virtual faq

1. Navigate to wff2020.eventive.org/passes/buy, select the pass you’re interested in and click the ‘buy’ button
2. On the Checkout screen you can adjust your pass quantity and/or enter a discount code.
3. Login or Register a new account:
   If you are new to our site you will need to register with a username and password for Eventive (our online streaming provider).   If you are returning, login with an existing username and password.
4. Enter your credit card information and click ‘Submit Payment Information’
5. A new order confirmation window will appear where you need to assign a name to each pass.  This is especially important if you are purchasing multiple passes that you intend to transfer to other friends or family.  Name the passes so they are easily identifiable, i.e “Amelia Earhart” and “Jacqueline Cochran”.  Type the new name where it says ‘First & Last Name’ and click ‘Save Name’.
6. Finally, click ‘Go to my passes’ to see a full list of purchased passes for your username.  wff2020.eventive.org/passes/buy

NOTE:  Once you purchase your pass, you must “pre-order” (reserve) tickets for all the screenings you wish to view. See instructions below.

TICKETS:  

If you don’t wish to purchase a pass, access to view one film program costs $10.  These standalone tickets are available to purchase beginning October 20th.  If you wish to reserve tickets before that date you will need to purchase a pass.

• Navigate to the RMWFF Virtual Screening Room, watch.eventive.org/wff2020
• Click on the film program you are interested in for more details.
• On the film details page select ‘Pre-order Now’
• If you are not already logged in, you will be prompted to login or create an account.
• If you already have a pass on your account, when you click on ‘pre-order’ you will have the option to add that film title to your pass.  If you don’t have a pass, you will be asked to enter credit card information to purchase that film program.

RMWFF is partnering with the virtual film festival platform Eventive to host our online festival. You can access films from your computer, device, or on your TV. 

Check out the help guide to see what requirements and how you can access films (there are a lot a ways to access films and Eventive offers live help if you run into trouble). https://watch.eventive.org/help  

If you bought a pass, you will still need to reserve/pre-order/unlock individual films from our Virtual Screening Room, watch.eventive.org/wff2020. Check out the text above for ‘How to Buy Passes and Reserve/Pre-order/Unlock Tickets.’  

Get your home theatre ready.

You have created your Eventive account and have your pass or ticket. Now plan how to watch the films from the comfort of your home.

• Connect your TV
  • If you own a Roku Streaming Stick, Roku Smart TV, or Apple TV you can download the Eventive app, connect to your account, and stream films. (Note: the Eventive App is for TVs and does not work on devices, tablets, phones, or computers).
  • You can also Cast or AirPlay the film to your TV. For this option, use your smart phone or laptop to Cast (Google Chromecast) or AirPlay (Apple) films to your TV.
  • You can plug your laptop or device into your TV through an HDMI cable.
  • Run into trouble? Check out the tech help or chat with someone.

• Watch on your computer, device, or tablet.
  • Navigate to RMWFF Virtual Screening Room at watch.eventive.org/wff2020
  • LOGIN using the button in the top right corner
  • Navigate to the film you are interested in watch and click for details.
  • Click ‘unlock now’ and/or ‘watch now’
  • Run into trouble? Check out the tech help or chat with someone.

Troubleshooting Tips

• You will not be able to access films if you are logged into a virtual private network (VPN). Films are only available to viewers in the United States and VPNs obstruct geoblocks.  
• The Gala event is not available on the Eventive App using Apple TV or Roku. You will need to log into those on a computer or other device or access through an HDMI cable or casting to your TV directly. See help for more details.
• If you are using an internet browser, Chrome works best.

New films will be made available to view each day of the festival, beginning November 13 through November 21.

Passholders: As soon as you purchase your pass you will have the opportunity to begin pre-ordering films you would like to view during the festival (November 13-21).
Tickets: Tickets to individual films will be available on October 20.

To access films you will need to ‘unlock’ and ‘watch’ that title on the scheduled day of its release. For example, CODED BIAS is available on Sunday, November 15th and it’s unlock window is that 24-hour period (12am until midnight). 

Once ‘unlocked’ you must select ‘watch’ to begin streaming that title, even if you immediately pause it to finish watching later on.  You will have 48 hours from the time you hit ‘watch’ to finish the film program.

Once you start (or ‘unlock’) the film, you will see an indication of how long you have to start watching below the viewing window on the film page. After you’ve started watching, the indication will change to show you how much time is left to finish.

Even if you have pre-ordered a specific film, if you forget to ‘unlock’ or ‘watch’  it on the specific release date you will not be able to see that film. So mark your calendars appropriately!

Once you start (or ‘unlock’) the film, you will see an indication of how long you have to start watching below the viewing window on the film page. After you’ve started watching, the indication will change to show you how much time is left to finish.

The Full Festival Pass allows you to unlock and watch all films, including the ‘Gala and Opening Night Film’.  

The Cinephile Pass allows you to unlock all films except the ‘Gala and Opening Night Film’.

The Flex 5 and Flex 10 passes allow you to unlock 5 or 10 films. These passes do not include the ‘Gala and Opening Night Film’ which must be purchased as a separate ticket.

Once you purchase your pass, you will receive a confirmation email with instructions on how to use your pass and most importantly how to reserve access to specific films for specific days.  Mark your calendar and get ready to watch!  (Look for more info on how to set up your TV, laptop or mobile device for viewing)

If you purchased a film and it is currently available to view, the player will automatically unlock and allow you to view the content. If you pre-ordered a program, you will receive a confirmation email with information on how to access your screening when it becomes available to view. If you misplace this email, do not worry – if you are logged into your Eventive account, the content will unlock for you when it is available.

Please note: Your Eventive login will be the same email and password used to purchase your pass or unlock.

Check your inbox for the order confirmation email and click the “watch now” button. If you misplaced this email:

1. Navigate to the RMWFF Virtual Screening Room, https://watch.eventive.org/wff2020

2. LOGIN in the top right corner using your Eventive username and password

3. Your “content library” should appear, listing all films that have been pre-ordered for that account.  If it doesn’t automatically load, click on your user icon in the top right corner of the window and select “My Content Library”

APPLE TV or ROKU: 

Content that had already been pre-ordered or unlocked will also appear on the Apple TV or Roku apps.  For more information on setting up Apple TV or Roku using the Eventive app, please visit watch.eventive.org/help.

Please confirm that you are logged in with the same email address or Facebook login you used to purchase the program. You can log in using the ‘Log in to your account’ link right below the “Pre-order now/Unlock now” button or in the upper right corner of the screen.

After your purchase, you should receive an email from Eventive regarding your pass order confirmation. The subject line should be “2020 RMWFF: Together, at Home.” If you did not receive this email to your inbox, please check your spam/junk folders.

You can verify the status of your pass through our Virtual Hub:

1. Navigate to our virtual hub, wff2020.eventive.org
2. LOGIN to Eventive using the button in the top right corner of the window
3. Once logged in successfully, new icons will appear in the top corner, including one for ‘My Passes’.
4. If you are still having trouble locating your pass, please contact us at [email protected].

If you found your pass, NEXT STEPS:

• Pre-order or unlock films in our Virtual Screening Room, watch.eventive.org/wff2020

Due to restrictions from filmmakers and film distributors, we will have a limited number of unlocks available for each film. Once we have hit the viewing allotment a film will be marked as “Sold Out.”

Films are available for a limited time and can only be viewed within the availability window. If the viewer does not hit ‘watch’ within that availability window or conclude watching the film within the allotted time, it will become unavailable to the viewer.  

Even if you pre-order a film you must unlock and watch it on the day of release, otherwise it will become unavailable.  Mark your calendars and be ready to watch on the day of release!

Visit the Eventive Device Compatibility page and follow the steps to unlock a free test video.

• You can test your device(s) for compatibility with our platform
• Confirm that you are able to make a purchase
• Confirm that you are receiving confirmation emails once a purchase has been completed

If you are unsure your devices are compatible, please refer to the Ways to Watch section for devices that are Eventive compatible.

 Find the film you would like to watch, select either the “Pre-Order” or “Unlock Now” button on the viewing window. Afterward, you will see a “Have a Discount Code” link. Click on the link and input your discount code. Proceed to log into your Eventive account or create one if you do not already have one. Once you complete your purchase, you can enjoy your film or event.

A similar link, titled ‘Have a Discount Code’, can be found on the checkout window for passes.

Yes, you have complete access to the entire program during your watch window. Once you click “Watch Now,” you have 48 hours to watch it. After you’ve started watching a program, you will see an indication of how much time is left to finish the screening.

To close a video, click anywhere outside of the viewing window.

A limited number of films will have closed captioning available. Films with closed captioning will be marked with “CC available.” To turn on captions when available simply click the CC marker in the tool bar in the right-hand corner to turn them on or off.

We recommend that all Apple users use Safari.

Closed Captions are not currently available on Roku.

We have had success streaming with Google Chrome, Safari, Firefox, Microsoft Edge and Opera. We recommend using the latest version of your browser. Internet Explorer is not supported. If you are trying to access a program and receive an error message, clear your browser history, then close and restart your browser.

The quality of the image depends on a few factors, including your internet speed. The player will auto-adjust to your internet speed. Your internet speed may change periodically based on how many other users are on your home network, the time of day, etc.

First, make sure that you are logged in with the correct Eventive account. If you are logged in correctly, you will see a circle with the initials of the account holder in the upper right corner of the page. If you are not logged in, you will instead see the word “Login” at the upper right corner of the page. Click “Login” and enter the desired account credentials.

If you are properly logged in and you still cannot play your film or event, please confirm that you are not on a VPN (Virtual Private Network.) Eventive’s content protection protocol does not allow VPN access. If all you see in the player window is a black screen, please click or tap on the window to activate player controls.

If you still cannot play your film or event, please refer to the IT Support section of this page or the Eventive FAQ Guide. watch.eventive.org/help

Hover the cursor over the film or event you are currently watching to make the video controls visible. On the bottom left, the sound icon controls the volume. To control how high or low the volume is, hover the cursor over the volume bar and click the left side to lower the volume or the right side to raise the volume.

Yes. All customer payment info is submitted securely to our payment processor, Stripe, using the most stringent, PCI Level 1 compliant security protocols. We do not store any sensitive customer credit card details. While hosted at Stripe, all card numbers are encrypted at rest with AES-256. Stripe’s infrastructure for storing, decrypting and transmitting card numbers runs in separate hosting infrastructure and doesn’t share any credentials with Stripe’s primary services (API, website, etc.). You may request that your payment information be unlinked from your account by choosing the “account settings” link at the upper right while logged in and viewing a specific organization or film page.

 Please visit: https://account.eventive.org/account 

TECHNICAL SUPPORT: https://watch.eventive.org/help 

CHAT WITH SOMEONE: https://watch.eventive.org/help

If you need direct assistance, we will be available during the festival. Please check back for specific hours. Or, please email and we will get back to you as soon as possible.

[email protected]
719-226-0450

More questions? Be sure to check out Eventive’s FAQ Guide and you can even chat with one of their reps.