Somebody else entered my film
A producer, a school or a collaborator entered it, so we hold their address.
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Step 1: That is the normal case
The festival can only write to the address on the submission. For most films that belongs to whoever entered it, so the letter went to them rather than to you. It is a gap in what we know, not a judgement about your work.
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Step 2: Ask them to pass it on
The letter asks whoever entered the film to help us reach the people on it, with a HELP US REACH THEM button. If you know them, ask them to use it.
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Step 3: Or tell us yourself
Find your own page and press "Tell AFIN this is you". A person at AFIN checks it and writes to you.