FAQs
FREQUENTLY ASKED QUESTIONS
GENERAL
What is Ayala All Access?
Ayala All Access is Ayala Malls’ online platform for purchasing movie tickets, snack items, and selected cinema merchandise.
Do I need to create an account to use Ayala All Access?
No. You can browse and make purchases as a guest. Creating an account is not currently required.
Who operates Ayala All Access?
Ayala All Access is owned and operated by AyalaLand Malls, Inc. (ALMI).
Eligibility & Use
Can minors use Ayala All Access?
Yes, but minors (under 18) may only use the service with the supervision and involvement of a parent or legal guardian.
What information do I need to provide when purchasing?
You will be asked for basic personal information such as your full name, mobile number, and email address to process your transaction.
Ticket Purchase & Confirmation
How many tickets can I buy in one transaction?
You may purchase up to 10 tickets per transaction, with a maximum total value of ₱10,000.
How do I know if my transaction is successful?
Your transaction is successful once you see a confirmation page and receive a booking confirmation email.
What if I don’t receive my confirmation email?
If you don’t receive an email within 10 minutes, contact Ayala All Access Customer Service at ayalaallaccess.support@ayalamalls.com.
How do I claim my movie ticket?
Present your booking confirmation email at the ticket booth to claim your physical movie ticket.
What happens if I don’t claim my ticket?
Unclaimed tickets after the screening time are considered expired and are non-refundable.
Discounts, Vouchers and Gift Cards
Can I purchase discounted tickets online (PWD, Senior Citizen, etc.)?
At the moment, discounted tickets (such as PWD, Senior Citizen, and other government-mandated discounts) aren’t available for online purchase, as we need to validate your ID and eligibility in person.
How do I avail discounted tickets?
To enjoy these discounts, simply visit the ticket booth at your chosen Ayala Malls Cinemas and our team will be happy to assist you.
Can I use vouchers or gift cards online?
Vouchers and gift cards can’t be used online just yet—but good news! These options will be available in a future update.
Payments
What payment methods are accepted?
Payments are processed through accredited payment gateway providers. Available options depend on the provider.
Is there a convenience fee?
Yes. All movie tickets purchased online are subject to a non-refundable convenience fee.
Refunds
Are movie tickets refundable?
No. All movie tickets purchased through Ayala All Access are non-refundable, specially the following reasons:
- Not meeting MTRCB age or guidance requirements
- Selecting the wrong mall or cinema
- Non-compliance with 4DX screening guidelines
MTRCB & Admission Rules
Do MTRCB ratings apply to online purchases?
Yes. All admissions strictly follow MTRCB ratings. Proof of age may be required at the cinema.
What happens if I don’t meet the MTRCB requirements?
Admission may be denied, and the ticket will not be refunded.
4DX Guidelines
Who can watch 4DX screenings?
Guests must be at least 3.5 feet tall to be admitted.
Who is not allowed in 4DX cinemas?
Pregnant guests are not permitted to watch 4DX screenings.
What food and drinks are allowed in 4DX cinemas?
- Drinks must have secure lids or covers
- Canned beverages and hot drinks are not allowed
- Ice cream is not allowed
What happens if I don’t comply with 4DX guidelines?
Admission may be denied, and the ticket will not be refunded.
Third-Party Purchases
Can I request refunds for tickets bought from other platforms?
No. Tickets purchased through third-party services must be managed directly with the third-party provider, subject to their own policies.
Website Availability & Changes
Can Ayala All Access change or be unavailable?
Yes. The website or its services may be modified, suspended, or temporarily unavailable due to maintenance or system updates.