Frequently asked questions and contact

We are confident that most frequently asked questions are listed in the appropriate sections below, so please do check before contacting us, as you are unlikely to receive a reply if your question is already answered here.

About SFF

Joining, Updating and Rules ...

I've applied for membership. How long does it take to join?

Membership is now closed. In some areas we have a full quota and will hold new applications on a waiting list. If your application is accepted, you should hear from us within 30 days.

How do I update my preferences/genre choices in my profile?

Simply login to www.showfilmfirst.com and view your profile to check that your details are correct and up to date.

How do I find out more about SFF Research Screenings for filmmakers and distributors?

Please email us directly at Research@showfilmfirst.com for more information.

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

Please email us directly at Enquiries@showfilmfirst.com for more information.

I have unsubscribed in error. What do I do?

Unfortunately, we do not hold your details on our database once you have unsubscribed. You will need to visit the site and re-apply for Membership.

Why are you asking me to opt in?

You will be removed from our lists if you havenít opted in. We have to update our database to comply with new legislation and we won't be able to send you any more invitations or offers if you donít opt in. Opt in here if you want to remain in touch.

Tickets

Just the ticket...

When I went to cinema it was not full. Why can't you issue more tickets?

Actually we do share your frustration and if we could think of a way to ensure people turned up, we would be very happy! Unfortunately people do apply for tickets but don't always use them. To try and avoid this problem, we would really appreciate that you only apply for tickets when you can actually use them.† If you cannot make a screening, simply cancel by following the link at the bottom of the ticket confirmation email.† This releases the ticket for another member.

I've received an invite but when I try to redeem it I see a message saying this is for invited guests only.

The invites can only be used by the member that the invite was sent to. Please check you are logging in with the same email address that the ticket was sent to.

I received an invite but can't find code.

If you are sent an invite to an event, you will not receive a separate Ďcodeí.  There will be a link in the invite which takes you straight to the booking page

www.showfilmfirst.com/vin/xxxxxx

or it may be

www.weticketit.com/seeitfirst.com/xxxxx

We recommend that you log in to your Show Film First account first and THEN click the link we have sent you - this will take you to the show's booking page without redirecting you.

If you cannot click direct from the link, simply copy the link and paste it into your browser.

If you are still having problems booking please get in touch.

As always, you need to be quick as tickets go fast!

The link I used says: Tickets already redeemed

Links are one use only. If you, or someone else, has already used this link it cant be used again. Links cannot be shared.

I have cancelled my ticket - can I have a refund?

The admin fee you paid is non-refundable. This covers the cost of setting up the show and making tickets available. If you can't use the ticket, please do cancel. The reason we get tickets is to fill seats - if you donít go we will not have fulfilled our quota and this causes issues with the venue.

Why should I cancel tickets if I dont get a refund?

Our admin fee covers the setting up and providing of tickets. The reason we have tickets is to ensure that seats are filled. Members that take tickets but do not use them, or cancel, will have membership revoked.

I have paid for my tickets, why is it still 'first come first served'?

The fee that you have paid is an administrative fee, not a ticket fee. As such, our tickets remain on a 'first come first served' basis, but it is VERY unlikely that you will not gain admission. In the unlikely event of you not gaining admission, due to circumstances beyond our control, the admin fee WILL be refunded.

I want to book ticket's for tonight's show - the site says they are still available but it won't let me book them.

Sorry, but we have submitted the guest list for this show, so tickets are no longer available. FYI, we usually submit our guest lists on the morning of events, or on Friday for weekend events. Tickets will only be available until the day before.

I need an extra ticket for tonight's show.

Sorry but we cannot add to this booking.

I have booked more than one ticket. Can I guarantee that we will all be seated together?

Although generally the venues do try and ensure guests are seated together, particularly in pairs, we cannot guarantee that you and your guests will be seated together.

Can I change the name on my ticket?

Unfortunately we cant make changes to tickets/guest lists.

I need to change the name on my ticket for tonight's show.

Tickets cannot be issued or changed on the day of event, as guest list is finalised 24 hours in advance.

I booked tickets for the wrong date, can they be changed?

Please use our contact form and we can check this for you.

I tried to book when I received the email you sent me but all the tickets have already gone.

We do have a very large membership and tickets can go fast. If anyone cancels their tickets, they will be made available on the link we sent you, so it worth checking again.

I have paid for my tickets but haven't received them.

Have you checked your Spam folder? Sometimes our emails get redirected there. You can check the order has gone through and retrieve your tickets by logging into your SFF account. Full instructions on how to do so can be viewed here:

http://www.showfilmfirst.com/pdf/SFFTicketDownload.pdf

There is sometimes a delay between payment and receipt of tickets, but if you still do not have them after 2 hours please contact us.

I cannot print my tickets, can I show them on my smartphone?

Whilst we are happy to accept tickets on smart phones, unfortunately not all venues are, so it is always best to have a printed copy of your ticket.

If you have paid an admin fee for this show, the box office will have a guest list but, as always, admission remains at the venue's discretion.

You can try using your smart phone as your ticket but please be aware you may get turned away. Itís up to you whether you want to take that risk.

I'm trying to book tickets but the venue I want to book for isn't listed!

When a location no longer appears as an option it means all the tickets for this venue have been allocated. If anyone cancel their tickets, however, they will become available on the link we sent you.

I have reserved tickets for this show. Can you please tell me what seats I am 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 the venue will be filling the best seats first.

What ID is acceptable?

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

I am disabled, will I be given disabled seats?

Unfortunately, SFF cannot guarantee accommodating any personal requirements or accommodating any special needs. The ticket concessions that SFF are able to offer are dependent upon the limited number of seats available for a specific event on a specific evening, which we make very clear in the terms and conditions of the offer. The concessionary tickets offer great value and more than compensate for the lack of flexibility. We specifically advise that the seats allocated to SFF for their members cannot be changed. The ticket concessions that are made available are reliant upon a relationship of goodwill between theatre managements and SFF and for that to be maintained it is essential we adhere to the conditions and we have no ability to make exceptions.

EAS

Early Alerts Service

What is EAS?

EAS stands for Early Alerts Service. It is where, when time permits, we will notify EAS members first about shows, films or events. A bit like Speedy Boarding on Easy Jet! For more information, including how to join, please see https://www.showfilmfirst.com/EAS.php.

Why dont I receive ALL alerts early?

Sometimes our offers are given to us very last minute, such that we don't have the option to send an early alert before a general email. When we do have time, we will alert EAS members first.

Technical

Website/password issues

The link you sent me doesnít work.

The invites can only be used by the member that the invite was sent to. Please check you are logging in with the same email address that the ticket was sent to.

I have not received any offers recently.

Please log in to your account and check all of your details are correct - in particular the postcode. Please also check that we are on your safe senders list for your email account, otherwise our emails may be redirected to your Spam folder. It may simply be that there haven't been any appropriate films or shows in your area recently. Please also check that you are opted-in to receive our emails.

My friend sent me a copy of offer for a show but the link doesn't work.

Links are not transferable and will not work if passed on. Invites are sent based on several criteria, and offers and invites are not transferable.

My friend got an offer for this show but I didn't - why?

If we have just a few tickets for a film that would appeal to a wide number of our members, or we have too many members that match the audience brief for a specific film, we run an automated selection process. It may be that our algorithm simply did not pick you up on this occasion. This automatic selection process ensures a fair, unbiased selection.

I am having problems with my credit card and PayPal.

Showfilmfirst do not take any credit card or other payments - all are made through PayPal. As you know, PayPal is a completely separate company and we do not have any details on how payments are made to them. Please do check the issue with PayPal and report a fraud case to them if that is appropriate.

PayPal

PayPal problems

I have paid for my tickets but haven't received them.

Have you checked your Spam folder? Sometimes our emails get redirected there. You can check the order has gone through and retrieve your tickets by logging into your SFF account. Full instructions on how to do so can be viewed here:

http://www.showfilmfirst.com/pdf/SFFTicketDownload.pdf

There is sometimes a delay between payment and receipt of tickets, but if you still do not have them after 2 hours please contact us.

I am having problems with my credit card and PayPal.

Showfilmfirst do not take any credit card or other payments - all are made through PayPal. As you know, PayPal is a completely separate company and we do not have any details on how payments are made to them. Please do check the issue with PayPal and report a fraud case to them if that is appropriate.

B2B

Business to Business

How do I find out more about SFF Research Screenings for filmmakers and distributors?

Please email us directly at Research@showfilmfirst.com for more information.

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

Please email us directly at Enquiries@showfilmfirst.com for more information.

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