Frequently Asked Questions
Access Your Virtual Event
How do I get to the movies from my confirmation email?
When will I have access to my virtual event or live stream?
You will receive a Virtual Access email to the email address used to purchase your ticket. If the virtual event is already available for viewing, you will be presented with a link on the order confirmation screen immediately after purchase to start watching. When the virtual event begins at a scheduled date and time, you will receive the Virtual Access email one hour before the virtual event.
You can also access your virtual content on the event organizer watch page by entering your voucher code. The voucher code is in your Virtual Access email. Please contact the event organizer if you do not know the URL for the watch portal.
I can't find my Virtual Access email, what do I do?
Be sure to check spam and junk folders. Search your mailbox using the name of the organization that you purchased from, or the email address donotreply@mail.goelevent.com
I can't find the virtual event access email?
You can access the virtual event from your Elevent Account on the Order History page. Click HERE for direct access. If not logged in, you will need to login first. You will see a view button displayed with the order details. as well as the voucher code for the event.
I don't see the view button on my order history page, what do I do?
The view button will appear at the scheduled date and time for the virtual event. If you believe the virtual event should be available for viewing and is not, please contact the event organizer directly.
Watch Your Virtual Event
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.
Do I need to download an app to watch?
No, you do not need to download and install an app to watch. Some event organizers may offer an Apple TV, Roku, Fire Stick, or other apps as well, but it is not required.
I have a Roku or Apple TV what is the name of the app download?
From the Roku or Apple TV store, search for Elevent TV. Once downloaded you can enter a voucher code to watch your purchased VOD.
I have a pass for the festival, can I watch content on the app?
Not yet, but we are excited to be launching this support in the coming weeks. For now, you can only access your pass content from the online watch portal.
What are the 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 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.
Can I watch content on my iPhone/iPad?
Yes, you can watch content using Safari on iOS 11.2 or later. Please note that you must have “Screen Mirroring” turned off for content to play.
Can I watch content on my Android Device?
Yes, you can watch content using Chrome on Android 6.0 or later.
Can I Chromecast content?
You can Chromecast from a Chrome web browser on PC and Mac computers as well as Android devices by selecting the cast button in the bottom right-hand side of the player.
Can I AirPlay to my AppleTV?
You can AirPlay from most browsers if you have Apple TV by selecting the cast button on the bottom right-hand side of the player.
What happens if I forget my password?
Use the password reset option on the login page 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 weak or inconsistent, you may experience problems during playback. If you're on wifi, try moving closer to your router.
Why can't I cast to my TV from my iOS device? Why does playback not work for some videos?
Chromecast only works through Chrome, and is not supported on iOS devices. Casting from an iOS device for certain DRM content is not supported. You will need to watch via the online portal or viewing app on your TV.