Booking & Ticket Queries

Below are the answers to the most common questions that customers have when booking or using their account online. If your query isn't answered below please don't hesitate to contact the Box Office on 020 7359 4404 or This email address is being protected from spambots. You need JavaScript enabled to view it.

LOGGING IN
My membership doesn’t appear on my account / the system doesn’t recognise me as a member.

This can sometimes happen when a customer has multiple accounts. If the account associated with the login you have used does not have a membership attached then please contact the Box Office. If you are concerned that your membership is not listed or you can’t book as a member during Priority Booking, please contact our Box Office or Development teams. Do not register a new account as this will treat you as a new customer.

I am at the seating plan and I can’t get the seats I want, how do I select a different date?

To choose a different performance of the same production, click on ‘Change event date’ at the top of the seating plan.

I have tried looking at a number of dates but there doesn’t seem to be any seats available to select, is the production sold out?  

This means that there are no tickets available to buy online. However we may have seats available through our Box Office on 020 7359 4404.

We will also release tickets on the day of a performance; visit the Box Office in person to purchase these Day Seats from 11am or check back online later in the day for last minute returns. Click here for more information on Day Seats and Returns.

GROUP BOOKINGS
I am trying to make a group booking but am unable to select more than nine seats. 

The maximum number of seats that can be purchased in any one transaction is nine, even if you are purchasing tickets across a number of different productions. This allows us to offer the best service possible to those making group bookings, and prevents individuals reselling large numbers of tickets through unauthorised agents.

If you would like to book more than nine tickets in one transaction please contact our Box Office on 020 7359 4404.

 
CONCESSIONS
I am trying to book a ticket at a concessionary rate but the only options are Student, Under 30s, Job Seekers Allowance or Over 65.

The concessionary rates that we offer are for Students, those claiming Job Seekers Allowance, Over 65s and the companions of Deaf and disabled patrons.

We also offer discounted tickets for Under 25s, Under 30s, and those that live or work in the Islington area.

Access concessions are not available online to ensure that we can offer the best service to Deaf and disabled patrons. If you wish to purchase a ticket using Access concession rate please contact our Box Office on 020 7359 4404 or email them at This email address is being protected from spambots. You need JavaScript enabled to view it.

I am under 25, how do I take advantage of the Under 25s concession?

The dates of performances with Under 25s tickets available will be listed under Dates & Tickets info on each production page. Please note sometimes the date that these go on sale. To book these tickets, you first need to enter the promo code UNDER25 at the top right of the seating plan once you’ve chosen your date. This will reveal on the seating plan the Under 25s seats that are available to book. Tickets will need to be collected from Box Office on the presentation of a valid ID.


I am trying to book a concessionary ticket, but this option does not seem to be available. 

Please ensure you are booking for a performance on which concessions are valid. Concessions are available Monday to Thursday and on all matinees. They are not valid on weekend evening performances and aren't applicable in the final week of the production. The Under 65 concession is also not available in the penultimate weekend of performances. Concessions are only available on seats in the second price band (£28 / £32) for evening performances; for matinees concessions are available on the £39.50 tickets as well. 


I am unable to find an £10 or £20 seat using the concession rate. 

Concessionary tickets are £25, so if you would like to book a £10 or £20 ticket you can do so without applying a concession.

ACCESS PERFORMANCES
I am booking for a captioned performance and would like to know which seats give the best sightlines of the captioning screen. 

Our Box Office will be able to advise you on the best seats to book. Please contact them on 020 7359 4404 or email This email address is being protected from spambots. You need JavaScript enabled to view it..

LOGGING IN
When trying to login my username / password is not being accepted 

Our password system is case sensitive – please check your Caps Lock is not turned on.

If you continue to have problems you can request a password reminder using the Forgot Password function.

If you are still experiencing problems contact the Box Office on 020 7359 4404 or This email address is being protected from spambots. You need JavaScript enabled to view it. who will be able to reset your password.


I’ve asked for a password reminder but I’ve not received this by email.

Check your spam folder in case your spam filter has rejected our email. If this has happened you should add the Almeida Theatre –This email address is being protected from spambots. You need JavaScript enabled to view it. - into your contacts to ensure future emails go directly to your inbox.

If you cannot find the email in your spam please contact the Box Office team on 020 7359 4404 or This email address is being protected from spambots. You need JavaScript enabled to view it. who will be able to send you another email reminder. Please note we cannot change your password for you.

MY ACCOUNT DETAILS
I am unable to edit my account details, after inputting new details they do not seem to save.

If you make any changes to your account in ‘Edit Account Information’ you need to enter your password and confirm your password before clicking ‘Save changes.’

BASKET AND ORDER DETAILS 
Before completing my purchase, will I see an order confirmation page? 

After clicking ‘Add to basket’ you will be taken to your Shopping Basket where you can review your order. You can also find your basket located in the top right of the menu bar, or in the top menu when looking on a mobile device or small window. You will also have a final opportunity to review your order before clicking ‘Buy now’ at the checkout stage. Please do not press the back button once you’ve input your payment details.


My booking session has timed out, will my tickets still be held?   

Tickets are held in your basket for 10 minutes. If you do not complete your booking within this time and your session times out you may need to start the booking process again.

If the seats you wanted no longer seem to be available, first check whether they are still in your basket. If they are not, they may be locked in your session. Please wait for 30 minutes before trying to book again.

PAYMENT
When trying to make payment I am receiving an error message. 

Please ensure that the address you are entering is the billing address for your card and that you have entered it as it appears on your statement. For security reasons we cannot take payment without the correct billing address.

We accept all major credit and debit cards - Amex, Mastercard, Solo, Visa Debit, Visa Credit and Visa Electron – unfortunately we do not accept Diners Card.

If you are paying with Amex make sure that the security code is four rather than three digits long

BOOKING CONFIRMATION 
I have booked tickets online but I’ve not received an email confirmation.

Check your spam folder in case your spam filter has rejected our email. If this has happened you should add the Almeida Theatre - This email address is being protected from spambots. You need JavaScript enabled to view it. - into your contacts to ensure future emails go directly to your inbox.

If you cannot find the email in your spam please contact the Box Office team on 020 7359 4404 or This email address is being protected from spambots. You need JavaScript enabled to view it. who will be able to resend the confirmation email.


EMAILS / DATA PROTECTION SETTINGS
I would like to change my data protection settings / stop receiving emails from you.

Go to the ‘Your Preferences’ section of your online account. Here you can choose how and if we contact you - by Post, Email, Phone and whether you’re happy to receive information from Similar Organisations.

To change your data protection settings log into your account. From there you can change the ‘Post’, ‘Email’, ‘Phone’ and ‘Similar Organisations’ settings to ‘yes’ or ‘no’.

To unsubscribe from the e-list untick ‘by email’

Before logging out of your account please click ‘Save Changes’ to ensure that your new settings are saved.

We send customer service emails to all bookers of a show unless they have specifically requested otherwise. You will not receive any marketing emails from us unless you have ticked ‘by email’ or are an Almeida Member


I’m on your e-list, but haven’t received recent emails from the Almeida Theatre.

Look in your spam folder, your spam filter may have rejected our email. If this has happened you should add the Almeida Theatre - This email address is being protected from spambots. You need JavaScript enabled to view it. - into your contacts to ensure future emails go directly to your inbox.

Our database may suggest you did not wish to receive emails from us (i.e. we don’t have permission according to your Data Protection settings). To add yourself to the e-list simply log into your account go to ‘Your Preferences’ and tick ‘by email’. Before logging out of your account please click ‘Save Changes’ to ensure that your new settings are saved.

If you are still experiencing problems contact the Box Office on 020 7359 4404 or This email address is being protected from spambots. You need JavaScript enabled to view it. who will be able to check your customer record and amend it accordingly.


I am trying to create a new login / sign up to the e-list but my password is not being accepted.

For security reasons passwords must be at least 7 characters long and include at least one capital letter and one number.

Why have I been taken to a queue when I try to book online?

We introduced a queuing system as a way to limit traffic flow onto the website and ensure each user has a fair and smooth booking experience. Without it, customers may be unable to access the website when there are too many users on at one time. The queue only comes into effect during particularly busy periods.

You don’t have to keep the Queue-It window open and can do other things whilst you are waiting. You also have the option to be notified by email when it is your turn. Once it is your turn you will have ten minutes to enter the website (log in or book tickets).

You may need to enter the queue before logging in. You know if you’re logged in as it will say so in the top menu of the site ‘Hi John Smith’. Once logged in you can go straight to ‘What’s On’ to select your production and start booking.