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 located at 400 Congress St Suite A anytime during normal business hours or at Merrill Auditorium 90 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.

Accessing
Digital Tickets

Digital Tickets can now be accessed online at mytix.porttix.com or via the PortTIX App.

Online:

From your smartphone, log into mytix.porttix.com with your PortTIX username and password.
Make sure to login with the email address associated with your purchase.
Once logged in, upcoming tickets will appear under “My Events.”
Tap on a performance to see your digital tickets.

Via PortTIX App:

Download the PortTIX App to have your tickets one click away at all times!
The first time you open the app, click on the Account icon in the top right corner to log into your PortTIX account and securely save your login information.
Choose “Digital Tickets” from the App menu or click on the View Digital Tickets option on the home screen.

Yes, an account is required to purchase and view your digital tickets. This allows us to guarantee the security and validity of your tickets and helps prevent unauthorized re-sale.

If you don’t know your password, you can use the “Forgot Password” option to reset your password, or choose to request an access code via email to log in.

First, make sure you’re using the email account associated with your purchase. Double check your email confirmation from your order to confirm the correct email address.

If you don’t know your password, you can use the “Forgot Password” option to reset your password, or choose to request an access code via email to log in.

If you need any other help with your login, please contact PortTIX at (207) 842-0800 or boxoffice@porttix.com.

No, an app is not required to access your tickets. You can use any internet browser on your smartphone and go to mytix.porttix.com to log in and view your tickets.

We do recommend the PortTIX App as the easiest way to access your digital tickets. With the app, your login information is securely stored, and your tickets are always only one click away. Plus, you can view your order history and account information, browse upcoming events, and purchase tickets all in one place!

PortTIX has switched to Digital Tickets to increase safety and security, as well as convenience for ticket buyers.

Safe & Secure: Your tickets are protected in your account, requiring access with your login and password. For added security, your QR code changes every 30 seconds, ensuring that your tickets are only accessible to you. These security measures mean we can confidently confirm the validity of every ticket.

These safety and security measures are particularly important to prevent ticket brokers and unauthorized third-party sellers from preying on our guests. With the refreshing QR code, tickets can no longer be screenshot and distributed through unauthorized channels by resellers. The only way to access Digital Tickets is through your secure PortTIX account.

Convenience: With Digital Tickets stored in your online account, you don’t need to worry about losing your tickets or keeping track of the correct Mobile Ticket email anymore. Digital Tickets are always one click away in your online account at mytix.porttix.com, or via the PortTIX App. Digital Tickets can be added to your Apple or Google Wallet at any time.

QR codes with the login link are also available at the venue – just scan with your phone’s camera and log in to view your Digital Tickets.

The PortTIX App is the easiest way to access your Digital Tickets at any time. Your login information is securely stored in the App so you only have to log in the first time you open the app! In addition, you can view your full order history and account details, browse upcoming events, and purchase tickets all in one place.

Using
Digital Tickets

Yes, you can add your tickets to your Apple or Google wallet at any time before your performance.

Choose the “Add to Wallet” button at the bottom of the ticket.
When the Wallet ticket preview pops up, click the “Add” button to confirm adding it to your wallet.
Make sure to add EACH ticket to your wallet individually.

Once the tickets are added to your wallet, you will see a message confirming that your ticket has been added to the Apple or Google Wallet. If you have any issues accessing the tickets through Apple or Google Wallet, you can choose to get the ticket back from the wallet and display it in your account again.

No. To deter fraudulent ticket sales, our Digital Tickets use a refreshing QR code which frequently changes. Printouts of digital tickets, screenshots, or tickets without a QR code will not be accepted.

If you will not have access to your digital tickets via smartphone upon arrival at the event, please contact PortTIX at (207) 842-0800 or boxoffice@porttix.com to request paper tickets.

Only tickets with Digital Ticket delivery method are available in your online account. If your order was set to be picked up at Will Call or delivered via Standard Mail, digital tickets will not appear. You can see all upcoming event titles, dates/times, and venues if you log into your account on porttix.com.

For PSO Subscription orders: during the subscription renewal period, your digital tickets will not display until the order is fully paid and seated by the box office if necessary.

We still offer paper tickets via mail or pick-up! When purchasing your tickets online, choose the “Change Delivery Method” option at checkout and select to have your tickets held at the Box Office for pick-up, or sent in the mail for $3.

If you’ve already placed an order with Digital Ticket delivery, and you will not have access to a smartphone upon arrival at the event, please contact PortTIX at (207) 842-0800 or boxoffice@porttix.com to request paper tickets.

Most Apple and Google Wallet tickets load successfully, but for some patrons, the QR code does not display. This can be caused by a variety of factors, including user or device settings, limited or slow internet connectivity, background updating processes, or other issues.

If your show starts within two hours and your Apple or Google Wallet ticket does not display a QR code: please login to mytix.porttix.com on your mobile phone or desktop, find the event and ticket, and click “Get ticket back.” You can then display the QR code through your online account on your phone for scanning and entrance.

Sharing
Digital Tickets

Anytime someone in your party arriving separately we recommend that you Share the ticket with your guest to facilitate easy entry to the venue. Someone running late? You can take your seat before they arrive!

If you’re buying as a gift you can use the Share option to send your tickets to the gift recipient. If you can no longer attend an event, you can use the Share option to pass your ticket along to friends or family.

Log in to mytix.porttix.com or view your tickets through the PortTIX App
Select the performance you will be attending.
Tap the Share button that appears directly above the tickets
Select which individual ticket or tickets you’d like to share.
Enter your guest’s full name and confirm your selection.
Share* the link via text or email.
If you are using a laptop or desktop computer, we recommend using the COPY INVITE option to copy your unique share link. Paste the link into a text or email and send it to your guest.
To Accept the Tickets, your guest must log in or create an account if they don’t already have one.

*You do not need to share your tickets with yourself; your tickets are accessible to you on any device. You must be logged in on your mobile device to display your tickets at the venue.

YES! They must log in to view and accept the tickets you’ve shared. If they already have a PortTIX account, they may use their existing log in. If they do not have an account, they will have the option to Register a new account to accept the tickets.

Digital tickets are only delivered through mytix.porttix.com – a secure website. Each user needs a login to access their tickets, including those that have been shared. This ensures that we can verify the validity of all digital tickets. Shared tickets are not valid until they are accepted.

Once you have shared a digital ticket, you will see one of two statuses on your Digital Ticket:

Ticket Shared with (Pending) Your Guest’s Name

This means your guest has not yet accepted the tickets.

You may want to remind them to check their email or text messages for the ticket invite link you sent to them.

If your guest is unable to find the link, you can select Share this invite again to resend the invite. If your guest is no longer able to attend, select Get this ticket back. Now you can share the ticket with someone else or use it yourself.

Ticket Accepted by Your Guest’s Name

Success! Your guest has claimed the ticket. They can access it anytime at mytix.porttix.com.

If your guest is no longer able to attend, you can select Get this ticket back. Now you can share the ticket with someone else or use it yourself.

Some performances allow tickets to be re-shared, while some may have restrictions on re-sharing. If you have accepted a shared ticket and can no longer attend, we ask that you first check with the purchaser if they would like the ticket back or if they are happy for you to re-share it. If the Share button is active above the Digital Ticket, then you are able to re-share using the standard sharing process!

Unfortunately, you cannot undo returning to sender or declining a ticket; you will need to ask the sender to share the invite with you again. To do so, they will need to login to their account again and click Share. PortTIX cannot share tickets on the original purchaser’s behalf without their authorization.

No, tickets that have been shared cannot be exchanged, donated, or returned by a ticket recipient. Please reach out to the original purchaser of the tickets to let them know you can’t attend so they can make other arrangements. Select Return this ticket to sender to return the Digital Ticket to the original purchaser, so it can be shared again, exchanged, or donated.

The original purchaser of the tickets can reclaim shared tickets at any time. They may have sent you the wrong ticket, or they may have needed to exchange that ticket or make some other change. Contact the sender to inquire about why they reclaimed the ticket and if they can share it with you again.

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 Digital Tickets, 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-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. Our new Digital Ticket platform provides security measures to help prevent unauthorized distribution of tickets, such as requiring login via your PortTIX Account and a dynamic barcode that cannot be printed or screenshot.

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 re-sellers, 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!

Re-sellers 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 legitimate 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

Accessing Digital Tickets

Using Digital Tickets

Sharing Digital Tickets