Quick answers
Start here: most audience questions are solved below in under a minute.
If you’re still stuck, use Email support at the bottom with your order reference and screening time.
If you’re still stuck, use Email support at the bottom with your order reference and screening time.
I didn’t receive my ticket email
Find your QR code quickly.
- Check Spam/Junk and search for the festival name.
- Wait 10–15 minutes after purchase.
- Make sure the email address was typed correctly.
Still missing? Contact support with your full name + purchase time.
My QR code won’t scan
Fix the common causes.
- Turn brightness up to maximum.
- Open the QR code full-screen (not a tiny preview).
- Still not working? Try another device or ask the team.
Tip: screenshots usually work fine.
When should I arrive?
Make entry smooth.
- Arrive 20–30 minutes early (more for busy venues).
- Some screenings start exactly on time.
- Late entry may not be possible after the film begins.
Best practice: plan for queues.
I need accessibility support
We can help you plan.
- Step-free access (where available).
- Assistance seating (where available).
- Captioned screenings (where available).
Best: contact us in advance with your screening + requirements.
Get tickets
Where to buy: always use our official ticket page (or the official venue link) to avoid scams and incorrect listings.
If you purchased via the venue, your confirmation email and any refund requests are handled by the venue directly.
If you purchased via the venue, your confirmation email and any refund requests are handled by the venue directly.
After purchase: keep your ticket email safe. It normally includes your QR code, screening time, and venue.
Tickets help
Changes
- If you bought the wrong session, contact us ASAP.
- Include: name, screening, and order reference.
- Changes depend on availability.
Refunds
- Refund requests must be handled by the venue directly.
- Use your venue confirmation email or their box office contact.
- If you’re unsure who to contact, email us and we’ll point you to the right place.
Multiple screenings
- Leave travel time between venues.
- Check start times and door-open times.
- Keep each QR code accessible.
Fastest support: send your order reference + the exact screening title/time + your issue in one message.
Plan your visit
Before you leave home: check your venue address, start time, and QR code.
If you’re attending multiple screenings, plan travel time between venues.
Entry & seating
- Have your QR code ready before you reach the door.
- Seating may be allocated or general admission (depends on venue).
- Follow staff instructions for queues and late entry.
What to bring
- Ticket email / QR code (screenshot is fine).
- Photo ID if your ticket type requires it (if applicable).
- Any accessibility information you want staff to know.
On the day
I’m running late
- Arrive as soon as you can and speak to front-of-house.
- Late entry may be restricted after the film begins.
- If you miss your screening, ticket rules apply.
My seat / view is an issue
- Ask staff before the film starts if possible.
- They’ll help if seating can be adjusted.
- For accessibility needs, tell front-of-house on arrival.
Audio / picture problem
- Tell a staff member immediately.
- We’ll check projection/sound with the venue team.
- We may pause briefly if needed.
Share your screening
- Tag us on social media and we may repost.
- Use our hashtag: #YourFestivalHashtag
- Mention the film title + venue + date.
Photos & filming
- No photos or video during the film.
- Photos are welcome during the Q&A and in public areas.
- Please follow venue signage and staff guidance.
Help filmmakers
- Leave a quick review after the screening.
- Share a photo of the poster/programme.
- Tell a friend what you loved.
Urgent help: during a screening, speak to front-of-house. For non-urgent issues, email support with your order reference.
Glossary
- QR code
- The square code on your ticket that staff scan for entry.
- Front-of-house
- The venue team who manage entry, seating, and audience support.
- Allocated seating
- Your seat is assigned (row/seat). Sit only in the seat shown on your ticket.
- General admission
- Seating is first-come-first-seated. Arrive early for the best choice.
- Late entry
- Arriving after the screening has started. Some venues restrict late entry.
- Runtime
- The total duration of a film (e.g., 92 minutes).
- Q&A
- A short discussion with filmmakers after a screening (when scheduled).
- Captioned screening
- A screening with on-screen text for dialogue and key sound cues.
- Step-free access
- An accessible route without stairs (where available).
- Programme
- The full schedule of screenings, events, venue info, and times.