FAQs - SFFILM

2023 Doc Stories

When is Doc Stories this year?
Doc Stories will return November 2—5, 2023.

Where is Doc Stories this year?
Doc Stories will be hosted at the Vogue Theatre and the Premier Theater at LDAC in the Presidio this year.

Vogue Theatre
3290 Sacramento St, San Francisco, CA 94115

Premier Theater at LDAC
1 Letterman Dr # B San Francisco, CA 94129

When can I get tickets to Doc Stories?
SFFILM Members have access to tickets beginning October 11, 2023. General Public access begins October 13, 2023.

Are any Doc Stories programs available to stream this year?
Yes, click here to see what is available to stream this year.

Where can I find a PDF version of the program descriptions?
Click here for the 2023 Doc Stories program guide.

Where can I find an overall view of the Doc Stories schedule?
Click here for the 2023 Doc Stories schedule.

What is SFFILM’s COVID-19 policy?
Your safety is our top priority. Click here for our current COVID-19 policy.

When should I arrive for each show?
Doors generally open 30-60 minutes prior to a film start time. Please allow yourself ample time to arrive.

Can I bring my kids to the SFFILM Festival?
Programs during Doc Stories are often unrated and parents should use their own discretion when bringing children to films. If you have questions about the age appropriateness of one of our programs, please contact info@SFFilm.org. Our 2023 family-friendly program is:

Sun, Nov 5 at 10:00 AM PT
Story & Pictures By
Recommended for ages 8 and up.

When should I arrive at a screening venue?
Doors generally open 30-60 minutes prior to a film start time. Please arrive early to each screening to ensure that you have ample time to find seats.

Are there any free programs at Doc Stories?
Yes! Please join us for our free community screening of Little Richard: I Am Everything at 3:00 PM PT on Thu, Nov 2. Click here to RSVP.

What is Schools at Doc Stories?
Since 1991, SFFILM’s Schools at the Festival outreach program has created a vital connection between the annual San Francisco International Film Festival and the local educational community, providing students of all ages the opportunity to experience stories from around the world.

Accessibility

Where can I learn more about accessibility at Doc Stories?

The Film Details on the event page for each film contains information on if closed captioning, audio description, and American Sign Language (ASL) interpretation is available, and will be updated on a rolling basis as we receive content and verify accessibility features exist. Please note that accessibility features for films may be verified and updated after tickets go on sale to the public.

Lists of all accessible programs, detailed information about venue accessibility, and more can be found on our Accessibility page. Click here to learn more about accessibility.

Ticketing

How do I purchase tickets?
Online: Click here to create or sign in to your SFFILM account. Once signed in, you can purchase tickets for any of our events. Tickets purchased online are attached to your confirmation email. They can also be found by clicking “Tickets” on your account page.

Box Office: Tickets can also be purchased in person at the Festival. Visit the box office to get tickets to day-of and upcoming programs. Box office typically opens one hour before the first show of the day at each venue.

What is a Ticket Pack?
Ticket Packs are vouchers that come in bundles of six and 10 and can be redeemed for screenings and events with a value of up to $25. Click here to purchase a Ticket Pack.

Are there any passes available?
Yes! A Cinevisa is an all-access pass that includes admission to our in-person screenings. Click here to purchase a Cinevisa.

What does it mean if a show is AT RUSH?
A show is AT RUSH when all advance tickets have sold out. Rush tickets may be available to those standing in line at the venue 30–60 minutes before showtime. Once all ticket and pass holders are seated, empty seats will be sold on a first-come, first-served basis. We offer one ticket per person waiting in line at the time of admission.

What is a Daily Noon Ticket Release?
Additional tickets to sold out programs may become available online during our Daily Noon Ticket Releases. To find them, check the film’s event page daily, at 12 pm PT.

What is SFFILM’s cancellation policy?
All orders are final. No refunds, exchanges, substitutions, or replacements will be issued.

Streaming

When do films become available online?
Most films in the 2023 Doc Stories program are available both in-person and online. Films that are streaming will become available to stream online from Mon, Nov 6 at 12:01 am – Tue, Nov 7 at 11:59 pm PT

What films in the program are available to stream?
The following films will be available to stream:
New York Times Op-Docs
Richland
Four Daughters
Story & Pictures By
Shorts Block: Ideology vs. Identity
Sorry/Not Sorry

Are there geographic restrictions limiting where a film can be viewed?
Doc Stories films are only viewable in the state of California.

How long do I have to watch a film once I press play?
Once you begin streaming a film, you have 24 hours to complete the film. Please note, all films will be unavailable at 11:59 pm on November 7; if you start a film late on November 7, it will turn off before midnight.

Are there geographic restrictions limiting where a film can be viewed?
Doc Stories films are only viewable in the state of California.

Can I watch a film more than once during Doc Stories?
You can watch as many times as you wish within your 24-hour viewing window. Your 24-hour viewing window starts once you click “Stream Film”.

Can I stop watching and come back to my film later?
Yes, but remember that you have 24 hours to finish the film from the time you hit “play”.

Is Closed Captioning available for any streaming films?
A list of titles with closed captioning will be available closer to Doc Stories – check back!

If a streaming program says it is “at rush,” will more tickets be made available?
A limited amount of additional tickets may be made available for some streaming titles. Please check back on Sunday, November 5th!

Technical Requirements

What are the system requirements?
You can watch content on PCs running Windows 7+, and Intel-based Macs running OSX 10.12+. You can also watch films on Android tablets and phones using Chrome, and on iPhones and iPads using Safari.

What are the requirements for Windows computers?
Windows 7, Windows 8.1 or Windows 10
Supported browsers: Google Chrome, Firefox, Microsoft Edge, Opera. We recommend using the latest version of your browser. Internet Explorer is not supported.

What are the requirements for Mac computers?
Mac OSX 10.12 or later
Supported browsers: Google Chrome, Firefox, Safari, or Opera. We recommend using the latest version of your browser.

Can I use Roku, Apple TV, or FireStick to watch a screening?
Yes! Here is an overview of how to set up your Roku, Apple TV, or FireStick to stream films.

Download the “SFFILM” app on your Roku, Apple TV, or Fire Stick
Manually enter the 9 Digit Ticket Code that appears below the film when streaming in your web browser.
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.

Can I watch content on my iPhone/iPad?
Yes, you can watch content using Safari on iOS 11.2 or later.

Note: The “Screen Mirroring” feature cannot be used – please ensure you turn off Screen Mirroring if you encounter trouble playing content.
Note: You cannot use a lightning to HDMI adapter to connect to your TV. Try using AirPlay instead if you have a compatible TV or streaming box.

Can I watch content on my Android device?
Yes, you can watch content using Chrome on Android 6.0 or later.

Can I Chromecast?
Yes, you can watch content using Chrome on Android 6.0 or later.
You can cast to a 3rd generation or newer Chromecast stick.

To Chromecast from an Android phone or tablet:

Make sure your Chromecast devices is on the same Wi-fi network as your mobile device
After the video is playing, tap the “Cast” icon in the bottom right corner of the video player. If the icon doesn’t appear, unfortunately casting is not supported on your device.

To Chromecast from your computer:

Make sure you’re using Google Chrome as your browser.
After the video is playing, tap the “Cast” icon in the bottom right corner of the video player. If the icon doesn’t appear, unfortunately casting is not supported on your device.

Can I AirPlay to my AppleTV?
You can AirPlay from most browsers if you have an AirPlay compatible TV or streaming box by selecting the AirPlay button in the bottom right-hand side of the player. If the icon doesn’t appear, unfortunately casting is not supported on your device.

Compatible Smart TVs include select Samsung, LG, Sony and VIZIO models.
Compatible streaming boxes include AppleTV Gen4 and above, and select Roku HD streaming devices running the most up-to-date software.

Can I use the web browser built into my TV?
Maybe. Unfortunately many built-in Smart TVs’ web browsers don’t support protected content playback. If you get a black screen or error message, it’s likely that your TV is not compatible. Try another method to get the video onto your TV.

Can I connect my computer with a cable to watch on my TV?
You can directly connect your laptop or computer using an HDMI cable, by following these steps:

Make sure your computer is close enough to your TV for the HDMI cable to reach.
Connect one end of the HDMI cable into your computer.
Plug the other end of the cable into an available HDMI port on the TV. Take note of the HDMI input number.
Using the TV’s remote control, set the TV to the HDMI input that matches the port you connected the cable to.
If your computer’s display does not automatically appear on your television screen, you may need to have the computer manually detect the display:
Windows: Right-click on the desktop and select “Display Settings” > “Detect” > “Multiple displays”, and select “Duplicate these displays”), and click Apply.
Mac: Go to the Apple Menu and choose “System Preferences”. Choose “Displays”, and hold down the “Option” key to show the “Detect Displays” button. Click on “Detect Displays” while holding down the Option key.

Why does video playback stall or 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.

I see a black screen when I’m trying to AirPlay on my TV
You likely have “Screen Mirroring” turned on in your device settings. Please turn off the screen mirroring setting and start AirPlay by selecting the AirPlay button in the bottom right-hand side of the player.

I see a black screen but can hear audio
If you have an external display or TV connected with an HDMI cable, try disconnecting it. If videos play after it is disconnected, then unfortunately the display or cable doesn’t support encrypted video. Try another method.

Why do I see a black screen after the pre-roll if I am casting to Chromecast?
Some Chromecast versions cannot support transitions from one video to another. If this happens, turn off casting and re-start it once the film starts playing.

My Account

SFFILM memberships and tickets are connected to your SFFILM account. Read the FAQs below for help with creating an account or signing in.

How do I create an SFFILM account?
Click here to create a new account.

How do I log in to my sffilm.org account?
Click here to sign in to your SFFILM account.

SFFILM Members: Click the gray box at the top of the login screen to choose which set of credentials you prefer to use.
1. Username or email + password
2. Member Number + last name

Returning customers: Select Email using the gray box at the top of the login screen and sign in with your email address and password.

I can’t remember the email address associated with my SFFILM account.
Email us at members@SFFilm.org. We will check our records to find the correct email.

I can’t remember my member number.
1. Click here to access our login portal.
2. Click “Forgot your Number?”
2. Enter the first name, last name and zip code associated with your membership
3. Select “SFFILM Membership”
4. Click “Sign In” after your member number populates.

I can’t remember my password.
1. Click here to access our login portal.
2. Click “Forgot your password?”
3. Enter the email address associated with your membership.
4. Click “Send Me A Reset Link”
5. Check your inbox and spam folder for a message from community@SFFilm.org with the subject line “SFFILM Password Assistance–Reset Request” and click “Reset Password.”

Please email us at members@SFFilm.org if you continue to experience problems with your password.

My Tickets

How do I access my e-tickets?
To access your tickets in your inbox: Search your inbox and spam folder for an email from community@SFFilm.org that contains your scannable ticket.

To view your online order history: Sign in to your SFFILM account and click “Tickets.” Click here to sign in to your SFFILM account.

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 so that confirmations are delivered directly to your inbox.

Can I transfer my tickets to someone else?
Yes! Tickets can be easily transferred by forwarding the confirmation email that contains an attached PDF to the desired recipient.

What is SFFILM’s cancellation policy?
All orders are final. No refunds, exchanges, substitutions, or replacements will be issued.

I still have questions. Who can I contact?
We’re here to help! You can contact us by emailing info@SFFilm.org

My Membership

How do I become a member or renew my membership?
Click here to purchase or renew your membership. Please email members@SFFilm.org with questions.

How can I access member pre-sales?
Member pre-sale notices are sent via email. Follow the link in the message to purchase tickets, or check our website’s calendar of events. Be sure to sign in to our website with your member information to purchase tickets at the member rate.

Why am I not receiving SFFILM emails?
It’s possible that you’ve changed your preferences unknowingly during checkout. Please contact us at members@SFFilm.org to reset your email permissions.

How do I obtain my membership card?
Digital membership cards are now available! The cards are compatible with Apple Wallet and Google Pay. Follow these instructions to download a digital membership card to your mobile device:

1. On your mobile device, open the following link: https://sffilm.org/my-membership/
2. Click the gray box at the top of the login screen to choose which set of credentials you prefer to use.

Option 1: Username or email + password
Option 2: Member Number + last name

3. Enter your password and click the green SIGN IN button.
4. You will now see the My Membership page.

Apple Wallet Users: Click the ADD TO APPLE WALLET button.
G Pay Users: Click the GPAY SAVE TO PHONE button.

5. Done! You now have access to your digital membership card! Remember to show this digital membership card to use the priority access line.

How do I redeem the Ticket Pack included with my SFFILM membership?
Complimentary Ticket Pack(s) included with memberships at the Star level and above will appear as a payment option when applicable events are live on our website. Here’s how to checkout using your ticket pack:

1. Navigate to any regularly-priced screening, click Buy Tickets.
2. Sign in to your membership account
3. Choose the $0.00 Ticket 10-Pack price option from the list of ticket prices
4. Proceed to checkout

Jobs at SFFILM

How do I volunteer at the SFFILM Festival?
Click here to learn more about volunteering at the Festival.

Is SFFILM hiring?
Click here to visit our careers page. We do not accept resumes if we are not hiring.

Did you receive my job or internship application? How can I find out my job or internship status?
Please contact us with your full name and email address, as well as what role(s) you applied for. We will check to be sure that we received your application and/or let you know where we are in the hiring process.

When do internship applications open?
We generally open our internship application around mid April. Summer Internships will run from mid June through August.