FAQs
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 from Monday to Thursday from 10am – 5pm 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.
- Information about DOK.fest München in Easy-to-Read language
Here you can find information about the festival in Easy-Read language.
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?
During the festival in May 2025: The programme in the cinemas and venues on site and the online programme of the festival is slightly delayed: From Wednesday, 7 May we open the cinema programme in Munich, which can be seen in total until Sunday, 18 May. From Monday, 12 May, we will additionally offer most of the films online. The online programme will run a little longer, it ends on Sunday, 25 May.
At Dok @home Selection you can watch artistic documentaries all year round in our online film library – available throughout Germany.
Ticket purchase
- How do I purchase a ticket online?
Buy a ticket online:
- Click on the "Ticket" or "Rent now for 5.00 EUR" button in the film window on the film page (or here at Dok @home Selection all year round).
- Click on the desired date (during the festival in May) or "Online" (during the festival in May as well as all year round, if you want to watch a film at Dok @home Selection) and select the desired number of tickets.
- Click on "Add to cart" to confirm your selection.
- Now click on "Go to checkout" and enter your name, your e-mail address and optionally your postcode (for our audience statistics).
- After clicking on "Pay now", you can select a payment provider (PayPal, credit card).
- If you watch the film during the festival in May in one of our Munich venues: After completing the payment process, you will receive your ticket for download directly on the film purchase page (alternatively also in a new browser window, depending on the browser setting). The ticket will also be sent to you by email.
- If you watch the film online: After completing the payment process, the "Watch now" field will appear in the video window. Alternatively: You will find your ticket ID on your ticket, which will be send to you by email. You can enter this in the video window under "Redeem code". You can now start the film and watch it for 48 hours. The film will be available for 48 hours from the first time you start it. "The first start" means the first click on "Watch now" (an exception is the last day of the festival, Sunday, 25 May 2025: On this day, film tickets for the festival experience @home can be purchased until midnight, but the film can only be viewed until Monday, 26 May 2025, at 4.00 a.m.).
- What payment methods are available?
You can purchase your ticket using the following payment methods:
Online: PayPal, credit card
Box office: cash, EC- and credit card (during the festival in May)
- I have bought a ticket but have not received it. How is that possible?
Please also check your spam folder. Purchases processed via PayPal can sometimes get stuck in the verification process. Here we ask you for a little patience. Unfortunately, we have no influence on this.
- Is it also possible to purchase tickets from outside Germany?
Tickets can only be purchased within Germany.
Watching films online
- Can I also watch the films on my TV?
Yes, this is possible in most cases. To do this, connect your computer (or your smartphone or tablet) to your TV, for example via an HDMI cable. Alternatively, you can also access the films directly on the TV via the DAC Player as an app or website. Chromecast via Google Chrome Browser is also possible, unfortunately AirPlay is not supported.
- 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 movie 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 movie will continue to play, all the interactions with the portal will end up in an error.
- Which devices can I use to watch the films?
The films can be rented and watched via your browser. Different browsers are supported on different devices. We recommend using the latest browser versions and operating systems to ensure smooth playback.
*= With Opera browsers, copy protection can often lead to playback problems, as the browser does not always support the playback of protected content by default.
- How does 1o1, the technology partner of DOK.fest München, use my data?
As safe, fair and humane as possible. Take a look at our privacy policy [https://www.dac-player.com/privacy-policy] for more details. What is most important: Your personal user data will not be given to third parties.
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 "Watch now" and the film starts immediately.
In the line at the bottom of the film module, you will find icons that you can use to make various settings, including the language and subtitle language, 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 "Watch now".
- 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 "Watch now". 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:
1) Your browser/device is not supported. Please try again on a different browser or device.
We recommend the following browsers:
- Chrome from version 135
- Firefox from version 137
- Safari from version 18
- Edge from version 135
Please note that Internet Explorer is not supported. Experience has shown that Opera can also cause frequent playback problems.
We recommend the following operating systems:
- MacOS from 12
- Windows from 10 22H2
- iOS from 16
- Android from 12
2) 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).
3) 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 approved for viewing from the age of 18.
Special age ratings can be found on the respective film page of all DOK.4teens: Recommendet from age 14.
- 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 down 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 down 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 watch the film, but you cannot download it.
