FAQs

Ticketing Questions

When can I purchase tickets?

The public can access tickets starting with an early bird special on Wednesday, February 10 at noon. Pre-sale for sponsors and members begins Tuesday, January 26 at noon.

How do I purchase tickets?

Click here to browse films and purchase tickets.

How do I access my ticketing account?

Login to your Ticketing Account through the ‘My Account’ link at the top of AJFF.org. If you are unsure if you have an account or need to reset your password, visit the ‘My Account’ link on AJFF.org. From there you can login, set up a new account, and/or change your password.

What is the early bird discount?

Enjoy $2 off any Virtual Cinema tickets purchased during the first two days of the public on-sale period. Discounts do not apply to drive-in screenings or special events.

Do I need a ticket to watch a film in the Virtual Cinema?

Yes. In order to stream a film in the Virtual Cinema, you will first need to order a ticket. The ticket will contain the voucher code required to watch the film.

The film I want to watch is sold out. What does that mean?

If a film is sold out, that means there are no tickets available for that virtual screening or drive-in event.

I have an All Access Pass. How do I watch a film?

All Access Passes are an exclusive member benefit. To access your benefit, login to the AJFF account associated with your membership, select the film(s) you wish to view, and checkout. Members and Sponsors can begin reserving tickets on Tuesday, January 26 at 12:00 PM.

For further assistance with your benefits, please contact the AJFF Concierge at 678-701-6107. To become a Member, please contact Development Director, Lori Zelony by email at lori@ajff.org.

Will everyone in my home need a ticket to watch a film?

Only one ticket is required per household. Each ticket will allow you to stream a film once within the release window. If others plan to watch that film at different times or from different locations, then additional tickets would be required.

How do I receive my tickets, and when should I expect them?

Tickets are sent via email following completion of checkout.

Once you purchase a ticket or tickets, you will receive an order confirmation email that details your purchase and serves as your receipt.

You will receive a second email with a link to download your ticket(s). A ticket contains your unique voucher code for access to the film in the Virtual Cinema. You will access the Virtual Cinema online through AJFF.org or through the AJFF streaming app. Details on how to watch are also included on the ticket.

Both emails are typically sent within 15 minutes after the transaction is complete. During peak sales times receiving these emails may take longer. It’s best to buy tickets in advance of when you intend to stream a film so that you do not encounter any delay.

If you do not receive the email(s), check your spam or junk folder for an email from orders@ajff.org. If you still can’t locate the email(s), log in to your account using your username and password, and view your Order History to confirm the transaction was processed. For further assistance, please contact the AJFF Box Office at 678-701-6104 or by email at tickets@ajff.org.

I have not received my ticket. 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. Please make sure you add orders@ajff.org as a trusted source. 

If you still do not see the email, log in to your account using your username and password, to view your Order History and confirm the transaction was processed. For further assistance, please contact the AJFF Box Office at 678-701-6104 or by email at tickets@ajff.org.

How do I reset my password?

Reset your password by clicking 'My Account' at the top of the website. Enter the email address used for your AJFF account and click 'Forgot Password.' 

How do I use a promo code?

If you have a promo code, enter it at AJFF.org/promo to access the special offer. Note that promo codes provide a discount, whereas a voucher code is basically a ticket, used only to watch a film in the Virtual Cinema.

Is there a stand-by option available?

For the 2021 festival, stand-by is not available for the virtual or drive-in screenings. There are a limited number of streams available for every film, and a limited number of spaces for the drive-in events. It is likely some screenings will sell out.

Will I need a ticket to watch a Q&A?

No. Q&A recordings are fully accessible to all audiences via our website, without a ticket. Q&As will be posted to AJFF.org/qanda on the release date for each film, and they will remain available throughout the festival. You can also watch a Q&A for a particular film within the Virtual Cinema, with your ticket for that film, as bonus content.

Will I still be able to cast a vote in the Audience Awards this year?

Absolutely. You will be invited to score each film you see at the festival via an email link. Votes will be tabulated at the conclusion of the festival, and the Audience Awards and Jury Prizes announced on Wednesday, March 10, 2021. 

What should I do if I am having trouble with ticketing, accessing the Virtual Cinema, or have any other questions?

A wealth of additional information and support resources are here available here on our website at AJFF.org/faq. For assistance by phone, please contact the AJFF Box Office at 678-701-6104.

Where can I find a schedule of films in the festival?

You can download the schedule grid from the 2021 Program Guide in electronic format.

Member & Sponsor Questions

How do I use my All Access Pass?

As a Member or Sponsor you have access to complimentary tickets to films streaming in the Virtual Cinema based upon your member level. To claim a complimentary ticket to a film, login to your AJFF account associated with your membership, select the film(s) you wish to view, and checkout. Upon checkout you will receive two emails, one is your confirmation and the other will have a voucher code included in the attachment. The voucher code allows access to stream the film.

Please note that while you are eligible to claim complimentary access to each film in the festival, the number of streams is limited and may sell out. Access to your complimentary tickets is not guaranteed after the start of the public sale.
 

Do I need to get tickets to films even though I have an All Access Pass?

Yes. First login to AJFF.org to access your member benefits. Then, begin selecting the film(s) you wish to stream. The number of complimentary tickets you can claim is based on your member level.

What email should I use to access my Member Benefits?

The login and password for your ticketing account should be the same as used for the previous festival year. From the Login screen you can reset your password, if needed. If you need further assistance, please contact our Concierge team at 678-701-6107.

I am a member. Why am I not seeing my complimentary tickets?

It may be that you are not logged in to the account associated with your 2021 AJFF Membership. To confirm access, please contact the AJFF Concierge at 678-701-6107.

Can I share my All Access pass with a friend or family member?

If you would like to share your member benefits with someone else, please contact Development, lori@ajff.org, for assistance. 

Drive In Questions

Where's the drive-in?

AJFF is thrilled to present our drive-in events in an exclusive partnership with Mercedes-Benz Stadium in The Home Depot Backyard, an 11-acre greenspace. 

What's screening at the drive-in?

We’re featuring three special evenings of drive-in, starting with Shiva Baby on Young Professionals Night, plus two campy, kitschy Hollywood classics: Mel Brooks's sci-fi spoof Spaceballs and the musical comedy Little Shop of Horrors.

Are those films available to watch only at the drive-in?

Shiva Baby will be also available for at-home streaming in the Virtual Cinema. Spaceballs and Little Shop of Horrors will be presented as drive-in only.

Does the drive-in ticket price depend on the number of people in the car?

No. The price is per car, regardless of how many people are in the vehicle. So, bring the whole family…the more the merrier!

Must we stay in our cars the entire time?

For your safety and comfort, we encourage you to remain in your vehicle unless you need to use the restroom or get food.

What are my food options?

You can enjoy a delicious meal, tasty snack and/or thirst-quenching beverage while snug in your vehicle from one of the on-site food trucks. 

Are there restrooms available?

Yes. A bank of heated restrooms will be positioned on the West Lawn.

What if the weather is bad?

AJFF will monitor the weather forecast right up until showtime. If rain or other conditions pose a problem, we will reschedule screenings for later in the festival and alert you about the change.

Virtual Cinema Questions

How can I watch a film?

For each virtual screening you purchase, you will receive a voucher code, which allows you to watch the film at any time during its release window. To begin the film, enter the voucher code in the Virtual Cinema, either online at watch.AJFF.org, or via the AJFF app on a streaming device. Then click ‘Play.’ 

How long do I have to watch a film?

Once you press ‘Play,’ you will have 48 hours of access to the film, including pausing or rewinding (films will not be available after March 2, 2021).

What is a release window?

Simply put, the release window is the period of time when you can click ‘Play’ to start watching a film. For most films, this is 72 hours. Some special events are scheduled at specific times. See the specific details on the Film Details page either in the Program Guide or on AJFF.org.

Can I buy a ticket for a film before the release window begins?

Absolutely! You can purchase tickets once they go on sale and watch during the release window. View the list of films and purchase tickets here.

Can a virtual screening sell out?

Yes. Due to caps on the number of views permitted, virtual screenings have a capacity limit and can sell out. We encourage you to purchase your tickets as soon as possible, starting Tuesday, January 26 for members and sponsors, and Wednesday, February 10 for the general public.

I clicked 'Virtual Cinema' and it says I need a Voucher Code. How do I get one?

You will receive a Voucher Code once you complete your ticket order. Following your purchase, you will receive two emails - the order confirmation, and a separate email that contains the link to the ticket with your unique voucher code.

How many times can I watch a film with my voucher code?

Ticket holders may watch each film ONE time. Once the ‘Play’ button has been pressed, access to the film will expire 48 hours later regardless of whether or not the film has been watched in full.

Can I share a voucher code?

While you may gift voucher codes to someone, you cannot share the same code. Each voucher code may only be used once, and then only to stream from one location. If you intend to watch the film, you should purchase additional voucher codes for others in different households.

Can I watch the films from anywhere in the USA?

Distributors dictate the geographic region where a film may be viewed, so it varies from film to film. Some are available to watch anywhere in the United States. The rest are limited to Georgia. The geographic availability of each film will be noted on its film details page on AJFF.org. 

Note that geoblocking is enforced at purchase, so if you are from Georgia but travelling out of state, make sure to use a credit or debit card with a billing address in Georgia.

Can I watch the Q&A for a film within the app on my Roku, AppleTV or Amazon Fire TV?

Yes. When you access a film on the AJFF streaming channel, you’ll notice underneath some feature film descriptions a supplemental Q&A conversation with the filmmaker(s), if available.

Will I be able to test my viewing setup before the festival begins?

Yes. You may claim a complimentary ticket to the Insider Preview event streaming now in the Virtual Cinema through Sunday, February 28 at 7:00 PM. Click here to claim your ticket.

Can I watch films on my Roku, Apple TV or Amazon Fire TV?

Yes!  There is an AJFF channel available for each of these devices. See the video tutorial above on how to watch via Roku, Apple TV or Amazon Fire TV.

Please note: While we recommend Roku, Apple TV, or Amazon Fire TV for the best viewing experience, you are not required to own any of them to stream our films. Films can always be streamed via a web browser. 

Is Closed Captioning available for any of the Virtual Cinema films?

Closed Captions are available within the Virtual Cinema for the film I Am Here

Technical/Hardware Questions

When I open the AJFF app on my television, or Virtual Cinema on my computer, it says I need to enter a voucher code. What is a voucher code?

A voucher code is your ticket to view a film in the Virtual Cinema either on your computer or through the AJFF streaming app on your Smart TV. You receive a voucher code by purchasing a ticket through ajff.org or calling 678-701-6104. The voucher code will be emailed to you following completion of your transaction.

How do I watch using my Roku, Apple TV or Amazon FireTV?
  • Amazon FireTV: In the App Store, search for ‘AJFF.’ Click to Download.
  • Apple TV: In the App Store, search for 'AJFF.' The App is available for all versions of Roku and Apple TV (Generation 4 or higher only).
  • Roku: In the Roku Channel Store, search for 'AJFF' and click ‘Add Channel.’

See the video tutorial above for more information on how to access the AJFF Virtual Cinema on these devices.

How do I watch films on my iPad or Tablet?
  • At ajff.org, click ‘Virtual Cinema’ at the top of the website.
  • Enter the voucher code for the film you want to watch and press ‘Play.'
  • System Requirements:
    Android: Use Chrome on Android 6.0 or later
    iPhone/iPad: Use Safari on iOS 11.2 or later

    Note: 'Screen Mirroring' must be turned off for content to play.
How do I watch films on my PC or Mac computer?
  • At ajff.org, click ‘Virtual Cinema’ at the top of the website.
  • Enter the voucher code for the film you want to watch and press ‘Play.'
  • System Requirements:
    - PCs running Windows 7+ must use browsers Google Chrome, Firefox, Microsoft Edge, or Opera
    - Intel-based Macs running macOS 10.12+ must use browsers Google Chrome, Firefox, Safari, or Opera

    Note: Internet Explorer is not supported.
Can I AirPlay to my Apple TV?
  • You can AirPlay from most browsers if you have Apple TV, by selecting the ‘AirPlay’ button in the bottom right-hand side of the player.
  • Make sure your TV is on the same Wi-Fi network as the computer, phone, or tablet from which you are playing the film.
  • AirPlay users need to connect directly from the video. Do not use the in-screen mirror mode.
  • On your device, open the AJFF Website and select ‘Virtual Cinema.’
  • On the bottom right of the link select the AirPlay icon. 
  • Enter the voucher code for the film you want to watch and press ‘Play.'
How do I Chromecast?
  • 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.
  • Make sure your TV is on the same Wi-Fi network as the computer, phone, or tablet from which you are casting. Please note that casting is not available from iPhone and iPad.
  • On your device, open the AJFF website and select ‘Virtual Cinema.'
  • On the bottom right of the link select the Chromecast icon. 
  • Enter the voucher code for the film you want to watch and press ‘Play.'
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 do I see a black screen if I am watching content with AirPlay on my TV?

You likely have ‘Screen Mirroring’ turned on in your device settings. Please turn off the screen mirroring setting and start AirPlay by selecting the AirPlay button in the bottom right-hand side of the player.

My movie freezes, is blurry, or does not play. What should I do?

If you are having trouble watching a film, there are several things you can try. Follow these steps:

  • Try refreshing your browser first. There may be some lag time and refreshing your browser will generally fix the issue.
  • Restart your computer.
  • Reset your WIFI router or move closer to the router.
  • Make sure you are watching through an approved browser. If it is not working in one browser, try another. Remember, Internet Explorer is not supported.
  • Is your device set to block pop-ups? You might need to disable this.
  • If all you see in the player window is a black screen, please click or tap on the window to activate the player controls.

If these options do not work, it may be that you are experiencing a slower speed of service from your internet provider. We recommend contacting your internet provider for further assistance.

Why am I receiving an error message: “Your voucher has been redeemed by a different IP address.”

For security reasons, you must view your film on the same wifi network or internet connection. That is, once you start the stream in one location, you cannot continue the film in another location or on a different network. You cannot start watching at home and try to restart at a friend’s house.

Alternately, you can only use different devices in one location if they are using the same network. For example, if you start watching on a TV and switch to a tablet or laptop, they both need to be connected to the same wifi network.

If you are receiving this message in error, please contact helpdesk@ajff.org

How do I watch on my flat screen TV (with no smart TV capabilities)?
  • Connect an HDMI cable from your laptop to your TV.
  • Once connected, select the correct input source on your TV. Your laptop screen will be “mirrored” on your TV.
  • Then, on your laptop, open the AJFF website and select ‘Virtual Cinema.'
  • Enter the voucher code for the film you want to watch and press ‘Play.'
  • It is strongly recommended that you test this operation before the film festival begins. Any YouTube video or the festival trailer can be used for testing purposes.
Can I watch the films from anywhere? I am not currently at home. Is that okay?

Distributors dictate the geographic region where a film may be viewed, so it varies from film to film. The geographic availability of each film will be noted on its film details page on AJFF.org.

If you’re traveling away from home, don’t worry though. Geoblocking is enforced at purchase, so just make sure to use a credit or debit card with a billing address in Georgia (or the US, depending on how restrictive the geoblocking is).

Can I use a VPN?

No. If you pause the film and continue watching, you will receive an error. Turn off your VPN before you click 'Play.' If you receive an error after you start watching a stream with your VPN on, please contact helpdesk@ajff.org.

What platform are you using to host the films?

AJFF has partnered with CineSend to host the Virtual Cinema for the 2021 festival.

Will Tech Support be Available?

Yes. We will offer basic tech support by phone Monday–Sunday from 11:00 AM–7:00 PM at 678-701-6104 or by emailing helpdesk@ajff.org.

We recommend that you watch films early in the release window so that our team has time to troubleshoot problems if they arise.

Why can I not play the film on my Smart TV?

With the large variety of smart tv options it is hard to know for sure. Many smart tvs have very basic built-in web browsers which do not support the security features in place for the Virtual Cinema. Without the support of DRM it can prevent videos from loading and playing properly. For this reason it is best to access the festival on a television through one of the three supported devices - Roku, Apple TV, and Amazon Fire TV.
 

Why am I encountering an error while watching on Roku?

A simple System Update should resolve the issue.

If you find you continue to receive the error we recommend you perform a Network Connection Reset by navigating to System -> Advanced System Settings -> Network Connection Reset. This will automatically restart the Roku after which the app should no longer display the error when playing content.