FAQ
FAQ
Pick what you need help with
Overview
Cineland Account
Create Account
Create an account
The account can be created via home > register.
I can't register because it seems my email is already registered
Please contact helpline helplinecineland.bg if your email address is already in use. Our team will be happy to help you.
Delete account
The account can be deleted under My Account – Settings – Delete Account.
Personal Information
Change personal information
The personal information can be changed after logging in under My Account – Personal Information.
Transfer account to someone else
The account cannot be transferred according to the terms and conditions. In case of violation we will block your account.
Password
Change password
The password can be changed at any time after logging in under My Account – Change Password.
Reset password
You can reset your password during the login process.
Klick on login – forgot password and enter your email address. We’ll send you an email to reset your password.
Payment Methods
Add, delete or store a payment methods
A payment method can be added during the ticket purchase. To change and delete it, go to My Account – Payment methods.
Do you accept credit cards from foreign credit card issuers?
For security reasons, we only accept credit cards from Bulgarian credit card issuers.
Tickets
Ticket Purchases
Purchase tickets via app or online
To purchase tickets via the website or the app, you need a Cineland account. All accepted payment methods can be found in our FAQ’s.
Purchase ticket as a guest
You cannot purchase tickets online as a guest. Please register for a blue Cinema account. You can buy a ticket at the box office at any time without registration.
Increase / reduce number of seats during purchase process
Add additional seats in the seatplan.
Accepted payment methods on Cineland
Online we do accept the following:
- credit card
You can also use your gift cards / vouchers.
How do I receive my purchased online tickets?
Purchased tickets will be sent as a PDF to the registered email address (please also check the SPAM folder).
You can then store the tickets in the wallet of your app or mobile. Your purchased tickets are also listed under My Account.
You can also forward the tickets as a pdf by e-mail.
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Buy tickets for wheelchair accesible seats online
Tickets for visitors with handicap can be purchased online.
Who is eligible to purchase tickets for accessible Seats?
Individuals with disabilities who use wheelchairs or other mobility devices may purchase tickets for accessible seats. Other individuals with disabilities are eligible to purchase tickets for accessible seats if they require the use of the features of accessible seating. A ticket purchaser may, for example, have a s
A blue Cinema account is required for purchase, reservations are only possible with a valid blue Cinema Club subscription.
We recommend to check the seating plan of the cinema before booking or contact us for more information. Please note that not all cinemas are wheelchair accessible.
Purchased Tickets
Where can I find my purchased tickets?
The purchased tickets are available after login under My Account – Ticket Purchases.
Forward purchased tickets
Tickets can be forwarded once to a recipient as a PDF or assigned to the wallet/passbook.
Add ticket to the wallet
The ticket can be added to the wallet.
Admission to the theatre with digital or printed ticket
For the entrance, you can show the ticket in a print version or the digital version in your app or wallet.
Cancel Purchased Tickets
Can the purchased ticket be canceled?
Purchased Tickets can not be canceled.
Ticket Purchase Failed
I have purchased a ticket, but did not receive a confirmation email. Is my purchase compeleted?
If the correct e-mail address has been entered and you have not received an order confirmation by e-mail (also in the SPAM folder), the ticket purchase was not successful. The purchase amount of the tickets will not be charged or credited to your account within a few hours.
For further questions, please contact us.
Credit card was charged and no ticket received
If you have been charged on the app but have not received an order confirmation (tickets in your email inbox or SPAM folder), please send us the following information via contact form:
- When was the purchase made (date/time)
- Amount
- Selected payment method
- In case of payment by credit card the first 6 and the last 4 digits of the credit card
We will check it and will get to you as soon as possible.
Ticket purchase cannot be completed
If you have problems paying for a ticket, you might need to fix a problem with your payments profile. Check to see if your payment method is up to date. If it isn’t please update it.
Please contact us in case of any questions.
I was double-charged on my credit card
If you have been charged for the same transaction more than once, please send us the following information:
- date of the transaction
- screenshot of your credit card statement (which shows both transactions)
- invoice, if you have it
We will check the issue and will get back to you as soon as possible.
Reservations
Make a reservation for tickets
Please make sure that you are logged into your account.
You can find your reserved tickets in your account under Reservations. You can buy the reserved tickets here. Please note that reserved tickets do not entitle you to enter the cinema. This is only possible with purchased tickets. Please release unused and reserved tickets via the cancellation function as soon as possible.
Online ticket reservation without a Cineland account
Online tickets can be reserved with a Cineland account.
Program
Movie program
When will the movie program for the upcoming week be published
The new movie program for the upcoming cinema week (Thursday to Wednesday) is always published on Monday. Tickets for these screenings are available on Monday from 18:00 onwards here[link cinema page], in the app and in all blue Cinema cinemas.
Specific information about movies and program
Age rating
The applicable age ratings are displayed for each film.
Ticket prices
When you buy tickets online, the price of the tickets will also be displayed in your account.
Gift Cards & Vouchers
Gift Cards
Purchase a gift card
How can I use the gift card?
Purchased gift cards can be found in your account under Gift Cards.
You have two options to use your gift card.
- Send/give away: Make others happy and send the gift card with a personal message. The recipient will receive an email and for recipients with their own account the card will also be listed in their Cineland Account. Click on “Use as gifts” if you would like to give the card as a gift. Please note that once gift cards are sent/used, they cannot be used by you again.
- Use yourself: Alternatively, you can redeem gift cards yourself when purchasing tickets and more. Please click the “Use” option.
Redeem gift cards
Gift cards can be used to purchase tickets at the box office, online at bluecinema.ch and in the Cineland app.
In the cinemas, they can also be used to purchase refreshments.
Balance query
The current balance of a gift card can be checked online and in the Cineland app under Gift cards – Balance inquiry.
Gift cards for companies
For more information on how to purchase gift cards for companies please reach out to our support team. Here’s our contact form.
Validity of Cineland gift cards
The gift cards are valid for 10 years from the date of issue.
Gift card lost / damaged / stolen
Gift cards will not be replaced in case of loss, theft or damage.
Vouchers
What are the coupons in my account and where do they come from?
The vouchers in your account are benefits that you have earned through purchase or that you have received as part of a promotion from Cineland.
Please note the following:
- Vouchers are valid for a limited time and cannot be redeemed afterwards.
- Some vouchers can be forwarded as a gift to an e-mail address specified by you. You will then no longer be able to use them yourself.
With the option “Apply” you can redeem an existing voucher.
Cinema & Information
Opening hours
Visitors with disabilities
Detailed information on visiting the Cineland cinemas for people with disabilities can be found here.
Lost and forgotten items
If you have forgotten or lost any item in the cinema, the easiest and quickest way is to go back to the cinema and contact the box office with your request. Alternatively, you can send us your request via contact form.
Are dogs allowed in the cinema?
Bringing dogs and other pets is prohibited according to our house regulations. Unfortunately, we cannot make any exceptions.
Assistance dogs are of course welcome.
Contact
Helpline
Contact form
Reach out to our support team. We’re happy to help. Here’s our contact form.