Frequently Asked Questions

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Are there Codes of Conduct to follow?


Yes, there are Terms & Conditions to agree to before your membership is activated:



- Absolute discretion is required, do not talk about the Club at the Venue, nor on social media. You are required to arrive at least 30 min before the show starts to pick up your tickets or you may not be admitted.  You must show your booking confirmation to the box office staff and not dispute your tickets/ seats.



- Reliability is crucial! You must attend all events you have booked, and inform the office if you have to cancel a booking, otherwise your file will be suspended.



- You are fully responsible that your guests comply with our Terms and Conditions.



- Please support the Production and Venue by purchasing a programme and drinks at the bar. Never consume drinks or food brought with you inside the venue.



- APPLAUSE  Members are expected to put their hands together and make a loud clapping noise, this is much appreciated by the Cast!



- Please do write a constructive review on our site after the show and tell all your family and friends about the shows and concerts you have attended not mentioning the complimentary ticekts.


Does The Audience Club keep my credit card details?


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. 



If you are using tablets, iPads and smart phones  you may encounter problems with payments if you are not in strong WI-FI as Sage Pay deem this insecure. Please use Alternative browsers to Google Chrome such as Safari, Firefox, Internet Explorer.


Why has my credit/debit card been refused?


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 why it has been refused. You should check you 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.


Why am I getting an invalid card number or invalid card type message?


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.


Is there a fee for joining the Club?


No, the FREE "Understudy" Membership is the only route to become a member and there is no joining fee. We do however ask you to donate £5.00 which is given to the Charity we support, for 3 years we  supported Kidney Research Charity and  collected over £20,000.00  and  in  2012- 2013 Marie Curie Cancer Care, For 2014 we are supporting the  Macmillan Nurses who work to support people with cancer. 



In 2015  we  are supporting  the  Mousetrap Productions Charity that  takes children to the theatre. 2016 we have been suporting Cancer Reseach as a charity as it is so close to so many people's hearts. 



For 2017 we will be supporting ....


Does the Audience Club give money to Charities?


Yes,  when a Show is a Charity Benefit  then  we do not charge our admin fee and  ask all members attending  to give this as a donation to the Charity night.



For the past four years  we have  supported Kidney Research - giving them £20,000.00 in total. In 2012 we  changed  to The Marie Curie Nurses and Hospice for Cancer Care.  From 2014  we have changed to the Macmillian Nurses who support people with cancer. 1n 2015 we supported Mousetrap which takes children to the theatre. Currently  we  support  Cancer Research, see the charity section on the website.



Whenever a new member joins, their donation of £5.00 goes directly to the charity fund. and we remit this to the Charity once a year.  Also, members can - and do! - make additional donations via the club website.



We have also supported  Movember for Prostate Cancer, Heart Foundation, Denvillle Hall the home  for Elderly Actors and Womens Day, all  on a regular basis.


What if I have problems logging onto the site?


Please check that you are using the email address you used to register and your chosen password (do request a password reminder which will be sent to your email address). If you continue to have problems check that your internet connection is working, push refresh, or the F5 Key or try again a little later.


Can I become a member immediately?


No, currently we have a waiting list and it takes approximately 3 -4 months until memberships become available. You will then be sent an invitation email with instructions how to join. This needs to be done within a month of recieving it.



You need to put your email address on the waiting list.  Please ensure you added enquiries@theaudienceclub.com  in to your list of contacts or list of 'safe email addresses' to ensure your invitation email will reach you; otherwise your spam filter or firewall may screen it out.


Can I rejoin the club if my membership has expired


Yes, your email address stays in our database. So just email us at Enquiries@theaudienceclub.com and we will reactivate your membership account.  We have a new rule now that members  files will be blocked from renewal  unless they book and attend 5 shows a year.



If you did not have  a photo on your file then you will need to  email us one so that we can add it to your Details before reactivation. It needs to be a clear photo of just your face with no accessories. A little like a pasport photo.


Can I be notified by text alert about a show?


Yes, Texts cost just 10p each and are for shows that have a waitlist only.  If all tickets are taken for a show, you can add your name to the waitlist. If you have opted in for text alerts we will send you a text and email to notify you of availability.



All members are notified by email and text (if mobile no. listed) for a cancellation of a show.


Adding a photo to your Audience Club personal file


Members are obliged to have a passport style photo of their face on their  file for ID at the box-offices.  Joint members need one photo of both  their faces together with no accesories (hats, sunglassses).



Go to 'My Account' where you can  load up your picture.  If you have any problems with  entering the pictures just email them to us on membership@theaudienceclub.com  and  we  will enter them for you.



If you do not have a digital photo you can  post us a spare passport or driving license picture - write your name lightly on the back and  we  will scan it in  to your file and return your picture. We do not have any sinister agenda to  asking for photos,  they will be stored only in your files.



Your photo will be on your confirmation when you book a show so that you can print it out to take with you.  We often have to give out tickets at venues and need to find members so photo id helps us.



Members can also show us /box-office their confirmation on their smart phone at the venue. We suggest that you take a screen shot/ photo of your confirmation on your smart phone when you are in wifi area so that you can  just open your photo stream when you  get to the venue.



Non members cannot see the shows that we have on the theatre ladder  and so no one can see your picture.  They are NOT published on the internet and they are purely so that we can identify members and put the faces to the names. It is just your membership id for ticket collection.


Having your tickets linked with your friends tickets


Sorry, we  cannot arrange for you and your friends to  sit together and please do not ask the box office to do this. Remember the tickets you are being given are complimentary and so we  want you to pick them up 30 mins early  so that members are not picking up tickets at the same time as the paying public.


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