HELP
USER ACCOUNTS
You will need to register an account regardless of whether you are purchasing an Access Pass or redeeming an Access Pass purchased by someone else.
1. You will need to register an account regardless of whether you are purchasing an Access Pass or redeeming an Access Pass purchased by someone else;
2. Please visit https://tickets.assitejonline.org/en/register if you wish to register in English;
3. Please visit https://tickets.assitejonline.org/es/register if you wish to register in Spanish;
4. Please fill out the form, paying particular attention that your email address is correct and then click ‘Register’.
Click on ‘Forgot your password ?’ on the ‘Login’ page. You will then be prompted to change your password in three steps:
1. Enter your email address and click on the ‘Submit’ button;
2. We’ll send you an email with a password reset link;
3. Click on the link to change your password on our secure website.
You can log a support ticket by sending an email to help@assitejonline.org
You can log a support ticket by sending an email to techsupport@assitejonline.org
ACCESS PASSES
Please visit our dedicated Access Passes page.
There are various discount options available, depending on where you are joining us from and how soon you book. The full list can be found here, but we do encourage you to try and contribute the full cost if you are financially able to do so.
ASSITEJ International and the host country rely on the income from delegate passes to be able to arrange the ASSITEJ World Congress and Performing Arts Festival for Children & Young People and support the performing artists. We encourage everyone who can to pay a full fee.
An ‘Access Pass’ gives you the ability to book multiple event sessions (such as Productions/Performances or Professional Exchange Sessions) for one fixed amount. There may be a limitation to the event session types it unlocks or the specific event days that it is valid for. Please check here to see which Access Passes are available for this event. Please note that Access Passes DO NOT guarantee access to performances or events with limited capacity. Once you have purchased your access pass, please reserve a complimentary ticket to each performance or event through the online box office.
A ‘Ticket’ allows you entry into a specific event session (such as a Production/Performance or a Professional Exchange Session).
Ticket reservations for limited-capacity performances and events will be open until 8pm Cuba Daylight Time (CDT) on 21st May.
1. If you are buying a pass immediately after you have registered your account, please click ‘Buy / Activate Passes’;
2. If you have previously registered, please log in to your account using this link and then click ‘Buy / Activate Passes’;
3. Please note that, if you are based in the European Union, we are legally required to collect and validate your Tax ID number for the purpose of the VAT invoice. Once you complete this data, you may need to click on ‘Buy / Activate Passes’ once more;
4. You will then be able to Access Passes;
5. After you complete your purchase, you still need to Redeem / Activate it. See the following two questions for how to do this.
1. Find your unique Access Passcode – you can find this in your confirmation email or by accessing https://tickets.assitejonline.org/en/passes/purchased;
2. You can then click on the ‘Redeem Passes’ button or use this link:
https://tickets.assitejonline.org/en/passes/redeem
3. Submit your Access Passcode into the text box and then click ‘Submit’;
4. Your pass is now active, and you have free access to all applicable events;
5. Under ‘My Passes’ on the ‘Redeem Pass’ page you will see a “Full On Ground Access Pass” or ITYARN On Ground Access Pass” Access Pass listed if you have already successfully redeemed your pass;
6. Please be aware that a pass does not guarantee access to a performance or an event due to limited seating capacity in each venue, and you should follow the instructions below to reserve Tickets for the events you wish to attend.
1. Send one Access Passcode to each of your colleagues / delegation who wish to attend – you can find this in your confirmation email or by accessing https://tickets.assitejonline.org/en/passes/purchased;
2. Each attendee should visit https://tickets.assitejonline.org/en/register if they wish to register in English or https://tickets.assitejonline.org/es/register if they wish to register in Spanish;
3. If they are activating a pass immediately after they have registered their account, they should click ‘Redeem Passes’;
4. If they have previously registered, they should log in to their account and then click ‘Redeem Passes’;
5. Please note that, if they are based in the European Union, we are legally required to collect and validate their Tax ID number for the purpose of VAT invoices. Once they complete this data, they may need to click on ‘Buy / Activate Passes’ once more;
6. They can then click on the ‘Redeem Passes’ button or use this link:
https://tickets.assitejonline.org/en/passes/redeem;
7. They should copy their unique Access Passcode into the text box and then click ‘Submit’;
8. Their pass is now active, and they have free access to all applicable events;
9. Under ‘My Passes’ on the ‘Redeem Pass’ page they will see a “Full On Ground Access Pass” or ITYARN On Ground Access Pass” Access Pass listed if they have already successfully redeemed their pass;
10. Please be aware that a pass does not guarantee access to a performance or an event due to limited seating capacity in each venue, and they should follow the instructions below to reserve Tickets for the events they wish to attend.
1. After logging into your Account, please click “Redeem Pass”.
2. You will see a “Full On Ground Access Pass” or “Full On Ground ITYARN Access Pass” listed if you have already successfully redeemed your pass;
3. If it is listed then your Access Pass is already active and you have free access to all applicable events;
4. Please be aware that a pass does not guarantee access to limited-capacity performances or events due to limited seating in certain venues, and you should follow the instructions below to reserve Tickets for the events you wish to attend.
1) You must activate / redeem your Access Pass.
2) If you have bought more than one Access Pass, you must send the code for each Access Pass to your colleagues so that each person can activate / redeem their own Access Pass.
3) From 1st May 2024, you may log in to your account and reserve complimentary (free) tickets to performances or events with limited capacity.
NOTE: Your Access Pass DOES NOT guarantee access to performances or events with limited capacity. You must reserve a ticket. Ticket reservations are open until 8pm Cuba Daylight Time (CDT) on 21st May.
If you have any further questions, please browse the Event Website which contains lots of useful information. Please pay particular attention to the Travel Information and, in particular, the information about Visas & Immigration. You can also read our Frequently Asked Questions.
Please note that your Access Passes are kept in your cart for 15 minutes only. If you log out of your account or close your browser without completing the checkout process, you may lose the tickets in your cart.
The ASSITEJ Online platform uses PayPal to process and collect payments. Please note that you DO NOT need to have a PayPal account to make a payment through PayPal. Local payment options may differ in different countries depending on available local payment methods and local regulations.
You will receive an email to your registered email address with an order confirmation number.
If you have not received a confirmation within an hour of making your booking, please check your junk mail / spam folder, or you can send an email to: tickets@assitejonline.org
Once your booking has been completed and the payment is successful, the confirmation emails are sent automatically and immediately.
You will automatically receive a full VAT invoice for your purchase to your registered email address.
Please note that Access Passes are sold by Théâtre Massalia, Marseille, through the ASSITEJ Online platform. All fiscal, VAT, and other legalities are governed by French law.
TICKETS
An ‘Access Pass’ gives you the ability to book multiple event sessions (such as Productions/Performances or Professional Exchange Sessions) for one fixed amount. There may be a limitation to the event session types it unlocks or the specific event days that it is valid for. Please check here to see which Access Passes are available for this event. Please note that Access Passes DO NOT guarantee access to performances or events with limited capacity. Once you have purchased your access pass, please reserve a complimentary ticket to each performance or event through the online box office.
A ‘Ticket’ allows you entry into a specific event session (such as a Production/Performance or a Professional Exchange Session).
Ticket reservations for limited-capacity performances and events will be open until 8pm Cuba Daylight Time (CDT) on 21st May.
Yes! Please be aware that a pass does not guarantee access to limited-capacity performances or events due to limited seating in certain venues, and you should follow the instructions below to reserve Tickets for the events you wish to attend.
Ticket reservations to limited-capacity performances and events will be open until 8pm Cuba Daylight Time (CDT) on 21st May.
Ticket reservations to limited-capacity performances and events will open in January 2025. All Access Pass holders will be informed about the opening date by email.
• You must have activated / redeemed your Access Pass in order to reserve tickets – there is more information about how to activate / redeem your Access Pass below;
• Some delegates were able to reserve tickets on Wednesday 1st May due to a technical error – we apologise for the inconvenience but we ask you to please rebook any limited-capacity events you have already booked;
• You can view the full programme in English or in Spanish;
• Not all events require a reservation; you only need to book limited-capacity events – this includes most Performances / Productions and a few Professional Exchange events;
• You can see which events require a reservation if you use the “Booking Required” filter at the top of the page or by clicking here;
• Each Full On Ground Access Pass allows you to pre-reserve a maximum of 7 tickets – this is to ensure that all delegates have equal access to reservations;
• If sales to local audiences in Cuba allow for it, this maximum number may be increased later – you will receive an email from us if the maximum is increased;
• Each Full ITYARN Access Pass allows you to pre-reserve both ITYARN events only;
• If you cannot reserve an event because you have reached your maximum limit, you do not need to pay extra for an additional ticket – you will be able to enter the performance free of charge if there are seats left after Access Pass holders with tickets and local audiences have entered;
• The same will apply if an event is sold out online – you will be able to enter the performance free of charge if there are seats left after ticket holders and local audiences have entered;
• Dates, times, and venues of event sessions and performances are still subject to change – please check event details again closer to the time to reconfirm.
• To book a Ticket, browse the full programme in English or in Spanish and visit the specific event page for which you wish to reserve a ticket;
• By clicking on “Dates and Times”, you can see all of the performance times for that event;
• Click “Book Now” for the time and date you prefer (If “Book Now” does not show, the event does not require Booking);
• As long as there are still seats available, and you haven’t yet reached your maximum reservation limit of 7, you can add a seat to your basket / cart;
• Most events will display a ticket price – don’t worry – if you are an applicable Access Pass holder and haven’t yet reached your maximum reservation limit of 7, the system will automatically make the Ticket free;
• Remember that each Access Pass is only for one person – each Access Pass holder needs to create their own account because, if more than one Ticket is added to a basket / cart, only one Ticket per event will be made free;
• You will receive your Ticket in your email inbox – you may also see which limited-capacity performances or events you have successfully booked by logging in and checking the “My Tickets” section of your account;
• Ticket reservations close on 21 May (8pm Cuba Daylight Time) – at this time, you will be sent a file containing all your bookings – please print this out before travel to Cuba – it is NOT possible to show this on your phone or tablet;
• When you arrive in Cuba, please recheck the date, time, and venue of each event on the website at this time as some event details may have changed.
We know there are many exciting productions and performances, professional exchange programme event sessions, and networking events on offer, but please remember that tickets in your cart are only reserved for 15 minutes. Don’t wait too long to complete your checkout, or you might lose your booking.
Please note that your tickets are kept in your cart for 15 minutes only. If you log out of your account or close your browser without completing the checkout process, you may lose the tickets in your cart.
Your tickets may be free if you have already bought and activated / redeemed an Access Pass.
The ASSITEJ Online platform uses PayPal to process and collect payments. Please note that you DO NOT need to have a PayPal account to make a payment through PayPal. Local payment options may differ in different countries depending on available local payment methods and local regulations.
If you have not received a confirmation within an hour of making your booking, please check your junk mail / spam folder, or you can send an email to: tickets@assitejonline.org
Once your booking has been completed and the payment is successful, the confirmation emails are sent automatically and immediately.
Ticket reservations close on 21 May (8pm Cuba Daylight Time). You will be sent a PDF file containing all your bookings. Please print this out before travel to Cuba – it is NOT possible to show this on your phone or tablet.
Yes, you may book up to 7 limited-capacity performances or events for each Full On Ground Access Pass. This is to ensure that all delegates are each able to pre-reserve a range of different tickets.
Tickets remain subject to availability. If you are trying to purchase tickets online and are running into issues with the number of tickets you are allowed to buy, it could be you are trying to purchase more tickets than are available.
All of our venues have unreserved seating and you don’t need to choose a seat when booking. If you have any questions or concerns about the seating arrangements for a specific event, or if you have any specific needs, please do not hesitate to contact us. We will do our best to provide you with the information you need to make an informed decision.
Ticket reservations close on 21 May (8pm Cuba Daylight Time). You will be sent a PDF file containing all your bookings. Please print this out before travel to Cuba – it is NOT possible to show this on your phone or tablet.
You will be able to see all successfully purchased tickets in the “My Tickets” section of your account.
Ticket reservations close on 21 May (8pm Cuba Daylight Time). You will be sent a PDF file containing all your bookings. Please print this out before travel to Cuba – it is NOT possible to show this on your phone or tablet.
Please note that Access Passes and Tickets are sold by ASSITEJ International through the ASSITEJ Online platform. All fiscal, VAT, and other legalities are governed by Italian law.
PAYMENTS & REFUNDS
Please note that customers in most countries DO NOT need to have a PayPal account to make a payment through PayPal.
We accept most internationally-issued cards and some local payment methods too. Local payment options may differ in different countries depending on available local payment methods and local regulations.
If you already have a PayPal account then you can use this to login and pay directly from your PayPal balance. If not, we suggest setting up a PayPal account in advance – you can either do a direct bank transfer to your PayPal account before buying the Access Passes OR you can link your bank account to the PayPal account to do an instant transfer upon purchase.
Yes, all transactions are conducted within in a highly secure payment environment which is handled by our payment gateway provider, PayPal.
If you have bought a single ticket to an event session (either Production/Performance or Professional Exchange Session) and it has been, after you have acquired it, rescheduled to a date, time, or venue other than that stipulated on the ticket (or advertised on the website or mobile application when you acquired it) you may claim a refund of the ticket price from us at any time before the scheduled performance. Refunds may exclude any costs which we have incurred by selling the ticket to you. In respect of rescheduled event sessions, a refund may be claimed by contacting tickets@assitejonline.org before the rescheduled event session.
If an event session has been rescheduled but your ticket was purchased through an Access Pass (i.e. reserving your ticket did not incur any extra cost because your ticket was complimentary through the usage of your Access Pass), then no refunds are available.
If you have bought a single ticket to an event session (either Production/Performance or Professional Exchange Session) and it has been cancelled, you may claim a refund of the ticket price up to 21 days after the originally scheduled event session. Refunds may exclude any costs which we have incurred by selling the ticket to you. In respect of cancelled event sessions, a refund may be claimed by contacting tickets@assitejonline.org within 21 days of the date for which the event session was originally scheduled.
If an event session has been cancelled but your ticket was purchased through an Access Pass (i.e. reserving your ticket did not incur any extra cost because your ticket was complimentary through the usage of your Access Pass), then no refunds are available.
We regret that no refunds on tickets can be made for late arrivals. Tickets are not refundable unless the event is cancelled or rescheduled.
We regret that no refunds on Access Passes or Tickets can be made if you can no longer attend. Tickets and Access Passes are not refundable unless the event is cancelled or rescheduled.
Refunds normally take between 4-14 working days to reflect on your statement, depending on your payment method. You may check the progress of your refund with PayPal.
Unfortunately, Access Passes can only be purchased online – if you need any help with this, then please contact the ASSITEJ International Secretariat or email us at help@assitejonline.org.
There are several reasons why a card may be rejected. Some of the most common reasons include:
1. Insufficient funds: If you don’t have enough available funds to cover the purchase, the transaction may be declined.
2. Suspicious activity: Banks have fraud detection systems in place that may flag certain transactions as potentially fraudulent. If this happens, the transaction may be declined until the bank can verify that the purchase is legitimate.
3. Incorrect information: If you entered the wrong credit card number, expiration date, or CVV code, the transaction may be declined.
4. Card expiration: If your card has expired, the transaction will be declined.
5. Daily or Monthly limit reached: If you have reached your card limit, the transaction may be declined.
6. Foreign transaction: Sometimes your card security stops international transactions from being approved, especially when making an online purchase.
If your card has been rejected, you should contact your bank to find out the specific reason for the decline. They will be able to provide you with more information and help you resolve the issue.
Please note that Access Passes are sold by Théâtre Massalia, Marseille, through the ASSITEJ Online platform. All fiscal, VAT, and other legalities are governed by French law.
OTHER QUESTIONS
Please visit our dedicated Travel Information page.
Please visit our dedicated Getting Around page.
CONTRIBUTOR ZONE
The ‘Contributor Zone’ will be your one-stop portal for managing all the information about your event.
To log in for the first time, please visit:
https://contributor.assitejonline.org/
After entering your email address (the email address on which you received this email), click on ‘Forgot your password?’ You will get an email from Contributor Zone with a reset password link. Clicking on the link will verify your address and send you back to the login page to create a new password and log in.
Upon successful login, you will find the information we have on file about your event by clicking on ‘Events’.
To explain this process, we have also created a help video in English or Spanish.
To log in for the first time, please visit:
https://contributor.assitejonline.org/
After entering your email address (the email address on which you received this email), click on ‘Forgot your password?’ You will get an email from Contributor Zone with a reset password link. Clicking on the link will verify your address and send you back to the login page to create a new password and log in.
Upon successful login, you will find the information we have on file about your event by clicking on ‘Events’. Please review all the fields and edit what has changed or needs updating.
To explain this process, we have also created a help video in English or Spanish.
Please note that if you submitted more than one contact email in your application then you are receiving this email as the designated main contact for your event. This email will not have been sent to additional members of your team, and it is only your login details that can be used by other team members who may need access. Neither you nor your team will need to access the Contributor Zone on the event days.
1) Fill in everything as completely as possible. There are some fields you will not be able to edit. Please let us know if something that you cannot edit needs to change. You do not need to fill out all sections in one go (you can save your progress by clicking ‘Submit’), and you will be able to make further edits later. However, once you have finalised everything, make sure you press the ‘Submit Event’ button.
2) On the ‘Tags’ tab (visible at the top of your event screen), you can add up to 5 tags. Tags help audiences search for an event based on its topics/themes.
3) On the ‘Images’ tab, you can add your images. Remember to click on ‘Upload’ for each image after you have located the correct file from your computer. You can crop the images directly on the site in order to resize them according to the listed dimensions.
4) On the ‘Logos’ tab, you can add a company or sponsor’s logo (with a web link) to your event page. Note that all website links must start with “http://” and not “www.”
5) On the ‘Social Media’ tab, you can also add as many websites and social media links as you require – to help audiences differentiate between them, you may add a ‘Label’ for each link.
6) On the ‘Videos’ tab, you can add either a ‘Trailer’ or a ‘Video’ as an MP4 file. Productions, in particular, are encouraged to upload trailers, rehearsal footage, or even production recordings if you wish.
7) On the ‘Publicity / Attachments’ tab, you can add PDFs, images, and audio files that relate to your event for audiences and the general public to browse. This is an opportunity to share publicity/production images, other publicity information, production reviews, scripts, supplementary resources, worksheets, workshop notes, podcast episodes, or photos of your past work that you would like to be included on your event page (they will act like ‘attachments’ that your attendees can access before/after your session). These files may be PDFs, MP4s, MP3s or Image Files (we cannot accept Word documents). These will be available to everyone on the internet, regardless of whether or not they are ticket holders.
8) We are still finalising the venue and timeslot allocations. You may see a provisional date/time/venue listed under the ‘Performances’ tab. However, this is NOT yet confirmed, and is very likely to change. You will receive a notification when your timeslot is ready to view – you will be able to respond to us at that stage if the timeslot allocated to you is unsuitable for any reason.
9) Finally, please check that all of your contact information is correct by clicking on the ‘My Account’ link in the top-right-hand corner.
When you have checked everything and are ready to submit your event information back to us, please click the ‘Submit Event’ button on the top-right of the page.
To explain this process, we have also created a help video in English or Spanish.
You will notice that many fields are displayed in both English & Spanish. If you are bilingual, we welcome you to make changes in both fields. However, if you do not speak both languages, PLEASE COPY the English text you have added into the Spanish field and format it in BOLD for our team to translate it on your behalf.
You will see a ‘Duration’ listed in minutes – this may be less than you originally requested in your application, as we have had to reduce the length of some sessions to accommodate the schedule. Please note that you cannot directly edit the duration that has been allocated to you – but please let us know if this is unsuitable for any reason.
Our team will check everything over and get back to you if there are any further questions. If not, we will make your event information live on the event website as soon as it is ready (we will release the event information to the public on a first-ready-first-served basis).
If you notice any mistakes on the public site, or need to make any further changes, please email us at:
contributors@assitejonline.org
We will either be able to make the change for you directly OR we can open the fields again for you to edit yourself.
If you have not already done so, please complete the Agreement & Consent Form that will be automatically sent to your email address from Docusign when your event information if complete.
If you have any questions about this Agreement & Consent form, please email the Secretary General of ASSITEJ International, Louis Valente Sørensen, at:
sg@assitej-international.org
If you repeatedly experience error messages, please take a screenshot of the error message and what you were doing at the time the error message appeared. You can then email us details to contributors@assitejonline.org so that we can identify the cause of the problem.
If you can’t edit or make amendments to your event, please send us an email at: contributors@assitejonline.org
Please click on “Forgot Your Password?” and input your registered email address. This will send you a one-time access link to reset it. Choose a new password, and then try logging in again. If you still can’t access your account, please contact us via email at contributors@assitejonline.org
If your contact information changes, please keep us updated by clicking on the ‘My Account’ link in the top-right-hand corner of the Contributor Zone (you may do this at any time).
Please contact us via email at: contributors@assitejonline.org
VENUE INFO FOR CONTRIBUTORS
We are still finalising the venue and timeslot allocations. You may have already seen a provisional date/time/venue listed under the ‘Performances’ tab. However, this is NOT yet confirmed, and is very likely to change. You will receive a notification when your timeslot is ready to view – you will be able to respond to us at that stage if the timeslot allocated to you is unsuitable for any reason.
For Professional Exchange Programme sessions, the local producer of your session will contact you from around 1st May. They will help clarify what the venue can provide and respond to other practical questions. Due to limited technical facilities in the local venues, we recommend keeping the technical requirements of your session as simple as possible. We will in most cases, not be able to provide a projector for your session.
For Productions / Performances, the technical requirements of your production (as well as accommodation needs) is being taken care of by Analais, who is the producer of the festival and will be in touch with the local venues. Check your email for Analais’ WhatsApp contact.
Due to limited internet availability, Professional Exchange Programme sessions will not be live-streamed from Cuba. Some sessions will be recorded with the recordings being made available to online delegates at a later stage. Someone from the ASSITEJ team will be in touch at the start of May if we plan to record your event.
Due to limited internet availability, it is not recommended to have a presenter / panellist / speaker / other contributor participate virtually. If their participation is vital, we recommend that they pre-record some audio files which may be played on your own speakers / laptops. Due to limited technical facilities in the local venues, we will in most cases, not be able to provide a projector for your session.
You are welcome to present in any language you feel most comfortable in. Many delegates will be Spanish and/or English speakers and these will be the predominant languages used across the event. We encourage contributors to translate their session wherever they can. This may be in any format (e.g. a colleague offering simultaneous interpretation, pre-printed translated scripts, or a splitting of workshop groups between different language groups). Regrettably, there are limited local resources available for translation and so we recommend that this is considered by the presenting individual / organisation themselves wherever possible.
Please contact us via email at: contributors@assitejonline.org
