Helpdesk & frequently asked questions (FAQ)

Helpdesk 

We are happy to answer any questions you may have about purchasing tickets and watching the films:

from 27 April to 04 May: 10.00am – 8.00pm
from 05 to 23 May: 10.00am – 11.00pm

Telefon 0800 000 5620
E-Mail support@dokfest-muenchen.de

Buy tickets

How do I buy a ticket?
  • Select a film from our programme overview.
  • Click on the orange button "TICKET" or the orange button "SOLI TICKET" on the film page.
  • Select a payment method and follow the instructions of the payment service provider.
  • Please enter your e-mail address and click on "continue".
  • Please tick "By submitting..." and "I hereby confirm..." and click "order subject to payment".
  • You will now see your ticket ID. Please write it down. The ticket ID will also be in your confirmation email.
  • Click on "Watch now" to start the film. Click on "Watch later" to return to the film page.
Why can't I buy ticktes? / What does "Available from 06.05.2021 10:00" mean?

There are two options here:

Option 1:
You have already purchased a ticket for exactly this film or entered a ticket ID. As soon as the film is available, the button changes to "Watch now" and the film starts when you click on it.

Option 2:
If you are using the Firefox browser, it may occasionally happen that the orange buttons say "Available from 06.05.2021 10:00", that they are not clickable and that you cannot buy tickets, even though you have not yet purchased a ticket for this film and have not yet entered a ticket ID. Please delete the cookies in your browser. You can do this in the settings under "Privacy & Security" --> "Cookies & Website Data" --> "Remove Data". Then the buttons will say "TICKET" and "SOLI-TICKET" and you can purchase the respective tickets by clicking on them. 

Do I have to watch the film immediately after buying it?

No. You can purchase a film in the presale starting on 27 April 2021, 10.00 am. With your purchase you will receive a ticket ID. With this you can watch the film at any time between 06 and 23 May 2021. After starting the film for the first time (click on "Watch now" or "Go"), it will be available to you for 48 hours. 

How do I buy a festival pass?

You can buy the festival pass here. Proceed as follows:

  • Click on the orange button "SOLI TICKET 20,00 €".
  • Select a payment method and follow the instructions of the payment service provider.
  • Please enter your e-mail address and click on "continue".
  • Please tick "By submitting..." and "I hereby confirm..." and click "order subject to payment".
  • You will now see your ticket ID. Please write it down. The ticket ID will also be in your confirmation email. This ticket ID is your access to all festival films. 
  • Click on "Okay!
  • More about the festival pass here.
How much does one film at DOK.fest München 2021 @home cost?
  • 6.00 euros costs a single ticket for one film
  • 7.00 euros costs a soli ticket for one film
  • 3.00 euros costs a single ticket for one short film from DOK.education
  • 4.00 euros costs a soli ticket for one short film from DOK.education
  • 70.00 euros costs the festival pass for all films (20 euros Last Weekend Pass from 21 May)
What is a soli ticket?

With the purchase of a Soli ticket you can watch a film and support our partner cinemas with a donation of 1,00 Euro. With the purchase of a festival pass, you support our partner cinemas with a donation of 5.00 euros. Our partner cinemas are RIO Filmpalast, City-Atelier Kinos and Neues Maxim.

You can find more ways to support our partner cinemas here

Do I have to register or do I need an account?

No, you do not need to register. An e-mail address is required so that we can send you an order confirmation and the ticket respectively the ticket ID.

Why do my login details from last year no longer work?

We are working with a new tech partner this year, Pantaflix. No more login details are required. 

Why is the ticket more expensive than last year?

Generally, at the festival – whether in the cinema or on the digital screen – we present great, elaborately produced and, compared to VOD platforms, carefully curated cinema documentaries. For this film experience, we consider the price of 6.00/7.00 euros to be appropriate. Furthermore, the proceeds from ticket sales are largely passed on to the filmmakers. Our partner cinemas will benefit from 100% of the soli. Last year, we put together a complete online programme within a few weeks. As this was the first edition of this kind in the history of the festival, we did not have much experience to draw on. Last year's significantly reduced price, which was far from covering costs, was also due to this circumstance. In the meantime, we have made great efforts to further improve and simplify our offer for our audience.

Are there any discounted tickets?

Unfortunately we cannot offer any discounts. 

People from Munich on low incomes can contact our partner KulturRaum München e.V. for free tickets. If you live in the Munich S-Bahn area and have a low income, you can find out how to register here.
If you are already registered with KulturRaum München e.V., you can contact gast@kulturraum-muenchen.de to find out which selected films are eligible for free tickets.

Why have I not received a confirmation email / invoice?

It is possible that the confirmation email has arrived in your spam folder. Please check there. The subject is "Details zur Bestellung beim DOK.fest München @home". 

If you would like an invoice, click on "Möchten Sie einen Rechnungsbeleg?" in the confirmation email. Enter your email address, the ticket ID and your billing address. The invoice will be sent to you by e-mail. Again, the email may end up in the spam folder. 

What payment methods are available?

You can use Paypal, Klarna and all major credit cards (Visa and Mastercard) to pay for your tickets.

Can I buy several films at once with one payment transaction?

No, each film must be purchased individually. The exception is the Festival Pass, which includes the entire festival programme with only one payment transaction.

Is there a limit to the availability of tickets and why?

For some films, the contingent is limited or the time availability is restricted. This means that only a limited number of tickets can be purchased or the film can only be viewed during a certain period. This is in accordance with the requirements of the rights holders. You can find this information on the respective film page at the top right or here in the overview.

Can I secure tickets for limited films with the festival pass?

No, that is not possible. We advise watching these films at the beginning of the festival. Part of the contingent is reserved for festival passes. 

Is there a subscription?

Yes, with our festival pass you have access to all available films throughout the entire festival period.

What is a ticket ID?

A ticket ID is a twelve-digit number made up of numbers and letters. It serves as your personal digital ticket with which you can watch the film you have purchased. It is displayed after the purchase process and sent to you by e-mail. After the first click on "Watch now", i.e. the first time you start the film, your ticket ID is valid for 48 hours. 

Why am I not shown a ticket ID?

At the end of the order, the purchase must be triggered by clicking on the button "Order subject to payment". This button is located directly under the check mark "I hereby confirm....". - If necessary, the window must be scrolled down. Only by clicking on this button will the purchase be confirmed and the ticket ID displayed and sent to you by e-mail, and only at this moment will your PayPal, credit card or bank account be debited.

Watch films

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. Click on "Watch later" to return to the film page.

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.

There are two ways to watch the film later. After starting the film for the first time, it is available to you for 48 hours. 

Option 1:

  • Click on "Hier klicken & ansehen" in your confirmation email. You will find this below the orange box with the ticket ID.
  • Click on "I already have a ticket ID/festival pass" in the film.
  • Enter the Ticket ID from the confirmation email, you can find it in the orange box, and click "Go!".
  • The film starts. 

Option 2:

  • Access the film via our programme overview. The title search can be helpful.
  • Click on "I already have a ticket ID/festival pass" in the film.
  • Enter the Ticket ID from the confirmation email, you can find it in the orange box, and click "Go!".
  • The film starts. 

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.

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". If you do not want to watch the purchased film right away, you have until 23 May 2021 to do so.

How do I watch a film with my festival pass?
  • Select a film from our programme overview
  • Click on "I already have a ticket ID/festival pass" in the film.
  • Enter the ticket ID of your festival pass, which you will find in the order confirmation for the festival pass.
  • Click on "Go" and the film will start.
  • More about the festival pass here.
What is the age rating of the films?

Please note that our films are only accessible from a minimum age of 18 years. This is for formal reasons. As the films in our programme have not yet had a theatrical release in Germany, the youth rating has not yet been determined. Exceptions apply to the films of DOK.education and DOK.4teens. You can find the age rating on the respective film page. 

How do I use a ticket ID/ voucher code/ free ticket from a raffle?

If you have won Ticket ID/ a voucher code/ a free ticket in a raffle, please proceed as follows:

  • You have received a twelve-digit number (digit, numbers, hyphens). This is your ticket ID.
  • Access the film via our programme overview. The title search can be helpful.
  • Click on “Ich habe bereits eine Ticket-ID/Festivalpass” in the film.
  • Enter the Ticket ID from the confirmation email, you can find it in the orange box, and click "Go!".
  • The film starts. 

 

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.

 

Are some films only available to watch for limited periods of time and why?

For some films, the contingent is limited or the time availability is restricted. This means that only a limited number of tickets can be purchased or the film can only be viewed during a certain period. This is in accordance with the requirements of the rights holders. You can find this information on the respective film page at the top right or here in the overview.

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

Bei Eingabe der Ticket-ID muss besonders auf die Unterscheidung der ähnlich aussehenden Buchstaben "L" und "I" (in Klein- und Großschreibung) geachtet werden. Die Ticket-ID besteht aus genau 12 Zeichen: Buchstaben, Ziffern, Bindestriche.

Um Fehler beim Abtippen zu vermeiden nutzen Sie die Funktion copy & paste / kopieren & einfügen. 

How can I participate in the voting for the audience award?

To vote for the kinokino Audience Award – sponsored by BR and 3sat, give your rating after watching the film. The voting tool is automatically displayed in the second half of the film as a pop-up window or when you exit the film via the arrow symbol at the top left. Voting closes on Friday, 21 May at 12.00 noon.

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. You can get there via the programme overview of DOK.fest München.
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 programme is geo-blocked and can only be viewed in Germany. 

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.

When can I start skipping, i.e. fast-forwarding and rewinding?

The festival programme of DOK.fest München 2021 @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 kindly ask for your understanding that you will only be able to fast-forward and rewind afterwards.

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

No, the watermark cannot be hidden. We show the films at DOK.fest München 2021 @home 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 at DOK.fest München 2021 @home as a stream and not download it.

Technical questions

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. Google Chromecast or 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 movies?

The films can be rented and watched via your browser. Different browsers are supported on different devices.

From Windows 8.1, Mac 10.9, Android M with the following browsers (Safari, Chrome, Firefox, Edge)

How does Pantaflix, the technology partner of DOK.fest München 2021 @home, 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 Chromecast or Airplay. To do this, simply play the title of your choice and then press the cast button in the player. You can then select the device to which you want to cast.

Accreditation

How do I watch a film with my accreditation?
  • First log in under "My account" in the navigation bar at the top (for mobile devices: the menu icon at the top left) with your email or username and password.
  • Click on the "Film Programme 2021" tile in your account or on "Film Programme" in the navigation bar at the top left.
  • Select a film from our programme overview
  • Click on "Watch now" in the film and the film starts.
  • Note: The films are playable from 06 May, 10:00 to 23 May 2021, the opening film already from 05 May, 20:30. Before this period, the orange buttons say "Available from 06.05.2021 10:00". Within the availability period, the buttons automatically change to " Watch now".
What types of accreditations are there?

This year we are offering two types of accreditation for filmmakers and industry visitors:

  • Professionals including film programme (the entire film programme of DOK.fest München and the industry programme of DOK.forum Perspectives)
  • Professionals without film programme (free accreditation exclusively for the industry programme of DOK.forum Perspectives)
 
You are a journalist and would like to be accredited for the festival?

To the accreditation

I would like to be accredited, how do I proceed?

Option 1: You have not yet created a user profile on our website and/or have never been accredited. In this case, you must first register. Then proceed as with option 2. 

Option 2: You have been accredited before and/or have already created your own user profile with email address/username and password on our website under "My account".

  • First log in under "My account" in the navigation bar at the top (for mobile devices: the menu icon at the top left) with your email or username and password.
  • Click on the "Accreditations" tile to submit a new accreditation request. You can choose between two variants: Professionals including film programme or Professionals without film programme.
  • After your accreditation application was successfully checked, you received a confirmation from us (donotreply@dokfest-muenchen.de) by email. This confirmation concludes your accreditation. 

To the accreditation

I have been accredited by DOK.fest Munich, what do I have to do?
  • You first received an email from us (donotreply@dokfest-muenchen.de) with the subject "You have requested a new password". In this email we told you the password we created for your user profile.
  • Now log in under "My account" in the navigation bar at the top (for mobile devices: the menu icon at the top left) with your email or username and password.
  • We recommend that you change your password now. You can do this via your account (click on "My account") via the tile "Change password". 

To the accreditation

Contact / I still have questions about accreditation

If you have any questions about accreditation, please contact Veronica Loebner: akkreditierung@dokfest-muenchen.de.