Ticket FAQs

ticket holder
questions

“Will Call” tickets with the delivery method Hold at Box Office are available to collect from the PortTIX box office at Merrill Auditorium anytime during normal business hours or 60 minutes prior to show time the day of the event.

If the event takes place at a venue other than Merrill Auditorium, Will Call tickets will be brought to the venue for pick up starting 60 minutes before the event.

As is the case with many theaters, all sales are final, so PortTIX is unable to offer refunds or exchanges on most ticket purchases. Some events offer limited exchange options, please contact us to inquire about exchange options for your particular performance. If you cannot use your ticket, you may choose to donate it to a local charity, or find a friend or family member to attend in your place.

Please read our Policies, Terms and Conditions for more information.

For performances a Merrill Auditorium, PortTIX will open at least 90 minutes before curtain. We can be reached via phone at (207) 842-0800 during that time, or we can assist with issues such as re-printing tickets in person when you arrive.

For performances at other venues, our offsite box office will open at least 60 minutes before curtain. As we do not have access to our phone system offsite, we ask that you use our contact form to let us know about any issues and we will do our best to get back to you before the performance. As always, if you have lost your tickets, we can reprint them for you in person when you arrive.

Most events purchased online offer a Mobile Tickets delivery option. This is typically the default delivery option at the checkout screen. You will receive these tickets in a separate, second email after your confirmation email, and the QR code (square barcode) in the email should be scanned directly from a mobile device. We ask that you do NOT print these tickets out as they will not scan correctly if printed. Mobile Tickets offer the convenience of skipping the line at Will Call, and not worrying about tickets getting lost in the mail.

Please note, the Mobile Ticket barcode will not scan if your phone is in “Dark Mode”. If you have Mobile Tickets, please make sure to have the email pulled up and barcodes ready to present on your mobile device when you arrive.

Purchasing
Tickets

For online purchases, PortTIX accepts all major credit cards (Visa, MasterCard, Discover, and AMEX), as well as PortTIX Gift Certificates. We also support Apple Pay when applicable, or customers may choose to store a credit card on their online account to reuse.

We are working with our credit card processor to add Google Pay and PayPal and hope to have those options available in the future.

When purchasing tickets in person at the box office, patrons can also pay by cash or personal checks made payable to PortTIX. Personal checks can be accepted up to seven days prior to the performance.

When you choose your tickets, check the top of the page in the address bar for a lock symbol. This lets you know that boxoffice.porttix.com is SSL compliant and that your information is encrypted and secure.

PortTIX has been certified PCI DSS compliant (Payment Card Industry Data Security Standard). This means that boxoffice.porttix.com has met the standards set by the Payment Card Industry to address security, data integrity and privacy concerns associated with processing electronic payment data.

Handling fees apply to tickets purchased, varying by performance. Fees are the same no matter how you purchase (online, over the phone, or in person). The fees are scaled proportionally to the ticket price, so cheaper tickets have lower fees and more expensive tickets have higher fees. Handling fees vary between shows, please contact us for information about the handling fees for a specific show.

For orders with Standard Mail delivery, we charge a $3 shipping fee for the entire order.

We require an account for all online sales in order to provide you with all the benefits that are included in your purchase, as well as the best possible customer service and experience possible. This includes being able to correctly access any digital content, and the special benefits for Portland Ovations Members and Portland Symphony Orchestra’s Subscribers.

We also want to make sure that if you lose your tickets we can locate the order under your account and re-send or re-print your tickets for you!

The availability of discounted tickets is decided by the production company and the policy varies from show to show. To find out if an event offers discounted tickets online, visit the event page and look to the bottom of the event description. Many of our local non-profit partners offer discounts for Seniors 65+ and Children or Students.

Some discounts are only available over the telephone or in person only. Many events offer a discount for groups of 10 or more – contact our Group Sales Manager Jen Whitley to find out more.

Please contact us for more information about a specific show. Please note that not all shows offer discounted tickets.

We are open via phone at (207) 842-0800 and in person at 20 Myrtle Street, Portland from 11am to 3pm Monday through Friday.

We also open before any show at Merrill Auditorium 90 minutes prior to the start of the performance, and for shows at other venues 60 minutes prior to the start of the performance.

Online ticket sales are available 24/7 (up to 1 hour before each event) and you can contact us anytime – we do our best to reply within 2 business days.

Third-Party
Resellers

PortTIX is the only company authorized to sell tickets to shows at Merrill Auditorium and for our Partners. We do not endorse the reselling of tickets by ticket brokers or agencies and tickets purchased from other sources are purchased at your own risk. By purchasing from PortTIX you can be sure that the tickets you receive are valid and are being sold to you at face value.

Verify Websites: Resellers spend a lot of time making sure their websites and ads pop up first when you use a search engine such as Google. Look past the description and check out the actual name of the website before clicking. It’s very important to re-check the website when you click the link to buy tickets. To avoid mistakenly visiting a reseller website you can add PortTIX.com to your browser’s bookmarks or add it to your favorites for future use.

Beware high prices and few choices: If the prices seem too high or if the site is vague about the specific location of seats, it is probably a reseller site.

Take your time and ask questions: Buying tickets to an event is exciting, but it’s important to check what you’re buying. If the site seems odd, call PortTIX at (207) 842-0800. Alternatively, if you live near our venue, come in person. Any reliable box office will be happy to give specific answers to your questions.

PortTIX cannot take responsibility for the validity of tickets purchased from unauthorized agents or other sources. If you do not receive a valid ticket from a 3rd party site, we unfortunately cannot guarantee admission to the event.

In addition, when you buy from an unofficial vendor:

We cannot guarantee that your tickets are genuine.
We cannot replace lost or stolen tickets.
You almost always will pay more than face value.
We cannot contact you with information on show cancellations, time changes or other useful information.
You are supporting businesses that make it harder for fans to see their favorite performers without paying a premium charge.

We believe that customers shouldn’t have to pay a marked up price for tickets. If we suspect that an order has been re-sold, we may hold tickets at the Box Office for collection on the night of performance. In these circumstances, the ticket buyer will be required to produce the credit/debit card used for the original transaction and/or a valid form of photo ID to pick up their tickets on the night of the show.

PortTIX reserves the right to cancel tickets if we have reason to believe that tickets will be resold on a 3rd party site. We ask all customers to adhere to published ticket limits. Persons who exceed the ticket limit may have any or all of their orders cancelled without notice.

Please know that we are working hard to combat scalpers, including adding additional security such as captchas. So you may need to occasionally check a box on our website to prove you aren’t a reseller bot!

Resellers have a huge industry and lots of money to spend on deceiving ad campaigns. Therefore, we need your help to spread the word that 3rd party resale sites are not legit and make it harder for true fans to get tickets. A word to a friend or a quick post on social media can do a lot of good. Thanks for helping making sure that true fans get access to the shows they want to see!

ticket holder questions

Purchasing Tickets

Third-Party Resellers

ticket holder
questions

Purchasing
Tickets

Third-Party
Resellers