Answers to the most frequently asked questions about the Jacob Burns Film Center's online ticketing system appear below.
Our office hours are Monday through Friday from 9:30 am to 5:30 pm. If your question is not answered here, please email support@burnsfilmcenter.org or call us at 914.773.7663. We look forward to responding to your inquiry during office hours.
How do I register to purchase tickets online?
In order to purchase tickets online, you must be a registered user of the online
ticketing system. Registration is free and your registration information will
not be shared with any other organizations. Here's a link to the registration
form.
How do I update information in my ticketing account profile?
You can update your personal information in your ticketing account (email, password, credit card information, etc.) at any time. Please click on Buy Tickets, then Log In. Once you are logged in, you will see a link to My Account which will bring up your ticketing profile where you can make changes. If you need to change your credit card information, scroll halfway down to Payment Information and click on View or Edit Credit Card on File. Be sure to click Submit Changes when you’re finished. Your ticketing account is separate from your membership record. For any changes to your membership record, please contact our Membership Department at 914.773.7663, ext. 6, or membership@burnsfilmscenter.org.
How do I sign up for weekly e-bulletins?
On the registration
form, check the "yes" box next to the question, "Do you wish
to receive notices of upcoming events and changes to the calendar?" Please
note that you can edit your account to change this option whenever you like.
I've already registered but I can't remember my
username or password
Click on the link that says "I forgot my username or password" at
the bottom of the login
page. You'll be asked to submit your email address. If it matches the e-mail
address that you registered, the information will be immediately sent to that
email address. If you get an error message that says "No matching email in database,"
perhaps you registered with a different email address. Please try all possible alternate email addresses before re-registering.
I can't remember if I've already registered or
not
Click on the link that says "I forgot my password or username" at
the bottom of the login
page and fill in your e-mail address. If it matches an email address that
we already have on file, your username and password will be emailed to you immediately.
If, instead, you get an error message that says "No matching email in database,"
please follow the instructions above to register.
I'm entering my username and password correctly
but am getting an error message that says "Unregistered ID/Password Combination"
Passwords are case sensitive so you need to enter them using the same combination
of uppercase and/or lowercase letters that you used when you registered. If
you're unsure of your username or exact password, click on the link that says
"I forgot my username or password " at the bottom of the login
page and your username and password, exactly as they should appear when
you log in, will be emailed to you immediately. If your username and/or password are being autofilled by your computer but they are not being accepted as correct, please highlight and delete anything that appears automatically in the boxes and enter the correct information manually.
When I try to register to purchase tickets, I get a message that says my
e-mail address has already been used. You or someone in your household probably registered previously. Click on
the link that says "I forgot my username or password" at the bottom
of the login
page and your username and password, exactly as they should appear when
you log in, will be emailed to you immediately.
How do I buy tickets online?
In order to purchase tickets online, you must be a registered user of the online
ticketing system. If you haven't registered already, please follow the instructions
above. To purchase tickets online, click on "Buy Tickets." On the calendar, click on the date you wish
to purchase tickets for, then select the movie and showtime by clicking on the time below the film's description.
You'll see boxes to fill in for
the number and type of tickets you wish to purchase, i.e. member-priced, regular
adult-priced, child-priced, etc. The number of member-priced tickets
allowable (either one or two) is determined by your membership level. After you've
submitted that information, you'll be asked to confirm the order, then to fill
in your credit card information. Before you submit your order, please be sure
that all info is correct. You will not be able to use your "Back"
button to make corrections and you will not be able to cancel the order once
is it processed. Please be patient while your order is processing. When you see the "Continue" button appear, click on it. A screen will come up confirming your order and giving you an order
number. Print the confirmation page or jot down the Order Number. You'll need
the info when you redeem your tickets at the theater.
How do I buy tickets online for another member besides myself? Or for two Senior members? You can order member-priced tickets for multiple members without logging
out of your account. After completing your own purchase, without using the
back button, click on "Buy Tickets" at the top of the page. You
will return to the ticketing calendar where you may select the same film and
add another member-priced ticket to your cart. You will see a note in red indicating
that you have already purchased a ticket for the event. That note is only for
your info and won't prevent you from purchasing another ticket. When you "check
out," replace the auto-filled membership number associated with your account
with the other membership number you wish to use for your additional purchase.
This will not replace the membership number usually associated with your account.
Please be aware that you will be asked to show each membership card at
the box office in order to redeem the tickets.
What do I do if I get a "Failed Authorization"
error message after submitting my order?
When your credit card authorization has been completed, you will see a screen
with a confirmation of your order. If, instead, you get a message that says
"Failed Authorization," it might be because of an error in the information
you submitted or because of line problems. DO NOT use your "Back"
button and resubmit the order. Instead, check to be sure the order didn't already
go through by clicking on "View Past Purchases" to see a list of all your
web ticket orders. If you don't see your current order there, log out of your
current session, wait a few minutes, then log back into the ticketing system
and resubmit the order.
How do I redeem my online tickets at the theater?
Tickets purchased online must be redeemed at the box office for printed theater
tickets before you enter the theater. This can be done at any time during box
office hours. To redeem tickets purchased online, you must present any one of
the following at the box office:
• a printout of the confirmation page that shows your order number, OR
• your order number, OR
• the credit card you used for the purchase.
Members must present their membership card at the box office in order
to redeem member-priced tickets. If you do not have your membership card, you
will be asked to pay the difference between the member price and the regular
admission price.
Students must present a valid student ID in order to redeem student-priced
tickets. If you do not have your ID, you will be asked to pay the difference
between the member price and the regular admission price.
I'm not sure what my membership number is. Can
I still buy member-priced tickets online?
Member-priced tickets can only be purchased when a valid membership number is
given at the time of the order. If you already entered your membership number
when you registered, that number will "auto-fill" in the space for
you. If you didn't, you can enter the membership number at the time of purchase,
then order one or two member-priced tickets online, depending on your membership
level. Your membership number appears on your card beneath your name. It is
NOT the barcode number. Please note that you will be required to show your membership
card at the box office when you arrive at the theater in order to redeem member-priced
tickets. If you do not have your membership card when you come to the theater,
you will be asked to pay the difference between the member price and the regular
admission price.
What do I do if I've lost my membership card?
If you've misplaced your membership card, please call our membership department
during office hours at 914.773.7663. There is a $5 fee for a replacement card.
When is the box office open?
The box office opens at 1:00 pm on weekdays and 11:00 am on weekends and
closes fifteen minutes after the start of the last scheduled showtime. Please see the Film Calendar for scheduled showtimes.
How early should I plan to arrive at the theater?
Whether you are purchasing tickets or redeeming tickets that you purchased online,
please plan to arrive at the theater at least 15 minutes prior to the scheduled
showtime. Seats are not reserved so, if you want to have your choice of seats,
please plan to arrive even earlier.