General FAQs
If you have any questions that are not answered here, you can reach out to us:
- Email us at [email protected] and we’ll reply as quickly as we can.
- Give us a call at 604-683-3456, our phone lines are open weekdays between noon and 5pm.
My password is not working, how do I login?
Now that we have a new ticketing system (Elevent) you may find you need to create an account, even if you’ve used viff.org before.
Simply select your tickets as usual and when you check out, you can either:
- Enter your email address and register by providing us with your name and creating a password.
- Register/Log in with Facebook or Google
- Asked for a password but aren’t sure what it is? Click Forgot Password and you should receive a reset email from Elevent Support.
- Click the link in the email within 72 hours to reset your password.
Are memberships required to watch films online or in-cinema?
Greater Vancouver International Film Festival Society memberships are now included in the cost of all tickets. Learn more.
I had a VIFF Gift Card in the old ticketing system. How do I access it in Elevent?
We have moved all old VIFF Gift Cards into our new ticketing system for you.
- To be able to see your gift card, simply log in to VIFF.org and click ‘Account’ in the top right hand corner of the screen.
- Click ‘View your full Elevent Account here’. This will take you through to your account in Elevent, our ticketing partner. You may need to log in again for extra security.
- In the menu on the left hand side, click on the second option from the bottom – Your Extras.
- You should be able to view your gift card amount from here.
- If you want to give the gift card to someone else, copy and paste the Redemption Code and send it to whoever you want!
If you want to redeem a gift card on your account, you can apply the gift card on the payment screen when buying anything on viff.org. Either enter the Redemption Code or click choose the amount you’d like to spend on your gift card and click apply to use it, if the gift card was purchased on your account.
VIFF+ FAQs
How can I buy a ticket with my VIFF+ discount?
To purchase tickets with your discount, simply login to your viff.org account prior to selecting your tickets. You will be able to see the red ‘VIFF+’ indication on your discounted tickets as you select them. If you forget to log in before selecting your tickets, the system will update any tickets you have in your cart with your discounted price as soon as you log in.
My VIFF+ membership isn’t showing on my account on the new site…
While we’ve done our best to move everyone over to the new system, it’s possible some information didn’t transfer over correctly! Please make sure you’re trying to log in using the email address we usually use to communicate with you. If you are and still cannot see your membership, please email [email protected] and a member of our team will look into the issue for you.
How can I purchase a VIFF+ membership as a gift?
It is easier than ever to purchase a VIFF+ membership as a gift! All you need to do is visit the VIFF+ Gift Membership page and add a gift membership to your cart. If you’re logged in and already have a VIFF+ membership yourself, the gift membership will be the only one available. If you’re not logged in yet, or don’t have a VIFF+ membership yourself, you just need to check the box that says ‘This is a gift’ before adding it to your cart.
How will I know when it is time to renew my VIFF+ membership?
We will email you to let you know a few days before your membership is due to expire. You can also now choose to auto-renew your VIFF+ membership so that you don’t need to worry about remembering to renew it. Simply add payment details to your Elevent account and check the box to auto-renew your membership and at the end of each year, the membership will automatically renew for you, at a reduced price.
Memberships can only be renewed online within 4 days of your membership expiring. If you would like to renew earlier, please call the Box Office Helpline on (604) 683-3456, Mon-Fri, 12-5 pm.
Can I set up auto-renewal on my membership?
Yes, you can! If you set up autorenewal on your VIFF+ membership, you don’t need to worry about your membership expiring at an inopportune moment (during the festival, for example!). With auto-renewal, you can rest easy and your membership will automatically be renewed as your previous one expires. All you need to do is make sure you have your preferred payment method saved on your Elevent account, and we’ll do the rest.
You can follow these instructions here to set up autorenewal today. If you change your mind, disabling autorenewal is as easy as logging back into your account and clicking a button. And we’ll always let you know a few days in advance when your membership payment is due.
How do my Bring a Friend Tickets work?
When you purchase a membership, the tickets are automatically added to your account. To access them, log in to your account. You will be able to see a $0 Bring a Friend Ticket when you’re booking tickets, and you can select that ticket type. When you’ve used up the number of Bring a Friend tickets included with your membership, you will see ‘Maximum Reached’ next to that ticket type.
Can I use Bring a Friend tickets for myself?
While we hope our Bring a Friend tickets can help strengthen connections with our community and friends (who would say no to a free invite?), you are welcome to use them for yourself.
When can I use my Bring a Friend tickets?
You can use them any time within the 12 months that your membership is valid. You won’t be able to use them after your membership expires, so make sure to use them before then!
What is Members’ Early Bird Day?
Members’ Early Bird Day usually happens in early to mid-August and is the first opportunity for our VIFF+ members to get a sneak peek of the line-up for VIFF and to purchase ticket packages and passes at a significant discount (30% for VIFF+ Premium, 15% for VIFF+). We will let you know when this year’s event will take place ahead of time so you can make the most of your membership and get excited for the festival before anyone else!
What are ArtsPerks, and how can I access them?
ArtsPerks are benefits included in our VIFF+ Premium and VIFF+ Patron Memberships. They provide exclusive discounts to our partnered art organizations in Vancouver — click here for the specific offers from each.
When you order a VIFF+ Premium or Patron Membership, you will receive an email with a special promo code.
I am a VIFF+ Premium member but I forgot the ArtsPerks code and I can’t find the email, what do I do?
Contact [email protected] and we will help you out!
VIFF+ Patron
How do I receive complimentary concessions?
When you become a VIFF+ Patron member, you can opt to have your Patron Card mailed to you, or pick it up at the box office the next time you are in. That card will last you the whole year, and you can show it to our concessions attendants to receive your snacks for free.
I know I can book my Patron tickets for free online by logging in, but what if I want to book them at the box office?
You can absolutely book your tickets at the box office. Show them your card and they will book the tickets for you at no cost.
When will I receive my tax receipt?
Tax receipts are sent out at the end of each month. They will be mailed, unless you let us know that you prefer email.
Why is the tax receipt amount $675, when I’m paying $1000?
Legally, if a donation is attached to a benefit for the donor (in this case free admission to films in addition to the other Patron discounts), then the charity has to subtract the value of the benefits from the amount donated. In this case, we have estimated that the donor receives $325 in benefits, so we subtract $325 from $1000 to arrive at the amount we can legally include in a tax receipt: $675.
Can I gift a membership to someone, but get the tax receipt in my name?
Absolutely. Order the membership using their name and email, and then email [email protected] to let us know that you would like your name on the tax receipt.
Donation FAQs
How do monthly donations work?
Simply select your donation amount and fill in the form. Donations are then automatically taken from your account each month – no need to worry about re-entering your payment information every month!
Can I choose where my donation will go?
Yes! If you want your support to go to a specific cause, let us know and we will allocate your donation on our end.
Will I receive a tax receipt for my donation?
All donations of $20 and above are tax receiptable.
Do I have to commit to a minimum number of months?
While we appreciate your gift, we understand that circumstances may change. You are under no obligation and can adjust the amount or cancel your donation at any time.
Are there any alternative methods of donating?
Click here for a printer friendly version of our donation form.