FAQ Index

MEMBERSHIPS

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

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

Your membership renewal will be valid for one year from your previous expiry date.

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. They also receive discounts and early-access windows to Hot Docs Documentary Festival.

Please note Hot Docs at Home members do not receive any in-person benefits at the Hot Docs Ted Rogers Cinema. To access these, upgrade to one of our year-round membership options here.

How do I cancel my Hot Docs at Home Monthly Membership?

Sign in to your member account.

Select “My Benefits”, then disable your Automatic Renewal by clicking the ‘Automatic renewal is enabled’ button, located beside the Monthly Membership listing. Once the button turns red, your membership will be cancelled.

If you’d like to take your credit card out of our system, go back to the main account page and click “edit payment methods.”

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].

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.

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?

You have continued watching your film on a different wi-fi network than the one you started on. Contact [email protected]

HEALTH & SAFETY

How do I reserve my seat online?

We strongly encourage booking tickets online, in advance of your screening.

To book your online ticket, visit our in-cinema schedule, select the film of your choice and then choose the screening time that is best for you and your preferred seat(s). You will be required to create or sign-in to your Hot Docs account. Visa, Mastercard, and American Express are accepted for all online sales.

All seats are reserved-only. In compliance with physical distancing guidelines, all guests will automatically have “buffer seats” built in between them and other attendees.

Please have your ticket ready for scanning (print-at-home copy, or on your phone). Our volunteers will scan your ticket and direct you to your reserved seats upon arrival.

Hot Docs is committed to keeping our cinema accessible to all guests and has made every effort to ensure accessibility and companion seating is still available. On our seat selection page, there is a button that asks if accessible seating is needed. Clicking on that button will give you access to our accessible seats, which are physically distanced from other available seats.

Click here for Hot Docs Ted Rogers Cinema’s Accessibility policies and procedures.

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

We recommend arriving at least 15 minutes before your scheduled screening. Doors will open approximately 45 minutes before showtime, allowing for a thorough cleaning of the cinema in between screenings.

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.

How can I show proof of COVID-19 vaccination?

In accordance with Ontario’s Vaccine Certification program, proof of full vaccination against COVID-19 will be required to enter the Cinema.

Please bring a government issued photo ID matching the name on your documentation. Paper and electronic proof is accepted.

Valid proofs of COVID-19 vaccination:
– Ontario Ministry of Health 2nd Dose Administration Receipt
– Federally Issued Vaccine Passport
– Provincially Issued Vaccine Certificate from Quebec, Manitoba or British Columbia
– Receipt of vaccine administration from other provincial ministries of health
– Proof of vaccination from outside of Canada that has been uploaded digitally in ArriveCAN

Proof issued must show that the visitor has received two doses of one of the following federally approved vaccines: Pfizer-BioNTech, Moderna, AstraZeneca/COVISHIELD, or Janssen/Johnson & Johnson (1 dose only).

Are there any exemptions to proof of vaccination?

In accordance with Ontario’s vaccine certification program, the only exemptions to proof of vaccination will be for patrons under 12 years old accompanied by a fully vaccinated adult, and those with medical exemptions (a doctor’s note must be provided).

Please email us at [email protected] before your screening.

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

In accordance with Toronto Public Health guidelines, all guests are required to wear a mask that covers their mouth, chin and nose at all times. Masks may be removed briefly while seated to eat and drink, but we ask that you keep it on otherwise.

What physical distancing measures do you have in place?

All seats are reserved-only. In compliance with physical distancing guidelines, all guests will automatically have at least one “buffer seat” built in between them and other attendees. Guests are required to sit in their reserved seat for the duration of the movie, and not sit in empty seats or rows. If a seat change is needed, please contact our box office (include contact link) for assistance.

Signage reminding guests to ensure physical distancing will be available in common areas throughout the building, including in our auditoriums, concessions and washrooms.

We ask that all guests not lining up for concessions, find their seats immediately in order to keep the lobby clear.

Guests will be asked to leave the cinema after their screening. To minimize crowding, please exit the Cinema row by row.

Are food and drinks available at the Cinema?

Yes. A selection of concessions offerings will be available for purchase, including popcorn, drinks, candy, and licensed beverages including beer and wine. You can view our updated menu HERE.

Please consider sending one person from your group to make your order.

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:

• Concessions staff are wearing masks and practicing enhanced sanitation and disinfection protocols, in accordance with Toronto Public Health.
• We have installed Plexiglas partitions at every point of sale as a protective barrier between our staff and our guests.
• We will be strongly encouraging contactless debit or credit transactions (including American Express)

What is your infection tracing policy?

If any staff, volunteers or patrons report testing positive for COVID-19, we will immediately take action by finding out when, over the last 14 days, this individual was in our building. Ticket holders in attendance that day will be notified by email and urged to get tested.

We will require all staff and volunteers who come in contact with an infected person to get tested for COVID-19 before returning to work.

Hot Docs has put mitigating measures in place to help prevent the spread of COVID-19. However, attending in-person events could increase your risk of contraction. By entering the venue, you voluntarily assume all risks and agree that you and your guests will not hold Hot Docs liable for any illness that may result.

ACCESSIBILITY

Do screenings have captioned content?

At Hot Docs Ted Rogers Cinema and on Hot Docs at Home, we are pleased to offer select screenings with subtitles and open and closed captions for the hard of hearing.

Screenings with captions are indicated on the film pages and are also listed here.

On Hot Docs at Home, closed captions can be turned on or off while streaming the film. To turn them on, select English (CC) in the subtitle window at the bottom right corner of the video player.

In-person screenings at 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.

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 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.