FAQs

Simply enter your password when prompted. If you don't remember, please use the 'Forgotten Password' function to re-set to a memorable password.

You will have 3 attempts to log into your Vue Pass account. If you enter your password incorrectly 3 times, your account will be locked and you will have to use the ‘Forgotten your details?’ link to re-set.

If you have forgotten your password, we recommend after your second attempt to instead click the ‘Forgotten your details?’ link instead to re-set your password.

Code starts with VSUP4 and VALL4 (Group 6 ticket)

Valid at Aberdeen, Accrington, Barrow in Furness, Bedford, Birkenhead, Birmingham Star City, Bristol Longwell Green, Bury The Rock, Cardiff, Carlisle, Carmarthen, Cleveleys, Cramlington, Dagenham, Darlington, Eastleigh, Farnborough, Gateshead, Glasgow Fort, Halifax, Hamilton, Hull, Lancaster, Leamington Spa, Leicester, Livingston, Norwich, Rhyl, Romford, Sheffield, Southport, Stirling, Swansea, Swindon, Thurrock, Torbay

Code starts with VSUP5 or VALL5 (Group 5 ticket)

As above plus Altrincham, Ashbourne, Bicester, Blackburn, Camberley, Doncaster, Dublin, Finchley North, Inverness, Limerick, Merthyr Tydfil, Northampton, Oxford, Reading, Redditch, Scunthorpe, Staines, Wood Green

Code starts with VSUP6 or VALL6 (Group 4 ticket)

As above plus Croydon Grants, Cwmbran, Edinburgh Ocean, Eltham, Finchley Road, Fulham Broadway, Leeds Kirkstall, Leeds Light, Plymouth, Westfield Stratford, York

Code starts with VSUP5 or VALL5 (Group 3 ticket)

As above plus Bolton, Cheshire Oaks, Edinburgh Omni, Exeter, Hartlepool, Manchester Printworks, Manchester Quayside, Newbury, Newcastle under Lyme, Portsmouth, Preston, Stroud, Thanet, Worcester

Code starts with VSUP4 or VALL4 (Group 2 ticket)

As above plus Basingstoke Festival Place, Bristol Cribbs, Cambridge, Croydon Purley Way, Glasgow St Enoch, Harrow, Watford

Code starts with VSUP9 or VALL9 (Group 1 ticket)

Valid at ALL sites including; Bromley, Islington, Piccadilly, Shepherds Bush, West End and Westfield (Shepherds Bush

Opening times may vary. Please visit www.myvue.com to check the opening times of your local Vue.

Please also keep up to date here on the latest updates for your local Vue.

Unfortunately, not, these will remain at your standard local Vue box office rates

Vue Pass is an employee/member benefit which allows you to buy E-Codes for redemption at your chosen Vue location. The process is easy; simply register your account, select the number of E-Codes you require, complete your purchase via our secure payment system and receive your E-Codes directly to your email address in a matter of minutes!

We highly recommend you book online in advance of your cinema visit. To use your E-Code to book tickets for a film online, please follow the below steps: 

• Visit www.myvue.com
• Select cinema location, then select film and time
• Choose your seatsClick "Enter code or CEA" and
  enter your Vue Pass E-Code in "Enter your code or CEA" box. Click
  "ADD" to apply discount
• Repeat step 3 to add all Vue Pass E-Codes
• Under "Contact details" enter your email address
• Check the total amount, this should show as £0 if your codes have been entered correctly. Please note that if you have chosen to upgrade your seating there will be an additional fee to pay.
• Click "REVIEW AND PAY" to complete booking

Alternatively, please hand over your Vue Pass E-Code to a staff member at the Vue box office to exchange for admission to a film of your choice (subject to availability)

Box office staff may have to enter the 16-character code manually at the till, so please allow time in advance of your chosen screening for your E-Codes to be entered and redeemed.

If a QR code is present on your purchase email, the staff may use that as an alternative at the till.

Please be advised that Vue may ask for valid photographic ID on arrival. Vue accept driving licenses, passports and proof of age cards from: Validate UK, Pass Scheme or Young Scot. Vue also accept digital identity cards from Yoti.

A Vue Pass Super Saver voucher can be redeemed for a 2D general admission ticket
in Super Saver seats only in a Vue screen. A User can upgrade to other seats by paying the difference in price. The number of Super Saver seats will change depending on the location, film, day and time selected.

A Vue Pass VIP voucher can be redeemed for a 2D general admission in all seats in a Vue screen. The number of each category of seats will change depending on locations, film, day and time selected.

Not valid for Premieres, Big Screen Events and alternative/special showings including Mini Mornings, Senior friendly, Autism Friendly and Scene screenings.

Super Saver can be used to book 2D general admission Super Saver seating online (at myvue.com) and at the Box Office. Upgrades to different seat types are available at the time of voucher redemption at an additional cost

VIP can be used to book 2D general admission Super Saver, Regular Saver, Regular, VIP, Recliner seating online (at myvue.com) and at the Box Office. Please note not all screens have all seating types

Lux are new seat types at certain upgraded venues (EG. Swindon, please check online for other venues). VIP can be used against Lux Super Saver seats, Lux Saver seats, and Lux seats. You can upgrade to “Ultra Lux seats” at an additional cost.

All Vouchers can be used to book 3D, IMAX, Ultra Lux Seats or Birmingham Lux screenings online (at myvue.com)and at the Box Office at an additional upgrade fee. We recommend checking pricing directly with the cinema before purchase of Vue Pass Codes

2D Codes can be upgraded to a 3D screening, customers will be charged for the purchase of 3D glasses if required

Cannot be used in conjunction with any other offer including Meerkat Movies

Unfortunately, your Vue Pass E-Codes may not be combined with any other ticket offer e.g. Meerkat Movies. Screening information is available from the Vue website here.

E-Codes are valid for up to twelve months from the date of issue, if you need to check the status of your E-Codes, you can do so here

Expired codes/vouchers cannot be refunded, reinstated or replaced so please ensure you use them before they expire.

Vue Pass can be redeemed at the box office at your chosen location and can also be used to make bookings online but not by telephone. Screening information is available from the Vue website here. E-Codes are only valid for one use and cannot be reinstated or replaced if you cancel your booking.

You can always check the validity of any Vue Pass code here as well -https://www.myvue.com/voucher-checker

You can call Vue's customer service number 0345 308 4620, and can request WhatsApp messaging via the telephone IVR system.

Alternatively they can contact Vue via their social channels (Facebook is recommended) which should provide a relatively quick reply.

For any queries relating to Vue Pass please contact us via email VueContactUs@ellomedia.com with as much information as you can regarding any difficulties you encountered using the E-Codes - if you could provide; the relevant voucher codes, the date, time, and location of the booking, and also which film the booking was for.

Our teams will aim to respond to your query within two working days between the hours 9am-5pm, Monday to Friday (excluding Public holidays)

Tickets are not refundable or exchangeable under our terms and conditions. However, if you wish to amend a booking please attend the venue for your reservation and a Vue staff member will assist you to swap your tickets to an alternative published screening. Please ensure you attend the venue at least 20 minutes prior to the start of the film on your reservation, after this time Vue will be unable to swap tickets for you.

Tickets can be amended in the venues only and not via phone or email. If you have booked your tickets for the wrong venue, please contact the Vue bookings line and a member of the team will assist to resolve this for you.

Please note if you cancel your booking your E-Codes are unable to be reinstated or refunded, you will need to visit the venue your booking was for to swap your tickets for a later showing if required.

Please log in to your Vue Pass account to review your orders and access previously purchased E-Codes. Alternatively, please contact us and we will re-send your E-Codes via email. Expired codes/vouchers cannot be refunded, reinstated or replaced so please ensure you use them before they expire.

We accept payment by debit or credit card, via Visa and Mastercard. As well as wallet payments if you are using a mobile device.

As soon as the payment has successfully been deducted from your debit or credit card, the E-Codes will be dispatched to the email address provided in your Vue Pass account. Please ensure to check your spam filters and junk folder.

Once payment has been received your E-Codes will be sent automatically to your registered email address. Please allow sufficient time for your E-Codes to be received (we will send your E-Codes instantaneously, but delivery times can vary depending on email provider) and check that the email has not defaulted to your spam filter or junk folders. If your E-Codes have not been received within 4 hours, then please contact us and we will be happy to investigate the matter further for you.

Alternatively, you can view your E-Codes in the order details section of your account.

This is likely to be that the correct email wasn’t selected as part of the wallet transaction, within the wallet. You will need to contact us to resend, as long as the codes are still valid.

This is likely due to an address fault. If the order fails, funds may be ring fenced (showing as taken) by your Bank or Building Society but will be returned to the account from which the payment was attempted within 7 working days.

Please ensure your billing address exactly matches the address registered with your Bank or Building Society, paying particular attention to your post code. Please also ensure the house number is included in the first line of address as well as flat number if applicable.

Vue Pass E-Codes can be used to book upgrades to 3D, VIP, Lux, Recliner, Xtreme seating or Gold class screenings online and at the Box Office at an additional upgrade fee. IMAX upgrades will also be at an additional cost and we recommend checking pricing directly with the cinema before purchase of Vue Pass E-Codes.

2D E-Codes can be upgraded to a 3D screening and 3D glasses must be purchased separately at an additional charge online or in the venue.

Your order volume must be at least 50 of any ticket type.

Vouchers can only be used for the purpose we have agreed as part of the partnership screening call following your online registration. Use for any other purpose than that initially agreed will need to be approved in writing by the partnership manager and Vue prior to any planned promotional activity going live to the public. Any unauthorised activity could result in blacklisting of the E-Codes provided, and further actions to remove the unauthorised activity/promotion.

Payment can be made by debit or credit card, via Visa and Mastercard. We do not accept payment via American Express or Diners. Payments will appear on your statement as “tastecard/Vue Cinema”.

Payment can also be made by BACS, the details of this will be on your invoice.

If E-Codes have been purchased, then they will be able to be downloaded from your Vue Pass account as soon as payment has been received. You will receive an email confirmation when they are ready to download. Please ensure you check your spam filters and junk folder if your E-Codes have not been received with 4 hours of payment being approved

Orders for paper tickets will be dispatched once payment has been received to the delivery address detailed on your order.

Please contact us at VueEnquiries@ellomedia.com with any questions you may have regarding delivery of paper tickets.

There is a flat rate of £15 for the delivery of paper ticket orders to UK addresses. The charge for deliveries to ROI is £35. Please note that there is no additional postage charge for E-Codes.

We highly recommend you book online in advance of your cinema visit. To use your E-Code to book tickets for a film online, please follow the below steps:

1. Visit www.myvue.com
2. Select cinema location, then select film and time
3. Choose your seats
4. Click "Enter code or CEA" and enter your Vue Pass E-Code in "Enter your code or CEA" box. Click "ADD" to apply discount
5. Repeat step 3 to add all Vue Pass E-Codes
6. Click "DONE" to return to the booking summary, and click "REVIEW AND PAY" to complete booking

Alternatively, please hand over your Vue Pass E-Code to a staff member at the Vue box office to exchange for a Standard 2D (or 3D depending on which E-Codes you have purchased) admission to a movie of your choice (subject to availability)
Box office staff may have to enter the 16-character code manually at the till, so please allow time in advance of your chosen screening for your E-Codes to be entered and redeemed.

If a QR code is present on your purchase email, the staff may use that as an alternative at the till.

Please advise them to contact us at VueContactus@ellomedia.com with as much information as they can regarding any difficulties encountered using the vouchers alternatively you can email VueEnquiries@ellomedia.com and provide; the relevant voucher codes, the date, time, and location of the booking, and which film the booking was for also.

Please note our Customer Service open hours are Monday – Friday 9am - 5pm (excluding Public holidays)

The expiry date is printed on paper tickets and will be valid for up to twelve months from the dispatch date. E-Codes are valid for up to twelve months from the date of issue, you can check the status of your E-Codes here

Not valid for Premieres, Big Screen Events and alternative/special showings including Mini Mornings, Senior friendly, Autism Friendly and Scene screenings.

Super Saver can be used to book 2D general admission Super Saver seating online (at myvue.com) and at the Box Office. Upgrades to different seat types are available at the time of voucher redemption at an additional cost

VIP can be used to book 2D general admission for Super Saver seats, Saver seats, Regular seats, VIP seats, online (at myvue.com) and at the Box Office. Please note not all screens have all seating types.

Lux are new seat types at certain upgraded venues (EG. Swindon, please check online for other venues). VIP can be used against Lux Super Saver seats, Lux Saver seats, and Lux seats. You can upgrade to “Ultra Lux seats” at an additional cost.

All Vouchers can be used to book 3D, IMAX, Ultra Lux Seats or Birmingham Lux screenings online (at myvue.com)and at the Box Office at an additional upgrade fee. We recommend checking pricing directly with the cinema before purchase of Vue Pass Codes

2D Codes can be upgraded to a 3D screening, customers will be charged for the purchase of 3D glasses if required

Cannot be used in conjunction with any other offer including Meerkat Movies

As a general rule, the Vue logo, name or branding should not be used on any open website without prior approval, please contact us at VueEnquiries@ellomedia.com regarding the use of such artwork.