20-21 Season FAQs

Updated April 22, 2021

*Asterisk indicates a new or updated section

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.

*As we continue presenting our 90th season to you, performances could be streamed online, live in-person, or a combination of both, as we follow state and local mandates regarding gatherings. We will always keep the health and safety of our artists, staff, volunteers, and patrons our #1 priority as we move forward. Live performance in the State of California now includes pathways to reopen both outdoor and indoor venues; guidelines are tied to county risk levels set according to COVID-19 prevalence. We will continue to do our best to keep patrons updated about changes and mandates 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.

*What are you doing to protect actors and production personnel?

We will always follow the statewide restrictions applicable to the tier to which our county is assigned. As of 4/1/21, COVID-19 Guidance: Outdoor Seated Live Events and Performances allow theaters with approved COVID-19 training and prevention programs to safely rehearse and perform live outdoor productions to a seated audience using tier-based protocols. Starting 4/15/21, this was extended to indoor rehearsals and performances.

*How are you keeping audiences safe for live theater?

We are strictly adhering to state and local health and safety protocols for capacity limits, face coverings and strict social distancing between households, including the requirement that all attendees are California residents. Entry is prohibited to those who are ill or have been in recent contact with someone exhibiting COVID-19 symptoms. Sanitation according to current CDC guidelines is incorporated in our safety measures.

*How do I get tickets?

California safety protocols currently prohibit at-door ticket sales and Will-Call ticket pickup; all ticket delivery is via email—redeem subscriber tickets or make purchases via the show webpage or by contacting the box office during daytime hours. On performance day, patrons can either show their ticket on a smartphone or print and present the physical e-ticket. Touchless scanners will be in place to reduce contact with Players’ staff and volunteers.

*Where will performances be held?

Our May, 2021 show will be staged in the outdoor Lucie Stern Community Center’s Patio. The stage is twelve feet from the first row of seats. The open-air enclosed grassy patio will be assigned seating with limited capacity to meet state guidelines, arranged with chairs in 6-foot socially distanced groups of one and two. Seat pairs may only be occupied by members of one household. All seats within a pair bubble must be selected to proceed with a purchase. Handicap accessible and companion seating is available, positioned on a level brick area.

We will continue to post updates here regarding Players’ in-person performance venues, including the Lucie Stern Theater.

*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 masks be required at performances?

Yes. All theater patrons, employees and volunteers must wear a well-fitting face mask over the nose and mouth at all times in the performance venue, regardless of COVID-19 vaccination status. We will continue to follow 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.

*Will seating capacity be impacted?

The number of people allowed in both outdoor and indoor venues are significantly reduced across all tiers in order to maintain social distancing between households. Please be aware that if you have purchased season tickets, this is likely to impact your subscribed seat location. We will offer subscribers priority access to seating and 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?

In the past we have put single tickets on sale in October for the remainder of our season. For the 2020-21 season, we are doing it differently. Single tickets for each show will go on sale 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?

You’ve already paid to see the original or substitute show by subscribing; there is no additional charge. For Players’ originally programmed five shows, please check the paplayers.org show webpage and refer to Players’ emails for your viewing window.  If this is an “extra” show or a substitute title, we’ll email you with an access code and streaming instructions.  Got questions or need help?  Call/email the box office.

How can I review my past tickets or credit balance?

Want to review your subscription, single tickets or credit balance online? 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”. Once logged in, you can look up any order you’ve made with Palo Alto Players, though livestream links will NOT be included in the summary. Subscriptions and tickets purchased before July 21, 2020 were imported into our new ticketing service and will also appear in your account.

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 kinds of subscription options do you have this season?

Because of the dynamic nature of our current season, we are only offering FLEX subscriptions now. One FLEX subscription allows you to redeem for five seats or streamed viewings, into any of our expanding 2020-21 productions. You can use all 5 tickets for one streamed or in-theater show, or space them out any way you choose before the season ends. You can also buy multiple FLEX subscriptions to more closely mimic a traditional subscription. FLEX subscribers will have early access to shows before single tickets go on sale to the general public but can redeem for seats or viewings as late as the day of the performance. The earlier you redeem, the better the choices; a particular seat or viewing date is not guaranteed. You can purchase your FLEX subscription online today or by calling our box office at 650-329-0891, Tuesday–Friday, 11am–4pm.

Though our traditional 5-show subscriptions are no longer on-sale, current subscribers will continue to enjoy premium benefits, including the retention of year-over-year seat rights, and reservation of the same seats on the same date in the run, all season long. All 5-show subscribers will continue to receive links to performances for which we have acquired streaming rights. There is no extra charge to subscribers for streamed shows this season.

Are there subscriber benefits unique to the 20-21 season?

YES! We want you to get the most flexible—and enjoyable—experience possible as a subscriber. Both traditional and FLEX subscribers will have guaranteed seating if reduced audience capacity and socially distanced seating is required. All types of subscribers will have free and unlimited date-to-date exchanges (within a given production), plus unlimited show-to-show exchanges. (Preview performance subscribers can upgrade to another performance for a small additional fee.) All subscribers will have the option to view streamed productions (rights permitting), plus access to exclusive virtual and live events throughout the season. And of course familiar subscriber benefits continue, like up to 35% savings off regular prices, early access to 20% discounted single tickets, and seat ownership for traditional subscription holders. Read More.

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 traditional subscription to keep your seats. 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 won’t feel safe until I’m vaccinated. What options do I have?

We will not open our theatre doors until it is deemed safe to do so, and encourage all theatre-goers to follow CDC vaccine recommendations, along with safe-gathering guidelines.

*I have credits from canceled productions of Matilda and An Act of God from the 19-20 season. Where are they, and how can I apply my credits toward a future purchase?

If you opted to receive credit vouchers for our canceled productions, we mailed a summary of your credits in late July 2020. Credits can be applied toward a FLEX subscription or toward single tickets until December 31, 2021. You can complete your order by calling our box office at 650-329-0891, Tuesday–Friday, 11am–4pm.

Did you mail subscriber tickets?

All subscribers were mailed printed tickets in late July 2020 created in Spektrix, our new ticketing system. In the event you have printed tickets from our old system, please discard them–they will not be valid at the theatre when in-person seating resumes. Please note that streamed productions will be ticketed electronically; you will receive confirmations and access links via the email address associated with your subscription.

*What about subscriber Buddy Passes?

Subscribers who renewed by January 29, 2020 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. Early renewers received their Buddy Pass(es) when season subscription tickets were mailed in late July 2020. 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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