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 government regulations dictate that passwords must meet certain criteria (they must not be too similar to your current password, must be at least 7 characters and contain a combination of letters and numbers). Therefore, when you log in to your account it may say you have an invalid password. The system will walk you through, but the steps are here as well:

1. Click on Forgot Password
    
2. A pop-up window will appear (please disable your pop-up blocker). For some reason, the window appears to be blank for a few seconds before the message appears, so please be patient.
    
3. The message in the window will indicate that an email has been sent to you with a reset key. Copy and paste the reset key into the corresponding box in the pop up message. (One note: the email also has a long URL in it that says it's a clickable link.  Please disregard that link -  it’s the same address as the pop-up message)
    
4. Enter your new password and confirm it.
    
5. Click ok.
    
6. 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?
There is wheelchair seating in APT's amphitheater, 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, 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 the Family Four 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. There is a $1.00 per ticket exchange fee for tickets purchased after June 5, 2010. Please have your tickets in hand when you call.

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 three basic steps in ordering the Hotel Package. The first is to select the date for which you would like a hotel room. Next, indicate the number of rooms that you will need. Once you select the number of rooms, you should then see your order basket. The third 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.

3) Why am I not getting the Family 4-Pack price when placing my order?
First, ensure you have selected a Family 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.

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