FAQ – Frequently Asked Questions
Below we've listed frequently asked questions. If you do not find what you are looking for here, please contact us at firstname.lastname@example.org or +46 (0)8-677 50 14.
FREQUENTLY ASKED QUESTIONS
HOW DOES THE TICKET SYSTEM WORK?
We offer both memberships and membership tickets, as well as one-time tickets for those who wish only to see one or two films during the festival. Membership tickets and membership cards purchased online are automatically saved to your account and to the festival’s app. You can download the official Stockholm Film Festival app from App Store or Google Play. Membership tickets are stored on your membership card, and tickets will be scanned from your phone upon entry to the screenings.
HOW DO I GET MY MEMBERSHIP TICKET?
Tickets are saved on your plastic membership card or on your digital card, which is available through the festival’s app.
HOW DO I GET MY ONE-TIME TICKET?
When buying a one-time ticket, the purchase confirmation sent to your email address can be used as a valid ticket. Bring a printed copy or show your email confirmation to access the screening. You can also access your Purchase History through your membership pages (NB! in a browser, not the app) and show the information therein to the cinema staff.
I HAVEN'T RECEIVED MY E-MAIL CONFIRMATION?
Please check your junk mail. You can also access your tickets through your purchase history on our website, see the question above. If you have a membership, the tickets are automatically stored on your membership card. Please present this at the screening.
WHAT IF I BUY THE WRONG TICKET ?
Tickets are unfortunately not refundable. They can however be exchanged for a different screening at our festival center at Kulturhuset or at one of our festival cinemas for an 10 SEK adm. fee per ticket.
THE APP DOES NOT WORK, WHAT SHOULD I DO?
Try downloading the app again and/or logging in and out. Also see if there is an available update in App Store or Google Play. If you still encounter problems with the app, please contact our ticket staff.
I WOULD LIKE A PLASTIC MEMBERSHIP CARD.
You can pick one up at our Festival Centre at Kulturhuset Sergels Torg.
WHAT IF MY PHONE HAS NO BATTERY WHEN COMING TO THE SCREENING?
Contact our ticket staff on site and give your contact information and/or order number in order to access the screening.
WHY CAN I ONLY BUY ONE MEMBERSHIP CARD?
Membership cards are individual and contain personal information. After confirmation of your purchase, the membership card is automatically registered and saved to your profile.
If you wish to gift a membership card, please complete a separate purchase and contact us at email@example.com or at +46 (0)8 677 5014 and we will help you register it to the right person. They need to have a registered festival account for this to be possible.
You can buy membership tickets for yourself and for several others, they will all be saved to your membership card. However, anyone attending the screening intending to make use of a membership ticket has to have in their possession a membership in order for the ticket to be valid.
WILL THE FILMS BE SUBTITLED?
Films with an audio track in any other language than English are subtitled, most of the time in English, however occasionally in Swedish. For further information regarding subtitles, please consult the program.
HOW DO I SIGN UP FOR THE NEWSLETTER?
Click on the “Festival" tab in the left-hand menu of our webpage and enter your email address in the red “Newsletter” section.
If you for some reason do not receive the newsletter after having signed up, please contact firstname.lastname@example.org.
QUESTIONS ABOUT THE SITE, LOGIN AND PAYMENT
I HAVE LOST MY LOG-IN INFORMATION, WHAT SHOULD I DO?
Click on “Log in" on the bottom left-hand side of our page, click on “reset password” and enter your email address. Click on the link you will receive in your emails in order to reset your password (check your spam folder if you do not receive any link in your main mailbox)
DO I NEED A MEMBERSHIP OR A BRONZE CARD TO VIEW THE FILM?
You will be asked to present your membership at every screening. Only one-time tickets are valid without a membership card.
WHAT SHOULD I DO IF MY PURCHASE DID NOT PROCESSED?
Please try again, if you have made several attempts it may be worth trying a different browser. If the purchase still does not succeed, please contact us at email@example.com or +46 (0)8-677 50 14.
DO I NEED AN ACCOUNT TO PURCHASE TICKETS?
An account is necessary to purchase a ticket. Complete the form in the “log in” section on the bottom left-hand side of our webpage.
HOW DO THE TICKETS WORK?
Click on “Program” under the category “The festival 7-18 nov 2018” to access our films selection. Select the number of tickets you want to buy for all the films you want to see and click on “Purchase” to add them into your cart.
In your shopping cart, click on “Check Out” to pay your tickets.
I CLICKED “BUY”, BUT HOW DO I PAY?
Click on the shopping cart and then click on the checkout button. You will then be able to complete your purchase.
WHAT IS A CCV-CODE / CVC-CODE?
These are the last three digits on the back of your card.
HOW DOES IT WORK WITH THE DIGITAL TICKETS ON THE MEMBERSHIP CARD?
All tickets bought on our website are automatically saved on your membership card. Your membership card on the application will be scanned at the entrance of the screening.
I HAVE BOUGHT TICKETS AND HAVE PUT THEM DIGITALLY ON MY MEMBERSHIP CARD BUT CAN I GET THEM PRINTED INSTEAD?
You can print your tickets at one of our cinema. Ticket cannot be loaded again on digital cards after being printed.
MEMBER QUESTIONS, QUESTIONS ABOUT THE MEMBERSHIP CARD AND TICKETS
DO I HAVE TO BE A MEMBER TO ATTEND THE FESTIVAL?
The festival is only accessible for our members. A membership includes however much more than the autumn festival between 7th–18th of November. The Stockholm Film Festival offers to its members screenings all year round and over 10 previews per year (with a limited number of places). You can also visit the day screenings for the Stockholm Film Festival Junior in April for free.
CAN I ATTEND THE FESTIVAL ALONE IF I AM YOUNGER THAN 15
The festival’s events are not accessible to persons under 15.
Attendees that are 15 years old have the possibility to get a 15 years card giving free access to the festival.
An identity card is required in order to get the 15 years old card.
HOW LONG IS MY MEMBERSHIP VALID?
The card for the year 2018 expires June 30th 2019.
WHAT IS A BRONZE CARD?
The Bronze Card gives you access to the festival and includes two ticket vouchers (worth up to 100 crowns per ticket) guaranteeing you two seats at our member screenings.
You also receive the festival’s catalogue and invitations to our events during the autumn festival. You will also be personally thanked for your support in the festival’s catalogue.
The festival only accepts a maximum of 150 Bronze card members per year. The Bronze card has a worth of over 2500 SEK and costs 1500 SEK.
HOW MUCH DOES A TICKET COST
A membership ticket to the festival cost 100 SEK.
Membership tickets for screenings before 3 pm cost 70 SEK.
Red Carpet tickets (drinks included) cost 140 SEK.
Non-member tickets are an additional 70 SEK to the above prices.
WHAT IS THE DIFFERENCE BETWEEN A MEMBERSHIP CARD AND A ONE-TIME TICKET?
Membership cards includes access to the festival from the 7th to the 18th of November and the possibility to book tickets for over 10 exclusive screenings per year. The membership includes also the possibility to book free tickets for the day screenings during the Junior Film Festival Junior in April.
One time tickets give only a single access to a specific film.
WHAT SHOULD I DO IF I HAVE LOST MY CARD?
In case of loss, report it to the police and send a copy of the report at the festival’s address in order to replace your card. Card renewals carry a fee of 100 SEK.
DO I GET THE FESTIVAL CATALOGUE AS A MEMBER?
The catalogue is available at all our cinemas at the beginning of the festival on the 7th of November. The catalogue is printed in limited quantity.
HOW DOES THE MEMBERSHIP SCREENINGS WORK?
The Stockholm Film Festival organizes exclusive previews for its members more than 10 times per year. All members registered to our newsletter are notified one week in advance on the upcoming preview. The information is also available on our website and on our Facebook page.
Screenings have a limited number of places.
Bronze members benefit from two guaranteed seats at every screening and are notified by email of every screening.
CAN I BUY A MEMBERSHIP CARD TO THE REDUCED PRICE IF I TURN 26 DURING THE FESTIVAL?
Reduced priced memberships are valid on the date of purchase. You can buy a membership card at a reduced price until the day you turn 26.
Reduced price memberships cost 160 SEK
I HAVE CHANGED MY MIND AND WANT TO SEE ANOTHER MOVIE. WHAT SHOULD I DO?
Tickets are exchangeable at our Festival Center at Kulturhuset no later than 2 hours before the beginning of the film. Ticket exchanges carry a few of 10 SEK per ticket.
Tickets are non-refundable.
IF I DID NOT FIND THE ANSWER TO MY QUESTION?
Email firstname.lastname@example.org or call +46 (0)8-667 50 14. The telephone support is open from 10am to 6pm on weekdays.