Frequently Asked Questions


What are your opening times?

The building opens 1 hour before an event or performance is due to start.

You can view opening hours on our contact us page

What is an e-ticket, and how will I receive it?

We use e-tickets for all events.

An e-ticket is a PDF document with a QR code, which contains the same information as a paper ticket.

When you book for an event, we will send a confirmation email and an email entitled ‘Your tickets from the Theatre Royal & Royal Concert Hall’ with your e-tickets attached as a PDF.

When will I receive my e-tickets?
E-tickets generally arrive within minutes of your purchase (unless stated otherwise). We advise checking your junk/spam mail if you don’t receive them within 24 hours.

How do I use an e-ticket?
When you arrive, open the PDF on your smartphone and a member of the Front of House team will scan your e-ticket. Please ensure that the screen brightness is all the way up to help the scanners pick up the QR code. If you like, you can print a paper copy at home and bring it with you.

I don’t think my email address is on record, so how will I get my e-tickets?
We have an email address on record for the vast majority of our customers, and we will be in direct contact with ticket holders who have not registered an email address with us.  However, if you have any concerns, please do call our Box Office team on 0115 989 5555 or email

I don’t have a smartphone or an email address, can I still book tickets with you?
You are still very welcome to book with us.  Please call our Box Office team on 0115 989 5555 to make your booking and we will advise you of the options available.

My e-tickets haven’t arrived yet, can I access my tickets through my online account?
Yes, here’s how to do so:
On desktop: click ‘log in’ near the top right corner of the website, then click ‘My Account (Click here to view).’ You will then be able to view your upcoming bookings by selecting ‘My future bookings’ which is listed as an option on the left. You can then either print or screengrab your tickets.
On a mobile device – click the ‘Person Icon’ to log in, enter you log in details, click on the ‘Person Icon’ again, which should bring up a list of categories, one being ‘My future bookings’. You can then print or screengrab your tickets.

I can’t access e-tickets, what are the alternative options?
We can hold tickets at the venue for collection. If you bring your order confirmation to the box office counter at the show, we’ll be able to print your tickets (even if the delivery method states ‘print at home’ on your confirmation email). You can also arrange for tickets to be held at the venue in advance by contacting our box office team.

Can you resend my e-tickets?
You can request our box office team to send replacement e-tickets. Please email with your request. Please include your order number and full name. If you do not have your order number to hand, please confirm your full name, postal code, email address and the title of the performance. You can also call our box office team on 0115 989 5555 for help regarding missing tickets. If you have purchased tickets through an alternative ticketing agency, we advise contacting them as we do not have access to their tickets.

What should I do if I lose, or forget to bring my tickets?
Tickets for all forthcoming events will be emailed to you in advance as an e-ticket.  We will scan your tickets on entering the auditorium, either on your mobile device or, if you prefer, a copy you have printed at home.

If you have problems accessing your e-tickets, please don’t worry – our Box Office team will have a record of your booking and will be able to help.  You can call us on 0115 989 5555, or visit our Box Office counter from one hour prior to the performance.

Can you refund or resell tickets?

We can refund tickets purchased through us if the performance has been cancelled or rescheduled. If you want to claim a refund for a performance that has been rescheduled, this must be requested prior to the new performance date. Please feel free to also contact our box office team if you cannot attend a show. We can check to see if anything can be offered. 

For sold out performances, we may be able to put your ticket up for resale (although this is not guaranteed). Please contact our box office team directly for resale requests.

I cannot attend due to a train strike, what can I do?

Please contact our box office team as soon as possible either via email or the call centre.

Will I need to show ID when presenting my tickets?

You may be asked to show ID if you have purchased a discounted ticket. This ranges from age related concessions to personal assistant tickets. You may be required to show ID for some shows to avoid ticket touts, but this will either be stated on your ticket or the show information page.

Do you have seating maps?

The performance I have tickets for has cancelled, when will I receive my refund?

Tickets for cancelled performances will automatically be refunded back to the original payment method. This is usually processed within a month of the cancellation notice. Our box office team will contact you as soon as possible if we cannot automatically process your refund. If you want to claim a refund for a performance that has been rescheduled, this must be requested prior to the new performance date.

Do I need new tickets for a rescheduled performance?
No, your original tickets will remain valid for the revised date (providing you haven’t requested a refund). This includes shows that have multiple performances. You will only need new tickets if you have contacted our box office to move seats or exchange your tickets to a different date and/or time in the performance run.


Do you have waiting lists for sold out performances?

Although we do have waiting lists, we always advise keeping an eye on our website If you are looking to purchase tickets for a sold-out performance. As soon as we receive returned tickets, the seats are made available to purchase online. Given the busy nature of our box office, tickets are often purchased online before we’ve been able to contact those on the waiting list. The ‘sold out’ icon will change to ‘book now’ on the show information page if tickets become available. Please email your request to our box office team if you wish to sign up to a waiting list.

Why can't I leave a single seat?

One of the primary reasons for not allowing you to leave a single seat in the row is to optimize seat allocation and maximize capacity utilization. Leaving single seats scattered throughout the venue can lead to inefficient use of available space. In certain circumstances, we may be able to override this. Please contact our box office team for more information.

How do I make a group booking?

Please email our Group Sales team or call 0115 989 5555 to book. Please be advised that some performances have ticket quantity limits per customer. Each show page lists if discounts are available for groups.

Do you accept Theatre Tokens?

No, we are not part of the Theatre Token scheme therefore cannot accept Theatre Tokens. We only accept and sell TRCH gift vouchers that are specific to our venue.

Do I need a new gift voucher if partially used?
No, the gift voucher redemption code should remain same. If you experience any issues, please contact our box office team.

Do you offer concessions?

Prices and concessions vary depending on the performance, as we work alongside various production companies. Pricing information can be found on the show page before selecting seats. Scroll down to the ‘save money’ on a show page to view discounts available.

Do you discount tickets nearer the time of the show?
The venue does not discount tickets nearer the time of a show. Some production companies may wish to ask us to send out offers for their shows to those signed up to our mailing list, but this is rare and never guaranteed. By purchasing tickets early, you secure your spot at the event, ensuring that you won’t miss out on the experience. Early ticket purchasers typically have access to a wider range of seating options and have a better chance to secure preferred seats. In addition to this, once you have your tickets, you can relax and look forward to the event without the stress of monitoring for potential offers, which also allows you to plan your schedule and make any necessary arrangements well in advance.

Why do I need to create an account to buy tickets?

Your account provides a central hub where you can conveniently access and manage your tickets. We take data security seriously, and creating an account allows us to protect your personal information and booking history, keeping your data safe from unauthorized access. In case you ever need assistance or have questions about your bookings, having an account allows us to retrieve your ticket history quickly and offer more efficient customer support.

Do you offer free carer tickets?

If you require a carer / essential companion to accompany you, registering on our FREE Access Requirement Register will allow you to book a free Personal Assistant (PA) ticket for shows. A free ticket for a PA is available for any deaf or disabled person who has purchased a ticket to an event or performance and would be unable to attend without the help of their personal assistant. Click here for more info

Third Party Ticket Re-Sale Sites

The resale of tickets for profit, including via a third party ticket re-sale site or ticket tout is against our Terms and Conditions, if we believe your ticket has been purchased via a third party ticket re-sale or ticket tout  we reserve the right to cancel tickets or refuse admission without notice and without being obliged to refund monies.

Your Visit

How do I find out why a seat is classed as restricted view?

Theatre Royal – The restricted view seats in the Stalls are classed as restricted due to being-off centre. As the rows are curved, you may miss parts of the stage depending on the set. The central restricted view seats on the Dress Circle, Upper Circle & Balcony are located behind handrails. The off-centre seats on these levels may not offer a full view of the stage depending on the set. The seats located on rows A & B also may be impacted by a handrail.

Royal Concert Hall – The restricted view seats on Tier 1 and Tier 2 are located behind handrails. Sometimes, shows in the Royal Concert Hall require a mixer desk, which is positioned in the middle of rows R, S and T in the Stalls. Seats behind the mixer aren’t generally considered as restricted, but the mixer desk can be a distraction.

It’s important to clarify that while we strive to provide the best possible experience for all customers, the nature of touring shows can present challenges that are beyond our control. Some shows often come with unique stage designs, technical requirements, and seating arrangements that can impact sightlines in unforeseen ways. Despite our best efforts, we can’t always predict these scenarios in advance. For more information, please contact our box office team.

Do you have a cloakroom?

Yes, we have a cloakroom available for £2 per item. Please only bring small bags that can fit under your seat. Larger bags/suitcases over 40 x 25 x 25cm will not be permitted for safety reasons.

Does a Q-Park voucher guarantee me a space?

No, you are only purchasing a voucher which allows you to park at the discounted rate. You will need to bring your Q-park ticket (given at the car park entrance) along with your voucher and show this at the venue cloakroom for validation.

What hotels do you recommend that are located near the venue?

Crowne Plaza, Best Western Nottingham City and the Nottingham Hilton are the closest hotels to the venue – only 5 minutes’ walk away.

What are your current security measures?

Our security procedures are designed in partnership with the police and security services and are reviewed and updated regularly. Our team of staff receive regular training and are fully prepared for all eventualities. When you arrive at the venue, our Front of House staff may ask to search your bags.  Theatre Royal and Royal Concert Hall, Nottingham has a zero-tolerance policy on any abusive behaviour towards its staff and its customers.  If any customers are found to be abusive, either verbally or physically, they will be removed from the premises and will be unable to attend future performances. Find out more on our safety and security page

Where can I find toilets during my visit?

Royal Concert Hall: there are toilets on all foyer levels 0-5 with accessible toilets on the following levels:

On Level 0 in the Royal Concert Hall we have a Changing Places Toilet facility, specifically designed for customers with more complex access needs. Find out more here

Level 1, Stalls – two accessible toilets (located next to door A)

Level 3, Tier 1 seating –  a RADAR key accessible toilet (located next to door C)

Level 5, Tier 2 seating –  step-free access toilets (located next to door E)

Theatre Royal: there are toilets located on the Stalls and Upper Circle foyers with accessible toilets on the following levels:

Stalls foyer – an accessible toilet (located close to Yarn bar)

Upper Circle foyer – an accessible RADAR key toilet

Can I take food and drinks into the auditorium?

Our foyer sales counters and bars offer a range of food and drinks for you to purchase.  You can find out more here.  Food and drink that has been purchased from our bars and foyer kiosks can be taken into the auditorium. All drinks must be decanted into plastic glasses and hot drinks will need a lid – our Front of House and Bar staff will be happy to help with this. Containers can also be provided for sweets and confectionary to minimise noise in the auditorium.

Do you accept cash?

Whilst we do accept cash, we would like to encourage customers to use contactless payments wherever possible.

Am I able to take photos or film in the auditorium during a performance?

Photography and filming is not permitted in the auditoriums during a show, unless clearly specified by performers. If you are unsure whether it is allowed, please ask a member of our Front of House team.

Are children and babies allowed to attend performances?

With the exception of children’s shows and our annual pantomime, we do not admit children under the age of 3 years old. (This age is increased for performances for Nottingham Classics, where we do not admit children under the age of 7).

For children shows if you’re bringing a child aged 12 months or under to a children’s show, your child doesn’t need their own seat or ticket (Babe in arms)

Children under 14 years old must be accompanied by an adult aged 18 or over whilst visiting our buildings to ensure their safety at all times.

Some shows are only suitable for older children so may also have an age recommendation, which you can find on our web page for individual shows when applicable.

What do I need to know about bringing a baby or small child to a children’s show?
For smaller children, free booster seats are available at the cloakroom of both the Theatre Royal and the Royal Concert Hall (subject to availability) which can be used on all of our fold-down seating (except in the Balcony of the Theatre Royal).

If you would like a quiet, private space to feed or change your baby, please ask to speak to our a member of Front of House who will be happy to assist you.

In order to keep aisles in the auditoriums clear, we ask that pushchairs or portable baby car seats are safely stored in our cloakroom or buggy park, for a charge of £1, during performances. These are located on the ground floor of both the Theatre Royal and Royal Concert Hall.

Do you have baby changing facilities?
Yes we do. These are available in both our venues. In the Royal Concert Hall: Level 0 / Box Office Foyer in the Changing Places toilet or Level 1 / Stalls in the accessible toilet In the Theatre Royal: Box Office Foyer / Stalls in the gents and ladies toilets.


Do you have an access scheme?

We have a scheme known as the access requirement register (ARR). If you have specific access needs or require a personal assistant when attending a performance, you can apply to our scheme here

Do you offer free carer tickets?

If you require a carer / essential companion to accompany you, registering on our FREE Access Requirement Register will allow you to book a free Personal Assistant (PA) ticket for shows. A free ticket for a PA is available for any deaf or disabled person who has purchased a ticket to an event or performance and would be unable to attend without the help of their personal assistant. Click here for more info

Do you have parking and disabled parking?

One of the nearest car parks to our venue is Q-Park on Talbot Street. You can purchase a discounted Q-Park voucher through our website, or at the cloakroom on the day of the performance. Please ensure that you bring your Q-Park ticket (that you receive at the carpark entrance) to our venue.

Find out more about accessible parking here

Can you store my wheelchair whilst I’m in for the show?

Yes, wheelchairs can be left with our front of house team whilst you’re in for the show. We recommend contacting our box office team if you’re looking to transfer from a wheelchair to a seat. We can then make sure that your seats are accessible, and we can inform our front of house team to expect the wheelchair on the day.

Can I take my wheelchair into the auditorium and sit in it for the show? / Can I book a W/C bay?

Yes, we sell wheelchair bays directly through the box office. Please call or email our box office team to make a booking for a wheelchair bay. We hold wheelchair bays off from the website to ensure they are being sold to the customers will the relevant needs.