Theatre Manager: Responding to COVID 19

COVID 19 is worldwide problem that has resulted in some strong recommendations from government for people to be careful in, and/or avoid large gatherings. In a number of jurisdictions, this has meant cancelling events, postponing, offering refunds and some possible insurance implications. It is also causing some organizations to permit work-at-home

COVID-19 has affected the arts, entertainment and sports industry, probably more than most. We offer some thoughts how you can address it in Theatre Manager.

 

Before you do any refunding, please make sure to set up gift certificates and donation campaigns to track refunds appropriately if you are not giving money back.

Do not leave the order on account.

VERY IMPORTANT: BEFORE REFUNDING PAYMENTS TO CREDIT CARDS...

Please read the rules regarding refunds to credit cards, which are managed by your credit card provider. Theatre Manager does its best to determine which refund rule applies, based on how the card was authorized. If you cannot get refunds working, your merchant provider is the key to unlocking the door.

IF YOU RECEIVE A MESSAGE THAT THERE ARE NO PRIOR PAYMENTS...

if you receive a message from Theatre Manager there are NO PRIOR PAYMENTS when doing a refund, the root cause is because merchant providers have been forcing venues to use linked refunds, meaning they imposed a typical time limit of having to refund within 120 days of purchase.

In these times of crisis, each venue seems to have a different time limit and you can set it in Theatre Manager's Merchant Setup. It may work if you increase the time frame. If not, you may need to talk to the bank to have them raise the timeframe on their end as well.

Working From Home

For those working from home and requiring access to Theatre Manager, you can put tools in place to provide access from outside the office. Working from home via remote access is different based on where the database is hosted in your organization.

Hosting Options:

  • Self-Hosted: your database and web services are on your own internal servers. You need to supply you own remote access tools.
  • Artsman Cloud Hosted: your database is hosted by Artsman. Much simpler remote access, since all people in your company are, in effect, using remote access, no matter where they are located.

Working from home: Venues hosting their own databases

If you are self-hosting your database, where the database serve is located in your office, we recommend using a VPN for secure access and an application such a Remote Desktop, LogMeIn, Go To My PC or TeamViewer. Applications such as these will allow you to access a computer within the office and work from that computers desktop. If you choose to implement a Terminal Server staff can work off the same machine using their own remote session.

Various ways of accessing the database remotely are outlined in Remote Access to Theatre Manager and refers to some considerations to maintain PCI compliance.

Comprehensive Links are provided in the page above, as well as some key technologies below for convenience.

 

Common remote access mechanisms

While there are many vendors of remote access software, the ones that we see used most often are:

  • Using a VPN and local copy of TM for full and secure network access - best used when internet connections are fast
  • Using Microsoft Remote Access (RDP) and Terminal Server for full managed access to TM - best used when internet is marginal/poor or you need to control internal network access
  • Using a remote access tool like TeamViewer, LogMeIn, or similar to simply access your own machine from a remote location. Best when no remote ticket printing is required.

Working from home: Venues using Artsman Cloud

Artsman clients currently using our Cloud Hosting service can connect to their database simply by installing Theatre Manager on their work station, selecting Cloud Hosting and entering their unique key and password. The link for installing Theatre Manager is the same as those provided in the initial email for connecting to Cloud Hosting.

The following three steps indicate how to install on your home computer:

  1. Download and run the latest 64 bit version of Theatre Manager for:
  2. Connect to Artsman Cloud Hosting:
    • follow the steps in the online help page
    • use your company cloud credentials -and-
    • log in using your standard Theatre Manager Employee password when you see the password screen
  3. (Optional) Install any recommended Windows or OSX updates available to your home machine so that you have the latest security patches and virus software definitions. However, stay with your current version. eg:
    • if you are using High Sierra on macOS, just update to latest High Sierra patch.
    • If you are at Mojave, update to latest Mojave patch.
    • Do not update to a more recent OS version like Mojave or Catalina or Windows 7.1 to Windows 8.1 or Windows 8.1 to Windows 10 at this time.
    • This helps ensure that your personal applications still work.
Throughout this period, we will ensure that your cloud services continue with same high level of service and provide support to you during our office hours while you work from home.

Create Social Distance Maps

When the time comes to open up venues as the threat fo COVID19 diminishes, we suspect that there will be some sort of social distancing management effort required for reserved seating events for:
  • Ticket sales. There are two ways to do this in theatre manager:
    • Using automatic holds - where if a patron buys at the boxoffice or online, a 'cocoon' of seats will be placed around the purchase automatically. Next best seats will show that cocoon moving with the patron's seat choice'.

      This method automatically adjusts the holds depending on what the patron buys - and is the recommended approach - but it requires a bit more venue setup to make it automatic.

    • Social Distancing Seating ExampleUsing manual holds - where you pre-specify the holds in the venue and all other seats are held manually.

      This also requires setup, and does not guarantee that people will have a safety barrier if the box office releases some seats inadvertently. It can be set up more quickly - and might be used as a stop gap until you build an automatic social distance map.

  • On the night of the performance, entering into the venue in a managed way by calling people in by Zone Number that you set up in the pricing map
You can use the zone number entry process for reserved seating whether you are using social distancing sales process or not.

Social Distance Maps using Automatic Holds

Automatic holds has been a feature of Theatre Manager for quite a while - primarily for use for dinner theatres and ADA seating. You may even be using this feature on some of your maps.

In the context of social distance sales and COVID19, you can create an empty seat barrier around each seat. If you do:

  • when seats are bought online and/or sold at the box office or over the phone,
  • theatre manager will put a social distance ring of held seats around the seats that were sold.

 

Implementing Automatic Social Distance Sales

The following is a recommended process for doing social distance seating:

  1. Select and edit a venue you want to implement social distancing for
  2. Select the pricing map that you currently use and right-Click to duplicate it
  3. After duplicating the pricing map:
    • edit the pricing map and:
      • Change the internal name of the map to indicate it is for social distancing. eg you might change it from

        My Main Venue to something indicator to the patrons like My Main Venue with automatic social distance

      • Alter any price codes if you want to offer fewer
    • Click on the Graphic Map tab and
      • Click on the Social button - make all the social distance seat holds as per the instructions in the link
      • Click on the Entry button - and select seats to assign a zone to (as per the instructions in the link)
  4. Edit your ticket face and add the zone number to the ticket face in some prominent way
  5. Find the events in the future and change the pricing map to the new one you just edited
  6. Add some performance notes similar per the image below to give the patrons some assurance, or customize your ticket event list to indicate that the performance is sold with social distance in mind.

 

What does the Social Distance Map look like online?

There are two icons, one for each of

  • sold seats (or manual holds by box office) - the person in the seat
  • social distance hold seats - a 'do not use' icon representing the socially held seats which will be shown as a 'q' in the box office.
Both of these icons can be changed from the default by editing a web page.

 

Social Distancing Maps using Manual Holds

Social Distancing is the conscious effort to reduce close contact between people whether at home, work or in public as an effort to slow or stop the spread of highly contagious diseases. An example is Officials recommend Social Distancing as a means to help slow or prevent the spread of COVID-19. If you are implementing Social Distancing at your venue it may mean working from home and/or creating more space between patrons during a performance.

 

This technique can be used to reduce venue size down to government mandated levels by adding enough mandatory holds.

We recommend the automated social distancing approach as it handles spacing automatically - but it may not be for every venue.

You might start out with a pattern of seats that create distance .. and as the performance fills in, you can re-adjust the holds based on purchased seats

 

Distance between Seats

Some clients may be continuing with events and implementing Social Distancing within the Theatre. One approach to this process is holding seats within the venue to not only limit the number of patrons who can attend but also offer more space between seats for those attending. Local officials will determine the recommended distance between patrons and seats.

 

Social Distancing Seating Example

 

Distance between patrons in a performance can be created by holding seats. Depending on where you are in the process the options below outline how to create holds:

 

Changing Maps

An organization may decide to create a Social Distancing map. This map would contain held seats to meet the regulations outlined by officials for group gatherings. Upcoming events can be altered to use this map. When capacity regulations are lifted the map can be updates once more to return to the original configuration or holds can be released within the performances themselves. The process for implementing a Social Distancing map would be:

  1. duplicate the existing map
  2. hold seats on the map
  3. change the map on an existing event
  4. update the holds for the performance to use the default holds for the new map

Some organizations may choose to move from Reserved Seating to General Admission / Festival Seating to allow patrons the option to create distance between themselves and others attending a performance. Click the Changing a Performance from Reserved to General Admission Seating link for details steps.

 

Updating Web Pages

By default Theatre Manager displays unavailable seats on the map using a Font Awesome icon that appears in the shape of a person. This icon is used for both sold and held seats. The default icon works well under traditional circumstances where we are holding seats to manage how the house fills, to block off sections or to be booked at a later date using complimentary tickets. However, when implementing social distancing the icon may create the illusion of sitting next to another person when in fact the seats will remain empty. For this reason we recommend editing the web pages and changing the icon for seats that are currently unavailable.

 

Sold Seats Displayed displayed as Person

 

The web pages to edit may not currently be customized for your organization. If this is the case you'll need to download the most recent default pages and copy the pages into the WebPagesEN/tmMaps folder on your Primary Web Listener computer. Once the pages are in place you can then make changes to the content. The pages and edits are outlined below:

  1. tmChangePerformanceMap.html
    • Change unavailable_text=&#xf007 - on Line 3
    • Change unavailable_text=&#xf007 - on Line 4
  2. tmPickYourSeatMapDisplay.html
    • Change unavailable_text=&#xf007 - on Line 42
    • Change fa-user - on Line 56

The icon currently displayed on the page can be updated to any of the available options on the Font Awesome website. In this example the default icon is replaced with an asterisk. The values for an asterisk are &#xf069 and fa-asterisk. Once replaced, Clear Web Cache in one of two ways:

  • Clear Web Cache button in System Preferences on the Director tab -or-
  • go to each of the web listeners, start the Director and clear the cache on the 'status' page

 

Sold Seats Displayed with an Asterisk

 

 

If your organization has implemented steps for Social Distancing not listed above we would love to hear about them. Please contact the support team and let us know what you are doing to help limit risk.

 

Events that are Cancelled

Many clients have temporarily halted performances in their venues in an effort to protect the public.

An outline containing recommendations for managing event cancellations can be found in the help page Cancelling an Event. These recommendations include generating Revenue and House reports prior to refunding tickets and creating a Mail List of those patrons who have purchased for future reference.

You can refund tickets and create an offsetting payment, donation or add a gift certificate/pass in three ways:

When cancelling an event there are many options for dealing with currently purchased tickets.

Before you do any refunding, please make sure to set up gift certificates and donation campaigns to track refunds appropriately if you are not giving money back.

Do not leave the order on account.

VERY IMPORTANT: BEFORE REFUNDING PAYMENTS TO CREDIT CARDS...

Important: Please read the rules regarding refunds to credit cards, which are managed by your credit card provider. Theatre Manager does its best to determine which refund rule applies, based on how the card was authorized. If you cannot get refunds working, your merchant provider is the key to unlocking the door.

 

Refunding to an individual patron

When a patron calls in, you have several options for refunding tickets based on their needs. These include:

 

Refunding an entire performance

VERY IMPORTANT: Before refunding to gift certificates or donations, we suggest making a new and explicit gift certificate or donation campaign to track the refunds.

If you intend to cancel an entire entire event, you can:

  • refund all tickets to a performance at one time with (or without) creating payments (See video above) . You can select some people and refund to them (on the group basis) using one of the following methods:
    • credit cards, or
    • donations, or
    • gift certificates

      -or-

  • Select a range of orders, patrons or ticket types from the attendance tab where you can:
    • work through the list of attendees from top to bottom
    • use the context menu to refund only those tickets manually.
    • This allows you to mark any future tickets in the order and also refund them if that might be important.
    • And you can decide on the refund payment method on a per-order basis (checks, cards, eft, to a donation, or to a gift certificate, etc)

Remember to generate all Reports or Mail Lists about those patrons who have purchased prior to following these steps should you wish to contact them in the future.

 

Refunding across performances and events

You can search for and create a custom list of tickets in the Batch Functions->Unprint or Refund batch of tickets. This option let you:

  • select tickets that cross events, performances, patron, etc.
  • refund the tickets en-masse like the refund process in the attendance tab of events and dates

Events that are Postponed

If performances are to postponed to a future date, it is quite easy in Theatre Manager - simple change the date to the future and you are done.

If you don't know the future date of the postponed event, we suggest simply changing the name of the event and add '(postpoend)' to the title.

If you are doing deferred revenue accounting:

  • you must also change the date to be well in the future -and-
  • If the performance was rolled over to earned revenue before you changed the date, you will also need to Clear the Final Posting Date on the performance and create a GL entry to put the revenue back to deferred.

You will need to:

  • Find the event and view the list of performances
  • Edit the performance and simply change the date to a future date. Any tickets for that date are now for the future date and revenues will continue to be deferred until the performance date.

 

Notifying customers of the changes

Once you have changed the performance dates for the desired events to the future, you should do an email blast to all patrons for those performances listing when their new performance is. You might wish to:

  • Send letters and e-mails to patrons notify them of their new event dates and seat locations
    • base your form letter on the Ticket data per performance
    • create a table within the letter with performance dates, times, event names and seat locations
    • indicate in the letter that upcoming performances and tickets are listed within the table
    • use the list of events you changed as criteria
    • merge the letters and emails, Consolidate Tickets per Patron
  • Alternatively, ask patrons to find and print tickets online:
    • base your form letter on the Ticket data per performance
    • Suggest that people login to the web site to review their upcoming performances, see revised dates and to reprint any tickets as required (the example web page below is what a patron would see under their account)
    • use the list of events you changed as criteria
    • When merging, change the duplicates setting to one letter/email per patron so that each patron gets one email
We suggest adding the following link to your email or mail correspondence so that patrons can go online and see their future performances and tickets. The link will show the web page below (after the patron signs in)

https://[tickets.yourvenue.org]/TheatreManager/1/online?futuretickets

 

Example of future tickets web page on web site

The example below shows that the future tickets web page looks like when a customer logs in online. They can see their events with the new dates, along with the ability to print tickets at home. If you change many tickets for many events, this might be the best thing to direct customers to, so that they can print their own.

Events you want to stream online

Most events are live and in person, but in some cases you may want to have live content on your website while the performance is occurring. For these types of performances, use Live content

 

Refer to the section on live streaming using content delivery services where the event is setup and sold in Theatre Manager, and the customer is delivered the content automatically.

Partial Refunds of Tuition to Courses

Please refer to the section on course management called Refunding a Partial Amount for a Course for details.

Effectively, you:

  • Do a one time setup of a negative order fee and associated employee permissions if the tuition refund is variable.
  • Add a negative fee in the amount you want to refund to the order
  • Give the patron their partial refund by adding a payment to the order that refunds the amount of the tuition rebate.

    Adding donation quicklinks to emails, TM pages, and any other web pages

    Please refer to the section donation quicklinks to find out how to create a single link that quickly adds a donation to a shopping cart.

    Using quick-links enables you to do things like:

    • send the patron directly to Theatre Manager commerce web pages, including confirmation emails
    • Send a link to purchase via a form letter
    • Add a URL to any external web site such as you marketing web site, facebook or other industry related sites

      Where did money get refunded to?

      We have been frequently asked how to track WHERE money for refunded tickets is going. Is it going to:
      • a gift certificate
      • a donation
      • being left on account, or
      • actually refunded to the patron?

      It is a very good question. There is no one report that can tell you all this, primarily because of the fundamental nature of how accrual accounting works. But if you refund to donations or gift certificates, there is a way get reports for this

      Before you do any refunding, please make sure to set up gift certificates and donation campaigns to track refunds appropriately if you are not giving money back.

      Do not leave the order on account.

      Theatre Manager uses accrual accounting. In simplistic terms, it means a payment only pays down the balance of an order - you cannot tell how a particular ticket was paid for. Please read a detailed explanation

      When trying to report on refunds, a similar dilemma occurs. If you refund some tickets in an order that contains donations, passes, or other items, you cannot tell exactly what the refund was for, since it only decreases the balance payable on the order to the patron.

      The following sections describe:

      If you did not create a custom donation campaign or pass/gc to return tickets to, or you used one of the other ticket return campaigns or passes, you can change existing orders/refunds if that helps

      What happens to accounting during a ticket refund?

      In very simplistic terms, when you refund a ticket (or donation, pass, etc), two things happen:
      • Refunding one or more tickets causes:
        • you to owe the patron something in return -and-
        • until you SELL them something, the order will have a balance owing. This shows up throughout order and patron lists in Theatre Manager in blue.
      • To address the order balance payable to the patron, you need to one of the following to convert the payable owed the patron:
        • convert the order balance payable to a donation, - or -
        • convert the balance payable to a gift certificates -or-
        • give the patron money (cash or refund to credit card)

      Before you do any refunding, please make sure to set up gift certificates and donation campaigns to track refunds appropriately if you are not giving money back.

      Do not leave the order on account.

      You can tell how much you refunded to an event using the Transaction history by event report (see also the youtube video explanation).

      However, this report only tells you how much you refunded, and not what you refunded money to.

      You can refer to reports that show where money went if you've refunded tickets to passes, gift certificates and/or donations.

      How should we best track what we refunded money to?

      If you require to have more understanding to WHO OR WHAT you refunded money to, you need to be explicit in what you use to 'pay the customer back'. If you simply refund the tickets and give the patron nothing in return (i.e. you leave an order balance payable to the customer), you will have a hard time tracking what you turned the money into.

      VERY IMPORTANT: At a minimum, we suggest refunding the money to gift certificate or a donation that you give a very specific name to - which can then be tracked.

      The mass refund of tickets option supports return to gift certificate or donation.

      Do not leave the order on account.

      EQUALLY IMPORTANT: If you want to track refunds by event, make a separate donation of gift certificate for each event that you are refunding and take care to refund only tickets to the appropriate campaign or gift certificate.

      By way of short example:

      If you create one or both of these below, then refund tickets and buy:

      • a gift certificate called COVID certificate, you can track refunds to passes by counting the passes.
      • donation campaign called COVID donation campaign, you can track refunds to donations by looking at this campaign

      What reports can I use to see where money went?

      If you refunded all tickets to donations or gift certificates, you can get an accurate sense of what you exchanged things to using a report from one of three report categories:
      • Transaction Reports that show the sales/refunds and specifically what was done and to whom by date/time. Transactions are summarized into:
        • the Daily Sales Summary when they are created -and-
        • the G/L reports during end of day processing.

          Note:when end of day is done reports in the three categories match - until a subsequent transaction occurs.

      • Daily Sales Summary report for ticket refunds/exchanges and also sales of passes and donations in a date range
      • GL Summary reports for a range of dates or the end of day GL reports or exports
      Any difference between ticket refunds and purchases of gift certificates/donations means that the patron received their refund by cash/card/or check.

       

      Finding where your money is

      How much ticket money was refunded? If you want to simply find the total value of tickets refunded and who you refunded them to refer to the transaction history report

      If you want to see how much you refunded on a daily basis or by event, use

      • Daily Sales Summary report category - selected by event. These are based on the same transactions above and if your criteria is the same, they will match. One that might particularly help is the Sales/Exchanges/Refunds report which shows sales per day (likely none), the exchanges (likely none) and the refunds, as well as the net change in sales to the event.

        Note: Daily sales summaries show the general activity in the system and break it down by date of transaction into categories for ticket sales (or refunds), donation sales (or refunds) and Gift Certificate sales (or refunds). It should give you a view of where the money went (except those refunds returned in cash to the customer - see last item in this table)

      • Your end of day Journal Entries - You can look at either GL Summaries (which will show the decrease in ticket revenue for an event) or at the GL Detail (since there is a line for refunds to each event).
      How much was returned to gift certificates? On the Gift Certificate patron tab you can see an accurate list of the patrons that have been given the gift certificate for their ticket return.

      You can use this data to:

      • obtain the amount refunded - since it is simply the total sales value for the certificate for every patron in the list
      • emailing patrons - since you can use the gift certificate data file in conjunction with the gift certificate name to tell patrons that they have one and how to use it - especially if you allow the certificate to be redeemed online
      • building mail lists -and -
      • seeing if patrons are using their gift certificates.
      What about some sample reports if I don't see the information on the screen?
      • You can have summary or detailed reports about pass/gift certificate usage - there are a number under this category
      • if you created a new liability GL account for your COVID gift certificate, you can look at that to see how much is currently waiting to be redeemed or you can use the Journal Entry Detail by Account to see the change to the Covid account and see when things went in or out of that account
      How much was returned to donations? In the donation campaign donation tab, you can see a list of all donors whose tickets were returned for donations.

      You can use this data to:

      • obtain the amount refunded to donations - since it is simply the total donation value for every patron in the list
      • emailing patrons - since you can use the donation data file in conjunction with the campaign name to tell patrons that they have one.
      • building mail lists -and -
      • you can thank patrons and batch print receipts or use in thank you form letters if you wish.
      What about some sample reports if I don't see the information on the screen?
      • You can have summary or detailed reports about donations - there are a number under this category. Some that might be especially interesting might be the donation audit trail reports to see when things happened and if patrons have been thanked with a receipt.
      • if you created a new liability GL account for your COVID donation ticket return campaign, you can look at that to see how much is currently donated Journal Entry Detail by Account to see the change to that account.
      How much was returned to cash or credit card? Very simply, the difference of the

      Total Ticket Refunds - Total Donations to COVID campaign - Total purchases of COVID Gift Certificates = Total Refunds to Cash and Credit Card.

      Ultimately accounting reports in your accounting system should tell you the net difference because the data comes changes to your accounts. These can be backed up with the GL reports, the daily sales summaries and the other reports mentioned above.

      Finding the total value of tickets refunded

      There are a number of ways to find out how much you have refunded to an event. One of the easiest report categories uses the ticket transaction category because it allows you to show details and totals to certain kinds of transactions that happened between a date range.

      Some key ones are:

      • Transaction History By Event - as explained by the youtube video in this page (click to see in youtube) This one is quite relevant since it shows all the refund transactions with the detail who you refunded to
      • If you are only interested in totals for some events, some of the other transaction based reports might be better suited. Be sure to provide appropriate criteria for the report such as:
        • The date range after after which you want to consider transactions - eg all transactions after a certain date
        • Only look at the ticket refund transactions
      Please read the steps of cancelling an event for more information
      If you have refunded some of the tickets to a donation or a gift certificate and want to find out the amount returned to the patron, then:
      • Find the total refunds as per the transaction reports
      • Find the total exchanged to a specific donation campaign (for ticket returns in that same date range). You could also use a transaction report for that, but specify new donations to the campaign of choice.
      • Find the total exchanged to a specific gift certificate type (for ticket returns in that same date range). You could also use a transaction report for that, but specify new passes/gift certificates you used.
      The total cash returned to patrons is:

      Total tickets returned - total donations purchased (for ticket return) - total gift certificates purchased (for ticket return>

      You can get all this from transaction reports.

      What if I didn't use Passes or Donations to track Refunds

      Before you do any refunding, please make sure to set up gift certificates and donation campaigns to track refunds appropriately if you are not giving money back.

      Do not leave the order on account.

      HOWEVER: if you did not:
      • create a custom return Donation Campaign -or-
      • create a custom return Gift Certificates/Pass -or-
      • create a custom G/L account to use with the custom return campaign/pass -or-
      • leave all your refunds on account
      You can Correct the Data so that you can use some of the key reports to help your analysis using one or more of the methods below.

       

      I just refunded tickets and left the orders on account

      If you just left your orders on account when doing tickets refunds, you will have a lot of orders or patrons that show:

      If you know these to be from refunds to tickets because the age of the receivables is relatively new, on the Receivables Window you can:
      • Double click on the order that is blue (showing you owe the patron money)
      • If you are sure this is from a ticket return and there are no other orders with this patron's name on it, refer to refunding to an individual patron and add one of following to take up the balance:
      Safest is to return the money to a gift certificate or pass, since that can be used for tickets and/or refunded to cash/card later. Passes or Gift Certificates can also be set to redeem online, so patrons can buy tickets from you once you are able to open again and use their pass without contacting you.

       

      I didn't use a specific pass and I should have

      If you didn't make a new gift certificate or pass to track ticket refunds for COVID, then:

      • make the appropriate pass/gift certificate to suit your needs.
      • find the patrons you used the incorrect or hard to track pass for:
        • Edit the pass
        • Change to your new, easier to track Pass/Gift Certificate Type (make sure its the same redemption type as the old one)

       

      I didn't use a specific donation campaign and I should have

      If you didn't make a new donation campaign to track ticket refunds for COVID, then:

      • make the donation campaign to suit your needs.
      • find the patrons you used the incorrect or hard to track campaign for:
        • Edit the donation
        • Change the campaign to your new, easier to track donation campaign.

      Extend the expiry date of season passes

      If you need to extending the expiry date of selected Subscription Passes or Gift Certificates that are already in the hands of the patrons because the season is cancelled and you want them to use the pass next year, it is easy to do so.

      You will need to:

      • Do it one pass type at a time - so you can do subscription passes, then corporate passes, then gift certificates, etc
      • and within each pass type, look for the unexpired ones in the pass/GC setup window - patron tab and select them
      • There is an Extend button on that window (and explained in the above link) that lets you set a new expiry date on the pass or gift certificate

      Note: any attempt to try to extend a pass or gift certificate that never expires will be ignored UNLESS you:

      • choose the option to specifically set an expiry date -and-
      • tell Theatre Manager you mean to set the expiry date on 'never-expire' passes/GCs