FAQs

Here are some common questions that come up for our patrons. Click on a category below to view the questions and answers. If your question does not appear below, please contact our Box Office so that we can assist you.

Passwords, Logins, Email Addresses
Q: If I give you my email address, will you sell or share my information with other organizations?
Not your email address. Please click on the "Privacy Policy" link at the bottom of any of the pages for further information. 

Q: I thought you had my email address for my account, but when I gave my email address to you on the search, it said my email address was not associated with a User Name. What do I do now?
We may not have the email address you provided on record or you do not have an account with a username. Please try your other email addresses if you have any. If you are sure you have logged in to the site before, please email boxoffice@osfashland.org and provide your name, email address/es, and account/member number if you know it.

Q: You sent me an email with a login and password. Why can't I sign on?
We are aware of some problems that customers have encountered with logging in to the system, and are working diligently to fix them. Please email us at boxoffice@osfashland.org with a description of your problem and we will be happy to assist you.

Q: There is more than one name associated with my account. Why does only one name show up on my account information screen?
Our system can only show one name on an account on the website. If you submit information that changes how we respond to you (primary email, phone, mailing address) then it will be reflected in what you see in your customer account information.

Security

Q: How do I know that my credit card information is secure?
The security of your personal information is important to us. When you enter sensitive information (such as credit card number) on our registration or order forms, we encrypt that information using secure socket layer technology (SSL). We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it. No method of transmission over the Internet, or method of electronic storage, is 100% secure, however. Therefore, while we strive to use commercially acceptable means to protect your personal information, we cannot guarantee its absolute security.

Q: Why do I need to enter my credit card each time I order tickets? 
Not permanently storing your credit card information is the only completely safe way to ensure that it will not fall into the wrong hands. While it does take extra time to re-enter the card number every time you purchase, it is the best safeguard possible.

Q: Why do I get the message "You are about to leave a secure site."?
There are pages of our website where we have taken extra security measures to protect your personal information. Whenever you leave one of these pages with heightened security and are going to a page where such security is unnecessary, your browser may display a warning message that reads "You are about to leave a secure site." This is normal, and does not pose a security risk; we will never ask you to enter sensitive information on a page that is not appropriately secure.

Purchasing Tickets Online

Q: How do I find tickets for the plays I want to see?

Click the Buy Tickets button at the top of the page to find the calendar, or you can go to each play detail page and buy tickets from those pages.

Q: What do I do if I want to shop for several performances?
The easiest way is to go to the Buy Tickets page, find the performances you would like to attend, click the Save to Planner link that is below the Buy Tickets button. The performances will be added to your Trip Planner. Then go to the top of the page in the header and click on the Trip Planner link. You'll find your performances in the Trip Planner. You can then buy tickets from your Trip Planner.

Q: What is the easiest way to plan my play itinerary?
The easiest way is to go to the Buy Tickets page, find the performances you would like to attend, click the Save to Planner link that is below the Buy Tickets button. The performances will be added to your Trip Planner. Then go to the top of the page in the header and click on the Trip Planner link. You'll find your performances in the Trip Planner. You can then buy tickets from your Trip Planner.

Q: I require wheelchair or other access for my itinerary. Am I able to ticket myself online?
Yes. All our theatres are accessible, and you are able to select wheelchair seats and companion seats online.

For more information, visit our Accessibility page or call the Box Office at 541-482-4331, OTRS (711) or 800-219-8161 between the hours of 9:30 AM and 8:00 PM on performance days, and 9:30 AM and 5:00 PM on days without performances.

Q: What does "Best Available Seating" mean exactly?
In selecting the best available seats, we use an algorithm that chooses seats from those that remain available that are closest to the center of the theatre and closest to the stage. When you select from a particular price section of seating, seats with those same criteria are chosen from that price section.

Q: I can't read the online seating maps clearly. How do I make them larger?
Click on the map, then mouse-over the seating map to bring up a magnified view of the seating area.

Q: The tickets I bought are all in the same row, but have non-sequential numbers - e.g. 2, 4, 6, 8. Are these seats together?
Yes, they are together. Our seating is designed that way. All of the even numbers are on one side of the theatre, odd numbers are on the other. The lower the number, the nearer the center of the theatre your seats are located.

Q: I'm buying for several people - can I send them my suggested performances without buy-ing tickets?
Yes, you can share your suggested performances through the Trip Planner. Once you have added your performances to the Trip Planner (see responses above), there is a "Share List" button so you can email them to your friends and family.

Q: I ordered tickets but I haven't received email confirmation. Will you send one?
Does your email provider have spam protection? Some providers filter email based upon content. Where it applies, please check:

  • Do you need to add www.osfashland.org to your list of acceptable email senders? 
  • Did the email go to a spam folder? 
  • Do you have multiple email addresses? Check all your inboxes. 
  • Did you receive an order number at the end of your web transaction? 
  • Did you enter your email address correctly? Please double check the spelling and format. 
If none of the above applies, please contact the Box Office at boxoffice@osfashland.org.

Q: Can I check my orders and ticket history online?
Yes. Log in to the site on the upper right hand corner. Once you have logged in, return to that login area where you will now see your name. Click the My Account link in the drop down, then go to Ticket History and you will see a list of orders with the dates and times they were placed; then click on a reference number to see the details of that order. 

Please note that this is reference information only; orders are not editable online.

Q: I added an event to my cart, but there's a message saying my cart is empty. What happened?
Try clicking the Refresh button on your browser or navigating to another page and back to the cart--usually your event will show in the cart then.

Q: I submitted an order earlier, but now I need to change it. Is it possible to access it online for editing or to add to it?
Once an order is submitted, it is not accessible from the website to make changes. Please call the Box Office at (541) 482-4331, (800) 219-8161, or email boxoffice@osfashland.org for assistance.

Q: I want to change the show I applied my comps to, but when I try to reseat the show with comps, the website doesn't give me the comp option. What do I do?
Please contact the Box Office at boxoffice@osfashland.org, (541) 482-4331 or (800) 219-8161 after checking out; we will be happy to adjust your order.

Q: What is the members' waitlist and how does it work?
The members' waitlist is available to Donor ($150) level members and above. For more information about membership, see the Membership & Giving section. 

The procedures are as follows:

  1. Payment for your waitlist order takes place at the time you make a waitlist request. As tickets become available, waitlist orders orders are filled according to the time/date received and the tickets will be either held at the Box Office or mailed. There is no guarantee that waitlist orders can be filled.
  2. If you wish to cancel your waitlist request, please notify the Box Office at least seven days prior to the performance and we will process your refund at that time.
  3. If we cannot fill your waitlist request by 4:00 PM the day before the performance, we will refund the payment being held.
  4. After 4:00 PM the day before your waitlisted performance, the status of your waitlist will be known. Please call, email, or come by the Box Office to check on the waitlist request.
  5. Requests filled and not picked up will not be refunded on the day of or after the performance.
Q: What are your ticket prices?
Our prices can be found in the Experience OSF section in the Box Office area. You can also see the range of prices on the calendar page and play detail page calendar. Once you select your seat in either Best Available or in SYOS you will see the exact price of that seat.
Trip Planner

Trip Planner is a convenient way to plan your trip and add multiple performances to a list. Once you have the list, you can share the list with family and friends and you may purchase tickets and add them to your cart.

Q: Do you have any tips for using the Trip Planner?

Sure. The Trip Planner is similar to the Festival Planner we had on the old site, but this is better because once you have all your performances in the list, you can then choose your seats (or use the Best Available seating option), add them to your cart and proceed down the purchase path. Plus you can share your list with family and friends.

  1. Go to www.osfashland.org and log in to your account. This is important because then your selected performances will be saved in your Trip Planner. When you return to the site, if you want to review your list of performances in Trip Planner, you will need to log in.
  2. Click Buy Tickets. This will take you to the calendar page.
  3. Find the dates you want to attend on the calendar.
  4. Click "Save to Planner" (link located below the Buy Tickets button). Once you've clicked it you'll see the copy change to "Added to Planner."
  5. Once you've added all your desired performances to the Planner, click the "Trip Planner" link at the top of the website in the header area.
  6. Now that you have your list, you can buy tickets immediately or at a later date, and and you can share your list by clicking the blue button, "Share List."
  7. Enter the email addresses, add a message for your friend, and fill out the captcha box (to confirm you are a person and not a nefarious bot), and click send. 

 

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Membership
Q: My membership benefits include complimentary tickets. How do I apply them to my order?
Once you have seated your performances and continue to check-out, in Billing & Shipping you will be asked if you would like to apply comps to the order. We will apply your comps to the best tickets.

Q: I want to apply my complimentary tickets to a show I already added to my cart. Can I do this?
Yes, because you will be asked to login after you have seated your order, and comps will be applied as you proceed to check-out.
Other Questions
Q: What is your refund policy?
Tickets must be received in or released to the Box Office at least seven days before the performance. $10 per ticket Refund Fee (Exception: No refunds on special offers).

OSF Members refunds: Tickets must be received in or tickets released to the Box Office at least three days before the play. No fees charged (No refunds on special offers).

Any exceptions to the above terms assessed a $15.00 per ticket service fee. No refunds or exchanges on day-of-show, promotions or special offers.

Please contact the Box Office at 541-482-4331, 800-219-8161, or boxoffice@osfashland.org to make arrangements.

Q: What is your exchange policy?
Tickets must be received in or released to the Box Office at least seven days before the performance. $10.00 per ticket exchange fee (Exception: No exchanges on special offers).

OSF Members exchanges: Tickets must be received in or tickets released to the Box Office at least three days before the play. No fees charged (no exchanges on special offers).

Any exceptions to the above terms assessed a $15.00 per ticket service fee. No refunds or exchanges on day-of-show, promotions or special offers.

Please contact the Box Office at 541-482-4331, 800-219-8161, or boxoffice@osfashland.org to make arrangements.

Q: How do I find out about B&B, hotel and restaurant information?
Visit the Your Visit section of our site for information on accommodations as well as other ideas for things to do while you are in Ashland.

Q: If I make a non-specific contribution to OSF with my online ticket order, can I designate what I want my contribution to support?
Not at this time. All online contributions are directed to support general operations. For further information, please contact the Box Office at boxoffice@osfashland.org, (541) 482-4331 or (800) 219-8161.