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Broadway Customer Service: Telecharge Help & FAQ


Vaccine, Mask, and ID Requirements Extended Through Feb. 28, 2022

Broadway is all about gathering together and sharing in the experience of live theatre. The theatre industry is committed to the health and safety of all members of the Broadway community—theatre employees, production staff, cast, and audience members.

To ensure the safety of everyone in the theatre, the following policies are in place:


Everyone in the theatre must wear acceptable face coverings at all times, including during the show, except while eating or drinking in designated locations. All face coverings must cover the nose and mouth and comply with the CDC guidelines for acceptable face coverings.


Everyone ages 12 and older must be fully vaccinated with an FDA or WHO authorized vaccine to attend a show. Be ready to show proof of vaccination at the theatre. To confirm you are “fully vaccinated,” the following proof will be accepted:

Two doses of an FDA or WHO authorized two dose COVID-19 vaccine, received at least 14 days before the performance
One dose of an FDA or WHO authorized single dose COVID-19 vaccine, received at least 14 days before the performance

You may present proof of vaccination on paper or a smartphone.

APPROVED VACCINES: Pfizer/BioNTech (2 dose), Moderna (2 dose), Janssen/Johnson & Johnson, Oxford/AstraZeneca, Serum Institute of India-Covishield, Sinopharm (Beijing), Sinovac


Children ages 5-11 must be vaccinated with an FDA or WHO authorized vaccine OR present a negative test to attend a show. The following proof will be accepted:

At least one dose of an FDA or WHO authorized COVID-19 vaccine, received at least 14 days before the performance
A negative COVID-19 PCR test taken within 72 hours of the performance
A negative COVID-19 rapid antigen test taken within 6 hours of the performance

You may present proof of vaccination or a negative test on paper or a smartphone.

At-home rapid tests will not be accepted. APPROVED VACCINES: Pfizer/BioNTech (2 dose), Moderna (2 dose), Janssen/Johnson & Johnson, Oxford/AstraZeneca, Serum Institute of India-Covishield, Sinopharm (Beijing), Sinovac


Children under the age of 5 and those who need reasonable accommodations due to a medical condition or sincerely held religious belief must provide proof of one of the following:

A negative COVID-19 PCR test taken within 72 hours of the performance
A negative COVID-19 rapid antigen test taken within 6 hours of the performance

You may present proof of a negative test on paper or a smartphone. At-home rapid tests will not be accepted. Children under 4 are not permitted in the theatre.


Along with proof of vaccination, all guests 18 years or older must also present a government-issued photo ID, such as a driver's license or passport.

Guests under 18 may also use a school ID, with or without a photo. Other forms of ID may also be accepted, such as a copy of a birth certificate or other government-issued ID.

Children under 12 must be accompanied by an adult who meets the above requirements.

New York City requires staff and customers 12 years of age and older to be vaccinated against COVID-19 in order to enter this establishment. To find out where to get a free COVID-19 vaccine visit or call 877-VAX-4NYC (877-829-4692). For more information on Key to NYC, visit

Guests who do not comply with these protocols will be denied entry or asked to leave the theatre.


Most shows have announced flexible ticket exchange and refund policies, and you can manage your tickets right from your Telecharge Order Status page. Specific policies and deadlines can be found on each show's page.

To stay up to date, follow Telecharge on Facebook and Twitter.

Revised on 11/8/21



Who is Telecharge?
Telecharge is a division of The Shubert Organization and the leading provider of ticketing services for Broadway and off-Broadway events. As the authorized agent for most Broadway shows, we have direct access to the best seats in the house. And unlike a reseller, we never mark-up the face amount or established price of the ticket; the only charges you pay above the established box office price are our service charges, which compare favorably to our competitors and are clearly disclosed on this site and during the purchasing process.

What shows do sell?
We list all Broadway shows, many off-Broadway shows, and a variety of other events across the United States. If we don’t handle the ticketing for a Broadway show, we will link you to the site of the authorized ticket seller for that show.

What seats in the theatre are available from the website?
Telecharge sells tickets direct from the venue box office. They are the same tickets available by phone.

Do you offer presales?
We also give you access to pre-sales (e.g., sales to a limited group, such as American Express® Card Members) that take place before the public sale. Presales and public onsales use the same pool of tickets that are sold by our phone agents and at the box office.

Who determines the ticket prices for a show or event?
Ticket prices are set by the producers of a show or event, in consultation with the venue. Telecharge does not set ticket prices.

What are the service and handling charges?
Telecharge service charges vary by event. In general, you can expect to pay a service charge per ticket and handling charge on the entire order. There are additional charges for mail delivery (e.g. USPS, FedEx). There are no additional fees for print at home tickets.

Why do I have to pay service charges?
Telecharge does not make money on the ticket itself. Service and handling charges allow us to provide customers with fast and convenient access to tickets. We try to keep our fees reasonable and deliver top-notch service.

What is the facility fee or theatre restoration charge?
The facility fee is a charge by the venue owner for upkeep. We will always tell you if there is a facility fee and how much.


How does Telecharge protect my credit card information?
Telecharge uses Digital IDs from VeriSign, leaders in internet transaction security. We also comply with the Payment Card Industry Data Security Standard to protect your credit card information and prevent identity theft. All transactions use a secure network to help ensure that no one else can intercept the information you provide.

Is a Telecharge account required to buy tickets?
You can check out with a Telecharge account or as a guest. Using a Telecharge account speeds up your purchase and makes it easier for you to access your orders later. Go to "My Account" at the top of any page to view your orders.

What browsers can I use?
Telecharge works with Chrome, Safari, Firefox, Microsoft Edge, and some versions of Internet Explorer.

Can I check my order status on the website?
If you have a Telecharge account, go to "My Account" at the top of any page and log in with your username and password. Click on an order number to view the detailed order information. If you checked out as a guest, click on “Order Status” in the footer and enter your email address and order number (found in your confirmation email). If you do not know your order number, call Telecharge Customer Service at 212-239-6210 or 800-543-4835.


I can’t find the show I want. Are there tickets available?
If a show or event is not listed, it may have already closed or has not yet gone on sale.

I can’t find tickets for the dates I want. Are there tickets available?
If you are looking to buy tickets for a performance in the very near future, the performance may be sold out. Try searching for available seats for a later performance, especially on a weekday. If you are looking for tickets for a performance date far in advance, that performance may not be on sale yet.

Where can I view the seating chart for a venue?
You can find the seating chart for a venue by visiting the show page and clicking on the "Seating Chart" tab.

Can I choose my seat locations?
When searching for tickets, the seating chart displays the available seats for that performance. Use the radio buttons at the top to select your section. Use the price slider to narrow down the available seats by price. Select your preferred seats on the chart and click “Next.”

What does "best available" mean?
During very high-demand periods, the ticketing system will choose what it considers the best seat location and display seats for you to choose. If you are not happy with those seats, you can view the next set of seats or change your search options.

How do I find out about accessible seating?
The “Access Information” tab on a show page provides information on access into the theatre, as well as specific locations of wheelchair, transfer arm, and companion seating. To search for seats, go to “Find Tickets” and click on “Wheelchair-Only Locations & Transfer Arm Seats.” If you need assistance purchasing wheelchair or transfer arm seating, contact Telecharge Access Services at 212-239-6222.

Are group discounts available?
Broadway Inbound has ticket information and availability for larger groups, as well as discounts for some shows. Group minimums are decided by each production and vary by show. Click here to visit BroadwayInbound or call 866-302-0995.

How can I purchase tickets offline?
You can purchase tickets by phone from Telecharge at 212-239-6200 or 800-447-7400. You can also purchase tickets at the box office of the venue for your event. Telecharge has the same tickets online and by phone as the box office.


Why do I have to enter my email address and phone number when I order tickets?
We use your email address to send an order confirmation for each ticket purchase. We use the phone number and email address to contact you if event is canceled or a show closes before the performance date.

Can I add tickets to or remove tickets from a completed ticket order?
If you have not yet completed your transaction, you can click on the Change Order link on the upper right of the checkout page and adjust the number of tickets. Be aware that you may not get the seat locations you had before. Once you have completed your order, you cannot make changes.

Can I use two different credit cards on my order?
We cannot separate one ticket order into multiple credit card payments. However, you can use a Telecharge Gift Card and a credit card in combination.

The website says I have entered my credit card number incorrectly. What should I do?
Confirm that you have entered the number correctly and resubmit your purchase request. If the site still does not accept the card, please try another card. Certain international credit cards cannot be processed on Telecharge.

I received a discount offer for a show. Can I order those discounted tickets on your website?
To use a discount code, click on the deeplink in the offer or visit Telecharge Offers and enter the code.

Can I request tickets by email?
For security purposes, we do not accept ticket requests by email. Please purchase tickets online or call 212-239-6200 or 800-447-7400 to order tickets.

How can I cancel my ticket order?
All sales are final. No exchanges or refunds, except under certain circumstances. If you have entered your payment information but have not finalized your purchase, you can abandon your order and will not be charged.


How will I get my tickets?
Depending on how far in advance you place your order, we offer several delivery and pickup options: U.S. Postal Service, FedEx, Print at Home, and Box Office Hold. We do not ship to international addresses, so customers outside the U.S. should choose Print at Home or Box Office Hold.

Can I have my tickets mailed to an address other than my billing address?
Tickets must be mailed to the customer’s billing address. If you do not want your tickets mailed to your billing address, choose Print at Home or Box Office Hold.

I haven’t received a confirmation email for an order I placed. What should I do?
You should receive a confirmation email within 24 hours of placing your order. To manually check the status of your order, visit “My Account” at the top of any page, log in, and select the order. You can also email Telecharge Customer Service at or call 212-239-6210 or 800-543-4835.

I ordered tickets but have not received them. What should I do?
Please allow 10 days for ticket delivery via the U.S. Postal Service. Incorrect billing or shipping information can slow down ticket processing and delivery. For information about your delivery method, check your confirmation email or order info on this site. If you think your tickets were lost or stolen, please call Telecharge Customer Service at 212-239-6210 or 800-543-4835.

I received my confirmation email and the mailing address for the tickets is incorrect. What should I do?
If your address is incorrect, contact Telecharge Customer Service at 212-239-6210 or 800-543-4835.I purchased tickets for a show that closed before the performance I chose. What should I do?When a show closes, we contact customers by phone, email, or mail with information about the schedule change. Most orders for canceled performances will be refunded automatically, unless the customer chooses to exchange their tickets for an earlier performance.

I requested my tickets for "Box Office Hold" pickup. How do I get them?
Box Office Hold tickets may be picked up at the venue, generally beginning 24 hours after purchase, up until just before the show. Check the event page on Telecharge for box office hours. You may be asked to present the credit card you used to purchase the tickets, along with a photo ID.

I did not receive a receipt with my tickets; what should I do?
If your tickets were sent via U.S. Postal Service or FedEx, a receipt should have been included. If it is missing, email Telecharge Customer Service at or call 212-239-6210 or 800-543-4835. Be sure to provide your email or mailing address, so we can send a new receipt.

My tickets were lost or stolen; what should I do?
Please call Telecharge Customer Service at 212-239-6210 or 800-543-4835.


Can I use my phone at the show?
Phones must be turned off during the performance, but you may be able to take pictures and share your experience before and after the show, and at intermission. Many theatres offer free Wi-Fi, and shows have great ways to share social content and be a part of the conversation.

Can I bring my own food and drinks into the theatre?
Outside food and beverages are not permitted in the theatre, unless medically necessary.

Can I bring my luggage to the theatre?
Due to heightened security, you should avoid bringing packages, luggage, shopping bags, and backpacks to the theatre. All bags and packages are subject to inspection prior to entry. Many theatres will not check luggage or packages. Anything brought into the theatre must fit on your lap or completely under your seat without blocking any aisles or passageways.

What are the venue policies?
No weapons permitted on the premises. All patrons must have a ticket to enter the theatre. Please have your ticket available for inspection at all times. Your cooperation is appreciated. Children under the age of four will not be admitted. The use of cameras, cell phones, and other recording devices inside the theatre is strictly prohibited by law.


How do I find out about a venue’s accessibility?
Each show page contains information on that venue's accessibility for patrons in wheelchairs and how to buy tickets if you have visual or mobility impairment. Click on the "Access Information" link, located beneath the show’s logo.

Is accessible seating available?
Most venues have accessible locations designated for patrons who use wheelchairs. Wheelchair transfer seats with folding armrests are available. Companion seats are also available.

Are wheelchair accessible tickets the same price?
Depending on the venue, wheelchair accessible locations may be half price, or there may be locations available at both the regular Orchestra and lowest seat price for the attraction. Purchase a wheelchair accessible location if you intend to remain in your wheelchair during the performance, since the seat in that location will be removed. If you wish to transfer from a wheelchair, request a transfer seat.

How do I purchase accessible seating?
Customers can purchase wheelchair seating and transfer arm seating online for select events. Just click on the “Advanced Find” button and select the event you would like to see. If that event offers wheelchair seating and transfer arm seating for purchase online, you will see a blue wheelchair icon, which you can click to purchase those seats.

For all events, please call our Access Services department at 212-239-6222 or 800-872-8997 for more information and to purchase tickets.