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FAQ

SMG Experience

What's the difference between SMG and other movie theaters?

SMG combines first-run movies, alternate and family programming, with in-theater dining from an extensive American Grill menu and full-service bar. At the push of a button, place your order with an SMG team member directly from your seat and have your food and beverages delivered before and during the show.


How does Studio Movie Grill work?

Enjoying SMG is easy. Here are some helpful tips on how to SMG: Purchase tickets online or at the theater. We encourage guests to arrive 15-20 minutes prior to show time. If seating hasn't begun for your movie, please enjoy a cocktail or non-alcoholic beverage from our lobby bar until seating is announced. Once seated, service is available by pushing your Service Button, conveniently located at every seat, table or counter. Our team is trained to deliver your order to your seat without compromising your viewing experience or interrupting other guests. You can order from our menu as often as you like throughout the movie. Towards the end of the movie, we will drop your check for payment. Enjoy your show!


What types of seating options are available?

SMG provides four different types of seating for your experience (not all seating styles are available at each location). Table A and B seats share a table surface that offer either a desk style chair or stationary chair option. Counter-top seats share a counter space for all parties on that row and offer a desk style chair option. The lounge seat with a tray table is a stationary chair that include a built-in tray table as well as a more expansive seating area. The reclining lounge seat with a tray table is a stationary chair that include a built-in tray table and the ability to power recline your chair. A matter of personal preference, all four seating options provide an exceptional dining and viewing experience.


Do I have to reserve a seat?

Reserved Seating allows you to pick specific seating locations for your desired movie and show time. You must select a seat during the purchase process. You can purchase your favorite seats at every SMG location online, at a theater kiosk, or at the box office. Purchasing online ensures you get the best seats available and never show up to a sold out show. If you purchase online, you can take the confirmation to the self-service kiosks machine any time before the show to retrieve your tickets. If you are experiencing problems while purchasing, contact Guest Services by clicking here. Please select Guest Services from the dropdown. A representative will contact you back as soon as possible.


SMG Access™

What is SMG Access™?

SMG Access™ is the only theater loyalty program that rewards you while giving movies and meals to deserving neighbors in your community. Every time you make a movie ticket purchase at Studio Movie Grill, you earn points in our loyalty program.


How do I earn points?

Once you have an account created, you earn points on movie ticket purchases made on online, at the box office, or at the kiosk machines in the facility. Simply log into your account before any ticket purchase and your points will accrue within 48 hours of purchase. Currently, the program only allows for points to be earned on ticketing transactions. All other transactions would not have a point value. We hope to install more point accumulation opportunities in future development of the program.


I am locked out of my account, help?

In the event you are experiencing issues with getting into your account, please contact Guest Services by clicking here. Select Guest Services from the dropdown. A representative will contact you back as soon as possible.


Do I get a membership card?

No, membership cards are not provided in this program. When you sign up you will receive a Membership ID number. Your account can also be accessed by providing your email address or cell phone number.


How long is my membership valid?

The Cast membership is a free membership and does not expire. The Director Level Membership runs on an annual basis. If a renewal does not occur, the membership goes into the Cast membership tier.


I do not see my recent point total in my account, where is it?

Points are accumulated after the movie has started. Once the movie has been seen, the points will reflect in your account (up to 48 hours after showtime). If you are experiencing problems with your account, pelase contact Guest Services by clicking here. Select Guest Services from the dropdown. Please provide your confirmation number on the affected order. A representative will contact you back as soon as possible.


Do my points expire?

Points expire after 12 months of inactivity. Inactivity would be no ticketing purchases for 12 months.


What is an eBonus Card? How can I use it?

An eBonus Card is a reward you earn through the Loyalty Program. Your eBonus Cards can be applied towards movie tickets, food, non-alcoholic beverages, merchandise in-store and online. Points that are deposited into your account (Birthday and Anniversary awards) are added to your balance to get you to your reward tier quicker. eBonus Cards expire 90 days after the card is issued.


SHOWTIMES & HOURS OF OPERATION

When does SMG publish movie listings and show times?

Movie listings and show times for all SMG locations are posted in full schedule every Tuesday evening for the upcoming weekend through the following Thursday. Sometimes, Federal Holidays may delay a schedule from being posted. Please note: Some films have advance ticketing available for purchase online and in-theater up to several weeks in advance of opening. You can see what movie titles are available for advanced purchase through the Movies page. Movie titles and show times are subject to change. Our web site is the most accurate website for show time information. We recommend to check the listings on the day you plan to see the movie.


When are you open for business?

We are open 365 days a year, unless an unforeseen situation does not allow us to be open. Each location's box office opens one hour before the first scheduled movie of the day and closes 15 minutes after the start of the last scheduled showtime.


TICKETING SUPPORT

How do I purchase tickets for a movie?

Ticketing is available online, at a theater kiosk, or at the Box Office. We do not sell tickets by phone at this time. Theater hours vary by time of year but always open at least one hour prior to the first show time of the day. You can purchase tickets in advance on our web site directly from the home screen in the “Quick Ticket” section (located directly below the picture banner), the movies tab, or the location tab. Select your location, date, film, and time from one of these areas and proceed forward following the select/next step button. Select your ticket type. After selecting your ticket types, you will select seats. Proceed forward with confirming order and purchasing tickets. You will receive a confirmation number. This confirmation number can be used to print the tickets at the box office or the kiosks located in the lobby.


What are the different ticket types available at SMG?

SMG offers different ticket types for all of our locations. Children tickets are ages 2 – 12 years old. Adult tickets are ages 13 – 64 years old. Senior tickets are ages 65+ years old. SMG offers discount ticket types to military personnel and to students above the age of 13 who have valid military/school IDs. For a limited time, SMG is offering discount tickets on Tuesday. Tuesday ticket prices are $5 for all movies all day long except 3D movies which are $8. SMG For more information regarding ticket types, please visit our ticket prices and policy page .


I have not received a confirmation email, help?

Undeliverable email confirmations to our customers can occur from time-to-time for a host of reasons. Please check your junk folder as your first step. If you didn't receive an email confirmation, you can confirm your order through the confirm purchase page. If you do not see your confirmation in our system, please contact Guest Services by clicking here. Please select Guest Services from the dropdown. A representative will return inquiry as soon as possible. Please Note: If you received a confirmation, you can retrieve your tickets with the confirmation or the credit card used either at the box office or one of the kiosks in the lobby.


An error occurred during my transaction, help?

In the event that you are experiencing an issue online, SMG recommends clearing your cache and browser history before attempting your purchase again. If you received an error message during your transaction, it is unlikely you were charged. Your bank may authorize funds which may appear as a temporary charge but should not post to your account. If you received an error and could not find your confirmation, please contact Guest Services by clicking here. Please select Guest Services from the dropdown. A representative will contact you back as soon as possible. Please note: the seats you selected may appear as sold. Our ticketing system will hold seats for approx. 12 minutes before they are available again for purchase.


My card keeps declining, what is up?

As a continual effort to provide our guests with a safe and secure payment platform, we require address verification for all transactions processed online. More often than not, the billing information is incorrect causing a decline in our system. Please make sure your zip code matches the credit or debit card being used. If problems continue, contact Guest Services by clicking here. Please select Guest Services from the dropdown. A representative will contact you as soon as possible. Please note: the seats you selected may appear as sold. Our ticketing system will hold seats for approx. 12 minutes before they are available again for purchase.


I have multiple charges on my card from a ticket purchase, help?

More often than not, if multiple charges are present on your statement, it is likely they are pending charges. Pending charges will occur for every attempted transaction made by the consumer. Your bank may authorize a pending charge which unfortunately we cannot remove nor can we call in on your behalf as the credit card companies will not share account information with non-account holders such as the merchant. This charge should drop off your account within 2-5 business days. In the event multiple charges do post to your account, please contact Guest Services by clicking here. We will investigate into the situation and resolve the situation to the best of our ability.


How do I refund my tickets?

Tickets purchased on studiomoviegrill.com can be refunded up to 1 hour prior to the listed show time for up to 9 tickets. You can refund your transaction by going to the help page of the web site. Please make sure that you enter the email address and the full credit /debit card number that was used for the order. Transactions made with a gift card must be refunded at the box office. Refunds of online tickets purchased with 10 or more guests are only available at the box office up 1 hour prior to show time. Tickets purchased using third party services such as Fandango, ATOM Tickets, and MovieTicket.com can be exchanged for another movie at the box office up to 1 hour prior to show time. No refunds are available for tickets purchased through third party services. Please note: the self refunding system will process a refund on the whole confirmation. Partial refunds can be done up to 1 hour prior to the start time of the movie. If you are experiencing issues, contact Guest Services by clicking here. Please select Guest Services from the dropdown. A representative will contact you back as soon as possible.


Can I change my online order after purchase?

All ticket sales online can only be changed at the box office. If you are unable to come to the box office and are looking to change seats, show times, movie or location, you must refund the original order and repurchase tickets for the new selection. This can be done 1 hour prior to the start of the showtime. Please see above question for help on how to refund an order online.


I missed my movie, can I get a refund?

If you were unable to refund your tickets during the timeframe in which refunds were available, unfortunately, you will not receive your funds back. At the time of your purchase, SMG removes your selected seats for the chosen show time from our inventory. While this allows us to provide our guests with the benefit of guaranteed seats, it also prevents SMG from reselling the tickets in the event you do not attend your chosen show time. In the rare event that a show is cancelled or the theater is unable to honor your tickets, you will be entitled to a gift card credit or ticket exchange. Please contact Guest Services by clicking here for any additional questions. Please select Guest Services from the dropdown. A representative will contact you back as soon as possible.


I received a text message and I did not purchase tickets?

As part of the continued development of the site, we've added a text message option to the checkout process. While this is rare, sometimes a guest may enter the wrong phone number. Please check your card statement to ensure that you were not charged. If you were fraudulently charged, please contact your financial institution immediately.


My gift card is not processing on the web site, help?

You will enter the 19 digit serial number into the payment information at the end of the ticketing purchase. Do not put spacing between the numbers and you are not required to put the 4 digit pin number in this box. Please note: Unfortunately, our current online system does not support split payments. If the ticket value exceeds the value of the gift card, then the payment will not process. Multiple transactions might be required to complete the order. You can always use the gift card for any purchase including food and beverage.


Can I purchase group tickets for a specific movie?

Yes. If you plan to bring a group of 20 people or less, ensure your seats are together by purchasing your tickets either online or at the box office. If your group is larger than 20 people, or you require a private theater for your party, you can request information through our events page . Allow 24-48 hours for a response.


Why do you charge a convenience fee online?

To guarantee you are able to reserve your seats and do not get sold out, we offer the convenience of purchasing tickets online. To ensure we are able to maintain this service, we charge a small fee per ticket. The charge per ticket is displayed on the review order page. To avoid this fee, you can join our the Director Level of SMG Access here or by visiting our box office or kiosks at the facility.


IN THEATER SUPPORT

How do I resolve a billing discrepancy?

If you believe an error was made, contact Guest Services by clicking here. Please select Guest Services from the dropdown. Let us know the date of your visit, the amount in question, last four digits on the card, and any additional information that will help resolve the charge. A manager will respond within 24 hours of receipt. In the event of an oversight, SMG will promptly refund your money for the amount in question.


I left something behind at theater. Is there a lost and found?

If you believe you left an item at one of our theaters, contact Guest Services by clicking here. Please select Guest Services from the dropdown. A manager will return inquiry within 24 hours of receipt. SMG is not responsible for lost or stolen items.


Is there a minimum purchase required during the show?

There are no purchases required of our guests for food and beverage; however, when a guest requests in-theater service from our staff, a $4.25 minimum purchase is required. This policy is put into place to ensure our staff is being compensated for their hard work. If you do not wish to purchase food or beverage, complimentary water is available at the bar. Please ask your server for more details.


Where can I purchase gift cards?

Gift Cards can be purchased either online on our web site or at the box office. Gift Cards can carry any amount between $10 and $500 on a card. Gift cards purchased online can be mailed or emailed to the person receiving the gift card. For more information regarding gift cards online, contact Guest Services by clicking here. Please select Guest Services from the dropdown. A representative will contact you back as soon as possible.


I need assistance with my gift card order?

If you have any questions or concerns, you may contact us directly via email at StudioMovieGrillgiftcardsupport@cashstar.com or by phone at 844-237-8096 from 8:00 AM to 8:00 PM EST, seven days a week or click here . A Gift Card Customer Support Representative will contact you to resolve.


Who can I speak with to book a special event or movie party?

Special Events Sales Managers are onsite at every SMG location and available to assist with planning your next party or event. SMG theaters support corporate functions with ease hosting over 1,500 events per year for some of the largest companies and organizations in the country. SMG also encourages movie parties for birthdays, school and organization events, and special functions. For more information on SMG Corporate Sales and Special Events please request information through our events page . Allow 24-48 hours to respond.


PROMO & COUPON CODES

How do I redeem a Groupon / Promo Code online?

Please review your code's fine print to ensure the movie title is valid for use of the code in question. If applicable, choose your film, location and show time. At the ticketing section, enter your Groupon / Promo Code. Click the submit button. A promo ticket option will appear below if your code is recognized. This code acts as your ticket so you do not need to select another ticket ticket type. You can adjust the quantity of the code, if applicable. If you have multiple codes, repeat this step. Complete your purchase by selecting your seats and finalize the transaction on the payment page. Redeem your confirmation at the box office by using your QR code, confirmation number, or credit card used.


How are theater passes redeemed?

Redemption varies based on the type of pass or discounted ticket being used. Please review all fine print before using a pass. Unless otherwise noted, SMG passes and discounted tickets do not include food or beverage. 3D movies have a 3D Experience Charge. This charge also applies to all coupons and passes being used for any 3D movie. Please review your pass or discounted ticket carefully for details specific to product offering, rules for redemption and expiration date. If movie pass states not valid for movies marked on the No Pass List, make sure to review this list located on the help page .


If expired, can I still use my Groupon?

If you have an expired Groupon code, it will need to be redeemed at the box office only. If it is valid, the expired Groupon code can be redeemed for the value paid an adult ticket only.


If expired, can I still use my SMG Guest Pass?

If expired, all SMG printed passes cease to obtain any value past the expiration date. We are unable to replace or exchange expired passes due to our licensing agreements with the film studios. No exceptions are given for expired passes that were not used.


PARKING TIPS (LOCATION SPECIFIC)

EpiCentre

SMG will validate parking tickets for up to 4 hours in the self-parking area of the EpiCentre parking deck for guests of Studio Movie Grill only. We are unable to validate valet parking at this time. This parking area can be accessed from Trade or 4th Streets. Please note: EpiCentre parking attendants may request payment prior to entry on certain evenings without advance warning. SMG is unable to provide cash payment to patrons who have prepaid so please inquire with the parking attendants prior to utilizing the EpiCentre garage.


Upper Darby

SMG Upper Darby offers free parking available in the parking lot located off of Chestnut Street between S 69th Street and Heather Road. The parking lot is located behind the theater itself. Please note: Upper Darby parking attendants may request payment prior to entry on certain evenings without advance warning. SMG is unable to provide cash payment to patrons who have prepaid so please inquire with the parking attendants prior to utilizing the parking garage behind the facility.


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