FAQs Mobile Shop

1. Can I use the Mobile Shop with my smartphone?

The Mobile Shop is optimized for all typical web browsers like Apple iOS, Google Android, Blackberry OS and Windows Phone.

 

2. How can I purchase tickets in the Mobile Shop?

You add the tickets for the screening you would like to see to your shopping cart. Then click on “Order without Festival Pass” and fill in your personal data. Click on “Continue” and “Shopping Cart” to go back to your shopping cart. Check your shopping cart and confirm with “Checkout”. After clicking on “Purchase” you can pay with your credit card or by bank debit (‘SEPA-Basislastschrift’). Please note payment by bank debit is only possible with a German bank account. (See no. 15 to use your Festival Pass for your purchase.)

 

3. How can I make payments in the Mobile Shop?

You can pay with your credit card or by bank debit ('SEPA-Basislastschrift'). Please note payment by bank debit is only possible with a German bank account.

 

4. Can I see a movie by showing the confirmation code?

No. You can only enter the movie theater with an original ticket. Please show your confirmation code at the Festival Box Office and pick up your tickets there. You can print the email with the confirmation code or just bring your smartphone with the confirmation code to the Festival Box Office.

 

5. How do I get the tickets I purchased in the Mobile Shop?

You receive your tickets at the Festival Box Office. If you purchased your tickets or if you redeemed your Festival Pass / voucher in the Mobile Shop, you receive a confirmation code on your smartphone and per email. You are required to bring this confirmation email/your smartphone with the confirmation code to the Festival Box Office. You also have to bring the credit/debit card that was used in the Mobile Shop (not necessary for tickets redeemed with vouchers).

 

6. What happens if I lose my smartphone with the confirmation code?

You always receive an additional email with your confirmation code. Just print the email and bring it to the Festival Box Office. You also have to bring the credit/debit card that was used in the Mobile Shop.

 

7. What happens if my shopping cart runs out of time?

After the time is up (20 min), the items in your shopping cart will be deleted. You have to order your tickets again.

 

8. How can I edit the items in my shopping cart?

If you go to your shopping cart, you can delete your items on the red "X". To change the number of your tickets, go to "Edit / Redeem voucher" and click "Edit ticket selection". Please complete your transaction with "Submit". Otherwise your chosen tickets will be lost.

 

9. Can I make online ticket reservations?

No. You can buy tickets in the Mobile Shop but you cannot make reservations.

 

10. When can I order tickets in the Mobile Shop at the latest?

You can order tickets no later than 30 minutes before the screening starts. Please note that only original tickets authorize you to enter the movie theater. Calculate wait times at the Festival Box Office when you pick up your tickets since you cannot enter the theater after the screening has started.

 

11. When can I pick up my tickets at the Festival Box Office at the latest?

Tickets should be picked up at the Festival Box Office no later than 20 minutes before the screening starts because there might be a rush of people. There will be no admission to the theater after the screening has started.

 

12. What happens if I cannot pick up my tickets before the screening starts?

After the screening has started there will be no more admission to the theater. If you do not make it to the screening in time you cannot get a refund.

 

13. Can I purchase Festival Passes in the Mobile Shop?

Yes. You can buy a Festival Pass in our Mobile Shop by simply clicking on "More" and then "Buy Festival Pass" in the menu. You can pay with your credit card or by bank debit ('SEPA-Basislastschrift'). Please note payment by bank debit is only possible with a German bank account.
If you'd like more than one Festival Pass, for technical reasons, each one must be purchased and redeemed separately. Please repeat the process for each Festival Pass you'd like to buy and use.

 

14. Can I purchase reduced-rate Festival Passes in the Mobile Shop?

No. The reduced-rate Festival Pass for students is only available at the Festival Box Office in the Filmmuseum and the vouchers must be exchanged for tickets there, too.

 

15. How do I redeem my Festival Pass in the Mobile Shop? Can I also redeem a Festival Pass that I bought in the Mobile Shop at a Festival Box Office?

The vouchers in your Festival Pass can be exchanged for tickets in the Mobile Shop by logging in with your Festival Pass and your PIN.
Pick the desired screenings and put them in your shopping cart. A ticket will be automatically exchanged for the corresponding Program and the price of €0.00 will show in your shopping cart.

The other possibility is to exchange vouchers at the Festival Box Office by presenting the PDF printout of your Festival Pass (attached to the confirmation e-mail).

 

16. How do I find out my Festival Pass PIN?

You determine your 4-digit PIN number when you purchase a Festival Pass. In addition, you receive an email with your PIN. If you forget your PIN you can request the pin via email at any time. Therefore you need the Festival Pass number and the email address that was used for the Festival Pass purchase. The PIN will be sent to this email address.

If you bought your Festival Pass at the Festival Box Office, the 4-digit PIN can be found on the back of the pass.

 

17. How do I redeem ticket vouchers in the Mobile Shop?

You add the tickets for the screening you want to watch to your shopping cart. Click on “Edit / Redeem voucher” and then on “Redeem Voucher”. Type in your voucher code and confirm with “OK”. Please click then on the price of a ticket to turn your voucher into a ticket order. The price will automatically change to € 0.00.