Frequently Asked Questions
Answers to frequently asked questions we receive:
BUYER BEWARE/SECONDARY PARTY SELLERS
Just a reminder that Hennepin Theatre Trust urges you to buy only from authorized ticket vendors for shows at our theatres. This not only ensures the best prices but also the best customer service.
Ticketmaster is the only authorized ticketing agent – in addition to our theatre box offices. If you buy from a second party vendor, we cannot guarantee the validity of the ticket and you risk being denied admission, refunds and/or exchanges if it is found to be fraudulent.
Ticketmaster offers authentic fan-to-fan reselling of tickets online through TicketExchange – which will issue a unique barcode linked to Ticketmaster’s ticketing system.
If you’d like to avoid the convenience fees, please buy in person at the State Theatre box office Monday through Friday 10am to 5pm and Saturday Noon to 3pm.
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If you have questions about your subscription or purchasing a subscription, see our Subscriber FAQs.
Donors with questions should refer to our Donor FAQs.
Donors with questions should refer to our HAMILTON FAQs.
For information on theatre accessibility, including accessible seating, services for hearing and vision impaired patrons, accessible parking, and restrooms, please click here.
Except for service dogs or special pet-friendly events, animals are not allowed in the theatre.
BAGS, PURSES, BACKPACKS, ETC.
Backpacks and large bags (over 14” x 15”), are prohibited from entering the theatre. Small purses and bags that can fit in the limited space under the seat or comfortably in someone’s lap are fine. All bags will be searched. Please review our list of Prohibited Items.
The use of professional photography equipment is strictly prohibited. Small cameras and camera phones are sometimes permitted at the show’s discretion, often determined the day of the show. Look for signage in the lobby for specific camera policies upon arrival.
For one night events, please check the event description for postponements or cancellations.
CELLULAR PHONES AND PAGERS
The ringing of cellular phones or pagers can be highly disruptive during a performance. These devices should be turned off or turned to vibrate mode while at the theatre. If necessary, a cellular phone or pager can be monitored by the Event Manager.
CHILDREN SEATING POLICY
Unless otherwise noted, children under five, including babies in arms, are not allowed in the theatre. Certain family events may make exceptions to this policy; please visit the event page for the show you are interested in for information on show-specific age policies. Read “Old Enough for Broadway?” for assistance in selecting age-appropriate shows.
Everyone entering the theatre must have a ticket, regardless of age, and children must be seated with an adult. Any person disrupting a performance or inhibiting the enjoyment of an event for guests may be removed from the theater without refund.
THE DOWNTOWN IMPROVEMENT DISTRICT (DID)
The Minneapolis Downtown Improvement District is making downtown a thriving and competitive environment for recruiting and retaining businesses, employees, residents and visitors by delivering clean, safe, green and better services that raise the standard of care and behavior in downtown. Learn more.
Hennepin Theatre Trust Donors experience special benefits and have access to exclusive events while also supporting the Trust’s education and community engagement programming, and the preservation of the State, Orpheum and Pantages Theatres. Learn more about becoming a Donor.
While our theatres have no specific dress code, we find that many of our patrons like to dress up to celebrate attending a special event.
Hennepin Theatre Trust’s education department strives to engage audiences of all ages through a variety of educational and outreach programs. Learn more.
The telephone number for emergency messages is 612.339.7007, ext 450 for the State, Orpheum and Pantages Theatres. Emergency messages are delivered immediately during performances when seat locations are known. Persons expecting emergency messages are asked to leave their seat locations in advance with the calling party and with the Box Office upon arrival.
Tickets may be exchanged to another performance of the same show in person at the box office at least 24 hours prior to the currently scheduled performance. Exchanges are subject to availability and are assessed a $5.00 per ticket exchange fee. If the patron exchanges into a more expensive performance, they must pay the difference in ticket price. There is no refund for exchanging into a less expensive performance. There are NO exchanges on Group Sales, Comp tickets, or tickets purchased through a third party.
First aid supplies are available at all theatres. Ask any usher for assistance. There is a security officer trained in CPR and First Aid on duty at every performance from the time the lobbies open until all guests have exited.
FOOD AND BEVERAGES
A variety of beverages including wine, beer and soft drinks and light snacks are available for purchase in the theatre. No outside food or beverages are allowed in the theatre (unless required because of a disability or medical requirement).
Bringing your group to the Hennepin Theatre District is easy! Our standard group minimum is 10-15 people, but may vary with each performance. Learn more.
HENNEPIN THEATRE TRUST
Hennepin Theatre Trust, owner of the historic Orpheum, State and Pantages Theatres, is an independent, non-profit organization dedicated to arts-inspired community cultural development. We achieve our mission by presenting a rich mix of live performances, creating inspiring arts education experiences and advancing a thriving Hennepin Avenue cultural district in downtown Minneapolis, Minnesota. The Trust’s activities include presenting Broadway touring productions and the related Broadway Confidential series, concerts, comedy, speakers and other variety entertainment plus educational initiatives including our Spotlight Education and Spotlight Critical Reviewer programs for high schools, and the Access Program.
Lobbies are open to the public approximately one hour prior to showtime. Theatre seating traditionally begins 30 minutes prior to showtime.
LOST AND FOUND
Please notify any usher immediately upon discovery of lost or found articles. After a performance, you may call the Box Office at 612.339.7007.
MISSED SHOW POLICY
We understand that emergencies happen. If an extenuating circumstance arises and you are unable to make the necessary exchange arrangements prior to the show, please contact the State Theatre Box Office at 612.339.7007 within 24 hours of your missed performance. Please keep in mind that you can only be relocated into another performance as long as the show is in town. Accommodations can only be made for the same show, based on availability, and not all shows may offer reseating options. No refunds will be offered for missed performances.
NEED HELP AT A PERFORMANCE?
If you are attending a performance at the Orpheum, State or Pantages Theatres and have a question or concern about your experience, please speak to an usher or a manager right away. We want to be sure you are enjoying your time at the theatre, and will do our best to resolve your concerns immediately.
RE-ENTRY INTO THE THEATRE
Please see an usher if you would like to exit and re-enter the theatre.
Restrooms are located inside the ticketed area of each theatre, please see an usher for direction to the nearest restroom.
SEASON TICKETS (BROADWAY)
Season ticket packages are available for Hennepin Theatre Trust’s Bank of America Broadway on Hennepin series. Learn more.
SECONDARY TICKET MARKET
The State, Orpheum and Pantages Theatres use bar code scanning for ticket admissions. Ticketmaster is the ONLY authorized ticketing agent outside of the State Theatre Box Office. Hennepin Theatre Trust urges you to purchase tickets only through authorized vendors. Otherwise, you may be purchasing a ticket that is invalid and will be denied admission.
When you purchase through a broker or secondary market seller, you can not be assured that your seats will be correct, exchangeable or purchased at face value. Please bookmark our website at www.hennepintheatretrust.org. There are a lot of websites out there that look similar to the Hennepin Theatre Trust website but are actually ticket brokers. Only our website will give you the latest information and authentic tickets. Use of the secondary ticket market is at your own risk.
TicketExchange is Ticketmaster’s online service that enables premium and fan-to-fan transactions. Only Ticketmaster can guarantee 100% legitimate secondary market tickets, because the tickets sold through TicketExchange are linked to Ticketmaster’s barcoded ticketing systems. Learn more about TicketExchange.
Guests arriving after the start of the performance will be seated at the discretion of management, in accordance to the wishes of the performing company. These times vary with each production. Please plan to allow plenty of time for parking.
View seating charts for the State, Orpheum or Pantages Theatre.
Our staff is committed to creating a safe and pleasant entertainment experience for all guests. Professional security personnel will be using metal-detecting wands and searching bags for prohibited items, so please plan to arrive at least 30 minutes in advance. Prohibited items include oversized bags, backpacks, weapons, selfie sticks, cameras with external flash, audio/video recording devices, outside food and beverages (unless required because of a disability or medical requirement) and more. Check here for a complete list along with our Guest Code of Conduct. If you arrive with any prohibited item, we will ask you to secure it elsewhere before entering the venue.
The State, Orpheum and Pantages Theatres and their lobbies are entirely smoke-free.
Select shows at the Orpheum, State and Pantages Theatres may offer a student/educator rush. Rush ticket rules, prices, and availability vary from show to show and are not guaranteed. If you are interested in student rush for a particular show please visit the event page for that show for details; rush is typically announced the same week a show opens. Public rush is not typically offered.
Sign up here to receive information on Student and Educator offers and events.
Taxi service may be requested through any usher or at the Box Office.
Tickets can be purchased in person at the State Theatre Box Office (Orpheum, State or Pantages Theatre shows only), by phone through the Ticketmaster Artsline at 1.800.982.2787, online through Ticketmaster.com (Historic Theatres) or through authorized Ticketmaster outlets. Learn more about purchasing tickets.
The State, Orpheum and Pantages Theatres ban guns on the premises. Please review our list of Prohibited Items.
In cases of inclement weather, most shows will go on as scheduled. Visit the event page for the show you are scheduled to attend or call 612.339.7007 for the latest updates.