Online Event Help & FAQs (Frequently Asked Questions)

Thank you for booking a ticket for one of our online events. Here is some information that we think you might find useful. If you can’t find an answer to your question here please email boxoffice@hulltruck.co.uk or call 01482 323638 in advance of the show so that we have plenty of time to help you. The telephone lines are available Tue – Sat, 11am – 5pm and one hour before an evening show/livestream.

ON DEMAND EVENTS

Once you have completed your purchase you will be sent an email containing an e-ticket. You will have 72 hours from the selected show date to view the recording. You will have access to watch the show as many times as you like during this period.

You should type or copy and paste the viewing link (found in your e-tickets) in to your browser, search for your event and follow the instructions to log in.

Your log in details are your email address and Hull Truck Theatre password. If you didn't set up a password when you booked your ticket please refer to our FAQs below for help.


LIVESTREAM EVENTS

Once you have completed your purchase you will be sent an email containing an e-ticket.

You should type or copy and paste the viewing link (found in your e-tickets) in to your browser, search for your event and follow the instructions to log in. 

Your log in details are your email address and Hull Truck Theatre password. If you didn't set up a password when you booked your ticket please refer to our FAQs below for help.

If you are testing the link in advance (which we recommend you do to avoid delays on the day), you’ll see an image/holding slide letting you know you’re in the right place.

On the day of the event, simply repeat the above process or follow the direct link in your pre-show email (sent out 24 hours before the show) if you've received one. Please check your spam/junk folders for any emails from HullTruck@arts-mail.co.uk.

If the livestream event doesn't automatically start at the advertised time please refresh the page.

VIEWING TIPS

If you are watching the show on a mobile device in landscape mode it may have automatically zoomed the screen in. You may need to zoom back out in order to see the full screen.

We recommend switching on your ‘Do Not Disturb’ function if you’re watching on a mobile device to ensure that you are not disturbed by notifications from other apps or messages during the show.

We also recommend asking anyone else in your household not to download or stream anything for the duration of the show, in order to maximise the strength of your WiFi signal.


FAQ’s

What if I can’t find my e-ticket?

Please check your junk/spam folders for emails from boxoffice@hulltruck.co.uk and HullTruck@arts-mail.co.uk. If you still can’t find it please email boxoffice@hulltruck.co.uk or call 01482 323638.

I have forgotten my Hull Truck Theatre password or have not yet set one up. What should i do?

If you have forgotten or do not have a Hull Truck Theatre password please CLICK HERE and select 'Forgotten your password? Reset here' to receive a reset password email - please make sure you do this as far in advance of the show as possible to avoid any last minute problems.

Once you have done this go back to the viewing page and log in.

How can i check if my email and password are correct?

You can do this by CLICKING HERE and attempting to log in. If you are presented with your account details you are successfully logged in and your password/email is correct. To go back to the homepage and locate your event, click the Hull Truck Theatre logo at the top of the page. If your log in details do not work please see the FAQ above. Please reset your password rather than attempting it multiple times as you may be locked out of your account.

What if I’m still having trouble?

If you have tried the steps above and still can’t login, or if you can’t see the recording, you can get in touch with our team by emailing boxoffice@hulltruck.co.uk or calling 01482 323638. The telephone lines will be available one hour prior to any livestream performance. Please bear with us if you are calling out of hours, we will get back to you as soon as possible.

Can i watch the online event on my TV?

Smart TV
If you are using a smart TV you should be able to access our recordings by typing the viewing link (found in your e-ticket) in to your browser, searching for your event and logging in.

HDMI Cable
You can also hook up your laptop to a TV that has a HDMI port. You’ll need to check what connections your laptop has and source a suitable cable.

Once connected you will need to select the correct HDMI port on your TV as ‘input’ and you may need to adjust some settings on your laptop or mobile device.

Apple AirPlay
If you’re using Apple devices, you can mirror the screens using their AirPlay system.

Google Chromecast
For advice on Chrome Casting, please click here.

If you’ve found other great ways to view websites though your TV, let us know and we can add them here to share with everyone.

It’s worth noting that all TV’s and devices differ and unfortunately we cannot guarantee that it will be possible to do the above. If you have any questions please email us and we will do our best to help.

CLICK HERE FOR MORE USEFUL INFORMATION ABOUT CONNECTING TO YOUR TV.


Are the online events accessible?

Where possible we will try and make any online events accessible.

Romeo & Juliet (On Demand)
The on demand recording will have auto-captions** available between 27 July - 7 Aug.

All events will have an audio introduction recording. This will be available closer to the show date and can be found below and on the event webpages. An audio intro provides information about the visual elements of a show, which can be listened to ahead of time and can be useful for people who are blind or visually impaired.

Romeo & Juliet Audio Introduction Notes - CLICK HERE. 

*Closed Captions (CC) - Captions are similar to TV subtitles and convert spoken word into text. These can be turned on or off once the show has started and provide 99% accuracy.

**Auto-captions - Auto-captions are the same as closed captions but are automatically generated in Youtube and provide an average of 70% accuracy, depending on accents, dialect and clarity of speech.