Why do I need to create a user account? You need a user account to place orders and to benefit from the following functions:
- Accessing your tickets to print them
- Reprinting your tickets (if lost)
- Tracking your orders
- Editing your profile
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Updating and modifying your contact details
Your payment details (i.e. credit or debit card number) are not stored on the system. You must re-enter this information for every purchase.
I cannot create an account
Check that you have completed all the required fields. If a field has not been completed or if information is incorrect, a warning message will appear on the upper part of the page indicating the error.
You are advised to provide your usual email account as well as your mobile telephone number so that we can contact you if necessary.
I have forgotten my password If you have forgotten your password, click on “have you forgotten your password?” and follow the instructions.
How do I change my personal details? Access your account to change any personal details (i.e. postal address, email, password, etc.)
How do I change my password?
Access your account to change your password. Go to Personal Account located on the upper part of the screen on the right hand side.
Are my personal details secure and are they treated confidentially? Encrypting is essential to assure secure transactions. We have opted for SSL encrypting to protect all your personal details as well as your payment methods.
On all secure pages (those beginning with “https://” where “s” stands for secure), the information is encrypted. Data is protected before being sent via the internet and unauthorised persons cannot read any of the information during its transmission.
The Teatre Lliure undertakes to protect your personal details and privacy and not sell, rent or trade said information to third parties.
Purchase / Payment
What payment methods can I use?
The payment methods accepted are:
- Credit and debit cards ( Eurocard/Mastercard, Visa)
My payment has been rejected. What can I do? Contact your credit or debit card company or the bank that issued the card or try again using another card. The authentication and validation of the payment is the responsibility of the credit companies. Your payment may have been rejected because the card’s credit limit has been reached or because the card has been blocked.
Distribution / Delivery
How do I get my tickets ? The print@home system allows you to print tickets that are sent directly to your email account. You can also access your tickets through the option “Track your orders”.
What are the delivery and processing costs?
Because this stage of the process is carried out by the customers themselves, there are no delivery or admin costs involved.
Where can I download and print my tickets? Once you receive a confirmation email, you can download and print your tickets from your user account.
Should I print my tickets in colour? You can print your tickets in either black and white or colour .
I can’t print my tickets correctly. What can I do? Tickets that have been printed incorrectly or incompletely will not be accepted upon entrance to the Teatre Lliure. If you have problems printing your tickets check that your printer is configured correctly. Some printers cannot read PDF files, in which case follow the following steps:
- Open the file using Acrobat Reader
- In the “File” menu, select “Print”
- Select the option “Print as image”
- Click “OK” to print the ticket
- The ticket should print correctly
If the problem persists, check your printer by printing any other document or consult the printer manual.
You can also try printing the ticket from another computer or printer.
What can I do if I still can’t print my ticket?
If you are unable to print your ticket, go to the theatre’s box office (open an hour before the show) with a valid form of ID (national ID card or passport) and the order number on the confirmation message you received by email.
If you did not receive a confirmation email, it is possible that the payment was not processed correctly. Check the section “Your orders” to see if the transaction was completed successfully.
Can I fold, crease or cut my ticket ? You can fold your ticket to put it in your pocket or wallet/purse but be careful not to damage the bar code when folding. We recommend that you do not crease or cut the ticket as this can affect its electronic functions. Protect your ticket from humidity and do not place it in direct sunlight.
Can I print my ticket more than once ? Yes, you can reprint your ticket which is useful when tickets are lost or damaged. Please note that each ticket has a unique barcode that protects it. When you enter the premises a barcode reader checks each barcode and tickets are only accepted once. Keep only one copy of each ticket and discard any other copies to avoid confusion or fraudulent use.
7 tips to avoid problems with tickets - Every ticket is unique . Make sure that you print off all the tickets that you have ordered.
- Print your tickets on white paper, either A4 or letter size, in vertical format.
- Check that the words written on the images are legible. If this is not the case, print the ticket again and discard the first copy to avoid confusion and the risk of fraudulent use.
- Check that the barcode on your ticket is printed correctly. If the barcode is damaged, print the ticket again and discard the previous copy to avoid confusion and the risk of fraudulent use.
- Keep your ticket in a safe place to avoid improper attempts to copy. If you suspect that your ticket has been copied, please do not hesitate to contact us.
- Avoid cutting, scratching or creasing your ticket.
- Protect your ticket from direct sunlight and humidity.
Order
How can I check and track my order? From your account you can access your order and check its status from the menu Personal Account that appears on the upper part of the screen on the right hand side.
How can I change or cancel my order?
Tickets purchased from the Teatre Lliure are non-transferable and non-refundable.
What can I do if I haven’t received the confirmation email? Perhaps the email specified in your account is wrong or maybe an anti spam filter has blocked the confirmation email. Access your user account to check if your order has been placed correctly. Check your personal details and the email you have provided.
My order is “in process”. What does this mean? An order can be either:
- In process: the system is in the process of checking the payment and generating the tickets.
- Valid: the order has been validated and the tickets can be downloaded .
- Aborted: the customer has decided to quit the process during the order process.
- Rejected: the order has been cancelled due to an unaccepted payment method (more information in the section “Purchase / Payment” in this FAQ) .
Is the confirmation email a valid ticket? No, the confirmation email is not a valid ticket. The confirmation email indicates that your order has been processed correctly. You can download your ticket from your user account. We advise that you keep the confirmation email given that it includes details of your order that we may request if you contact us.
ticket conditions
