Primetime FAQ

Check out the Frequently Asked Questions below to find answers about the Primetime Festival

Have a question we haven't answered here? Please email general@fringetoronto.com and we'll get back to you as fast as possible. To see individual staff contact details or send feedback to us anonymously, click here.


ACCESSING THE WEBSITE

HOW DO I CHECK TO SEE IF I HAVE A FRINGE PATRON ACCOUNT?

If you have purchased a ticket to the Fringe or Next Stage through our website in the past 4 years, you most likely have a Fringe patron account!

To check, click on the 'head' icon in the top right corner of your browser window (when you hover over it, it will read "My Account") or click here. You can now select "Log In" and try your email and your password. If you don't think you know your password, select "Request New Password" at the very top of the page.

When you select "Request New Password" you will be asked to add your email and your new password will be emailed to you. If your email does not register with the system, you will be directed to create a new log in.

HOW DO I CREATE A NEW FRINGE PATRON ACCOUNT?

Click on the 'head' icon in the top right corner of your browser (when you hover over it, it will read "My Account") or click here. Select "Create new account" at the very top of the page. You will be asked to add your email,  password, and contact details.

Once you have created an account, make sure you keep track of your log in details and password for future use!

When you select "Request New Password" you will be asked to add your email and your new password will be emailed to you. If your email does not register with the system, you will be directed to create a new log in.

HOW DO I RESET MY FRINGE PATRON ACCOUNT PASSWORD?

Click on the 'head' icon in the top right corner of your browser window (when you hover over it, it will read "My Account") or click here. Select "Request New Password" at the very top of the page.

When you select "Request New Password" you will be asked to add the email associated with the Fringe patron account and your new password will be emailed to you. If your email does not register with the system, you will be directed to create a new log in.


PRIMETIME FESTIVAL CONTENT

What's the difference between a ticketed show and an on-demand show?

The Primetime Festival includes 4 live, digital shows. Each of these shows are performed at a set date and time in a virtual space. Each show pushes the boundaries of what "digital theatre" can be. 

One show in the festival, With Love and a Major Organ, includes a live, digital premiere on November 3, and tickets are available. From Nov. 4-28, the show can be accessed on-demand on the show page by purchasing an On-Demand Pass. 

For more information about tickets and passes, click here.

How do I add tickets to my Primetime Festival Pass?

First, ensure you are logged in with your Fringe patron account (see above for step-by-step instructions). 

To add tickets to your pass, navigate to each of the show pages, select the time and date of the performance you'd like to attend, then click the "Tickets" button. Add a $5 ticket to your basket (NOTE: only a $5 ticket level can be used to redeem tickets against your pass). Proceed through the check out steps, ensuring that all tickets have changed to a $0 amount.  

You can also call 416-966-1062 ext. 0 on weekdays, and our patron services reps would be happy to book tickets on your pass over the phone. 

I have a pass, but I can't see the on-demand show.

First, are you logged in to the website? If you have purchased a Primetime Festival Pass or a With Love and a Major Organ On-Demand Pass, your access to the With Love and a Major Organ show page is linked to your Fringe patron account, so you must be logged in to view. Think of it like Netflix - you can't watch a movie until you are signed in! See the FAQs above to learn how to log in.

Second, the on-demand version of With Love and a Major Organ is only available after the live, digital premiere on Nov. 3. You can access the on-demand version on the show page from Nov. 4-28.

I TRIED TO PURCHASE A Pass BUT GOT AN ERROR THAT I "CANNOT RENEW SCHEME". WHAT DO I DO?

If you receive an error that reads "Customer cannot renew Scheme [TFF Membership 2021] too soon to renew", that means you already have a pass of any kind attached to your Fringe account. Log in to the website (see above FAQ questions for instructions), then navigate back to the page you were trying to view.

If you are logged in and are still prompted to purchase a pass, and then still receive an error, please click the "Help" button in the bottom right corner of your screen or contact general@fringetoronto.com and we'll help sort it out.

I'VE booked TICKETS TO A PRIMETIME SHOW. NOW WHAT?

Live shows in the Primetime Festival are virtual theatrical experience that take place at a set time. If you've purchased a ticket for a show, you will have received a confirmation email with your purchase details, and will receive a second email closer to the show date/time with the link to the live performance. Primetime shows take place on various digital platforms to best suit the art being presented.

Depending on when you purchase your tickets, you may receive the performance link as close as 1 hour before the performance. If it is within an hour of the performance and you are concerned you have not received the link, please click on the "Help?" button in the bottom right corner of your screen or email general@fringetoronto.com.