FAQs

Current Membership Status in light of the ongoing pandemic

Like many across the sector, many of our staff have been furloughed throughout 2020/21. This means we haven’t had the resource to keep on top of the necessary administration, especially for Friends and Members who have expired during this period. We ask that you bear with us as the full team gradually returns to work.

All current Friends and Members, including those whose membership lapsed during the lockdowns, will now continue to receive our monthly newsletter that will detail new digital benefits, membership renewal offers and all the latest news from Soho Theatre. We hope this will bridge the gap until we can reopen our doors.

The FAQs below are likely more pertinent to when we’re open and running in normal times, but feel free to have a look to see if we’ve answered your question. If not, drop us an email at box1@sohotheatre.com 

How to book your tickets

Our booking system recognises you are a Soho Theatre Member by verifying your email address. When booking tickets you can either log into the system and then start choosing your tickets or choose full price versions of tickets and then login in when prompted; tickets will subsequently show their discounts.

Having trouble?

The ticket system doesn’t seem to be discounting my tickets.

Check you’ve done all of the following:

• Have you logged in? The system only starts to discount once it can verify you as a member – you can login through the booking process and discounts will apply.
• You’re logging in using the email address where you receive the Members’ Newsletters – that’s the email address the system has registered as your Membership verifier.
• Check you’ve put the correct performance date or ticket type in your basket – some of our offers are only available for certain performances or on certain priced tickets (usually full price). If you haven’t selected the ticket type or performance date stipulated in our Members’ News, the system won’t apply any discounts.

Still having problems getting your discounts? Email us on box1@sohotheatre.com or call 020 7478 0100

I can’t login to the system / it doesn’t recognise me.

You can choose to have your password reset and sent to the same email address. If you’re still having trouble, you can call us on 020 7478 0100 and we can help you through the transaction. Our team can’t manually reset your password from here; the system requires you to do that by following the link in the automated email.

If I join online or by phone will you send me my Soho Theatre Membership Pack?

• If you’ve joined as a Soho Theatre Member (£35) then you won’t receive anything in the post. We’ll send you a Welcome Email and you can collect your Membership Card from the Box Office.
• If you’ve joined as a Soho Theatre Friend (£100+) you will receive your Welcome Pack and membership card in the post within 10 days of signing up.
• If you want to gift a Membership to someone else you can do so online or by giving us a call on 020 7478 0100 to purchase and then we’ll email them with all the details.

If I buy a Membership, can I change my mind and get a refund?
Yes, if you buy your Membership online or by telephone, you have a 14 day cooling off period. But it’s important to know that if you use any of the Benefits that you get from being a Member – such as ticket or drinks offers – these will be deducted from your refunded monies – see Terms & Conditions regarding cancellations here.

I want to buy a Gift Membership but I don’t want the person to know until I’ve given them the present. Can you delay the email informing of the gift?
Yes. When you’re selecting a gift Membership you get to choose when that email goes to them. So you can bundle it up in a bow and present them with a gift in person, followed by the email. They’ll just need to activate their Membership once they’ve received it.

Can I pay in instalments with Direct Debit?
Not as a Soho Theatre Member – payments are one-off payments using cash or debit/credit card. If you wish to join as a Soho Theatre Friend then yes you can by visiting Charity Checkout who handle our Direct Debits.

Will I get £10 off and Member ticket offers all in my first transaction, when I buy a Membership?
Yes, if the show you’re booking for is eligible for the joining discount. There are the rare few that we can’t offer a £10 discount on, so you might find that the system isn’t giving you the discount as you’re booking your Membership. Don’t worry; the system knows you’ve not had the joining discount and will apply it to the next eligible transaction.

I just want to buy a Membership but no tickets currently. What will happen to my First Transaction £10 discount.
We’ll hold it on the system for you as a credit to use against your first purchase.

I want to join with someone else – is there a discount for two or a joint Membership?
Not currently, but we may look at that in the future if this scheme is a success.

Can I have a Membership but not give you my email address?
Yes. But you need to be aware of a few things if you opt not to give us your email address. Firstly your email address is what we call a ‘unique identitifer’ which means the box office system requires it to set up an online account and uses it to verify that you are entitled to the discounts we set up. Without it you can’t have an online account with Soho Theatre so you’d need to come into the box office with your Membership card so our team can verify the Membership on your account and process your offers.

Secondly, we won’t be able to send you monthly newsletters which is the main way we communicate with our members. You can always view our current offers online here, but we can’t guarantee to get you advance notice or priority booking in time for you to take advantage of it on hot new shows. Where possible, we’ll list this online, or you can call our box office and check if we have anything currently open or coming up.

Not giving us your email address won’t stop you from having a Membership card and getting a discount in the bar when you visit, and, of course, you can always check the website or call out Box Office team on 020 7478 0100 who can tell you what offers are available, but it might mean you miss out of some of the key communications we can only announce by email.

Does my Membership renew annually?
If you’re on Direct Debit, your Membership will continue until you decide to cancel.

If you’re not paying by Direct Debit, the system will not automatically renew your Membership.
As a Soho Theatre Member we’ll contact you the month before to0let you know you Membership is about to expire. You can click the link and renew online straight away or call our box office to renew.
For Friends/Supporting Partners, we’ll contact you by post the month before and the month of the expiry date. If your Membership level expires, we’ll drop you an email as a final reminder.

What data do you collect, how will you store it and will it be safe?
You can find out everything about the way we collect, process and secure data in our Privacy Policy.

These FAQs were last updated in December 2020.