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Broadway Grand Rapids

FAQs

Renewing Subscriptions

I’m already a subscriber. How do I renew for next season?

The renewal deadline has passed for the 2020-2021 Broadway Grand Rapids Season


Is there a payment plan available?

YES! Season ticket holders can take advantage of our payment plan to break up the cost of your subscription package into four equal installments. Installments will be automatically charged to your credit card on a monthly basis. Beginning this season, there is no additional fee to participate! This payment plan is only available using a valid credit card. 


What is Automatic Renewal?

Season Ticket Automatic Renewal (STAR) is an optional program that makes it easy to keep your seats year after year! When we announce the next season, you won’t need to take any action – we will automatically renew your same seats using the card on file. Season Ticket Automatic Renewal (STAR) subscribers are still able to opt into our no-fee Payment Plan and will receive an invitation to participate in upgrades after the renewal period ends. If you would like to sign up, please call us at 866-928-7469.

Please note – a valid email address is required to participate in STAR.


What if I miss the renewal deadline?

In an effort to make sure that you are notified of your season ticket renewal, you will receive multiple notices about renewing your seats. Once the deadline has passed your seats will be released to other subscribers, so please make sure to renew on time!

If you have missed the renewal deadline but would still like to subscribe, please call us as soon as possible at 866-928-7469.

New Subscriptions

I am not a season ticket holder, but I would like to purchase a subscription for the 2020-2021 season. When can I do that?

New subscription packages are now available.  For all subscription package details and how to order visit our subscription information page.

Exchanging and Adding Tickets 

Can I exchange into a new date or seats for one of my shows?

This is one of the best benefits of becoming a Broadway Grand Rapids Season Subscriber! If you are unable to attend your scheduled performance, you may exchange into another performance of the same production. You may also exchange or upgrade into new seats for the same performance.

IMPORTANT INFORMATION ABOUT EXCHANGES:

Unfortunately, comparable seating cannot always be guaranteed. Tickets must be exchanged 24 hours prior to your regularly scheduled performance and by Friday at 5:00 pm for weekend performances. The difference must be paid if exchanging into a higher priced performance or seat location. Your subscriber pricing, if applicable, will be honored if you exchange your tickets. However, when exchanging from a lower to a higher-priced performance or into premium seating, the price difference must be collected when processing the exchange. Refunds from exchanging into a lower priced tickets/performance will be processed within 7 business days. Exchanges may only be made for a different performance of the same show.

Ticket exchanges for WICKED must be completed no later than 72 hours prior to your performance. Ticket limits, subscriber ticket exchanges and access to additional tickets will be restricted for DEAR EVAN HANSEN (more information to follow).


I cannot attend the entire run of a show or have no interest in seeing one. What are my options?

We apologize if there is a show in your season that you cannot make or have already seen; however, we are unable to offer you a refund on those tickets. Bear in mind that one of your subscriber benefits is the ability to exchange into another performance of the same show. You may also transfer your tickets to a friend or loved one for free by logging into your online subscriber Account Manager

If there is a show in another one of our markets that you would like to see, we may also be able to help through our City-to-City exchange program! Please note that all City-to-City exchanges must be completed at least two weeks prior to your original performance date. Please call 866-928-7469 for further information.


How do I purchase additional tickets for a show?

Once additional tickets and exchanges become available for subscribers for the 2020-2021 Season, you may add tickets online or over the phone 866-928-7469.


When do additional tickets and exchanges become available for subscribers?

Additional tickets and exchanges are offered to subscribers before the shows go on sale to the general public. We will send you an email notification with more information once additional tickets and exchanges become available.


Can I purchase my usual subscription seats for Mannheim Steamroller Christmas?

Special Events are not part of the main package and are sold to subscribers on a first-come, first-serve basis, so we cannot guarantee your usual seats. 


How do I purchase tickets to Broadway Across America/Broadway Across Canada shows in other cities?

Broadway Across America makes ordering tickets for family, friends, and colleagues in a different city easy. Please call our subscriber hotline at 866-928-7469 and our representatives will be able to assist you with the purchase. For a list of cities within the Broadway Across America network visit BroadwayAcrossAmerica.com.

General Subscription Questions

Due to an emergency, I missed my scheduled performance. What are my options?

We understand that emergencies happen. If an extenuating circumstance arises and you are unable to make the necessary exchange arrangements prior to the show, please contact the Broadway Grand Rapids office at 616-235-6285 and ask to speak to a representative within 48 hours of your missed performance. Please keep in mind that you can only be relocated into another performance as long as the show is in town, at the discretion of the show. Accommodations can only be made for the same performance, based on availability. No refunds will be offered for missed performances.  Please note: some shows may not offer reseating options.


What do I do if a performance is cancelled? What is the policy with regards to inclement weather?

All performances will go on as scheduled. If you miss a performance due to inclement weather, please contact the Broadway Grand Rapids office at 616-235-6285 for possible reseating options within the same production. All reseating is subject to availability. Missed performances cannot be refunded or exchanged. Some performances may not offer reseating options.

COVID-19 Update: Ticket holders will be contacted via email with information regarding cancelled or rescheduled shows.


My season tickets have been lost, stolen, or damaged. What should I do?

If your subscription tickets have been misplaced or destroyed, contact us the Broadway Grand Rapids office at 616-235-6285 as soon as possible to request a reprint.


I had an issue at a recent performance that I would like to speak to someone about. How can I contact a customer service representative?

You may call Broadway Grand Rapids at 616-235-6285 to share your concerns.


How can I purchase or exchange into accessible seats for a subscription? What other kinds of accessible services do you offer?

If you wish to purchase accessible seats for a subscription, please call us at 866-928-7469 (Monday – Friday, 9am – 5pm) or reach us via email at BroadwayGrandRapidsService@BroadwayAcrossAmerica.com

For Broadway Grand Rapids performances, Saturday matinees are American Sign Language interpreted and Sunday matinees feature open captioning. For additional information regarding accessible services at DeVos Performance Hall, please visit their accessibility page.


I would like to split my season tickets into individual accounts or give my account to a friend. Is this possible?

Broadway Grand Rapids Subscribers can split accounts with friends and family. For more information, please call us at 866-928-7469 or reach us via email at BroadwayGrandRapidsService@BroadwayAcrossAmerica.com


Where can I find the terms and conditions of a season subscription?

For a full list of Terms and Conditions, please visit this page


I would like to change my seating or performance day for the entire subscription. What do I need to do?

During the renewal period, you may call us at 866-928-7469 to see if there are any options for changing your seats. Bear in mind that our inventory may be limited or unavailable at this time.

Shortly after the renewal deadline, all renewed subscribers will receive an email invitation to log in and browse options for subscription upgrades. Keep in mind that upgrades are possible only when seats become available through cancellations, meaning better seats may not be available in your desired performance day and time. You will retain your current seats if there are no upgrade opportunities that meet your needs.

IMPORTANT: You must have a valid email address to receive notifications about upgrades. Please add BroadwayGrandRapidsService@BroadwayAcrossAmerica.com to your safe senders list so you do not miss any emails from us.

Note: the online upgrade window for the 2020 – 2021 Season has passed. Please contact the subscriber hotline at 866-928-7469 to see if your request can be accommodated.


Where can I find information about mobile tickets?

We are excited to offer mobile ticketing starting with the 2020-2021 season. More information will be provided for subscribers as the 2020-2021 season draws near. For general FAQs about mobile ticketing, please visit here

Website Issues

How do I update my email subscription preferences?

To update email preferences, please click here and submit the email address attached to your account. You will receive an email notification with more instructions.


I’m running into an issue on my Account Manager. What should I do?

If you are receiving an error message, please call us at 866-928-7469 or email BroadwayGrandRapidsService@BroadwayAcrossAmerica.com for assistance.


I keep getting a spinning wheel when trying to purchase or exchange. Is Account Manager broken?

In order to utilize our Interactive Seat Map, it may be required to update or install Adobe Flash Player on your web browser.

Directions for installation:


How do I use Ticketmaster credentials to sign into Account Manager? 

When you sign into an Account Manager site, use the same email address you have always used. The system will recognize your email and may prompt you to reset your password. Once you have successfully signed in, you will be able to use the same username and password for other Account Manager sites and Ticketmaster.com. 


How can I reset my password? 

You can click “Forgot Password?” at sign-in to receive an email or a text message with a one- time code to reset your password. 


Can I still use my old credentials to sign into Account Manager? 

Unfortunately, no. All sign-ins use Ticketmaster credentials. You will still use the same email, but your password may be changed. 


Why are my Ticketmaster credentials being used to access my Account Manager account? 

With a secure, unified credential system, you can sign into your Ticketmaster and Account Manager sites using a single sign-in (username/password). With this new sign-in, not only is your account more secure, you no longer have to remember several username/passwords and can access your tickets faster. 


How can I change my account information? 

Account information including your name, email address, phone number and password can be updated in the My Profile section of your Ticketmaster account. You can access My Profile from the profile section of Account Manager or by signing into ticketmaster.com. 

Your mailing address can only be updated in the profile section of Account Manager. 

You can also contact the Subscriber Service Center hotline at 866-928-7469 to make updates to the way they communicate with you. 


Why am I being asked to add a phone number when I sign in? 

To ensure it is you, we are requiring each account have a phone number associated with it. This phone number can be updated via your Ticketmaster.com account profile. 


How will this make accounts more secure? 

This upgraded sign-in experience protects accounts against account takeovers by identifying suspicious sign-ins and locking the accounts before bad actors can use stolen credentials. 


What if I don’t want a Ticketmaster account? 

Account Manager fans will be required to use a Ticketmaster account to sign in. Ticketmaster is committed to building a modern, secure sign-in experience. Accounts created on Account Manager sites will not be marketed to by Ticketmaster unless you make a purchase directly on ticketmaster.com. 


How do I know if I have a Ticketmaster account? 

Enter your email address in the email field and the system will check to see if you have an existing Ticketmaster account. If you see a message that says “Email Not Found”, you will need to sign up with a new Ticketmaster account. 

Creating an account is simple and secure! Follow the steps here to create an account. 


My account is associated with an email address I can no longer access. How can I change my sign-in credentials? 

Contact the Subscriber Service Center hotline at 866-928-7469 and have them unlink your email from your Ticketmaster account. They will then change the email on your account to a new email of your choice. When you sign in again, you will use the new email address. 


I have multiple accounts for different venues or teams. Do I need to have a Ticketmaster account for all of them? 

Each individual email address that you use to sign into Account Manager will have a Ticketmaster account. If you use the same email address for all your accounts you will only have one account that can access each venue or team. 


Can I manage all my tickets in one place? 

No. Your Account Manager tickets and your Ticketmaster tickets are still in separate systems. Your credentials are the same, but the accounts are separate. 


I want to transfer my tickets to a friend using Account Manager. What account will they need to use to accept the tickets? 

Your recipient will need to sign into Account Manager with a Ticketmaster account to accept the tickets. If they do not have an account they will be prompted to create one. 


What if my account is a Business account? 

Business accounts are included in the consolidation process. If the business account does not have a first or last name associated with it, the fan accessing the account will be required to enter one when they sign in. 

General Broadway Grand Rapids & Venue Information

If I make a donation to Broadway Grand Rapids, where does it go?

Your general contribution to Broadway Grand Rapids nurtures live theater in our community in many ways. Donations help finance our education programs, including master classes and workshops, and bolsters our efforts to bring world-class productions to West Michigan. A specific donation to our Seats4Kids program goes exclusively to providing an opportunity to economically disadvantaged kids in the Grand Rapids area an opportunity to see a Broadway show.


How do I know if a show is family-friendly? Does my toddler need a ticket? 

Broadway Grand Rapids brings many family-friendly performances to Grand Rapids. However, some shows advise parental guidance. For specific ratings or age recommendations, please call the Broadway Grand Rapids office at 616-235-6285. Every person, regardless of age, must have a ticket. For the comfort and enjoyment of all guests, anyone who is disruptive to other guests will be asked to leave the venue.


Is there a dress code to attend Broadway shows? 

We suggest you wear what is comfortable for you. While our theatre has no specific dress code, we find that many of our patrons like to dress nicely to celebrate attending a special event.


Where do I park? How much does it cost? 

Parking is available beneath DeVos Performance Hall, in the City/County Government lot across the street from the hall, as well as metered street parking and Ellis Parking properties nearby.

Cost of event parking depends on parking venue. Subscribers receive special parking discounts per show at the Mid-town Ellis Parking ramp between Lyon and Pearl Streets, a block from the theater.

Please visit Map & Directions for more information.


My question has not been answered. What do I do? 

If you have other questions or concerns please contact Broadway Grand Rapids