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 ‘Select another performance’ to the left of the seating plan (or below it on most mobile phones).
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.
Returned tickets may become available online, in person or over the phone and we will also release tickets weekly through Almeida Rush, you can find out more here.
Why have I been put in an online queue when trying to book tickets on your website?
An online waiting room is a way to limit traffic flow onto the website during busy periods such as Priority Booking and ensure that every customer has a fair and smooth booking experience. Without the queue in place, customers may have difficulty accessing the site or completing their transactions when there are a certain number of consecutive users. The queue only comes into effect when a certain amount of traffic hits the website, and so will only operate during particularly busy periods, such as when tickets for a new production go on sale.
A certain time before tickets go on sale you may be taken to a pre-queue where a number will be allocated to you. These numbers are not distributed on a first-come first-served basis and do not indicate where your place will be when you are taken to the main booking queue.
My queue number has been rejected
Once you've entered the queue you don't have to do anything else and provided you don’t click the ‘take me out of the queue’ link your position should be held. You will be allocated a time (usually 10 minutes) to enter the website, log in and select your seats. However you can lose your place or have your number 'rejected' if you try to join the queue more than three times using the same browser. Also, if you have forgotten your log in details you may be taken to the back of the queue if you need to reset your password and follow the reset password link. This is why we recommend you check your log in details and have them ready before big on-sale events.
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.
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.
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.
I am booking for a captioned performance and would like to know which seats give the best sightlines of the captioning screen.
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.
I’ve asked for a password reminder but I’ve not received this by email.
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.
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
I have booked tickets online but I’ve not received an email confirmation.
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.
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.
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