Shedding A Skin Live Stream: FAQs

I can’t login to my account/it says the password is wrong. What’s happening?
There’s a couple of things that might be happening. Please first check you’re logging in to Soho Theatre.com site and NOT Soho Theatre on Demand (our platform for rentals of recorded content).

If the system is saying your email or username is incorrect there’s a chance that it may have gotten mistyped when you originally set up the account. If that’s the case, you’re never going to know what that could be, so best off emailing us to see if we can help at ondemand@sohotheatre.com

How do I get to the live stream?
We’ll be sending all bookers an email with instructions on how to access the stream at 6.30pm. If you purchase after 6.30pm, we’ll be sending the same email every fifteen minutes. But don’t worry – the email is just to help you out. See the section below to see how you can access the show without the email.

I’ve not received the link to watch the live stream, where is it?
The live stream will appear on the page where you bought the show, so you need to navigate back there and look for the little black box that will take you through the login process. You can find links for those pages below.

If you don’t think you’ve received the How To email, check your junk mail; it sometimes gets filtered in there depending on settings.

If you can’t find the email, don’t panic.
You can use one of these links to get to the show you bought and login to your account at that point, using the little black box.

Live Stream (no captions)

Live Stream with Captions

Can I pass the link on to a friend to watch with me?
Your purchase to watch the live stream is attached to your digital account. When you login to the website, the system knows you’re entitled to watch the show, and allows the player to serve the live stream to you.

There is no way to pass a link on to a friend for them to watch. They need to have an account on the system with the show purchase on that account. If you’ve bought the show in the assumption you could do this, get in touch with us at ondemand@sohotheatre.com and we’ll sort a refund.

Is there a subtitled/captioned version of my show?
There is indeed. You need to get this copy of the show: https://sohotheatre.com/shows/shedding-a-skin-captioned-live/

Is Shedding A Skin Live Stream available in my country?
As of Friday 10 April 2020, we are now live outside of the UK and Ireland – which means you can access the site internationally. Hurrah!
If you have an international credit or debit card, such as a Visa, Mastercard, Maestro or American Express you (theoretically) should be able to rent our shows.

*IMPORTANT – PLEASE NOTE*
1. Your card issuer and bank may make additional charges to cover tax and currency conversions charges. Please request the information from your bank, as it differs between banks, currencies and countries.
2. We’re very sorry to say you cannot watch our shows if:
• your card is not international, or
• your bank does not provide the facility to integrate your payment type with our payment provider, WorldPay
3. We cannot accept PayPal as a payment method. Sorry PayPal using pals.

The show is blocked in my country.
Worldwide, Internet Service Providers or some other body deems what is appropriate content to be viewed in your country. If you can’t access the site or the show due to this, this is an issue you’ll need to take up with your ISP company. We’re sorry you cannot watch our shows, but we thank you for wanting to support us.

How do I pay for a show?
There are no subscription fees – you pay per show. For quick and easy rentals, at point of purchase you can save your card details to your account using our secure and fully compliant card storage function. If you prefer, you can elect not to save your details and instead enter them each time you pay.

All transactions are made on behalf of Spektrix using WorldPay as our processing gateway. For debit card payments, we accept Visa, Mastercard, Maestro and American Express.

*IMPORTANT – PLEASE NOTE*
1. Your card issuer and bank may make additional charges to you to cover tax and currency conversions charges. Please request that information from your bank, as it differs between banks, currencies and countries.
2. We’re very sorry to say you cannot watch our shows if:
• your card is not international, or
• your bank does not provide the facility to integrate your payment type with our payment provider, Stripe.
3. We cannot accept PayPal as a payment method. Sorry PayPal using pals.

I’m having issues paying for my film. What should I do?
1. Please firstly read and go through our ‘How do I pay for a show’ checklist.
2. If you are still experiencing any payment issues, please email ondemand@sohotheatre.com. Tell us which show you’re trying to rent, any error message you have received (we welcome screenshots) and one of our team will be in touch as soon as we can to try and help you.

I’m struggling to register. How do I proceed?
Nine times out of ten, this is because an ad or pop-up blocker in the settings on your device is preventing you moving forward (sometimes these are on by default so you might not even know it was enabled. Try turning off the blocker temporarily while you register. Or try a different browser and see if you can register there (you can always come back to your preferred browser later on.)

Which web browsers can I use to watch the live stream?
In order to watch the live stream, your device will need to comply with the following minimum system requirements: • Internet Explorer 11 and Windows 8.1 • Edge and Internet Explorer 11 on Windows 10 • Safari (from version 9.1 onwards) on Mac OS X 10.11 and above (El Capitan) • Mozilla Firefox (version 47 onwards) • Google Chrome (version 35 onwards).

Can I watch using my Smart TV?
The stream is not available on Smart TVs or Amazon Firesticks. If you try to play the show on one of these services, you may run into a series of problems including losing the picture or audio, seeing an error message or getting lengthy periods of buffering.

But I want to watch the show on my TV. How can I do that?
The stream is not available on Smart TVs or Amazon Firesticks. There’s a few workarounds that you can try but please NOTE: the stream you are watching is not created for display on a very large screen, so you might notice the HD quality is slightly reduced.

On a Mac, it is possible to play content on an external display when using a wired connection (HDMI) for both Safari and Chrome. This works as long as the HDMI connection allows HDCP to be detected.

Also on a Mac, it is possible to screen mirror or Airplay to an Apple TV using Chrome – please try different browsers to see if that helps. This works in both screen mirror and extend display modes.
On Windows you can likewise use an external display with a wired connection as long as the connection allows HDCP to be detected. Some wireless screen mirroring might work on some browsers too.

Why does the film keep Buffering?
As a live stream, the show won’t be buffering at our end, so it’s likely something is going awry with the tech you’re playing on or because you’re watching it in a way that the site isn’tt happy about. We recommend a sustained broadband internet connection of at least 2Mbps. Please test your speed here.

If you’re attempting to screen mirror your content or watch it through a Smart TV, you might encounter additional buffering – please read ‘Can I watch using my Smart TV’ and ‘But I want to watch the show on my TV’ sections above.

Please try the above first and if you still can’t see the stream on the device you’re using please email us at ondemand@sohotheatre.com. We’ll do our best to troubleshoot it. Please let us know exactly what is happening – what device you are using and if you’ve tested your internet connection. We welcome screenshots in your email so we can see what is going on. Thank you for your kindness and patience in communicating with our (currently much smaller) team.

If you can watch a show on the device that you bought it through, this means the stream is coming through fine, but there’s some configuration that is preventing you transferring the image elsewhere or causing it to glitch on the device. If you’re on a phone or tablet we recommend downloading our app – read ‘Do you have an Apple/Android app?’ below.

Can I download a show and watch offline?
No. To watch the live stream you need a constant internet connection. Our films are streamed via the internet, not downloaded to your device. Sorry pals, this means you cannot watch our shows offline.

Why can I hear the audio but can’t see the film on my computer?
This may be because your computer is connected to a second screen, monitor or device via an unsupported connection method. If you are trying to connect your computer to another screen or device by using a VGA connection please try either disconnecting this cable or opening up the film in Chrome or Firefox browser.

Cookies
Please ensure your cookies are enabled. This means you can register an account, stay logged in and you’ll be returned to the place you need to rent it.

I (still) need help. Who do I contact?
Firstly, thank you for taking the time to check through our FAQ’s to see if you could resolve your issues.

Please now email us at ondemand@sohotheatre.com. Let us know exactly what issues or error messages you are receiving – screenshots are very welcome .

Thank you for your kindness and patience in communicating with our (currently much smaller) team.

Please take care,
from all of us at Soho Theatre