Frequently Asked Questions

REFRAME 2021 FAQs

In spite of the challenges of the past year, we’re thrilled to bring you a safe and accessible festival experience that can be enjoyed from the comfort of home. We welcome you and your household to what might be a new experience for some, and definitely a first for us!

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

What is the Virtual Festival Hub?

Will there be any in-person events?

Is this different from ReFrame at Home?

How can I watch festival films?

Can I watch ReFrame 2021 films from any location?


Technical Questions

Test your device compatibility

How do I watch on my TV?

ROKU

AppleTV

Chromecast or AirPlay

HDMI Connection

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

Are ticket packs available?

I have already purchased an All Access Pass / Festival 5-Pack. What now?

Can I buy All Access Passes / Festival 5-Packs / Individual film tickets as a gift?

Does my All Access Pass / Festival 5-Pack guarantee me access to any film I would like to see?

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 2021?

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


General Festival Questions

What is the Virtual Festival Hub?

ReFrame 2021 will be an entirely virtual festival experience, hosted on the Eventive Virtual platform from January 22-29, 2021. If you rented any ReFrame at Home titles through summer and fall 2020, you will be familiar with the platform and will use the same account to access all ReFrame 2021 festival programs.

To access your account, all your purchased festival passes and film tickets, as well as the entire ReFrame 2021 program, visit my.reframefilmfestival.ca

Most ReFrame 2021 films will be available on-demand through the festival dates, with a few exceptions that will be available for shorter periods of time (availability windows will be noted on each film page). This means there will not be a traditional film schedule, so you can enjoy the bulk of ReFrame 2021 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.

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Will there be any in-person events?

No, the 2021 ReFrame Film Festival will take place entirely on our new virtual platform, powered by Eventive.

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Is this different from ReFrame at Home?

No, ReFrame 2021 will be hosted on the same platform as ReFrame at Home. If you have already been enjoying ReFrame at Home through the summer and fall, you are almost ready to enjoy the festival. You will use the same login information for ReFrame 2021.

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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.

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Can I watch ReFrame 2021 films from any location?

No. Most ReFrame selections are geo-locked to Ontario and can only be streamed within the province. Refer to the “Protected Content” tag on each film page to confirm availability.

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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.

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How do I watch on my TV?

Once you’ve created / accessed your account on my.reframefilmfestival.ca, and purchased your All Access Pass / Festival 5-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.

  1. Once you have installed the channel, open it and follow the instructions to login with your My ReFrame account.
  2. On your computer, visit the ReFrame 2021 Film Guide to unlock the films you would like to watch.
  3. On your Roku device, all of your unlocked content will be available on the Eventive Channel. 

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.

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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.

  1. When you open the app for the first time, you will see an activation code
  2. 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.
  3. Now, select from the available channels on the Eventive Apple TV app to begin watching
  4. Visit the ReFrame 2021 Film Guide 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.

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CHROMECAST or AIRPLAY

If you have a Chromecast (generation 3 or later) or smart TV enabled with AirPlay:

  1. Unlock the film / film program you would like to watch through the ReFrame 2021 Film Guide
  2. Set your computer, mobile device or browser to “AirPlay” or “cast” to the TV device
  3. Set the player window on your computer, mobile device or browser to full screen using the icon in the lower right

Please note:

Only 3rd generation Chromecast devices are supported on the Eventive platform. iOS devices (Apple) must use the AirPlay function.

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.

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HDMI CONNECTION

You can also directly connect a laptop or computer using an HDMI cable by doing the following: 

  1. Make sure your computer is close enough to your TV for the HDMI cable to reach between them safely
  2. Connect one end of the HDMI cable to an available HDMI port on the TV (take note of the HDMI input number it is being connected to)
  3. Plug the other end of the cable into your computer’s HDMI out port
  4. Set your 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.

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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.

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

No. In order to access ReFrame 2021 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 through the ReFrame 2021 Film Guide (available early-January 2021), it will appear in your TV app.

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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.

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Ticketing Questions

Are ticket packs available?

Yes. The All Access Pass ($60) permits you access to all the films and film programs at the 2021 ReFrame Film Festival. The Festival 5-Pack ($40) includes tickets to five films of your choosing. Both are available now for purchase on the Virtual Festival Hub. Once the Film Guide is released in early-January 2021, single tickets will be available for each film ($10 each / PWYC).

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I have already purchased an All Access Pass / Festival 5-Pack. What now?

When the Film Guide is available in early-January 2021, 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 All Access Pass / Festival 5-Pack to unlock films at no extra cost (subject to capacity limits).

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Can I buy All Access Passes / Festival 5-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.

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Does my All Access Pass / Festival 5-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 Guide is released in early-January.

We will not oversell any virtual screening, but please note that beyond the passholder booking window (January 17, 2021), 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 My ReFrame account to unlock the films you would like to see early!

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Where can I see all of the films that I have unlocked?

Log into your My ReFrame account. Click the Menu button at the top-left of the page, and select My Tickets.

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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.

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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.

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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” of 7 days to begin watching the film before your ticket expires, and a “Watch Window” of 1 day 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 22, 2021.

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Account Questions

I have a ReFrame at Home account on Eventive. Can I use the same account for ReFrame 2021?

Yes. Login with your existing account.

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

You can reset your My ReFrame 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.

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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. 


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