Frequently asked questions
Your questions answered
Find the answers to our most common cinema ticket questions
I’ve exercised for the last two weeks and earned my points, but can’t claim a cinema ticket.
You need to make sure you’ve earned 12 activity points for two consecutive weeks and that your Vitality activity points are showing on your Vitality points statement by midnight on Sunday in order to claim your cinema ticket. You also need to have completed your online Health Review.
When will my Vitality activity points show on my Vitality points statement?
When can I book my cinema tickets?
Once your Vitality activity points are displaying on your Vitality points statement and you’ve earned 12 Vitality activity points a week for two consecutive weeks, you’ll be able to book your cinema ticket anytime from the following Monday. If you’re a Northern Ireland member, you’ll need to email us to order your cinema voucher, within one calendar month of earning your Vitality activity points.
Can I claim just one code even if I have other codes available?
If you choose to only generate one of your cinema tickets, the one with the shortest valid duration available will be generated. This means you’ll be given the code with the earliest expiry date, so you don’t risk missing out before it expires. If you’re a Northern Ireland member, you’ll need to email us to order your cinema voucher, within one calendar month of earning your Vitality activity points.
What if I’ve generated more than one cinema code online and they expire on different dates?
If you have two or more adults on your plan, you may earn cinema tickets at different times, so you could have more than one cinema ticket with different expiry dates. If you choose to get more than one code at a time and they have different expiry dates, you’ll see your codes in date order. The ones that are due to expire the soonest will show first, so we recommend you use the top codes first as they’ll expire the quickest. If you’re a Northern Ireland member, you’ll need to email us to order your cinema voucher, within one calendar month of earning your Vitality activity points.
Can I use my reward to see a film after my cinema ticket has expired if I book it before the expiry date?
What do I do if my code isn’t generated or isn’t working on the cinema website?
Please give us a call on 0345 602 3523. Our opening hours are Monday to Friday, 8am to 7pm and Saturday, 9am to 1pm.
What if I generate a cinema code for the wrong cinema?
Please check carefully when you generate a cinema code online, as we’re not able to swap your cinema choice once you’ve generated a code. Not applicable to Northern Ireland members.
What if I’ve claimed a cinema ticket but I don’t use it?
If you’re a Life or Invest member, your ticket allowance will reduce every time you claim a cinema ticket, even if you don’t use your code, so please ensure you use it before the expiry date. This also applies to Northern Ireland members with a Life or Invest plan.
I have one adult, two adult dependants and two child dependants on my plan. Who needs to earn activity points to unlock all my child dependant cinema tickets?
If you have children under 18 on your plan, both adults need to earn 12 activity points a week for two consecutive weeks to earn child cinema tickets. Children 18 years or over and adult dependants will need to earn their own points for their cinema tickets.
Does this mean that any other adults on my plan need an activity tracking device to be able to generate a cinema ticket?
All adults over the age of 18 on your plan will need to track their activity to earn a cinema ticket. They can link an activity device or use free tracking apps, such as Apple Health or Google Fit, to track their steps.
I have a child over the age of 18 on my plan, do they need to earn Vitality activity points to unlock their cinema ticket?
Yes, any child over the age of 18, or any adult dependants on your plan need to earn 12 Vitality activity points a week for two consecutive weeks to claim their cinema ticket.
If one adult earns 12 Vitality activity points, why doesn’t that unlock one child dependant ticket?
Because we want to encourage all adult members on the plan to take part in physical activity to earn Active Rewards.
Why do some members only need 5,000 steps a day to earn activity points for Active Rewards?
We want to encourage all of our members to engage in healthy habits. Members who are aged 70 or over or have a verified Vitality Age gap of 5 or more years, can earn 3 activity points for reaching 5,000 steps in a day. To earn a cinema ticket, they still need to earn 12 activity points a week for two consecutive weeks.
As a Life or Invest member, what happens to the number of cinema tickets I can claim if I add a member during my plan year?
If you add a member to your plan mid-year, your ticket allocation will be increased on a pro-rata basis for the remainder of your plan year.
A single planholder starts their plan in January can claim a maximum of 12 cinema tickets a year.
In June, they add another adult to their plan.
The new adult will be able to claim a maximum of 6 cinema tickets for the remainder of the plan year. This is pro-rated from the full 12 cinema ticket entitlement for a full plan year.
When the new plan year starts the following January, both adults on the plan will be able to claim a maximum 12 cinema tickets each – a total of 24 during their plan year.
As a Life or Invest member, what happens to the number of cinema tickets I can claim if I remove a member during my plan year?
If you remove a member during your plan year, your ticket allocation will decrease on a pro-rata basis for the remainder of your plan year.
A couple start a joint plan together and can claim a maximum of 12 cinema tickets each – a total of 24 for their plan year.
During the plan year, one of the adults is removed from the plan and has used 18 cinema tickets during the plan year so far.
This leaves the remaining member on the plan with 3 cinema tickets to use during the remainder of their plan year.
When the new plan year starts, the remaining member on the plan will be able to claim a maximum of 12 cinema tickets during their plan year.