My voucher is not accepted during the booking – what can I do?

If your voucher is not accepted during the booking process, please follow these steps:

1. Check the details on your voucher.
   Each voucher states which screenings and formats it is valid for. Special formats such as IMAX or 4DX, as well as seats with additional services, may be excluded.
    
2. Check the film format in the booking overview.
   You can find the film format (e.g. 2D, 3D, IMAX, 4DX) directly in the overview – usually next to the film title or during the show selection. This helps you see whether your voucher is valid for that screening.
    

3. If your voucher still doesn’t work:
   You are welcome to send us a request including the following information:

   • E‑mail address
   • Voucher number
   • Short description of the issue

   

   Please note that processing your request may take a few working days.