Frequently asked questions

If you are unsure whether your purchase was completed, you can check it on Check your purchase.

Enter the same email address you used to make the purchase and select the cinema where you bought the tickets. Click “Check my purchase”. If we find purchases linked to those details for upcoming sessions or sessions held in the last 30 days, we will email you links to view the purchase summary and access your tickets.

Check your spam folder too. If you do not receive the email, make sure the email address and cinema are correct. The page does not display the purchase status, and not receiving an email does not always mean the payment failed. If you are still unsure, contact us before making another purchase to avoid a possible duplicate charge.

As stated in the applicable regulations and in the terms and conditions accepted at the time of purchase, purchased tickets cannot be refunded, cancelled, exchanged, or modified.

Pillalas.com acts as a ticket sales platform for cinemas. Any issue or exceptional request related to a purchase must be assessed by the management of each cinema through its head office and/or at the cinema itself.

If you need us to put you in touch with the relevant head office, fill out our contact form, state the venue, and briefly explain your request.

Once payment has been completed successfully on Pillalas.com, a purchase summary is shown with your tickets and the available options for entering the cinema.

If you can no longer view that page or have not received the email with your tickets, visit Check your purchase. Enter the same email address used for the purchase and select the cinema. If there are purchases linked to those details for upcoming sessions or sessions held in the last 30 days, you will receive an email with links to view the purchase summary and access your tickets. Check your spam folder.

If you do not receive the email, check that the email address and cinema are correct. Not receiving the message does not by itself confirm that the payment was unsuccessful. If you cannot find the purchase or entered your email address incorrectly, contact us through the contact form and include the cinema and any details that may help us locate it.

At Pillalas.com, we want buying your tickets to be a simple and quick process. That is why we have prepared a purchase guide that takes you through every step, from choosing a film and screening to accessing your tickets.

You can view our purchase guide here.

The Vuelve al Cine promotion lets you buy tickets at a reduced price for screenings that fall within the validity period shown on your code.

If the system does not accept your Vuelve al Cine code, check that:

• The screening date is within the validity period shown on the Vuelve code, including both the start and end dates.
• The Vuelve al Cine code has not already been used, either at a cinema box office or on Pillalas.com.
• You entered the code correctly in the designated field and only once.

Remember that the code validity applies to the screening date, regardless of the day you make the purchase.

Before trying again, check that your previous purchase was not completed. Check whether your account was charged and use our Check your purchase tool to see whether any tickets are linked to the transaction.

When you select your seats and click “Buy”, they are reserved temporarily while you complete the payment process. They will appear red to other users for a few minutes and cannot be selected.

If the purchase is not completed, do not worry if the seats remain red for a few minutes. Once the reservation period ends, they will be released automatically and shown as available again.

Both the summary shown after your purchase is completed and the email you receive with your digital tickets include the different entry options available at the venue.

Check this information before going to the cinema so you know how to present your tickets and enter the auditorium.

No. Pillalas.com does not offer registration or user accounts.

Some cinemas have their own membership cards or loyalty programs. If you are a member, you can enter your card details during the purchase process to identify yourself and access the relevant discounts or benefits.

As explained during the purchase process and in the email you received, you have 7 minutes to complete payment from the moment you are redirected to the payment gateway.

If you try to pay after this time has elapsed, the purchase cannot be completed. You will not be charged, although your bank may temporarily show a hold or authorization for the transaction amount.

This hold is not a charge made by Pillalas.com and your bank will release it automatically. The time it takes to disappear depends on your bank.

To buy your tickets, you will need to start the purchase process again.

For now, it is not possible to redeem Club Renoir invitations through Pillalas.com. Online redemption depends on Cines Renoir.

Each cinema sets its own prices and discounts for online purchases, so prices may vary. Once you select the cinema and screening, you’ll see the available options. If you need more information about a specific price, contact the cinema directly.

VOS stands for “Original Version with Subtitles”.

When a film is marked VOS, it is shown with the audio in its original language and subtitles. The subtitle language will also be specified when needed.

At Pillalas.com, you may see the following labels describing a film's version:

• Original version with subtitles in [language]: the film keeps its original-language audio and has subtitles in the specified language.
• Original version in [language]: the film is shown in the specified original language, without subtitles.
• Dubbed version in [language]: the film is shown with audio dubbed into the specified language, without subtitles.
• No dialogue: the film contains no spoken dialogue.

At Pillalas.com, we accept payment with the BCJ for the convenience of our users.

Cinemas schedule some screenings as unallocated seating, according to their own criteria.

At Pillalas.com, when a screening has unallocated seating, we only let you choose the number of tickets. That is why we do not show a seating plan for you to choose a seat.

For these screenings, you can choose where to sit when you enter the auditorium.

Pillalas acts as a payment gateway for tickets. For this reason, charges to your account or card appear under the names of the cinemas themselves.

If you see duplicate charges or charges that seem incorrect, we recommend checking the following:

• IMPORTANT: Check in your bank's app or website that the payment amount and details are correct. Some banks show the pre-authorization—a temporary hold on the amount—and the payment confirmation separately. Even if you see two entries, that does not mean you have been charged twice: the pre-authorization is not a second charge, and the transaction results in a single charge.
• Go to Check your purchase and enter the requested details to check whether you made more than one purchase.
• Check whether you made another purchase directly at the cinema, either for tickets or for other products such as food or merchandise.

If you still have questions about the charges after checking this information, use our contact form and select the category Questions about buying and downloading tickets.

For screenings that meet the requirements, and as long as tickets remain available within the venue's allocated quota, you will be given the option to choose how many of the selected tickets are for people over 65. You must go to the participating cinema with valid proof of eligibility to enter the venue.