You have questions and we have answers!
Check out the most frequently asked questions and their answers below.

At On The Stage (OTS), we focus on creating an easy-to-use and intuitive platform to support you and your organization. We continually innovate to improve our products and services to meet your ever changing needs, so we know you may have questions. To make things easier for you, we’ve answered our most frequently asked questions below.  

How much does it cost to use the On The Stage Platform?

There is absolutely no cost to your organization for using On The Stage’s website builder, hosting service, artwork, Box Office Portal, or merchandise portal. Our only profit comes from a standard, per-ticket convenience fee, which is passed on to your patrons. We are also contractually required to process credit cards at a rate of 4% + $0.30 on a per transaction (rather than per ticket) basis. 

More than 80% of our producing partners pass these fees on to their patrons, however, it’s entirely up to you whether you wish to pass these fees along to your patrons at the point of purchase (Fees Added On) or absorb the cost yourself (Fees Included). With whatever option you choose, we have seen tremendous success in overall ticket sales through the OTS platform!

Can I use On The Stage to market and promote non-theatrical events?

You sure can! Our platform is designed to work intuitively for numerous event types, and is built to support many programs, including prom dance committees, special occasion events, athletic games, cheer/dance/color guard competitions, and more! We have found abundant success working with programs that put together musical concerts, dance recitals, award shows, live events, camp/class registration, and more for their communities. If you have an event that needs fundraising, ticketing, marketing and more, we can help! 

What does On The Stage do with my money during production?

If you select to set up a Stripe Connect Account, your funds will be deposited directly from OTS each day and our fees will be passed on to your patron or deducted before the deposit depending on your preference. This way, we never handle your funds and you get your money ASAP!

If you opt for an OTS Managed Account, , we will put any revenue you make throughout the production process into an escrow account to keep it separate and safe, until your funds are deposited post production.

In the ticketing business, it is unfortunately far too common that companies participate in unethical activity, where they use current revenue to pay other customers. That’s why at OTS, we strive for a much more transparent approach, to keep you and your funds protected!

Why does On The Stage require a signed W9 form?

We use your signed W9 form to verify your organization as a legal entity and use the name and address on that form to process all payments.

Can I link my OTS site to social media?

Yes! With easy-to-use social media integration, you can link your Facebook, Instagram, and Twitter business accounts with no hassle at all! Linking your socials is a great way to utilize our automated promotions for your upcoming events and fundraisers, increasing sales and boosting awareness! This feature will also connect your production and organization sites, making it easy to have a branded online presence and increase audience engagement seamlessly.

Can I use my own graphics and show art and merchandise?

Absolutely! Just upload your own files using the specs we provide. If you need help resizing your art or customizing our show images, our Account Managers can engage our graphic design team for a managed service agreement! 

I already have a website. Can I still use OTS for ticketing?

Absolutely! OTS makes it easy to quickly embed our ticketing experience right within your own site. This will allow your patrons to continue to engage with you and your organization without leaving your site, making their experience simple and professional.

Can patrons opt out of email blasts? 

Yes. Our marketing emails adhere to regulations, compliance, and industry standards, that include giving recipients the option to opt out of receiving marketing email communications. 


What do I do if I need help with the OTS platform?

As an OTS Customer you have access to your multiple resources to help you find answers to your questions. The Help Center, located in the left hand navigation bar of the OTS Platform has articles and videos to help answer most of your questions as you have them. If you have additional platform questions or want to learn best practices please reach out to your assigned Account Manager to schedule a consultation session.

For any break/fix or critical day-of show issues, please reach out to our Customer Support via the in platform chat chat icon on the lower right hand side of each page or by emailing clientsupport@onthestage. 

When will my organization receive its funds?

On The Stage has three (3) options for secure payment processing when it comes to purchases made through our platform – Stripe Connect, ACH/Direct Deposit, and Check. Reconciliation of your ticket sales will begin 24 hours after your production has closed.

  • Stripe Connect Customers: You will receive immediate payout for the purchases made. To be as convenient to your timeline as possible, you can schedule your payments to be daily, weekly, monthly or on-demand. No funds are withheld, any additional fees incurred will be invoiced at the end of your production. When it comes to Stripe, many other companies participate in a 15% holdback with later payout, but with OTS, no funds are withheld, and any additional fees incurred will be invoiced at the end of your production.
  • ACH / Direct Deposit: Your funds will be deposited into your account within 5-7 days after your production has closed and you have reconciled your account. Our attentive account managers will be available to make sure everything goes smoothly.
  • Check Payment: OTS will mail a check to your organization within 5-7 business days after your production closes. Please note checks may take 2-3 weeks to be received.

All Other Payments: We reconcile non-production merchandise sales and donations on a monthly basis for payout. If you have any further questions about the status or process for payments, please feel free to contact [email protected].

Is support available the night-of my performances?

Our Customer Support team is available for Day of show issues at a minimum of 30 minutes prior to show time and 30 minutes after your curtain time.

You can reach them from the chat function chat icon on the lower right hand side of the page within the On The Stage platform or by emailing [email protected]. This is of course in addition to the standard business hours M-F and working directly with your Account Manager who can schedule time ahead of your production to make sure everything is ready!

How long does it take to receive a response from Customer Support?

Our SLA for non-critical issues is 24 hours from submission, with our average response time under 40 minutes for all tickets submitted. 

Critical Day of show issues are prioritized by the Customer Support team to be answered first.

Can I get my confirmation email resent to me?

Yes! Please email [email protected] with the production name, your first name, last name, and email address used to purchase the tickets. Upon receipt, we will resend your confirmation email directly to your inbox. 

Can I Get a Refund or Exchange my tickets?

Due to the specific circumstances of each organization, refunds and exchanges are at the discretion of the producing organization. Please review the ticketing site to understand their stated policy for refunds or exchanges. If you have further questions, please reach out to the producing organization directly. 

Is the location accessible for ADA?

Please review the ticketing site to understand their stated information on accessible seating. If the producing organization has denoted ADA seating, it will be marked as a blue seat on the seating map.  If you have further questions, please reach out to the producing organization directly. 

What is the age for senior discounts?

Please review the ticketing site to understand their ticketing options and guidelines. If you have further questions, please reach out to the producing organization directly. 

Are there discounts available for tickets?

Please reach out to the producing organization directly for information on discounts or ticketing specials.