FAQ Index

IN-CINEMA TICKETS

How can I buy tickets to in-cinema screenings?

In order to reduce contact and allow for effective contact tracing, tickets to the Hot Docs Ted Rogers Cinema are ONLY available online at hotdocscinema.ca. In order to maintain social distancing, seats will be selected before purchasing. Our cinema box office will NOT be open and tickets will NOT be available in person.

What are your methods of payment?

We accept cash, debit, Visa, Mastercard and AMEX at the box office, and Visa, Mastercard and AMEX online.

How do I get my in-cinema tickets?

When you order online, you will be sent a confirmation email containing personally barcoded tickets which you can either print to present for scanning at the venue or download the ticket(s) to your phone for scanning at the venue. We have now integrated to Apple Wallet and Google Wallet which allow you to export your tickets from your email to your device for later use.

The seating chart shows groups of 1 to 3. What should I do if I want more than 3 tickets or can’t find an available grouping for my party?

The health and safety of our employees and guests is our top priority and we have adjusted our seating layouts to ensure proper physical distancing between you and other movie-goers.


You’ll notice when purchasing tickets that all seats are available in groups of 1-3 to accommodate groups of varying sizes, with non-reservable space between each set of seats. All guests are welcome to purchase as many tickets as required for their group, but must select their seats from the available seating chart.


We will continue to assess auditorium capacity based on updated guidance from local, provincial, and federal health agencies but, at this time, adjustments cannot be made to our existing seating layouts.

If a screening is sold out, will there be rush tickets available?

No. If a screening is sold out, no additional ticket will be made available.

I am having problems purchasing tickets online. What do I do?

Please email us at [email protected]. We have representatives on call from 11am-10pm daily and will do our best to reply as fast as we can.

Do you have discounted tickets for students and seniors?

Not on single tickets, but we do have special under-30s/60+ rates on our memberships. See hotdocscinema.ca/members

Can I exchange or refund my Cinema tickets?

If you are not feeling well, please stay home and contact us at [email protected] prior to the start of your movie showtime. We will gladly issue a refund, a credit, or exchange your ticket for a future screening.


Refunds are not available for a show that has already passed Refunds are not available based on opinions of quality of show or event.

Have you raised your ticket prices since re-opening?

It has always been our mandate to ensure that all films screened at Hot Docs and the Hot Docs Cinema are accessible to everybody. That said, in order to safely re-open the cinema, we have taken comprehensive measures to ensure the health, safety and comfort of our audiences and staff. We have limited our capacity, purchased PPE and sanitization stations, increased our cleaning protocols, and extended turnaround times between shows. The related expenses have necessitated an increase in cinema ticket prices.


We are also committed to making our films accessible and will be bringing films premiering at the Cinema to Hot Docs at Home, either in conjunction with their theatrical runs or shortly thereafter, ensuring all our audiences have the opportunity to experience them.

IN-CINEMA SCREENINGS

Is it mandatory for everyone in the theatre to wear masks?

The health and safety of our employees and guests is our top priority and we are working in partnership with public health authorities to ensure your time with us is safe, comfortable and enjoyable.


In accordance with Toronto Public Health guidelines, we require that all staff, volunteers, and guests wear masks to keep everyone safe. All guests are required to wear a mask in all common areas and in the auditorium. Masks may be removed briefly while eating and drinking, but we ask that you keep it on otherwise.


If it’s not possible for you to wear a mask or face covering to a pre-existing health condition, or other reasons protected by the Ontario Human Rights Code, please email us at [email protected] and we will attempt to accommodate wherever possible.

What if I’m not feeling well and I already have a ticket?

If you are not feeling well, please stay home and contact us at [email protected] prior to the start of your movie showtime. We will gladly issue a refund.

I have a ticket to a film? How early will I be able to enter the cinema to find a seat?

Entry for the first film of the day will be one hour before start time. Entry for the second film will open as soon as we finish a thorough cleaning of the cinema, likely 30 to 45 minutes before the second show.

Are food and drinks available at the Cinema?

Yes. Core concessions offerings are available for purchase, including popcorn, drinks, candy, and licensed beverages including beer and wine.

What is Hot Docs Cinema doing to ensure safety at for staff and audiences at concessions?

To maximize safety precautions at concessions, we have taken the following steps:

  • Our staff will be wearing masks and any other personal protective equipment they need to keep everyone safe.
  • We have installed Plexiglas partitions at every point of sale as a protective barrier between our staff and our guests.
  • Cash will no longer be accepted, only debit or credit (including American Express)
  • Our concessions area will operate with reduced staffing allowing for proper physical distancing between our employees and our guests.

ONLINE STREAMING

How do I purchase a streaming ticket?

Click here to browse what we currently have available to stream on Hot Docs at Home. When you find something you like, click the “Learn More” button. Once the film page opens, press the “Get Tickets” button to purchase your stream.


Note: Members must sign in first to receive their member discount.

Do I need a Hot Docs account to stream films?

Yes, you need a Hot Docs account. If you have purchased tickets online to Hot Docs Festival or Hot Docs Cinema, you should already have an account. You can sign in with your member number, email address or user name.


If you do not have an account, you will be asked to create one to get tickets and stream films.

How long after I purchase do I have to stream a film?

Unless otherwise indicated, all streams will be available for 48 hours from when the moment you begin watching.

Can I watch a film or event more than once?

Yes. You can watch a film or event as many times as you like within your 48-hour window.

Do Hot Docs Members receive member pricing or free online tickets?

Hot Docs Members receive discounted pricing on all films and events on Hot Docs at Home.


Remember to sign in before purchasing. The special member pricing option will not appear until you are signed in.


Unfortunately, members will not be able to utilize their free screening tickets to stream films.

Can I use a promo code to stream a film?

Yes. Click the GET TICKETS button on the film page and enter the promo code when prompted. Once you have entered the promo code, your $0 ticket option be be available.

I have not received my confirmation email. What should I do?

Confirmation emails are sent automatically once your purchase is complete. If you do not receive your email within a few minutes of completion, check your Spam and Junk Mail folders.


If you still cannot find the email, stream by going either to the film page or to your My Streams and press the “Watch Now” button.

Are refunds or exchanges available?

Once you have completed your purchase, refunds or exchanges are not available. Before completing your order, please ensure that you check your order is correct and that your browser and computer are compatible.

What is streaming?

In this case, streaming simply means watching a video over your internet connection (instead of downloading a file to your computer). It’s immediate and available on demand with any device that’s connected to the internet. Anytime you watch a film on Netflix, or a video on YouTube, you’re streaming!

How do I stream a film?

After getting a ticket, simply click the WATCH NOW button. This button appears on the confirmation page after purchase, in your confirmation email and on the film page. You can also access your film(s) on your My Streams page.

You will be required to Sign In with your member number, emails, or username.

Watch on your computer, mobile phone or tablet:
Currently you can 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.

For a complete list of compatibility, please click here.

Watch on your television:

Hot Docs app on Apple TV (Generation 4 or higher only)
On the Hot Docs website, cick on the “WATCH ON ROKU OR APPLE TV” button at the top of your stream page to access your 9-digit voucher code. Open the Hot Docs app and enter the code to stream the film.

If you do not already have the Hot Docs app downloaded, search for “Hot Docs” in the App store and click “Get the App.”

Hot Docs App on Roku
On the Hot Docs website, cick on the “WATCH ON ROKU OR APPLE TV” button at the top of your stream page to access your 9-digit voucher code. Open the Hot Docs Channel and enter the code to stream the film.

If you do not already have the Hot Docs app downloaded, search for “Hot Docs” in the Roku channel store and click “Add Channel.”


Alternatively:

Screen Sharing (Chromecast & Apple TV)
You can 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.

HDMI
If you have a laptop or nearby computer with an HDMI port, you can connect it directly to your television, using it as a second monitor. That said, connection details will depend on your setup. We recommend referencing your television’s manual for more information.

Why is Roku not working?

On May 30, Roku notified Hot Docs that some channels are not accessible due to a global technical certificate expiration. Forcing a system update may resolve the issue for some users. You can find more information about this issue HERE.

I am not currently in Canada. Can I stream a film?

It is only possible to stream most of our films from inside Canada. Our Curious Minds courses and lectures are available worldwide and can be streamed from anywhere.

I am receiving the error message: “Your voucher has been redeemed by a different IP address.” What do I do?

MEMBERSHIPS

I bought a Membership. How long is it valid for?

Your membership will be valid for one year from the date of purchase.


If you are a Hot Docs at Home Monthly Member, your membership is valid for one month. Unless cancelled, it will auto-renew each month.

How do I access my membership benefits in person?

To reduce contact points, we are no longer printing Membership Cards. To access your member benefits at concessions, you can either present the digital version of your membership card, which can be stored in Apple Wallet or downloaded too your device. You may also give our staff your membership number or name.

How do I access my membership benefits online?

When you sign up, you will receive a confirmation email that includes your member number. You can use this to sign in to your account and access all your online benefits. Once logged in, your member benefits will appear on all applicable screenings. You may order complimentary tickets or tickets at the member rate online.


If you are logged in but do not see the member price, it is possible that your session has timed out. This can be resolved by logging out of your account, then logging back in.

I have opted to have my Membership auto-renewed. When will I be charged?

Your Hot Docs Membership will automatically be renewed and your credit card will be charged three days before your membership expiry.


Your Hot Docs at Home Monthly Membership will auto-renew each month one day before expiry.


You will be sent a confirmation email with a payment receipt. If you wish to cancel your auto-renewal, you may do so by logging into your Hot Docs Account.

I am a Hot Docs at Home Monthly Member. Do I get benefits at the Cinema or Festival?

Hot Docs at Home Monthly Members receive access to free exclusive films and events and discounts on new films and Curious Minds on Hot Docs at Home. You do not receive any benefits at the Hot Docs Ted Rogers Cinema or Hot Docs Festival. If you are interested in those benefits, please consider upgrading your membership. Information on all membership options is available at hotdocscinema.ca/members.

Will I receive a tax receipt with my membership purchase?

We do not issue tax receipts for membership purchases because they are directly linked to the value of the benefits (complimentary tickets, popcorn, etc). However, there is an option to add a donation of $250, $500 or $750 to your membership order and receive a full tax receipt. For further giving opportunities, including the Hot Docs Founder’s Circle, contact us a [email protected].

ACCESSIBILITY

Is the cinema wheelchair accessible?

Yes! Hot Docs is committed to providing accessible environments, and made this a priority for our recent renovations. There is designated wheelchair seating in the cinema and a washroom on the main floor. Please let our friendly staff know if we can do anything else to help make sure you have a great experience at the movies.

Do screenings have closed captioned content?

Screenings at the Hot Docs Ted Rogers Cinema offer Captiview devices for personal viewing of closed captioned content. In order for closed captions or descriptive sound to be available, the prints that we receive from distributors must have been formatted as such.

Please note that the equipment is subject to availability and you may be asked to leave a form of ID to ensure the safe return of the equipment.

Do you accept Access-2-Entertainment Cards?

Yes. With the card, a patron can receive a complimentary ticket in addition to their regular-priced ticket for their companion.

Is the Cinema scent free?

Your fellow patrons may have allergies and/or chemical sensitivities. Please be considerate by avoiding perfume, cologne and other scented products.

FESTIVALS

I’m looking for tickets/passes to the Hot Docs Film Festival. Can I buy those here?

We only sell tickets for our regular year-round programming at the Hot Docs Ted Rogers Cinema. Information about Hot Docs Festival tickets, ticket packages, and passes is available at www.hotdocs.ca.

Ticket packages and passes are on sale from December-May, and single tickets go on sale when the full list of films and schedule is announced in March. If you are a Hot Docs Ted Rogers Cinema member, sign in with your member number on the Hot Docs site to receive your discount on tickets, passes, and packages.

I’m looking for tickets to another film festival that is being held at the Hot Docs Ted Rogers Cinema. Can I buy those here?

We rent out our cinema to a number of the city’s great film festivals, but don’t sell their tickets through our own box office. Please check the festival’s website for information on how to obtain tickets.

Hot Docs Cinema Presenting Partner

  • Cbcdocs Web

Cinema Box Office Sponsor

  • Logo Crave 2019