fbpx
 

FAQ

Below are FAQs and How To videos that we hope may help with any issues you might have with VFF Online.
If you have any additional questions, please contact us via email, or use our online chat when available.

Email Us

VFF Technical Support Staff is Available:

During Test Fest

12:00pm – 7:30pm: January 11 – 13 | January 19 – 20 | January 25 – 29 | February 1-4

 

During VFF Online

12:00pm – 7:30pm: February 5 – 14

TECH SUPPORT CONTACT FORM

GENERAL HELP

When and where is VFF 2021?

The 2021 Victoria Film Festival is taking place between February 5th & 14th. It is a virtual festival, there will be no in-person events. The 2021 VFF Online is only available for residents in British Columbia.

What is Test Fest?

Test Fest is a trial run proceeding 2021 VFF Online festival running January 11 – 13 | January 19 – 20 | January 25 – 29 | February 1-4

 

We encourage you to set up your streaming connection prior to the festival. 

Is a VFF $2 membership required for all people attending the festival online?

Yes a $2 membership is still required by attendee’s to view unrated films in BC, even if it is a virtual screening.

How can I make a donation?

Donations can be made here and you can also learn more about our donor perks.

Thank you for your support!

Where can I get this year’s printed schedule?

We will have a limited amount of small foldable schedules for VFF 2021 available outside the general office on 1215 Blanshard St, in Serious Coffee shops on Vancouver Island and at various other locations throughout the city of Victoria.

 

Check here for a comprehensive list of locations.

How are COVID-19 restrictions being followed?

As the 2021 VFF is now a completely online festival, the only COVID-19 restrictions you need to follow will be the ones in your own home. If you’re going to view a film with others, make sure it is in accordance with BC Public Health Authority Rules and Regulations!

Be smart, be safe.

VFF Online Account

Do I need to create a new account to stream VFF Online?

Yes! As we are now operating on a new ticketing and streaming platform, you will need to register an account under your name to gain access to all tickets, passes and online streaming events.  You can do so when you are purchasing a ticket/pass or you can register beforehand to make the process more streamlined upon checkout.

I forgot my account password, what now?

If you have forgotten your password, you will be able to request a password reset on the Elevent login page. The reset instructional email will be sent to the email you used to register your account with.

 

If you are still having problems logging in, contact us and provide your account details and information. We can manually send a password reset to you.

Where do I pick up my VFF membership card?

Currently due to BC Government regulations all our theatres and box office locations are closed.

So for now all VFF memberships will be in the digital form. We ask that you purchase one when you buy a ticket or pass to the 2021 VFF Online.

 

Don’t forget that after the festival is over the memberships are also good for The Vic Theatre films. Retain your confirmation email which shows proof of purchase and when the pandemic has blown over, we will issue you a physical membership card for you to use at The Vic Theatre.

When does my VFF membership expire?

VFF memberships expire annually on July 31st. 

Tickets and Passes

How much do tickets and passes cost?
  • VFF Online Feature Film Ticket: $8
  • VFF Online Feature Film Group Ticket: $12 
  • VFF Online 10 Ticket Package: $80
  • See ‘em All Pass: $79 
  • See ‘em All Group Pass: $99
  • VFF/VIC Membership: $2


All purchases incur a service fee and GST. 

I’m watching VFF Online with my family, what ticket should I buy?

If more than one person is watching a film with you it is highly recommended for you to purchase a group ticket. Though we cannot enforce that only one person is watching per single ticket, we trust that you are going to be honest and get a ticket based on how many people will be watching with you.

I want a ticket for an in person film/event, how does that work?

There are no in-person films or events taking place at the 2021 VFF. The entire festival will be an online streaming festival.

How do VFF Online tickets work?

Tickets and passes for 2021 VFF Online can be purchased here. Purchasing a ticket will grant you access to the specific film you bought a ticket to. A pass grants you access to the entire festival and you use it by logging into the virtual streaming platform. A package will grant you 10 individual tickets that have unique codes, these can then be allocated to the films of your choosing. 

 

When you purchase a product, an email order confirmation will immediately be sent to you. 

The order confirmation will include a rundown of all tickets and passes you have purchased for the 2021 VFF Online. These are not your tickets. 

 

All of your tickets/packages/extras are accessible on your Elevent Account. 

 

All 2021 VFF feature films will be available to stream at 12pm Feb 5, 2021. There will be no scheduled times for screenings.

 

After you have purchased a ticket or pass to the VFF, you will receive a ‘Virtual Access’  email from ‘Victoria Film Festival’ inviting you to the Virtual Streaming Platform. Here is where you can view the films of your choosing when it suits you best. Pass holders will have to create a password for the CineSend streaming platform after clicking the ‘Join Now’ button in their email. It will take you to the streaming portal, however you must create a password for access to the streaming portal. (We recommend that it be the same as your Elevent Account.)

 

Your Virtual Access email will also contain the Voucher/Ticket Code which can be entered into the virtual streaming portal manually via your TV , Computer or Phone. Enter the codes in the Virtual Streaming Platform once the festival is live to access your film of choice. 

 

You can also find what products you have purchased under your account’s  ‘Overview’ or ‘Order History’ once you have registered and logged in to Elevent. 

 

All films are listed here.

 

If you want to watch VFF Online on Apple, Roku or Android TV you need to download the Elevent TV App first from the corresponding app store.

Once downloaded, open the Elevent TV App and you can enter the Voucher Code (Found in your Virtual Access email) using your remote control and the film will start to play. You can also login to the virtual streaming portal on a laptop or computer via your internet browser and then cast to your TV.

Where do I find my link to stream?

If you have purchased a ticket or pass to 2021 VFF Online during the festival dates you will be given the option to view your event straight away on the Elevent platform after purchase.

If tickets are purchased preceding the starting date, you will have to wait until the festival commences before the films will be available for viewing. You can access your prior purchases in your Elevent account, under ‘Order History’. Here you will see buttons for any active links from previous purchases.

If you don’t want to view straight away, you will also receive a Virtual Access Email from Elevent which will contain a link inviting you to watch the film of your choice as well as a voucher code. This can be accessed at any time during the festival dates to directly be linked to the streaming portal for the film you selected. Pass holders will be offered a ‘Join Now’ button. It will take you to the same page, however you must create a password for access to the streaming portal. (We recommend that it be the same as your Elevent Account.)

 

The third option is to go to our VFF Virtual Events goelevent.com microsite. Here a list of all current virtual films will be available to search through. After logging into your Elevent account, you can select the film you purchased a prior ticket to and Select the ‘View Now’ button.

 

If you are watching via Apple TV, Roku or FireTV or casting to your TV:

  1. Download the Elevent Roku or Elevent AppleTV app and enter the voucher code found in your ‘Virtual Access’ email using your remote
  2. Click the link to begin the film on your computer’s web browser and screencast from your computer to TV. (Requires Chromecast or equivalent)


You can also access the virtual streaming portal from the 2021 VFF Online home page:https://2021.victoriafilmfestival.com/


Simply log in to your Elevent account or enter ticket code when prompted.

 

Elevent FAQ: https://goelevent.reamaze.com/articles/virtual-events-faq

 

Here a video on where to find your stream link

[VIDEO COMING SOON]

I am a donor member, how do I get my pass?

After you have donated to become a VFF Hero you will receive a confirmation email from our ticketing platform. This will include what amount you donated and a thank you message. It will also state that a member from our team will contact you in relation to your pass or ticket packages. 


As you had to create an Elevent account to donate to the VFF, your donor passes or tickets will be found there. Our Box Office Manager will allocate the correct pass or ticket package to your account after you have donated. You can then access all our films and events through our Virtual streaming portal or your elevent account. 

I am a volunteer, how do I get my voucher?

Volunteers will be allocated their ‘volunteer tickets’ by the Box Office Manager. An Elevent account will be created under your name and your tickets will be designated to you. A confirmation, as well as a password reset email will be sent out. You can access the tickets in your accounts overview section. Select the film you would like to view and redeem your ticket via the code associated with the ticket.

Are there any additional costs to watch films online?

Apart from the cost of the tickets and passes there is your VFF membership fee of $2. As well as the $3 service fee and GST.

Can I use my VFF See ‘em All for in-person films?

The See ‘em All is only for the VFF Online and is valid during festival dates. There will be no in-person films at the 2021 VFF.

Can I get a refund or exchange on my purchase?

All passes and tickets are final sale. There are no refunds or exchanges. 

Please double check that you are purchasing the correct item before completing the purchase.

What you need to know about VFF Online

How do I watch films online for VFF 2021?

All of our feature films are available through our streaming service hosted by Elevent and Cinesend. They can be found on here or the related Elevent TV app. All films on VFF Online can only be watched in British Columbia. 

 

VFF Online will be available on

  • Apple TV
  • Roku
  • Amazon FireTV
  • A laptop or desktop computer via Chrome, Firefox, Safari, Opera,  Microsoft Edge. Internet Explorer is not supported 
  • A HDMI cable can be connected between your computer and TV to watch on your TV
  • You can cast to your TV with Chrome cast and Airplay through your AppleTV.

 

 

Films will be available to stream online from 12pm February 5th 2021 until 10pm February 14th 2021.

Can I watch films online outside of British Columbia?

All VFF Online films are geo-blocked to British Columbia. This means films can only be viewed if you are inside BC. 

 

The VFF Springboard Panel Live Stream is available world-wide.

Can I watch films outside of BC if I am using a VPN?

Using a VPN connection to provide a BC IP address from outside of BC will not work and you will be unable to stream any films. We do not recommend purchasing a ticket or pass under these circumstances. 

Can I watch films online at any time or are they scheduled?

As soon as the festival commences, all our feature films will be available to stream online at once and will continue to be so until the end of the festival. So you can enjoy each film at a time that suits you best.

How long are the films available to watch online?

Films will be available to stream online from 12pm February 5th 2021 until 10pm February 14th 2021

I missed my films online scheduled time, can I get a refund or exchange?

There is no schedule for the  2021 VFF Online. You don’t have to worry about missing a film screening time, as they are available all festival long.

 

However you must view the film of your choice within 72 Hours of pressing play

 

If you miss the 72 hour window there are no refunds or exchanges on all tickets. Everything is a final sale.

Can I watch a film more than once?

Most VFF Online films can only be viewed once, unless you have a See ‘em All Pass. The exceptions are Q & A’s and free to watch films.

Can I rewind or start a film over?

You can rewind or start over if you haven’t finished the film. You only have 72 hours to complete the film before it becomes unavailable. 

Are there Live online events and how does that work?

Yes we will have a live streamed SpringBoard Industry Event. A springboard ticket package is required to gain access to this 2 day event (Taking place Feb. 6-7). Day One features forward-thinking live streamed panels with Industry leaders while Day Two offers you 3 ‘One on One’ sessions with decision makers.

These will be accessible from our Elevent virtual streaming portal and operated on Zoom.

 

Deadline to buy a SpringBoard Ticket Package is January 29, 2021. There is limited capacity for 2 Day access.

 

There are going to be a few Q&A’s that are going to be available after watching select films though they will not be live. Everything for VFF Online will be recorded. Springboard will be VFF’s only live event to be streamed online.

Do films have Closed Captioning?

Only non English films will have subtitles.

Springboard Industry Event

How do I access the Springboard Industry event?

You must first buy a SpringBoard Ticket Package on Elevent. This year there are two types of Springboard Packages:

 

 

SPRINGBOARD 1 DAY PASS

CAD$39 +TAX
4 Tickets. View each of the 4 Live Streamed Panels.

 

SPRINGBOARD 2 DAY PASS

CAD$89 +TAX
7 Tickets. 4 to each of the Live Streamed Panels, 3 to separate virtual ‘One on One’ Sessions with different industry members.

How do I access the SpringBoard Live Stream Panels?

Once you have purchased your Springboard Membership, you can join the live stream panels once they are available. There are 4 live panels that are scheduled throughout the day (Feb 6).

 

The Springboard 1 Day Pass will contain 4 tickets, one to be redeemed for each live streamed panel. The live panels are as follows:

 

  • The Future of Distribution
  • Inclusion Matters
  • Making Successful Documents: Right Time, Right Place (Pre-recorded)
  • What Are We Looking For

 

If the Springboard panel event has already started you will be immediately directed to the live stream via the ‘View Now’  button on the confirmation page after checking out. 

 

If you have purchased your Springboard pass in advance a Virtual Access Email will be sent to you, containing a link to the live stream via Zoom. 

How do I schedule my 'One on One' sessions?

For the ‘One on One’ sessions, you will be allocated 3 tickets. Each ticket will be redeemable for a ‘One on One’ session with a different host. They will each have their own live stream event set up in our events page. 

 

Select the host you would like to have a 15 minute session with, choose an available time slot in which to book in your session. Confirm the purchase using one of your tickets from your Springboard Package. Once locked in you will receive an email with a link to your Zoom session with the host.

This link can only be accessed during the time you have scheduled in. Trying to access it before or after the allocated time slot will not work. Make sure you note down when your one-on-one sessions are. If you miss them, there is no rescheduling or refunds.


You are able to pick 3 hosts to have a ‘One on One’ session with. You cannot book two sessions with the same host. 

 

Do not book 2 different hosts at the same time. 

TECH HELP

VFF Online Setup and Troubleshooting

How can I watch a film on my TV, computer or tablet?

TV

 

VFF Online can be streamed through the Elevent TV APP, if you have an Apple TV, Roku or Amazon FireStick device.

 

An HDMI cable from your computer to your TV is another easy solution (HDMI works on most computers, but not all Macs.)

COMPUTER

 

You can also get VFF Online onto your TV from your computer or laptop if you have Chromecast or with a Mac computer using Airplay to your AppleTV.

 

VFF Online can be streamed on PC’s running Windows 7+ and Intel based Macs running macOSX 10.12+, with a minimum internet speed of 25mb/s.

TABLET

 

Android 6.0+ tablets and iPads running IOS 11.2 + can watch films through an internet browser.

 

Using an Ipad to Chromecast or using a Smart TV is not supported by Elevent (Digital Rights Management issue) .

How to watch on Apple TV with or without AirPlay

Available only for Apple TV models Generation 4 and higher.

  1. From your Apple TV device, launch the App Store.
  2. Search for the app Elevent TV app  and install the app. Here’s how to download apps from the App Store to your Apple TV.
  3. Once the app is installed, it will ask you for a code to connect to our virtual streaming portal. On your computer, tablet or smartphone, navigate to our Virtual streaming portal and log into your Elvent account. When on the homepage, click the gear icon in the upper right-hand corner, select Watch on My TV, enter the code from your Apple TV device and follow the instructions.
  4. You must first unlock programs on your computer, tablet or smartphone to be able to watch them on your Apple TV.

 

You can AirPlay from most browsers if you have Apple TV by selecting the AirPlay button in the bottom right-hand side of the player.

  1. Make sure your devices (iPhone, iPad, laptop, Apple TV or Smart TV) are connected to the same Wi-Fi network.
  2. Using the Safari browser on your Apple computer, iPhone or iPad, go to the AirPlay icon.
  3. Connect to your Apple TV by entering the code. Your device screen should appear as a mirror on your TV.
  4. If you are having audio sync issues when AirPlaying from your computer, try connecting from an iPhone or iPad.
  5. If you are trying to AirPlay to a Smart TV, you must first select the program you want to watch from your Apple device and then select the AirPlay button from within the player.
  6. Still having trouble? Here’s a step-by-step guide on how to use AirPlay.
How to watch on Roku

[VIDEO COMING SOON]

  1. From your TV activate your Roku player with the remote, select and download Elevent TV app. You can also add the Elevent app to your Roku Account from your computer, laptop or smartphone if you have logged into your Roku Online account. 
  2. Once the app is installed, navigate to the VFF Virtual Streaming portal and login or enter your ticket code using the roku remote.
  3. When on the [VFF Online link] homepage, click the gear icon in the upper right-hand corner, select Watch on My TV, enter the code from your Roku device and follow the instructions.
  4. You must first unlock programs on your computer, tablet or smartphone to be able to watch them on your Roku
How to watch on Google Chromecast

You can Cast from a Chrome web browser on PC and Mac computers as well as Android devices by selecting the cast button in the bottom right-hand side of the player. 

 

At this time, Chromecast is not available to cast from Apple iOS devices, like the iPhone and iPad.

 

You can also stream directly from a browser tab in the Chrome browser to a TV connected to a Chromecast device from your Mac or Windows computer. Once your Chromecast is set up you can stream directly from your computer.

 

  1. On VFF Online, open the Chrome menu in the upper right corner of the window (or the View menu) and select Cast. Make sure the tab you want to be displayed is the one you are selecting to cast.
  2. Select your Chromecast source (consider selecting Chrome tab) and your Chromecast destination. Chromecast will then be connected and video will be playing on your TV.
  3. To disconnect from Chromecast, click the blue Stop icon next to your casting destination.
  4. If there are any issues with the Chromecast stream, try setting the video to a lower quality.
  5. Still having trouble? Here’s a guide on how to use Chromecast from your computer.
How to watch on Amazon FireStick TV

[VIDEO COMING SOON]

  1. Launch your Fire Stick and select the magnifying glass icon from the top menu.
  2. Using the directional pad, type in the name of an app,  Elevent TV APP . Then select the app from the list.
  3. Press the center button on your remote to select an app.
  4. Then select Get or Download.
  5. Wait for the download to finish and select Open to launch it.
  6. You must first unlock programs on your computer, tablet or smartphone to be able to watch them on your Amazon FireStick.
How to watch on a Windows Computer

[VIDEO COMING SOON]

The VFF Online system is compatible with Windows 7 or newer. You will need the latest version of the browser you most prefer. To download click the one you want:

Chrome  

Firefox 

Opera 

Microsoft Edge 

Internet Explorer does not support VFF Online, you must have one of the browsers from above.

One of the ways you can set up your computer to watch a film on your TV is by plugging in a HDMI cable from your computer to the TV. Here’s a short step by step on how to set this up

How to watch on an Apple Computer

[VIDEO COMING SOON]

The VFF Online system is compatible with Intel based Macs running macOSX 10.12+. You will need the latest version of the browser you most prefer. To download click the one you want:

Safari

 Chrome  

Firefox 

Opera 

One of the ways you can set up your computer to watch a film on your TV is by plugging in a HDMI cable from your computer to the TV. Here’s a short step by step on how to set this up.

Streaming from my computer is not working

There are a few reasons why VFF Online may not be working smoothly on your computer. Follow these steps to fix the problem. 

  1. Make sure that you are logged into the VFF Elevent Virtual Streaming Portal [HERE]
  2. Try clearing your browser’s cache and then opening and closing the browser 
  3. Please double check that you have the newest version of the browser installed on your computer. Internet Explorer does not support VFF Online.
  4. Disable any ad-blocking software, browser extensions or plugins. Some of these are known to interfere with our website’s functionality. Once you have completed that then restart your browser. 
  5. If you are watching on your TV via HDMI cable, try unplugging and replugging the HDMI cable . 
  6. Restart your computer
  7. Restart your wireless router or modem
How to watch on an Android Tablet/Phone

[VIDEO COMING SOON]

The VFF Online system is compatible with Android 6.0 or newer. You will need the latest version of the browser you most prefer. To download click the one you want:

Chrome 

Firefox 

Opera 

Microsoft Edge 

Internet Explorer does not support VFF Online, you must have one of the browsers from above.

How to watch on an iPad Tablet/iPhone

[VIDEO COMING SOON]

Please note that you must have “Screening Mirroring” turned off for content to play. 

The VFF Online system is compatible with iOS 11.2 or newer. You will need the latest version of the browser you most prefer. To download click the one you want:

Safari

Chrome 

Firefox 

Opera 

The Apple Lightning HDMI adapter does not support VFF Online as Apple and the Lightning cable blocks the DRM content.

To be able to watch on an Apple device you must have the most current version on Safari on iOS 11.2 or newer.

The film is low quality or not playing smoothly, how do I fix this?

VFF Online through Elevent uses an adaptive bitrate streaming, which means the streaming quality will automatically adjust based on your internet speed, just like Netflix or Youtube. If your internet connection is weak or inconsistent you may experience delay or problems during playback. 

 

Here are some steps you can take to fix playback issues:

  1. Make sure your internet connection is fast and stable. To test this go to SpeedTest to see what your internet speeds are. It is recommended the minimum download speed required for streaming is 25mbps.
  2. If you are watching via AirPlay try connecting from an iPhone/iPad rather than a laptop
  3. If you are watching via ChromeCast make sure your phone/tablet/computer and ChromeCast is on the same Wi-Fi network 
  4. Restart your system
  5. Restart your internet modem and/or router
  6. Log out of your VFF account and then log back in

 

If none of the above steps work you may need to speak to your internet service provider, which may be Shaw, Bell, Telus or other ISP.