Helpdesk & Frequently asked questions

Helpdesk

For urgent questions and problems

Hotline: 0800 5565136 (daily from 10 am to 11 pm)
by e-mail at info@dokfest-muenchen.de

In order to help you as quickly as possible, it is helpful for us to get an exact specification of your problem. Please send us a screenshot directly in your mail. Here you will find information on how to create a screenshot.

When can I see the films?
  • The opening film can be seen on 06.05.2020 from 20:00.
  • The other films can be seen online from 07.05.2020 at 10:00 am.
  • On the last festival day you can still buy tickets until 10 pm and watch films until 12 pm until the end.
  • Most of the films can be seen during the whole festival period from 07.05.2020 - 24.05.2020.
    Only 6 of the 121 films are available for a limited time. You will find the details on the respective film page of the DOK.fest Munich homepage.

 

On which devices can I watch the films?
  • Depending on the technology of your TV, you can watch the films there.
  • Depending on the technology of your computer or laptop, you can watch the films on these devices.
  • Depending on the technology of your tablet or smartphone, you can also watch the films on these devices.
When can I skip?
  • The festival programme of DOK.fest München @home is only possible in this way with the support of our sponsors and partners. In the first three minutes before the film, our partners introduce themselves in short clips.
  • We ask for your understanding that you can only skip back and forth afterwards.
Is there a limit to the availability of tickets and why?
  • 19 of the 121 films are limited in the number of tickets. This corresponds to the specifications of the rights holders. You will also find this information on the respective film page on the DOK.fest Munich homepage and in thie overview: https://www.dokfest-muenchen.de/Filmlimitierungen
Can I see the films even if I do not live in Germany?
  • Our film programme is geo-blocked and can only be seen in Germany.

 

How can I see the films?
  • To watch a film, you can go from the respective film page on the DOK.fest Munich homepage to the login page by clicking on the button "Film ansehen / Tickets".
  • If you have not yet registered, please set up an account with your e-mail address and a password. You can then purchase the right to see the films by purchasing a single ticket, a voucher code or a festival pass.
  • If your account has already been created, simply enter your password. If you would like to purchase several films, you do not need to log in again.
    Step by step guide
How to buy a ticket

On the last day of the festival, Sunday, May 24, you can only buy tickets until 22.00 and watch films until 24.00. Even previously purchased film tickets are no longer visible after 24.00 hrs.

 

What does a film at DOK.fest Munich @home 2020 cost?
  • A single ticket costs 4,50 €.
  • 5.50 € costs a single ticket, including a contribution of 1 € for our partner cinemas (Neues Maxim, RIO Filmpalast and City Kinos).
  • 50 € costs the festival pass, which entitles you to see all films. This is available from 7.5.
  • How you can support our partner cinemas, you can find here.
  • Further information on prices and payment options can be found here: https://www.dokfest-muenchen.de/Tickets_DOKfest_at_home
How do I pay for the film?
  • You can pay by credit card or PayPal.
Do I have to watch the film directly after the purchase?
  • You can purchase a film in advance from April 30th 2020. From May 7th, 10.00 am, this film will be activated for you. It will be available to you for 24 hours from the first start of the film (click on play button).
    On the last day of the festival, Sunday, May 24, you can only buy tickets until 22.00 and watch films until 24.00. Even previously purchased film tickets are no longer visible after 24.00 hrs.
Why does my video stop?
  • The most common cause for the / a not perfect transmission of the film data is an unstable internet connection, so it can lead to dropouts.
  • If the playback of the movie stalls or stops, it is best to reload the page. You can pause the movie, reload the page, and then restart movie playback. You can then also scroll to the point where you interrupted (after the advertisement has been played). You can also try out the playback in another browser. 
I have bought the film, but the playback does not start. What can I do?
  • Please update your browser, the film should start now.
  • Please empty your browser cache. You can find more information here.
  • If you still have difficulties with the purchase or playback of a film, please contact our helpdesk: info@dokfest-muenchen.de
How often can I watch the film?
  • You can stop and restart the film at any time during this 24 hour period. You can watch the film more often during this period.
    On the last day of the festival, Sunday, May 24, you can only buy tickets until 10 pm and watch films until 12 pm. Even previously purchased film tickets are no longer visible after 12 pm.
Why a DOK.fest München watermark, can I hide it?
  • Since we show the films as the festival's online edition exclusively and within a limited time frame, we are obliged to mark them in such a way that any illegal distribution would be traceable.

 

Can I download the film?
  • No, you can only view the film in our Online Festival Edition as a stream and not download it.