FAQs

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

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 content available for?

Most Festival catch-up content will be available indefinitely unless a speaker has requested otherwise. On demand films will vary depending on agreements with filmmakers and we will add and change films as often as possible to make sure there is plenty of fresh content for you to watch.

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 the individual rental price 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 'play'! There will be no prompt to 'get access' once you login with your registered details.

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.

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.

Ticket Questions

What are the purchase options and what do they include?

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

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 catalog 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 content new and old for 30 days. Month passes start at the time of purchase and can be used to access our content for a short period, particularly useful if you just wish to catch up on the latest Festival releases and live events in November.

Anual Subscription (£96.00)
Absolutely everything - all the Film Programmes, 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, annual subscriptions give you permanent un-restricted access to everything we release. Subscriptions will renew automatically until canceled in you 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.

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 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 Player, you can redeem your gift card here.

Festival Questions

What are the dates of the Festival?

The live festival in Kendal will take place Thursday 18th November - Sunday 21st November 2021.

The online Festival launches on the evening of Thursday 18th November for 10 days until Sunday 28th November. Festival selection films will only be available for the 10 days, before being replaced with new curations on the player. Festival event catch up will remain online for you to enjoy throughout the year.

Will there be a live Festival in Kendal town centre?

Absolutely! Now we are able to safely run events again we plan on returning with a live Festival in November, to bring you all the event you know and love. There will however be some changes to help us keep you all safe during your visit, so please head over to our Festival Site for full details on what is changing.

Will all 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.

When is the Festival content available online?

The Festival Film selection will be online to watch from 6pm on Thursday the 18th of November.

Catch up of all festival events will be released within 24 hours of the event finishing. So check back the next day and catch up on those sessions you couldn't quite make.

Will there be a Basecamp?

The return of a live Festival means the return of our famous Basecamp. This year, one of the changes we will be making is to our basecamp, it will be bigger and better than ever, whilst moving venues to allow us to deliver a safer experience for everyone. Head over to our festival site for full details.

© Kendal Mountain Events ltd. 2021