FAQ – Frequently Asked Questions
Welcome to our FAQ page! We have listed the most frequently asked questions from members and non-members alike. If you do not find what you are looking for here, please feel free to contact us via our Contact page. Should you have questions about your membership, please have your membership number ready – it is available in your online profile.
Please note that we are a completely ticketless festival, all purchases are digitally saved onto your membership as bookings for a particular screening. We do not offer print or e-mail tickets of any kind.
A SAFE FILM FESTIVAL
Your safety at the screenings is our top priority. We continue to follow the advice and restrictions applied by Folkhälsomyndigheten due to the current pandemic. A maximum amount of 50 seated guests inside the cinemas, assigned by our staff with a distance of at least 1 meter between each seat, has been applied. Hand sanitizers are always offered and all visitors are encouraged to keep their distance, both indoors and outdoors. Furthermore, visitors and employees are encouraged to stay home at the slightest symptom.
By working together we will manage to arrange a safe film filmfestival in November.
I HAVE LOST MY LOGIN INFORMATION, WHAT SHOULD I DO?
Click on “Log in", then click “Reset password” and enter your e-mail address. Click on the link in the e-mail to reset your password (check your spam folder if you did not receive the reset e-mail).
DO I NEED A FESTIVAL ACCOUNT TO PURCHASE TICKETS?
An account is necessary to purchase a ticket.
DO I NEED TO BE A FESTIVAL MEMBER IN ORDER TO PURCHASE A TICKET?
We offer both memberships and membership tickets, as well as One-time tickets for those who wish only to attend single screenings 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 International Film Festival app from the App Store and Google Play. Membership tickets are stored on your membership card, and tickets will be scanned from your smartphone once you arrive to the screenings.
HOW DO I PURCHASE A TICKET?
Under “Program” in the "Festival" menu category you will find this year's film selection. Select the number of tickets you wish to buy for each screening, clicking “Purchase” to add them to your cart.
Once you are satisfied with your selection, go to your shopping cart and click “Checkout” to purchase your tickets.
WHAT SHOULD I DO IF MY PURCHASE FAILED?
Please try again, if you have made several attempts with the same card it may be worth trying a different internet browser. If the purchase still does not succeed, please contact us at firstname.lastname@example.org.
HOW DO I CLAIM MY MEMBERSHIP TICKET/S?
All ticket information is available in your account and on your digital membership card, available online and through our app for iOS and Android.
HOW DO I CLAIM MY ONE-TIME TICKET/S?
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 page (NB! only in a web browser, not through the app) and show the information contained 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, OR IF I CANNOT ATTEND A SCREENING TO WHICH I HAVE ALREADY MAKE A PURCHASE?
Tickets are unfortunately non-refundable. They might, however, be exchanged for a different screening. Please contact email@example.com for more information.
DO I HAVE TO BE A MEMBER TO ATTEND THE FESTIVAL?
The festival is only accessible for our members, and you will be asked to present your membership at every screening. Only One-time tickets are valid without a membership card.
HOW LONG IS MY MEMBERSHIP VALID?
Once you have purchased a membership, it is valid for one year from the date of purchase. All new memberships are ongoing, which means that they will be automatically renewed by direct debit in advance, to ensure your membership for the following year. If you wish to cancel your membership before the next subscription period – the date of which is readily available in your membership profile – please click "Cancel recurrent membership". This will ensure that your membership is only valid throughout the first subscription period.
WHAT IS A BRONZE MEMBERSHIP?
A Bronze Membership gives you access to all the perks of a regular festival membership, as well as two ticket vouchers for use during the festival and two guaranteed seats for all our membership screenings and Secret Location Screenings.
You will also receive the festival film catalogue and invitations to any events held during the festival period. Additionally, you will receive a personal 'Thank you' in the festival catalogue and a copy of the book Regi Bergman.
The festival accommodates up to 150 Bronze Members each year. Please note that there will be no distribution of the festival catalogue in 2020.
CAN I BRING MY CHILDREN TO A FESTIVAL SCREENING?
Anyone over 15 years of age is allowed to attend a festival screening. A membership for a 15-year-old is free of charge, however, regular membership ticket prices apply. Please contact firstname.lastname@example.org for more information.
WHAT SHOULD I DO IF I HAVE LOST MY PHYSICAL MEMBERSHIP CARD?
In case of loss, report it to the police and send a copy of the report to 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 festival catalogue will be available at our Festival Cinemas and our Festival Center in late October/early November. The printing is limited, however, all Bronze Members are guaranteed a catalogue. Please note that there will be no distribution of the festival catalogue in 2020.
HOW DO THE MEMBERSHIP SCREENINGS WORK?
We organize exclusive previews for our members more than 10 times per year. All members receive a notice via our newsletter one week in advance, alerting them of the possibility to book free tickets to the upcoming preview. All preview information is also made available on our website and on our social media.
Please observe that all screenings have a limited number of seats available and may be sold out.
Bronze Members benefit from two guaranteed seats to each screening and are notified by personal e-mail.
CAN I BUY A MEMBERSHIP CARD AT THE REDUCED PRICE IF I TURN 26 DURING THE FESTIVAL?
Reduced-cost memberships are available for purchase until the day you turn 26. You do not have to be <26 when the film festival actually takes place, provided you have purchased your membership before this date. The reduced-cost memberships are also available for students and senior citizens.
THE APP DOES NOT WORK, WHAT SHOULD I DO?
Try downloading the app again and/or logging in and out. See if there is an available update on the App Store or Google Play. If you still encounter problems with the app, please contact our ticket staff.
WHAT IF MY PHONE RUNS OUT OF BATTERIES BEFORE 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. The membership card is automatically registered and saved to your profile.
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 a membership of their own in order for their membership ticket to be valid.
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 despite having signed up, please contact email@example.com.