Frequently Asked Questions

A 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.

Some films in the Festival have 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 exchanged for another within one day of purchase.

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.

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. Once you unlock the screening, you will have 7 days to begin watching. Once you start watching, you have 48 hours to finish. The indication will change to show you how much time you have left to finish viewing the content.

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

You will have 48 hours to complete your viewing of a film once you begin watching it.

Films are available for a limited time and can only be viewed within their availability windows during the Festival dates. 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.

Yes. The virtual festival films are globally available.

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.”

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

Eventive automatically emails your pass confirmation to your email with the subject line “Pass order confirmation – ILLUMINATE 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 Customer Support.

Films will have a closed caption option (click the CC on the player) unless the filmmaker has not made it available.

All films are eligible for the Audience Award. Paper ballots will be available for in-theater screenings. Balloting will be noted on the virtual screening page below the player window. Once you have watched a film, you will be able to cast your vote. On the virtual screening page below the player window, you will see ratings scaled from 1 to 5, Poor to Excellent. Click your choice and your vote has been cast. You can go back and alter your vote, but only one vote per account will be tabulated.

Yes. Our payment system is fully secure.

Films can be watched on PCs running Windows (versions 7, 8 and 10) and Intel-based Macs running macOS 10.12+ (Sierra). You can also watch films on Android tablets and phones using Chrome on Android 6.0 or later, and on iPhones and iPads using Safari on iOS 11.2 or later.

We highly recommend using an HDMI cable to connect to your TV or “casting” your device to a Smart TV. Some content can be watched on Apple TV or Roku via the Eventive TV app. See Eventive’s Help Center for details.

See Eventive’s Compatibility Test page in order to test your device.

See Eventive’s Help Center to get real-time technical help via online chat. Response times vary.

For technical issues, check the Eventive Help Center. This includes device compatibility, how to connect to Roku, AppleTV and Fire, black screen and sound issues, etc.

For pass, ticketing or festival questions, send an email to Customer Support. If your problem is urgent, call 928-421-1108. We will call you back if we are currently helping others.