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Preguntes més freqüents ang

my account	Why do I have to create a user account? You need a user account to be able to place orders and benefit from the following features: Access your tickets to print them or save them on your mobile Reprint your tickets [in case of loss] Track your orders Update and modify your contact details Your payment details [e.g. credit card or debit card number] are not stored in the system. You must specify them in each order.

	I can't create my account Check that you have completed all the required fields. If you've left a field empty or some information is incorrect, a warning message will appear at the top of the page showing the error. You should provide the e-mail you normally use as well as your mobile phone number, so that we can contact you if there is any problem.

	I've forgotten my password If you have forgotten your password, click on the "Forgotten your password?" link and follow the instructions.

	How can I change my personal details? When you're logged into your account, you can change your personal information (e.g. postal address, e-mail, password ...) using the "profile" option in the "my account" section.

	How can I change my password? When you're logged into your account, you can change your password using the "password" option in the "my account” section.

	Is my personal data processed confidentially and securely? Encryption is essential to ensure the security of transactions. We use SSL encryption to protect all personal data and means of payment. On all secure pages beginning with "https://" (the "s" stands for "secure"), the information is encrypted and therefore protected before being sent over the Internet. This makes it impossible for this data to be transferred without authorisation while they are being sent. The Teatre Lliure undertakes to protect your personal details and your privacy.

purchase / payment	What methods of payment can I use? The accepted methods of payment are: - Credit and debit cards [Eurocard/Mastercard, Visa].

	My payment has been denied. What can I do? Contact your credit and/or debit card company, or the bank that issued it, or try again with another card. Self-identification and validation of payment is the responsibility of the credit institutions. Your payment may have been denied because you have exceeded your credit limit or because your card is blocked.

distribution / delivery	How can I access my tickets? You can have your tickets on paper or on your mobile: 1. You will receive the ticket by e-mail through the print@home system so that you can print it out yourself. It can also be accessed through the "My Tickets" option in the "my account” section. 2. Tickets on your mobile: you can have your tickets on your mobile using the application for iPhone or Android that you can download at this link, whether you bought them using your computer or from the phone.

	What are the delivery and administration costs? Because it is a process that you carry out yourself, there are no delivery or administration costs.

	Do I have to print the ticket in colour? Whatever you want: you can print your tickets in colour or in black and white.

	I can't print the ticket properly. What do I do? Poorly printed or incomplete tickets will not be accepted for admission to the Teatre Lliure. If you have trouble printing your ticket, make sure your printer is configured properly. Some printers do not support PDF files correctly. In this case, please try the following: Open the file with Acrobat Reader In the "File" menu, select "Print" - Choose the "Print with image" option Click "OK" to print the ticket - the ticket should print out correctly If the problem persists, check if your printer is working properly using any other document, and/or with the help of the printer manual. You can also try to print your ticket using another computer or another printer.

	What happens if in the end I can't print the ticket? If you are unable to print your ticket, you can go to the theatre box office from one hour before the show starts with your identifying document and the order number you received in the confirmation e-mail. If you haven't received it, the payment may not have been made correctly; check in "My orders" that the process has been completed successfully.

	Can I fold, crumple or cut the ticket? You can fold the ticket to put it in your pocket or wallet. But try not to damage the barcode. We recommend that you do not crumple or cut it: doing this may can affect the electronic checking process at the entrance. Always protect it from moisture and do not expose it to direct sunlight.

	Can I print the ticket several times? Yes, you can reprint the ticket. This may be useful if you have damaged or lost it. However, each ticket has a unique barcode that protects it. The barcode will be checked at the theatre admission control with a scanner. Each ticket will only be accepted once. So keep just one copy of your ticket and destroy all the others to avoid confusion or fraudulent use.

	7 tips to avoid problems with your tickets Each ticket is unique. Make sure you print all the tickets you have ordered. Print your tickets on white A4 or Letter sheets in vertical format. Check that the words written on the images are legible. If not, reprint the ticket and destroy the first one to avoid confusion or the risk of fraudulent use. Make sure the barcode on the ticket is printed correctly. If the bar code is damaged, reprint the ticket and destroy the first one to avoid confusion and the risk of fraudulent use. Keep the ticket in a safe place to prevent attempts to copy it. Please contact us if you think that your ticket has been copied. Try not to cut, tear or crumple your ticket. - Protect the ticket from sunlight and moisture.

order	How can I check and track my order? When you're logged into your account, you can access your order and track its status using the "My Account" menu at the top right of the screen.

	How can I change or cancel my order? The purchase of any ticket at the Teatre Lliure is an outright purchase, with no entitlement to any exchange or refund. However, if there are any changes to tickets due to reasons not attributable to the Organization, the latter reserves the right to charge a fee to cover the cost of administering the change.

	What can I do if I don't receive the confirmation e-mail? Perhaps the e-mail address you provided for your user account is incorrect, or your spam filter has blocked the e-mail confirmation. You can log into your user account to check that the order has been stored properly. Also check your personal details and the e-mail you gave us.

	What does it mean if my order is 'in progress’? An order can be in one of these states: In progress: the order is being processed. The system has to verify the payment and create the tickets. Valid: the order has been validated and the tickets can now be downloaded. Cancelled: the purchaser has voluntarily decided to stop the process for making the order. - Denied: the order has been cancelled due to non-acceptance of a payment [more information in the "Purchase/Payment" section of these FAQ].

	Is the confirmation message valid as a ticket? No, the confirmation e-mail is not valid as a ticket. The confirmation message shows that your order has been processed correctly. You can download and print the ticket through your user account. We advise you to keep the confirmation e-mail because it contains information relating to your order that we will ask you for if you contact us.