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GENERAL QUESTIONS

When is The New York LGBTQ+ Film Festival?
October 15th – October 26th, 2021

Is #NewFest2021 In-Person or Virtual?
Both! The Festival will include in-person screenings and events throughout Manhattan and Brooklyn and will be available to stream virtually from anywhere in the United States.

How do I watch films and Q&A’s?
The best way to experience the festival is by purchasing a Pass. If you would like to be able to access every virtual film that is part of the program you will need to purchase the Virtual All-Access Streaming Pass for $95. Silver, Gold and Diamond Passes, which include a Virtual All-Access Streaming Pass as well as in-person tickets and other premium benefits, are on sale here. Individual tickets for in-person and virtual screenings will be available for sale on September 17 at 12PM EST.

Will all films be available both in-person and virtually?
90% of the films in our program will be available both in-person and virtually. There are a small handful of films that will only have an in-person screening including MAYOR PETE (Opening Night), FLEE (Closing Night), PASSING, TRUTH OR DARE, PARIAH, and SHORTBUS. There are also a small handful of films that will only have virtual screenings.

Do I have to be in New York to watch the films virtually?
No! All films on the virtual platform will be available to watch throughout the United States.

Where are #NewFest2021’s in-person screenings taking place?
This year’s festival will have in-person screenings at four venues:
SVA Theatre – 333 West 23rd Street, New York, NY 10011
The LGBT Community Center – 208 W 13 St, New York, NY 10011
BAM Rose Cinemas – 30 Lafayette Ave, Brooklyn, NY 11217
Nitehawk Cinema Prospect Park – 188 Prospect Park West, Brooklyn, NY 11215

What precautions will be made for COVID-19 safety practices?
NewFest will comply with current New York city guidelines, which require proof of vaccination for all staff, audiences, and filmmakers to enter a venue. Masks will be required in the theater when not eating or drinking. Additional safety protocols will be announced closer to the Festival.

Is there a program guide?
There will be soon! In the meantime, please use newfest.org/events to peruse all of the films in this year’s program.

How do I contact NewFest?
Festival Headquarters are virtual! Contact us via email at boxoffice@newfest.org.

PASSES & TICKETS

When will passes and tickets be available to purchase?
Virtual and In-Person passes are currently on sale here.

When will individual tickets be available to purchase?
Individual tickets will go on sale on September 17 at 12PM EST.

I purchased a Silver or Gold Pass — how do I redeem my tickets?
You should have received an email from us with information about how to redeem the tickets that are a part of your Silver or Gold Pass. If you have not received it, please check your email confirmation or email boxoffice@newfest.org.

I purchased a Diamond Pass — now what?
As a Diamond Passholder you do not have to book your tickets in advance, you can just show up at the screening you’d like to attend! The only exceptions are Opening and Closing Night, and we will reach out to confirm your attendance at these events.

How much do tickets cost?
• In-Person Single Ticket: $18 | Members: $14
• Virtual Single Ticket: $14 | Members: $10
• In-Person Centerpiece Ticket: $25 | Members: $21
• Opening Night Film + Party: $85 | Members: $75
• Closing Night Film + Party: $75 | Members: $65

I like those Member prices — how do I become a Member?
You can become a NewFest member and enjoy discounts and benefits throughout the year at newfest.org/join!

What’s the refund policy?
All badge and ticket purchases are final upon payment and non-refundable.

Who do I contact if I have additional questions?
Email boxoffice@newfest.org.

IN-PERSON

What does it mean when advance tickets for in-person screenings are no longer available or are on rush?
This means that advance tickets for a screening are no longer available. Rush Tickets are tickets that are sold after all Ticket and Pass Holders have entered the theater and there are empty seats to sell (Like a stand-by line for a flight). This happens approximately 15 minutes before the scheduled screening start time for screenings that have sold out of advanced Tickets. For these screenings, Rush lines form 45 minutes prior to the scheduled screening start time. All patrons are welcome to come and wait in a Rush line but will not be guaranteed a Rush ticket or entry into a screening unless there are seats available.

What if I need ADA Accommodation?
If you need reasonable modifications due to a disability, including need for communications in an alternate format for any festival event, please contact us at (470) 296-0170 or via email at boxoffice@newfest.org. Please contact us seven days (7) in advance of the event to facilitate your request.

I’m from out of town and want to attend in-person. Where should I stay?
There are a number of hotels within walking distance of our venues. Click here for a map of hotel options in and around our venues in Manhattan, and click here for a map that displays hotel options in and around our Brooklyn venues.

VIRTUAL STREAMING

How do I purchase a Virtual All-Access Streaming Pass?
To purchase a Pass, visit newfest.org/passes

I purchased a VIRTUAL ALL-ACCESS STREAMING PASS. How do I access the programming?
You will receive an email from boxoffice@newfest.org. Click on the link in the email and it will bring you to the NewFest Virtual Festival on-demand platform at watch.newfest.org. Log in using your Elevent email address and password (the same credentials you used to purchase this pass). If you received a complimentary pass and don’t already have an existing Elevent account, please register at goelevent.com in order to access the screening portal, and you will then be able to browse the films and programs. When you have selected a program you would like to view, click on the Watch Now button. You will have access to start streaming all on Oct 15 at 12 PM EST through Oct 27 at 11:59 PM EST.

Note: Just as physical screenings have limited seating capacity, because of agreements with filmmakers and distributors, there are a limited number of views allowed for each film. In the event that a film reaches that predetermined limit, it will be marked as Sold Out.

Can I share my Pass?
Your Pass allows for single access to NewFest Virtual Festival and is not shareable. It only allows for one view per film at a time.

Are refunds available for my Virtual All-Access Pass?
Refunds are not available. Before completing your order, please ensure that your browser and device are compatible for streaming. Please refer to the Technical Requirements at the end of this FAQ before purchasing a ticket. All sales are final.

How do I purchase an INDIVIDUAL VIRTUAL STREAMING TICKET?
Please visit newfest.org/events to view our full list of films. When you find a film that you would like to watch, simply click on the ‘Get Tickets’ button. Add your ticket to the cart and checkout. Tickets are subject to availability, so please book yours in advance to avoid disappointment. Tickets go on sale September 17 at 12PM EST.

Once I have my Ticket, how can I access the programming?
If you purchase your ticket prior to October 15, you will have access to start streaming films on Oct 15 at 12 PM EST through Oct 26 at 11:59 PM EST. Films will only be available for 48 hours after pressing ‘Play’ for the first time.

For all films purchased after October 15 at 12 PM EST, you will receive a Virtual Access email from us (donotreply@mail.goelevent.com) immediately following purchase that unlocks access to that film on our NewFest Virtual Festival on-demand platform at watch.newfest.org. Press ‘PLAY’ and enjoy!

Note: Just as physical screenings have limited seating capacity, because of agreements with filmmakers and distributors, there are a limited number of views allowed for each film. In the event that a film reaches that predetermined limit, it will be marked as Sold Out.

Can I share my Streaming Ticket?
Tickets may be purchased for other people, but the voucher code associated with the ticket cannot be used more than once. A voucher code will unlock the film when it is entered, and the viewer will only have 48 hours to complete the film after pressing ‘PLAY’ for the first time.

Is the Member discount available for Streaming Tickets?
Yes, we are offering a discount for Members. For existing members you can purchase an Individual Streaming Ticket for $10.

Are refunds available for my Streaming Ticket?
Refunds are not available. Before completing your order, please ensure that your browser and device are compatible for streaming. Please refer to the Technical Requirements at the end of this FAQ before purchasing a ticket. All sales are final.

I want to watch a film but tickets are sold out! Why?
Just like with our in-person screenings, each screening is subject to capacity and there is a finite amount of tickets available for each film. Please ensure you purchase your tickets early to avoid disappointment.

I have not received my Streaming Ticket virtual access or confirmation email. What do I do?
Streaming Ticket virtual access and confirmation emails are sent automatically when an order has been made. If you do not receive them within a few minutes, please check your junk or spam folders. If you need any assistance beyond this, please contact boxoffice@newfest.org at any time.

Can I stream a film more than once?
Once you press ‘Play’ on your film, you will have 48 hours to view it or until the film’s availability window ends. You can start it and re-watch it within this 48-hour viewing window unless it’s availability ends before then.

Can I watch the films on my TV?
Yes! NewFest has an app, which is available for free download on AppleTV, Roku, FireStick and Google Chromecast. You can also port your computer or phone to your television through a variety of methods. Please see the Technical Requirements section below for more information.

I have not received my confirmation email. What should I do?
Confirmation emails are sent automatically when you complete your purchase. If you do not receive a confirmation email within a few minutes of completing your purchase, please check your spam or junk mail folders before contacting customer service at boxoffice@newfest.org.

STREAMING PROGRAMS

What is streaming?
For NewFest Virtual Festival, streaming simply refers to watching a program over your Internet connection, such as watching something on Netflix or YouTube, rather than downloading a video file to your computer. The program is immediate and available on demand with any device that is connected to the Internet.

What do I need to have to be able to watch #NewFest2021 films virtually?
You will need to be based in the US, have a valid email address, a NewFest Virtual Festival Pass or individual ticket, and a computer, mobile phone, tablet, or Apple TV or Roku connected to or on your television. For additional Technical Requirements, please see the next section.

How do I stream a program?
After purchasing your NewFest Virtual Festival Pass or ticket, and logging into watch.newfest.org, simply click on your desired selection, then click on the Watch Now button to begin.

Watch on your computer, mobile phone, or tablet
Currently you may stream through the following web browsers: Google Chrome, Firefox, Safari, Microsoft Edge, and Opera. For both PC and Apple computers, we recommend that you use the latest version of your browser. Note: Internet Explorer is not supported with this platform.

Watch on your television
There are several options for watching on your television:

NEWFEST App on Apple TV (Generation 4 or higher only), Roku (Software minimum v9.2.0 b4000), Amazon FireStick or Chromecast:
FOR PASS HOLDERS:
Go to watch.newfest.org/pair on your computer/phone/tablet, you will need to login to watch.newfest.org using the username and password you registered with upon purchasing your pass. In the NEWFEST app on your AppleTV or Roku device, select the login option ‘MEMBER LOGIN, Login with My Pass’, and then enter the code displayed on your TV in the designated area on your computer. If you do not already have our app downloaded, search for ‘NEWFEST’ in the Roku channel store and click ‘Add Channel’ OR search for ‘NEWFEST’ in the Apple TV store and click ‘Get the App.’

FOR INDIVIDUAL TICKET HOLDERS:
Go to watch.newfest.org/pair on your computer/phone/tablet. You will need to login to watch.newfest.org using the username and password you registered with upon purchasing your pass. In the NEWFEST app on your AppleTV or Roku device, select the login option ‘Login with My Ticket Voucher’, enter the ticket voucher number (this number is located in your Virtual Access email, below the ‘View on Cinesend’ button) and then enter the code displayed on your TV in the designated area on your computer. If you do not already have our app downloaded, search for ‘NEWFEST VIRTUAL FESTIVAL’ in the Roku channel store and click ‘Add Channel’ OR search for ‘NEWFEST VIRTUAL FESTIVAL’ in the Apple TV store and click ‘Get the App.’

Screen Sharing (Chromecast & Apple TV):
You may stream films on Chromecast or Apple TV (all generations) by screen sharing your smartphone, tablet, or computer on the same Wi-Fi network. Instructions for screen sharing using your Apple TV using AirPlay can be found here. For information on screen sharing using your Chromecast, click here.

For more information, please refer to the Technical Requirements at the bottom of this FAQ.

When can I begin streaming?
All virtual films will be available for Pass and Ticket-holders to stream beginning at 12 PM on Friday, October 15. Films will be available until 11:59 PM on Tuesday, October 27, and all programs must be watched by then.

Can I watch a program more than once?
Yes. You may watch a program as many times as you like for the duration of your Pass or Ticket. However, please note that each film has a limited overall number of views available, and if it reaches that predetermined limit, it will no longer be available and be listed as Sold Out.

Why is there a watermark on the program I’m watching?
Each program is watermarked with a unique code in the corner of the screen as a security measure to avoid piracy.

Can I download a program instead of streaming it?
The NewFest Virtual Festival platform uses DRM technology to prevent downloading as a security measure. All programs may only be watched while streaming. It is not possible to download a program.

I am receiving an error message about my IP address – what does it mean?
For security reasons, you must view your program on the same Wi-Fi network or Internet connection. Once you start your stream in one location, you cannot continue viewing it in another location or on a different network. For example, if you start watching at home and try to restart at a friend’s house, you will receive this error message. Alternatively, you can only use different devices in one location if they are using the same network. For example, if you start watching on a TV and switch to a tablet or laptop, they both need to be connected to the same Wi-Fi network.

If you believe you’re receiving the message in error, please contact boxoffice@newfest.org.

Does NewFest offer technical support for the NewFest Virtual Festival platform?
Yes, to the best of our abilities. You may reach our staff via email or over the phone to address questions about the NewFest website and NewFest Virtual Festival. Please note, however, that we are unable to troubleshoot issues with equipment or other technologies, and ask you to refer to the Technical Requirements below for more information. NewFest support is available at boxoffice@newfest.org.

VIRTUAL SCREENING TECHNICAL REQUIREMENTS

What are the system requirements?
You can watch content on PCs running Windows 7+, and Intel-based Macs running OSX 10.12+. You can also watch films on Android tablets and phones using Chrome, and on iPhones and iPads using Safari.

What are the system requirements for Windows computers?
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.

What are the system requirements for Mac computers?
Mac OSX 10.12 or later
Supported browsers: Google Chrome, Firefox, Safari, or Opera. We recommend using the latest version of your browser. Internet Explorer is not supported.

Which devices run the NewFest app?
You can download the NewFest app through an AppleTV (4th gen or higher), Roku (4th gen or higher) and Firestick device. Please note that Roku Ultra is known to have playback issues. Also, you must be using an AppleTV device (NOT the AppleTV app) to access the NewFest app.

Can I watch content on my iPhone/iPad?
Yes, you can watch programs using Safari on iOS 11.2 or later. Note: the “Screen Mirroring” feature cannot be used – please ensure you turn off Screen Mirroring if you encounter trouble playing content. Additionally, you cannot use a lightning to HDMI adapter to connect to your TV. Try using AirPlay instead if you have a compatible TV or streaming box.

Can I watch content on my Android Device?
Yes, you can watch programs using Chrome on Android 6.0 or later.

Can I Chromecast?
You can Chromecast to a 3rd generation or newer Chromecast stick.

To Chromecast from an Android phone or tablet:
Make sure your Chromecast devices is on the same Wi-fi network as your mobile device
After the video is playing, tap the “Cast” icon in the bottom right corner of the video player. If the icon doesn’t appear, unfortunately casting is not supported on your device.

To Chromecast from your computer:
Make sure you’re using Google Chrome as your browser.
After the video is playing, tap the “Cast” icon in the bottom right corner of the video player. If the icon doesn’t appear, unfortunately casting is not supported on your device.

Can I AirPlay to my AppleTV?
You can AirPlay from most browsers if you have an AirPlay compatible TV or streaming box by selecting the AirPlay button in the bottom right-hand side of the player. If the icon doesn’t appear, unfortunately casting is not supported on your device.

Compatible Smart TVs include select Samsung, LG, Sony and VIZIO models:
Compatible streaming boxes include AppleTV Gen4 and above, and select Roku HD streaming devices running the most up-to-date software.

Can I use the web browser built into my TV?
Maybe. Unfortunately many built-in Smart TVs’ web browsers don’t support protected content playback. If you get a black screen or error message, it’s likely that your TV is not compatible. Try another method to get the video onto your TV.

Can I connect my computer with a cable to watch on my TV?
You can directly connect your laptop or computer using an HDMI cable, by following these steps:
Make sure your computer is close enough to your TV for the HDMI cable to reach.
Connect one end of the HDMI cable into your computer.
Plug the other end of the cable into an available HDMI port on the TV. Take note of the HDMI input number.
Using the TV’s remote control, set the TV to the HDMI input that matches the port you connected the cable to.

If your computer’s display does not automatically appear on your television screen, you may need to have the computer manually detect the display:
Windows: Right-click on the desktop and select “Display Settings” > “Detect” > “Multiple displays”, and select “Duplicate these displays”), and click Apply.
Mac: Go to the Apple Menu and choose “System Preferences”. Choose “Displays”, and hold down the “Option” key to show the “Detect Displays” button. Click on “Detect Displays” while holding down the Option key.

What happens if I forget my password?
Use the password reset option on the login page on watch.newfest.org to reset your password. You will need access to the e-mail address you use to log in.

Why does video playback stall or not play smoothly?
We use adaptive bitrate streaming which means the streaming quality will automatically adjust based on your internet speed. If your internet connection is poor or inconsistent you may experience problems during playback. If you’re on wifi, try moving closer to your router.

I see a black screen when I’m trying to AirPlay on my TV
You likely have “Screen Mirroring” turned on in your device settings. Please turn off the screen mirroring setting and start AirPlay by selecting the AirPlay button in the bottom right-hand side of the player.

I see a black screen but can hear audio
If you have an external display or TV connected with an HDMI cable, try disconnecting it. If videos play after it is disconnected, then unfortunately the display or cable doesn’t support encrypted video. Try another method.