If you are having trouble streaming, logging in, or navigating our website you have come to the right place. Please see a full list of frequently asked questions below. Can’t see the answer to your question below? Simply ask the little blue Help Widget in the bottom left hand corner of your browser, and a member of our team will be in touch as soon as possible.

Account and Login issues

If you have an existing account with one of our cinemas and you remember your password, you will be able to directly login and start using the At Home platform HERE. If you can’t remember your details, or you don’t yet have an account with one of our cinemas you can create a free account, or sign up to be a member.

Customers of the Ritz Cinemas, Randwick - Create a Free Account, or become a Ritz Royalty member HERE If you can’t remember your password or account details head HERE.

Customers of the Cameo Cinemas, Belgrave - Create a Free Account, or become a Movie Club Member HERE. If you can’t remember your password or account details head HERE.

Customers of the Classic Cinemas, Elsternwick - Create a Free Account, or become a Movie Club Member HERE. If you can’t remember your password or account details head HERE.

Customers of the Lido Cinemas, Hawthorn - Create a Free Account, or become a Movie Club Member HERE. If you can’t remember your password or account details head HERE.

What happens if I forget my password?

Simply click Forgot your password on the Sign In page, enter the email address you used when you created an account and a link to reset your password will be sent to you.

Navigation Issues

The website won’t let me swipe across to see more films in a collection. What can I do?

In the event that your browser won’t let you swipe across and see films in a collection, please drag the collection across by clicking and dragging.

How do I see which films have subtitles/closed captions?

You can check what subtitles/closed captions a film has by clicking into the film and scrolling down to the subtitle section. If there is a film that you are interested in that does not yet have closed captions loaded on, please get in touch with us via the blue help button in the bottom left hand corner and we will do our best to source it for you.

What is the difference between buying and renting a movie on the At Home platform?

Renting – when you rent a film, you have 14 days to watch it on the At Home platform. Once you press play on the film, your download will expire within 48 hours, so make sure you only press play once you are ready to watch the film. The film can be viewed as many times as you like in that 48 hour period.

Buying – when you purchase a film on the At Home platform the film is yours to watch as many times as you like on the At Home platform. The film will sit in the My library section of our website, which you can access in the top left corner of the webpage.

Technical Issues

Do you have a Smart TV/Mobile App?

We are in the process of developing our Smart TV/Mobile App currently. In the meantime, to get At Home up on your TV we recommend the following methods: - ChromeCast (From Google Chrome browser) - Apple AirPlay (if going from iPhone/Apple device to Apple TV) - Screen Mirroring - Smart TV web browser - HDMI cord from a laptop to TV

If you are having trouble with any of the above methods, please get in touch with our support staff via the blue help button in the bottom left hand corner of your browser, and a member of our team will be in touch with you as soon as possible.

What are the system requirements?

You can watch on PCs running Windows 7+, and Intel-based Macs running OSX 10.12+. You can also watch on Android tablets and phones using Chrome and on iPhones and iPads using Safari. You will need a broadband or fibre internet connection - dial up will not work. You’ll find a complete list of requirements below.

What are the requirements for Windows computers?

Windows 7, Windows 8.1 or Windows 10.
Google Chrome, Firefox, Microsoft Edge, Internet Explorer or Opera. We recommend using the latest version of your browser as earlier versions may not be supported.
Internet Explorer on Windows 7 is no longer supported.
You will need a broadband or fibre internet connection - dial up will not work.

What are the requirements for Mac computers?

MacOS 10.12 or later.
Google Chrome, Firefox, Safari, or Opera. We recommend using the latest version of your browser as earlier versions may not be supported.
You will need a broadband or fibre internet connection - dial up will not work.

Can I watch content on my iPhone/iPad?

Yes, you can watch content using Safari and this requires iOS 11.2 or later. We recommend using the latest version of your browser as earlier versions may not be supported.

Can I watch content on my Android Device?

Yes, you can watch content using Chrome and this requires Android 6.0 or later. We recommend using the latest version of your browser as earlier versions may not be supported.

I can’t stream any of the content, what’s going on?

Check your minimum system requirements above. We recommend that you update to the latest version of your browser.
We use adaptive bitrate streaming which means the streaming quality will automatically adjust based on your internet speed. For High Definition (HD) streaming we recommend VDSL, cable or fibre connections as we cannot guarantee consistent HD streaming on ADSL.

Why does video playback stall or not play smoothly?

If your internet connection is poor or inconsistent you may experience problems during playback.

What devices can I Chromecast from?

You can Chromecast from a Chrome web browser on PC and Mac computers as well as Android devices.

I am having issues using Chromecast. Can you help?

While our Smart TV App is still in development, ChromeCast is one of the best ways to get At Home films onto your TV. You can Chromecast from a Chrome web browser on PC and Mac computers as well as Android devices.. If you are using an Apple device such as an iPhone or iPad, we would recommend other methods such as AirPlay or Screen Mirroring, or casting from a different device.

If you have issues ChromeCasting from an Android phone to your TV, CLICK HERE for an in-depth tutorial.

If you are having issues ChromeCasting from a laptop computer to your TV, CLICK HERE for an in-depth tutorial.

If issues persist, make sure you are using the latest version of Chrome as earlier versions may not be supported.