Support

HOW DOES IT WORK?

• IS THERE A SUBSCRIPTION?

By registering for free on OnTheatre you will have access to all the theatrical performances available on the platform. No fixed costs will be charged to you, you will be able to buy individually only the shows you want. OnTheatre is not a subscription service, as the content comes from different theater companies from all over the world. Proceeds from tickets sold go to theaters and artists who own the content.

• WHERE DO MY DATA GO?

OnTheatre is an innovative Italian startup, created thanks to the support of the digital provider Assolo Network. For registration, we only ask you for the essential data to be able to manage your purchases safely and we do not pass your data on to third parties. You can cancel your subscription to the platform at any time and your data will be removed in accordance with the Privacy Policy. By subscribing, you agree to receive our newsletter, which contains updates and offers for all the new shows on OnTheatre. This is to help theaters promote their productions. If you no longer wish to receive the newsletter, you can unsubscribe via the button at the bottom of the email.

• HOW DO I PAY?

To purchase a show you must be logged in. You can verify this by checking that your name appears at the top right instead of the LOGIN box.

Your payments are handled securely by PayPal. You can pay with your PayPal account if you already have one, or use a valid credit card. If something goes wrong, write us at support@ontheatre.tv, we are available to help you 24/7. It is not possible to buy the same show several times, nor to give it to a user who is not registered. If you have any problems write to us at support@ontheatre.tv

• HOW DO I WATCH THE SHOWS?

The shows are on OnTheatre for short periods only, exactly like in the theater, but once you have purchased a show you will find it in your MY SHOWS area for 28 days from purchase, even if you purchase it just before it is removed from the homepage.
You will have 48 hours to view and review it as many times as you want, starting with the first click on WATCH. For KIDS shows you will have up to 8 days for your kids to review them.

• WHAT ABOUT LIVE SHOWS?

For Live Streaming shows, you can purchase the ticket in advance and connect at the scheduled start time. If you log in later, you'll see the show from where it is, but don't worry. Once finished, you can start over and you will always have 48 hours to review it. OnTheatre guarantees the highest quality of Live Streaming, but sometimes it can happen that there are problems connecting to the source. Again don't worry, the show will be fully recharged once registration is complete.

• I HAVE RECEIVED A CODE, HOW IS IT USED?

If, on the other hand, you have a code, just enter it in the CODE section of the menu on the left or under “Do you have a code? Click here "inside the show.

REGISTRATION

• I CAN'T LOG IN

If this is your first time using OnTheatre you must first register:

1. Click on REGISTER on the Homepage or in the menu on the left, or on the link “Is this the first time? Sign up here "
2. Enter the required data, the captcha (be careful to respect upper and lower case), create and confirm your Password and check the necessary boxes. Then click on SIGN UP
3. You will receive an email at the address you have indicated, click on the confirmation link. If you can't find it, remember to check your spam!
4. You can now login. Enter the email and password you created and choose your show!

• I HAVE NOT RECEIVED THE REGISTRATION CONFIRMATION EMAIL OR THE LINK DOES NOT WORK

1. Wait up to 10 minutes. Also check your junk mail. Also make sure you haven't exceeded your inbox capacity.
2. It is possible that you entered an incorrect address when registering. In this case, try to register again.
3. If the confirmation link does not work or sends you to an incorrect address, it is possible that the antivirus of your email domain has filtered it.
4. Write to support@ontheatre.tv, we will activate your account manually.
5. If you have not confirmed your registration, you have 24 hours to do so. After 24 hours, the unconfirmed address will be removed from the server and you can make a new registration.

• ERROR MESSAGE “YOU ALREADY HAVE AN OPEN SESSION WHICH EXPIRES IN 45 MINUTES. DO YOU WANT TO CLOSE THE PREVIOUS SESSION? "

Remember that OnTheatre is available for each account on only one concurrent device, so you won't be able to keep the same account open on two different devices. If you want to change the device click ok on this error message and log in again.

DISPLAY PROBLEMS

• I CAN'T FIND SUBTITLES

Not all videos have subtitles available. If present, it is indicated in the show sheet in which languages they are available. Click on CC in the player bar and choose the subtitles in your language. 

• I CAN'T GET FULLSCREEN

1. The command (four arrows) is located at the bottom right of the player bar. The display may depend on the device or browser you are using.
2. To exit the fullscreen click again on the command or press Esc on your PC.
3. On some Tablet devices, if display problems appear, try orienting the device vertically.

• THE VIDEO STOPS / DOES NOT LOAD

It may depend on your connection:

1. In order to access and use OnTheatre you must have a broadband Internet connection, i.e. high-speed at least 1Mb / s, as well as an enabled device (PC, smartphone, tablet or smart TV).
2. You can change the display quality from the settings icon at the bottom right of the player, reducing it if the connection is insufficient to support HD display.

Remember, it is not possible to download videos from OnTheatre or reproduce them for uses that do not comply with copyright regulations. Any abuse detected will be reported to the competent legal bodies.