8th CUFF.Docs

Nov 25 – Dec 1, 2020

18th Calgary Underground Film Festival

April 2021
None

Online FAQs

This year the Calgary Underground Film Festival is going online. Streaming is geo-restricted to Alberta, so you will need to be in the province and have a credit card registered to an Alberta address to purchase a ticket. While most films are available for the duration of the festival some events – including Opening Night, Found Footage, Saturday Morning Cartoons and panels – are live and will only be available at set times. Consult the Live Events page to make sure you don’t miss out on any films that you want to see.

Streaming is new to many of us. Read the FAQ below to learn about how CUFF’s online festival will work. 

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 Online 2020 Lineup. When you’re on the page of the film that you’d like to watch, click the red “Buy Tickets” button to purchase. If the film is only playing at a set time it will be indicated on the film page. Multi-pack holders must sign in to ShowPass first to use their package to reserve tickets. If you have a multi-pack please claim tickets in advance. If you have an all-access online pass you do not need to redeem in advance. 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 or live event you have claimed tickets to watch.

 

How do I use my all-access online 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. 

 

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. You will also be prompted to set up accounts on CYA Live, Zoom or Vimeo Live to attend CUFF's Live Events. You will be emailed instructions about what platform is being used and how to access the stream prior to each Live Event.

 

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 $0 ticket option will be available. You must redeem your promo code on calgaryundergroundfilm.org prior to accessing the film via the on-demand portal. Please note that promo codes can not be used for drive-ins.

 

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

Just like the live festival, there are a limited number of tickets available per film. Please reserve your tickets early to avoid disappointment.

 

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.

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.

 

How do I watch live events?

You will be prompted to set up accounts on CYA Live (Opening Night / Five Bucks at the Door), Zoom (Found Footage Festival) or Vimeo Live (Saturday Morning Cartoons & Panels) to attend CUFF's Live Events. You will be emailed instructions about what platform is being used and how to access the stream prior to each Live Event. Please note that CYA Live works best using Google Chrome on a desktop or laptop computer. Mobile devices are not recommended. Unlike films playing CUFF Online, Live Events cannot be accessed through the CUFF App on your Roku or Apple TV.

 

When can I watch? 

Most films are available on-demand between Tuesday, June 23 at midnight and Sunday, June 28 at 11:59pm. Select films, including Opening Night on June 22 are live events, with a set start time, so everyone can watch together. All films with a set time will be listed on the Live Events page.

 

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.

 

Is closed captioning available on the films?

We have tried to ensure that as many films as possible have open captioning or English subtitles. Click here to see a list of all films with Closed Captions or English Subtitles. Captions are indicated on the film pages. Closed captions can be turned on or off while streaming the film.

 

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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