If your question is not listed below, please get in touch.
How does 'on-demand' work?
It's simple! Browse the programme, select the content you wish to watch and hit the 'Get Access Now' button. You can then either pay the individual rental price for 48hrs of access or you have the option to buy an all-inclusive annual subscription or monthly pass.
If you have already purchased a 48h rental, subscription or pass, you will automatically have access, and will be able to simply press the play icon! There will be no prompt to 'Get Access Now' once you 'Sign In' with your registered details.
My live stream won't play!
If an event is featuring as a 'live stream' event and it 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.
Which browsers are supported?
While we recommend using the latest version of Google Chrome, we also support Firefox and Safari browsers 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 play back 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 an 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. Also please check that you have added in your postcode if prompted to do so. 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.
How do I cancel my recurring subscription?
Once signed into your account, you can cancel your recurring subscription by clicking My Account or Dashboard from the top navigation menu. Select Billing and locate your subscription plan at the bottom of the page. Click Change Plan and Cancel Membership. Your membership will be cancelled and your access will be removed at the end of your current payment period.
What are the purchase options and what do they include?
There are three options for you to purchase our content:
Individual Rental (from £3.99)
Access any of our content whenever you like for as little as £3.99, Rental lasts for 48 hours and starts from the time of purchase. To rent a title locate it in our catalogue and then hit the 'Get Access Now' button on the player and select the rental option.
Month Pass (£36.00)
Unlimited access to all of our available content for 30 days. Month passes start at the time of purchase and can be used to access our content for a short period. At the end of this period, you will be sent an email with an option to upgrade to an Annual Subscription at a reduced fee.
Annual Subscription (£96.00)
Absolutely everything that is currently on the Kendal Mountain Player - all the Films, all the Literature Sessions, all the Specialist Sessions and all the Speakers - hours and hours of the best adventure content all in the comfort of your home. Please note that an Annual Subscription will also include access to most elements of our live 2022 Festival. Full details of which 2022 Festival films will be available to view online will be announced closer to the time. Festival films available to watch on the Player are dependent on each film's distribution rights. The next Online Festival is 17th - 27th November 2022.
Subscriptions will renew automatically until cancelled in your account.
Prices include all fees and VAT.
Do I have to buy a subscription for every member of my family?
Absolutely not - now the whole household can enjoy the adventure under one pass or subscription. However, please note that each account will be limited to 3 devices.
Can I buy individual items?
Yes of course! Each Film Programme, Literature Session, Specialist Session, Speaker and stand-alone events are available as an individual rental for 48 hours. Rental prices start from £3.99 and the 48 hours starts at the time of purchase.
Can I upgrade my month pass to an annual subscription?
Yes, we will email everyone at the end of their month pass to see if they wish to turn it into an annual subscription using a unique code, look out for the email towards the end of your 30 days.
Can I get a refund on my pass or subscription?
Refunds will only be available on passes or subscriptions that have not been used to access any content. As soon as you access any content (regardless of length) with your account we can no longer consider you for a refund. Cases will be reviewed individually.
Will it be the same code to access all the 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.
How do I apply a discount code to my order?
You can apply discount codes on the last page ("complete order" page) of any order. After you click "Get Access" to you chosen content and select your way to access; subscription, pass or rental. Or you have followed a link to a product on our pricing page. It will ask you to create an account, or log in using the link if you already have an account. Then it will ask for payment and offer you the chance to enter your discount code on the right hand side. If the order comes to £0 no payment details will be needed.
If you are having trouble please check the conditions for the offer you are trying to apply, It may not include the content you are trying to access.
Gift Card Questions
Can I 'gift' the Player?
Yes. We have gift cards available to buy online. You can choose to gift a suggested amount 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 choose a suggested amount, 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 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 Player, you can redeem your gift card here.
What are the 2022 dates of the Festival?
The live Festival in Kendal will take place Thursday 17th November - Sunday 20th November 2022.
The online Festival launches on the evening of Thursday 17th November until Saturday 31st December.
Will all 2022 Festival content be released online?
While we can't capture every unique moment that happens at the Festival, we will be recording all major sessions, speaker events, literature talks and even some bonus basecamp content for you to enjoy, online throughout the year. Some of the Festival selection films will only be available at the Live Festival and some will have limited screening time on the Player. We will endeavour to announce these in advance although access to films are subjected to change depending on distribution rights. Live events that were recorded at the Festival will remain online for you to enjoy throughout the year.
What previous Festival content is available online?
All the speaker sessions/talks from the 2020 & 2021 Festivals (that we have permission to screen) are available.
We have now added film collections that include new films along with the earlier Festival films that we have been given permission to screen, this includes over half of the films that were screened at the Festival in 2021.
We will also be adding in more film content each month.