FAQ


Got a question about Seattle Symphony Live? Check out our FAQ below for some helpful guidance.


Introduction to Seattle Symphony Live

What is Seattle Symphony Live?
Seattle Symphony Live is the Seattle Symphony’s streaming video platform. It’s a website where viewers can watch the Seattle Symphony’s performances live and on demand.

What audio & video quality does the platform use?
Our videos and live streams use AAC compression with a 48kHz/24-bit resolution and streaming audio bitrate up to 192 kbps. Typical CD quality fidelity is a 44.1kHz/16-bit resolution. We’re using the same compression and resolution as the Berlin Philharmonic Digital Concert Hall. Additionally, six camera have been installed to provide a more robust video experience. All of this will lead to a notable improvement in quality compared to the Facebook and Youtube streams provided in the first months of the pandemic.


Registration & Account Setup

How do I create an account?
You will be asked to sign in or create an account whenever you wish to view a live stream or video. You can visit https://live.seattlesymphony.org and click Start Watching to create your account.

What as the password requirements?
Your password must be at least 8 characters long and contain letters and numbers. Special characters (@ # $ !) are not required.

What do I do if I forget my password?
Wherever you are asked for your email address and password, you will find a "forgot password" link. After you enter your email address, we will send you a new, temporary password so you can reset your account. Your old password will no longer be valid. If you use the "forgot password" function several times and obtain several new temporary passwords, only the most recent one will be valid.

How do I change my email address or password?
Your password can be changed under the My Account menu whenever you are logged in to Seattle Symphony Live. You cannot change the email address associated with their login at this time. For assistance, please contact us at tickets@seattlesymphony.org

What should I do if I get an "invalid credentials" error message?
Please check whether you have specified the correct email address. Also be careful with small differences, such as @gmail.com vs. @googlemail.com. It is also possible your registration was not completed or that you entered an incorrect password.

What if I used the wrong email address during registration?
It is not possible to change the email address associated with a Seattle Symphony Live account. However, if you If you want to change the email address you used to sign up, please contact us at tickets@seattlesymphony.org for assistance.

How do I delete my account?
To delete your account, please login first. From the My Account menu, click Details. At the bottom of the window, click Delete Account.


Passes & Billing

What payment methods do you accept?
Seattle Symphony Live accepts Mastercard, VISA and American Express.

How do I buy a monthly or annual pass?
You can buy a monthly or annual pass by visiting live.seattlesymphony.org and choosing the Start Watching option. When you purchase an annual or monthly pass, it is stored under your unique user account. You can find your purchases under the My Account menu. Select Details and click Subscriptions and Payments. Depending on your pass, you will have 30 days or 12 months to watch concerts on Seattle Symphony Live. 

How do I activate my pass?
Our passes are activated as soon as the purchase has been completed and will automatically renew every 30 days or 12 months, depending on the pass. Monthly and annual passes can be canceled at any time.

How do I convert a monthly pass to an annual pass?
In order to change your monthly pass to a 12-month annual pass, you should first cancel your current monthly pass under my account. Then, navigate to a video and click the Buy Pass button and purchase an annual pass. 

How do I change my payment and credit card details?
After you log in to the platform, you can change your payment details under the My Account menu. Select Credit Card and update your payment information.

How do I cancel a monthly or annual pass?
After you log in to the platform, you can view and cancel your subscriptions by navigating to Details under the My Account menu.

Is my data transmitted securely?
Your personal data, including your credit card number and password are encrypted before being transferred over the internet. We have partnered with industry leaders Stripe and InPlayer to secure your personal information. Your data is not stored by us and is not visible to third parties.

Is there a trial period?
All subscription options include a free, seven-day trial period. You must enter your payment information to begin the trial, but if you don’t wish to continue it, log in to your account, navigate to My Subscriptions, and cancel the relevant subscription. After cancelling a subscription, a customer will still have unlimited access to the Seattle Symphony Live until the end of the most recently paid month.

Can I watch concerts on multiple devices?
You can watch Seattle Symphony Live on different devices using the same account. Please note that it is not possible to use more than two devices connected to one account at the same time.


Voucher Codes

How do I redeem a voucher code?
To redeem a voucher code, click Start Watching or on the video you want to watch. Complete the registration process or sign in. After selecting your payment option, click the plus sign on the last screen and enter your voucher code.

Why am I receiving an error message when I redeem a voucher or discount code?
There can be several reasons for this:

  • There may have been an error entering the code. Promo codes and vouchers are case-sensitive.
  • You have already entered the voucher code at an earlier date. Promo codes and vouchers may only be redeemed a limited number of times.
  • Most promo codes have an expiration date.

If your code isn’t working, please contact our customer service team at tickets@seattlesymphony.org or friends@seattlesymphony.org.

My discount hasn't been deducted from the purchase price. What happens now?
Please contact us at tickets@seattlesymphony.org for assistance.


Concert Information

Can I watch concerts on multiple devices?
You can watch Seattle Symphony Live on different devices using the same account. Please note that it is not possible to use more than two devices connected to one account at the same time.

When will I be able to view performances streamed on Seattle Symphony Live?
Concerts will be recorded and transmitted live on Thursdays at 7:30pm PT. Once the concert is complete, it will be released for on-demand viewing on Friday mornings at 10am PT. This on-demand viewing experience will be available for 7 days. Should you join a concert late on Thursday evening (e.g. signing on at 7:45pm PT), you will not be able to view the portion of the concert you missed until it is released on Friday morning.

What content will be available when people first login on September 8?
Leading up to opening night, people will be able to watch our Meet the Musicians series under the Behind the Scenes section, enjoy our past Tiny Clips for Tiny Tots content under the Family & Community section, watch a short concert excerpt with Thomas Dausgaard and watch the trailer for the platform.

How can I find more information about the works and artists on the program?
The video page for each concert includes a link to supplementary information, including program notes, artist bios and other content to enhance your experience.

Can I record or download the concerts?
Due to copyright restrictions, you are not permitted to record or download the concerts.


Contact Support

Who can I contact for billing or account issues?
If you are having issues with your account or payments, you can access 24/7 support from our payment partner, InPlayer. Visit their Payments and Access Support Center for assistance.

Who can I contact for any other issues?
For all other inquiries, our customer service team is available during live concert broadcasts Thursday evenings and weekdays 10am–6pm. Email us at tickets@seattlesymphony.org or friends@seattlesymphony.org for assistance.