FAQs

Welcome!

Below are questions commonly asked by our patrons. If your question does not appear below, please contact our Box Office at 608-588-2361, or boxoffice@americanplayers.org.

AN IMPORTANT NOTE ABOUT PASSWORDS:

New passwords must be at least seven characters, include at least one number and are case sensitive.

1. Enter your email address and then click on Forgot Password.
    
2. A pop-up window will appear (please disable your pop-up blocker). This will appear as a blank page first, and may take a few seconds to load. Please be patient.
    
3. You will receive an email with a link to reset your password. (If the link does not work, you may follow the instructions below and use the reset key to reset your password.)
    
4. The link will pop up a new window where you can enter your new password. You will need to enter the same password twice and then click "submit."
    
5. Go back to log-in page and proceed with your new password.
    

QUESTIONS REGARDING MY ACCOUNT

1) How do I create an account?
In order to create an account, you must have a valid email address. To begin, select Log In from the top menu. Next, select "create an account". Once you have entered your information into the appropriate fields, click the Create Account button at the bottom of the box.

2) I've ordered tickets for APT before, but never on the web. Do I need to create an account?
Yes. Even if you've ordered tickets in the past, you will need to create an account in order to use the online ticketing system.

3) I ordered tickets last year, but forgot what email address I used on the account. How can I find which address I used?
If you ordered tickets using the web last year but forgot the email address you used, you can call the Box Office at 608-588-2361. They’ll be able to tell you which address you used.

4) I don't know my password. How do I find it?
If you have just created an account, your password will be emailed to the email address you provided. If you have previously created an account and have forgotten your password, select My Account and then select "Forgot Password?" Your password will be emailed to the email address associated with your account.

ORDERING ON THE WEB

1) Can I order seating to accommodate a wheelchair?
Wheelchair seating is available in both of APT's theaters, however it must be ordered in advance by calling the Box Office at 608-588-2361.

2) Why did my order disappear?
There are two reasons why your order might disappear:

a) The system times out after no activity for 15 minutes and clears any selections that have been made. Please make your selections again.

b) The system does not currently allow you to select seats in multiple sections for the same show date. If you would like to order seats in multiple sections, you may do so by first adding the seats from one section to your basket and then returning to the show to add seats from the next section. If you have any questions, please contact the Box Office at 608-588-2361.

If your order disappeared and it wasn't for one of the previous two reasons, please contact the Box Office for assistance.

3) How will I know my order went through?
Once you have completed your order, a confirmation email will be sent to the email address you provided.

4) How soon will I get my tickets?
If you have selected to have your tickets mailed to you, you should receive them within 7-10 days.

5) Can I redeem a gift certificate online?
To redeem a gift certificate, you must order your tickets by phone. Gift certificates cannot be applied to web orders. Please call the Box Office at 608-588-2361.

6) Where can I find the discounted price for tickets and events?
All of the applicable ticket discounts will be reflected in your Ticket Basket and at check out, including 4-Pack and hotel packages.

QUESTIONS REGARDING TICKET POLICIES

1) Can I exchange my tickets online?
To exchange your tickets, please contact the Box Office at 608-588-2361 by 4pm the day before the show. Tickets may be exchanged for a performance of comparable or greater value, provided the additional value is paid. You  must have your tickets in-hand, as we need a confirmation number on your tickets in order to make the exchange.

2) Are tickets refundable?
All sales are final. Please see our Policies page for more information.

3) It looks like it might rain and I’m traveling from a distance. Can I get a refund on my tickets?
Please see our Policies page for more information about our rain and ticket policies.

View full Ticket Policy.

A SPECIAL NOTE ABOUT ORDERING PACKAGES

1) When ordering a Hotel Package
There are four basic steps in ordering the Hotel Package. The first is to choose whether you would like to stay at the House on the Rock Resort or the House on the Rock Inn. The next step is to select the date for which you would like a hotel room. Next, indicate the number of rooms that you will need. (If you are choosing the Resort, you may choose between 1 King Bed or 2 Queen Beds by using the drop down box next to “Area”.) Once you select the number of rooms and click “Add to basket”, you should then see your order basket. The fourth and final step is to select "Continue Shopping" to select the play and number of tickets you will need.

2) When ordering the Bus Package
There are three basic steps to order the Bus Package. First select the date for which you would like the bus. Next indicate the number of bus tickets that you will need. Once you select the bus tickets, you should then see your order basket. The third and final step is to select "Continue Shopping" and select the play and number of tickets you will need for the play. Please note that the Bus Package is only available in conjunction with Uphill shows.

3) Why am I not getting the 4-Pack price when placing my order?
First, ensure you have selected a 4-Pack date. If you do have the correct date and the price is still not showing correctly, make sure if you are in the Up the Hill Theatre, you are choosing 4 Very Fine seats and if you are in the Touchstone Theatre, you are choosing 4 Prime seats. The discount will appear after you click “Add to Basket”.

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