Online Event Help & FAQ's (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.

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.


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 are testing the link in advance (which we recommend you do to avoid delays on the day), you’ll see a message letting you know you’re in the right place.

On the day of the event, simply repeat the above process.

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. If you still can’t find it please email boxoffice@hulltruck.co.uk or call 01482 323638.

What if I can’t login?

This may be because you haven’t yet created a password for your account or have forgotten it. When you reach the login screen, please select ‘Forgotten Password? Reset here’. You’ll then receive an email with a link to reset/create a password for your account. Once you have done this go back to the viewing page and log in.

Please reset your password rather than attempting it multiple times, otherwise 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. 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?

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.

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.

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

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.

For advice on Chrome Casting, please click here.

Are the online events accessible?

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

The Greatest Play in the History of the World (on demand)
The on demand recording will have closed captions available from Tuesday 8 June.

Everything I Own (on demand)
The on demand recording will have closed captions available from Monday 21 June.

Hull & High Water (on demand)
The on demand recording will have closed captions available from Monday 5 July.

All three of the above events will have an audio introduction recording. This will be available closer to the show date and can be found 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.

*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.