Season FAQs

Updated August 3, 2021

This page will be updated with the latest information on the impact of COVID-19 and health and safety protocols for Players’ productions. Please continue to check back for updates.

We will always keep the health and safety of our artists, staff, volunteers, and patrons our #1 priority. Palo Alto Players will align with the CDC and state and local health protocols in place at the time of each performance. Our procedures may change as we continue to update our health and safety processes based on guidance from the CDC and state and local health officials. We will do our best to keep patrons updated about changes in protocols as they become available. Please understand that all performances are subject to change based on state and local health and safety mandates.

We anticipate that you will have questions about ticketing and safety, and will continue to update this list of FAQs. Thank you in advance for your flexibility, patience, and understanding.

*Asterisk indicates a new or updated section 

*What are you doing to protect theater personnel?

Palo Alto Players requires that all performers, crew, production staff and volunteers be fully vaccinated against COVID-19 to participate.

Santa Clara County’s mask mandate effective 8/3/21 allows live performers to remove their face coverings while actively performing or practicing if they maintain a minimum of six feet distance from audience members and employees. All crew, staff, and volunteers will wear masks while in the theater. Refer to the County Health Order FAQs

*How are you keeping audiences safe for live theater?

Palo Alto Players will align with the CDC and state and local health protocols in place at the time of each performance.

All ticketholders are required to show a photo ID plus proof of full COVID vaccination for entry into the theatre. “Fully vaccinated” means that your performance is at least 14 days after your final vaccine dose.

Patrons unable to receive the vaccine because of age (under 12), medical condition or strongly held religious belief, will be required to show a photo ID plus proof of a negative PCR COVID test taken within 72 hours of the performance. Children under 5 are not admitted.

*Will masks be required at performances?

Masks will be required for audience members inside the theatre, regardless of vaccination status according to the Santa Clara County mask mandate as of 8/3/21. We will continue to follow the CDC and state and local mandates, and will keep abreast of any changes.

Are face shields allowed in place of masks?

No. Face shields may be worn in addition to — but not in place of — face masks.

*What do I need to bring to enter the theater?

All audience members must have a printed ticket or an E-ticket displayed on a mobile phone.

Each person must bring a photo ID and EITHER of the following:
• Proof of vaccination – display your physical vaccination card, a picture of your vaccination card, or a digital vaccination record such as California’s Digital COVID-19 Vaccine Record.
• OR, the negative results of a COVID-19 PCR test taken within 72 hours of the performance – printed, digital, or photo are acceptable.

While inside the theater building, all audience members must wear a well-fitted mask that covers their nose and mouth—regardless of vaccination status.

*What if I feel ill on performance day?

Skip the show and let us know by phone or email! Guests who are not feeling well or who have symptoms of illness may not attend performances and will be allowed to exchange their tickets, receive a voucher for the streaming version of the show, or receive a voucher for the value of the ticket.

*Will food and beverages be offered?

Our ability to offer concessions in our lobby may be impacted. Please refer to the show webpage for the most up-to-date information.

Will seating capacity be impacted?

Currently there are no restrictions on seating capacity. If restrictions are implemented by state or local officials, subscribers will have priority access to seating and we will do our best to accommodate every request for in-person seating that is received by the priority access deadline. Rest assured your subscribed seats will be saved in our system so that you can keep your seats season after season.

What happens if a show is canceled or postponed?

Both COVID-19 safety and external factors may require us to cancel or reschedule in-person performances. In such cases, we may substitute the original show for one that can be rehearsed and presented under current conditions. For shows that we can acquire rights to a streaming license, your ticket purchase will give you online streaming access to the original or substitute performance. In the event of a cancelation that we are unable to stream online or substitute, you will be offered a credit voucher, the opportunity to donate your ticket price back to Palo Alto Players, or a ticket refund. If the performance is rescheduled, we will automatically move your ticket to the new date.

When do single tickets go on sale?

Single tickets for each show will go on sale no later than 4 weeks in advance of that show’s first performance.

I just bought a single ticket. Where’s my ticket confirmation or streaming link?

When you purchase a ticket, you’ll receive confirmation and an access link via email. Because streaming platforms are show-specific, please visit the paplayers.org show webpage for detailed tips and access instructions.

I’m a season subscriber. How will I get access to streaming shows? Do I have to pay extra?

As a season subscribers, you will have access to streamed or on-demand recordings, when available. There is no additional charge. 

How can I review my subscription, past tickets or credit balance?

Visit your personal account at https://paplayers.org/my-account/. Use the password you’ve already set to log in, or create a new one by clicking “Reset here” at “Forgot your password”. 

I share my subscription with people outside of my household. How will they get access to steaming shows?

We don’t want any of your “subscriber buddies” to miss out and are glad to honor multi-household subscriptions. If you are the primary account holder and subscribe with someone who doesn’t live in the same house as you, please use this form to record a unique name and email address associated with each of those additional households so we can email the link for subscriber-eligible productions to the rest of your party.

What if I purchase a subscription but decide later I don’t feel safe attending the show in person?

Where we can obtain streaming rights, you may watch the show from the comfort of your living room if you don’t feel safe attending the in-person performance.

*If I don’t renew my subscription can I still keep my seats?

Sadly, no; you must renew your fixed series subscription by September 16, 2021 to keep your seats in the 2021-22 season. Palo Alto Players’ continued operation depends on our subscriber base, and allows us to bring you high-quality shows year after year. Renewing your subscription is an investment in Players’ future.

*I have vouchers from the 19-20 season. Where are they, and how can I use them?

If you opted to receive credit vouchers for our canceled productions, we mailed your vouchers in late July 2020. Voucher promo codes can be used at check-out to pay for single tickets until December 31, 2021. Vouchers cannot be used to purchase a fixed series subscription or a FLEX pass.

What about subscriber Buddy Passes?

Subscribers who renewed by January 29, 2020 for the 20-21 season qualified for one free Buddy Pass per subscriber seat, to be used for an additional ticket to any in-person or streamed show  until December 31, 2021. Call the box office to redeem your Buddy Pass for a ticket–the earlier the better and no later than 48 hours prior to your desired performance date.

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