FAQ Index

General FAQs

How can I buy movie tickets?

There are two ways to buy tickets.

In person: 506 Bloor Street West (box office opens one hour before the first screening of the day)
Online: hotdocscinema.ca

What are your methods of payment?

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

If I select Print @ Home/Mobile tickets, can I show this on my phone?

Yes, if you have a smartphone, we can scan your pdf ticket(s) directly from the QR code.

How do I get my tickets?

If you order your tickets online, you will be given the option to [email protected]/show on your mobile device (no charge) or to pick your tickets up at the box office ($1.00 fee per order). If you select the [email protected]/Mobile Device option, you can either print your personally barcoded ticket(s) to present for scanning at the venue or download the ticket(s) to your phone for scanning at the venue.

If you select to have your tickets picked up at the box office, they will be waiting for you and you can pick them up before the show. You’ll need to bring your confirmation email, a piece of photo ID, or the credit card used to make the purchase, as well as your membership card if you have purchased your tickets at the member price.

How do I forward tickets I purchased online to someone else?

Sign in to your Hot Docs online account and choose “Forward Tickets” from “My Account.” Select the ticket(s) you wish to forward, enter the recipient’s name and email address, and send them their ticket(s).

After forwarding the tickets, you will receive a new email with your remaining ticket(s). The barcodes on your original ticket(s) will no longer be valid.

Tickets can be forwarded until one hour before the start of the screening.

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

Please call the box office at 416.637.3123. We do our best to return all phone calls within 36 hours. If you are looking to purchase same-day tickets and are unable to reach our box office staff, please buy your tickets in person from the box office. We open one hour before the first show of the day.

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 tickets?

Exchanges are subject to a $1 fee per ticket or package. Refunds may be available at a supervisor’s discretion for exceptional reasons. We reserve the right to not provide a refund.

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

Are there discounts for groups?

Groups of 10 or more can contact membership and audience experience coordinator Benjamin Wert to discuss rates: 416.203.2155 x336.

Can someone else pick up the tickets on my behalf?

Yes, as long as they have a print-out of the confirmation email, or similar notification.

Can someone else use my [email protected] ticket, even though my name is on it?

Yes. Tickets are transferable.

Membership FAQs

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

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

How do I access my membership benefits in person?

Once you have purchased your membership, you can pick up your card in person from the box office. To receive your discounted or complimentary tickets, you will need to show your card each time you visit the box office.

To receive your complimentary popcorn, you will need to show your card at the concession stand.

How do I access my membership benefits online?

When you sign up, you will receive a card (in person) or a confirmation email (online). Once you have received your member number, you can use this to sign in to your account. If you purchased the membership in person, you will be prompted to create your online account on your first visit.

Once you are logged in, your member benefits will appear on all applicable screenings. You may order your 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.

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, call us at 416.203.2155 ext. 263.

Accessibility FAQs

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.

Festival FAQs

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.