SFFILM

The Bay Area's home for the world's finest films and filmmakers.

2021 SFFILM Festival FAQ

LINK TO DRIVE IN FAQ: DRIVE-IN FAQ

 

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Overview

  • Is there a Festival Program Guide?

    Yes, you can find it here!

  • Are there any in-person events?

    Yes! We will have Drive-In films screening April 9-11 and April 15-17, at the Fort Mason Center for Arts and Culture. Please check out our Drive-In programs for more details on those events, and our Drive-In FAQ for more information about the policies and procedures of the Drive-In!

  • What is the best way to see movies that are being streamed?
    The Festival Streaming Pass is the best deal for you to stream the most movies at the SFFILM Festival! Your pass gives you access to all films streaming from April 9–18. All streaming films are subject to viewing capacity limits and will become unavailable after that limit is reached.
  • What is the best way to see all the movies?
    The best way to attend the Festival is with a Cinevisa. This all-access pass includes streaming content, access to the Opening Night Party (online), plus priority registration to attend live events at the Drive-In. All streaming films are subject to viewing capacity limits and will become unavailable after that limit is reached.
  • Are any programs free?
    All of our live talks will be free and open to the public on our website. RSVP is required.
  • Where can I view the Q&A's associated with films?
    When available, Q&A's will play immediately following the film, and are included with your ticket.
  • How can I vote for the Audience Award?
    Vote for the Audience Award by using the star rating system on watch.sffilm.org, with 5 stars being the best. For Mid-length and Shorts programs, click the link to be taken to the online ballot. Voting for Mid-length and Shorts programs is only available directly on watch.sffilm.org (not available on TV apps.)
  • Who do I contact if my question isn’t answered here, or if I need technical help?

    Use the chat tool on our website to ask a question. You can expect a speedy response between 10 am and 11 pm (PT) beginning April 5. You can also call our Box Office at 415-561-5006 or email info@sffilm.org for support.

Tickets + Passes

  • I have purchased a pass. How do I access and watch my films?

    At 12:01am (PST) on April 9, nearly our entire catalogue of festival streaming films will go live at watch.sffilm.org. Use your passholder credentials to sign in, then explore all of the available films. Click on a film’s image or title for more information about it, and click play to begin streaming. Once you hit play, you will have 24 hours to watch the film. A few of the films presented at the festival will have limited streaming windows and will not be available for the full duration. A list of those films is below in the "Streaming Restrictions" section of this same FAQ. All streaming films are subject to viewing capacity limits and will become unavailable after that limit is reached.

    You may also use Roku or Apple TV to stream any of our films; more information on that is in our “Technical Requirements” section of this same FAQ.

  • Do I need to reserve a spot to a film if I am a passholder?
    You do not need to reserve a spot to a film as a passholder. Beginning on April 9 at 12:01am, you will have access the entire catalogue of SFFILM streaming films at watch.sffilm.org, excluding the few that have more limited streaming windows. While we have set aside a majority of the views for passholders, films do have viewing capacity limits, so we recommend watching films in order of your interest. If a film hits capacity and becomes unavailable, you will still have access to the entire rest of the streaming library.
  • What are my passholder credentials?

    Anyone who purchased a pass prior to April 5 will receive an email on April 5 with their username and a link to set their password, along with instructions on how to use your pass to watch films.

    Anyone who purchased their pass April 5 or after will sign in to watch.sffilm.org with the same email and password combination they used to purchase tickets. These are your passholder credentials!

    If you are a member who purchased tickets using your member # and last name, and do not have a password linked to your account, or if you cannot remember your password, please head to watch.sffilm.org, click “Forgot Password”, and complete the password creation process. Head back to watch.sffilm.org and try out your new password!

  • I have purchased a ticket. How do I access and watch my films?

    As soon as you have purchased tickets, you will receive a confirmation from community@sffilm.org containing a 9-digit ticket code for each film. Hold on to this email, and star or flag it to keep it easily accessible! Once the festival begins, you may click on the green button labeled “CLICK TO STREAM” to be taken directly to the film’s streaming page. Once you hit play, you will have 24 hours to watch the film.

    Alternatively, you may go to watch.sffilm.org, and manually input the 9-digit ticket code.

    You may also use Roku or Apple TV to stream any of our films; more information on that is in our “Technical Requirements” section of this same FAQ.

  • Can I use my complimentary ticket vouchers, 6-pack, 10-pack, or volunteer vouchers to view films? How would I redeem these?

    Make sure you are signed in to your SFFILM account. If you have voucher codes that are not attached to your account, click “Know a Promotion Code?” at checkout and enter your code there. All vouchers are valid until May 1, 2021. E-mail community@sffilm.org if your voucher code is not working.

    Full ticket packs may be exchanged for a Festival Streaming Pass. Contact: members@sffilm.org.

  • Can I check out as a guest?
    You will need to create an account on the SFFILM website to attend the Festival, as all of your tickets to online and in-person programs will be tied to an account. This is the most secure way we can ensure that you will be able to view your programs during the Festival.
  • How do I view my order history?
    To sign in to your account click the SIGN IN icon in the upper right corner of the SFFILM website. Enter use either your username/email + password or your member number + last name to sign in. Click the Settings icon again (your initials should now be here), and "Order History" to find all your past orders.
  • I can't find my confirmation email.
    Check your Junk/Spam folder for an email from community@sffilm.org. If you find it there, please mark it as "Not Junk" and add us to your address book. If you still can't find it, sign into your SFFILM account and click on the Order History tab to access your recent orders.
  • I can't RSVP or add anything to my cart. I get an error message that says: "No tickets were found for the request criteria that you specified. Please try your request again.
    Make sure you are signed into your account and click the shopping cart icon in the top right corner.
  • What does it mean when a program is "at RUSH"? Can online programs go to RUSH?
    A show is AT RUSH when all advance tickets have sold out. All streaming films have audience capacity limits and may go to RUSH if that limit is reached. Check event pages for availability, and always get your tickets early to ensure you have a spot. During the festival, more tickets may become available during Festival Daily Noon Ticket Releases. Check back to the film's event page at noon daily during the festival to see if tickets have been released. Screenings at the Drive-In will have a RUSH line for vehicles, and tickets will be sold on a first-come, first-served basis to those in the RUSH line at showtime if space is available.

Technical Requirements

  • What are the system requirements to watch films?

    Here are the recommend system requirements for watching films on these devices:

    • PC: Windows 7, Windows 8.1 or Windows 10
    • Mac: Mac OSX 10.12 or later
    • Web Browsers: We recommend using the newest version of Google Chrome as your web browser. Safari, Firefox, Microsoft Edge, and Opera are also supported. Internet Explorer is not supported.
    • Roku: 3rd generation (2013) or newer
    • Apple TV: 4th generation (2015) or newer
    • iPhone/iPad: iOS 11.2 or newer, using Safari or Chrome 
    • Android: version 6.0 or newer
  • Can I use Roku, Apple TV, or Fire Stick to watch a screening?

    Yes! Here is an overview of how to set up your Roku or Apple TV to stream films.

    Ticket-buyers:

    • Download the “SFFILM” app on your Roku, Apple TV, or Fire Stick
    • Manually enter the 9 Digit Ticket Code found in the green CLICK TO STREAM button on your confirmation email.
    • You will be brought directly to the specific film’s event page. Click play to begin the film!
    • Repeat for any and all films you have purchased tickets for.

    Passholders:

    • Download the “SFFILM” app on your Roku, Apple TV, or Fire Stick.
    • Sign in with your Passholder Credentials. If you are having trouble signing in, please chat with our staff using the chat tool on our website, and they can get you set up.
  • Can I use AirPlay or Chromecast to watch on my TV?

    Yes! You can Chromecast from PC and Mac computers as well as from an Android device. Navigate here for a guide to using Chromecast or here for a guide to using AirPlay. You can AirPlay a film from an iPad or iPhone to an Apple TV as well.

  • Can I watch films and/or Q&As on my iPhone, iPad or android phone?

    Yes! You can watch films and live talks on iPhone/iPad using Safari or Chrome on iOS 11.2 or later. You can watch films and live talks on Android 6.0 or later.

  • What if the video playback stalls or does not play smoothly?

    We use adaptive bitrate streaming which means the streaming quality will automatically adjust based on your internet speed. If your internet connection is poor or inconsistent you may experience problems during playback. If you’re on wifi, try moving closer to your router.

  • What if my screen is black and I only hear audio? Or if I don’t even hear audio at all?

    Check that your system meets the minimum requirements listed above in the Technical Requirements section. Try using a different browser or device if possible, to see if the issue persists. If none of these work, talk to our staff from 10am to 11pm (PT) using the chat tool in the bottom right corner!

  • I am seeing "Playback Error" when I try to stream films on my computer. Help!

    This error happens in a Google Chrome browser means you need to do a “hard reload” of your system, see our directions below. If you are getting this error outside of Google Chrome, please talk to our staff from 10am to 11pm (PT) using the chat tool on our website.

    To do a “hard reload” in Chrome on a Mac:

    • In the menu at the top of your screen, go to View -> Developer -> Developer Tools
    • Now right click on the “refresh” icon in Chrome and you should see an option to “Empty Cache and Hard Reload”
    • Choose that option and now try streaming the film. It should work!

    If that does not work for you, try a different web browser. For example, if you are using a Safari browser, try using Google Chrome or Firefox instead. If switching browsers does not work, try watching on a different device. For example, if the video is not playing on your iPad, try watching on a computer instead.

  • Can I cast from my iPad/iPhone to my TV using screen-mirroring?
    No. iPad & iPhone iOS doesn't support playback of encrypted video through screen-mirroring.
  • How do I pair my Apple TV app with my passholder login?

    Download the “SFFILM” app on your Apple TV. Once you are in the Apple TV app, you will see an option to sign in as a passholder. Click on that, and you can “pair” your TV with your computer using by navigating to www.watch.sffilm.org/pair and signing in using your credentials, or sign in directly on the Apple TV app.

Live Talks

  • How do I access the live talk that I have RSVP’d to?

    Live talks occur on the same event page where you RSVP’d. Refer to your confirmation email from community@sffilm.org. Prior to event start time click the green “Go to Event” button, and it will take you directly to the event page. Scroll down to find the window where the talk will begin. You can also navigate to the event on the SFFILM.org Live Events page.

    Alternatively, you can see all of your upcoming events by signing into your SFFILM account. Click the SIGN IN icon in the upper right corner of the SFFILM website. Use either your username/email + password or your member number + last name to sign in. Click the Settings icon again (your initials should now be here), and “Upcoming Events” to see a list of all events you have RSVP’d to in chronological order. Click “Go to Event”, and you will be taken directly to the desired event’s page.

  • Do I have to RSVP?
    RSVPing is required, as many of our events have audience capacity limits, and it is the only way you will receive an email reminder for the upcoming talk.
  • Can I watch live talks on my Roku or Apple TV?
    In order to keep live talks free, accessible, and open to audience engagement, these are all hosted on SFFILM.org. This means they cannot be viewed using Roku or Apple TV. To watch conversations on your TV, you will need to connect your computer or device to your TV via HDMI cable, Chromecast, or AirPlay.

  • Are closed-captions available?
    Closed captioning is usually available on event recordings 3–5 days after the event. To request accommodations for a specific event, please e-mail ada@sffilm.org.

Streaming Restrictions

  • Are there geographical restrictions limiting where a film can be viewed from?

    All films presented at our festival are only viewable in the US. The following films are only viewable in the state of California:

    • Rita Moreno: Just a Girl Who Decided to Go For It
    • Street Gang

    Our live talks may be viewed from anywhere!

  • Is every film available for the duration of the festival?

    Nearly every film is available to stream for the full duration of the festival, beginning on Friday, April 9 at 12:01 am and ending on Sunday, April 18 at 11:59 pm (PDT). There are only a few exceptions to this:

    • Rita Moreno: Just a Girl Who Decided to Go For It, which becomes unavailable on Monday, April 12 at 8:30 am (PT)
    • Naked Singularity, which is not available to stream until Saturday, April 10 at 12:01 am (PT)
    • Socks on Fire, which is only available for passholders, is not available to stream until Saturday, April 10 at 6:30pm (PT).
    • Street Gang: How We Got to Sesame Street which is not available to stream until Saturday, April 17 at 6:00 pm (PT)

    All films are subject to viewing capacity limits and will become unavailable after that limit is reached.

  • How long do I have to watch a film once I start it?

    You have a 24 hour viewing window once you click play.

  • Can I stop watching and come back to my film later?
    You can pause your film and return to watch it later, as long as it is within the 24 hour viewing window.
  • What is the difference between a "streaming window" and a "viewing window"?
    The "streaming window" is the duration a given film will be available as part of the 2021 festival. The "viewing window" is the amount of time you have to watch the film once you hit play: 24 hours.
  • When is my last chance to watch a film?
    Films go offline once the streaming window ends. This means the streaming window will override your viewing window, even if you begin a film less than 24 hours before the streaming window ends. For example, almost all films will become unavailable at 11:59 pm (PDT) on Sunday, April 18. If your film hasn't finished by 11:59 pm (PDT) on April 18, it will turn off and become unavailable. We recommend beginning any films on April 18 before 9 pm (PDT), to ensure you can watch them to completion. Films with limited streaming windows may become unavailable earlier than 11:59 pm (PDT) on April 18.

Accessibility

For any and all questions, please contact info@sffilm.org.

On this page:

Contact
info@sffilm.org
415-561-5006
10AM – 11PM
Phone hours 2PM – 8PM