FAQs

If your question is not listed below, please get in touch.

Festival Questions

What are the dates of the Festival?

Thursday 19th November - Thursday 31st December 2020

The online Festival launches on the evening of Thursday 19th November for 10 days of live broadcasts and carries through with catch up on-demand until Thursday 31st December.

Will there be a live Festival in Kendal town centre?

No. We really hoped to, but the health and safety of our Festival-goers, volunteers and extended team is paramount. With the constant-changing Government guidelines, bringing people together on the ground this year, is simply not possible.

Will all content be released on Thursday 19th November?

Not everything will be available from the Thursday but there will be plenty for you to enjoy from the start with live events scheduled to be broadcasted daily and new content added throughout the 10 days.

When is the Film and Literature programme available?

This will be available for you to download, print or have posted to you the w/c 9 November.

For printed copies, we are asking for P&P only at £2, you can purchase through the website. Signup to the newsletter and we can alert you when the programme is available.

How will you record live sessions during lockdown?

The recording of live shows and sessions is permitted to continue to take place throughout the phase 2 lockdown under government Covid-19 guidelines, in England.

The safety of our team and the extended Festival team is paramount. Using the guidelines provided by the Government for the Department of Digital, Culture, Media & Sport we are adhering to working safely within these recommendations and restrictions.

The stage and filming area has been designed for all presenters and speakers as well as production teams to be positioned 2 metres apart. We have limited the amount of ‘backstage’ support members on-site, and face coverings are worn at all times, except when those on stage are live-to-camera. This does also mean we will not be inviting any audience members to attend and participate within each of the sessions. We will be using virtual platforms where possible to avoid unnecessary travel.

Will there be a Basecamp?

If you love our usual Basecamp experience with its mixture of free lectures and the chance to check out new kit, meet athletes and take part in competitions, don’t worry.

Our Virtual Basecamp will be up and running, bringing you a truly interactive experience featuring all of the above in the digital realm. The only thing that’ll be missing is the bar; you’ll just have to head for the fridge...

Ticket Questions

What do the passes include?

There are three options for you to purchase at an amazing price:

Film Pass (£37.50)Access to all our curated film collections, interviews from filmmakers and film premiers plus the legendary Film Awards Ceremony.

Literature Pass (£37.50)Access to all our Literature Sessions (over 30) of writers, authors, poets and artists in a programme that includes highly anticipated book launches, lively debates and lectures, including the prestigious Boardman Tasker Award for Mountain Literature.

Festival Pass (£96.50)Absolutely everything - all the Film Programmes, all the Literature Sessions, all the Specialist Sessions and all the Speakers - hours and hours of content including live screenings and on-demand, all in the comfort of your home.

Prices include booking fee and VAT.

Do I have to buy a pass for every member of my family?

Absolutely not - this year the whole household can enjoy the Festival under one pass. However, please note that this will be limited to one viewing device at a time.

Can I buy individual tickets?

Yes of course! Each Film Programme, Literature Session, Specialist Session, Speaker and stand alone events are available to purchase as an individual ticket and you can gift them to others too!

Will ‘Best of Kendal Film’ be included In the Film Pass?

All the Best of Kendal Films will be part of the film programme so once the award wining films have been announced you will be able to search the Film Programme to catch up on any of the winning films you haven't managed to watch.

Buying a Film pass and a Literature Pass is cheaper than a Festival Pass. Why should I buy a Festival Pass?

The Festival Pass is amazing value (it would cost over £500 if you bought every ticketed event individually) as it also includes unlimited access to all the speaker session and specialist nights - ticketed at £10.75 each. Plus the full Film Programme and all the Literature events. You will also have until the 31st December to catch up on everything through on-demand. Perfect for those long winter nights ahead.

Please note that the Secret Sessions are not included in the Festival Pass and will be ticketed separately.

Can I upgrade my film or literature pass to a full pass?

Yes if you wish to upgrade either your film or literature pass to a full festival pass, use the link below to upgrade to a full festival pass and just pay the difference.

Can I get a refund on my early bird ticket?

Refunds will be available on all passes up to Thursday 19th November.

If I buy a Festival, Film or Literature Pass, will it be the same code for all content?

There are no codes, buying a Festival, Film or Literature pass will unlock the content you have selected on your registered account. So long as you are logged in, you will be able to watch all the content included with the pass package. You will only be prompted to purchase content that isn't included within your selected pass.

Gift Card Questions

Can I "gift" the Festival?

Yes. We have gift cards available to buy online. You can choose to gift a Film Pass, Literature Pass, Full Festival Pass, or set a custom amount to spend on our specially curated content!

Do I need an account to buy a gift card?

You will be asked to make an account for billing purposes, from there you can use your account to buy gift cards for others, or treat yourself.

Can I choose the value of a gift card?

You can purchase a gift card for a Film Pass, Literature Pass or Full Festival Pass, or gift any amount by entering your preferred amount in the "custom amount" box.

Can I buy multiple gift cards?

Yes, please do! You can go back and buy as many gift cards as you like on the same account. You will receive an email for each one, containing the gift card code and instructions that you can forward on to your recipient or print out and pop in a card.

How do I redeem a gift card?

If you have been lucky enough to receive a gift card for the Festival, you can redeem your gift card here.

Playback Questions

My live stream wont play!

If your live stream doesn't start automatically when the countdown timer ends. Try refreshing the page.

If this doesn't work make sure you have hit the play button on the player to ensure it is not paused. Also, check you are logged in and have access to the content, you will be prompted to purchase a ticket if you do not have access. 

If in doubt refresh your browser again and the live stream will resume where it left off. 

How long is the 'on-demand' content available for?

On-demand and catch-up content will be available for you to watch until 31st December 2020.

How does the live stream work?

If you would like to only access a specific event (rather than purchasing a pass that provides access to all the content), you will be asked to pre-register for the selected live-streamed event by buying your ticket in advance. The stream will start at the designated time. With a pre-purchased pass, you just log into your account to prepare for the viewing.

If you are a little late 'arriving' at the session you will be able to start watching when you join in however you won't be able to catch up from the beginning Your ticket, however, will include the catch-up which will be made available the day after the Live event finishes. We will also be sending a few reminders directly to you to ensure you don't miss the event!

How does 'on-demand' work?

It's simple! Browse the Programme, select the content you wish to watch and hit the 'get access' button. You can either pay for the individual ticket (£5.50) or you have the option to buy an all inclusive Festival, Film or Literature pass.

If you have already purchased a Festival, Film or Literature pass, you will automatically have access, and will be able to simply press 'play'! There will be no prompt to 'get access' once you login with your registered details.

I don't have a computer/screen/TV - How can I get involved in the Festival?

We can bring the spirit of Kendal Festival to you!

Keep up to date on the Tours webpage with the Theatre, Cinemas and Live venues dotted around the UK hosting The Festival’s curated film and exciting speakers.

Which browsers are supported?

While we recommend using the latest version of Google Chrome, we also support Firefox and Safari browser released within the last five years. You may experience playback issues when using an out of date browser or any version of Internet Explorer.

We have also learnt that there are some problems with Chromecast casting from iPhones and iPad to TVs and have been given this suggestion: Download ‘webcast’ a free app, enter the link to the Kendal Mountain Festival website and it should cast fine to your TV.

Can I watch content if I live outside of the United Kingdom?

Yes! We have no plans to limit any of our live events or film collections to the UK so you can access this content from anywhere in the world.

My video does not playback smoothly. How can I fix this?

Video playback depends on several factors. To improve your playback experience, make sure you have a fast, stable internet connection. We recommend using the most recent version of Chrome, Firefox, or Safari. You may experience playback issues with outdated devices and browsers.

Can I watch videos using Chromecast and AirPlay?

Yes!  Both Chromecast and Airplay are compatible with our site.

To use Chromecast: Locate the Chromecast icon in the bottom right corner of the video you want to cast. Click the icon and select the correct Chromecast from the pop-up in your browser.

To use AirPlay on an apple computer: Locate the Airplay icon in the bottom right corner of the video you want to cast. Click the icon and select the correct Airplay device you want to play the video on.To use AirPlay on an IOS device: Open the video on your apple device and click the AirPlay icon in the bottom left corner.

Can I watch content on tablets and mobile devices?

Our platform has been set up to watch directly on a laptop or computer or streamed through to your TV. Tablets or mobile devices are supported but there are some known issues on some devices that we are unable to rectify, especially Google Chromecast on iPads and iPhones.If you want to share the experience on the big screen, we are compatible with both Google Chromecast and Apple Airplay to stream to many compatible smart TVs. You can watch via the web browser on your TV or connect your laptop to the main screen via a HDMI cable.

Can I watch videos on my phone or tablet without using an app?

Yes. Our website adapts to phone and tablet browsers so you can watch our content anywhere!

Billing and Account Questions

How do I reset my password?

Click the link below, enter the email associated with your account, and click Send Instructions. The instruction email will arrive in your inbox shortly. In the instruction email, click Reset Password and you will be directed to select a new password before being redirected to the catalogue page.

How do I change my password?

Once signed into your account, you can change your password by clicking My Account or Dashboard from the top navigation menu. Select Password and update your password. 

How do I update my billing information?

Once signed into your account, you can update your billing information by clicking My Account or Dashboard from the top navigation menu. Select Billing and update your billing information.

My credit card is being declined. Why is that?

Some credit/debit cards have online purchase restrictions. If your card is being declined, please contact your credit card company to let them know the purchase you would like to make is valid. Also, certain credit/debit cards do not allow for recurring subscription billing, and therefore, may be denied.

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© Kendal Mountain Festival 2020
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