FAQs 2025

ReFrame Tech Support & FAQs

Email our Support Department

Staffed by our small team from 9AM to 9PM EST during the Virtual Festival (Jan 27 – Feb 2, 2025). Please email in detail, and we will reply ASAP.

Virtual Theatre Live Chat Support

Access Eventive’s Live Chat Support from 9AM to 9PM EST. They can help solve most technical issues for your virtual ReFrame experience, including the VPN error message some users may experience. They are very quick to respond. Start a Live Chat with Support.

Eventive’s Help Page also contains answers to the most commonly asked technical questions about the virtual streaming platform, and is a great place to check for the answer to your question prior to reaching out.

Frequently Asked Questions

Below, you’ll find detailed answers to our most-often asked questions about the festival experience, including the most common answers to questions about the Virtual Theatre and watching films on your TV.

General Festival Questions

How do I get standalone tickets for In-Person Films?

If you are an In-Person or Hybrid Pass Holder, you don’t need to reserve tickets for any individual In-Person films. Your printed pass is your access to all live film screenings in theatre during the In-Person Program from January 24 to 26 (Opening Night is sold separately). Pre-purchased printed ReFrame Passes are available for pick-up ahead of the festival at the GreenUP Store (#4-378 Aylmer St. N, Nogojiwanong / Peterborough) between January 7, when the Store re-opens after the holiday, and January 17, after which the Store is sadly closing permanently. Store hours for Pass pick-ups (not sales) Jan 7-17 are Tue-Fri 10-5; Sat 10-4. Printed passes will also be available to claim at our festival headquarters, Showplace (290 George St N), during the In-Person festival dates (but not before). While a seat is guaranteed for Pass Holders, all seating is general admission / first-come, first-served, so we recommend arriving to the venue early.

New this year, standalone / individual film tickets are also available for pre-purchase online for non-Pass Holders; standalone tickets are $15/PWYC. Visit our Online Film Guide to peruse the program, select the film you’d like to attend, and click “In-person Pre-Order,” then click “Order Tickets,” which will take you to a checkout window to complete your purchase. Once your purchase is complete, you’ll receive an email order confirmation with your tickets. You can access your tickets on your mobile device (from the attached PDF), or just print out the attached PDF and present it at the door.

Standalone “Rush” line tickets will also be available at Market Hall and Showplace 15 minutes prior to each In-Person screening for $15 or PWYC. We will reserve a small block of tickets at each venue for “Rush” ticket sales at each screening, but arriving early is the best way to secure your spot. Rush purchases are also an opportunity to pay in person and with cash if you prefer this method to an online purchase.

Where can I pick up my physical In-Person or Hybrid Pass?

Pre-purchased printed ReFrame Passes are available for pick-up ahead of the festival at the GreenUP Store (#4-378 Aylmer St. N, Nogojiwanong / Peterborough) between January 7, when the Store re-opens after the holiday, and January 17, after which the Store is sadly closing permanently. Store hours for Pass pick-ups (but not sales) Jan 7-17 are Tue-Fri 10-5; Sat 10-4. Printed passes will also be available to claim at our festival headquarters, Showplace (290 George St N), during the In-Person festival dates (but not before). While a seat is guaranteed for Pass Holders, all seating is general admission / first-come, first-served, so we recommend arriving to the venue early. If you still need to purchase your 2025 Pass, please do so through our online box office HERE.

Will the ReFrame Food Bazaar be at downstairs at Showplace this year?

The lower Showplace Cogeco Studio bar will be available for beverages and light snacks (thanks, Showplace volunteers!) from 11AM-7:30PM (closing 5PM on Sunday) for the in-person festival (as will the Market Hall bar). The lower Showplace Cogeco Studio is also open to ReFramers as a place to gather and connect during those times, and as a quiet space for anyone who needs a bit of a sensory break.

We will not be hosting food vendors in that space this year, as we have not been able to do since the 2019 festival, or for 6 years now. We know you loved the Food Bazaar, but we simply cannot afford the human resources to organize it, nor can we afford the additional cleaning costs associated with it. In fact, Showplace no longer allows food vendors to sell wares on site due to health code restrictions, so we couldn’t do so even if we wanted to!

We encourage you to support any of the fabulous independent restaurants in the heart of our community. Shopping local and breaking bread in community are important ReFrame values, and we hope you’ll explore these wonderful neighbours and sample their delectable offerings!

DBIA’s The Boro has a great list of restaurants located downtown that you can check out HERE. They also have a comprehensive list of shops in the downtown area to peruse HERE.

Can I get a physical copy of the Film Guide?

Yes, we are designing a collectible film guide for our 21st festival! We guarantee that it will be available at festival venues during the In-Person Program of ReFrame 2025, and we’ll let you know if copies are available in advance. In the meantime, please refer to our complete Digital Film Guide for all film listings, locations and times, as well as great information about this year’s ancillary programming, including exhibitions, installations, panel discussions, performances, and filmmaker Q&As.

What is the Virtual Festival? What is a Hybrid festival?

ReFrame 2025 will be our 2nd Hybrid Virtual & In-Person festival experience, hosted in downtown Nogojiwanong / Peterborough (January 23-26) and on the Eventive Virtual platform (January 27-February 42). If you have accessed the Virtual Program since ReFrame 2021, or rented any ReFrame at Home titles, you will be familiar with the platform and will use the same account to access all ReFrame 2025 festival programs.

The Virtual Program is a selection of just over half of the films in this year’s lineup. We wish we could share them all online, but the cost (having to pay film fees twice to share them online), and licensing restrictions (many films aren’t available for online licensing) prevent us from doing so. This is the reason that Virtual Passes are less than half the price of In-Person Passes. The Virtual Program is available on-demand from January 27-February 2. This means you can enjoy the the ReFrame 2025 Virtual Program at any time during those dates.

How can I watch the Virtual Program online?

You can access the Virtual Program through an internet browser on your smartphone, tablet, or computer. If you have a Roku, Apple TV, Fire TV or Chromecast device, you can also stream films directly on your TV. You can unlock the films of your choice through the Virtual Theatre – simply click on the film of your choice, and click “Pre-order now” on the watch window to reserve your film. 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 the ReFrame 2025 Virtual Program from any location?

The ReFrame Virtual Program is geo-blocked to Canada and can only be streamed within Canada. There is one exception in the 2025 Lineup – due to licensing restrictions, Patricia Franquesa’s My Sextortion Diary is only available to stream within Ontario (and is also available to screen In-Person at Showplace at 10AM on January 25).

I’m travelling from out of town to attend ReFrame In Person – where should I stay?

Our Official Hotel Partner for ReFrame 2025 is the conveniently located, charming boutique hotel Peterborough Inn & Suites. Call them at 705-876-6665, or email to make your reservation. Let them know you’re attending ReFrame 2025, and receive a 15% discount on your stay!

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 or Hybrid Pass / individual virtual 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.

Once installed, you will see a 6 character code you will enter into your account settings at watch.eventive.org/tv.
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.
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.

More detailed information on accessing the Virtual Program from Roku can be found under “How do I access the Eventive TV channel on Roku?” on the Eventive Help Page.

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 Apple TV:

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.

More detailed information on accessing the Virtual Program via Apple TV can be found under “How do I use the Eventive TV app on my Apple TV device?” on the Eventive Help Page.

How do I use the Eventive TV app on my Apple TV 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.

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.

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
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.

More detailed information on accessing the Virtual Program from Fire TV can be found under “How do I access the Eventive TV app on Fire TV or Firestick?” on the Eventive Help Page.

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.

Unlock the film program in the Eventive Virtual Theatre.
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, FireTVand AppleTV. Make sure you download the correct app for the hardware that you own. For example, 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 2025 content on your TV, you will need to unlock each film through the Virtual Theatre on a separate device first (i.e. your smartphone, tablet or computer). Once you have unlocked a film online, it will appear in your TV app.

Error message: “This content may not be accessed via proxy server or VPN.”

Unfortunately this message can sometimes appear in the Virtual Theatre when trying to unlock or view films, even if you’re not using a VPN. It means that your Internet Service Provider is routing your data through a US-based data centre, and our streaming service provider Eventive thinks that you’re in the US instead of Canada, which triggers the geographical blocking feature unintentionally.

If you are using a VPN, please disconnect and try accessing the films again.

If you have confirmed that you are not using a VPN for work or personal use, and are in viewing from within Canada, then you’ll need to reach out to Eventive directly via their online chat support and have them manually allow your account and IP address to get past the geoblocking filters. Please note that if your IP address changes (which is possible when you disconnect or reconnect to the internet), you may have to contact Eventive again with your new IP address.

Direct Link to Eventive Live Chat Support (they’re very fast!): https://watch.eventive.org/help?chat=1

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 individual tickets available?

Yes. New this year, standalone / individual film tickets are also available for pre-purchase online for non-Pass Holders; standalone tickets are $15/PWYC. Visit our Online Film Guide to peruse the program, select the film you’d like to attend, and click “In-person Pre-Order” OR “Virtual Pre-order,” then click “Order Tickets,” which will take you to a checkout window to complete your purchase. Once your purchase is complete, you’ll receive an email order confirmation with your tickets. You can access your tickets on your mobile device (from the attached PDF), or just print out the attached PDF and present it at the door.

I have already purchased a Festival Pass. What now?

NEW THIS YEAR: we have reserved enough tickets through our festival platform so that PASSHOLDERS DO NOT NEED TO PRE-BOOK INDIVIDUAL TICKETS TO IN-PERSON OR VIRTUAL FILMS. In-person seating is first-come, first served, so we do advise arriving to the venue early to choose your favourite spot in the theatre!

Your physical In-Person or Hybrid Pass IS your ticket to all screenings in the In-Person Program. You can pick up your In-Person or Hybrid Pass in advance of the festival between January 7 and 17 at the GreenUP Store (#4-378 Aymler St N; Tue-Fri 10-5, Sat 10-4). You can also pick up your printed pass at Showplace (290 George St N) during the festival dates (9AM-final daily screening start time Jan 24-26).

Pre-Ordering Virtual Screening Tickets

Once again, you don’t NEED to pre-book virtual screening tickets this year (we’ve set aside a block for Passholders), but if you’d like to, you are welcome to! Instructions to do so are below.

• Just like an In-Person screening, there are limited capacities for each Virtual screening. We will only sell “seats” to virtual screenings that are not already spoken for by Passholders.

• Virtual Passes will allow you to pre-order one ticket for every virtual screening.

• Please be mindful of others and only pre-order tickets for virtual screenings you actually intend to watch, as each order removes a ticket from the inventory.

• To pre-order your tickets, you’ll visit the Virtual Theatre to browse the list of films available.

• When you’ve found a film you would like to watch, you’ll click the “Pre-order now” button on that film’s page in the player window, which will reserve your ticket for that film.

• PLEASE NOTE: You MUST be logged into your Eventive account (with your email address and password) on the Virtual Theatre page in order to pre-order tickets — make sure your initials are visible in the top right corner before attempting to pre-order tickets.

• You will receive a confirmation email that your ticket has been ordered successfully. Pre-ordered tickets will appear in your Eventive Content Library. You will also receive an email when your selections are available to stream at the beginning of the festival.

Can I buy Passes or individual tickets as a gift?

Yes. On our Passes Page, at the checkout window, you’ll see an option to “Give as a gift,” where you can enter the email address of your giftee, who will receive a gift certificate for their Pass electronically.

For individual tickets, visit the Online Film Guide, click on the film you’d like to purchase as a gift, select either “In-Person Pre-order” OR “Virtual Pre-order,” then select “Order Tickets,” and you’ll see an option to “Give as a gift” at the checkout window, and send the tickets directly to your giftee via email.

Does my Virtual/Hybrid Festival Pass guarantee access to any virtual film I would like to see?

Your Virtual or Hybrid Pass guarantees one view of any film in the 2025 Virtual Program.

Where can I see all of the virtual 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 ReFrame’s tech support team: .

Please note:

Ticket transfers are subject to availability.

How long do I have to watch my virtual 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 29, 2024.

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.

BACK TO FESTIVAL

ReFrame Tech Support & FAQs

Email our Support Department

Virtual Theatre Live Chat Support

Frequently Asked Questions

Table of Contents

General Festival Questions

Virtual Theatre Questions

Ticketing Questions

Account Questions

General Festival Questions

How do I get standalone tickets for In-Person Films?

Where can I pick up my physical In-Person or Hybrid Pass?

Will the ReFrame Food Bazaar be at downstairs at Showplace this year?

Can I get a physical copy of the Film Guide?

What is the Virtual Festival? What is a Hybrid festival?

How can I watch the Virtual Program online?

Can I watch the ReFrame 2025 Virtual Program from any location?

I’m travelling from out of town to attend ReFrame In Person – where should I stay?

Technical Questions

Test your device compatibility

How do I watch on my TV?

Choose your Smart TV or Device

How do I use the Eventive TV app on my Apple TV device?

Are there other TV apps available?

Can I select the films I want to watch within the TV app?

Error message: “This content may not be accessed via proxy server or VPN.”

I am still having technical issues viewing films on my device. What can I do?

Ticketing Questions

Are individual tickets available?

I have already purchased a Festival Pass. What now?

Can I buy Passes or individual tickets as a gift?

Does my Virtual/Hybrid Festival Pass guarantee access to any virtual film I would like to see?

Where can I see all of the virtual 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 virtual unlocked films?

I am having trouble with my password. What do I do?

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