Viewing & Ticketing FAQ

Need more help?

Visit Eventive's help page and click on the "launch live support' link to enter Eventive's live chat support.

GENERAL

What is TMFF 2020 Online? What's Eventive?

We've partnered with Eventive, an industry-leading streaming platform for on-demand and livestream content, and over the Festival's 10 days, this platform will host the entire catalog of TMFF 2020 films for you to watch. We're calling this TMFF 2020 Online and you can find it at https://watch.eventive.org/tmff2020. Eventive is also the place where you'll be purchasing and managing your Festival Pass and tickets.

 

Where and how do I watch the films?

You can watch the films from your Apple TV, Roku, Chromecast, Android TV, and Smart TV as well as from your PC, notebook, mobile device or tablet. For PCs, notebooks, mobile and tablets, go to https://watch.eventive.org/tmff2020 to begin watching. See the technical requirements in the FAQs below for more information.

 

Do I have to watch the films at a specific time?

You can watch the films at any time during the Festival, from October 1–10.

 

Can I watch the films from anywhere in the world?

Yes you can.

 

Where do I purchase a Festival Pass or Individual Tickets for films?

Get your individual tickets by browsing the Film Guide or grab a Festival Pass to see all twenty films that are part of the TMFF 2020. You will be taken to the TMFF 2020 page on Eventive where you can complete and manage your purchases.

 

How do I find my movies?

If you purchased a Festival Pass, go to the TMFF 2020 Online virtual festival website from our top menu, or from the buttons in the Film Guide or Tickets pages and start watching. If you've purchased individual ticket(s), you have a couple of options.

  1. Check your email Inbox for the order confirmation email and click the “Watch now” button, or

  2. Visit your Content Library and you should see the unlocked films there. You will need to log in first, or

  3. Visit the Festival Film Guide 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 long do I have to watch a movie?

When you unlock the movie, you will see an indication of how long you have to start watching below the “watch now” button on the film page. After you've started watching the movie, you will have 48 hours to finish watching it. The film's page will show you exactly how much time is left to finish.

 

Can I rewind a film and start over?

Yes, you have complete access to the entire program during your watch window and can pause and rewind a film or restart it

 

Is my information secure?

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-left MENU while logged in to TMFF Ticket Manager page at Eventive.

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.

 

How do I use my Festival Pass?

When logged into your account, click on “Pre-order Now” or “Unlock Now”. Your pass benefits will be automatically applied and unlock the films for you at no additional cost. If you do not see the benefits of your pass reflected, confirm that you are logged in under the correct email address.

 

TECHNICAL

Internet connection speed recommendations and bandwidth usage.

Below are the internet download speed recommendations per stream for playing TV shows and movies over the Internet.

  • 0.5 Megabits per second - Minimum required broadband connection speed.

  • 1.5 Megabits per second - Recommended broadband connection speed.

  • 3.0 Megabits per second - Recommended for SD quality.

  • 5.0 Megabits per second - Recommended for HD quality.

 

You can test your connection speed using www.speedtest.net or any other online testing website.

 

Watching movies online uses about 1 GB of data per hour for each stream of standard definition video, and up to 3 GB per hour for each stream of HD video. If your internet service provider applies a bandwidth or data cap, please consult with them as required.

 

What are the Windows or Mac system requirements?

You can watch content on PCs or notebooks running Windows 7+, and Intel-based Macs running macOS 10.12+. Supported browsers include Google Chrome, Safari, Firefox, Microsoft Edge, and Opera.

 

Can I watch over a VPN connection?

Eventive’s content protection protocol does not allow VPN access. You can watch the films by disabling your VPN and connecting directly.

 

How do I watch the films on my Apple TV?

Download the “Eventive TV” app from the Apple TV App Store (accessible via your TV). You must have at least a 4th generation Apple TV to access the App Store.

 

When you open the app for the first time you’ll see an activation code. On another device, please navigate to watch.eventive.org/tv, then login if necessary and use the code to connect your account.

 

Next, scroll to the "Toronto Motorcycle Film Festival" channel on the Eventive Apple TV app to begin watching. All of your unlocked content will be available on the app. If a program has not already been unlocked, use another device such as a laptop or mobile phone to unlock it by going to the TMFF virtual festival platform at watch.eventive.org/tmff2020.

 

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.

 

Please note that livestreams are currently not available via the TV app. You can AirPlay them from another device to your TV.

 

How do I watch the films on my Roku?

Search for "Eventive TV" in the Roku Channel Store on your Roku. You can also add the Eventive TV app to your Roku via the Roku website by clicking here. Once you have installed the app, open it and follow the instructions to login.

Next, scroll to the "Toronto Motorcycle Film Festival" channel on the Eventive app to begin watching. All of your unlocked content will be available on the app. If a program has not already been unlocked, use another device such as a laptop or mobile phone to unlock it by going to the TMFF virtual festival platform at watch.eventive.org/tmff2020.

 

Please note that livestreams are currently not available via the TV app. You can cast them from another device to your TV.

 

How do I watch the films on my Chromecast or Smart TV?

If you have a Chromecast device (3rd generation or later), you can cast to it from Chrome on your computer or Android phone. 

 

To Chromecast from your Android mobile 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 righthand 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 righthand corner of the player. If no icon appears, this means casting is not supported on your device.

 

Test your device's compatibility.

Visit Eventive's Device Compatibility page and follow the steps to unlock the free test video and test your device for compatibility with the Eventive platform. If you are unsure your devices are compatible, please refer to the rest of this FAQ for devices that are Eventive compatible.

 

TROUBLESHOOTING

Why does my video playback stall or not play smoothly?

Eventive use adaptive bitrate streaming which means the streaming quality will automatically adjust based on your internet speed. See the bandwidth recommendation FAQ question for more information. If your internet connection is poor or inconsistent, or if you have several Wi-Fi enabled devices connected simultaneously, you may experience problems during playback. If you’re on Wi-Fi, try moving closer to your router. You may also try connecting directly to your router via an Ethernet cable.

 

Why can't I screen mirror from my iPhone or iPad?

While you can watch the films on your iPhone or iPad, 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.

 

I bought a movie and now it's telling me to unlock it again.

Please confirm that you are logged in with the same email address or Facebook login you used to purchase the program. You can login using the login link at the upper right corner of the screen, or if you are not logged in at all you’ll be prompted to login after clicking “unlock now.”  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.

 

My movie won't play. General troubleshooting steps.

  • Eventive’s content protection protocol does not allow VPN access.

 

  • Are you logged in with 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. To switch accounts, click on the circle and select “sign out”, then login (using 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 login directly from the order pop-up if you click “unlock movie” 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.

 

  • 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 visit Eventive's help page and click on the "launch live support' link to enter Eventive's live chat support.

 

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