We've gathered together helpful answers to the questions we receive most regularly below.
I haven't received my ticket confirmation email...
Firstly, please check your junk mail or Trash folder, and you can often find it lurking in there. Some email providers filter confirmation emails to the junk mail or trash folder, particularly as ticket confirmations include a PDF of your ticket as an attachment.
Help! I can't log in to my Electric Palace account.
Please check that you are trying to log in with the correct email address that you used to register your account. This is one of the most common queries we receive and often the issue is solved by logging in with an older email address you used when you originally registered on our site.
I can't seem to buy tickets on your website on my device, it won't let me...
Purchasing problems can be for a number of reasons. Before contacting us, it's really useful if you can try some of these suggested solutions as these can often help:
Problem at checkout:
Have you ticked the box next to the sentence 'Please read the below and tick this box to enable purchase' to acknowledge our terms and conditions regarding our screening start times? Unless you tick this box, your purchase will not be allowed to continue.
My card details are not recognised:
Please check you've entered your card details correctly, and that the email address you're using for purchase is the one associated with your card details.
I can't purchase as many tickets as I'd like for a screening:
If close to the screening start time, there may not be enough tickets available left for you to purchase. When screenings are close to selling out, our website will indicate how many tickets are available.
A different problem to the above:
Sometimes an old browser that hasn't been updated, or a slow internet connection can disrupt your online purchase. Try making your booking on a different device and check your internet connection - this often solves the problem.
If you're still experiencing problems, please take screenshots of the issue you're facing and we will do our best to investigate.
I can't change the password or the email address on my Electric Palace account.
Follow the steps instructed when you choose the 'Forgot my password' option. It can sometimes take a few hours for the reset password email to arrive, or it can also be sent to your junk mail or Trash folder, so please check there.
I need to chat with you on the phone, but can't find your phone number.
We cannot take phone enquiries or bookings, but please send an email to firstname.lastname@example.org and if you have a project you wish to discuss, please send us your number we can call you back.
When will I receive a reply to my email/submission to your contact form?
We aim to respond to queries within 48 hours, but it may sometimes take longer.
I'd like to hire the cinema for my private event. What do I do next?
Check the calendar on our Hire page to see if your desired hire date/time is available. Make your booking and you will receive a confirmation email with further information about refreshments, timings for your booking slot and more.
For any queries about private hires, please contact us at email@example.com
Please note we require 7 days' notice for any private hire cancellations, and a £20 cancellation fee will apply.
Do you have a hearing loop? Is there wheelchair access?
Yes, we have a hearing loop. Unfortunately the building is not accessible for wheelchairs. You can find further Accessibility information on our website.
Do you have subtitled screenings?
All of the foreign language film screenings we show have subtitles. If you have a request for us to include subtitles on any upcoming films, please let us know.
I can't get my voucher code to work. What will fix it?
Check you're typing in the correct voucher code in the way it's displayed on your voucher confirmation.
If you don't have enough funds left on your voucher to complete your ticket purchase, the system will calculate how much is left to pay and add this to your checkout amount.
How many seats do you have and what's the layout?
We have 48 seats and you can view the cinema layout via our Friends of the Electric Palace cinema information. If you're a Friend of the Electric Palace you can reserve your seat for a screening in advance (and receive lots of other perks too!)
What are your cinema opening hours?
Our general screening times are as follows, although this can vary so please check What's On information:
Thursdays 11am & 7.30pm
Sundays 11am and occasional 7.30pm
Please note doors open 30 mins before each screening time and online booking closes one hour before screenings begin.
Can children attend the Electric Palace unaccompanied?
Children under 12 years old cannot attend a screening unaccompanied, regardless of film certification. They should be accompanied by an adult aged 18 years or older.
Children over 12 years old can attend unaccompanied during daytime U, 12, 12A or PG screenings only (before 7pm).
I want to come to the screening tonight but I can no longer buy a ticket on your website as the booking link isn't showing up. Are tickets still available?
Online sales end one hour before the screening time, but unless the website indicates that a screening is sold out, we will have a certain amount of tickets available to buy on the door, first come first served.
A screening is sold out. Can I get on the waiting list for tickets?
We often don't find out until the last minute that previously sold tickets may be available for resale, so in most instances we're unable to create a ticket waiting list, but you are welcome to come along in person and wait on the door for if a ticket becomes available. This is on a first come first served basis.
How do I subscribe to your enewsletter?
I have a spare ticket. Can you share on your social media channels that I have this available to sell?
Please share your booking with any of your network and let them know to share your name on the door to use your ticket instead of you - we're unable to do this for you.
For screening tickets we do not offer refunds other than in exceptional circumstances, at management discretion.
I am an artist and I'm interested in displaying my art at the cinema. How do we set this up?
We love showing artists' work! Please contact us at firstname.lastname@example.org to express interest in putting on an exhibition.
NB: due to screen reflection during screenings, artwork behind reflective surfaces (glass, transparent plastic) is not suitable for display in the cinema.
You can find our policies on our website - including our refund policy.
I would like to bring my unpaid carer along when I visit the cinema. Is this possible?
Unpaid carers who present an official East Sussex Carers Card go free to all standard screenings (£10/£9/£5 events) when accompanying the person they care for who has a paid ticket, as long as the screening is not fully booked - please contact us in advance with any questions. Carers Card holders also get a free hot drink.
I'm going to be late to the screening. Can I still get in?
From October 2022, we trialled a policy of no admittance for anyone who arrived for the screening more than 10 minutes late, to avoid disruption to those already watching the film. We have now removed this policy, but please check the start time of your screening and arrive in good time for a prompt start. Doors open 30 minutes before each advertised screening time.
Question not answered above?
We will aim to answer your queries within two working days.