Having Issues? Read our FAQs below for help...

Booking Tickets

How do I book for the live stream?

You can purchase a ticket for Before After right here – just click the “Livestream Schedule” tab.

When you book, you’ll need to make an account on the streaming platform, and this is the same place where you’ll log in to view the show (so remember your username and password as you’ll need them again soon to watch the show, and bookmark the show page!)

We recommend logging in at least 30 minutes before the show starts in case you have any issues and need to get in touch with our ticketing wizards (seriously, they are actual wizards) to sort out any issues.

How much are tickets?

£10 if you book at least one week in advance, and £15 if you book after that. So, basically, if you book between now and 20 September your ticket will be a tenner. From 21 September onwards it’ll be £15.

Can I use my ticket for any showing?

You cannot! Your ticket is only valid for the time and date you select (so careful clicking!) This is because we want to preserve the ephemeral magic of theatre that we all know and remember and love so much (also, some rights stuff lol)

Do we need one ticket per person?

You do not! You just need one per device – we don’t mind if you want to gather yer pals around one screen (as long as you’re in the same social bubble, obv.)

Is my pay-as-you-go subscription valid for this event?

Unfortunately, pay-as-you-go subscriptions are not valid for our livestream events.

I don't live in the UK! Will this stream be available anywhere else like in Europe and/or internationally?

Yes, yes and YES! This is the beauty of online stuff *waves furiously to all our international pals*. You can view this show from anywhere in the world. Please note that all times are British Summer Time aka BST.

Can I come and watch in person instead?

You can’t come and watch this show live, pals. Sorry. This is an online-only event produced specifically for the medium of live streaming. If you want to come see something in person, we’re starting live performances in October! (oh hai, lowkey plug for The Last Five Years)

Will I receive a confirmation email?

Upon payment, your receipt/invoice will be automatically sent to the email address you used to make your account and payment.

If you don’t see the receipt in your inbox, make sure to check your junk/spam folders.

Will you send me a reminder before the event?

Yes. We will send you a reminder at least 24 hours before the performance giving you a refresher on how to access the stream and any other relevant information. Do check your junk/spam folders just in case it ends up there.

Using The Streaming Platform

How do I watch the stream?

If you’ve already purchased your pass, just go to the same webpage where you made the purchase.

If you are not already logged in, click on the content you’ve purchased and log in using the email and password you used during registration.

If you purchased your pass via the Facebook, Google, or Twitter login buttons, make sure to use them now as well.

If you haven’t purchased a pass yet, go to the content website, click on the content you want to watch, log in or sign up, and proceed to make your purchase.

I can't log in!

Make sure you are using the same email and password you set up during registration and payment.

This will be the email on which you’ve received the registration and/or payment confirmation.

If you originally logged in via the Facebook, Google, or Twitter login buttons, make sure to use them now as well.

If you are sure you are using the correct email, try resetting your password. See How do I reset my password? (below) for details.

Also, make sure you are logging in on the same website where you made your purchase. Some content publishers might have multiple websites with different login setups. So make sure you’re in the right place.

How do I reset my password?
  1. Click on the content you want to watch.
  2. On the Login screen, click Forgot password?.
  3. Enter your email and click RESET.
  4. Make sure you enter the correct email.
  5. A new window will pop up. Leave it open.
  6. Check your email. You will receive a password reset token. If you don’t see it in your Inbox, make sure to check your Spam and Trash folders.
  7. Enter the token in the first field of the window that popped up previously.
  8. Enter your new password in the second and third field.
  9. Click SET.
I've booked for past shows but my log in details don't work...

We are using a different provider to our usual box office system to help us host our live stream events. This means you will have to register a new account above to access the live stream.

How do I change my payment card details?
  1. Log into your account.
  2. In the bottom-right corner of the screen, you will see your account icon . Click it.*
  3. Click on Card details.
  4. Enter your new card details.
  5. Your cards are divided by currency.
  6. If you have purchased content in multiple currencies, there will be multiple card records, even if you’ve used the same card. So make sure to update all records.
  7. Click UPDATE.

*If you don’t see the account icon in the bottom-right, look for a Profile, My Account or similar button in the navigation menu of the webpage, usually at the top right. From there, the steps should be the same.
Note also that you cannot delete your credit card info. For that, you will need to delete your entire account. See How do I delete my account?(below) to learn how to do this.

How do I change my account's email?

You can’t change your account’s email once you’ve registered, but we can still help you out.

Just create a new account and send us a message at boxoffice@southwarkplayhouse.co.uk telling us about it. We will make sure to transfer all your active passes from your old account to your new one.

How do I delete my account?
  1. Log into your account.
  2. In the bottom-right corner of the screen, you will see your account icon . Click it.*
  3. Click on My Details.
  4. Click Delete account.
  5. Confirm by clicking DELETE.

*If you don’t see the account icon in the bottom-right, look for a Profile, My Account or similar button in the navigation menu of the webpage, usually at the top right. From there, the steps should be the same.

Can I watch on another device?

Yes! You can enjoy your content on a PC, laptop, tablet or phone, regardless of what device you made your purchase on originally.

However, you will only be able to watch the stream on once device at any one time.

I paid, but I still don't have access...

Make sure you are logging in with the same email and password you set up during registration and payment.

If you used Facebook, Google or Twitter to sign up and pay, make sure you use them now as well.

If you are sure you are using the correct account, try the following:

  • Refresh your browser page.
  • Make sure you are not using a VPN.
  • Clear your browser’s cache and cookies. Here is how to do it.
  • Access the website via private/incognito mode. Here is how to do it.
  • Try using a different browser (Chrome, Mozilla, Safari, Edge etc.).
  • Try using a different device.
  • Try using a different network like another WiFi connection, 4G or a Hotspot.

Performing the Strong Customer Authentication steps (EU only)

For EU payments, our system supports SCA (Strong Customer Authentication). This means that after completing a payment on the paywall screen, you will sometimes be prompted to confirm that payment with your bank before it can be marked as successful.

By default, you will be asked to perform the SCA right after you complete the payment on the paywall.

However, if this wasn’t the case, just follow these steps to complete the authentication:

  1. Go to your Inbox (or Spam/Trash folders).
  2. You will find an email with the subject Payment Authentication Required. Open it.*
  3. Click the Confirm Payment button.
  4. You will be redirected to your bank’s chosen method of authentication.
  5. Follow your bank’s instructions and complete the SCA.
  6. Once you’re done, your payment will be confirmed in our system and you will have access to your content.

*If you cannot find the Payment Authentication Required email, go ahead and make a new payment, completing the SCA right afterwards. This doesn’t mean you will have to pay twice, since your original payment was never actually processed due to the SCA not having been completed.

Why is my payment being rejected?

For credit card payments:

  • Make sure you are using a supported card: Visa, Master Card, or American Express.
  • The following cards are not supported: Discover, Diners Club, JSB, and UnionPay.
  • Make sure you are entering the card info correctly and manually. Don’t use copy/paste.
  • Contact your bank. Make sure there are no issues with the card or bank account, that you have enough funds, that online payments are enabled, and that your bank is not blocking the payment.
  • Clear your browser’s cache and cookies. Here is how to do it.
  • Access the website via private/incognito mode. Here is how to do it.
  • Try using a different browser (Chrome, Mozilla, Safari, Edge etc.).
  • Try using a different device.
  • Try using a different card.
  • Try using a different payment method (PayPal, Direct Debit, etc), if one has been made available on the final payment screen.
How do I find details of my purchases?
  1. Log into your account.
  2. In the bottom-right corner of the screen, you will see your account icon . Click it.*
  3. Click on My Details.
  4. In the My Purchases tab you can see details about your one-time Pay-Per-View passes.

*If you don’t see the account icon in the bottom-right, look for a Profile, My Account or similar button in the navigation menu of the webpage, usually at the top right. From there, the steps should be the same.

I still need help!

No worries! All your questions about the streaming platform can be answered here, at the Support Centre.

If you have any questions about the show or venue, give us a call on 020 7407 0234 or email us at streaming@southwarkplayhouse.co.uk.