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CUSTOMER SERVICE

If you need technical assistance, Eventive’s live chat support can be accessed at: https://help.eventive.org.

If you have a question about the series or your purchases, please send us an email, and we will get back to you as soon as possible.

Email: silverinfo@AFI.com

GETTING STARTED

Individual films cost $12 to view.

To get the most out of the Holiday Classics Series and also save money, you can purchase an all-access Series Pass for just $50! See the next question for more information on how to use your pass.

The Series Pass is automatically linked to your account on Eventive, and may be redeemed to view any film in the Holiday Classics Series. With a Series Pass, you must still select the Purchase Film button for each film you intend to watch. Because you will be signed into your account linked to your Series Pass, you will not be charged for individual films. Your account on Eventive will update to indicate that you have now applied your pass to this film.

–Any time you purchase an individual film, you will receive a confirmation email from Eventive.

–If you pre-order a film before it is available to watch, you will receive another email from Eventive once that film’s availability window arrives. Your watch window begins on the first day the film is available, and the amount of time you have remaining to press play for that particular film will appear on a counter on that film’s page. Once you press play, you will have 48 hours to complete the screening.

–If you purchase a film within its availability window, your watch window will begin immediately and the amount of time you have remaining to press play for that particular film will appear on a counter on that film’s page. Once you press play, you will have 48 hours to complete the screening.

No refunds on Series Pass purchases. Passes are non-transferable. However, film orders redeemed with a Pass can be returned.

Browse the Schedule or Film Guide, click on the name of the film you wish to stream, and hit the "Purchase Film" button. At checkout, you will be prompted to create an account or login to an existing Eventive account. After purchasing and once the film first becomes available to view, you will have seven days to start watching the film, and 48 hours to finish watching once you hit play. If you pre-ordered a film before it becomes available to view, your seven-day watch window starts when the film first becomes available.

All films featured in the Holiday Classics Series are available to viewers across the entire United States and U.S. territories.

No, films are only available to viewers in the United States and U.S. territories.

Yes, you will need to create an Eventive account in order to view our films.

If you don’t remember your password, you can reset it at https://silverholidays.eventive.org/forgot

On a case-by-case basis, some films may feature closed captioning. If so, this information will appear on the film page, designated with a "Closed Captions Available" tag.

Please note: closed captions cannot be used while watching via the Roku app.

Unless otherwise noted, you will have seven days to start watching a film after purchasing. If you pre-ordered a film, your seven-day watch window will start when the film first becomes available. Once you click play on the film, you will have 48 hours to complete your viewing.

Yes, you have complete access to the entire program during your 48-hour watch window.

Please confirm that you are logged in to Eventive with the same email address or Facebook login you used to purchase the film. You can log in using the Login icon at the upper right corner of this page, or if you are not logged in at all, you’ll be prompted to log in after clicking “Purchase Film.”

DEVICE AND SCREEN COMPATIBILITY

Every film can be watched on a phone, tablet or computer. If you prefer to stream your film on a larger screen, there are several ways you can watch on your TV:

Via HDMI cable
One way to watch on your TV is by directly connecting your computer (or other devices) to your TV via HDMI cable. Here are guides on how to connect an HDMI cable to your computer.

Via casting to a device

You can cast a film stream from your personal device to your large-screen television via Apple AirPlay, Chromecast, or other screen mirroring app. There are various apps available for "mirroring" what's on your laptop or mobile device screen to relay over to your television via Roku and/or Apple TV.

Check out this guide on how to use Chromecast from your computer.

Important note: Due to content protection restrictions, the Screen Mirroring feature on smart TVs and other devices cannot be used with Eventive. Many browsers built into smart TVs and other devices will NOT allow protected content to play.

Via TV app for Roku or Apple TV

Eventive has a TV app for Apple TV and Roku. See below for more information about streaming with each of these apps.

At this time, streaming Eventive films using Amazon products (FireStick, FireCube, Kindle, etc.) is not available.

Download the “Eventive TV” app from the Apple TV App Store (accessible via your TV). When you open the app the first time, you’ll see an activation code. On another device, navigate to watch.eventive.org/tv, then log in if necessary and use the code to connect your account. Now, select the Holiday Classics Series channel on the Eventive Apple TV app to begin watching.

Please note that you will not be able to Purchase Films from the app. You will need to select your film titles via your computer first. Once you have made your film selection(s), the content will be available on the app.

If you ever need to re-activate the TV app, you can select TV app setup by hovering over the login ID circle at 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.

If you would like to use the Eventive Roku app, install it by clicking the following link and logging in with your Roku account: my.roku.com/add/6MHHHM2

Once you have installed the app, open it and follow the instructions to log in. All of your purchased content will be available on the app. If a title has not already been purchased, you’ll have to first purchase it on another device such as a laptop or mobile device.

Please note: closed captions cannot be used while watching via the Roku app.

Yes, you can watch content using Safari on iOS 11.2 or later.

Important note: Due to content protection restrictions, the Screen Mirroring feature cannot be used. Additionally, HDMI or other video dongles cannot be connected to your device. Instead, use AirPlay or Eventive’s dedicated TV app to watch on your TV.

Yes, you can watch content using Chrome on Android 6.0 or later.

Important note: Due to content protection restrictions, the Screen Mirroring feature cannot be used. Additionally, HDMI or other video dongles cannot be connected to your device. Instead, use AirPlay or Eventive’s dedicated TV app to watch on your TV.

If you’ve purchased a film that includes both the viewing and a livestreamed Q&A, set to take place at a designated time, simply select the livestream from the right sidebar and then click “enter livestream” at the designated time. There is a countdown clock on the livestream window to let you know when it will start.

Live events will NOT be available to watch from the Apple TV or Roku app. In order to view a live event, you will need to watch from a computer, tablet or smartphone.

TECHNICAL ISSUES

Please confirm that you are not on a VPN (Virtual Private Network). Eventive’s content protection protocol does not allow VPN access.

Are you logged in with the correct account? Please check your login status in the upper right corner of the Eventive window. If you are logged in, you will see a circle with the initials of the account holder. To switch accounts, click on the circle and select “sign out”, then log in (using your email address or Facebook login) to the preferred account.

If you are not logged in, you’ll see the word “login” at the upper right of the window. Click “login” and enter the desired account credentials.

You may also log in directly from the order pop-up if you click the Purchase Film button while logged out. If all you see in the player window is a black screen, please click or tap on the window to activate the player controls.

We recommend you watch content on PCs running Windows 7, Windows 8.1 or Windows 10 and Intel-based Macs running macOS 10.12 or later. You can also watch films on Android tablets and smartphones using Chrome, and on iPhones and iPads using Safari.
Supported browsers: Google Chrome, Firefox, Safari and Opera. We recommend using the latest version of your browser.

We have had success streaming with Google Chrome, Safari, Firefox, Microsoft Edge and Opera. We recommend using the latest version of your browser. Internet Explorer is not supported. If you are trying to access a film program and receive an error message, clear your browser history, then close and restart your browser.

The quality of the image depends on a few factors, including your internet speed. The player will auto-adjust to your internet speed. Your internet speed may change periodically based on how many other users are on your home network, the time of day, etc.

Hover your cursor over the video you are currently watching to make the video controls visible. On the bottom left, the sound icon controls the volume. To control how high or low the volume is, hover your cursor over the volume bar and click the left side to lower the volume or the right side to raise the volume.

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 Wi-Fi, try moving closer to your router.

For a proper viewing experience, ensure you have a strong, stable internet connection. You can check your internet speed easily by going to speedtest.net

At 7mbps or higher, you will be running at a playback of 1080p or higher and your quality will be optimal.

At 4mbps or lower, you will be running at a playback of 720p or lower, which will provide you poorer viewing quality.

If you are using an external display, try disconnecting the display. Your display may not support the encryption necessary to securely stream your content. If you cannot detach the external display and are using Safari on a Mac, try switching to Google Chrome. If you are on a mobile device, try letting the film play for 15 seconds.

In most cases, a foreign-language film will include the English subtitles “burned in” to the file you are viewing. In some cases, you will need to activate the closed captioning (CC) button on the video player screen in order to make the English subtitles appear. For these rare cases, we will note the issue in the film note. Also note: using the CC function to display English subtitles will work on all phones, tablets and computers, but not on Roku.

Yes. All customer payment info is submitted securely to our payment processor, Stripe, using the most stringent, PCI Level 1 compliant security protocols. We do not store any sensitive customer credit card details. While hosted at Stripe, all card numbers are encrypted at rest with AES-256. Stripe’s infrastructure for storing, decrypting and transmitting card numbers runs in separate hosting infrastructure and doesn’t share any credentials with Stripe’s primary services (API, website, etc.). You may request that your payment information be unlinked from your account by choosing the “account settings” link in the upper right corner while logged in and viewing a specific organization or film page.

More questions? Be sure to check out Eventive's Help page.

MEMBERSHIP AND SILVER REWARDS BENEFITS

Unfortunately, we aren't able to offer any member pricing for films in the Holiday Classics Series.

Unfortunately, we aren't able to allocate Loyalty Points for films purchased on the Eventive platform.

Unfortunately, we aren't able to redeem Loyalty Points to pay for films purchased on the Eventive platform.

Unfortunately, at present we aren’t able to redeem gift certificates for films screening online. Gift certificates can be redeemed for all purchases at the theater once we are able to reopen.