Frequently Asked Questions
Click on a question and the answer will be revealed
Q. How often can I book tickets online?
A. Members – depending on their level of membershp – can book from one to four tickets for a matinee and evening show every day. These tickets must all be for the same show. Tickets are subject to availability and we cannot guarantee how many tickets will be available for any given performance.
Q. How do I know what shows are available?
A. All shows with ticket availability will appear on the Theatre Ladder - this section is accessible only by members by logging in with their email address and password.
Q. Why do shows offer complimentary tickets?
A. Producers and theatre managers' work with The Audience Club to ensure shows play to a good audience, and also view our service as a marketing tool for previews. By making these tickets available to a membership group of people, we can help a production to develop by word of mouth without compromising sales of full price tickets.
Q. When are tickets available?
A. Tickets may be booked via The Audience Club website 24 hours a day. Please try to plan and book your weekend shows on the preceding Friday.
Q. What do I need to take to pick up my tickets?
A. Your Membership Card is all you need to pick up your tickets from the venue booking office. If you are a new member and you have not received your membership card, you can take the booking confirmation which you must print out. The booking confirmation can be found in the "My Details" section under current bookings.
Q. How quickly will I receive my membership card to show at the box-office?
A. After payment of membership fees, your Membership Card will be posted to the address you have given us, within 5 working days. NEW Members can book tickets and attend shows immediately. You MUST take your email ticket confirmation to the box office. This will correspond with the guest list that we send each day.
Q. What time can I pick up tickets from the venues?
A. Members MUST pick up their tickets no later than thirty (30) minutes before the advertised start of the show. Tickets will be available an hour before show time.
Q. What if I cannot make a performance I have booked?
A. If for any reason you are not able to collect your reserved tickets, you must email enquiries@theaudienceclub.com. Your presence in the audience at that performance is the main reason the tickets have been allocated to The Audience Club and we have to advise the venue.
Q. How can I check the bookings I have made?
A. You can check your bookings in your club page, under My bookings, this will show all the bookings for shows you have not been to yet, and all bookings the you have been to. From here you can also add reviews to performances you have been to.
Q. How do I contact you?
A. All bookings, payments and changes to your personal details will normally be done via The Audience Club website. If you have any difficulties please contact us using one of the methods on the contacts page.
Q. What if I have problems logging onto the site?
A. Please check that you are using the email address you used to register and your chosen password. If you continue to have problems check that your connection is working, push refresh, or the F5 Key or try again a little later.
Q. How can I update my personal details?
A. You may update your details at any time by signing into The Audience Club website, making the alterations, then saving your details.
Q. Does The Audience Club keep my credit card details?
A. NO. Your card details are collected by Sage Pay payment system and are never seen nor retained by The Audience Club. Sage Pay payment system is a secure on-line payment portal which is independent to the Audience Club and is one of the UK's largest secure online payment provider.
Q. Why has my credit/debit card been refused?
A. If you receive the message "authorisation on that payment type has been declined by the bank" your card issuer has refused to authorise your card. Sage Pay does not generate this message, and you will need to contact your card issuer to find out by it has been refused. You should check your have entered the following credit card data correctly:
• Expiry Date
• Valid From Date
• Issue Number, etc.
Your card issuer may inform you that they have authorised the payment, but are awaiting an authorisation code from the merchant. This is known as a referral and cannot be authorised for online payments. In this case, you should try your card again or use a different card.
• Expiry Date
• Valid From Date
• Issue Number, etc.
Your card issuer may inform you that they have authorised the payment, but are awaiting an authorisation code from the merchant. This is known as a referral and cannot be authorised for online payments. In this case, you should try your card again or use a different card.
Q. I am getting an invalid card number or invalid card type message?
A. Check that you are entering the card number without any spaces. Switch and Solo cards may have an 8 digit number printed on them. Sage Pay require the long number across the centre of the card.