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CUSTOMER SERVICE Contact Us

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

AFI Silver staff will be available October 8 – October 15 from 9 a.m. to 8 p.m. ET. If you need help after these hours, please send an email, and we will get back to you as soon as possible.

Telephone contact: 301.495.6720

Email: silverinfo@afi.com

FESTIVAL PASS AND INDIVIDUAL FILMS

HOW TO WATCH FILMS IN OUR VIRTUAL FILM FESTIVAL

You can watch films online by purchasing either individual films or a Spooky Movie Festival Pass. A Spooky Movie Festival Pass can be used to watch any of the films in the Festival lineup.

Before purchasing you will be prompted to create or log in to an Eventive account.

Starting Tuesday, September 29, you can begin to pre-order films individually or by using your pass.

Where a Q&A accompanies a particular film, it will be noted whether the Q&A is pre-recorded or will take place live online at a designated time.

Individual films: $12 ($10 AFI members)

Individual films are $12 ($10 AFI members) unless otherwise noted.

All films in this year’s Spooky Movie International Horror Film Festival will be available to view online to customers located anywhere in the U.S. and U.S. Territories unless otherwise noted. Please note each film’s location availability status in the film notes or below the purchase button prior to making your purchase.

Every film in the Festival has alimited amount of screenings available, and it’s possible that a particular film could “sell out.” That film will then be indicated as “Sold Out.”

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

–If you pre-order a film before the Festival begins or before a particular film's availability window, 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 during the Festival within a film's availability window, you will receive an email from Eventive. 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 or exchanges are permitted.

Spooky Movie Festival Pass: $125 ($100 AFI members)

A Spooky Movie Festival Pass is automatically linked to your account on Eventive, and may be redeemed to view any film in the Festival. With a 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 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.

Unless otherwise noted, all films in this year’s Spooky Movie International Horror Film Festival will be available to view online to customers located anywhere in the U.S. and U.S. Territories. Please note each film’s location availability status in the film notes or below the purchase button prior to making your purchase.

Every film in the Festival has a limited amount of screenings available, and it’s possible that a particular film could “sell out.” That film will then be indicated as “Sold Out.”

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

–If you pre-order a film before the Festival begins or before a particular film's availability window, 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 during the Festival within a film's availability window, you will receive an email from Eventive. 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 pass purchases and passes are non-transferable. However, tickets redeemed with a pass can be returned.

WAYS TO WATCH

Can I watch the films on my TV?

Yes, here are the options for viewing 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

CHROMECAST

Stream directly from a tab in the Chrome internet browser to a TV connected to a Chromecast device from your Mac or PC computer. Note: At this time, Chromecast is not available to cast from Apple iOS devices, like the iPhone and iPad. Once your Chromecast is set up you can stream directly from your computer.

On the video page, open the Chrome menu in the upper right corner of the window (or the View menu) and select Cast. Make sure the tab you want to be displayed is the one you are selecting to cast.
Select your Chromecast source (consider selecting Chrome tab) and your Chromecast destination. Chromecast will then be connected and video will be playing on your TV
To disconnect from Chromecast, click the blue Stop icon next to your casting destination.
If there are any issues with the Chromecast stream, try setting the video to a lower quality.

Still having trouble? Here’s a 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. Many browsers built into smart TVs and other devices will NOT allow protected content to play.

How do I use the Apple TV app?

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 Spooky Movie International Horror Film Festival channel on the Eventive Apple TVapp 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.

How do I use the Eventive app on Roku?

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 are not available via the Roku app.

Can I watch content on my iPhone/iPad?

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.

Can I watch content on my Android device?

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.

Can I watch live events from the Apple TV or Roku app?

Live events will not be available to watch from the Apple TV or Roku app. In order to view the Q&A during a live event, you will need to watch from a computer, including in order to use the chat feature within the player. You can also watch live events from a tablet or smartphone; however, these devices will have limited functionality for any potential chat.

Can I watch programs through Amazon FireStick?

No. At this time, streaming the Festival using Amazon products (FireStick, FireCube, Kindle, etc.) is not available.

How do I watch a livestream or live Q&A?

If you’ve purchased an individual 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.

FAQ

How does my pass work?

A Spooky Movie Festival Pass is automatically linked to your account on Eventive, and may be redeemed to view any film in the Festival. With a 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 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.

Unless otherwise noted, all films in this year’s Spooky Movie International Horror Film Festival will be available to view online to customers located anywhere in the U.S. and U.S. Territories. Please note each film’s location availability status in the film notes or below the purchase button prior to making your purchase.

Every film in the Festival has a limited amount of screenings available, and it’s possible that a particular film could “sell out.” That film will then be indicated as “Sold Out.”

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

–If you pre-order a film before the Festival begins or before a particular film's availability window, 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 during the Festival within a film's availability window, you will receive an email from Eventive. 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 pass purchases and passes are non-transferable. However, tickets redeemed with a pass can be returned.

How do I make a purchase to view a particular film?

Go to the Sched-Ghoul (schedule) or Festival Frights and then browse through all of the available films in this year’s Festival.

To purchase an individual film, click the Purchase Film button on the film of your choice, and then enter your email address, in order to login and/or create a personal account on Eventive. You will then be prompted to enter your credit card information to complete the purchase.

How do I find a film I purchased or used my pass to redeem?

Check your email inbox for the order confirmation email and click the “watch now” button.

If you are currently logged into your Eventive account, you can see the list of all of your purchased films by clicking the My Tickets icon in the upper right corner of this page.

You can also view all of your purchased films in your Eventive Content Library. This will even list films that have not yet been shown.

How long do I have to begin watching the film after I purchase or redeem my pass?

When you make your purchase for a film, you will see the date on which it will become available. Eventive will send a reminder email once the film is available to be viewed. After you’ve begun viewing the film, the indication will change to show you how much time you have left to finish viewing the film.

I clicked on a film and it says it’s “Sold Out.” What does that mean?

Every film in our Festival lineup has a limited amount of screenings for purchase. Once we have hit the viewing allotment, a film will be marked as “Sold Out.”

Can I watch a livestreamed Q&A after it is over?

Check the film page listing: if a livestreamed Q&A has been recorded for future viewing after it first took place, it will appear there.

How long do I have to watch a film once I hit play?

You will have 48 hours to complete your viewing of a film once you hit play.

Can I rewind or start a program over?

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

Why is a film no longer available?

Films are available for a limited time and can only be viewed within their availability windows. Please check the Sched-Ghoul (schedule) for availability of films. If you do not hit play within that availability window or if you fail to finish watching the film within the allotted time, it will become unavailable to you.

Can I watch films outside of the United States?

No, Festival films are not available for viewing outside of the United States and U.S. territories.

Unless otherwise noted, all films in this year’s Spooky Movie International Horror Film Festival will be available to view online to customers located anywhere in the U.S. and U.S. Territories. Please note each film’s location availability status in the film notes or below the purchase button prior to making your purchase.

I bought an individual film and now it is telling me to purchase it again. What do I do?

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.”

How do I exit a trailer or video if I no longer want it open on my screen?

To close a video, click anywhere outside of the viewing window.

I have not received a confirmation email from Eventive for my pass purchase. How do I access the Festival?

Eventive automatically emails your pass confirmation to your email with the subject line “Pass order confirmation – Spooky Movie International Horror Film Festival”.

If you did not receive this email, first check your email spam folder. If the email is not in your spam folder, try logging in to Eventive with your email address and click the My Festival Passes icon in the upper right corner of this page. If you still are having trouble, please contact us at silverinfo@afi.com.

I don’t remember my password. What should I do?

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

Do the films have closed captioning?

Eight films in the Festival lineup have closed captions available and have been designated with a "Closed Captions Available" tag. Please note, closed captions cannot be viewed on Roku's Eventive app.

TECHNICAL ISSUES/QUESTIONS

My film won’t play! (General troubleshooting steps)

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.

What are the system requirements?

Windows 7, Windows 8.1 or Windows 10

You can watch content on PCs running Windows 7+ and Intel-based Macs running macOS 10.12+. You can also watch films on Android tablets and smartphones using Chrome, and on iPhones and iPads using Safari.

macOS 10.12 or later

Supported browsers: Google Chrome, Firefox, Safari and Opera. We recommend using the latest version of your browser.

Does my web browser affect streaming?

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. You can find more information on Eventive's Help page.

Why does the image quality of the films change sometimes?

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. You can find more information on Eventive's Help page.

How do I adjust the volume on the web player?

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.

Is my information secure?

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.

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 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.

I’m seeing a black screen where the film should be, but audio plays normally.

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. If none of these steps help, please contact Eventive using their live chat support at the bottom of Eventive's Help page.