BROTHER

Livestreamed Shows
£10 if you book at least one week in advance, and £15 if you book after that. Please check out the individual show page for specific dates.

On-Demand Streams
£10 – book any time!

You do not! You just need one per device – we don’t mind if you want to gather yer pals around one screen (as long as you’re in the same household or support bubble, obv.)

Unfortunately, pay-as-you-go subscriptions are not valid for our livestream events.

Yes, yes and YES! This is the beauty of online stuff *waves furiously to all our international pals*. You can view this show from anywhere in the world. Please note that all times are Greenwich Mean Time aka GMT.

You can’t come and watch these shows live, pals. Sorry. They’re online-only events produced specifically for the medium of live streaming. If you want to come see something in person, we have The Sorcerer’s Apprentice coming up in January!

Upon payment, your receipt/invoice will be automatically sent to the email address you used to make your account and payment.

If you don’t see the receipt in your inbox, make sure to check your junk/spam folders.

Make sure you are using the same email and password you set up during registration and payment.

This will be the email on which you’ve received the registration and/or payment confirmation.

If you originally logged in via the Facebook, Google, or Twitter login buttons, make sure to use them now as well.

If you are sure you are using the correct email, try resetting your password. See How do I reset my password? (below) for details.

Also, make sure you are logging in on the same website where you made your purchase. Some content publishers might have multiple websites with different login setups. So make sure you’re in the right place.

1. Click on the content you want to watch.
2. On the Login screen, click Forgot password?.
3. Enter your email and click RESET.
4. Make sure you enter the correct email.
5. A new window will pop up. Leave it open.
6. Check your email. You will receive a password reset token. If you don’t see it in your Inbox, make sure to check your Spam and Trash folders.
7. Enter the token in the first field of the window that popped up previously.
8. Enter your new password in the second and third field.
9. Click SET.

We are using a different provider to our usual box office system to help us host our live stream events. This means you will have to register a new account above to access the live stream.

1. Log into your account.
2. In the bottom-right corner of the screen, you will see your account icon . Click it.*
3. Click on Card details.
4. Enter your new card details.
5. Your cards are divided by currency.
6. If you have purchased content in multiple currencies, there will be multiple card records, even if you’ve used the same card. So make sure to update all records.
7. Click UPDATE.

*If you don’t see the account icon in the bottom-right, look for a Profile, My Account or similar button in the navigation menu of the webpage, usually at the top right. From there, the steps should be the same.
Note also that you cannot delete your credit card info. For that, you will need to delete your entire account. See How do I delete my account?(below) to learn how to do this.

You can’t change your account’s email once you’ve registered, but we can still help you out.

Just create a new account and send us a message at boxoffice@southwarkplayhouse.co.uk telling us about it. We will make sure to transfer all your active passes from your old account to your new one.

1. Log into your account.
2. In the bottom-right corner of the screen, you will see your account icon . Click it.*
3. Click on My Details.
4. Click Delete account.
5. Confirm by clicking DELETE.

*If you don’t see the account icon in the bottom-right, look for a Profile, My Account or similar button in the navigation menu of the webpage, usually at the top right. From there, the steps should be the same.

Yes! You can enjoy your content on a PC, laptop, tablet or phone, regardless of what device you made your purchase on originally.

However, you will only be able to watch the stream on once device at any one time.

Maybe!

The best way to do this is to access the stream on a laptop and then connect it to your TV screen with an HDMI cable.

You can also cast the video from a smart phone or tablet to a TV using ChromeCast, AirPlay or similar, if your TV and device have that capability.

If you have a new fangled Smart TV then you may be able to access the stream by opening the show page using the TV’s browser and logging in there, however we have found that the stream does not always display as intended, so we generally recommend using a computer.

Make sure you are logging in with the same email and password you set up during registration and payment.

If you used Facebook, Google or Twitter to sign up and pay, make sure you use them now as well.

If you are sure you are using the correct account, try the following:

• Refresh your browser page.
• Make sure you are not using a VPN.
• Clear your browser’s cache and cookies. Here is how to do it.
• Access the website via private/incognito mode. Here is how to do it.
• Try using a different browser (Chrome, Mozilla, Safari, Edge etc.).
• Try using a different device.
• Try using a different network like another WiFi connection, 4G or a Hotspot.

Performing the Strong Customer Authentication steps (EU only)

For EU payments, our system supports SCA (Strong Customer Authentication). This means that after completing a payment on the paywall screen, you will sometimes be prompted to confirm that payment with your bank before it can be marked as successful.

By default, you will be asked to perform the SCA right after you complete the payment on the paywall.

However, if this wasn’t the case, just follow these steps to complete the authentication:

1. Go to your Inbox (or Spam/Trash folders).
2. You will find an email with the subject Payment Authentication Required. Open it.*
3. Click the Confirm Payment button.
4. You will be redirected to your bank’s chosen method of authentication.
5. Follow your bank’s instructions and complete the SCA.
6. Once you’re done, your payment will be confirmed in our system and you will have access to your content.

*If you cannot find the Payment Authentication Required email, go ahead and make a new payment, completing the SCA right afterwards. This doesn’t mean you will have to pay twice, since your original payment was never actually processed due to the SCA not having been completed.

For credit card payments:

• Make sure you are using a supported card: Visa, Master Card, or American Express.
• The following cards are not supported: Discover, Diners Club, JSB, and UnionPay.
• Make sure you are entering the card info correctly and manually. Don’t use copy/paste.
• Contact your bank. Make sure there are no issues with the card or bank account, that you have enough funds, that online payments are enabled, and that your bank is not blocking the payment.
• Clear your browser’s cache and cookies. Here is how to do it.
• Access the website via private/incognito mode. Here is how to do it.
• Try using a different browser (Chrome, Mozilla, Safari, Edge etc.).
• Try using a different device.
• Try using a different card.
• Try using a different payment method (PayPal, Direct Debit, etc), if one has been made available on the final payment screen.

1. Log into your account.
2. In the bottom-right corner of the screen, you will see your account icon . Click it.*
3. Click on My Details.
4. In the My Purchases tab you can see details about your one-time Pay-Per-View passes.

*If you don’t see the account icon in the bottom-right, look for a Profile, My Account or similar button in the navigation menu of the webpage, usually at the top right. From there, the steps should be the same.