Telecharge.com Services
Are all of the seats in the theater available from the website?
When shopping for tickets on our website, you have access to the best seats available, from the same pool of tickets which are sold by our phone agents and by the box office. Any tickets which are available at the box office are also available on the phone and on the website.
What determines the ticket prices for a show or event?
Prices for tickets are determined by the producers of the show or event, not by Telecharge. The prices are based on the type of event, the venue, and the seat locations.
What are the website service charges and why are they charged?
Website users pay slightly lower service charges than outlet customers for most events. These service charges vary by event, but for Broadway shows are generally $6.50. Other events may be a little more or a little less. These service charges are allocated for the processing of your ticket order, and for the maintenance and upgrade of the ticket inventory system. You will pay additional charges if you have the tickets delivered to you by FedEx.
Can I check my order status on the website?
Yes. You can check your order status in one of two ways. If you created an account or signed into your existing account when you made your purchase then you can click "Your Account/Order Status" above, submit your user name and password, and see a list of your orders. Click on the order number to view the detailed order information. If you did not order using an account, then on the "Your Account/Order Status" page please submit your email address and order number (its in your confirmation email) to view the detailed order information. If you do not know your order number, please call customer service at (212) 239-2969 or (888) 268-2020 (outside the NY Metro Area).
Do I have to log in to purchase tickets?
You do not have to log into an account in order to make your purchase. If you have an account, you can log into it at the top of the first billing page, and therefore avoid having to type all your billing information. If you do not have an account, there is a field at the bottom of the first billing page which asks for a password. If you enter a password there, an account will automatically be created for you, with your email address as your password. You can then log into this account the next time you order tickets, or click "Your Account/Order Lookup" at the top of the home page to view your order.
Why is the site not allowing me to log in?
If you have never ordered tickets on our new website, then we do not have an account for you, because we did not offer customer accounts on our old website. You can create an account by entering a password at the bottom of the page where you enter your billing information.
Telecharge.com Technology
How does Telecharge.com protect my credit card information?
Telecharge.com uses Digital IDs from VeriSign, a leader in internet transaction security. All transactions are secured to ensure that no one other than Telecharge.com can receive or read any information you provide to us.
Why do I have to retype the distorted word before I search for tickets?
The word verification mechanism differentiates between actual human customers and automated computer programs that are designed to automatically purchase the best seat locations off the site. Those programs slow down the system for real customers, and often manage to glean the best inventory from the system. We know its an inconvenience, but the inconvenience of a slowed system or limited ticket availability is a worse alternative.
What browser is necessary to purchase tickets on Telecharge.com?
Telecharge.com requires Javascript 1.2. Most recent versions of Web Browsers provide this service (Netscape version 5.0 or higher or Internet Explorer version 5.5 or higher). You should be able to download the later versions of these browsers if you do not already have them. If you prefer not to download new versions of these programs, you can always call us to order your tickets, at (212) 239-6200 (in NY) or (800) 545-2559 (outside NY).
The "Find Tickets" and "Advanced Find" buttons don't do anything when I click them. Why?
These links launch a second browser window from the main website. Some programs which block pop-up ads also prevent you from launching a second browser window from your first. If you use one of these programs, you should be able to adjust your settings so you can launch the Online Box Office. You can also try holding down the Control key while you click on one of these links. In addition, if you already have the Online Box Office window open you will not be able to open a second one. Close the first Online Box Office, and your "Find Tickets" and "Advanced Find" buttons should work again.
Ticket and Seating Availability
I have looked on your website, and I can’t find the show I am interested in seeing; are there tickets available?
We list every show which is playing on Broadway, and all of the Off-Broadway shows for which we sell tickets. If a show is not listed, that is either because the show has already closed, or because tickets are not yet on sale.
I found the show I want to see, but I can’t find tickets for the dates I want to see it; are there tickets available?
If you are looking to buy in the very near future, the show may be sold out. You will probably be able to find available seats for that show a few weeks later, or on a weekday. If you are looking to buy very far in advance, it is likely that the show has not yet put tickets on sale for the dates you are looking to attend. Shows generally only sell tickets for a few months into the future (although it varies widely from show to show). You can either buy tickets for a performance in the next few months, or check back to see if the tickets for your date have been released for sale.
Where can I get seating maps for a venue?
Telecharge.com offers seating maps for many of its venues. You can access a map for a specific venue by clicking on the title of an event playing at that venue, and then clicking on the "Seating Chart" link on the left beneath the logo.
How do I find out about accessibility for audience members with disabilities?
On our website, we include accessibility information for every theater. Please go to the information area for the show you are interested in and click on the Access Information button. This area will also provide you with the specific phone numbers which you need to call for each show if you have special seating requests.
Ordering Tickets
Can I choose my seat locations when I am buying tickets? What does "best available" mean exactly? How can I see where I will be sitting?
When submitting a ticket search, you are able to choose the area of the theater where you want to sit. If there are any seats available in your chosen section, the our ticketing system will choose the best seat location in that section. Please look at the seating maps that we provide for most theaters in order to get a sense of the seat locations you are being offered before you make your final decision. If you do not like this seat location, you are free to make another inquiry for different seats at the same performance, or for a different performance. However, you will lose your original seat request (although you may be able to get it back later, if someone else has not purchased the seats in the meantime). If the website cannot offer you seats in your desired section, that is because all of the seats in that section have already been sold, and will not be available at the box office or on the phone.
Why do I have to enter my email address and phone number when I order tickets?
We request that users enter their email address so that we can send an order confirmation for each ticket purchase. In addition, we use the phone number and email address to get in touch with users in the case an event is canceled or a show closes before the ticket date.
I had to resubmit a ticket request, and I couldn’t get the same seats. Why?
When a user plans to purchase tickets, those seats are put on hold for 3 minutes. This is done so that no one else can purchase those tickets at the same time. However, if a user cancels an order, or needs to resubmit a ticket request, those first tickets will generally still be on hold, and therefore won’t show up in the new request. The tickets will become available again, but we can’t guarantee that someone else will not purchase them.
Can I add tickets to or remove tickets from a completed a ticket order?
If you have not yet completed your transaction, you can go back to the "Show" tab of the Online Box Office and increase or decrease the number of tickets you are requesting. Note that if you choose to do this, you may not get the seat locations you had before. If you have already completed your order, you cannot return any of the tickets (they are nonrefundable). If you would like additional tickets, you need to purchase them separately, and we cannot guarantee that they will be next to (or near) the seat locations already purchased.
Can I use two different credit cards on my order?
We cannot separate a ticket order into multiple payment methods.
I received a discount offer for a show. Can I order those discounted tickets on your website?
We do not offer discounts on our website. Any ticket discount offer can be redeemed at BroadwayOffers.com, over the phone (at the phone number included in the offer) or at the box office for that show or event.
Can I send a ticket purchase request by email?
For our users’ own protection, we do not accept ticket requests by email, since the security of credit card information cannot be guaranteed. Please use our website or call (212) 239-6200 (in NY) or (800) 545-2559 (outside NY) to order tickets.
I am attending the theater with a group; is there a group discount available?
If you are attending with a group, you can contact group sales for ticket information and availability, as well as discounts for some shows. Group minimums are decided by each production, so they will vary from show to show. Click here for information about group sales. Group sales can be reached by email (groups@shubertorg.com) or by phone at (212) 239-6262 (in NY) or (800) 432-7780 (outside NY).
How can I purchase tickets offline?
There are two ways to purchase tickets offline. The first is by calling our phone sales at (212) 239-6200 (in NY) or (800) 545-2559 (outside NY) and placing your order with one of our representatives. The second is by going to the box office of the venue for your event. Note that you will have access to the same available tickets on the phone or website as you have at the box office.
Ticket Delivery
How will I get my tickets once I have placed my order?
Depending on how far in advance you place your order, we offer up to four delivery options: US Postal Service, FedEx, e-ticketing, and box office hold. You will be offered the opportunity to choose which of these options is most convenient for you, after you have entered your payment information. We do not ship to International addresses, so if you live outside the US, you have to pick up your tickets at the box office or choose e-ticketing where available.
Can I have my tickets sent to an address other than my billing address?
Customers who do not want their tickets mailed to their billing address should have those tickets held at the box office, where they can be picked up any time, including when you arrive at the venue for the event.
I ordered tickets but have not received them. What should I do?
It can take up to ten days for the US Postal service to deliver tickets, so please be patient. Incorrect billing or shipping information can sometimes slow down the ticket processing and delivery. In addition, please look back to the confirmation email sent to you by Telecharge or look up your order on this site. It will tell you the delivery option that you chose when you ordered your tickets. You may have requested that your tickets be held at the box office for pick up the date of the performance. If you think your tickets may have gotten lost, please call customer service at (212) 239-2969 (in NY) or (888) 268-2020 (outside NY).
I requested my tickets for "Box Office Hold" delivery. How do I get them?
Box Office Hold tickets will be held for you at the box office for the event you are attending. This can be the most convenient ticket delivery option if you are an international customer, or if you are purchasing tickets for an event within the next week. In most cases, you can pick up your tickets anytime beginning 24 hours after you make your purchase, up until the day of the show. You should, however, check for any restrictions under the Box Office information in the "Getting Tickets" section of your event. Please be sure to bring the credit card you used to purchase the tickets, and a photo id, because you will need them to pick up your tickets at the box office.
I did not receive a receipt with my tickets; what should I do?
A receipt should have been mailed with your tickets. However, if the receipt was not included, please email us at tickets@telecharge.com (please provide a fax number or mailing address in the email), or call customer service at (212) 239-2969 (in NY) or (888) 268-2020 (outside NY). We will be able to fax or mail you another receipt.
My tickets were lost or stolen; what should I do?
Please call our customer service department at (212) 239-2969 (in NY) or (888) 268-2020 (outside NY).
Purchasing Errors and Changes
I haven’t received a confirmation email for an order I placed; what should I do?
You should receive an email confirming your order within 24 hours of placing the order on the site. If you have not received the email within that time, please email us with your name, your billing address, the event name, and your confirmation number if you have it (it was on the confirmation screen on the website after you completed your purchase). If you prefer, you may call customer service to confirm your tickets as well, at (212) 239-2969 (in NY) or (888) 268-2020 (outside NY).
The website says I have entered my credit card number incorrectly. What should I do?
For a small number of international credit cards, neither the website or the phone ticket system can process the transaction. Please check to confirm that you have entered the number correctly and resubmit your purchase request. If the site still does not accept the card, please try another card.
I received my confirmation email and the mailing address for the tickets is incorrect. What should I do?
If your address is incorrect, please contact us immediately by telephone at (212) 239-2969 (in NY) or (888) 268-2020 (outside NY) so we can make the proper adjustments.
I purchased tickets for a show that closed before the performance I chose. What should I do?
When a show closes, we generally contact all the customers by phone, email or mail to inform them of the schedule change. You can contact us via email (tickets@telecharge.com and please include your name, your billing address, the event name, and your confirmation number if you have it) or by phone at (212) 239-2969 (in NY) or (888) 268-2020 (outside NY) in order to arrange ticket refunds. If you have the tickets in your possession, you will have to mail them back to us before we can refund your purchase.
How can I cancel my ticket order?
If you have already completed your order, entered your purchase information, and had the order confirmed, then you cannot cancel the order or return the tickets. As indicated on the site, tickets are non-refundable. If you have not yet entered your payment information, you can abandon your order at any time to resubmit a ticket inquiry, and you will not be charged for the tickets.
