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Streaming FAQ 

Let us help you prepare for VIFF 2020 (September 24 - October 7) and answer your questions about our new online streaming platform, VIFF Connect.

 

If you have any questions that are not answered here, you can reach out to us:

  • By VIFF Chat - our new, online chat function. Just look for the yellow speech bubble in the bottom right hand corner of your screen
  • Email us at info@viff.org and we'll reply as quickly as we can
  • Don't forget to subscribe to our mailing list to get the best up to date festival information

Known and Reported Issues

  • Individual tickets (vouchers) currently cannot be redeemed on the AppleTV VIFF Connect app. An update has been submitted to Apple and this will be fixed soon.
  • Subtitles on three films (The Forum, On the Quiet and My Voice Will be With You) currently will only play in Web Browsers (ie. not on AppleTV, AndroidTV, Roku, FireTV). A fix has been requested and these will be available soon.
  • We recommend Apple users wanting to AirPlay their films onto another screen use Google Chrome as a browser, rather than Safari.
  • Filmmaker interviews do not show up on the film page on TV Apps. This will be fixed soon - in the meantime, just use the search function on your screen to search for the name of the film, if the introduction indicates there is a filmmaker interview and you will be able to access the interview that way.
 

General Questions

  • The 39th Annual Vancouver International Film Festival will take place primarily online this year, via our new streaming platform, VIFF Connect.

    Films and additional content will be made available at noon on Thursday, September 24th, with the festival running online through until 11:59pm on Wednesday, October 7th.

  • Memberships are included in the cost of all tickets for VIFF 2020.

  • The VIFF Centre will re-open on September 24th for this year’s festival. There will be a small number of in-person screenings at the VIFF Centre at a limited capacity.

  • There will be a small number of in-person screenings during the festival. These screenings will be at a limited capacity, so it is best to buy your tickets early to avoid disappointment.

  • Click here to make a donation or to learn more about our fundraising campaign.

    Thank you for your support!

VIFF.org Account

  • To reset your password, click here, and a new window will open. Enter your email address and you will be emailed a temporary password. To log in, enter your email address and temporary password, and you will be prompted to change your password. Make sure any saved passwords in your browser are updated for future use!

  • Don't worry, we can unlock your account for you!

    Contact us via the website chat function in the bottom right hand corner of your screen (the yellow speech bubble), email info@viff.org or call us at: 604-683-3456

  • When VIFF Centre had to close on March 16, we paused all VIFF+ memberships.

    You should have recently received an email to inform you that we are resuming all memberships from August 27, so that you can make use of your VIFF+ benefits as soon as subscriptions go on sale.

    We have adjusted your membership’s original expiry date by the length of time it was paused, plus we added an extra six weeks onto your membership as a thank you for your support.

    If you have any questions about this, please email plus@viff.org and we would be happy to help.

  • If you’re a new member and haven’t received your membership card, or if you’ve upgraded your membership and need to swap out your old card, don’t worry!

    Since our box office is closed, you won’t be able to pick up your physical membership cards or popcorn vouchers. However, all of your other VIFF+ membership benefits are accessible online, so not having your membership card on hand won’t get in the way of your enjoyment of the festival.

  • On the day your membership is due to expire, we will send you an email to let you know. In that email will be a link to renew your membership for another year.

    You can also choose to upgrade to a higher membership tier.

  • If you’re already a VIFF+ member, all of your benefits will already be loaded onto your viff.org account.

    Remember to always log in first before selecting your tickets or subscription.

    If you purchase a Gold Online Festival Subscription but were originally a Bronze or Silver Member, the Gold Membership will automatically be added to your account and your old membership will be retired.

    Your new Gold Membership will be valid for a year from the date of purchase.

  • Below is a breakdown of the membership tiers we offer:

    Bronze

    • Save $3 per film on regular Adult Year-Round tickets
    • 3 Free popcorn vouchers at the VIFF Centre
    • Discounts at VIFF Centre concession
    • One invitation for each VIFF+ special free screening
    • A monthly newsletter with insider news and updates
    • Access to exclusive contests to win preview or run of engagement tickets to new releases
     

    Silver

    • Save $4 per film on regular Adult Year-Round tickets
    • 5 Free popcorn vouchers at the VIFF Centre
    • 2 complimentary VIFF Centre tickets
    • Discounts at VIFF Centre concession
    • Two invitations for each VIFF+ special free screening
    • A monthly newsletter with insider news and updates
    • Access to exclusive contests to win preview or run of engagement tickets to new releases
     

    Gold

    • A year’s free subscription to VIFF Connect
    • Save $5 per film on regular Adult Year-Round tickets
    • 10 Free popcorn vouchers at the VIFF Centre
    • 6 complimentary VIFF Centre tickets
    • Discounts at VIFF Centre concession
    • Two invitations for each VIFF+ special free screening
    • A monthly newsletter with insider news and updates
    • Access to exclusive contests to win preview or run of engagement tickets to new releases
  • We hope that doesn’t happen! As we’ve seen elsewhere in the world, however, it’s not out of the question. Should VIFF Centre close again, we would definitely consider pausing your membership again should we need to.

    However, with the launch of VIFF Connect, VIFF will have a permanent home for streaming the best of the world’s cinema straight to you, so we will endeavour to find ways for you to benefit from your membership during the ‘new normal’.

    1. VIFF+ members can only access one Cardholder Day per membership year.
    2. Includes VIFF and VIFF Centre memberships.
    3. VIFF Centre discounts and complimentary tickets apply to most regular screenings at the VIFF Centre. They are not valid for:
      • Screenings during the Vancouver International Film Festival.
      • Rental and private events at the VIFF Centre.
      • Special event screenings and some co-presentations.
    4. Access to events and screenings is subject to ticket availability.
    5. Benefits and prices may be subject to change but this will be communicated in advance.
    6. Deadline to join or upgrade for Cardholder Day discounts on Festival passes and ticket packs will be announced ahead of Cardholder Day.

    VIFF+ Memberships are solely for the individual(s) whose name(s) are included at time of purchase.

Tickets + Subscriptions

  •  

    • Streaming film tickets are $9
    • A VIFF Connect Festival Subscription is $60
    • A VIFF Connect Gold Subscription is $95
    • Tickets for online Creator Talks are $10

     

    Check out our full VIFF 2020 pricing information here.

  • When you purchase your VIFF Connect Festival Subscription or your VIFF Connect Gold Festival Subscription, it is loaded onto your viff.org account. You’ll receive an Order Confirmation email to confirm your purchase.

    You’ll receive a reminder email about when the festival starts (noon, September 24!) and there will be an opportunity to log in early so you can test your computer/TV/apps and make sure you’re festival-ready.

    There will be a button on the homepage of viff.org to take you through to VIFF Connect and from there, you can log in under the ‘Subscriber Log In’ section – using your usual viff.org email address and password.

    Once logged in, you’ll be able to see all the films and events that are available for your subscription type. You can browse the films and even add them to your ‘Watch List’ to plan your VIFF 2020 schedule!

    If you have purchased a VIFF Connect Gold Subscription, you will be advised of any extra online films and events taking place before the festival so that you can participate.

    • Access to all online festival films
    • Access to all online Creator Talks (live and pre-recorded)
    • Access to specially-curated online content during the festival
    • A free VIFF+ Gold Membership valid for one year (worth $240)
    • A free annual subscription to VIFF Connect (worth $60)
  • VIFF Connect subscriptions include access to all of the online films which are streaming on VIFF Connect during the festival at no additional cost.

  • VIFF Connect subscriptions provide access to our online programming only for the festival.

    Since our capacity is very limited for in-person screenings, these will be ticketed separately. If you are a VIFF+ member, you can receive a discount on in-person screening tickets.

  • Subscriptions can be purchased as a gift by purchasing a VIFF gift card.

    Gift cards can be purchased here.

    Gift cards can be loaded for any amount, so you can enter the amount of the subscription (A VIFF Festival Connect Subscription is $60 and a VIFF Gold Festival Connect Subscription is $95). The gift card will be emailed to you as a PDF, which can be forwarded to the recipient. Please remember that VIFF 2020 online streaming films are only viewable in British Columbia!

  • Individual tickets can be purchased as usual via viff.org.

    When you buy a ticket, you will immediately be sent an Order Confirmation from us. This will list the individual films you have booked, along with a voucher code and a ‘Watch Now’ button for each film.

    Begining from when the festival starts at noon on September 24th, you can click on the "Watch Now" button in your Order Confirmation. Once clicked, you will be taken to the film on your computer (if connected to the television, the film will play in browser and project on your television with the sound coming from your TV speakers).

    If you want to watch via Apple TV, Roku or Amazon FireStick, you need to download the VIFF Connect app first on whichever device you are using.

    Once downloaded, open the VIFF Connect app and you will have the option to enter your Voucher Code using your remote control. The film will start to play.

    Once you’ve clicked the ‘Watch Now’ button or entered your Voucher Code, you will have 24 hours to finish watching the film.

    If there are any screenings with time or date specific content (such as a live Q&A with a filmmaker) this will be communicated in advance.

  • Your streaming link will be located in the order confirmation you received when you purchased your ticket(s). Simply click on the Watch Now button in the email and you will be taken to the film on your computer.

    If you want to watch via Apple TV, Roku or Amazon FireStick, you need to download the VIFF Connect app first on whichever device you are using.

    Once downloaded, open the VIFF Connect app and you will have the option to enter your Voucher Code using your remote control. The film will start to play.

    Once you’ve clicked the ‘Watch Now’ button or entered your Voucher Code, you will have 24 hours to finish watching the film.

  • Just like at an in-person festival, there are a limited number of tickets available for each film. It is best to buy early!

  • Streaming tickets and subscriptions are non-refundable and non-exchangeable.

How to Watch Films on VIFF Connect

  • Since the 39th edition of VIFF will primarily be held online via our new VIFF Connect platform, below are your options for watching films, based on your preference.

    Please note: All of the films on VIFF Connect can only be watched in British Columbia.

    Our online streaming platform will be available on:

    • Apple TV (4th Generation or newer)
    • Roku
    • Amazon FireStick
    • Your laptop or desktop computer, via your preferred web browser.
    • By connecting your computer to your television via an HDMI cable.
    • You may also be able to share the screen of your computer with your Smart TV using either Apple Airplay or Chromecast, depending on what kind of device you have.

    Read our full Streaming FAQs if you’re not sure how to ‘stream’ films and want more information.

    Films will be available to stream online from noon on September 24 – midnight on October 7.

    Keep an eye out for any events listed as ‘Livestream’ as these will take place on a specific date and at a specific time, so that you can experience them ‘live’ as they happen!

  • All online VIFF 2020 films are geo-blocked to British Columbia. This means films can only be viewed if you are inside British Columbia. VIFF Talks, Totally Indie Day, VIFF AMP and VIFF Immersed are not geo-blocked and are available to watch world-wide.

    Creative Engagement programming can be viewed worldwide.

  • Using a VPN connection to provide a British Columbia IP address from outside BC will not work and you will be unable to stream the films. We wouldn't advise purchasing a ticket or subscription under these circumstances.

  • A viff.org account is required to purchase tickets, passes and stream films. If you have attended films at VIFF or VIFF Year-Round before, you will most likely already have an account and will be able to log in to your account on viff.org with your email address.

    If you do not know or remember your password, please click “forgot my password” and you will be emailed a temporary password.

    If you do not have an account, you will be asked to create one before making a purchase.

  • Films can be streamed to your TV if you have an AppleTV (4th Gen or later), Roku, Amazon Firestick or Chromecast. Simply download the VIFF Connect app to watch on your AppleTV, Roku or Firestick. If you have Chromecast, you can cast films to your TV using your phone, tablet or computer.

    If you are a subscriber, you will have access to all of the films through the VIFF Connect app, if you have purchased a single ticket, you can access your film using the link or voucher code in your confirmation email.

  •  

    • Apple TV (4th Generation or newer)
    • Roku
    • Amazon FireStick
    • Your laptop or desktop computer, via your preferred web browser.
    • By connecting your computer to your television via an HDMI cable.
    • You may also be able to share the screen of your computer with your Smart TV using either Apple Airplay or Chromecast, depending on what kind of device you have.

     

  • Unfortunately we are not able to offer closed captioning for any of the films for this year's festival.

  • VIFF Connect uses adaptive bitrate streaming which means the streaming quality will automatically adjust according to your internet speed. If your internet connection is poor or inconsistent you may experience problems during playback.

    If you are on WiFi, try moving closer to your router.

  • The recommended minimum speed required for streaming films is 25mbps.

    You can test your internet speed here, the download speed is for streaming.

  • Films can be streamed to your non-smart TV if it is connected to a Roku, AppleTV, Amazon Firestick or Chromecast device.

  • Windows 7, Windows 8.1 or Windows 10

    Supported browsers: Google Chrome, Firefox, Safari or Opera

  • macOS 10.12 or later (Sierra, High Sierra and Mojave)

    Supported browsers: Google Chrome, Firefox, Safari or Opera

  • Yes, you can view content using Chrome on Android 6.0 or later

  • Yes, you can view films using Safari on iOS 11.2 or later. Screen mirroring must be turned off for content to play.

  • Please see this video for instructions on how to setup your Roku TV.

  • Please see this video for instructions on how to connect your Roku to your network.

  • The VIFF channel is called VIFF Connect, please see this video or instructions on how to add channels to your Roku.

  • Please see this video for troubleshooting Roku display problems.

  • Please see this video for troubleshooting instructions.

  • The VIFF Connect app is compatible with Apple TV devices which are 4th generation (or 4K) or above.

  • Please see this video for instructions on how to set up your Apple TV.

  • Please see this video for instructions on how to troubleshoot common Apple TV problems.

  • You can AirPlay to your Apple TV or Airplay 2-compatible smart TV from most browsers by selecting the cast () button in the bottom right-hand side of the player.

    Here is a link to instructions on how to use airplay to stream on your TV.

  • Here is a link to instructions on how to troubleshoot problems with Airplay.

  • Here is a link to Amazon’s Fire Stick help page.

  • You can Chromecast from a Chrome web browser on PC and Mac computers as well as android devices be selecting the cast button () in the bottom right-hand side of the player.

  • Here is a link for Chromecast support.

Promotional Code

  • If you have a promotion, please enter the Access Code here: