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FAQ





 MEMBERSHIP QUESTIONS

Who is eligible to join TDF?
Full-time high school and college students, full-time teachers, full-time union members, retirees (62 and over and no longer working), full-time civil service employees, full-time staff members of not-for-profit organizations, full-time performing arts professionals, members of the armed forces and full-time clergy are eligible to become TDF members.

If you qualify, you can apply here.

How do I change/update my primary address?
Unfortunately, members are not able to change their primary address online. To change your primary address, please send an email to info@tdf.org stating your name, member ID and the new primary address.

What Proof of Eligibility (POE) document should I submit with my TDF Application?
Full-Time Students (high school or above)
     A copy of current, dated student ID or a signed and dated letter (on official campus letterhead) from your school administrator
Recently Graduated (age 26 or below)
     A copy of current, dated valid ID showing age
Teachers
     A copy of current, dated valid ID or a signed and dated letter (on official campus letterhead) from your HR department
Full-Time Clergy
     A copy of current, dated ID or a signed and dated letter (on official organization letterhead) from your HR
department
Not-for-Profit Staff
     A copy of current, dated ID or a signed and dated letter (on official company letterhead) from your HR
department
Non-Exempt Employees
     A signed and dated letter (on official company letterhead) verifying employment status from HR  
Retirees (No longer working AND at least 62 years of age or older)
     A copy of proof of retirement such as a letter of retirement from your previous employer OR a copy of your benefits statement from your retirement, pension or Social Security (please redact any sensitive information) OR a copy of your Medicare card along with a copy of your state/government issued identification card (i.e. driver's license)
Civil Service
     A copy of current, dated valid ID or a signed and dated letter (on official company letterhead) from your HR
Union
     A copy of current, dated valid union ID or a signed and dated letter (on official company letterhead) from your HR
Military
     A copy of current, dated valid military ID or a signed and dated letter (on official letterhead) from your HR
Arts Professional
     A copy of current, dated appropriate documentation such as a Playbill or a signed and dated letter (on official company letterhead) from your HR

Where do I send my Proof of Eligibility (POE) document?
POE documents can be mailed to:

TDF Theatre Development Fund
ATTN: POE
520 Eighth Avenue, Suite 801
New York, NY 10018-6507

Unfortunately, we no longer accept faxes of documents, because in most cases they are illegible.

To expedite delivery you may send non-sensitive material via email to POE@tdf.org

How do I renew a membership, and when does the membership expire?
Membership with TDF is for one year. As your membership expiration date approaches, upon login you will see a page indicating your membership is about to expire and providing instructions for renewing it.

ORDER QUESTIONS

How many tickets can I purchase with my account?
Each TDF member can purchase up to nine (9) tickets per performance.

Does TDF accept phone orders?
No.  Please understand that telephone orders are not possible. We respond to all emails as soon as possible, usually within 24 hours.

Can I change something on my order/cancel my order/get an exchange or refund?
No.  Sorry, orders cannot be changed or canceled once they are processed. All orders are final, and there are no exchanges or refunds.  Also, please understand that TDF is not responsible for changes in casting and cannot refund in such situations.  Refunds are only issued if a performance is cancelled.

How do I know my order was placed successfully and that I have tickets to the performance?
You can always verify whether an order was completed by clicking on the "Order Confirmations" link, on the top of "Welcome to TDF's Online Offerings." This link takes you to a page that lists all the shows you've ordered in the last 180 days, with the most recent listed first. By clicking on any show title, you can see your order confirmation page.

Please note that the "Order Confirmations" page is updated the instant a new order is completed. If an order does not appear in the Order Confirmations page, it simply means the transaction was not fully completed, and tickets were NOT purchased for this performance.

If I want to pay cash instead of using a credit card, how can I order tickets?
TDF is unable to accept cash payments. If you want to make cash purchases, you can purchase tickets at the theatre or at a TKTS Discount Booth.

Can someone buy tickets for a performance even though the date is not listed anymore on the TDF menu of Current Offerings?
If a performance is no longer listed as a Current Offering, this means there are no more tickets available for that performance. However, please continue to check the Website, as we sometimes receive additional ticket allocations for the same dates.

How far in advance can I order tickets online?
Tickets can be purchased for the performance date listed, and the dates can be as many as six weeks in advance. If there is a performance you would like to attend, it is recommended that you purchase tickets as soon as possible.

Can I reserve the choices I select and come back later and find them?
In order to accommodate our members, the choices in the shopping cart are held for 20 minutes. If they are not purchased by this time, they are released back in to the pool for other members to purchase.

How often is the Current Offerings list updated?
The Current Offerings list changes several times every day, so you should go online regularly to check for new performances and dates.


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TICKET QUESTIONS

When are my tickets mailed?
Tickets are mailed 7 to 10 days before the performance date you are attending. Delivery times depend on the efficiency of your local Post Office. Please keep a record of your order.

For online “e-tix” orders (tickets held at the box office in your name), please check the “Order Confirmation” link to be sure that your order has been completed. You can pick up e-tix at the theatre's box office approximately one-half hour before curtain on the day of the performance.

Why is the price printed on my tickets different from what I paid TDF?
The price noted on your ticket will never be the same as the amount you paid to TDF. In addition to the $4.00 handling charge on each order, TDF charges a small fee ($1 to $4) for each ticket to help fund our Theatre and Dance Subsidy Programs which provide additional financial assistance for artistically adventurous or meritorious productions, as well as our ongoing efforts in Arts Education, Accessibility and Outreach. These funds, along with contributions made by members throughout the year, also help support all of TDF's programs.

To learn more about how your ticket purchase helps us in our programmatic efforts or to make a tax-deductible donation, please click here.

I've misplaced my tickets. Can I get replacement tickets?
No.  Unfortunately, TDF cannot replace tickets that are lost or misplaced, and we do NOT keep records of seat locations.

My tickets came after the performance. How do I get my money back?
We apologize for any inconvenience this may have caused you. Please send the unused tickets along with the accompanying envelope, ticket confirmation slip, and a brief explanation of your request to:

TDF Theatre Development Fund
ATTN: REFUNDS
520 Eighth Avenue, Suite 801
New York, NY 10018-6507

When can I pick up my e-tix?
TDF's e-tix may be picked up 30 minutes before curtain time on the day of the performance only.  Tickets may not be picked up at any other time.

Can I use the payment originally intended for a canceled performance and apply it to another?
Unfortunately, TDF cannot take a payment originally intended for a canceled performance and apply it to another performance. Each transaction is separate. Instead, your credit transaction will be reversed (less the handling charge).

What is TDF's refund policy?
If you have tickets for a canceled or closed show, TDF will automatically refund your money, less the handling charge, and your credit transaction will be reversed. Refunds are processed as we are notified of a canceled performance. Always check your email for last-minute updates before attending a performance.  Also, TDF is not responsible for changes in casting and cannot refund in such situations.  Refunds are only issued if a performance is cancelled.

ALL REQUESTS FOR REFUNDS MUST BE MADE IN WRITING.
Letters should be addressed to:

TDF Theatre Development Fund
ATTN: REFUNDS
520 Eighth Avenue, Suite 801
New York, NY 10018-6507

Will TDF notify members in advance of cancellation?
If we are aware in advance of cancellations/closings/cutbacks, TDF policy is to email everyone who purchased tickets online to advise them about the change. Please note: Because TDF tickets are at a discounted price, theatres reserve the right to cut back or cancel. Because of this, TDF cannot guarantee tickets and has no other choice but to offer a full refund.  However, if another date for a performance you wish to see is available, you may reorder.

If we are aware in advance of cancellations/closings/cutbacks, TDF policy is to EMAIL everyone who purchased tickets online to advise them about the change.

Where are the TKTS Discount Booths located?
TKTS Times Square Discount Booth is located at West 46th Street, between Broadway and 8th Avenue, NYC.
TKTS Lower Manhattan Discount Booth is located at South Street Seaport (the corner of Front and John streets, the rear of the Resnick/Prudential Building at 86 Front Street).
TKTS Brooklyn Discount Booth is located in 1 MetroTech Center at the corner of Jay Street and Myrtle Avenue Promenade.
TKTS hours and more information

Can I get online tickets for the current day?
On occasion TDF may offer some shows online for the same day. However, this is rare, since orders have to be sent to the theatre for processing in a timely fashion.

 

SEATING QUESTIONS

Why aren't my seats together?
Although we make every effort to seat people together, the box office sometimes sends us an odd collection of tickets that are not side by side, so we cannot guarantee that seats will always be together.

Can I make special seating arrangements?
TDF regrets that we are unable to accommodate seating requests. If you have a disability which requires seating consideration, you may be eligible for one of our TDF Accessibility Programs. For more information about TAP, and to fill out an application, please click here.

Can I find out where my seats are before I buy them?
Our discounted tickets are always offered for seating anywhere in the theatre (unless specifically noted otherwise).  Because we do not know in advance what seat locations we will receive for any given performance we cannot provide the location of your seats until you pick up your tickets from the box office on the date of the performance.  Since our discounted tickets are always offered for seating anywhere in the theatre, we cannot honor any requests for special seating. Please bear in mind that many theatres have a mezzanine or balcony but no elevator. Exchanges at the theatre for different locations (downstairs, on the aisle, in the center, etc.) are simply not possible; the box office and house staff will not accommodate such requests. 

But if you are unable to negotiate stairs, our TDF Accessibility Programs (TAP) are designed to accommodate patrons with special needs. Tickets purchased through TAP are always downstairs and relatively close to the stage. These tickets are approximately twice the cost of tickets purchased through Individual Membership. If you are interested in transferring to this section, you may contact us and we will send you a TAP application, or click here for more information.


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GIFT CERTIFICATE QUESTIONS

Where can I purchase TKTS gift certificates and can they be mailed directly to me or to a friend?

TKTS GIFT CERTIFICATES may be purchased in three ways:
  • At either TKTS Booth during normal booth hours of operation (cash or travelers checks only)
  • Online at TDF's Website (MasterCard/Visa/American Express)
  • By calling 212.912.9770, ext. 374 (MasterCard/Visa/American Express) 
To order gift certificates, please go here


SECURITY QUESTIONS

Is it safe to enter my credit card information on your Website?
We are  dedicated to the privacy of our customer's information and employ 128-bit Secure Socket Layers (SSL) encryption. SSL is the industry standard and among the best software available to ensure secure commerce transactions. SSL is used to encrypt all of your personal information. This includes your name, address, and credit card number. The process of encryption converts your personal information into bits of code that can be securely transmitted over the Internet.

You will know you are on a secure page when you see the following:
  • The picture of the gold lock in the lower right part of your status bar
  • https:// in the beginning of your address bar.

How can I tell if my browser supports SSL?
Most newer browsers are capable of supporting the SSL (Secure Socket Layers) protocol and will automatically detect the presence of this protocol and convert to secure mode, which is indicated by the presence of either an unbroken yellow key or a closed yellow lock on the bottom right-hand corner of the browser's status bar. Please note that older browsers do not support 128-bit SSL encryption, and therefore cannot be used to purchase tickets online through TDF.



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TECHNICAL QUESTIONS

I am having difficulties accessing your Website. What should I do?
For TDF to answer any question regarding the use of our Website, you must provide us with enough information to begin investigating the problem. Please take the time to provide us with the following information: What type of computer are you using? What operating system? What browser? What version? What exactly is happening and when? If you are reporting a broken link, where is it and what is it linking to? What exactly did the error message you received say? Please email this information to info@tdf.org and we will investigate your issue and get back to you.

I cannot remember my password. How do I retrieve it?
If you have lost or misplaced your password, you can use our automated system to retrieve your account information by clicking “Forgotten your password? Click here," located on the TDF Online Offers Logon page at secure2.tdf.org/welcome. If you would like us to look up your account number for you, please send your inquiry to info@tdf.org. Be sure to include your full name, address, telephone number and email address.

I have tried to renew my membership, but the page is unavailable.
If this page is unavailable, please contact customer service at info@tdf.org

Why is my confirmation email blank?
Usually this should not happen. However, some members who have hotmail accounts may experience this problem. By default, email receipts for your online purchases are posted as standard multipart documents with MIME content types that  enable HTML-capable email clients to display your email receipt in the same familiar format as our Website. For clients that  are incapable of displaying HTML, a plain-text version is included, but it may not be visible if viewed by an online email client through an Internet browser. If your email receipts appear to be blank, we advise that you change your notification type to "Text Only."

For more information about why your email confirmation appears blank, login to the TDF Online Offers Web site and click "FAQ" from the menu bar located at the top of your list of "Current Offerings." Select "Why is my email receipt blank?" from the list of items.

What Browser(s) does the TDF Website support?
The newest version of the following browsers have all been tested with our Website.
  • AOL
  • Netscape Navigator
  • Internet Explorer
  • Mozilla Firefox
We encourage everyone to use the newest version for your security. (Please note that such upgrades are free.)

How do I clear my Web browser's cache?

To Clear Your AOL 9.0 Browser Cache
From the horizontal toolbar at the top of your screen, click on "Settings."
A box appears called "Settings: Essentials."
Click on "Internet [Web] Options"; this will launch a window called "AOL Internet Properties."
Click on the "General" tab.
Under "Temporary Internet Files" click on the "Settings" button.
On the "Settings" page, make sure "Every visit to the page" is selected.
Click "OK."
When you return to the '"General" tab, click on "Delete Files" to clear the cache.
Click "OK."

To Clear Your Internet Explorer Cache (Windows)
In the browser, click  "Tools" on the menu bar.
Choose "Internet Options."
On the "General" tab, click "Clear History."
When it asks "Delete all items in your History folder?", click "OK."

To Clear Your Internet Explorer Cache (Mac OS X)
Open the Explorer menu and select "Preferences."
Find the section labeled Web Browser and click on "Advanced."
Find the section labeled Cache and click on the "Empty Now" button.

To Clear Your Netscape Cache
Launch Netscape.
In the browser, click  "Edit" on the menu bar.
Choose "Preferences."
Click on the plus sign (+) by "Advanced" and choose "Cache."
Click "Clear Memory Cache" and then click "OK."
Click "Clear Disk Cache" and then click "OK."
Click "OK."

To Clear Your Mozilla Firefox Cache (Windows)
In the browser, click  "Tools" on the menu bar.
Choose "Options."
Select "Privacy."
Choose "Cache."
Choose "Clear."

To Clear Your Mozilla Firefox Cache (Mac OS X)
Open the Firefox menu and select "Preferences."
Click on the "Privacy" tab.
Find the line labeled "Cache" and click on the "Clear" button.

To Find Out the Version of Your Web Browser
In the browser, click on "Help ->About ->."
The Browser version will be listed.
Click "OK" To turn on cookies in a Web Browser.

How do I turn on cookies in my Web browser?

To Turn On Cookies in Microsoft Internet Explorer
In the browser, choose "Tools."
Select "Internet Options."
Click the "Security" tab.
Click "Internet," then "Custom Level."
Scroll down to "Cookies" and choose one of the two options.

To Turn On Cookies in Netscape
From the "Edit" menu, select "Preferences."
Click "Advanced."
Click to select the box labeled "Accept All Cookies."
Click "OK."

To Turn On Cookies in Mozilla Firefox
In the browser, choose "Tools" and select "Options."
Click the "Privacy" tab.
Expand "Cookies" menu.
Check the box labeled "Allow Sites To Set Cookies."
Click "OK."

Error Messages
We know it can be frustrating to receive an error message when you're in the midst of purchasing tickets. Here are some explanations of common error messages to help you avoid any inconvenience in future transactions.

Cookies
Make sure your computer is set to accept cookies before you try to make a purchase. Make sure nothing is preventing your browser from accepting cookies, e.g. antivirus programs or a pop-up blocker.

Page is not available
Doublecheck that the URL was entered correctly. If you had this page bookmarked or found it via a search engine, then this page may have expired. Please update the bookmark/favorite.
Try refreshing or reloading the page (press ctrl + F5 on the keyboard).

If the above are unsuccessful, please send an email to info@tdf.org indicating the error message you are receiving.


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GENERAL QUESTIONS

Will I receive a Membership Card?
No.  TDF does not issue membership cards as you will never be asked to present one.

The show I ordered closed (or) the performance was cancelled. What should I do?
If you have tickets for a cancelled or closed show, TDF will automatically refund your money and credit your account (less the handling charge).  When possible, we make every effort to process refunds prior to the cancelled or closing date of a performance. Always check your email for last minute updates.

Where can I locate the CVV/security code on my credit card?
The CVV (Credit Card Validation Value) number or security code is the three-digit number on the back of your MasterCard of Visa. On American Experss cards, it is the four-digit number on the front of the card, just above the account number. This is an added safeguard against fraud.

Why do I always have to enter my credit card information?
Our Website does not store our patrons’ credit card information. Instead, you have to enter the account number of the credit card you wish to use each time you place an order.

The security code is worn away from my credit card.  What should I do?
Please contact the company that issued the card.

What is TDF’s off-Off@$9 Program?
Beyond Broadway and Off-Broadway theatres and midtown concert halls, there is a vast and intriguing world of theatre, dance and music performed on small stages, lofts, storefronts, churches and other nontraditional performing spaces. This is where emerging playwrights, composers, choreographers and performers are most often found honing their skills.
To accommodate the irregular performance schedules and out-of-the-ordinary performing spaces of these companies, TDF developed its off-Off @$9 Program. If you are on the TDF mailing list, you are eligible to participate in this program and to purchase tickets online.  This program is one of TDF's means of assisting off-Off Broadway theatre, music and dance groups by helping them build their audiences and by subsidizing each admission. Please click here for more information.

The date I would like to attend a show is not available.
TDF is only able to offer the allocations that individual box offices make available to us. The dates, times and quantities are sometimes very limited, and this can be reflected in what you see in TDF's Online Offers. However, please be assured that TDF always strives to offer the greatest range of performance times possible, and we encourage you to check back periodically for new dates and shows.

I've lost my confirmation number. Will I still be able to see the show?
Most box offices require that you (the TDF Member) be present, showing a matching photo ID along with your printed ticket order confirmation. If you need to view/reprint your TDF order confirmation you can click "Order Confirmations" from the menu bar on the "TDF Online Offers" page at tdf.org/mytdf.  Tickets may not be released to anyone except the member and only with proper corresponding identification.

Does my online membership allow me to purchase tickets at the TKTS Discount Booths?
The TKTS Discount Booths and TDF’s Online Offers are two different programs. There is a $30.00 membership fee to join TDF, but there is no membership for the TKTS Discount Booth. Tickets at the TKTS Discount Booth are available at 25%, 35% and 50% off the full price and are available on the day of the performance. At the South Street Seaport location, you may purchase matinee tickets a day in advance.  Your TDF membership allows you to purchase tickets online at discount prices in advance, and there is more of a selection in performances and dates to choose from.

Do both TKTS Discount Booths have the same discount show offerings?
Yes. TKTS Discount Booths have the same discounted show offerings. Tickets are available at 25%, 35%, 40% and 50% off the full price (plus a $4-per-ticket service charge).

Is it possible to know from your website what the day’s offerings will be at the TKTS Discount Booths?
Yes.  You may visit http://www.tdf.org/TKTSBoards.aspx to view what is on sale at the booths during business hours.  You may also download the Official TKTS App (available for iPhone, Android and Windows Phone) for free.  For more information please visit http://www.tdf.org/TDF_SupportPage.aspx?id=97.  

How may I determine what ticket purchases I have made prior to 365 days ago?
To determine what you purchased prior to 365 days ago, you will need to contact customer support at info@tdf.org.

I can't find the information I need here. What should I do?
If you've read all the notes in the FAQ/User Guide carefully and still need some more clarification, please contact us by email at info@tdf.org. If you've purchased tickets, be sure to send us your full name, your Member ID number and the show about which you are inquiring.


 HOW DO I?

How do I change my password?
To change your password, please login to TDF's Online Offers page at tdf.org/mytdf. Click "Account Maintenance" from the menu bar and select "Change your logon password" from the list of options.

I am a Member through TDF's Accessibility Programs (TAP), but I also want to be able to access the regular offerings. How can I do that?
Unfortunately, you can only be either a TAP Member or a regular TDF Member, not a member of both programs. Tickets for those with physical disabilities are very limited, so if you do not need to be in the TAP program, you can join our regular program.

How do I delete shows from my shopping cart?
If there’s a performance that you do not wish to buy, click the "Delete" link in your shopping cart to remove that order from your cart.

How do I print a copy of my confirmation?
You can access your online receipt for any order placed in the last 365 days by clicking "Order Confirmations" from the menu bar on TDF's Online Offers page. You can click on any previous order and print the "Order Confirmation Detail" page as your receipt.

How do I change my email address?
To change your email address, please go to TDF's Online Offers Web site at
tdf.org/mytdf. Click "Account Maintenance" from the menu bar and select "Change your email address" from the list of options.

How do I change my billing address?
To update/change your billing and shipping address, please go to TDF's Online Offers page at tdf.org/mytdf. Click "Account Maintenance" from the menu bar and select "Change/update billing and shipping address" from the list of options.

How can I indicate that I need the tickets mailed to a secondary address?
TDF allows one alternative billing and shipping address to be registered to your account. To allow for confirmation, newly submitted addresses are not immediately available. If you add/update your alternative shipping or billing address, it will not be available to you for 24 hours.
To mail tickets to a secondary address, please go to tdf.org/mytdf, click “Account Maintenance,” and click “Change/update billing and shipping address”.

How do I contact TDF?
YOU MAY CONTACT US BY EMAIL AT INFO@TDF.ORG

FOR MORE TDF CONTACT INFORMATION CLICK HERE.


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