Below you will find all of the theatre's FAQs.
Most Frequently Asked Questions
Help! I can't log into my account.
Click here to log into your account. If you do not have an account, click “create a new account.”
If you have not previously logged in with your email or are unsure of your password, try using “hanover1” as your password or click “Forgot your password?” and follow the instructions.
Please do not hesitate to contact the ticketing office at 877.571.7469 with any issues.
What are the box office hours?
The box office is open to the public Monday through Saturday from 10am-6pm. On Sunday performance days, the box office opens either at noon or two hours prior to curtain time, whichever is earlier.
Feel free to contact us with questions and we will respond as soon as possible. If you have other needs, our dedicated customer service and sales staff is available by phone at 877.571.SHOW (7469) Monday through Saturday from 10am-6pm.
Summer hours (Memorial Day-Labor Day) are Monday through Friday from 10am-6pm. On Saturday and Sunday performance days, the box office opens either at noon or 4 hours prior to curtain time, whichever is earlier.
Can I get a refund on tickets I can no longer use?
Broadway subscribers have the exclusive benefit of exchanging tickets from any performance in their Broadway Series to an alternate performance within the same show. We are unable to offer refunds for tickets purchased. If you are unable to attend a performance for which you have tickets, please consider giving those tickets to a friend or family member. If that is not possible, The Hanover Theatre will accept your tickets up to 48 hours prior to curtain call as a tax-deductible donation. Please be sure to mark your tickets as “donated” and retain them for your records.
We strongly recommend you protect your booking with Booking Protect as all tickets are non-refundable. You can add refund protection to your order allowing you to apply for a full refund should you or anyone in your party be unable to attend the event due to injury, illness, adverse weather and more. If you purchased Booking Protect ticket insurance and wish to request a refund, please submit an application through the Booking Protect Refund Portal.
Does my child/infant need a ticket?
Everyone must have a ticket for admission. Standing room is not permitted. If a show allows lap seating, we will note that on the show page. Please call us at 877.571.SHOW (7469) for more information.
How do I get to the theatre, and where can I park?
Directions and parking information are available here.
Can I see a seating map of the theatre?
A seating map is available here.
More Frequently Asked Questions
The following questions are focused on seats, tickets and ticketing policies.
What do I do if I lost or never received my tickets?
Be wary of buying tickets from any third party website. We have no way of validating or replacing tickets that have been purchased through any website other than TheHanoverTheatre.org. We cannot seat or refund you for an invalidated ticket.
Are gift certificates available? How do I buy one?
Please note that gift certificates are non-refundable. They are handled as cash and cannot be replaced if lost or stolen. Possession of a gift certificate does not guarantee the availability of tickets to any specific performance.
Can I request a ticket donation for my organization?
Unfortunately, we are unable to provide gift certificates as donations.
What happens if the theatre has to cancel or reschedule a show?
The Hanover Theatre reserves the right to substitute non-headliner performers without offering refunds.
If you purchased parking in advance for a rescheduled show through ParkWhiz, your parking reservation will automatically be transferred to the new corresponding date.
Can I exchange my tickets to a different performance?
What is the theatre's inclement weather policy?
You can protect your investment by participating in Booking Protect, a ticket insurance option. You can choose to select Booking Protect as an add-on before finalizing your transaction. Booking Protect is only available at the time of purchase and allows you to receive a full refund of the purchase price should you or anyone in your party be unable to attend due to injury, illness, adverse weather and more.
Do you sell ticket insurance?
- Injury, illness (including pre-existing medical conditions) or death happening to you, or an immediate family member.
- Burglary or fire at your residence in the 48 hours immediately before the event.
Adverse weather including snow, frost, fog or storm where the Government have issued travel warnings.
- The breakdown, accident, fire or theft of a private vehicle en route to the event.
- You being made redundant from or relocated for work which you were unaware of at the time of booking.
If you purchased Booking Protect ticket insurance and wish to request a refund, please submit an application through the Booking Protect Refund Portal.
How many people do I need for a group discount? Can I book groups online?
How can I purchase tickets for wheelchair seating?
What is the theatre's out-of-state ticket policy?
Can I print my show tickets at home or add them to my Apple Wallet?
To add the tickets to your Apple Wallet, click the ‘Add to Wallet’ button next to each seat in your confirmation email.
Why are some seats already taken if the show just went on sale?
In the case of non-Broadway Series performances, Broadway subscribers and theatre members typically have access to a limited-time presale before tickets go on sale to the public. Click here for information on becoming a member for early access to tickets.
My tickets are not numerically sequential. Are the seats together?
How much legroom is there between seats?
Is there a part of the theatre where the sound/acoustics are best?
The Mighty Wurlitzer Organ is 100% acoustic and, as its pipes are located above the seating boxes on either side of the theatre, it is naturally slightly louder in the balcony than in the rear orchestra.
The following questions are focused on your visit to the theatre and how we can assist you in planning around your visit.
How early should I arrive for a show?
What does 'will call' mean?
Where can I go for dinner before a show?
Are food or drinks allowed inside the theatre?
Is there a place to store my coat and belongings? Will there be a security check?
What do I do if I need first aid at the theatre?
What is the theatre's camera policy?
Press inquiries should be directed to public relations.
What is the theatre's cell phone policy?
Is there an ATM at the theatre?
If the show is too loud for me, what should I do?
What can I do if someone seated near me is loud or interfering with my enjoyment of the show?
As we solicit feedback from audiences in post-performance surveys, the vast majority of complaints are regarding the behavior or actions of fellow audience members. Please be respectful of the performing artists as well as your fellow patrons and their desire for quite enjoyment of the performance.
The following frequently asked questions are focused on supporting the theatre through methods other than ticket-buying.
Why should I become a member of The Hanover Theatre and Conservatory?
How can I advertise my company in the show programs?
How do I sponsor a show?
Can I rent the theatre for a private function?
Can I volunteer at the theatre?
The following questions are focused on email communications.
How do I join the theatre's email list?
How often will I receive emails?
How do I update my email or communication preferences?
I am having trouble receiving emails from the theatre. How can I make sure important emails are delivered to my inbox?
To ensure that all emails from The Hanover Theatre and Conservatory appear in your Inbox, please:
- Make sure that your email communication preferences for your account are up to date. We highly recommend opting in to all preferences, since during this pandemic our email communications have not fit as neatly into our usual categories.
- Make sure firstname.lastname@example.org is on your trusted senders list.
- If you do find our emails in your Spam or Junk folder, take this opportunity to tell your mail program that it is not spam by hitting the ‘not spam,’ ‘not junk’ or similar button.
- Forward the following short message to your ISP, IT department, or Email Provider: Please add a whitelisting rule to allow email from the following IPs and domains: 220.127.116.11, 18.104.22.168, @c123.criticalimpactinc.com and @criticalimpactinc.co. These IPs send important information from The Hanover Theatre and Conservatory. Due to the nature of the email content, these emails can sometimes trigger a ‘False Positive’ in the spam filter/quarantine.