Test Your Device
Visit our Device Compatibility page and follow the steps to unlock our free test video:
Unlock the film to confirm that you are able to place an order
Check your email to ensure that you recieve an order confirmation email when you place an order. If the email doesn't arrive to your inbox, please check your spam folder to see if it was sent there. If you don't get a confirmation email after placing your order, please reach out to Eventive chat support.
Play the device compatibility film to ensure that the device you plan on using to watch your screenings can play one of our films. If the short video clip won't play or if you see an error message on your screen, please reach out to Eventive chat support.
If you are unsure your devices are compatible, please refer to the rest of this FAQ for devices that are Eventive compatible.
What are the system requirements?
You can watch content on PCs running Windows 7+, and Intel or Apple Silicon based Macs running macOS 10.12+. You can also watch films on Android tablets and phones using Chrome, and on iPhones and iPads using Safari.
If you have an Apple TV, Fire TV or Roku device, you can use our dedicated apps for these platforms. If you have a Chromecast, you can cast to it from Chrome on your computer or Android phone. Detailed instructions are below.
What are the requirements for Windows computers?
Windows 7, Windows 8.1 or Windows 10
Supported browsers: Google Chrome, Firefox, Microsoft Edge, Opera. We recommend using the latest version of your browser. Internet Explorer is not supported.
What are the requirements for Mac computers?
macOS 10.12 or later
Supported browsers: Google Chrome, Firefox, Safari, or Opera. We recommend using the latest version of your browser.
Important note regarding iCloud Private Relay: iCloud Private Relay is a security feature available on devices beginning with macOS Monterey (Version 12) that is not compatible with the Eventive media player. Accessing a screening with iCloud Private Relay enabled will present you with a georestrictions error.
To access your screening, please be sure that iCloud Private Relay is turned off. On your Mac computer, you can turn off iCloud Private relay in your settings by navigating to:
Apple menu > System Preferences, then click Apple ID. Select iCloud > Private Relay
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 our dedicated TV app to watch on your TV.
Important note regarding iCloud Private Relay: iCloud Private Relay is a security feature available on devices beginning with iOS 15.4 that is not compatible with the Eventive media player. Accessing a screening with iCloud Private Relay enabled will present you with a georestrictions error.
To access your screening, please be sure that iCloud Private Relay is turned off. On your iPhone, iPad or iPod touch, you can turn off iCloud Private relay in your settings by navigating to:
Settings > [your name] > iCloud > Private Relay
Can I watch content on my Android device?
Yes, you can watch content using Chrome on Android 6.0 or later.
To use Chromecast, must have 3rd generation or later Chromecast stick.
To Chromecast from a mobile Android device:
Make sure your mobile phone or tablet is on the same Wi-Fi network as your Chromecast device.
Tap the "Cast" icon in the lower right hand corner of the player. If no icon appears, this means casting is not supported on your device.
To Chromecast from computer:
Open the content in the Google Chrome browser.
Click the "Cast" icon in the lower right hand corner of the player. If no icon appears, this means casting is not supported on your device.
How do I turn on Closed Captions?
When looking at a screening page using a web browser on a computer, tablet or phone, you can tell if captions have been added for each film in a screening by looking at the content playlist on the right side of the screen. Where captions are available, a "Closed Captions Available" label will be displayed.
For computer or mobile device: click or touch anywhere on the media player to bring up the status bar. Click the gear shaped icon in the bottom right corner of the media player, select the desired language from the Subtitles menu.
Captions are not compatible with casting, and will not appear on the tv screen. To watch a film with captions on a television, try connecting a computer to the television with an HDMI cable or use the Eventive TV app if they have a Roku, Firestick or Apple tv.
For Roku or Roku TV: Press the star (*) button on remote. Scroll down to and select “Accessibility & Language”. In the “Accessibility & Language” menu, you can turn the captions on and select from the available language options using the first two settings in the menu.
For Firestick or Fire TV: Please start the film and then pause it momentarily to bring up a gear shaped icon in the top right corner of the screen - click this icon and then select your desired language from the available options in the dropdown menu.
For Apple TV: Swipe down on the clickpad or the touch surface on the remote to bring up the film's status bar. Select the caption bubble that appears above the right end of the status bar and select the desired language from the Subtitles menu.
How can I watch content in the highest possible resolution?
To view content in the highest available resolutions (including 1080p as well as 4K/UHD when available), ensure you are using one of the following browser/device combinations:
Chrome on Windows or Android
Edge on Windows
Safari on macOS
Safari on iOS
Eventive TV app for Apple TV, Roku, or Amazon Fire TV
Please note that in Chrome and Edge, you will be able to toggle between the available image quality options by clicking the gear shaped icon in the bottom right of the media player. Safari selects an appropriate image quality for and will not allow you to manually adjust your image quality. If the image quality in Safari is not satisfactory, please try playing the screening in another browser. Other browsers beyond these will still offer HD resolution; however, the above combinations allow for the maximum levels of secure stream quality.
Why does video playback stall or not play smoothly?
Eventive uses adaptive bitrate streaming which means the streaming quality will automatically adjust based on your internet speed. If video playback stalls, stutters or won't play smoothly, please try the following troubleshooting steps:
Restart. Log out and completely close out of the program. Reboot any devices you’re running it on, too.
Reboot your home network. Sometimes, a quick reboot of the router is all you need to get things back in order.
Move your Wi-Fi hub and router to an optimal location — somewhere central, open and away from obstruction. You may also try connecting directly to your router via an ethernet cable.
Disconnect any unused or unnecessary devices from your network. If you have other devices or people using your internet, ask them to disconnect so you can dedicate the bandwidth to your streaming.
If these steps aren't helpful, please let us know what film you are watching, the name of the festival or organization that is presenting the screening and what city and country you are watching from. If the film is a short film playing as part of a shorts package, please let us know the name of the shorts package too. We can check the film file and check to see if the film is stored locally to you for a better viewing experience.
How do I play the movie on my TV?
There are three ways to watch a movie on your TV:
If you have a computer and a television that have an HDMI port, you can try connecting them with an HDMI cable so that the computer can use the television as a second monitor.
If you have an Apple TV, Roku or Firestick, the Eventive TV App can be downloaded to those devices and paired with your Eventive content library.
If you have a computer or mobile device that is capable of casting using Chromecast or Airplay and a smart tv capable of communicating with that computer or mobile device, you can try casting to your television.
If using an HDMI cable to connect your computer to your TV, please note that the computer must be connected directly to the TV using only an HDMI cable. If you need any additional adapters or dongles to make the connection, this will not work as any additional dongles or adapters may not support the security encoding on our films.
To connect your computer to your TV using an HDMI cable:
Make sure your computer is close enough to your Television for the HDMI cable to reach between them safely.
Connect one end of the HDMI cable into an available HDMI port on the TV. Take note of the HDMI input number it is being connected to.
Plug the other end of the cable into your laptop's HDMI out port
Set the TV to the HDMI Input port that the computer is connected to using the source or display button on your TV remote.
If your computer's display does not automatically appear on your television screen, you may need to have the computer manually detect the display.
Windows: Right-click on the desktop > Display Settings > Click Detect > Click the "Multiple displays" drop-down box and select "Duplicate these displays") > Click Apply.
Mac: Go to the Apple Menu > choose System Preferences > Choose the “Displays” panel > Hold down the “Option” key to show the “Detect Displays” button – note that it replaces the ‘Gather Windows’ button > Click on “Detect Displays” while holding down Option to use the function as intended.
See our detailed instructions for our dedicated Roku / Roku TV, Firestick / Fire TV and Apple TV apps below.
To cast from your computer, tablet or mobile phone to your TV Airplay:
Please ensure you are using Safari
On the film's screening page, click "Watch Now" to start the screening.
Once the screening has started, click the Airplay icon in the lower right hand corner of the player to cast to your television.
When casting from a Mac or iOS device to a television for the first time, a 4 digit code may appear on the tv screen. This will need to be entered on your computer or mobile device to proceed to cast.
Airplay on Eventive is only supported on Apple TV generation 4 and higher or a Smart TV enabled with Airplay Generation 2. Airplay generation 2 is typically available on smart tvs produced in or after 2018.
If the tv that you are casting to using Airplay to does not appear in the list of available options:
Please refresh your screen and try casting again.
If after refreshing your screen, the tv you are looking to cast to does not appear, it could be that the device is not Airplay Generation 2 compatible.
To cast from your computer, tablet or mobile phone to your TV using Chromecast:
Please ensure you are using Google Chrome
On the film's screening page, click "Watch Now" to start the screening
Once the screening has started, click the Chromecast icon in the lower right hand corner of the player to cast to your television.
To Chromecast from a computer or mobile device, both the computer or mobile device must be Chromecast compatible.
If the tv that you are casting to using Chromecast does not appear in the list of available options:
please refresh your screen and try casting again.
If after refreshing your screen, the tv you are looking to cast to does not appear, it could be that the tv is not compatible with Chromecast.
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.
I'm seeing a black screen where the movie should be, but audio plays normally.
If you have connected a computer, tablet or mobile phone to a television set using anything other than an HDMI cable, the black screen can be an indication that a cable, adapter or dongle that you are using may not be compatible with the security encoding on our films. Connecting a computer to a television using an hdmi cable will only work if both the computer and the television have an HDMI port and the two devices are connected using an HDMI cable with no additional adapters or dongles.
If you are attempting to mirror your screen from your computer, tablet or mobile phone, please stop mirroring and try casting from the media player using the Chromecast or Airplay button located in the bottom right corner of the media player.
My movie won’t play! (General troubleshooting steps)
Please be sure that that you are not on a VPN (Virtual Private Network). Our security measures don't allow the use of VPNs.
Please be sure that you are not on a network that uses a Proxy Server. Proxy Servers are commonly used by businesses and public institutions like colleges, civic buildings and hospitals. If there is a chance that the network that you are connected to uses a proxy server, try using a different internet connection. If the device you are using has mobile data or if your mobile device can be used as a hotspot, use that.
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 login directly from the order pop-up if you click “unlock movie” while logged out.
Please be sure that you are logged in using the correct account. Please check your login status at the upper right of the Eventive window. If you are logged in you will see a circle with the initials of the account holder. Clicking on your initials will bring up a little menu which will display your account options as well as the email address that you are logged in with. If you are not logged into the account that was used to order your screening, select “sign out”, then login (using email address or facebook login) to the proper account.
If you encounter a playback error on a computer, tablet or mobile phone, please try the following steps:
Refresh/reload the webpage
Try using another browser such as Chrome, Firefox, Edge, Safari, or Opera
Try restarting/rebooting the device
Try using another device
Try using another internet connection such as another wifi network or your mobile data connection
If the error is not cleared by these steps, please let us know so that we can look into this further.
If you encounter a playback error in one of the Eventive family of TV apps while on Roku, Firestick or Apple TV, please try the following steps:
Stop and exit the screening & re-enter and re-start the screening.
Exit the app & reenter the app
Restart the device by powering down the device / turning it back on again or by unplugging / plugging the device back in after 10 seconds
Uninstall & reinstall the app
If the error is not cleared by these steps, please let us know so that we can look into this further. We will need to know the name of the film as well as the name of the festival or organization that is presenting the screening. If the film is part of a shorts package, it is helpful to know the name of the shorts package.
As we look into this, we would also suggest trying to play the film on another device (computer, tablet or mobile phone). Please let us know if you would like instructions on how to play your content from a computer, tablet or mobile phone to your TV.
Other helpful troubleshooting steps include:
making sure that your device's operating system is up to date
making sure that your internet browser is up to date
making sure that you are casting using Airplay or Chromecast rather than mirroring your screen.
If you have any questions about these or any other troubleshooting steps, please reach out to us via chat support.
How long can I watch the movie?
When you unlock a movie, the amount of time you have before you must start the film and the amount of time that you have to watch the film will be listed on the screening page, beneath the media player. When you click "Watch now" to start the screening for the first time, there will be pop-up message that will tell you how much time you have to enjoy that screening before your access expires.
Can I rewind and start over?
Yes, you can pause, rewind, restart and rewatch your screening as many times as you like during your watch window, provided that the screening is not a real-time broadcast
NOTE: By default, Real-Time Broadcasts are one time events and not available for replay after the fact. Event organizers may choose whether or not to make them available for replay. If you click the Enter Live Broadcast button and receive the message "The broadcast has ended," it is not available for replay.
I bought the movie and now it’s telling me to unlock it again. What do I do?
Please make sure that you are logged in with the same email address or Facebook login you used to order your screening. If you are not logged in using the same email address or Facebook login that was used to order your screening, the system will not know you already have a ticket. You can login using the login link at the upper right corner of the screen. If you are already logged in, you will see your initials in the top right corner of the screen - click your initials and check that the email that is displayed beneath your initials in the account options menu is the one that was used to order your screening.
If you still cannot access your content, visit watch.eventive.org/me to verify that you’ve unlocked the program and access it from there.
How do I find my movie?
If you've already unlocked the movie, visit your Content Library and you should see the film there. You will need to log in first.
If you're on another device, you can also check your email inbox for the order confirmation email and click the “watch now” button.
Or visit your festival or cinema page and click on the original listing for the movie. If you’ve already ordered a ticket with your logged in account, you will have the option to “watch now” from the virtual screening page.
How do I watch a livestream?
If you’ve ordered a program that includes an on demand title plus a livestream, select the livestream by clicking on it's title card in the playlist on the right side of the screening page 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.
Can I watch a livestream after it’s over?
Yes, livestreams are recorded and made available to ticket holders for the duration of the program availability window.
NOTE: By default, Real-Time Broadcasts are one time events and not available for replay after the fact. Event organizers may choose to make them available for replay. If you click the Enter Live Broadcast button and receive the message "The broadcast has ended," it is not available for replay.
How do I use the Eventive TV app on my Apple TV device?
To install the Eventive TV app on your Apple TV, please follow these steps:
Navigate to the "App Store" on the home screen of your Apple TV.
In the App Store, click the magnifying glass icon in the top right corner of the App Store and search for "Eventive TV".
Once you locate the Eventive TV app in the App Store, click on Eventive TV and follow the instructions to complete the installation.
Once the Eventive TV app is installed, open the app.
When you open the app for the first time, there will be a 6 character pairing code displayed on the screen. Enter the 6 character pairing code at https://watch.eventive.org/tv in order to pair your Eventive account with the Eventive TV app.
Once the app is paired with your Eventive account, any films you have ordered will show up in the My Content section of the app. For Apple TV, the My Content section can be found using the navigation bar at the top of the screen.
NOTE: You must have at least a generation 4 Apple TV to access the App Store.
If you are seeing an error message in the TV app on Apple TV, please try the following steps
Stop and exit the screening & re-enter and re-start the screening.
Exit the app & reenter the app
Restart the device by powering down the device / turning it back on again or by unplugging / plugging the device back in after 10 seconds
Uninstall & reinstall the app
If the error is not cleared by these steps, please let us know so that we can look into this further. We will need to know the name of the film as well as the name of the festival or organization that is presenting the screening. If the film is part of a shorts package, it is helpful to know the name of the shorts package.
As we look into this, we would also suggest trying to play the film on another device (computer, tablet or mobile phone). Please let us know if you would like instructions on how to play your content from a computer, tablet or mobile phone to your TV.
If you ever need to unpair your Apple TV from your account, click the settings button located on the right end of the navigation bar at the top of the app, then click logout. Logging out will unpair your Apple TV from your account and it will bring up a new 6 character pairing code in the app.
NOTE: Basic livestreams are currently not available via the TV app. You can AirPlay them from another device to your TV.
How do I access the Eventive TV app on Fire TV or Firestick?
To install the Eventive TV App on your Firestick or Fire TV, please follow these steps:
Click find on your device's home screen.
In the search bar, enter "Eventive TV".
On the screen of search results, scroll down to the section called "Apps and games" to find the Eventive TV app.
Once you locate the Eventive TV app, click on Eventive TV and follow the instructions to complete the installation.
Once the Eventive TV app is installed, open the app.
When you open the app for the first time, there will be a 6 character pairing code displayed on the screen. Enter the 6 character pairing code at https://watch.eventive.org/tv in order to pair your Eventive account with the Eventive TV app.
Once the app is paired with your Eventive account, any films you have ordered will show up in the My Content section of the app. For Firestick / Fire TV, My content can be found by clicking the icon that is second from the top on the left hand side of the screen.
If you are seeing an error message in the TV app on a Firestick or Fire TV, please try the following steps
Stop and exit the screening & re-enter and re-start the screening.
Exit the app & reenter the app
Restart the device by powering down the device / turning it back on again or by unplugging / plugging the device back in after 10 seconds
Uninstall & reinstall the app
If the error is not cleared by these steps, please let us know so that we can look into this further. We will need to know the name of the film as well as the name of the festival or organization that is presenting the screening. If the film is part of a shorts package, it is helpful to know the name of the shorts package.
As we look into this, we would also suggest trying to play the film on another device (computer, tablet or mobile phone). Please let us know if you would like instructions on how to play your content from a computer, tablet or mobile phone to your TV.
If you ever need to unpair your Firestick or Fire TV from your account, click the logout button at the bottom of the sidebar on the left side of the app. Logging out will unpair your Firestick or Fire TV from your account and it will bring up a new 6 character pairing code in the app.
NOTE: Basic Livestreams are currently not available via the Fire TV app. You can cast them from another device to your TV.
How do I access the Eventive TV channel on Roku?
To install our the Eventive TV App on your Roku or Roku TV, please follow these steps:
Click search on your device's home screen.
In the search bar, enter "Eventive TV" and the Eventive TV app will appear in the search results under the heading "Apps".
Once you locate the Eventive TV app, click on Eventive TV and follow the instructions to complete the installation.
Once the Eventive TV app is installed, open the app.
When you open the app for the first time, there will be a 6 character pairing code displayed on the screen. Enter the 6 character pairing code at https://watch.eventive.org/tv in order to pair your Eventive account with the Eventive TV app.
Once the app is paired with your Eventive account, any films you have ordered will show up in the My Content section of the app. For Roku / Roku TV, My Content can be found by clicking the top icon on the left hand side of the screen.
If you are seeing an error message in the TV app on Roku or Roku TV, please try the following steps
Stop and exit the screening & re-enter and re-start the screening.
Exit the app & reenter the app
Restart the device by powering down the device / turning it back on again or by unplugging / plugging the device back in after 10 seconds
Uninstall & reinstall the app
If the error is not cleared by these steps, please let us know so that we can look into this further. We will need to know the name of the film as well as the name of the festival or organization that is presenting the screening. If the film is part of a shorts package, it is helpful to know the name of the shorts package.
As we look into this, we would also suggest trying to play the film on another device (computer, tablet or mobile phone). Please let us know if you would like instructions on how to play your content from a computer, tablet or mobile phone to your TV.
If you ever need to unpair your Roku or Roku TV from your account, click the gear shaped icon at the bottom of the sidebar on the left side of the app and then click “Logout”. Logging out will unpair your Roku or Roku TV from your account and it will bring up a new 6 character pairing code in the app.
NOTE: Basic Livestreams are currently not available via the TV app. You can cast them from another device to your TV.
How do I use my pass, membership or discount?
Passes and Memberships: Ensure that you are logged in before ordering tickets or unlocking a screening. If you are not logged in, the system will not know that you have a pass or membership. When logged into your account and you click to order a ticket or unlock a screening you will see the option to Quick Order a ticket using your pass, click this option and your pass benefits will be automatically applied. If you are logged in and you do not see your pass or membership benefits applied, confirm that you are logged in using the same email address that corresponds to your pass or membership.
Discount: In the checkout modal, click on “Have a Discount Code”. Enter the code and then click on “Apply Discount”. Please note that all discount codes are case sensitive. If you are copying and pasting a discount code, please be sure that no additional spaces have been added before or after the code as the system will read spaces as additional characters. If the code is not working, please contact the festival or organization that provided the code to verify that it is correct.
I’m in the correct geographic area, how do I get around the geoblocking to unlock a program?
If you’re in the correct geographic area covered by a geofence, Please be sure that you are not using a VPN or a Proxy Server. If you have a VPN, you will need to disable it for your location to properly register. Proxy servers are commonly used by businesses and public institutions like colleges, civic buildings and hospitals. If you suspect that the network that you are connected to may use a proxy server, try connecting using a different network connection or using mobile data.
If that does not work, please click on Launch live chat support - we will be happy to do quick test to verify your location and we may be able to help you access your screening.
If you do NOT live in one of the geographic areas and you should still have access, please contact the organizers and ask them to contact Eventive on your behalf.
Note: Eventive cannot override geographic restrictions outside the areas listed without the consent of the event organizers.
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 at the upper right while logged in and viewing a specific organization or film page.
We do not share personal information with any third parties without your explicit consent. All personal information is subject to the Eventive Privacy Policy which you can learn about here.
How do I update or remove my payment information?
Please visit your account settings page.
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 streaming, 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!