FAQs

Frequently Asked Questions

FAQs

support@climatecrisisff.co.uk

Can I access the festival from outside the UK?

The full festival program is only available in UK for licensing reasons. However, we are able to make the short films and events available to international audiences. You can access our international program here: https://streaming.climatecrisi...


How long do I have to watch the films?

You will have from Monday 16th November at 12pm until Sunday 22nd November at 11:59 pm to watch the films. This applies to all ticket types. You can watch on-demand, whenever you like and as many times as you like, within this time-frame.


Are the special events live?

No. We have pre-recorded all of our special events so that they are on-demand with the rest of the festival content. Watch at your own convenience!


Which films have subtitles?

Unfortunately, many of our distributors were not able to provide us with subtitles or closed-captioning. Every video (short, feature and special event) within the Reimagining the Future theme and the Zero Waste Living theme have English subtitles. 


What do I get with the "ACCESS TO THE WHOLE FESTIVAL PROGRAM" ticket

With the full-access ticket, you get access to all 10 themes. That includes all 10 short films, all 10 feature films and all 10 special events. You can watch whenever you like, as many times as you like and in whatever order you like, within the festival dates (16th - 22nd November 2020).


I just want to watch a single film or theme. What ticket should I get?

Our festival is structured into 10 themes. Each theme is made up of a particular short film, feature film and special event. You can browse all the themes on our browse program page (https://streaming.climatecrisishub.co.uk/catalog). Click on a theme you like and click purchase tickets on any one of the 3 videos within that theme. This will take you to the checkout where you can purchase that specific theme.


I have a discount code, where do I redeem it?

You can redeem your discount code on checkout. The box to input your discount code comes at the "Complete order" screen of the checkout. First, select your "Offer" (ticket), click continue, then create an account or enter your log-in details, click continue and you will now be able to redeem your discount code.


How do I redeem a gift card?

On our catalog page (https://streaming.climatecrisishub.co.uk/catalog), scroll to the bottom and you will see a "REDEEM A GIFT CARD" link. You will then be promoted to add your code and sign-up. Once you have created a profile, the balance of your gift card will be applied to your account — you can browse our program and your gifted amount will be discounted at checkout.


How do I purchase a gift card?

On our catalog page (https://streaming.climatecrisishub.co.uk/catalog), scroll to the bottom and you will see a "BUY A GIFT CARD" link.


What are the ratings of the films

ANOTE'S ARK: not rated in the UK, but the advisory is 12+ and it was rated PG in Australia and Singapore HOW TO LET GO: 12A ANTHROPOCENE: 12A (note: beach scene shows a topless woman) THE FORUM: not rated in the UK, but was rated 6 in Germany and A in Norway which roughly corresponds to PG SYSTEM ERROR: not rated in the UK, but was rated 0 in Germany, 6 in Austria and E in Australia (roughly corresponds to PG) HOW TO START A REV: not rated, but the film shows scenes of violence and we wouldn't recommend it to anyone under 12 THIS CHANGES EVERYTHING: not rated in the UK, but was rated PG in Australia and Canada 2040: PG THE NEED TO GROW: not rated in any country, as far as we are able to discern. The tone is quite uplifting and less heavy than some of the other films but giving the lack of official certifications we cannot make a recommendation JUST EAT IT: not rated in the UK, but rated G in Canada and PG in Singapore Unfortunately, we don't have official certifications for the short films as they're all unreleased in the UK. However, we can say that they should be all suited to children 12-13 years old and above and none of them contains violence, sexual content or inappropriate language. However, we cannot guarantee that, as the shorts have not been officially certified — if watching with a minor, we would recommend you check them first to see if you're comfortable with the content. If you're watching the festival with your family, we'd recommend the Reimagining the Future Theme which includes the animated short The Flat, the family-friendly feature 2040 and the fun Art Session: Draw Your Future.


BILLING AND ACCOUNT QUESTIONS


How do I reset my password?

On the login page, click Forgot Password, enter the email associated with your account, and click Send Instructions. The instruction email will arrive in your inbox shortly. In the instruction email, click Reset Password and you will be directed to select a new password before being redirected to the catalog page.

 

How do I change my password?

Once signed into your account, you can change your password by clicking My Account or Dashboard from the top navigation menu. Select Password and update your password.

 

How do I update my billing information?

Once signed into your account, you can update your billing information by clicking My Account or Dashboard from the top navigation menu. Select Billing and update your billing information.

 

How do I cancel a recurring subscription?

Once signed into your account, you can cancel your recurring subscription by clicking My Account or Dashboard from the top navigation menu. Select Billing and locate your subscription plan at the bottom of the page.  Click Change Plan and Cancel Membership. Your membership will be cancelled and your access will be removed at the end of your current payment period.

 

My credit card is being declined.  Why is that?

Many credit/debit cards have online purchase restrictions. If your card is being declined, please contact your credit card company to let them know the purchase you would like to make is valid. Also, certain credit/debit cards do not allow for recurring subscription billing, and therefore, may be denied.

 

PLAYBACK QUESTIONS

My video does not playback smoothly. How can I fix this?

Video playback depends on several factors. To improve your playback experience, make sure you have a fast, stable internet connection. We recommend using the most recent version of Chrome, Firefox, or Safari. You may experience playback issues with outdated devices and browsers.

 

Can I watch videos using Chromecast and AirPlay?

Yes!  Both Chromecast and Airplay are compatible with our site.  

To use Chromecast: Locate the Chromecast icon in the bottom right corner of the video you want to cast.  Click the icon and select the correct Chromecast from the pop-up in your browser.

To use AirPlay: Open the video on your apple device and click the AirPlay icon in the bottom left corner.

 

Can I watch videos on my TV without using an app?

Yes. By connecting your laptop directly to your TV with an HDMI cable, you will be able to watch videos from our site on your TV.

 

Can I watch videos on my phone or tablet without using an app?

Yes. Our website adapts to phone and tablet browsers so you can watch our content anywhere!

 

Which browsers are supported?

While we recommend using the latest version of Google Chrome, we also support Firefox and Safari browser released within the last five years.  You may experience playback issues when using an out of date browser or any version of Internet Explorer.