Frequently asked questions and contact details

Weíre confident that youíll be able to find the answer to your query below. Please check carefully before you decide to contact us, as we wonít respond to your message if the solution is on this page.


Joining, updating and unsubscribing

Iím already a member. How do I update my details?

Simply sign into this site using the ĎLoginí button above. In the memberís area, youíll be able to view and change your contact details, update your genre preferences, view any tickets youíve accepted and manage your email subscription.

Why are you asking me to opt in?

When you opt in, you give us permission to contact you with invitations and offers. We need to update our database to comply with new legislation, so if you donít opt in we will remove you from our mailing list and you wonít receive further contact from us. You can opt in here.

I want to close my account. How do I do this?

You can close your account at any time by logging in and choosing ĎClose my accountí in the memberís area.

Iíve accidentally closed my account. What do I do?

Once youíve closed your account, we no longer hold any of your details in our database and you will need to reapply for membership.

Iíve applied for membership. When will I find out if Iíve been successful?

If your application is accepted, youíll hear from us within 30 days. In some areas, we have a full quota and will hold new applicants on a waiting list until space becomes available.


Bookings and cancellations

Can I change the name on my ticket?

Once a booking has been made we canít change the name on the ticket or the guest list.

Why is the venue I want to book not listed?

When a location no longer appears as an option it means all the tickets for this venue have been allocated. If anyone cancels their tickets, the tickets will become available via the link we sent you, so please check back at a later date.

I am disabled. Will I be given a suitable seat?

Unfortunately, we cannot guarantee that the venue will be able to accommodate any special requirements. The ticket offers that ShowFilmFirst are able to provide are based on a limited number of seats available for a specific event on a specific evening, which we make clear in the terms and conditions of the offer. The seats allocated to ShowFilmFirst for their members cannot be changed.

I have booked more than one ticket. Will we be seated together?

Venues do try to ensure that guests are seated together, particularly those in pairs, but we cannot guarantee that your entire party will be seated together.

I canít print my tickets. Can I show them on my smartphone?

We recommend that you make every effort to print your ticket as not all venues will be able to accept tickets on smartphones. You can try using your smartphone as a ticket, but please be aware that you may be turned away and itís up to you whether you want to take that risk. If youíve paid an admin fee for your ticket, the box office at the venue will have a guest list, but admission remains at the venueís discretion.

Why is it Ďfirst come, first servedí if I already have a ticket?

Sometimes, events are overbooked to ensure that they are full. It is very unlikely that you will not gain admission, however we advise that you arrive in early at the venue, just in case. In the unlikely event of you not gaining admission due to circumstances beyond our control, your admin fee will be refunded.

Which ID is acceptable?

A debit or credit card is normally sufficient. If photographic ID is required, it will be specified in the T&Cís on your ticket confirmation email, in which case your passport or driving license will be required.

I booked tickets for the wrong date. Can I change them?

Please tell us about the issue on our contact form below and weíll check this for you.

I have booked tickets. Why havenít I received them yet?

Check that your order has gone through by logging in to your account and clicking ĎView my ticketsí. If it has, you will be able to retrieve your tickets there. Our email may have gone to your spam folder Ė you can avoid this in future by adding to your safe senders list. There is sometimes a delay between accepting and being issued with your tickets. If you havenít received them after 2 hours, please contact us using the form below.

The event I attended wasnít full. Why canít you issue more tickets?

Unfortunately, sometimes our members accept tickets but donít use them. We share your frustrations, and ask that members only accept tickets that they will definitely use and that they cancel them if their plans change. If you need to cancel, you can do so by following the link at the bottom of your ticket confirmation email.

Will the admin fees I paid be refunded if I cancel my ticket?

Admin fees are non-refundable. These fees cover the cost of setting up the show and making tickets available. If you cannot attend an event, please do cancel your ticket so that we can offer it to someone else. If you donít, seats will be left empty, which may cause issues with the venue and impact on what we can offer in the future.

Can you tell me what seat Iíll be in?

As with all ShowFilmFirst tickets, we give no guarantees as to where the seats will be and unfortunately we can't accommodate any special requests. Your tickets are allocated in advance by the venue and will be given to you on arrival. We would advise that the earlier you arrive, the more likely you are to be placed in the best seats.

How do I book an extra ticket for tonightís show?

Unfortunately, we canít add extra tickets to a booking once itís been made.

I clicked the ticket link in your email as soon as I received it. Why were there no tickets left?

Due to our large membership and some tickets being very limited, you may find that they get snapped up quickly. If anyone cancels, their ticket will be made available again via the ticket link we sent you, so itís worth checking back at a later date.


Early Alerts Service

What is EAS?

Our Early Alerts Service (EAS) is a subscription service for members who want to hear about our great deals before anyone else. We know that our best offers tend to get snapped up really fast, so EAS gives you a better chance of getting those coveted tickets before theyíre gone.

Application for EAS membership is currently closed.

I subscribe to the EAS. Why donít I receive ALL alerts early?

Some of our offers are given to us at the last minute, so we donít always have the time to notify EAS subscribers before we send out a general email. Whenever we get an offer in time, we notify EAS subscribers first.


Website and email issues

Why havenít I received any emails from you recently?

Please log in to your account to make sure that all of your contact details are correct and that you have opted in to receive emails from us. It could also be that our emails are going to your spam folder. You can add us to your safe senders list to avoid this. If your details are correct and our emails arenít in your spam folder, it may simply be that there havenít been any appropriate events in your area recently.

Why did my friend receive an offer for a show but I didnít?

It could be that the event was suited your friendsí preferences or demographic but not to yours, according to the information you provided us with when you signed up. You can change your preferences by logging into our site. If we have just a few tickets for an event that would appeal to a wide number of our members, or we have too many members that match the audience brief for a specific event, we run an automated selection process. This process ensures a fair, unbiased selection. It may be that our algorithm simply did not pick you on this occasion.

I have one of your ticket links. Why doesnít it work?

Links can only be used by the member that the invite was sent to. If the link was sent to you, please check that you are logging into our site with the same email address. If the link has been forwarded to you by someone else, you will not be able to use it.


PayPal issues

Iím having problems using PayPal. Can you help?

As you may know, PayPal is an entirely separate company and as such we canít offer any advice on issues you may have with their service. All of our payments are made through PayPal and unfortunately we cannot take payment via any other method. It may help to visit PayPalís own customer service portal here, where youíll find FAQs and contact details.


Business to Business

Iím a filmmaker or distributor. How do I find out more about SFF research screenings?

Please email us at for more information.

How do I contact SFF about offering tickets to my event?

Please email us at for more information.

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