FAQ

Please check whether you have received an order confirmation email. It may take up to one hour for this email to reach you.

Unfortunately it is not possible to cancel tickets once they have been booked.

The organisers do not permit the exchange, changes in bookings or cancellation of tickets. You are explicitly informed of the binding nature of your order during the ordering process.

Ticket orders are not subject to the German Distance Selling Act. Paragraph 312 b Section 3 No. 6 of the German Civil Code stipulates that the Distance Selling Act does not apply to contracts regarding the provision of services in the field of leisure activities. This means that a two-week right of cancellation and return is ruled out.

For more information on this, please also refer to our Standard Terms of Business.

Most of the films shown at the Berlinale have not yet been issued with an FSK age-restriction certificate. This means it cannot be determined for which age groups the films are suitable and thus a blanket age rating of 18 years applies (with the exception of the Berlinale Generation section). This is to ensure the protection of children and young people and is a legal provision of the German Youth Protection Act. If a film already has an FSK certificate, age-dependent access can be granted.

Payments can be made by credit card (Mastercard, Visa, American Express), Click to Pay, Wero, PayPal, Apple Pay and Google Pay.

Please note if paying by credit card:

After you have entered your credit card details on this page, you will be taken to a page from your bank with a security check if your bank supports 3D Secure. This security check varies from bank to bank. You may also need to have your credit card activated for 3D Secure (MasterCard SecureCode / Verified by Visa) or have your data stored in a corresponding banking app.

Once you have successfully passed the 3D Secure security check, your credit card payment will be completed and you will be directed back to the purchase confirmation page of our webshop.

If you have any questions about 3D Secure or if there are any problems with the security check, please contact your bank. Unfortunately, it is not possible to shop on our website without 3D Secure.

3D Secure is a globally accepted security standard for online trading. It has been developed by credit card providers to make credit card payments on the internet secure. The 3D Secure process is intended to ensure that it is actually the legitimate credit card holder who is making the online payment. More and more banks are using this process.

How does 3D Secure work?
3D Secure requires a two-factor authentication process to approve a payment. By assigning a password, it is possible to ensure that only the legitimate credit card holder can make payments – entering the credit card details alone is not sufficient. The password is only known to the credit card holder and the bank and is entered into an input window on a website controlled by the bank during the ordering process. This prevents password theft by the process known as “phishing”. The first time you pay with your credit card using the 3D Secure process, you will be asked to assign a password in the bank’s input window or in a banking app. Use this password for future purchases by credit card using the 3D Secure process. Whether or not authentication has to be carried out every time using the 3D Secure process depends on the procedures of the respective card-issuing bank.

How can I activate 3D Secure?
You can register for the 3D Secure process with your card-issuing bank. To do this, log on to your online banking website or a corresponding banking app or contact your bank for further assistance.

Does my credit card already support 3D Secure?
To find out if your bank already supports 3D Secure, please ask your bank.

What does 3D Secure cost?
3D Secure is free for the credit card user. You can obtain further information from your bank.

Where can I get more information about the 3D Secure process?
The German Federal Office for Security in IT has drawn up a detailed brochure about all aspects of e-commerce payment procedures.

If you have been unable to find what you are looking for on our help page, we will be happy to answer your questions by email at kundenservice-berlinale@eventim.de.

At the end of the ordering process, you can download your ticket and you will also receive an order confirmation email with the relevant links. You can access the ticket again at any time in our webshop by clicking on “My orders”.

ticketdirect / mobile ticket

Your mobile ticket contains all the necessary information about your booked ticket and is only valid when shown with the credit card you used during the ordering process or an ID card. The QR code must be shown on your mobile device upon entry. Printing the ticket is possible but not necessary. Please ensure that your mobile device is sufficiently charged when showing the QR-Code at the entrance. During the ticket checking process, please ensure that the QR code is fully displayed with the backlight activated.

The “Sold out” message means that the available ticket quotas are currently sold out. However, we make every effort to obtain new quotas. It therefore could be worthwhile to check the website regularly. This message will also appear when there will be no more tickets becoming available.

You can use the "Forgotten Password"-function to have your username and a link to change your password sent to you by email. Please use the email address that you provided when you registered.

You can change your password in your EVENTIM account.

The protection of your personal data is very important to us. We therefore only collect the data that is needed to process your ticket order. This data will only be passed on to third parties if this is absolutely necessary for the fulfilment of your ticket order.

You can find detailed information in our data protection declaration.