Frequently Asked Questions


Movies Booking


      How do I register with OTAPP?

      Click on the 'Register' link on the homepage of, Enter your full name, Email id., contact number, password and click on 'Submit' and you are registered with us.

      Is it necessary to register for booking tickets?

      Although registering is not a compulsion, we would suggest you to register on our website or on our mobile app, since it would allow you to view your entire booking history and avail the exciting offers.

      Why am I being asked for my Mobile number?

      Well, the simplest reason being that it is for the security of your transaction and also so that the booking confirmation can be sent to you via SMS. What's more, you also get the dope on discounts and offers.

      What are the benefits of registering on the site?

      By registering, you get access to your booking history on the site. You can also opt to get information on special offers.

      I have forgotten my password, how do I proceed?

      On the home page, enter your username in the login box on the top right hand corner, click on the Forgot Password link, and the password will be emailed to you on the email address registered with us.


      Before Booking Tickets:

      When does advance booking open on OTAPP?

      Commencement of booking depends entirely on cinema planning and the release date of the movie. Whenever the cinema opens the show for advance booking, the show is automatically made available on OTAPP.

      Do you charge extra fees for a booking?

      No we don’t charge extra for any movie ticket booking.

      Can I choose my seat at the cinema?

      Absolutely, this is one of the most beneficial features we offer so that our customers have a good ticketing experience. You have the choice of selecting or changing your seats at every step of the transaction.

      How many tickets can I book in one transaction?

      You are allowed a maximum of 20 tickets per transaction in each area category of the cinema screen. The maximum quantity of tickets available may vary from time to time. In case you wish to book more than 10 tickets, please feel free to contact us on +255 677 555 999 .

      Is there a telephone number where I can contact you and book my tickets?

      Apart from web bookings, we also offer a 24/7 Contact Centre booking service. You can call +255 677 555 999. These numbers are accessible through land lines, GSM and CDMA phones.

      Is there a cut off time for booking tickets?

      The cut-off time for booking may vary from cinema to cinema as it is governed by the cinema. It's usually 1-2 hours before the show start time.

      Minimum age of children to buy a ticket:

      Rest of the cities: Children aged 3 years and above will require a separate ticket.

      During Booking Tickets:

      How can I confirm whether my tickets have been booked?

      As soon as your booking is confirmed, a confirmation e-mail and SMS containing your booking details is sent across to the contact details entered while booking. In case you have not received the confirmation e-mail/SMS, please click on the 'Resend Confirmation' button on the homepage and enter the contact details used while transacting, a confirmation e-mail/SMS would be resent to you. And if not, you can call our center +255 677 555 999.

      I booked tickets through the website but did not get the confirmation email / SMS.

      In case your confirmation details are lost, click on the 'Resend Confirmation' link on the website or on our mobile appto resend the confirmation e-mail and SMS. Alternately, please call us on +255 677 555 999 for assistance

      Procedure to book tickets through
      1. Log on to
      2. Register yourself (We Recommend!) Sign in
      3. Select movie/cinema, date & time.
      4. Select the date and the no. of seats.
      5. Select the seating category and the no. of seats.
      6. Choose Seats' as per your preference.
      7. Click on 'Continue'
      8. Crosscheck your show details and the amount payable in the Order Summary.
      9. Click on 'Proceed to Payment' to go ahead with your booking.
      10. Enter your Email Id and Mobile no. in order to get the booking confirmation email and SMS.
      11. Choose the preferred Mode of Payment.
      12. Enter your Card number and other card details.
      13. Read and Check 'I Agree to the Terms and Conditions'
      14. Click on 'My payment.
      15. Click on 'Proceed Payment'
      16. You will receive a booking confirmation number. A confirmation email and SMS will be sent across to you.
      17. The Credit/Debit Card holder or the account holder in case of a net banking transaction need to be present during time of ticket collection. In a rare case, if you do not receive the email or SMS, please check for the booking history (For Registered users) on the website, or click on the 'Resend Confirmation' option to get a new confirmation.
      18. You can also contact us on +255 677 555 999, chat with us or write to us for assistance.
      After Booking Tickets:

      My booking number is 9*****6 Can you check and revert if my booking is confirmed?

      If you are a registered user, please login with your username and password. Then check the Booking History section, which will show a list of all bookings done by you. If the booking details show up in this section, then your booking has been successful. Alternately, call our helpdesk +255 677 555 999 .

      I accidentally booked my tickets for today instead of tomorrow, can you change the tickets?

      Tickets once booked are deemed sold. Hence it is not possible to cancel, replace or refund a confirmed booking.

      Can I change my seat numbers?

      No. It is not possible to change the seat numbers of a ticket once booked

      Can I change the show time that I have booked for?

      Once a ticket is booked, it is deemed as sold and there is no privilege to revise the booking details.

      Can we cancel or replace our tickets?

      As per cinema policy, once a ticket has been paid for, it is deemed sold. It cannot be replaced or cancelled.

      What are the modes of payment available to book tickets?

      We have the below modes of payment available for purchasing tickets:

      Through The Website:

      Debit/Credit Card

      OTAPP Wallet

      Mpesa for Vodacom User

      Tigopesa for Tigo user

      Through The Mobile Apps:

      Debit/Credit Card

      OTAPP Wallet

      Mpesa for Vodacom User

      Tigopesa for Tigo user

      we will be adding new payment options in the near future.

      When I enter my credit card information, the website asks for a CVV code. What is the CVV code?

      The CVV is a 3 or 4 digit code embossed or imprinted on the reverse side of Visa and MasterCard credit cards. This is an extra security measure to ensure that you have access or physical possession of the credit card itself in order to use the CVV code. The CVV code is illustrated in the picture below

      For Visa and MasterCard credit cards, the CVV is a 3 digit number embossed or imprinted on the reverse side of the card.

      My booking has been rejected, but my credit card has been charged, what do I do?

      This is a very rare situation, and can occur in case of a network fluctuation at the venue at the time of confirming the transaction. In this case, a reverse request for the charge on your card will be sent by us the same day to the bank.

      The refund has still not been credited in my credit card account

      As per our company policy, we send a reverse request to the bank by the end of the day. Depending on each bank's policy, it can sometimes take up to 15 working days for the reversal to take effect.

      In spite of several reminders, the refund is still not reflecting on my card.

      As per our company's policy, a reversal request is sent to the bank by the end of the day from our end. It can take up to 10 working days for the reversal, depending upon the card issuing bank for the amount to reflect in your account. In a rare case, if it has been longer than 10 days, please feel free to contact us on us on +255 677 555 999, chat with us or email us and we will take this up on priority with the bank to ensure the refund is done immediately.

      Can I book my tickets without my credit card since I don't want to disclose my credit card details?

      All credit card and debit card payments on OTAPP are processed through secure and trusted payment gateways managed by leading Tanzanian banks.

      I have received a call and email from the risk management department of OTAPP. What do I need to do?

      For security reasons you may receive a call/email from risk management team at OTAPP, all you need to do is email the requested documents mentioned in the mail so that our team can do the necessary verifications and authenticate your transaction.


      I am trying to book my tickets, but the drop down list is not working. What should I do?

      Please try refreshing the page once and clear your browser cache. If you still face problems, please contact us on +255 677 555 999, chat with us or email us and we will look into it immediately.

      What browser works best with OTAPP?

      Our website currently supports IE (version 7+), Mozilla Firefox, Google Chrome, Apple Safari and Opera and are adding support for other browsers as well.

      Why is the speed of this website so slow?

      We have optimized the website to offer the best user experience, we request you to once kindly check your connection with your Internet Service Provider.

      Does this site use cookies?

      Cookies help us customize our site to our customers' requirements, and offer a more personalized service.

      What do I do if my booking is not completed?

      We are sorry for this unlikely inconvenience. If your booking process fails during a payment process, we will notify you if any erroneous charges have been incurred and reverse any amount charged within 3 weeks.


      How often is the movies section updated?

      The Movies page on OTAPP is updated daily with the latest official information available about a film.

      How do you determine the films to include on the site?

      Films are listed on our site based on hype around them on social media platforms, and information received from official sources.

      Who can rate movies on OTAPP?

      OTAPP’s registered users can rate a movie (from 1 to 5) and submit a review for it. You can register on OTAPP with your email address, Google+ ID or Facebook ID.

      I posted a review on your site and it is not reflecting. Why?

      User reviews are moderated for appropriate content and relevance before they appear on the website.

      If your review is not showing up, it is most likely because of the following reasons:

      -It is not relevant to the film, or contains spoilers.

      -It contains profanities, or inappropriate/obscene personal remarks.

      -It contains remarks on sensitive issues like religion, sexual orientation, etc.

      -Excessive use of emojis or repetition of characters is perceived as spam.

      How do I see my user review? Can I edit or delete a review if I change my mind?

      You can scroll through the user reviews section to read your review and the opinions of other users. Once a review or rating is submitted, it cannot be deleted.

      Can I post my reviews anonymously?

      No. You must register on our site before you will be able to post a review.

      Can I post a review when the movie is not released in theatres, but I have seen it on the Internet?

      No. You can only post reviews for a movie once it has released in theatres.

      There are only positive reviews about the film. How do I know that they are not fake or that BMS hasn't been paid to publish these?

      All reviews, positive or negative, are approved by the system as long as they meet the guidelines mentioned above. If only positive reviews are reflecting for a movie, it is because we have only received positive user reviews for that film.

      The user rating for this film is poor, but the reviews are all positive? Are they fake?

      Not all users who rate a film submit a review. If you find only positive reviews for a film, it is likely that those who have rated the film poorly have not reviewed it.

      How do you calculate the heart rating displayed on a film’s page?

      A film needs to have a minimum threshold of votes for the heart rating to be displayed. We also do not display the heart rating for a film before it has actually been screened/released. The rating algorithm is a complex formula that calculates the weighted average of ratings from ticket buyers, non-transacting users and critic reviews. The formula is designed such that ratings from ticket buyers have the maximum influence on the overall heart rating of the film. The algorithm is also constantly updated to detect spam patterns and identify fake ratings.

      But I made my own calculations and the rating for movie should be 7.7, not 4.3! You’ve made a mistake.

      As we mentioned above, each category – ticket buyers, non-transacting users and critic reviews - is given a weightage, and the average rating is calculated on the basis of this. The algorithm is designed to reduce the possibility of users trying to beat the system by adding fake positive or negative reviews.

      On what basis do you choose the Critics’ Reviews on the movie page?

      Critics’ Reviews are chosen if they meet the following criteria: credibility of publication, availability of star rating, and if they are well-written.

      Can you replace a Critic’s Review with low rating with a Critic’s Review with higher rating for my movie? It is affecting sales of the movie tickets.

      As per company policy, we do not take down Critics’ Reviews from the Movie Page. Our rating formula in any case gives minimal weightage to critics’ ratings. We have found that individual critic reviews do not affect overall ticket sales as long as feedback from the users is favorable.


      I want to book tickets in bulk.

      Please email us the details on your requirement at or call us on +255 677 555 999 and our customer care team would be happy to assist you.

      I had booked tickets through OTAPP, but the show has been cancelled. How do I get the refund?

      In case of show cancellation, the amount will be refunded to you within a week. If it has been longer than a week, please contact us on +255 677 555 999, chat with us or write to us and we will take this up on priority and ensure the refund is done immediately.

      What is Verified by Visa?

      Verified by Visa is a new way to add safety when you transact online. Adding a password to your existing Visa card, Verified by Visa, ensures that only you can use your Visa card online. It's easy to activate for your existing Visa card, and it's free.

      I booked tickets through the website, but the transaction is not reflecting in my Booking History.

      In order to have an update of your transaction, please 'Sign In' with your OTAPP registered user ID before transacting. In case you have booked tickets without signing in, the bookings would not reflect in the booking history.

      I booked tickets through OTAPP for the English version of the Movie but the cinema is screening the movie in Hindi version. What do I do?

      This is a very rare situation. We request you to call our helpdesk on +255 677 555 999, for assistance chat with us or email us and our customer care team would be happy to assist you.

Event Booking

    Do i need an account to buy tickets?

    No, but it is quick and easy to set up! It also means that you can log into your account and purchase tickets to future events without having to re-enter all your details!

    How do i buy tickets to an event?

    Log into and click on the events tab, select the event that you are purchasing tickets for and follow the prompts to complete your order. Please note that some events may allow you to select your seat or add extra requirements to your purchase. These are only available when set up by the event organiser.

    Why can’t i purchase more than a certain amount of tickets?

    In some instances, the event organiser will cap the amount of tickets available to each person for purchase. In these cases, you will only have access to your allocated number of tickets.

    Do i have to print my tickets off?

    No, most event organisers are more than happy for you to show your electronic ticket to gain entry. To be sure though you can contact us or the event organiser directly.

    Can i change or cancel my booking?

    This is up to the event organiser. Please contact them directly to discuss your options.

    When will i receive my tickets?

    You will be sent an email immediately after purchase containing your receipt of purchase as well as your tickets. If you do not receive the email soon after purchase, please check the email address you submitted is correct and contact our customer service team.

    What payment options do you accept?

    We offer bunch of payment methods you can use Mpesa, Tigo-pesa, any Visa, Mastercard credit and debit cards.

    Where can i get help if i need it?

    We are always here to help! If it is a concern about your tickets or you are experiencing any software issues, please contact our team here.

    Are there any additional or hidden charges when I purchase ticket online?

    In case there is any kind of booking fee, it will be clearly displayed. At we mostly avoid charging booking fees. There is a per transaction fee per person and that is charged when you process to checkout.

    I have lost my tickets, can you resend them to me?

    Please contact our customer service team here

    Will my details be shared with any 3rd parties?

    No, Otapp treats your details securely and will not share them with any 3rd party. You can read our full privacy policy here.

    Do I get a refund in case I wish to cancel my ticket?

    There is NO cancellation and refund of tickets. In case you are not able to make it to the event you can contact the event organiser. If the organiser agrees, you will get a refund after deduction of booking fee per ticket. The booking fee varies depending on your event and ticket price.

Let us know what you need help for and our executive will be right on it to help you.