Subscriber FAQs

ACCOUNT

HOW DO I CHANGE MY ADDRESS?

Please click on PERSONAL DETAILS in the main menu and scroll to the address you wish to change. Click “Edit” and update accordingly.

HOW DO I DELETE AN OLD ADDRESS?

Please click on PERSONAL DETAILS in the main menu and scroll to the address you wish to delete and click “Delete”.

HOW DO I ADD A NEW ADDRESS?

Please click on PERSONAL DETAILS in the main menu. Under POSTAL ADDRESSES, please click on “Add a new address”.

I KEEP RECEIVING AN ERROR PAGE.

If you are logged in, please log out of your account and log back in again. If you still need help after trying this please contact Subscriber Services at [email protected] or (212) 399–3030.

ORDERS

HOW CAN I EXCHANGE MY SUBSCRIPTION TICKETS?

You can exchange your existing subscription tickets once you receive them via mail or e-mail. For additional edits to your order, please contact Subscriber Services at [email protected] or (212) 399–3030.

I ONLY WANT TO MAKE A DONATION. HOW DO I DO THAT?

To make a donation, please visit our website here.

WHAT TYPE OF SUBSCRIPTION PACKAGES DO YOU OFFER?

A subscription allows you to purchase at least three productions in any combination you choose.

To choose a more flexible package, choose any day of the week for each show selected.  You will get the best available subscriber seats for each production.  Flexible packages cannot be renewed into the same seats for the following season as you may have different locations for each show.

To choose a fixed-seat package, select the same day of the week for each show selected.  You will get your same subscriber locations for each production, which are renewable season after season.

Or choose Passport Vouchers so as the season progresses, you will be able to pick and choose the shows, dates and best available subscriber seats when dates become available.

CAN I GET A REFUND ON MY SUBSCRIPTION?

Due to uncertain times, you may require alternate options with your no-risk subscription.

1) If you wish you change your tickets—for date or location–you may request an exchange here.

2) We can also offer a credit to a future performance

3) A donation for the price of the tickets

4) Or a refund to your original form of payment

HOW DO I RENEW MY ORDER?

Renewing subscribers should log-in to My Account and click the “RENEW NOW” button. If you do not see this option, please contact Subscriber Services at [email protected] or (212) 399–3030.

HOW DO I MAKE CHANGES TO MY SUBSCRIPTION?

Just tell us what changes or requests that you would like to make in the comment box before submitting your payment.  If we have any questions about your request, we will be in touch.

HOW DO I KNOW IF MY ORDER WENT THROUGH?

Please retain your order number on the order confirmation page. You should receive an email within 24 hours with the details of your order.  For subscribers purchasing Passport Vouchers, please allow up to 72 hours for the charge to appear.  If you do not receive this communication please contact Subscriber Services at [email protected] or (212) 399–3030.

I KEEP RECEIVING AN ERROR PAGE.

If you are logged in, please log out of your account and log back in again. If you are a new subscriber, please refresh your page and try again. If you are still having trouble, please contact Subscriber Services at [email protected] or (212) 399–3030.

PAYMENT

CAN I PAY BY CHECK?

Currently, we only accept payment online via VISA, MASTERCARD, AMERICAN EXPRESS, or DISCOVER.

IS MY CREDIT CARD INFORMATION SECURE?

Absolutely! Your safety is extremely important to MTC and we’ve taken all the necessary precautions within this new system to ensure your information is safe.

WHEN WILL MY CARD BE CHARGED?

Your card will be charged within 24 hours of completing your order. For subscribers purchasing Passport Vouchers, please allow up to 72 hours for the charge to appear.

TICKETS

WHEN WILL I RECIEVE MY TICKETS?

For the 21-22 season we will be issuing tickets one show at a time via your preferred delivery method for maximum flexibility.

I LOST MY TICKETS. HOW DO I REQUEST NEW ONES?

If you are unable to locate your tickets, please contact Subscriber Services at [email protected] or (212) 399–3030.

WHY DON’T I GET MY SAME SEASON TICKET LOCATIONS WHEN I EXCHANGE MY TICKETS?

Other MTC subscribers enjoy your same seats at different performances. We will always give you the best available seats when you exchange, but exchanged seat locations are always subject to availability.

CAN I PURCHASE ADDITIONAL DISCOUNTED TICKETS TO A PRODUCTION FOR WHICH I ALREADY HAVE SUBSCRIPTION TICKETS?

Yes! You may purchase additional discounted tickets in My Account or by contacting Subscriber Services at [email protected] or (212) 399–3030.

DO I HAVE TO RETURN MY ORIGINAL TICKETS WHEN DOING AN EXCHANGE?

No – after submitting your ticket exchange request, you must destroy your tickets and discard them. All original tickets (including Print-At-Home E-tickets)will be voided and considered invalid immediately upon processing an exchange.

WHEN DO TALKBACKS TAKE PLACE?

Following each Saturday matinee performance during the subscription run, there is a post-performance discussion with the actors, directors, or other panelists offering insight and perspective on the current production. We invite you to join these discussions whether this is your assigned performance or not. If this is not your scheduled performance, simply call or email Subscriber Services for the running time of the show, and arrive as the curtain comes down for some thought-provoking exchanges between our audience and artists. Please note–talkbacks are not offered during extensions weeks, only during the subscription run. If you have specific questions, please email us at [email protected].

WHEN CAN I PURCHASE ADDITIONAL TICKETS?

Additional Subscriber discounted tickets and passport voucher redemption will become available when single tickets for that particular production go on sale. Please contact subscriber services at 212-399-3030, or email [email protected] for on sale dates.

WHEN WILL MY SEASON TICKETS BE DELIVERED?

For the 21-22 season we will be issuing tickets one show at a time via your preferred delivery method for maximum flexibility.  Your tickets will be sent one month prior to the first preview date of each production.

CAN I EXCHANGE MY TICKETS TO A DIFFERENT PRODUCTION, OR DOES IT HAVE TO BE THE SAME SHOW?

We will make every effort to exchange you to a new location on a different date of the same production. If there are extenuating circumstances, please call our offices during normal business hours and a ticketing agent would be happy to discuss your options with you.

CAN I EXCHANGE A SINGLE DISCOUNT TICKET?

Additional subscriber tickets are available for exchange by calling and speaking with a subscriber services representative.

WHAT SHOULD I DO FOR AN EXCHANGE WHEN SUBSCRIBER SERVICES IS NOT OPEN?

The Subscription office is closed Saturday and Sunday. Subscribers who wish to contact the theatre and leave a message to release their tickets over the weekend in the case of an emergency can call the appropriate Ticket Turn-In Line. Subscriber Services will reach out to any subscriber at the start of business the following week to discuss our past dating options. City Center: (212) 763-1242 or Samuel J. Friedman: (212) 399-3000 x5403.

CONTACT

HOW CAN I GET IN TOUCH WITH SOMEONE?

You may contact Subscriber Services at (212) 399–3030. Additionally, you can contact Subscriber Services via email at [email protected].

WHAT IF I LOST SOMETHING AT THE THEATRE?

If you believe you left something at the theatre, please call and we will check to see if the article was found inside the theatre. If you were attending a show at the Friedman, the telephone number is (212) 399-5400. At City Center, the number is (212) 247-0430 ext. 240.

IF I HAVE QUESTIONS OR COMMENTS, WHOM SHOULD I EMAIL?

If you would like to share your thoughts and feedback about MTC productions, please email [email protected]. If you have a question about your subscription, or ticketing issues, please send a message to [email protected], and a representative will reply as soon as possible.

ACCESSIBILITY

HOW CAN I GET AN ASSISTIVE LISTENING DEVICE?

Assistive listening devices can be reserved with a valid state-issued ID card on a first-come, first-served basis. At the Friedman Theatre, they are located at the podium in the corridor just outside the entrance to the orchestra, and at City Center they are available at the coat check on the first landing. For full information on accessibility specifics, visit manhattantheatreclub.com/accessibility.