As a self-serve platform, we provide many resources via our Help Center, Virtual Video Library, and YouTube channel!
We are also available to answer questions and help troubleshoot as needed through Chat Support.
Connect with the Organizer Success Team by using the blue message icon in the bottom right corner of your screen or email us at support@eventive.org
Standard Organizer Support
The standard level of Organizer Support includes 1 one-hour onboarding session, access to the constantly growing Help Center and Video Library, and chat support.
The Eventive Audience Support team is here for your audience, accessible via chat from each virtual watch page as well as from the Audience FAQ page.
Organizer Chat Support hours are weekdays from 9am-9pm EST, and weekend & holiday hours are from 12pm-4pm EST. Standard support is provided on a first-come, first-served basis.
Best Practices:
Begin testing & building your event as soon as possible. We are not always available for immediate answers and depending on the question, answers can take up to one week for a response. The earlier you can find potential problems, the better.
Submit your questions individually focusing on a single topic at a time. We receive thousands of messages per day and focused questions on a single topic help us review & troubleshoot faster and more effectively. If you send us questions on multiple topics in a single message thread, it will increase your wait time.
Send all relevant details (including attachments & screenshots) with your question. The more you can help us narrow down your problem area, the better. For example, if you have a question about passes, be sure to include the name of the Pass Bucket. If you have a question about a specific customer, be sure to include the customer's name and email address.
If your event is occurring right now and you're experiencing a technical issue, please let us know by writing "LIVE NOW," and we'll do our best to help you ASAP. Click here to check Eventive's system status.
If your audience is experiencing an issue with playback, payments, tickets & passes, or other device-specific tech issues, please direct them to our Audience Experience Help page for help.
Always complete basic troubleshooting before contacting us. At times a somewhat alarming issue or frustrating setback is merely due to a browser or device error. Here are some things you can do on your own before reaching out:
1. Conduct a Hard Refresh on your browser (hold shift + refresh)
2. Try duplicating the function in another browser
3. Try another device/computer
4. Try viewing the function in an incognito window
5. Make sure no one else on your team is simultaneously using the Configurator and therefore saving over your changes
Office Hours
We offer 15-minute Office Hours video calls on Tuesdays and Thursdays for organizers who need a quick meeting. Due to their limited availability, we encourage you to reach out via chat first and we can assess whether Office Hours should be offered. Office Hours appointments cannot be booked more than one week in advance. These sessions are in high demand and are not always available.
Please note that you can only book Office Hours once per week. If you book more than one appointment on a single day, the extra appointment(s) will be canceled.
Premium Support
Premium Support Organizers receive a guaranteed one hour chat support response time 7 days per week, between 9am-9pm EST, as well as a one-hour weekly video/phone call session with a dedicated member of our team.
If you are interested in enrolling in this monthly program, please send us a message to request more information! Click here for Premium Support pricing.
If you'd like hands-on assistance and are not interested in Premium Support, we can recommend a few independent contractors that have Eventive experience. We're happy to send you their contact information by request.
Additional Information
We know that waiting for an answer can be frustrating, but please remember we're a very small team of independent film lovers just like you! We work with hundreds of organizations, and we answer every question in the order in which it was received. Following up with a "hello??" message actually pushes your message to the bottom of the queue, so please simply send us your question and make sure you read through our Help Center articles, which are there to help you and answer hundreds of common questions!
You have 24/7 access to the resources in our Help Center, Video Library, and YouTube channel!
Have a general question about how the platform works, or where things are? Start with our Eventive Virtual Organizer FAQ and video resources in our Video Library and YouTube channel.
Audience Chat Support hours are 9am-3am EST. The most successful organizers are the ones who communicate early & often with their audience. We encourage you to send clear information on your program, the Eventive platform, and compatibility testing to your customers as early as possible. Please visit our Audience Experience Help page for more information.
Eventive User Chat Guidelines
Eventive is for film geeks, by film geeks. We take special consideration to ensure our user experiences are exceptional. The conversations offered by our Chat Support team are intended to be helpful and informative exchanges conducted by real people in real time. Users can ask Eventive team members questions to learn more about our pricing and products, as well as offer feedback regarding their experiences on the Eventive platform. We offer this as a courtesy service to provide efficient, informed, and professional guidance.
We take pride in upholding the following guidelines when interacting with those who use our platform and ask you do the same:
Please be polite and professional. Inappropriate conduct or harassment towards chat participants will not be tolerated.
No vulgar language or abusive conduct. Vulgar or abusive language, masked with symbols, characters abbreviations, or otherwise, will not be tolerated.
No offensive remarks. Remarks or name-calling regarding a participant’s real or perceived race, color, national origin, age, sex or gender, sexual orientation, religion or other protected class will not be tolerated.
In the event a participant is in violation of these guidelines, an Eventive team member may take action in the following steps:
Provide a written warning via chat and/or email regarding the violation
Immediately terminate the online chat session(s)
Ban the user from Eventive chat support services
Eventive reserves the right to change or amend these guidelines at any time and without notice. You are encouraged to review these guidelines periodically.
In the event an Eventive team member is in violation of these guidelines, we encourage direct and immediate reporting of the incident via email to feedback@eventive.org so we may address the issue and aim to find resolution.
Please only contact this email with feedback about guidelines violations. If you have a question about setting up your event, please go directly to the chat bubble to ask our wonderful team for the fastest assistance.
We thank you for your cooperation in helping make Eventive a safe space for all film lovers!