Frequently Asked Questions


Q: How long does it take from the time of purchase to the time I get my tickets?

A: From the moment that you enter your credit card details and the tickets are processed and charged, then your tickets are released. This can take as little as 10 minutes. This is dependent on the speed of your internet connection as well as the time it takes Nedbank (iVeri) to contact your bank etc. If you have not received your tickets via email within 30 minutes of payment please contact us via vipticketing@joburgtheatre.com and we will look into it for you.

If you prefer to book tickets telephonically then call 0861 670 670. The box office is open Mon – Fri 9am – 5pm / Sat 9am – 2pm / and 3 hours before the start of every production (including Public Holidays).

Q: Are tickets sent to my postal address?

A: No, tickets are never posted to customers. Tickets are available as print-as-home tickets. Alternatively the tickets can be collected from the Joburg Theatre Box Office on the day of the performance. Please select the option to either “collect at the box office” or “print-at-home” when booking the tickets

Q: Do you accept any other form of payment such as cheques or EFT Bank transfers?

A: We accept all major credit cards, debit cards and EFTs as a form of payment on the website. EFT payments will only be available up to 48 hours prior to the performance. Cash, debit cards and credit cards are accepted at the Joburg Theatre Box Office.

Q: What is iVeri?

A: iVeri is a trusted and secure Nedbank payment gateway that handles all of our credit card payments. iVeri allows transactions to be carried out between the theatre and the bank. We do not store any credit card information on our site for security reasons.

Q: Why is my credit card not working when there are funds available on it?

A: There are 2 main reasons for most of the payments failing. The first being that your card is not authorised to be used online. You will need to contact your bank and make sure that your card is open to buy on the internet. The second main reason is that you have not setup 3D secure. You can do this when you are checking out or you can phone your bank and they can assist you with setting this up. This is a requirement when purchasing from our website. If both of these are done and you still cannot get the transaction to work please contact the Ticketing Department on 011 877 6853 / 6917 or vipticketing@joburgtheatre.com.

Q: What is 3D Secure?

A: 3D Secure is a security feature that we have on our site to combat credit card fraud. It is an additional layer of protection for online credit and debit card transactions. This is in place to make sure that it is you using your card and not anyone else. 3D Secure is an authorisation pin sent from the cardholder’s bank to the cardholder, verifying authenticity for the card holder’s transaction. 3D Secure is a separate pin from your credit card PIN.

Q: Can you accept credit card payments from overseas customers?

A: We can accept payments from all major credit cards issued anywhere in the world. (MasterCard, Visa, American Express, Diners Club).

Q: I am worried about credit card fraud, what can you do to protect me?

A: Our web payment services are designed to facilitate 3D Secure processing. 3D Secure is an online credit card security system provided by MasterCard and Visa and supported by many banks world wide. If a card has been registered for 3D Secure, the card holder will be prompted to enter a PIN number as identification before the transaction can be processed.

Q: Why can I not carry on with an existing order if I do not complete it first time?

A: Unfortunately because we do not store credit card details we are unable to process payment at a later date. The user must complete the order in one sitting without navigating away from the website. If you navigate away and/or timeout during this process you will need to begin over again on a new order.

Q: I cannot login to the system. It says my password is incorrect?

A: Please make sure your caps lock is off on your keyboard as the password is case sensitive, meaning it recognises capital letters and small letters. If this does not solve the problem then please contact the Ticketing Department on 011 877 6853 / 6917 or vipticketing@joburgtheatre.com to report this error.

Q: I tried to reset my password but I never received the email?

A: Please check your email spam folder or junk mail folder as these emails are sometimes mistaken for spam. If this does not solve the problem then please contact the Ticketing Department on 011 877 6853 / 6917 or vipticketing@joburgtheatre.com to report this error.

Q: How do I book tickets through Pick N Pay?

A: You have 2 options to book tickets through Pick N Pay

Q: Does the theatre have free WiFi?

A: Yes! Joburg Theatre now offers limited complimentary WiFi in the public areas of the building only. Connect to Joburg_FreeWiFi for 300MB per person, per day. Fair usage policy applies and connectivity may be slow during peak periods. If you want more WiFi than your free allocation, you can buy more WiFi data directly from AlwaysOn: https://www.alwayson.co.za/#wifi-buy