Frequently Asked Questions

How do I know if I've already secured my tickets for next season?

Checking the status of your season tickets is easy! Log into "My Account" and visit the "Events & Tickets" to view. You can also contact the Season Ticket Services Department.

Can’t remember your username and password?  No problem, your username is your e-mail address (the one in which you receive all of your Playhouse Square information).  If it’s the password that you can’t remember, go ahead and select "Forgot Password." Once you do that an email will be sent your way to reset- it’s that simple!

I still have monthly charges coming out of my account, when will my bill plan end?

Though this year has certainly been unusual, payments for season tickets have always been made in advance of the season starting and help to guarantee your seat location and tenure. Once your bill plan is completed, you have paid for the upcoming season and there’s nothing left to do but enjoy the show! 

If you would like to check the status of your bill plan, please contact the Season Ticket Services Department.

What health and safety protocols can I expect?

Your seat is waiting when you are ready! We are eager to welcome you back for a safe and memorable experience at Playhouse Square. Our commitment to the health and safety of our guests, artists, staff and volunteers is our first priority always. 

We understand the concerns you may have as you consider buying tickets to future events and we want you to feel confident in your purchase.

Read more about our Health and Safety Guidelines.

What if I can’t attend due to illness or don’t want to attend due to a rise in cases?

As your performance date approaches, if you or a member of your group are not feeling well as or have concerns about attending a show, know that we have flexible options available for you. 

Please contact us in advance of your show time and date and we will review your options with you. 

We are available to answer any questions you may have at 216-664-6050 or by email to [email protected]. If you are a Donor, please contact your Donor Services Representative.

What are my Swap-a-Show options this season?

Currently, t​​his one-time benefit can be used to swap from one show on the series for additional tickets to another KeyBank Broadway Series show, or you can swap into Disney's THE LION KING. Please note that if you choose to move into a performance with a higher ticket price than what you originally purchased, you will only be charged the difference.

What are my date exchange options this season?

You are able to exchange tickets up to 48 hours before their performance. If you choose to exchange for a performance with a higher ticket price than what you originally purchased, you'll only be charged the difference. No extra fees! There are no refunds for missed performances. Differences in prices, seat locations and deadlines may apply. If you are sick or at risk, please stay home. Flexible options are available to you if you become ill or are no longer comfortable attending after purchasing a ticket. 

I want to purchase additional tickets to Disney's FROZEN, when will I be able to do that?

As a Season Ticket Holder, you'll always have early access to shows, including Disney’s FROZEN. We will inform you via email when your pre-sale date in December 2021 has been established.

When will I be able to purchase additional tickets to select performances?

You will be able to purchase additional tickets starting with your Season Ticket Holder Pre-sale in late summer/early fall. We will inform you via email when your pre-sale date has been established. 

When will I be able to relocate my seats?

Relocations for this season have already taken place. If you are interested in improving your seats, please contact Season Ticket Services. If you would like to learn more about Donor Circle seating, please go here

When will I receive my tickets?

We are currently finalizing details on how to safely provide tickets to you. We encourage you to consider digital ticket delivery to your mobile device for an easy, touch-free experience. However, you will receive tickets prior to your show date and are able to review performances details using “My Account” online. 

I have tickets to JESUS CHRIST SUPERSTAR and/or MY FAIR LADY. What is happening with those shows?

JESUS CHRIST SUPERSTAR and MY FAIR LADY, postponed last spring due to the pandemic, have been rescheduled for 2022. JESUS CHRIST SUPERSTAR will return February 2-20, 2022 and MY FAIR LADY will run June 7-26, 2022.

22BWY STH Contact Us.jpgI have another question. Can I speak with someone?

Of course! Our Season Ticket Services team is available to assist.

Hours: Monday through Friday, 9:00 a.m.-5:00 p.m.
Phone: 216-664-6050
Email:  [email protected]
Schedule a Call: Book your Personalized Service Appointment with a member of our Season Ticket Services team, where you'll receive a phone call at a time and date that works best for you.

Note: If you are a Donor, please contact your Donor Relations Representative.