YOU ARE HERE

Yes. You will be sitting in the exact same seats that you chose on the seating plan when you booked so if you choose a single aisle seat, you will be on an aisle (with a Perspex/see-through screen to separate you from any other parties). If you booked a party of 4 in the middle of the second row, you will be in the middle of the second row with 4 seats together, with a Perspex/see-through screen either side of your party. If there are any issues or reasons for us to change your seat(s) we will get in touch with you prior to your booking to discuss this but please be assured that it’s highly unlikely we will have to do this.

We will be operating a socially distanced queue to enter the theatre and seating each party individually, so please wait for your whole party to arrive and then join the queue, leaving at least 2m between your party and the party in front. We are operating a new entrance at the side of the building, and when you arrive you will see members of the Southwark Playhouse team outside the venue ready to greet you.

We will be opening the house and beginning audience entry half an hour before the show.

There will be many hand sanitizing points throughout the building for you to use.

When you reach the front of the queue you will be asked for your full name and transaction reference, which is a six-digit number noted in your confirmation email. If you don’t have a smartphone to display this info on, please make a note of it elsewhere. There are no paper tickets or e-tickets for this show – instead we will be checking you in off a list of bookings.

On your way into the theatre you’ll be able to order a drink (card payments only.) This will be delivered to you at your seat.

At the end of the show, you will be led out by a member of staff through the backstage area, rather than the bar, to keep the one-way system in place. You are then more than welcome to come back in through the front door to join us for a post-show drink in our socially-distanced bar.

Cast members are in the same bubble, which allows for the production to go ahead without social distancing. The company (director, stage management, technical team) are operating around the venue with strict social distancing measures.

We will be operating under government advice, so if we are unable to continue performances, we will of course be issuing full refunds to all bookers. On 22 February it was announced that live indoor theatre can go ahead with social distancing from 17 May which is great news but, of course, we will be closely monitoring government advice in case that changes.

If we find that we are unable to go ahead with the performance, we will contact you as soon as possible via email. Please make sure that we have your most up to date contact information, so you don’t miss anything.

If you have to self-isolate or have symptoms then we will refund your tickets. You should not attend the theatre. Please email or call to let us know and we will issue a direct refund.

You can sit with people who are in your bubble or household. Please only book tickets with people who you are living with or have formed a support bubble with. If you are not in the same household or bubble then we ask that you book tickets separately so that you have a perspex/see-through screen between you when you are in the auditorium and maintain at least 1m distance during your visit.

Of course! You can do this via the website as usual. This just means that you will have a perspex/see-through screen on either side of you.

Yes, definitely. We have wheelchair spaces which you can book in the usual way online or you can give us a call on 020 7407 0234 and we will sort your booking for you.

Yes, we ask all audience members to wear a mask. The exception is if you can’t wear a mask for health reasons in which case you should download and print a card here to explain to anyone who asks why you are not wearing one. Because government advice around wearing masks may change we will include a ‘current advice email’ 24 hours before performances and will update our website with information on the day too.

We know some of you don’t use email or have a smart phone – if this is the case then please give us a ring to let us know and we’ll arrange for someone to call you the day before your visit to advise on current government guidance and how it relates to your visit to the Playhouse.

Yes – we will be taking drinks orders from you in the queue to go in, and delivering them to your seat.

We are not selling returns – we won’t be selling any tickets on the door, and will be stopping ticket sales for the day at 5pm (or 12.30pm for matinees.) If a show is sold out the best thing to do is keep checking the website to see if any seats open up.
If you need to return your ticket due to self-isolating or local lockdowns, give us a ring on 020 7407 0234 and we’ll give you a refund. Otherwise, our normal refund/transfer policy applies.

Yes, our toilets will be open before, during and after your visit to us. You will notice that there will be fewer cubicles – this is for social distancing purposes. To avoid congestion toilets will remain open throughout the performance and audience members will be permitted to leave the theatre and re-enter at any point.

Yes – we are expecting to be able to open around performances of You Are Here (Monday-Saturday evenings, Tuesday/Saturday afternoons) from May 17th.

There will be table service in place and we’ll be asking patrons to only sit with people in their household/bubble. Table booking facilities will open nearer the time.

You can travel to us however you like but if you are coming via public transport we ask that you wear a mask (unless you are exempt). There is a bicycle rack outside the theatre if you are cycling. Unfortunately we do not have a car park but there is an NCP car park 10 mins walk away on Kipling Street. There is information on that here. If you’re coming by Uber or taxi, you can be dropped off right outside the front of the theatre on Newington Causeway.

We already have a strict cleaning schedule in place for our bar and front of house areas, including The Little theatre space. This will be extended to include a deep cleaning of The Large theatre space before and after every single performance including wiping down seats and spraying them daily with a special anti-bacterial spray which remains active on upholstery between 5-7 days (your seat will remain dry though!). Toilets are cleaned regularly every 2-3 hours and deep cleaned every evening after the show and every morning/afternoon before the show. We have a full risk assessment which we will share on the website nearer the time and also have copies of in the venue.

Livestreamed Shows
Brother: £10 if you book at least one week in advance, and £15 if you book after that.

You Are Here: £20 – book any time.

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.

Maybe!

Most of our livestreamed shows are livestream only, so you can’t come (sorry!)

However You Are Here is happening both in person and via livestream, which is a bit exciting – just make sure you’re booking the right ticket for your preferred experience. Click “Buy Tickets” at the top of the page for an in-person ticket, and click “Livestream Tickets” for a virtual one.

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.