8th CUFF.Docs Documentary Film Festival

Nov 25 – Dec 1, 2020 Online
None

Festival FAQs

This year, CUFF.Docs Documentary Film Festival was planning on hosting a hybrid festival. Due to the Alberta Government's recent announcement and new COVID-19 regulations, the CUFF team cancelled all in-cinema events and moved to an online-only festival. Most film selections are available to stream on-demand between Nov 25 – Dec 1 with a few exceptions. The film SPIDERMABLE will now be a live stream (Sunday, Nov 29 at 6:30pm) and we will no longer be showing ZAPPA.

For more information about streaming CUFF.Docs 2020 films read the FAQ below to learn about how our streaming platform works. If you have any issues with your tickets, access, or tech please contact boxoffice@calgaryundergroundfilm.org

 

Ticketing Qs

 

Streaming Qs

 

Error Messages

 

Other Qs

 

 

All FAQs

How do I get tickets? 

Explore the CUFF.Docs Lineup. When you’re on the page of the film that you’d like to watch, click the red “Buy Tickets” button to purchase. Multi-pack and passholders must sign in to ShowPass first to use their package to reserve tickets. If you have a multi-pack please claim tickets in advance for online screenings. If you have a festival pass you do not need to redeem in advance for online screenings.

If you have a hybrid pass you will be contacted by our box office team regarding the cancellation of our in-cinema screenings. You will still be able to watch the line-up online. You will be emailed a link to CUFF's online screening room in advance of the festival.

 

How do I use my multi-pack?

If you have a multi-pack please claim tickets in advance. Select the film you want to see. Add General Admission tickets to your cart. Apply your Voucher Code that was sent in your multi-pack confirmation email (starts with VC) as a discount/promo code. You will be emailed streaming links for each film you have claimed tickets to watch.

 

How do I use my pass?

Passholders will all receive an email from CineSend inviting you to join our CineSend / CUFF On-Demand Portal on watch.calgaryundergroundfilm.org. This is the platform that you will use to access most of the festival’s content. To watch films, follow the link to create an account and set a password. Enter the same email that is tied to your ShowPass account that was used to purchase or claim your festival pass. Then you can use your member login to access all of the films at your convenience, similar to Netflix, and do not need to reserve tickets in advance. If you purchased a hybrid pass, you will be contacted directly by box office regarding the cancellation of all in-cinema events.

 

Do I need an account to watch a film? 

Anyone who purchases a ticket to CUFF must create a ShowPass account. If you've attended a CUFF event in the past year, you should have an account. Passholders will need to create a CineSend account to access films through CUFF's On-Demand Portal. If you attended CUFF Online in June you should already have both a ShowPass and CineSend account.

 

I have a CUFF Promo Code. Can I use it to stream a film?

Yes. Select the film you want to see. Click the BUY button, select “General Admission - $10”, click the blue CHECKOUT button, click NEXT, and then click ENTER PROMO, DISCOUNT OR CREDIT CODE and enter the promo code when prompted. Once you have entered the promo code, your discounted ticket option will be available. You must redeem your promo code on calgaryundergroundfilm.org prior to accessing the film via the on-demand portal or attending in-cinema.

 

I want to get a ticket, but the film is sold out. Why?

Just like in-person screenings, there are a limited number of online tickets available per film as well. Please reserve your tickets early to avoid disappointment.

 

What is your refund policy?

To purchase and watch a film, you must be in Alberta and have an Alberta address connected with your credit card. If you navigate your way around the system with a VPN we will not be offering refunds if you cannot steam. Due to updated Alberta COVID-19 regulations we have decided to cancel our in-cinema screenings. We will transfer in-cinema tickets to online ones, so that you can stream the film. If an online screening is unavailable, we will offer a refund.

 

How do I watch on-demand films? Can I watch on my TV?

If you’ve purchased a ticket you will be emailed a screening link prior to the festival starting. On the confirmation email click the link to watch. Passholders must sign into the CUFF on-demand portal to watch films. If you are accessing tickets on a mobile device and do not see the Watch URL click View Purchase and you will be directed to the Watch link.

For the best experience, we recommend using watch.calgaryundergroundfilm.org to stream films. If you are watching films on an Apple TV or Roku app you may miss out on bonus content, such as filmmaker Q&As and intros from programmers and directors. If you have an Apple TV or Chromecast, you can still cast directly from your devices to a TV.

Watch on your computer, mobile phone or tablet: You can stream through the following web browsers: Google Chrome, Firefox, Safari, Microsoft Edge, and Opera. For both PC and Apple computers, we recommend that you use the latest version of your browser. Note: Internet Explorer is not supported. 

There are several options for watching on your television:
CUFF App on Apple TV (Generation 4 or higher only): Open the App Store, search for CUFF and Get the App. Then open the CUFF app and enter your 9-digit voucher code. This code is on your ticket confirmation email and is the last 9 digits of the Watch URL.

CUFF on Roku: Open the Roku channel store, search for CUFF and Add Channel. Then open the CUFF app and enter your 9-digit voucher code. This code is on your ticket confirmation email and is the last 9 digits of the Watch URL. If you cannot find the CUFF app when searching, you can add to your Roku device by clicking this link

Screen Sharing (Chromecast & Apple TV): You can stream films on Chromecast or Apple TV (all generations) by screen sharing your smartphone, tablet, or computer on the same Wi-Fi network. Instructions for screen sharing using your Apple TV using AirPlay can be found here. For information on screen sharing using your Chromecast, click here.

HDMI: If you have a laptop or computer with an HDMI port, you can connect it directly to your television, using it as a second monitor. Connection details will depend on your setup, and you may need to reference the television’s manual to ensure it’s supported.

For more information, please see the complete list of technical requirements and compatibility.

 

When can I watch online films? 

All films playing online are available on-demand between Wednesday, November 25 at midnight and Tuesday, December 1 at 11:59pm.

 

Can I watch a film more than once?

Yes. Once you begin watching you have 48 hours to view the film. During this 48-hour period, you can watch or restart the film as many times as needed.

 

Can I watch a film in more than one location?

You can only view your film on one wifi network or internet connection. Once you start your stream in one location, you cannot continue viewing it in another location or on a different network. For example, if you start watching at home and try to restart at a friend’s house. Alternately, you can only use different devices in one location if they are using the same network. For example, if you start watching on a TV and switch to a tablet or laptop, they both need to be connected to the same wifi network.

 

I am not currently in Alberta. Will I be able to stream a film?

No. To purchase and watch a film, you must be in Alberta and have an Alberta address connected with your credit card. Our ticketing system ShowPass tracks your IP and will ask you for your postal code at checkout to determine if you are outside of the province. You will not be able to buy a ticket if you are not in Alberta and your credit card does not have an Alberta postal code. If you navigate your way around the system with a VPN we will not be offering refunds if you cannot steam. 

 

I am in Alberta but am unable to stream and keep getting a message that says “Film not available in your region.” How do I fix this?

Please contact boxoffice@calgaryundergroundfilm.org or phone 403-444-8315.

 

I am receiving this error message: “Your voucher has been redeemed by a different IP address.” Why?

You can only view your film on one wifi network or internet connection. Once you start your stream in one location, you cannot continue viewing it in another location or on a different network. For example, if you start watching at home and try to restart at a friend’s house. Alternately, you can only use different devices in one location if they are using the same network. For example, if you start watching on a TV and switch to a tablet or laptop, they both need to be connected to the same wifi network.

 

How many people can watch a stream? Can I watch with friends?

Each ticket you purchase is good for one household and multiple people are able to watch the stream together on one device. CUFF pays filmmakers and distributors for every film that we are showing at the online festival, and rely on ticket revenue to cover the costs. If you're watching a film with multiple people and you have some cash to spare we suggest throwing a donation to CUFF by donating here or when you are purchasing a ticket. This festival we are also offering household passes, for those planning to watch films with multiple people.

 

If you have any further questions please contact:
boxoffice@calgaryundergroundfilm.org or phone 403-444-8315

 

TECHNICAL STREAMING REQUIREMENTS FOR CUFF'S ON-DEMAND PORTAL

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 watch content on my iPhone/iPad?
Yes, you can watch content using Safari on iOS 11.2 or later. Please note that you must have “Screen Mirroring” turned off for content to play.

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

Can I Chromecast content?
You can Chromecast from a Chrome web browser on PC and Mac computers as well as Android devices by selecting the cast button () in the bottom right-hand side of the player. 

Can I AirPlay to my AppleTV?
You can AirPlay from most browsers if you have Apple TV by selecting the cast button () in the bottom right-hand side of the player.

What happens if I forget my password?
Use the password reset option on the login page to reset your password. You will need access to the e-mail address you use to log in.

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.

 

If you have any issues with your tickets, access, or tech please contact boxoffice@calgaryundergroundfilm.org

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