CUSTOMER SUPPORT – we’re here to help
Our customer support team are available to help you between 9.30am and 5.30pm GMT Monday to Friday. However, before contacting us please read through our FAQs section below, as the solution may be a quick and easy one.
If you still need our support, please email us at: firstname.lastname@example.org with the following information:
Your Full Name (and login email if it’s different to the one you’re emailing from)
Description of the problem
Date and time it occurred
Which URL (web page) you are having the problem with
Which Browser (Safari/Chrome/Firefox/Edge - and which version)
Which Operating System (Mac or Windows - and which version)
If you represent a School or University. This website is for personal and private use only. It is not licenced for educational use. If you would like to contact us to discuss a subscription plan for your School or University, please contact our Digital Theatre+ customer support team at email@example.com or visit: https://edu.digitaltheatreplus.com.
The player or other page won't load
Please check the following for possible easy fixes:
Check your browser is the latest version
Try an alternative browser or device to see if the problem.
Try logging in with “Incognito/Private” mode:
Chrome/Edge/Safari: Ctrl-Shift-N (Windows) or Command-Shift-N (macOS).
Firefox: Ctrl-Shift-P (Windows) or Command-Shift-P (macOS).
If you still can't get it to work (or it only works using 2 or 3 above) then email us using the Customer Services route at the top of this page.
What are the minimum technical requirements to use Digital Theatre?
You need a minimum download speed of at least 2.5Mbps (Broadband) or 180Kbps (3G or 4G).
Something went wrong when I was watching a production, what can I do?
Try logging out of your account and logging back in. This will often fix the issue. If this does not work, try resetting your wireless router, this may solve the problem. If you are still unable to watch a production, please email us at: firstname.lastname@example.org
The production keeps pausing, what can I do?
This is known as buffering. Often this delay is caused by a slow network. See some quick buffering tips below:
- Try and reduce the number of devices in use. Having multiple devices on your internet network can slow time.
- Stop any large downloads. If you are downloading or uploading large files while trying to watch a production, this streaming of heavy data could cause buffering.
- Test your internet connection speed. At busy times, some internet service providers may deliberately slow down your connection. If you are using Wi-Fi or broadband, you need at least 2.5Mbps. For 3G or 4G devices the minimum speed needed is 450Kbps. You can check your speed using one of these websites: www.Speedtest.net or www.Cnet.com.
If your production is still not streaming properly, please email us using the Customer Support details at the top of this page.
What is Digital Theatre?
Digital Theatre is an online streaming service that offers subscribers on-demand productions which can be viewed without commercials at home on personal devices.
We have more than 100 productions from world-class theatre companies around the globe available for instant access (from drama and opera to musicals and dance productions).
Our productions can be rented on a pay-per-view basis or subscribed to via our monthly subscription plan.
How do I sign up to a monthly subscription?
You will need to register your personal details before becoming a subscriber. To do this, you can select either the red “Subscribe” button on most pages or the “Start Free Trial” button that appears when you click on the production you would like to view. Once you have registered your details, you should select the “Continue” button. You will then be asked to enter your payment details. Once your payment has been processed, you can start watching the productions.
How do I rent a production?
You will need to register your personal details before renting a production. To do this, you should go to the production you would like to rent and then select the red “Rent For 48 Hours” button. Once you have registered your details, you should select the “Continue” button. You will then be asked to enter your payment details. Once your payment has been processed, you can start watching the production.
How do I log in?
Click “Log in” and enter your email address/username and password.
How do I unsubscribe to Digital Theatre email newsletters?
If you do not want to receive these, you can (a) click the “unsubscribe” link in one of our emails or (b) you can email us at email@example.com. Please make sure you send any email to us from the email address that is registered to your account. Whichever method you choose, you will still receive essential updates about Digital Theatre.
Why isn’t there an unsubscribe link in my email?
There are some Digital Theatre emails that you cannot opt out of, because they provide essential information about the service that you need to be aware of. If the email you received from us does not have an “unsubscribe” link at the bottom, it has been sent as an essential update.
How does the free trial work?
On occasion, we may offer free trials. The duration of your free trial will be specified during registration. You will receive an email from us that your free trial is about to end 3 days prior to the end of the trial period and that payment for your subscription is due. The email will contain a link to enable cancellation, you should click on this link and follow the instructions for cancellation if you wish to avoid any charges. You can also cancel your subscription at any time, see “How do I cancel my subscription” below.
Do I need to wait until the last day of my free trial to cancel?
No. You can cancel at any time and you will still be able to enjoy access to Digital Theatre until your free trial ends.
I was charged after my free trial. Can I have a refund?
Because our subscriptions are flexible and allow you to cancel at any time, payments are non-refundable. Unless you cancel before your free trial has ended, payment for a subscription is due. As this is made clear when you start your free trial and in your email confirmation, unfortunately we are not able to refund you simply because you forgot to cancel. If you have been charged because you forgot to cancel, the best thing to do is to cancel now so that you are not charged again and on a recurring basis. You will continue to have access to Digital Theatre through the end of your current billing period.
Managing your account
How does billing work?
Your subscription will automatically renew unless you cancel. We will take payment from the payment details you gave us on the same date (or closest possible) each month.
Which payment cards do you accept?
Our payment provider accepts Visa, Mastercard, Maestro, Discover and Diners Club International.
How do I change my billing information?
If you would like to use a different payment method than the one you provided during registration, you can log into your account and select “Billing Details” in your account section. You can then select “Update Billing Details” and enter your new payment details.
Why can’t I access my subscription?
Your payment card may have expired. Log in to your account, select “Billing Details” in your account section, then select “Update Billing Details” and enter a new card.
I forgot my password – help?
Click “Log in”, and then select “Forgot your password?”. Enter your email address and we will email you a link with some instructions on how to reset your password. When resetting your password, we suggest you choose a strong and unique password, see “How can I keep my account secure?” below for our password dos and don’ts.
I forgot my username – help?
If you have forgotten your username, please email us at: firstname.lastname@example.org
How do I change my email address?
Sign-in to your account and go to “Account Details” in your account. Enter your new email address in the “Update Email” section and click the “Update Email” button.
How do I change my password?
Sign-in to your account and go to “Account Details” in your account. Enter your current password in the “Current Password” field. Add your new password in the “New Password” field. Also add your new password to the “Confirm Password” field and click the “Update Password” button. We suggest you choose a strong and unique password, see “How can I keep my account secure?” below for password dos and don’ts.
How do I search for a particular production?
You can find all our productions via our “Categories” page, by clicking “Categories” link at the top of the page. They are grouped under genres such as, “Theatre”, “Opera”, “Dance”, “Music” and “Film”.
How long do I have to watch a rented production?
You have 48 hours to view a rented production from the time of purchase. If you purchase a subscription you have unlimited access to productions for the duration of your subscription.
Can I watch on multiple devices?
Yes, you can access Digital Theatre through any internet connected device (iPhones, iPads, android phones, and tablets).
Why are some productions no longer available and when will they be back?
We need to secure licences for our content, and some of those licences are granted for a limited period of time. If a licence for a production has expired, we can often extend it, but sometimes we will have to remove it from Digital Theatre.
Can I download and watch productions offline?
We no longer sell productions for download, but we will honour all historic download purchases. You can access these by logging into your account and selecting “My Rentals”in your account settings.
Do I need a TV licence to watch Digital Theatre?
You only need a TV licence if you purchase an event from our Live Theatre Service.
How does Digital Theatre support those with accessibility needs using its website?
We are committed to supporting our subscribers with accessibility needs and to making our website and services easier for you to use.
I have trouble seeing my screen.
We have designed our website so that you can change its appearance by adjusting your browser settings. So for example, you can:
- make the text bigger
- magnify your screen
- make your mouse pointer easier to see
- change the colours to make the text easier to read
- change fonts to make text clearer
- You can also turn on settings to make your device read text to you out loud.
To find out more about how you can change our website to meet your needs, please go to Vision | My Computer My Way (abilitynet.org.uk)
I have trouble hearing.
Our website has been designed to support people who have problems hearing sounds on their computer or device. This means you can:
- display captions on your smartphone
- connect your iPhone to your hearing aid
- turn on settings including visual notifications and Mono Audio on your iPhone
- display visual notifications on your computer
To find out more about how to make these changes and more, please go to Hearing | My Computer My Way (abilitynet.org.uk)
I have trouble using my mouse or keyboard.
We have designed our website so that you can still access it if you have difficulty using a keyboard or mouse. For example, you can:
- use keyboard shortcuts to navigate around the web instead of your mouse
- make your mouse easier to use, by slowing it down or making the pointer bigger
- make your keyboard easier to use, by using FilterKeys or StickyKeys
- use voice recognition software on your computer or smartphone
To learn how you can change your settings to make navigation easier, please go to Motor | My Computer My Way (abilitynet.org.uk)
I have trouble reading or spelling.
If you find reading or spelling difficult, that should not stop you from using our website. It has been built so that, by changing your browser settings, you can make it easier to use. For example, you can:
- make text bigger on your computer or device
- magnify your screen to make text easier to read
- change fonts to make text clearer
- hide distracting content on your iPhone or iPad
- turn on settings to make your device read text to you out loud
To find out more and start changing the way you use our website, please go to Cognitive | My Computer My Way (abilitynet.org.uk)
Is audio description available on Digital Theatre?
Audio description is currently unavailable for productions.
How can I keep my account secure?
We take account security very seriously and we do everything we can to keep your details safe, but to protect your account, we suggest you choose a secure and unique password. See our password dos and don’ts below:
- DO include uppercase and lowercase letters and special characters to make it extra secure
- DO choose a password that is 8-32 characters with a combination of numbers and letters
- DO use different passwords for all your different accounts. Otherwise, if one account is compromised, the others will also be at risk.
- DON’T use a word that’s found in the dictionary
- DON’T use a name or other personal information that somebody could easily guess (like a place or a birthday).
How can I tell if an email from Digital Theatre is genuine?
Please be wary of emails that do not seem to know who you are, contain errors like spelling mistakes, and links that do not direct you to Digital Theatre. If you are ever in doubt as to whether an email is genuine, do not click on any of the links. If the email is asking you to log in to your account, you can do so by typing in www.digitaltheatre.com directly into your browser. Please note, we will never ask you to send us your account password or full payment card details over email. If you get an email requesting sensitive information like this, report it as spam.
I have noticed some unusual activity on my account, what should I do?
If any of the following examples of unusual activities have occurred, your account may have been fraudulently taken over:
- Your email address on your account has changed
- Your password is no longer working
- You are being billed for a subscription you did not buy
- There are productions in your “My Rentals” that you have not watched
This may have been caused by a security breach on another service, especially if you use the same password for different services. You should reset your password using a strong password you have not used before. If you cannot do this because your email address has changed, please email us at: email@example.com. You should also change the password on your email account and any accounts where you use the same password and sign out of all devices linked to Digital Theatre. We take fraud very seriously, and we will investigate and take steps to secure your account.
What data does Digital Theatre hold about me?
. Please read these carefully if you would like to find out more about what personal information, we hold about you and how we use and share your data. If, after reading these, you have any concerns or you would like to exercise your data protection rights, please email us at: firstname.lastname@example.org
How do I check if my personal details are accurate and up to date?
Please just log in to your account and select the “Summary” section in your account.
Can I apply for a job with Digital Theatre?
Most of our roles are advertised offline, and we do not accept applications through our website or via our customer support email address.
How do I make a complaint?
We appreciate that sometimes things may go wrong, and you need to let us know. To help us deal with your complaint as quickly as possible, please email us at: email@example.com