile.fandangoNOW.com

******************************************************************************************

Chat Email Opener:

Dear $contacts.name.first,

Thank you for your prior contact and we apologize for any inconvenience you may have encountered.

[STANDARD/FILLER]

We appreciate your patience and making FandangoNOW your choice for online movie streaming.

If you have any other concerns/questions, please do not hesitate to contact us by 1-855-646-2580.

Best regards,

$incidents.assigned.acct_id

FandangoNOW Customer Support

www.fandangoNOW.com

Wireless access: mobile.fandangoNOW.com

*******************************************************************************************

Voice Email Opener:

Dear $contacts.name.first,

Thank you for your phone call and we apologize for any inconvenience you may have encountered.

[STANDARD/FILLER]

We appreciate your patience and making FandangoNOW your choice for online movie streaming.

If you have any other concerns/questions, please do not hesitate to contact us by 1-855-646-2580.

Best regards,

$incidents.assigned.acct_id

FandangoNOW Customer Support

www.fandangoNOW.com

Wireless access: mobile.fandangoNOW.com

*******************************************************************************************

Web Ticket Email Opener:

Dear $contacts.name.first,

Thank you for your email and we apologize for any inconvenience you may have encountered.

[STANDARD/FILLER]

We appreciate your patience and making FandangoNOW your choice for online movie streaming.

If you have any other concerns/questions, please do not hesitate to contact us by 1-855-646-2580.

Best regards,

$incidents.assigned.acct_id

FandangoNOW Customer Support

www.fandangoNOW.com

Wireless access: mobile.fandangoNOW.com

*******************************************************************************************

Flixster Video Shut Down Notice

Dear $contacts.name.first,

Thank you for your email and we apologize for any inconvenience you may have encountered.

Flixster Video no longer supports redemption of digital codes or playback of videos in the U.S. In addition, Flixster Video will be shutting down its website and discontinuing all related operations in the U.S. effective February 20, 2018.

However, you will still be able to watch all of the videos in your collection and redeem your digital codes through FandangoNOW. If you have not done so already, we encourage you to sign up or log in to your account at FandangoNOW and to link your UltraViolet library to your FandangoNOW account.

And now, you can also link your Fandango NOW account to Movies Anywhere, a new service that brings together your movie library from FandangoNOW and other major digital retailers - such as iTunes, Amazon Video and Google Play - in one place so that you can watch your movies when and where you want. Television shows and some movies are not currently available on Movies Anywhere, but you will still be able to watch any of those titles in your collection on FandangoNOW.

In order to access your account, please create a Fandango VIP using the same email credentials as you have used for Flixster. Please create your Fandango VIP account using the following link:

http://www.fandango.com/fandangovip

Once you create your Fandango VIP account, head to FandangoNOW by visiting the following link:

http://www.fandangonow.com/login

Please login with the same email address and password you used to create your Fandango VIP account. Once you're logged in, you will be able to access your account settings that will allow you to connect your UltraViolet and Movies Anywhere account which will allow you to pull all of the movies from your service providers into the library of FandangoNOW.

We appreciate your patience and making Fandango your choice for online movie tickets.

If you have any other concerns/questions, please do not hesitate to contact us by 1-866-857-5191.

Best regards,

$incidents.assigned.acct_id

Fandango Customer Support

www.fandango.com

Wireless access: mobile.fandango.com

*******************************************************************************************

UV Rights:

Dear $contacts.name.first,

Thank you for your previous contact and we apologize for any inconvenience this issue has caused.

I apologize that you are not able to export into your UV account. After searching our systems, we determined that UV does not always link immediately as we expect. We have gone ahead and successfully reconciled the rights with your UV on our end.

Please let us know if this you are now able to see your title ported over to UV.

We hope this information helps and thank you for making FandangoNOW your choice for online movie streaming!

FandangoNOW Survey

Best regards,

$incidents.assigned.acct_id

FandangoNOW Customer Support

www.fandangoNOW.com

*******************************************************************************************

Delete Account Request:

====Private Notes=====

CU inquired about purchase and account deletion

Advised CU to call in

=================

Dear $contacts.name.first,

Thank you for your email and interest in FandangoNOW.

If you would like to cancel the charge and delete you account, it would be best to give us a call so we can further assist you better. Our customer service phone number is of the following: 1-855-646-2580.

We appreciate your patience and making FandangoNOW your choice for online movie streaming.

If you have any other concerns/questions, please do not hesitate to contact us by 1-855-646-2580.

FandangoNOW Survey

Best regards,

$incidents.assigned.acct_id

FandangoNOW Customer Support

www.fandangoNOW.com

*******************************************************************************************

Pre-Orders:

========Private Notes============

CU inquired about Pre Order

Educated CU on Pre Order Inquiry

============================

Dear $contacts.name.first,

Thank you for your email and interest in FandangoNOW.

Pre-Orders will have the release date listed in the "Available to watch soon" section. If you see the release date here this means we have made contact with the producers to confirm this date. Unless this information is being released by the producer it can be misinformation or correct information that was updated to a new release date as issues may arrive with the producers of the film.

We appreciate your patience and making FandangoNOW your choice for online movie streaming.

If you have any other concerns/questions, please do not hesitate to contact us by 1-855-646-2580.

Best regards,

$incidents.assigned.acct_id

FandangoNOW Customer Support

www.fandangoNOW.com

*******************************************************************************************

How To Add Promo:

========Private Notes============

CU inquired about how to apply promo

Educated CU on Pre Order Inquiry

CU was able to apply promo

CU was unable to apply promo

============================

Dear $contacts.name.first,

Thank you for your previous contact and your interest in FandangoNOW.

In order to apply your coupon navitgate to FandangoNOW and please follow the steps below:

1.) Visit www.FandangoNOW.com from a PC and/or a mobile browser and select the movie you would like to purchase.

- Recommendation: Please refrain from applying promo codes directly from the device itself as the devices don't offer the same features as our website does.

2.) Once you have found the movie you would like to watch, click on,"Use Promo Code"

3.) Enter the code in the space provided and click 'Apply'.

Before you click ' Buy Now' please make sure that the discount has applied to your order.

Once you have made your purchase and the code was not redeemed at the time of purchase, we are unable to reprocess any order to apply the code. We do apologize for any inconvenience this may have caused.

However, you may apply the code to a new purchase if you wish utilizing the steps mentioned above.

We appreciate your patience and making FandangoNOW your choice for online movie streaming.

If you have any other concerns/questions, please do not hesitate to contact us by 1-855-646-2580.

Best regards,

$incidents.assigned.acct_id

FandangoNOW Customer Support

www.fandangoNOW.com

*******************************************************************************************

Device Refresh:

=====Private Notes==========

CU inquired about title playback

Educated CU on how to do basic device refresh

============================

Dear $contacts.name.first,

Thank you for your Email and we apologize for any inconvenience this issue has caused.

At this time we are unable to reproduce the error you have reported. Please use the steps below to do a device refresh.

1.) Unplug the device you're attempting to watch your movie on.

2.) Unplug router for 3-5 minutes; then plug back in and turn on.

3.) Once your router is 100% back on, turn on your device.

Once you have done a completed the device refresh, please try to play your movie/TV show again.

If you have any other concerns/questions, please do not hesitate to contact us by calling 855-646-2580.

Best regards,

$incidents.assigned.acct_id

FandangoNOW Customer Support

www.fandangoNOW.com

*******************************************************************************************

Email Unsubscribe F.com:

To unsubscribe from notification emails, hover over "My VIP Account" located on the top right of the page and select, "Manage My VIP Account". Look for the link, "Email + Preferences" located in the top navigation bar. You will have 3 options to choose from if you wish to update your email preferences. Additionally, you may follow the link below to update your email preferences as long as you're signed in:

( Enter Standard Version Link )

If you would like to unsubscribe from all of our newsletters in one click, please sign in and visit the following link:

( Enter "Detailed Version / ALL" Link )

If you have already done these steps and are still receiving Fandango emails, please attach the most recent email you have received to your reply so we can have our escalations team update your account.

( Detailed Version / ALL ) http://www.fandango.com/email-unsubscribe?ed_rid=_edid__&fid=ENTEREMAILHERE

( Standard Version ) https://www.fandango.com/account/emailpreferences

*******************************************************************************************

CLOSERS

We appreciate your patience and making FandangoNOW your choice for online movie streaming.

If you have any other concerns/questions, please do not hesitate to contact us by 1-855-646-2580.

*******************************************************************************************

FandangoNOW CHAT SCRIPTS:

Links: FNOW.com

SignIn: https://www.fandangonow.com/login

Forgot Password: https://www.fandangonow.com/forgotpassword

SignUp: https://www.fandangonow.com/signup

Redeem: https://www.fandangonow.com/redeem

GC Check: https://www.fandangonow.com/check-balance

Activate Device: https://www.fandangonow.com/activate

Links: FNOW.com ( Signed In )

Devices: https://www.fandangonow.com/my-devices

SUPPORT NUMBERS:

- FandangoNOW Support Service Number: 1-855-646-2580

- Fandango Support Service Number: 1-866-857-5191

- Roku Support Service Number: 1-816-272-8106

- Samsung Support Service Number: 1-855-726-8721

- LG Support Service Number: 1-800-243-0000

- Vizio Support Service Number: 1-855-833-3221

- Sony Support Service Number: 1-800-222-7669

- Android Support Service Number: 1-888-486-3987

- iOS Support Service Number: 1-800-692-7753

- ( Xbox ) Microsoft Support Service Number: 800-469-9269

*******************************************************************************************

FandangoNOW VIP:

Please create a FREE FandangoNOW VIP account through the following page:

https://www.fandangonow.com/signup/

*******************************************************************************************

Transactions:

Thank you for your patience, $contacts.name.first. I do see the failed transactions that you are referring to. Unfortunately, I am unable to identify as to why they failed.

*******************************************************************************************

GIFT CARDS:

May I have the gift card number along with the pin please?

*******************************************************************************************

HOLIDAY NETWORK ISSUES:

Due to our Black Friday promotional deals, it has caused a high amount of traffic to our servers. We would suggest to perhaps wait another day or two until the high volume traffic has lessened to watch the title again.

*******************************************************************************************

Ghost:

Are you still with me, $contacts.name.first?

FandangoNOW #Survey:No Thank You:

We appreciate feedback from our customers. Would it be alright to send you a survey via email based on how I was able to take care of you today $contacts.name.first?

FandangoNOW #Survey:Thank You:

You're very welcome $contacts.name.first. We appreciate feedback from our customers. Would it be alright to send you a survey via email based on how I was able to take care of you today $contacts.name.first?

Fandango Vs. FandangoNOW:

Fandango is our service used to provide tickets in order to go see a movie at your local theatres whereas FandangoNOW is our service that provides movies that are capable of being streamed directly to your device(s).

Brand:

Response:

Thank you $contacts.name.first for making FandangoNOW your choice for online movie streaming. Have a great day!

No Response:

If you need anything else, we can be reached Monday-Sunday 9am to 1am EST. Thank you for making FandangoNOW your choice for online streaming. Have a great day!

Assist:

Is there anything else that I can assist you with today, $contacts.name.first?

I'll be more than happy to look into this for you $contacts.name.first.

Do you have any additional questions that I may address for you today, $contacts.name.first?

I understand you're contacting us today to about your recent purchase.

I understand you're contacting us today in regards to an accidental purchase for the wrong movie?

Let me go ahead and see what I can do on my end to be able to assist you with this matter $contacts.name.first.

Apologize/Assist:

I do apologize that you're experiencing these issues. Let me go ahead and see what I can do on my end to be able to assist you with this $contacts.name.first.

I certainly apologize for the matter. Let me go ahead and see what I can do on my end to be able to assist you with this $contacts.name.first.

Thank you for your inquiry. Let me go ahead and see what I can do on my end to be able to assist you with this matter $contacts.name.first.

Thank you for your inquiry. I'll be more than happy to assist you in the matter $contacts.name.first.

I am sorry to hear you aren't able to make it to your show $contacts.name.first.

I certainly apologize for the matter. Do you have any additional questions that I may address for you today, $contacts.name.first?

Apologize:

I do apologize that you're experiencing these issues.

I certainly apologize for the matter.

I am very sorry to hear of this problem you experienced. I'll be happy to look into this for you today $contacts.name.first.

Appreciations:

I appreciate it $contacts.name.first.

You're very welcome $contacts.name.first. :)

Thank you for providing me that information $contacts.name.first.

Thank you for your patience $contacts.name.first.

Hello $contacts.name.first. Thank you for clarifying this for me.

Processing Return:

Thank you for letting me know. Please allow me a moment to process this request for you today $contacts.name.first. I surely appreciate your patience in the matter while I go ahead and start working on this for you.

Processed Return:

I have processed a refund for the title, "TITLE" in the amount of, "$X.XX" back to your card ending in, "XXXX". Please allow 5-7 business days for the funds to be allocated back into your account.

Denied Refund

While investigating your request, we have found that our system shows your movie is past 10 minutes. Unfortunately once our system shows that the movie time is past 10 minutes we are unable to offer a refund.

After checking your order, I see that is past 10 minutes. Unfortunately, this means we are not able to offer a refund. I apologize, but we can only offer refunds and exchanges if the movie has been watched for 10 minutes or less.

CET:

I am glad you asked. Since I made you aware that I am unable to do anything myself,

I can certainly send up a request to our Corporate Escalation Team for them to further review this incident. Once I send up a response to our Corporate Escalation Team, you will receive an email from me that I have escalated your incident. Our Corporate Escalation Team has a turn around time of 3-5 business days to review it. Once they review it, I will follow back up with you via email letting you know what they informed me. Does this work for you $contacts.name.first?

TIME SENSITIVE:

I will also mark this matter as time sensitive to expedite the process.

Time sensitive requests are typically handled in 24-72 business hours. We will also send you an email once the matter has been reviewed.

Follow Up:

Thank you for your patience $contacts.name.first. I see that your request was sent to our Corporate Escalation Team. Your incident has not been reviewed yet. I certainly apologize about the turnaround time. However, I will send a follow up request and be sure to mark it as time sensitive for you. Time sensitive requests are typically handled in 24-48 hours. We will also send you an email once the matter has been reviewed.

Pre Orders:

I do apologize that you're not seeing your pre order at this time $contacts.name.first.

I have cancelled your pre order $contacts.name.first. Is there anything else I can do for you today $contacts.name.first?

Bandwidth:

4K:

To view 4K Ultra HD content you typically need about 10mbps of dedicated bandwidth. Anything less will result in a less satisfying viewing experience, as your TV may switch back and forth between UHD and regular HD as bandwidth allows. The FandangoNOW TV app offers a bandwidth meter so you can easily determine whether your connection can support 4K streaming.

Promo:

Here's how to apply our promotional code, "PROMO" to your purchase.

1.) From our main screen, select a title you wish to purchase or rent.

2.) On the next screen you will see, " Use Promo Code" underneath " Use Gift Card".

3.) Enter in the selected," PROMO" promo code and click, " Apply".

After you have entered in our promotional code, you will see the "[PROMO DEAL]" applied to your purchase.

Merge Request:

Thank you for letting me know that you would like to have your accounts merged $contacts.name.first.

In order to merge your accounts, may I have the original FandangoNOW email and your primary FandangoNOW email that you would like to have merged please?

Thank you for providing me with your merge request account details $contacts.name.first. I will forward your request to our FandangoNOW team who completes our merge requests. Our merge requests may take up to 3-5 business days for it to be completed. Once our FandangoNOW team merges your accounts, I will follow back up with you via email letting you know your accounts have been merged.

Flixster/Flixster Video:

I do apologize that our Flixster services are currently not available at this time. While Flixster is under going maintenance at this time, we have partnered with new services such as Movies Anywhere where you can link your FandangoNOW to Movies Anywhere.

Flixster is currently undergoing maintenance at this time. I do apologize for the inconvenience $contacts.name.first

Flixster Video has exhausted their services, I do apologize for the inconvenience $contacts.name.first

I do apologize that your Flixster service is not working as intended. It is currently undergoing maintenance and at this time, we don't have any estimated time when the services will be returning. I certainly apologize for the matter $contacts.name.first.

Flixster Video is no longer available as their services are exhausted at this time. I do apologize for the inconvenience $contacts.name.first.

Agent Purchase: ( NEVER )

Unfortunately, we are unauthorized to make transactions for our customers.

Hold:

Please allow me 2-3 minutes to investigate your inquiry. I appreciate your patience $contacts.name.first.

Please give me two to three minutes to investigate your request. I appreciate your patience $contacts.name.first.

Please allow me a few moments to look into your inquiry. I appreciate your patience $contacts.name.first.

Coupons:

HD:

I would like to offer you a HD coupon for the title, "TITLE HERE".

I would like to provide you with a HD coupon. This coupon will automatically apply to your rental at no cost to you when you select any movie in HD definition as long as you're signed into your FandangoNOW account. Does this work for you $contacts.name.first?

SD:

I would like to offer you a SD coupon for the title, "TITLE HERE".

I would like to provide you with a SD coupon. This coupon will automatically apply to your rental at no cost to you when you select any movie in SD definition as long as you're signed into your FandangoNOW account. Does this work for you $contacts.name.first?

Promo:

Once you create your FREE FandangoNOW VIP account, you may receive the promotional offer, "PROMO".

The coupon will automatically be applied when you repurchase the title, "TITLE HERE".

Passwords:

May I send you a password reset from our systems?

Hopefully, it should be within your inbox in a minute or two.

May I ask which kind of device you are using to do this password reset?

Great, which browser are you currently attempting this password reset in?

A password reset link has been sent to your email, $contacts.email from help@fandangonow.com

Add this email to your address book to make sure it goes to your inbox. Please note that it may take a few minutes to receive the message.

Accounts:

Let me know if you are still unable to login.

Were you able to login into FandangoNOW.com?

I am happy to hear you were able to make it back into your account.

NETWORK ISSUES:

We have looked into the network map of our FandangoNOW server and have noticed that network issues and outages have been a problem for a number of our customers.We would like to apologizes for the inconvenience this may have caused.

Hello $contacts.name.first. I do apologize, but our databases are currently experiencing updates. Thus, several of our customers are unable to make successful purchases on the Fandango website. However, we can notify you once our database is back online via email, or you can certainly check back with us later.

Our Fandango team is currently aware of this matter, and is working diligently to rectify the matter as soon as possible. However, we have yet to be provided an exact ETA of when this matter will be completely resolved. Do you have any additional questions that I may address for you today, $contacts.name.first?

Browsers:

Which browser are you currently using?

Google Chrome, Microsoft Edge, Mozilla Firefox or Internet Explorer?

Devices:

May I ask which kind of device you are using?

Is it an iPhone, Android, PC or Tablet?

Is it a smart TV?

What kind of smart TV do you own?

Speed:

May we do an Internet speed test?

Please visit www.speedtest.net click, "GO" and tell me what your download speed is.

4.0.13 Is the latest version of FandangoNOW

Samsung:

Searching our systems, we do see the purchase came from Samsung Electronics. If you would like to receive any credit back to your account in regards to this, please contact Samsung at 1-855-726-8721.

Xbox:

We are currently experiencing title playback issues associated with the XBox platform. Our company is aware of the problem and currently working on getting it resolved.

Searching our systems, we do see the purchase came from Microsoft. If you would like to receive any credit back to your account in regards to this, please contact Microsoft at: 1-800-469-9269.

Apple:

Please uninstall the FandangoNOW application.

Please install the FandangoNOW application.

https://itunes.apple.com/us/app/fandangonow-movies-tv/id738201550?mt=8

Android:

Please uninstall the FandangoNOW application.

Please install the FandangoNOW application.

https://play.google.com/store/apps/details?id=com.mgo.application&hl=en

Windows:

Visual Instructions for Google Chrome, Safari, Firefox, Microsoft Edge, and Internet Explorer

https://www.wikihow.com/Clear-Your-Browser%27s-Cookies#Chrome_on_Mobile_sub

Clearing Chrome Cache:

1. Click on the three bars in the top right hand corner of your browser

2. Select tools from the drop down menu and then select clear browsing data

3. In the "obliterate the following items from the:" drop down select "the beginning of time"

4. Ensure the boxes for "clear browsing history", "delete cookies and other site and plug-in data" and "empty the cache" are all checked

5. Click on clear browsing data

6. Close your browser and reopen it and try to play the movie again

Clearing Firefox Cache:

1. Click on the three vertically stacked bars in the upper right-hand corner

2. Select the History icon

3. In the History menu, select Clear Recent History

4. Choose the range to clear from the drop down menu, and select Clear Now

Clearing Microsoft Edge Cache:

1. Open Microsoft Edge. It's a white "e" on a blue background.

2. Click on the 3 dots located in the top-right corner of the Edge window.

3. Click Settings. It's at the bottom of the pop-out menu.

4. Click Choose what to clear. This option is below the "Clear browsing data" heading about halfway down the Settings menu.

5. Make sure the "Cookies and saved website data" box is checked. This is the option that will clear your Edge browser's cookies; you can uncheck every other box on this menu if you like.

6. Click Clear. It's below the different types of data. Doing so will clear your browser's cookies.

Clearing Internet Explorer Cache:

1. Click on the 'tools' icon represented by the gear in the upper-right corner

2. Select Internet options and then select the General tab

3. Click the gray Delete button within the Browsing history section

4. Check the box directly left of Temporary Internet files and websites files - along with any other browser data you wish to clear - and click the gray Delete button in the bottom-right corner of the window.

*******************************************************************************************

Customer Device Refresh:

Tips: It would be ideal to use a PC if one is accessible.

1.) Please sign out of FandangoNOW on your device and power it down.

2.) Please visit and sign into the website, www.fandangonow.com .

3.) Once signed in, please click on Devices > My Devices .

4.) Please proceed to disconnect your device.

5.) Once disconnected, power back on your device.

6.) Device may ask to be reactivated .

7.) Activate device ( Via 5 Digit Code ) and/or ( Activation Email Link ).

8.) Once activated, please attempt to watch the title to check for playback issues.

*******************************************************************************************

---ERRORS FNOW---

HiSense:

Activation Error

CSP Errors

Oh Snap! Failed to reconcile Rights for household: with error : 686daa68037c4530924cd6a1b7cfb516

Oh Snap! Failed to reconcile Rights for household: with error : 78744fb13b3d4fa687e5135b1bf1ca44

Failed Purchase

Purchase Failed and an error has occurred, if this persists please contact customer support at help@fandangonow.com. Error Code 13008

- Samsung Errors -

PLAYER_ERROR_NOT_SUPPORTED_FORMAT:

- Unable to display your content, please try again. If the problem persists, visit fandango now.com/support or contact FandangoNOW Customer Care. (PLAYER_ERROR_NOT_SUPPORTED_FORMAT)

Activation:

- Activation Error

Authorization:

- Unable to authorize your account to view this content. Please try again, and if the problem persists please go to FandangoNOW for support or contact customer care.

- Xbox Errors -

Xbox

Playback Error

Unable to display your content, please try again. If the problem persists, visit fandangonow.com/support or contact fandangonow customer care.

Error Codes

Network Error (0)

Network Error 001

Network Error 002

Network Error 003

Sony Bravia Smart TV

Device Media Response No Good, You don't own this.

Roku

Network Error 007

*******************************************************************************************

---FNOW Error Solutions---

PLAYER_ERROR_NOT_SUPPORTED_FORMAT:

In order to fix this error, simply have the CU access their devices tab on their FandangoNOW account. Ask them to remove all SSTV devices. Walk CU through SSTV activation steps (Found above). CU should be able to watch the title after a, "Device Refresh".

Roku Network Error 007:

This error occurs in the last two steps above i.e. our CheckUpDown robot has obtained an IP address and opened a valid socket connection to that IP address, but the subsequent exchange of HTTP data streams between us and your Web server fails altogether or times out. We report this as a 007 error.

Error 13008:

The error code is referred as an I/O error which appears when system will not connect with their related file. In order to get around this error, please attempt to make your purchase from www.fandangonow.com by logging in to your FandangoNOW account and purchasing directly from our website. Once you purchase from out website, your title will immediately be available on the compatible device that you're using to stream our FandangoNOW content.

Error Code 6063 - This occurs when Microsoft PlayReady, a system used to secure the delivery of video content over the Web, cannot identify what type of video device is attempting to stream video. You will need to visit the website for your graphic card manufacture to ensure that you have the latest driver installed.

*******************************************************************************************

Devices Model Names

HISE-08ddh73353df

WEBOS-TV = LG Smart TV

SSTV = Samsung Smart TV

YY00H5622465 = Roku ( 12 Characters )

*******************************************************************************************

NETWORK RESETS ( CACHE, COOKIES, ROUTER )

• Thank you for your email and we apologize for any inconvenience this issue has caused.

• Thank you for your phone call and we apologize for any inconvenience this issue has caused.

• At this time we are unable to reproduce the error you have reported. Please do a soft reset on your device to resolve the issue. Please use the steps below for your specific device:

• Please try clearing your cache, cookies and browser history to the beginning of time. Please use the steps below to clear your cache:

Visual Instructions for Google Chrome, Safari, Firefox, Microsoft Edge, and Internet Explorer

https://www.wikihow.com/Clear-Your-Browser%27s-Cookies#Chrome_on_Mobile_sub

Clearing Chrome Cache:

1. Press CTRL + H.

2. Press, "Clear Browsing Data" on the left side.

3. In the next pop up box, click the drop down and select "the beginning of time".

4. Ensure the boxes for " Cookies and other site data" and " Cached images and files" are all checked.

5. Click on clear browsing data

6. Close your browser and reopen it.

Clearing Safari Cache:

1. Click Safari in the upper-left corner of the main menu bar, and select the Preferences.

2. Click the Advanced tab and check the box directly to the left of the Show Develop menu in menu bar option to add the menu to Safari by default.

3. Return to the Safari menu bar and click the Develop option.

4. Select the Empty Caches link.

Clearing Firefox Cache:

1. Click on the three vertically stacked bars in the upper right-hand corner

2. Select the History icon

3. In the History menu, select Clear Recent History

4. Choose the range to clear from the drop down menu, and select Clear Now

Clearing Microsoft Edge Cache:

1. Open Microsoft Edge. It's a white "e" on a blue background.

2. Click on the 3 dots located in the top-right corner of the Edge window.

3. Click Settings. It's at the bottom of the pop-out menu.

4. Click Choose what to clear. This option is below the "Clear browsing data" heading about halfway down the Settings menu.

5. Make sure the "Cookies and saved website data" box is checked. This is the option that will clear your Edge browser's cookies; you can uncheck every other box on this menu if you like.

6. Click Clear. It's below the different types of data. Doing so will clear your browser's cookies.

Clearing Internet Explorer Cache:

1. Click on the 'tools' icon represented by the gear in the upper-right corner

2. Select Internet options and then select the General tab

3. Click the gray Delete button within the Browsing history section

4. Check the box directly left of Temporary Internet files and websites files - along with any other browser data you wish to clear - and click the gray Delete button in the bottom-right corner of the window.

Resetting Your Router:

1. Unplug router for 10-15 seconds. Then, plug back in and turn on.

2. Once you have done a soft reset please try to play your movie/TV show again.

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Device Instructions FNOW

- LGST -

LG Smart TV Serial:

Serial Number: TV Settings > General > About This TV> TV Information

LG Smart TV Activation:

1.) Walk CU through device disconnect via SS options and/or Remove Device From CPS

2.) Open up FNOW application and select "My List" for activation screen.

3.) Walk CU through SS activation process by utilizing www.fandangonow.com/activate and/or ask CU for activation PIN to enter into CSP under, "Change PIN" option

- Hisense -

HiSense Activation Solution:

1.) Click the HiSmart Button located on your HiSense remote

2.) Proceed to the FandangoNOW application

3.) Navigate to Library > "You will need a Fandango VIP account to access your movies and tv shows" > Sign In > Activate Device > 5 digit code will be displayed

4.) Enter your 5 digit a ctivation code at: https://www.fandangonow.com/activate

Vizio Instructions

FandangoNOW Application:

1.) From the home screen press down to access the app section

2.) Click on FandangoNOW

Menu ( Left Hand Side ):

Home

Library

My List

Movies

TV Shows

Search

Settings

Rewards

Serial Number:

1.) Press Menu on your Vizio remote

2.) Select System

3.) Select System Information

4.) TV SN:

Factory Reset:

Follow these steps to reset your TV:

Unplug power to your router.

Perform a Clear Memory or Reset to Default on the TV.

A. Using the VIZIO remote, press the Menu button.

B. Use the Arrow buttons on the remote to highlight System and press OK.

C. Highlight Reset & Admin and press OK.

D. Highlight Reset TV to Factory Defaults and press OK.

E. If you have not manually reset the parental code, please input 0 0 0 0 when it asks for the password.

F. Highlight Reset and press OK.

G. Wait for the TV to turn off.

The TV will turn back on and the Setup App process will begin.

Plug power back to router.

Perform the setup process and reconnect to your network.

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- Samsung -

1.) Press Menu on your Samsung remote

2.) Select Support

3.) Select Contact Samsung

4.) TV SN ( Starting with SSTV )

Samsung Smart TV Repurchase Solution:

1.) Please sign into your https://www.fandangonow.com account.

2.) Click on the 3 horizontal lines on the top left of the page

3.) Click Devices > My Devices

- You may also see the word Devices > My Devices located on the top right of the page

4.) Once you reach your devices page, click Disconnect on your Samsung Smart TV

5.) You will be asked, "Are you sure you want to disconnect this device?" Click Disconnect

6.) Next, head to your TV Plus Movies Powered By Fandango application located on your Samsung Smart TV

- Please note: You MUST be signed into your Samsung account on your Samsung Smart TV

7.) Click Settings > My Account > Unlink My Fandango VIP account

8.) Once unlinked, exit and close the application.

- You may need unplug your Samsung Smart TV for about 5 seconds in order for the WIFI to be refreshed to reactive your Samsung Smart TV

9.) Once your Samsung Smart TV is powered back, please proceed to your TV Plus Movies Powered By Fandango.

10.) Click Settings > My Account > Link My Fandango VIP account

11.) You will be asked to activate your device with the following options:

- Send activation link to email

*Open link from email and your screen will refresh into your account once clicked

- Use password to link account

*Type in your Samsung account password and click Link My Fandango VIP account.

- Use the 5 digit pin to activate your account

*On a PC and/or mobile browser such as Google Chrome or Safari, head to https://www.fandangonow.com/activate

*Enter in 5 digit pin

*******************************************************************************************

FandangoNOW Password Reset Solution

1.) Please visit https://www.fandangonow.com/forgotpassword and type in your email address

2.) You will be redirected to our Fandango VIP website where you will enter in your new password twice

3.) Once you create a new password, you will be asked to sign into your Fandango VIP account.

4.) Please proceed into logging into your Fandango VIP account.

- Please note: If you do not log in to your Fandango VIP account once you create your new password, you will not be able to log in to

your FandangoNOW account.

5.) Once you have reset your password and logged into your Fandango VIP account, please proceed to https://www.fandangonow.com

6.) Please log in with your new credentials on FandangoNOW

7.) Once you log in, head back to your Samsung Smart TV and log in with your new credentials

If you have followed the steps correctly, you know will be able to watch the title your originally purchased without being asked to repurchase.

**************************************************************************************************************************************************

Roku Solutions

PIN:

1. Go to my.roku.com from your computer or smartphone.

2. Sign in to your Roku account.

3. Under PIN Preference, select the Update button.

4. Select your PIN preference from the three choices:

- Always require a PIN to make purchases and to add items from the Channel Store.

- Always require a PIN to make purchases.

- A PIN is not required to make any purchase or add any item from the Channel Store.

If you choose either of the first two choices and have not created a PIN, you will be prompted to enter a four-digit number in the PIN field and select the Verify PIN field for confirmation.

5. If you already have a PIN, enter your PIN in the Verify PIN field.

6. Select Save Changes and agree to the terms of service.

Serial Number:

1.) Press the Home button on your Roku remote.

2.) Press up and select Settings.

3.) Select System.

4.) Select About.

System Update:

1.) Press the Home button on your Roku remote.

2.) Press up and select Settings.

3.) Select System.

4.) Select System Update.

Factory Reset:

1.) Press the Home button on your Roku remote.

2.) Press up and select Settings.

3.) Select System.

4.) Select Advanced System Settings

5.) Select Factory Reset

6.) Select Factory Reset Everything

7.) Enter Reset Pin Code ( It's provided when selected )

Please Note: Factory Reset will take an average of 10 minutes to reset.

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Fail / Void

- Failed / Void Inquiry

- Failed / Void Transaction

- Failed / Void Purchase

Promo Codes

- Promo Inquiry

- Expired Promo Code

UV:

- Title Transfer From UV To VUDU Inquiry

UHD:

- UHD Purchase Inquiry

Account Deletion:

- Delete Account Request

Gift Card:

- Gift Card Purchase Inquiry

Samsung:

- SSTV Device Playback

Roku:

******************************************************************************************************************************************************

PRIVATE NOTES

- MYUV -

CU was unable to transfer 4K title to UV to watch on VUDU ( )

Advised CU to contact MYUV and VUDU customer support for UVRights to be refreshed

- SSTV -

CU was unable to watch title on SSTV

Device asked CU to repurchase

Educated CU on how to device refresh via account

CU was able to watch title

CU was unable to watch UHD title on SSTV

Educated CU on min. internet speed requirements for UHD playback

Advised CU to contact Samsung for refund so they may repurchase in HD

- Gift Cards -

CU asked how to use FNOW GC

Educated CU on how to use GC

CU was able to purchase successfully with GC

- Account Deletion -

Child activated account / unauthorized

CU asked for it to be closed

Suspended CU's account

- Network Outages -

CU was informed about network outages

CU was advised to wait a day or two for high traffic volume to lessen

Informed CU database is currently down, and we will email them once we are all squared away

- Coupons -

CU was provided coupon for title disconnect

CU requested credit for not watching expired title

CU was offered coupon for title disconnect

CU was given coupon due to network outage

- Promos -

CU inquired about $1.99 promotion

CU was directed to FNOW to create account for promo

- Missing Account Information -

CU was informed that they don't have an account registered under provided email

CU was informed that the provided account does not show up on our end

CU was asked to provide additional details

- Disconnection -

CU experienced title disconnect

CU was informed that playback was disconnected at 1 hour and 3 minutes

- Title Playback -

CU experienced title playback issue

- Returns -

CU is requesting return for transaction

- Self Service -

Directed CU through self serve

- Wrong Date -

CU is requesting exchange due to selecting wrong date for show

- CET -

Sending request to CET

- Ghost -

ghost/spam

Fandango Survey

Chat Ending:

If you have no other questions or concerns, Fandango does appreciate feedback from customers, and would like to see what you have to say. Would it be alright to send a survey to you via email?

Dear $contacts.name.first,

Thank you for being a Fandango customer. We would appreciate your feedback on this short survey; it should take less than 3 minutes to complete.

The link to the survey will be received in a separate e-Mail.

We are a service-driven company, and our goal is to always exceed your customer service expectations. More importantly, if we're not consistently delighting you with our services, we want to know how to improve Fandango for the best possible experience.

Best regards,

$incidents.assigned.acct_id

Fandango Customer Support

www.fandango.com

Wireless access: mobile.fandango.com

Clearing cookies

If you could, please click on the 3 vertical dots on the right side of the address bar. Once you click those, please click on settings. From there, you can click advanced down on the bottom right. Please let me know when you get that far, and we will continue.

From there, please scroll down to where it says "Clear Browsing Data." You will see check boxes, which you would want to make sure the Cookies and Cache options are checked. You may then click the button to clear browsing data.

Empathy/Assurance Statement

I am sorry to see you are having trouble. I'll be happy to assist.

I apologize for any inconvenience this may cause, and would be happy to clarify the policy further for you.

After Show

I see that it is after show time at this point. We do give you the option of processing your own refunds and exchanges through your VIP account in the purchase history. We do have a strict policy that states we do not offer refunds or exchanges after the show time. I apologize for the inconvenience, and would be happy to clarify steps you can take to avoid this situation in the future.

(Pushback)

I know that we do allow customers the option to check on their orders through the VIP account, as well as to refund or exchange if need be. Once the show passes, the theater is compensated for your tickets, whether you are there or not. I apologize for any disappointment this may cause, and can show you the appropriate steps to avoid this in the future, if you would like.

Void

This is actually a failed purchase. I can understand that you are seeing the funds were removed from your account. This is typical, and the bank will also see that the funds were removed. This is known as the authorization process, and the funds will be made available in your account again within 3-5 business days (5-7 for PayPal).

The bank will follow a procedure to verify your account information, as well as to test the available funds in your account before the transaction goes through. This happens with each transaction on your account. When the transaction fails, the authorization process would still have to happen in the beginning of the transaction. Therefore, the authorization will always happen, even if the transaction itself fails.

The best solution at this point would be to contact the bank, and see if they would be able to release the funds early.

Gift Cards

Would you please provide me with the gift card number, or claim code for your gift card?

May I also have the PIN on the back of your gift card?

After checking this gift card, I see there is a balance of $[balance] remaining.

Looking into this order, I see a gift card was used to make the purchase. We would be able to offer an exchange for Fandango credit, which will put the full credit of your purchase on your VIP account for later use.

Confirmation Number

I do apologize, I'm unable to find your order with the email address provided. Would you happen to have a confirmation number, or another email address for me to search with?

I see that your confirmation number is [number] for this transaction.

I am seeing multiple transactions. Are you referencing [confirmation number], or [confirmation number]?

Account Delete

I can certainly take care of that request for you. Once your account is deleted, you will lose any remaining Fandango credit, and your purchase history. Furthermore, you will not be able to create a VIP account under this email address in the future. Are you sure you wish to have your account deleted?

Before Show: Non- VIP

I am sorry to hear you aren’t able to make it. I’ll be happy to clarify how you can work on a return or exchange for your tickets.

I see that you do not have a FandangoVIP account. In order to be eligible for refunds or exchanges, we ask that you please set up an account with the email address used for the purchase. Would you like me to guide you through the process of setting up an account?

Before Show: VIP

I am sorry to hear you aren’t able to make it. I’ll be happy to clarify how you can work on a return for your tickets.

I see you do have a VIP account, which enables for worry free ticketing. Since it is before the show, you are able to process refunds or exchanges through your VIP account in the purchase history. Would you like me to guide you through that process?

Clear purchase history

Currently, there would not be a way to delete your purchase history. The only way to start over would be to initiate a new VIP account under a new email address. These accounts would not be associated, and will not be able to merge.

Feedback

We do appreciate your feedback, as we are always looking to improve. I will surely note any concerns you may have for our team to address in the coming updates.

I have noted your concerns, and we will certainly keep them recorded for review. Again, thank you for bringing this to our attention.

Promo Codes

After reviewing your order, I see that you paid in part with a promo code. I can process a return for the amount paid out of pocket, but the code can't be replaced or refunded because it has no cash value. I apologize for any inconvenience this may cause.

The promo code is designed to edit the price of a ticket (or tickets), up to a certain amount. However, the code itself is like a coupon. Most coupons cannot be used again once redeemed. Once a coupon is redeemed on Fandango, it is no longer usable. Additionally, a promo code would be forfeited during a refund or exchange, as they hold no cash value within our system.

Error Messages: Void Hold

I am very sorry to hear of the problem you experienced. I’ll be happy to look into this.

Refund VS Exchange

Choosing a refund will allow the money to go back to your original payment method, only the convenience fee will not be included. However, choosing an exchange gives you a full return in the form of Fandango credit. The refund will take 3-5 business days (5-7 for PayPal) to process back to your method of payment. An exchange is immediate, and would be ready for you to use as soon as it is processed. You would not be able to reverse a refund or exchange once processed. Which would you prefer?

TH referral Reward Points

I am sorry that you did not receive your reward points. I’ll be happy to clarify how you would go about getting this fixed.

We are unable to add reward points to your card through our system. I would recommend to retain a copy of your confirmation page, and present that to the theater staff the next time you are there. The customer service desk should be able to accommodate your request.

GiftCard

Finding the balance of your gift card is easy! You can go to Fandango.com and click on "Gift Card," in the right hand corner, and then click on "Check Balance." You will see a field to enter the gift card number, as well as a captcha system to verify security. Once the captcha is complete, there will be an option to check the balance of your gift card.

Finding a Purchase

In order to locate your order, I would need to confirm a few things. May I have the name of the theater, the date of the show, and the title of the movie?

(If CU is vague on theater information)

I appreciate you clarifying that information. May I please have the zip code you reside in as well?

(Search zip code on Fandango, and confirm the theater name with the CU)

De-Escalation

• I do apologize for the trouble you’ve experienced. Unfortunately, all supervisors and managers have the same rights and options as we do. This is because our customer service representatives are charged with handling each customer request to completion. Because of this, transferring to a supervisor would not provide the resolution you are looking for.

• I would be able to escalate your request to our corporate team, who has the ultimate authority over cases like this. A supervisor or customer service agent would not have the appropriate permissions to process this for you, and would also follow the same course of action. Normally, we can respond within 3-5 business days via email to keep you updated on the request.