REFRAME 2023 FAQs
We’re sure you’ve got questions about how best to enjoy the festival, so we’ve compiled answers below to many of those most frequently asked.
If you’re not finding the answer to your question, please send us a quick note to and we’ll respond to you directly.
Table of Contents
General Festival Questions
Will there be any in-person events?
Is this different from ReFrame at Home?
How can I watch festival films?
Can I watch ReFrame 2023 films from any location?
Technical Questions
Test your device compatibility
Are there other TV apps available?
Can I select the films I want to watch within the TV app?
I am still having technical issues viewing films on my device. What can I do?
Ticketing Questions
I have already purchased a Virtual Festival Pass / Festival Ticket-Pack. What now?
Can I buy Virtual Festival Passes / Festival Ticket-Packs / Individual film tickets as a gift?
Where can I see all of the films that I have unlocked?
I unlocked a film, but I don’t see it in “My Tickets”.
I unlocked the wrong film. Can I exchange my ticket for a different screening?
How long do I have to watch my unlocked films?
Account Questions
I have a ReFrame at Home account on Eventive. Can I use the same account for ReFrame 2023?
I am having trouble with my password. What do I do?
General Festival Questions
What is the Virtual Festival?
ReFrame 2023 will be a primarily virtual festival experience, hosted on the Eventive Virtual platform from January 26-February 3, 2023. If you accessed ReFrame 2022, or rented any ReFrame at Home titles, you will be familiar with the platform and will use the same account to access all ReFrame 2023 festival programs.
Most ReFrame 2023 films will be available on-demand through the festival dates. This means there will not be a traditional film schedule, so you can enjoy the bulk of ReFrame 2023 programs entirely at your leisure. There will be a handful of livestreamed Q&As / post-film discussions that happen at pre-set times, however all of these will become available as recorded content after the live events have completed.
Will there be any in-person events?
Yes! While the 2023 ReFrame Film Festival will be a primarily virtual festival, there will be a handful of in-person events including an Opening Night event at Showplace Performance Centre. Please note: Tickets for opening night are sold separately and are not included in the purchase of a Virtual Festival Pass or Festival ticket-pack. Tickets to opening night are $20 or pay-what-you-can. There will also be an exhibition and panel discussion, both held at Artspace.
Is this different from ReFrame at Home?
ReFrame 2023 will be hosted on the same platform as ReFrame at Home. If you have already been enjoying ReFrame at Home, you are almost ready to enjoy the festival. You will use the same login information for ReFrame 2023.
How can I watch festival films?
You can access Festival content through an internet browser on your smartphone, tablet, or computer. If you have a Roku, AppleTV, or Chromecast device, you can also stream films directly on your TV. If you do not have a compatible streaming device, you can also connect your laptop to your TV via an HDMI cord. Check out the Connectivity Options below for more details.
Can I watch ReFrame 2023 films from any location?
The ReFrame Virtual Festival is geo-blocked to Canada and can only be streamed within Canada.
Technical Questions
Test your device compatibility
Visit the Eventive Screen Test page, and follow the steps to unlock the free test video. From here 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 whether your devices are compatible, please refer to the rest of this FAQ for devices that are Eventive compatible.
How do I watch on my TV?
Once you’ve created / accessed your account on Eventive, and purchased your Virtual Festival Pass / Festival Ticket-Pack / individual film ticket, it’s time to connect your TV.
There are four options to do this, depending on your device:
Choose your Smart TV or Device
ROKU
If you have a Roku Smart TV or device:
Search for “Eventive TV” in the Roku Channel Store on your Roku. You can also add the Eventive TV app to your Roku via the Roku website by clicking here.
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Once installed, you will see a 6 character code you will enter into your account settings at watch.eventive.org/tv.
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Once you have entered the code, your Roku will show all of the content you have unlocked for viewing via another device such as a laptop or mobile device.
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All of your unlocked content will be available on the app. If a program has not already been unlocked, you’ll have to unlock it on another device such as a laptop or mobile device first.
Please note:
If a film / program has not already been unlocked, you will need to unlock it on another device first, such as your computer or smartphone.
You must own the Roku Streaming Stick, or a Roku Smart TV to use this app. This is not an app for your smartphone, tablet or computer.
Livestreams are currently not available via the TV app. You can cast them from another device to your TV.
APPLE TV
If you have AppleTV:
Please download the “Eventive TV” app from the Apple TV App Store (accessible via your TV, this is not an app for your smartphone, tablet or computer). You must have at least a generation 4 Apple TV to access the App Store.
- When you open the app for the first time, you will see an activation code
- On another device, please navigate to watch.eventive.org/tv, then login if necessary, and use the code from your TV to connect your account.
- Now, select from the available channels on the Eventive Apple TV app to begin watching
- Visit the festival tab on a separate device to unlock the films you would like to watch. All of your unlocked content will now be available for streaming on the Apple TV app.
Please note:
If a program has not already been unlocked, you will have to unlock it on another device first, such as your computer or smartphone.
If you ever need to re-activate the TV app, you can select TV app setup by hovering over the login ID circle in the upper right of the device screen.
Livestreams are currently not available via the TV app. You can AirPlay them from another device to your TV.
AMAZON FIRESTICK or FIRE TV
Open your Firestick or Fire TV app and navigate to the magnifying glass icon to search. Enter EVENTIVE TV in the search field and select EVENTIVE TV when it appears, next press the down button on your remote to navigate to “Apps and Games” where you will find the EVENTIVE TV app. You can also add the Eventive TV app to your Amazon Fire TV via the Amazon website by clicking here.
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Select the app and install on your device. Once installed you will then see a 6 character code you will enter into your account settings at watch.eventive.org/tv
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Once you have entered the code your Fire TV will show all of the content you have unlocked for viewing via another device such as a laptop or mobile device.
Please note:
If a program has not already been unlocked, you will have to unlock it on another device first, such as your computer or smartphone.
If you ever need to re-activate the TV app, you can select TV app setup by hovering over the login ID circle in the upper right of the device screen.
Livestreams are currently not available via the TV app. You can AirPlay them from another device to your TV.
CHROMECAST or AIRPLAY
If you have an Apple TV, Chromecast (3rd gen or later), or a smart TV enabled with AirPlay or Chromecast, set your computer, mobile device or browser to “AirPlay” or “cast” to the TV device.
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Unlock the film program in the Eventive Virtual Theatre.
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Set the player window on your computer, mobile device or browser to full screen using the icon in the lower right.
- Set your computer, mobile device or browser to “AirPlay” or “cast” to the TV device. (this varies based on your device)
Please note:
Only 3rd generation Chromecast devices are supported on the Eventive platform.
Chromecast will work on select Android devices, see instructions above.
iOS devices (Apple) must use the AirPlay function.
Chromecast on iOS devices are not compatible with the Eventive platform.
Due to content protection restrictions, the Screen Mirroring feature on smart TVs and other devices cannot be used. Many browsers built into smart TVs and other devices will NOT allow protected content to play.
HDMI CABLE CONNECTION
You can also directly connect a laptop or computer using an HDMI cable by doing the following:
- Make sure your computer is close enough to your Television for the HDMI cable to reach between them safely.
- Connect one end of the HDMI cable into an available HDMI port on the TV. Take note of the HDMI input number it is being connected to.
- Plug the other end of the cable into your laptop’s HDMI out port
- Set the TV to the HDMI Input port that the computer is connected to using the source or display button on your TV remote.
Please note:
If your computer’s display does not automatically appear on your TV screen, you may need to have the computer manually detect the display
On Windows: right-click on the desktop > Display Settings > Click Detect > Click the “Multiple displays” drop-down box, and select “Duplicate these displays” > Click “Apply”
On Mac: Go to the Apple Menu > choose System Preferences > Choose the “Displays” panel > Hold down the “Option” key to show the “Detect Displays” button (note that it replaces the “Gather Windows” button) > Click on “Detect Displays” while holding Option to use the function as intended.
Are there other TV apps available?
No. TV apps are currently only available for Roku and AppleTV. Make sure you download the correct app for the hardware that you own. The Roku TV App will only work on Roku devices, while the AppleTV App will only work with AppleTV devices.
Can I select the films I want to watch within the TV app?
No. In order to access ReFrame 2023 content on your TV, you will need to unlock each film on a separate device first (i.e. your smartphone, tablet or computer). Once you have unlocked a film online (available early-January 2023), it will appear in your TV app.
I am still having technical issues viewing films on my device. What can I do?
Please visit the Eventive Virtual Help Page for detailed setup instructions, FAQs and Technical Support.
If you can’t find the answer to your question there, contact Eventive Support directly by clicking the “Launch live chat support” button at the bottom of the Help Page.
Ticketing Questions
Are ticket packs available?
Yes. The Virtual Festival Pass permits you access to all the films and film programs at the 2023 ReFrame Film Festival.
Once the film lineup is released in early-January 2023, single tickets and Festival Ticket-Packs will be available for each film ($10 each / PWYC).
I have already purchased a Virtual Festival Pass / Festival 5, 8, or 10-Pack. What now?
When the film lineup is available in early-January 2023, you will be invited to pre-register your “seats” for the films you would like to watch. After logging in to your My ReFrame account, you will see an option to use your Virtual Festival Pass / Festival Ticket-Pack to unlock films at no extra cost (subject to capacity limits).
Can I buy Virtual Festival Passes / Festival Ticket-Packs / Individual film tickets as a gift?
Yes. On checkout, you will see an option to “Give as a gift”. You can send or download a redeemable gift certificate after placing your order.
Does my Virtual Festival Pass / Festival Ticket-Pack guarantee access to any film I would like to see?
No. Each film has a limited capacity, just like going to the theatre. All passholders will be invited to pre-register their “seats” for each film they would like to watch once the film lineup is released in early-January.
We will not oversell any virtual screening, but please note that beyond the passholder booking window, individual tickets for each film will become available to the general public. Past this date, we cannot guarantee that seats will be available at every film you would like to watch, so be sure to log into your Eventive account to unlock the films you would like to see early!
Where can I see all of the films that I have unlocked?
Log into your Eventive account. Click the Menu button at the top-left of the page, and select My Tickets.
I unlocked a film, but I don’t see it in “My Tickets”.
It may take a few minutes for an unlocked film to appear in your account. You will also receive a notification to the email address on file once your unlocked film is available for streaming.
I unlocked the wrong film. Can I exchange my ticket for a different screening?
Yes. To transfer or exchange tickets, please contact the Box Office: .
Please note:
Ticket transfers are subject to availability.
How long do I have to watch my unlocked films?
Once you pre-register your “seat” at a virtual screening, you will have an “Unlock Window” to begin watching the film before your ticket expires, and a “Watch Window” of 48 hours to finish watching the film once you’ve clicked “Watch Now”.
Please note:
Unlock Windows for tickets ordered before the festival dates will not begin until January 26, 2022.
Account Questions
I have a ReFrame at Home account on Eventive. Can I use the same account for ReFrame 2023?
Yes. Login with your existing account.
I am having trouble with my password. What do I do?
You can reset your Eventive password within the login page. Click “Forgot Password” to reset. Enter your account email address and you will receive an email with instructions to retrieve access to your account.
If you’re not finding the answer to your question above, please send us a quick note to and we’ll respond to you directly.