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 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 simple language
If you need information about the festival in simple language, please click on this link: www.dokfest-muenchen.de/DOKfest-leichte-Sprache
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.
At Dok @home Selection you can watch artistic documentaries all year round in our online film library – with a new film every month, available throughout Germany.
- 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 (with the exception of the last day of the festival, Monday, 20 May: on this day, film tickets for the festival experience @home can be purchased until midnight, but the film can only be seen until Tuesday, 21 May at 4 am).
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 "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, instant bank transfer).
- 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, Monday, 20 May 2024: On this day, film tickets for the festival experience @home can be purchased until midnight, but the film can only be viewed until Tuesday, 21 May 2024, at 4.00 am).
- What payment methods are available?
You can purchase your ticket using the following payment methods:
Online: PayPal, credit card, instant bank transfer (Sofortüberweisung)
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:
*= 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.
- 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".
- 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 "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.
- 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 (the last day of the festival, Monday, 20 May 2024, is an exception: on this day, film tickets for the festival experience @home can be purchased until midnight, but the film can only be seen until Tuesday, 21 May, at 4 am).
- 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 "Watch now".
- The film starts.
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".
The last day of the festival, Monday, 20 May 2024, is an exception: on this day, film tickets for the festival experience @home can be purchased until midnight, but the film can only be seen until Tuesday, 21 May, at 4 am.
- 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 124
- Firefox from version 125
- Safari from version 16
- Edge from version 123
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 15
- 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.
- 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.
