FAQ

Helpdesk & Hotline

Where do I turn for technical problems and questions?

For questions regarding ticket purchases and technical problems, please contact support@dokfest-muenchen.de.

You can reach us by telephone Mon–Fri from 10.00am–5.00pm on +49 (0) 89 51 39 97 88.

In order to be able to help you as quickly as possible, it is helpful for us to have a precise indication of your issue. If possible, please send us a screenshot of the issue in your email.

About the dual festival edition

What does "dual" mean?

By "dual" we mean that we can offer almost our entire film programme both in cinemas and venues in Munich and online. Nevertheless, we see DOK.fest München as being one festival where the quality of the individual films is always at the centre.

How long can I use the on-site services, how long can I use the online services?

The programme in the cinemas and venues on site and the online programme of the festival is slightly delayed: From Wednesday, 1 May we open the cinema programme in Munich, which can be seen in total until Sunday, 12 May. From Monday, 6 May, we will additionally offer most of the films online. The online programme will run a little longer, it ends on Monday, 20 May.

How do the Festival pass variants (Cinema / Online / Dual) work?

Select a film from our programme overview. 

Festival Pass Dual / Online:

• Call up your confirmation email. You will find your code there.
• Click on the button "Redeem Ticket ID" in the video window.
• Enter the code from your confirmation email in the field and click PLAY. The film will start. Please note that the film is available for you for 48 hours from the first start.

Festival Pass Dual / Cinema:

• Click on the "Ticket" button in the video window and select a play date or "Online".
• Then place a ticket in the shopping basket.
• Go to "Proceed to checkout".
• In the next step, along with your name and e-mail address under "with code?", also enter your Festival Pass code, which you will find in the order confirmation for the Festival Pass.
• In the next step you can download your free cinema or online ticket. It will also be sent to you by e-mail.

Festival Pass Cinema / Dual: Please take both the cinema ticket and your Festival Pass with you to the screening.
Festival Pass Online / Dual: If you have purchased an online ticket, you can either start the film directly via the PLAY button or start it at a later time via "Redeem Ticket ID". To do this, enter the redemption code in the "Redeem Ticket ID" field, which you will find on the top right of the online ticket.

You can find more information about the festival pass here.

Ticket purchase

How do I purchase a ticket?

Buy a ticket online:

• Click on the orange "Ticket" button on the film page in the film window.
• Click on the orange "Online" button and select the desired number of tickets.
• Click on "Add to shopping cart" to confirm your selection.
• Now please click "Go to Checkout" and enter your name, e-mail address and optionally your postcode (for our audience statistics).
• After clicking "Pay now" you can select a payment provider (PayPal, credit card, instant bank transfer (Sofortüberweisung), Giropay).
• After completing the payment process, the "Play" button will appear in the video window. Now you can start the film and watch it for a period of 48 hours (from the first start of the film, it is available for 48 hours. By "the first start" is meant the first click on "PLAY").
• You will receive your ticket in a new browser window (depending on your browser settings). The ticket will also be sent to you by email.

 

Video tutorials:

In these videos we guide you through the process of purchasing a ticket.

What payment methods are available?

You can purchase your ticket using the following payment methods:

Online: PayPal, credit card, instant bank transfer (Sofortüberweisung), Giropay

Box office: cash, EC- and credit card (during the festival in May)

Watching films online

Can I also watch the films on my TV?

Yes, this is possible in most cases. To do so, connect your computer (or your smartphone or tablet) to your TV, for example via an HDMI cable. Alternatively, you can access the films directly on the TV if a corresponding player (e.g. Apple Airplay) is connected to the TV.

Can I watch the films in HD?

All films are available in full HD, i.e. with a maximum of 1920x1080 pixels.

What happens if my internet connection is weak?

We automatically adjust the quality of the movies to your internet connection and device performance. If you have a slow internet connection, it may happen that the film does not play in the best possible quality.

Can I delete my browser cookies while watching a film?

Yes, but we don’t recommend this. Even though the film will continue to play, all the interactions with the portal will end up in an error and you would have to verify again via the ticket ID.

Which devices can I use to watch the films?

The films can be rented and watched via your browser. It is strongly recommended to always use one of the two latest major versions for all browsers. The following devices and web browsers are supported for viewing content via the Embed Player:

* These combinations of operating systems and browsers currently allow video playback. However, there is currently no official support from Google and Microsoft for this device-browser combination.

Are Chromecast, Airplay and the Pantaflix Ticket Player app supported?

The films can be streamed to a TV via Airplay, Chromecast or the Pantaflix Ticket Player App:

Airplay: For use with Airplay, please play the title of your choice and then press the cast button in the player. You can then select the end device to which you would like to "cast".

Chromecast: Your Google Home app will guide you through the Chromecast setup and the "instructions for use".

Pantaflix Ticket Player App: Find more information here.

How does Pantaflix, the technology partner of DOK.fest München, use my data?

Your personal user data will not be given to third parties. Take a look at the Pantaflix privacy policy for more details. 

Further questions about watching online

How do I watch a film?

First you have to buy a ticket. At the end of the purchase process, click on "PLAY" and the film starts immediately. 

At the top right of the film you will find five icons that you can use to make various settings, including for the language and language of the subtitles, playback quality and full screen mode.

I bought a ticket and would like to watch the film later.

You can also watch the film for which you bought a ticket later. After starting the film for the first time, it will be available to you for 48 hours.

• Call up your confirmation email. You will find your code there.
• Click on "Redeem ticket ID" in the film.
• Enter the code from your confirmation email in the field and click on "PLAY".
• The film starts.

At the top right of the film you will find icons that you can use to make various settings, including the language and language of the subtitles, playback quality and full-screen mode.

 

How long can I watch the film I have bought?

From the first start of the film, it is available for 48 hours. By "first start" we mean the first click on "PLAY".

How often can I watch the film I have bought?

You can stop and restart the film at any time within the period of 48 hours after the first start. By "first start" we mean the first click on "PLAY". The film can also be watched more than once within the period.

Why won't the film start playing?

There can be several reasons for this:

• Your browser/device is not supported. Please try again on a different browser or device.
  We recommend the following browsers: Chrome from version 53, Firefox from version 57, Safari from version 11, Edge from version 14+ and Opera from version 31. Please note that Internet Explorer is not supported.
  We recommend the following operating systems: MacOS from 10.9, Windows from 8.1, iOS from 11.2 and Android from 6.0 Marshmallow.
• The period during which the film is available has already expired.
• Your ticket ID has expired or you have already used your ticket ID to start another film (in this case, please contact our support team, see above in the FAQs).
• You have already played the film on too many devices/browsers.
• The film is played on too many devices at the same time.

 

What is the age rating of the films?

With the exception of the films in our educational programme DOK.education and the films in DOK.4teens, our films are only released for the age of 18.

Special age ratings can be found on the respective film page.

Why is my ticket ID not accepted / What does "This ticket ID is invalid" mean?

When entering the ticket ID, special attention must be paid to distinguishing between the similar-looking letters "L" and "I" (in lower and upper case). The ticket ID consists of exactly 6 or 12 characters.

To avoid typing errors, use the copy & paste function.

Why are there no subtitles?

If no subtitles are displayed, you may have to activate them first. To do so, click on the subtitle symbol at the top right of the film and select the desired subtitle language. 

Which language versions of the individual films are available?

The available language versions and subtitles can be found on the film page of the respective film. If several subtitle languages are indicated, it is possible to choose between them. To do so, please click on the subtitle symbol in the top right-hand corner of the player.

In which countries can I watch the films?

Our online programme is geo-blocked and can only be viewed in Germany. 

Why a DOK.fest München watermark, can I remove it?

No, the watermark cannot be hidden. We show the films exclusively and within a limited time frame online and are obliged to mark them in such a way that unlawful distribution would be traceable.

Can I download the film?

No, you can only watch the film and not download it.