Frequently asked questions

If none of these steps answer your questions; visit Eventive’s help page and see more articles on how to use their system. You can also click on the “launch live support” link to enter Eventive’s live chat support.

General

For a second year we have partnered with Eventive, an industry-leading streaming platform for on-demand and livestream content and, over a period of 11 days, this platform will host this year’s catalog of South African films for you to watch. We’re calling this South African Film Festival Canada 2021 and it brings together the combined histories and volunteer efforts of two in-person festivals — the Toronto South African Film Festival (TSAFF) and the Vancouver South African Film Festival (VSAFF). You can find it at https://watch.eventive.org/saffcanada2021. Eventive is also the place where you’ll be purchasing and managing your All Access Pass and tickets.

You can watch the films from your Apple TV, Roku, Chromecast, Android TV, and Smart TV as well as from your PC, notebook, mobile device or tablet. For PCs, notebooks, mobile and tablets, go to https://watch.eventive.org/saffcanada2021 to begin watching. See the technical requirements in the FAQs below for more information.

We recommend heading to the Film Guide and watching some film trailers to test out your planned setup before the festival begins on Nov 4.

The films will be available to unlock (or start watching) for the duration of the festival i.e. Nov 4 through 14 for the opening night film and Nov 5 through 14 for the rest of the films. The very last opportunity to unlock (or start watching) a film is 11:59pm ET on Nov 14.

After you have started watching the movie, you will have 48 hours to finish watching it. The film’s page will show you exactly how much time is left to finish.

Yes, you have to watch all bonus material associated with a particular film within the same windows that apply to the film itself.

Yes, you have complete access to the entire program during your watch window and can pause and rewind a film or restart it

No, you have to be in Canada in order to access the films.

Get your individual tickets by browsing the Film Guide or grab an All Access Pass to see all the features and shorts that comprise SAFF Canada 2021. You will be taken to the SAFF Canada 2021 page on Eventive where you can complete and manage your purchases.

If you purchased an All Access Pass, go to the https://watch.eventive.org/saffcanada2021 virtual festival website from our top menu, or from the buttons in the Film Guide or Tickets pages and start watching. If you’ve purchased individual ticket(s), you have a couple of options.

All customer payment info is submitted securely to our payment processor, Stripe, using the most stringent, PCI Level 1 compliant security protocols. We do not store any sensitive customer credit card details. While hosted at Stripe, all card numbers are encrypted at rest with AES-256. Stripe’s infrastructure for storing, decrypting, and transmitting card numbers runs in separate hosting infrastructure, and doesn’t share any credentials with Stripe’s primary services (API, website, etc.). You may request that your payment information be unlinked from your account by choosing the “account settings” link at the upper right while logged in and viewing a specific organization or film page.

​We do not share personal information with any third parties without your explicit consent. All personal information is subject to the Eventive Privacy Policy which you can learn about here.

Make sure you are logged into your Eventive account and your pass will then be applied to any ticket orders. Click on “Unlock Now” to start watching.
Yes. Customers can then click “Give as a gift” at checkout for the pass (underneath the “Have a discount code?” option). After customers purchase a gift pass(es), they receive a gift certificate emailed to them that has a unique link to redeem the pass(es), which they can then forward to the recipient. They can also download this gift certificate via the web, or click “Send to recipient” to email the gift certificate directly to their gift recipient (along with an optional message).

Yes. Go to https://watch.eventive.org/saffcanada2021 and click on the film you want to gift. You will find the link to do so underneath the blue buttons overlaying the film screenshot. See below:

TROUBLESHOOTING

Eventive use adaptive bitrate streaming which means the streaming quality will automatically adjust based on your internet speed. See the bandwidth recommendation FAQ question for more information. If your internet connection is poor or inconsistent, or if you have several Wi-Fi enabled devices connected simultaneously, you may experience problems during playback. If you’re on Wi-Fi, try moving closer to your router. You may also try connecting directly to your router via an Ethernet cable.

While you can watch the films on your iPhone or iPad, due to content protection restrictions, the Screen Mirroring feature cannot be used. Additionally, HDMI or other video dongles cannot be connected to your device. Instead, use AirPlay or our dedicated TV app to watch on your TV.

If all you see in the player window is a black screen, please click or tap on the window to activate the player controls.

If you are using an external display, try disconnecting the display. Your display may not support the encryption necessary to securely stream your content. If you cannot detach the external display and are using Safari on a Mac, try switching to Google Chrome. If you are on a mobile device, try letting the film play for 15 seconds. If none of these steps help, please contact us using the live chat at the bottom of the page

Please confirm that you are logged in with the same email address or Facebook login you used to purchase the program. You can login using the login link at the upper right corner of the screen, or if you are not logged in at all you’ll be prompted to login after clicking “unlock now.”  If you still cannot access your content, visit watch.eventive.org/me to verify that you’ve unlocked the program and access it from there.

Please confirm that you are not on a VPN (Virtual Private Network). Eventive’s content protection protocol does not allow VPN access.

Are you logged in with the correct account? Please check your login status at the upper right of the Eventive window. If you are logged in you will see a circle with the initials of the account holder. To switch accounts, click on the circle and select “sign out”, then login (using email address or Facebook login) to the preferred account. 

If you are not logged in, you’ll see the word “login” at the upper right of the window. Click “login” and enter the desired account credentials. You may also login directly from the order pop-up if you click “unlock movie” while logged out.

Because bonus content is uploaded into the platform differently from the films it is not available through the Eventive apps on these devices. It can be accessed using all other available means.

If none of these steps help visit Eventive’s help page and click on the “launch live support” link to enter Eventive’s live chat support.

Technical

Visit our Device Compatibility page and follow the steps to unlock our free test video.

  • You can test your device(s) for compatibility with our platform
  • Confirm that you are able to make a purchase
  • Confirm that you are receiving confirmation emails once a purchase has been completed

If you are unsure your devices are compatible, please refer to the rest of this FAQ for devices that are Eventive compatible.

You can watch content on PCs running Windows 7+, and Intel-based Macs running macOS 10.12+. You can also watch films on Android tablets and phones using Chrome, and on iPhones and iPads using Safari.

If you have an Apple TV, Fire TV or Roku device, you can use our dedicated apps for these platforms*. If you have a Chromecast, you can cast to it from Chrome on your computer or Android phone. Detailed instructions are below.

*Note: if using the Eventive app on these devices you will only be able to watch the films themselves and not the bonus content. You will need to watch the bonus content through other devices

Windows 7, Windows 8.1 or Windows 10 Supported browsers: Google Chrome, Firefox, Microsoft Edge, Opera. We recommend using the latest version of your browser. Internet Explorer is not supported.
macOS 10.12 or later Supported browsers: Google Chrome, Firefox, Safari, or Opera. We recommend using the latest version of your browser.

Eventive’s content protection protocol does not allow VPN access. You can watch the films by disabling your VPN and connecting directly.

Yes, you can watch content using Safari on iOS 11.2 or later.
Important note: Due to content protection restrictions, the Screen Mirroring feature cannot be used. Additionally, HDMI or other video dongles cannot be connected to your device. Instead, use AirPlay or our dedicated TV app to watch on your TV.

To stream video from your iPhone, iPad, or iPod touch to your TV:
Connect your device to the same Wi-Fi network as your Apple TV or AirPlay 2-compatible smart TV.
Find the video that you want to stream.

Tap . In some third-party apps, you might need to tap a different icon first.*

Choose your Apple TV or AirPlay 2-compatible smart TV.

To stop streaming, tap in the app that you’re streaming from, then tap your iPhone, iPad, or iPod touch from the list.

*Some video apps might not support AirPlay. If you can’t use AirPlay with a video app, check the App Store for tvOS to see if that app is available on Apple TV.

Yes, you can watch content using Chrome on Android 6.0 or later.
If Chromecasting, must have 3rd generation or later Chromecast stick.
To Chromecast from a mobile Android device:

  • Make sure your mobile phone or tablet is on the same Wi-Fi network as your Chromecast device.
  • Tap the “Cast” icon in the lower righthand corner of the player. If no icon appears, this means casting is not supported on your device.

To Chromecast from computer:

  • Open the content in the Google Chrome browser.
  • Click the “Cast” icon in the lower righthand corner of the player. If no icon appears, this means casting is not supported on your device.

Search for “Eventive TV” in the Roku Channel Store on your Roku. You can also add the Eventive TV app to your Roku via the Roku website by clicking here.

Once you have installed the app, open it and follow the instructions to login. Next, scroll to the “South African Film Festival” channel on the Eventive app to begin watching. Your unlocked content will be available on the app, but please note that only the films themselves are accessible this way. Bonus content must be accessed using an alternative method. Also, if a program has not already been unlocked, you’ll have to unlock it on another device such as a laptop or mobile device first.

Need more help? Visit Eventive’s help page and click on the “launch live support” link to enter Eventive’s live chat support.

To view content in the highest available resolutions (including 1080p as well as 4K/UHD when available), ensure you are using one of the following browser/device combinations:

  • Safari on macOS
  • Edge on Windows
  • Safari on iOS
  • Chrome on Android
  • Eventive TV app for Apple TV, Roku, or Amazon Fire TV*

Other browsers beyond these will still offer HD resolution; however, the above combinations allow for the maximum levels of secure stream quality.

*Note: if using the Eventive app on these devices you will only be able to watch the films themselves and not the bonus content. You will need to watch the bonus content through other devices

Download the “Eventive TV” app from the Apple TV App Store (accessible via your TV). You must have at least a 4th generation Apple TV to access the App Store.

When you open the app for the first time you’ll see an activation code. On another device, please navigate to watch.eventive.org/tv, then login if necessary and use the code to connect your account.

Next, scroll to the “South African Film Festival” channel on the Eventive Apple TV app to begin watching. All of your unlocked content will be available on the app. If a program has not already been unlocked, you’ll have to unlock it on another device such as a laptop or mobile device first.

If you ever need to re-activate the TV app, you can select TV app setup by hovering over the login ID circle at the upper right of the device screen.

Note: you will only be able to watch the films themselves and not the bonus content through the Eventive app. You will need to watch the bonus content through other devices

Need more help?   Visit Eventive’s help page and click on the “launch live support” link to enter Eventive’s live chat support.

Open your Firestick or Fire TV app and navigate to the magnifying glass icon to search. Enter EVENTIVE TV in the search field and select EVENTIVE TV when it appears, next press the down button on your remote to navigate to “Apps and Games” where you will find the EVENTIVE TV app. You can also add the Eventive TV app to your Amazon Fire TV via the Amazon website by clicking here.

Select the app and install on your device. Once installed you will then see a 6 character code you will enter into your account settings at watch.eventive.org/tv

Once you have entered the code your Fire TV will show all of the content you have unlocked for viewing via another device such as a laptop or mobile device.

Note: you will only be able to watch the films themselves and not the bonus content through the Eventive app. You will need to watch the bonus content through other devices.

Need more help?   Visit Eventive’s help page and click on the “launch live support” link to enter Eventive’s live chat support.

Search for “Eventive TV” in the Roku Channel Store on your Roku. You can also add the Eventive TV app to your Roku via the Roku website by clicking here.

Once you have installed the app, open it and follow the instructions to login. Next, scroll to the “South African Film Festival” channel on the Eventive app to begin watching. All of your unlocked content will be available on the app. If a program has not already been unlocked, you’ll have to unlock it on another device such as a laptop or mobile device first.

Note: you will only be able to watch the films themselves and not the bonus content through the Eventive app. You will need to watch the bonus content through other devices.

Need more help?   Visit Eventive’s help page and click on the “launch live support” link to enter Eventive’s live chat support.