FAQ DOK.fest @home Selection

Helpdesk & Service

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 help you as quickly as possible, it is helpful for us to have a precise indication of your problem. Please send us a screenshot directly in your e-mail.

Ticket purchase

How do I buy a ticket?

Online ticket

• Click on the orange "Ticket" button in the film window on the start page.
• Click on "Online" and select the desired number of tickets.
• Click on "Add to 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 on "Pay now" you can select a payment provider. After completing the payment process, you will receive your ticket. The ticket will also be sent to you by email.
• On your ticket you will find your ticket ID. You can enter this code in response to the question "With code?" or in the video window under "Ticket ID".
• The button "Play" appears in the video window. Now you can start the film.

 

How much does a ticket cost?

The ticket price is 5,00 euros.

What payment methods are available?

You can buy your ticket with the following payment methods: Paypal, Credit Card, Sofortüberweisung, Giropay.

Watch 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.

 

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. 

Are Chromecast and Airplay supported?

The films can be streamed to a TV via Airplay and Chromecast:

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".

Further questions about watching online

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

You can also watch your film 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 code" in the film.
• Enter the code from your confirmation email in the field and click on "Go!".
• 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 clicking on "watch now" or "go".

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 clicking on "watch now" or "go". 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. 
• 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?

You can find the age rating on the respective film page. 

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. 

Can I download the film?

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