Separate a transaction from a general cinema account
The October 2025 migration guide says customers who had transacted with the Cineplex Store were transferred. Someone who only held a general Cineplex relationship without a store purchase is a different case. Before searching for a lost film, locate the actual digital-store confirmation and establish whether there was a purchase or rental associated with that email.
An expired rental is not a missing permanent purchase
The publisher says eligible purchases and active rentals moved into My Library, while expired rentals did not. For example, a film rented and completed long before the migration should not be expected to return as a fresh viewing window. Check the original transaction type and dates before interpreting its absence as loss of a purchased copy. The same film title can describe both kinds of transaction.
Follow the documented account recovery without replacing the evidence
The guide says old passwords and saved payment methods did not transfer and instructs users to reset the password using the former store email. Those are separate account fields from the eligible title entitlements. Do not start another rental merely to test whether the old one is present. If a purchased title remains absent, give official support its confirmation and the selected account privately. This article reports the published migration instructions; no password, payment record or library was accessed.