General

How does it work?

Start by creating an account or signing in to browse our full catalogue. To watch a film, you can either click “Buy” or “Rent.” You will be prompted to enter your credit card number in the pop-up window. If you have a promo code, it can be entered in this window as well. You will be emailed a link on your rental details and your film will appear at watch.neonrated.com as long as you are signed in.

How can I watch from my TV?

You can use Chromecast to watch on your TV with Chromecast built in or with a Chromecast dongle, or use AirPlay to watch on your Apple TV. You can also connect an HDMI cable from your laptop/desktop to TV. If Airplaying via Mac, we strongly recommend using Safari. Roku and FireStick are not supported. Mirroring is not supported. Chromebook is also not supported due to lacking the DRM support required. If you do not see the Chromecast button on your player window, see here for troubleshooting.

Can I watch NEON Digital Store films anywhere in the world?

No, only those living in the U.S. or U.S. territories (Puerto Rico, U.S. Virgin Islands, Guam, American Samoa, Northern Mariana Islands) will be able to watch films on the NEON Digital Store. Exceptions may apply.

Can I share my NEON Digital Store account with a friend?

No. Your account is unique to you. A friend must create a new account and purchase a rental to watch on their devices. If a user shares their account, their account will be revoked and purchases will not be refunded.

I just purchased a film, but did not get an e-mail confirmation. Did my purchase go through?

If it has been 24 hours and you haven’t received a confirmation, please contact virtualcinema@neonrated.com.

Where can I view other NEON titles?

We are currently only offering TOTALLY UNDER CONTROL, but please check back in the future for more titles!

Account Management

How do I create an account/log in?

In the top-right corner of the Digital Store, click Create Account and follow the onscreen prompts. You can review or update your account again by clicking your name and selecting My Account from the drop-down menu.

Do I need an account to rent or purchase a film?

Yes.

How do I change/reset my password?

In the top-right corner of any page, click your name and select My Account from the drop-down menu. Next to your current password, you have the option to change it. If you have forgotten your password and need to reset it, click Sign In and then Forgotten Your Password? You will be emailed a link to reset your password.

Rentals and Purchases

How long do I have to watch my rental?

Once you’ve rented a film and it becomes available, you have 30 days to watch it. Once you press play, the watch window begins and you have 72 hours to watch the film as many times as you like.

Can I start a film and come back to it later?

Yes, rentals can be paused and resumed within 72 hours of pressing Play.

If I start a film that expires in less than 12 hours, will I still have access to it for the full 12-hour window?

You can still watch a film for the full 12-hour window, as long as you do not close the browser window.

Can I view the film’s Bonus Content after my rental expires?

No, all content related to your rental is only available within the rental period.

If I buy the film, will I continue to have access to the Bonus Content?

Bonus Content will not be available once a rental expires. If you buy a film, then the Bonus Content will continue to appear at the bottom of the film page.

Can I rent a film that is available at a future date?

Yes. You can pre-order it now, but you won’t be able to watch it until the day it’s listed as available.

How much does a film cost to rent?

The rental price of TOTALLY UNDER CONTROL is $5.99, and the purchase price is $9.99.

Is it possible that the film will be ‘Sold Out’?

No.

What is your refund and exchange policy?

You may cancel a pre-order within 24 hours of the film’s start date, or within 24 hours of initiating your rental.

I’m getting an error message that the film is not available in my country, but I’m in the U.S. What’s going on?

It may be that you’re using a VPN (Virtual Private Network), which masks your IP address. Sometimes VPNs make it appear as though you are in another country. All of our films are geo-blocked so that they are only available to IP addresses in the U.S., so you’ll need to turn off or modify your VPN before proceeding.

I’d like to test playback before I rent a film. Can I do that?

We encourage that you view the trailer to test playback through our Digital Store.

If I purchase the film, can I download it for my own personal access?

No.

Can I save my payment information?

No. Credit card information cannot be stored.

Navigation

How do I locate films I rented before they were available to view?

Films that you have already paid for are located on watch.neonrated.com once you’ve signed in, or by clicking on “Watch Now” in your ticket receipt email.

Is there a cap on the amount of registered devices for my account?

Our site supports two concurrent streams per account.

Is there any bonus content that comes with my rental?

Some titles may include bonus content like introductions or Q&As with filmmakers. To watch them, click on a title and scroll down to “Bonus Content.” We are partnering with select businesses and organizations to participate in the release of TOTALLY UNDER CONTROL – their unique URLs will feature exclusive Bonus Content. Please note that you must purchase the film through their URL in order to access this content.

Accessibility

Is closed-captioning available?

Yes.

How do I enable closed-captioning on my rental?

You can enable closed-captioning by clicking on the “CC” button in the lower-right corner of the player and enabling captions.

Technical Information

What are the system requirements?

You can watch on PCs running Windows 7+ and Intel-based Macs running macOS 10.12+. You will need a broadband or fiber internet connection––dial-up will not work. You’ll find a complete list of requirements below.

What are the browser 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.

What are the browser 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.

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 fiber connections as we cannot guarantee consistent HD streaming on ADSL.

I’m getting a black screen when I try to play my rental. What can I do?

Please ensure your system meets the minimum requirements. As an anti-piracy initiative, our Digital Store platform will not work if you have a video sharing program open. Please make sure you have completely closed down all applications that have the ability to record your screen. This includes, but is not limited to Zoom, Google Hangouts, Facetime, or any other screen recording programs. If you were hoping to join a friend virtually to watch a film together, please ensure that neither of you are using one of the above devices from the same device you are streaming your film from.

Why does video playback stall or not play smoothly?

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

Promo Codes

I received a promo code, but didn’t enter the code when making my rental payment. Can I have it retroactively applied?

No. Our system does not support partial refunds.

Can I give my member promo code to my friends?

Please do not. The promotional code you received is a benefit that doesn’t provide unlimited views. Use the code responsibly – you may prevent someone from rightful redemption.

I received a promo code, but it doesn’t appear to work.

Please reach out to the partner that provided the code to you.