1. I purchased an open subscription. What do I do next?
You will be alerted when the booking window for each show is open. That is when you will have the chance to pick your seats and date. You may also log into your account at roundabouttheatre.org to view productions currently eligible for booking.
For instructions, watch our tutorial.
2. How do I exchange my tickets?
Tickets may be exchanged for another performance of the same production. All eligible ticket exchanges are subject to availability. While comparable seating is not guaranteed, customers always have the selection the best available seats at the time the exchange is processed. Additional fees may apply for exchanges, however subscribers continue to enjoy free exchanges as part of their package.
EXCHANGE YOUR TICKETS ONLINE.
The most convenient way to exchange your tickets is online. First, log in to your account. Then, select the performance and seats your are looking to exchange and follow the process.
BY PHONE.
Call Audience Services at 212.719.1300 to set up your reservation.
Chairman’s Circle and Artistic Director’s Circle members should call the Patron’s Desk at 212.719.9393 extension 301.
3. Why don't I see an exchange button in my online account?
Not all tickets are eligible for exchange. Eligibility is can vary based on the event, ticket type, purchaser, or other details.
Other things to consider:
Ticket exchanges will only be considered when the original tickets are purchased through one of these authorized primary sales channels: roundabouttheatre.org, criterionticketing.com, or the venue box office located at the venue address. If tickets were not purchased through one of these sales channels, guests will need to contact their point of purchase to inquire about the exchange and/or refund policies of their point of purchase.
4. I need to refund my tickets, what do I do?
All ticket sales are final. However, some tickets may be eligible for exchange to another date; additional fees may apply. Log in to your account to check eligibility.
Need to share your tickets? Your mobile Ticket Wallet makes it easy to send them to friends, family, or other guests with a mobile device. Just log in to your Wallet to get started.
If your plans change, you may also be able to resell your tickets directly through your Ticket Wallet in approved resale marketplaces. Log in to see if your tickets qualify.
5. What if I'm late for a performance?
Latecomers will be seated at the discretion of the management. For the comfort of all Roundabout patrons, latecomers will be seated at suitable breaks in the performance and in conveniently reachable seat locations. Latecomers who are ticketed for accessible seats in the mezzanine at the Laura Pels Theatre may be redirected to other accessible locations. Please note: There is no late seating for Roundabout Underground and other select productions. Customers will be notified via email in their notices leading to their performances.
6. What is Ticket Protection?
During your purchase you may be prompted to opt into our Ticket Protection program If selected, this option makes your ticket(s) eligible for a refund of the amount paid (including the ticket price and any service or order fees listed in your booking confirmation) if the Ticket Holder is unable to attend the event for any reason and cannot use the ticket(s). Please note: the protection fee itself is non-refundable.
Refund applications must be submitted online at www.ticket-refunds.com within seven (7) days of the scheduled date and time of the event (as stated on the applicable tickets). Applications received after this deadline will not be eligible for a refund.
Refund eligibility is subject to the following conditions:
- Only one order per customer per event purchased within any consecutive 28-day period can be submitted for refund.
- The person submitting the refund application must be the original purchaser and will be required to provide details to validate this (e.g. name, order number, and email address).
- Any application found to be fraudulent will be denied.
- Only tickets purchased directly from this website are eligible. Tickets purchased via resale platforms, ticket brokers, or any third party are not eligible.
- Any ticket that has been scanned for entry into the venue will not be eligible for a refund.
- This ticket protection does not apply to events that are cancelled, postponed, or rescheduled.
- Casting changes will not be eligible for a refund through the program.
- Should you decide not to utilize your ticket to the event these refunds are not eligible through the program.
If you have questions about your purchase, or you have booked tickets in error and wish to change the booking or would like to inquire about an exchange of your existing tickets, please reach out to Audience Services, the Roundabout Theatre customer service team.
Approved refunds will be issued via wire transfer or PayPal.
Refund applications are administered by Secure Refunds on behalf of Roundabout Theatre Company. All decisions regarding refund eligibility are made solely at the discretion of Secure Refunds and are final.
The Ticket Protection terms may be updated without notice.
For any queries please visit: https://ticket-refunds.com/contact/
Please note: Ticket Refund Protection is not an insurance policy or contract of insurance.
7. What if I want to buy more than 9 tickets?
Single ticket purchases are limited to 9 tickets per order and a total of 50 tickets per production. All purchases exceeding these limits must be made through a licensed group sales agent.
Visit our Group Sales page for more information.
8. I've never been to the theatre before. What can I expect?
We’re happy you chose Roundabout as your first experience. Take a look at our Audience Agreement:
We're all in this together. Theatre only exists with an audience—and at Roundabout, we're committed to getting better and better at welcoming everyone. So, please:
-
- Dress comfortably.
- Feel free to engage with the show genuinely: react, vocalize, laugh, or cry. Just please do not intentionally distracr your neighbors or the artists on stage.
- Show kindness towards each other. Don't judge others' responses, and don't presume you know someone else's story as they experience the show.
We all play an ongoing part to dismantle racism, ableism, colonialism, discrimination based on gender identity and sexual orientation, and all other forms of oppression. Roundabout reserves the right to relocate or remove any person who disregards our intention to make our theatres and events welcoming and accessible to all.
You can contact our Audience Services team with any questions about your ticket purchases or subscription.
Audience Services Hours
| Sunday | 10AM–7PM |
| Monday | 10AM–6PM |
| Tuesday–Friday | 10AM–8PM |
| Saturday | 12PM–8PM |
Email
audienceservices@roundabouttheatre.org
Phone
212.719.1300