Frequently Asked Questions

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Policies, Terms, and Conditions

Last updated April 15, 2010.

Terms of Use

By entering, you agree that this is a copyrighted site in respect to all content, design, and image, and you will never duplicate or copy works herein without express written consent.

Your use of this site also releases PortTIX from any liability related to computer or network issues resulting from your use of this site.

By using, you are making known to PortTIX your IP address and usage information, which can be used by PortTIX in the prosecution of copyright and terms of use violations. Please review our privacy policy below.

Privacy Policy

By purchasing a ticket to an event, or by creating an account at, you indicate your consent to PortTIX sharing your email address and other information with those involved in the specific event (e.g. the presenting organization or other producer or promoter) and that you consent to those involved in the event using your information to contact you by email or other means to send you marketing and other messages. You also indicate that you consent to PortTIX contacting you by email or other means.  You may edit your personal "How may we reach you?" options through your online account. If you join our email list you may unsubscribe at any time.  We will never sell or share that list with other organizations.  This policy is subject to change.

PortTIX respects your privacy and will not share your information in ways not permitted by this document.

Notice Regarding Ticket Limits

We ask all customers to adhere to published ticket limits. Persons who exceed the ticket limit may have any or all of their orders and tickets cancelled without notice by PortTIX in its discretion. This includes orders associated with the same name, e-mail address, billing address, credit card number or other information. By clicking on the "Get TIX" button, or otherwise using this web site, you agree to the Terms of Use which, among other things, prohibit using automatic processes to access this web site or requesting excessively large amounts of web pages. 

The tickets sold by PortTIX belong to our clients and typically represent only a portion of the total venue seating capacity.  The decision as to which tickets are made available for public sale is made by the organizations that bring events to Merrill Auditorium.

Barcodes & Ticket Scanners at Merrill Auditorium:

Take a look at your tickets and you’ll notice we now have barcodes for all Merrill Auditorium shows.  This ensures greater security for ticket purchasers and allows us to offer more delivery options, like print at home tickets.  Your tickets will be scanned when you enter the auditorium, so please be patient with our ushers and allow for extra time when arriving for an event.

Are food and beverage services available and allowed into the theater?

Concession stations are available in most parts of the Auditorium. However, food and beverages (with the exception of bottled water purchased here) are not allowed into the theater.

What is the appropriate dress for attending the theater?

For our primary production companies, the Portland Symphony Orchestra and Portland Ovations, dress typically varies from dressy to business casual.  For holiday shows, many patrons like to dress up for the season.  But there is no "dress code" and it is entirely your decision what to wear.

Does Merrill Auditorium have an elevator?

There is an elevator available in the lobby that stops at all seating levels.

Where should I park?

Parking is available at Central Parking Services, an open-air flat-fee lot with plenty of accessible spaces next to Merrill on Pearl Street. Parking is also available for most performances at Top of the Old Port, an open-air parking lot also on Pearl Street.  The City owned Elm Street Parking Garage is also available for an hourly fee (please check closing times before entering this garage). Handicapped-accessible parking is available on both sides of Myrtle Street for patrons with a valid permit. Additional accessible parking is available on Congress Street in front of City Hall. These spaces are in demand, so we suggest you arrive early.

How do I get to Merrill Auditorium?

We have prepared detailed directions for you.

Are cameras allowed?

For most performances, absolutely not. This policy is strictly enforced. Please, for the safety of the performers and stage crew and the enjoyment of other patrons, no photography, flash or no flash, or recording devices are permitted.

What is your policy on mobile phones and beepers in the theater?

Beepers and mobile phones are not to be used in the theater. If you must bring a mobile phone or beeper into the theater, please turn it off or to vibrate before the performance begins. If you must use your mobile phone, please take the call in the lobby and remember to turn it off or to vibrate before re-entering the theater.

Is smoking allowed?

City Hall, including Merrill Auditorium, is a smoke-free building. Smoking is prohibited in the theater, lobby areas and within twenty-five feet of the Myrtle Street entrance.

What is your child policy?

City regulations require that all patrons, regardless of age, must have a ticket to enter the theater - even if a toddler or infant will be sitting on your lap. Children under the age of 12 must be accompanied by a parent or adult guardian and must have a ticket for a seat adjacent to the adult. You can check about the age-appropriateness of shows with your ticketing agent.

What does the facility fee do?

The facility fee helps repay private and municipal bonds that, with fundraising by the community, Portland Ovations, and the Portland Symphony Orchestra paid for the 1997 renovation of theater.

What do the fees do?

The per ticket handling fee covers the costs of running PortTIX, such as credit card processing fees, employee wages and ticketing software.  The $1.50 per order mail fee covers the cost of mailing tickets.  The Print-at-Home fee helps to pay for the technology required for this feature.

What are the security policies for Merrill Auditorium?

Your safety while attending events at Merrill Auditorium is a priority. Please be aware of the following:

  • Patrons entering Merrill Auditorium may be subject to security checks.
  • Large bags, strollers, and large backpacks will not be allowed into Merrill Auditorium.
  • All bags are subject to search.
  • The possession of firearms on the premises is prohibited per Maine law Title 17-A Section 1057.

Your assistance in complying with the implementation of these procedures will help minimize any inconvenience. Please report any suspicious activity to the closest usher, event staff or law enforcement officer.

Is there a list of upcoming shows and events?

Here is a chronological list of all events currently on sale. PortTIX sells tickets for all ticketed events held at Merrill Auditorium, in addition to some events at other venues.  Join our monthly email list and we'll keep you informed when new shows go on sale! Click here

Why isn't there one brochure or mailing list for Merrill Auditorium?

Merrill Auditorium isn't a cultural organization, but rather a venue that plays host to many different organizations. Our primary presenting and production organizations are Portland Ovations and the Portland Symphony Orchestra. Both companies' websites list and describe their upcoming events, and they both publish comprehensive brochures for each season. PortTIX also has a simple brochure that lists all shows with performance dates at Merrill. This is updated on a regular basis; ask a ticket-seller for a copy.

When do the doors open prior to each performance?

For most performances, the doors at Merrill Auditorium open no less than thirty minutes before the scheduled performance time.

What are the hours for the box office?

Normal business hours for the box office are Monday - Saturday, noon to 6:00 PM (closed Saturdays Memorial Day - September).  On our regular business days, when there is an evening performance, the box office will remain open until curtain time.  The box office will open a minimum of 1 hour prior to curtain on days when we are normally closed.

What is Merrill Auditorium's latecomers policy?

Latecomers will be seated at the discretion of the production company's house manager. Latecomers are not guaranteed seats, so please arrive at the venue on time.

What number can be left for the babysitter in case of an emergency?

The emergency number for our event coordinators is 207-756-8433.

How do I know my transaction is secure?

When you choose your tickets, check the top of the page in the address bar for a lock symbol.  This lets you know that has an SSL certificate and that your information is encrypted and cannot be accessed when you make your purchase online.

PortTIX, LLC. has also been certified PCI DSS (Payment Card Industry Data Security Standard) compliant.  This means that PortTIX has met the standards set by the Payment Card Industry to address security, data integrity and privacy concerns associated with processing electronic payment data.

How can I purchase tickets to Merrill Auditorium?

You can purchase tickets at this website or by calling PortTIX at 207-842-0800, Monday - Friday, noon to 6 pm (summer hours). PortTIX accepts Visa, MasterCard, and Discover. You may also purchase your tickets in person at our box office in the lobby of Merrill Auditorium during the same business hours. In person we accept Visa, MasterCard, Discover, personal checks (minimum seven days prior to the performance date), or cash.

What type of payment is accepted at the box office and over the phone?

In person, PortTIX accepts Visa, MasterCard, and Discover, cash and checks (minimum seven days prior to the performance date being purchased). Over the phone and online, PortTIX accepts Visa, MasterCard, and Discover. Regular service and handling fees apply.

When and where can I pick up my tickets from Will Call?

Will Call tickets are available at the reservations window of the box office 60 minutes prior to show time. The box office is a busy place before a show, so we recommend that you pick your tickets up thirty minutes prior to show time.  If you wish to pick up your tickets in advance, please call the box office 207-842-0800.  If your event takes place at a venue other than Merrill Auditorium, please contact the box office for more information on Will Call tickets.

How can I replace my lost tickets?

Tickets can easily be replaced by contacting PortTIX. Simply call or visit the box office in person and let us know that you need to report lost tickets. It will be important to know the purchaser's name and the performance date. You will need to show picture identification to pick up reprinted tickets.<

I'm not sure that my online order when through.  What should I do?

If you've already attempted to submit an order online and are unsure that it was successfully processed, please contact our box office before attempting to re-submit the order.  207-842-0800 or email us at boxoffice at

How can I purchase tickets for a Weekend performance if PortTIX is only open Monday - Friday from noon to 6 pm?

On Weekends, if there is a performance, the Box Office will open at least one hour before curtain.  The week prior to a performance, call 207-842-0800 and press 5 to find specifics on hours, length of performances, and ticket availability.  

Can tickets be ordered over the telephone with a credit card and then paid for with cash at the box office?

No. If tickets are purchased by telephone, they must be paid for with the customer's credit card at the time the reservation is made.

What is a Print at Home ticket?

Some events purchased online offer a Print at Home delivery option.  You can print these tickets at the time of your purchase or later on from an email attachment.  With Print at Home tickets there's no waiting in line at the Will-Call window and no waiting for the mail to arrive.  Simply select the Print at Home delivery option at the payment screen and submit your order.  There is a fee for using this option, which helps to pay for the technology needed to make this feature available to our patrons. 

How can I purchase tickets and have someone else pick them up?

When purchasing tickets through PortTIX, give the ticketing agent the specific name of the person who will be picking up the tickets at the Box Office. The tickets will then be left at the reservations window under that name on the day of the show. A picture ID will be required.

How can I receive a refund or exchange on my tickets?

As is the case with many theaters, we are unable to offer refunds or exchanges on ticket purchases. If you find you cannot use your tickets, you can always donate them to a local charity. We will be happy to provide you with a list of local charities who distribute tickets to those in need.

What happens if a show is cancelled?

If an event is cancelled, the presenter will refund the face value of the ticket price only. Handling fees from the original sale cannot be refunded as they help us process your refund.  All refunds must be made to the original ticket purchaser.

How can I find out when tickets will go on sale for a particular show?

Join our monthly email list and we'll keep you informed when new shows go on sale! Click here.  Also, ticket sales are usually announced in the local newspapers and sometimes through radio and television stations. In addition, you can check this website or call for a list of upcoming shows.

What is your policy on student rush, rush, or senior discounts?

The availability of discounted tickets is decided by the production company; the policy varies from show to show. Please call us directly for more information at 207-842-0800. Discounted tickets are not currently available for sale online for all events.

Do you sell subscriptions?

Portland Ovations and the Portland Symphony Orchestra both have their own subscription tickets.  Subscriptions are available for sale in person or by calling the box office.

How do I purchase group tickets?

For Portland Symphony Orchestra group sales, call the PSO office at 207-773-6128.  For all other inquiries, including group sales for Portland Ovations, please email boxoffice at

Why can't I find information on PCA Great Performances?

PCA Great Performances has changed their name to "Portland Ovations."  You will still find the same great programming offered by PCA under the "Ovations" name.  Go to the home page and click on the "Ovations" category for a full list of upcoming Portland Ovations events.

How can I purchase accessible tickets to performances?

Accessible seating for patrons with disabilities may be purchased in person at the PortTIX box office, by calling PortTIX at 207-842-0800 or TTY/TDD at 207-842-0812, or online* (see below).  In person & phone sales are available Monday - Friday, noon to 6 pm (summer hours). Please inform your ticketing agent of your needs at the time of purchase.  All of our ticket agents are very familiar with the hall and can assist in finding the best seating.

*To purchase wheelchair accessible tickets online, look for the symbol  i  when selecting seats and hover over it – if it says "ADA 1 Wheelchair space" you can buy that location and the one next to it for a companion (please note there will be no seat in the "wheelchair space" location).  Typically, these will be available in the Grand Tier sections 2 and 4.  If you wish to inquire about other possible options, please call our box office for assistance.

Where are accessible seats located?

The theater has two types of accessible seating. Lift arm seats, into which patrons can transfer from wheelchairs, are available in the Orchestra, Terrace and Grand Tier. Removable seats, at which patrons can sit in wheelchairs, are available in the Orchestra and Grand Tier.

What services are offered for the hearing impaired?

1. The TTY/TDD number for PortTIX is 207-842-0812. 2. Assisted Listening Devices are available to patrons for all performances at Merrill Auditorium. Simply ask one of the Merrill Event Staff (those wearing red vests) when you enter the auditorium. 3. A sign language interpreter can be provided upon request with at least two weeks notice based on the availability of a qualified interpreter. Call 207-842-0800 or 207-842-0812 (TTY/TDD).

How soon before the performance should I purchase accessible seating?

PortTIX strongly recommends that patrons purchase their tickets well in advance.  For certain shows, production requirements reduce the number of both accessible and non-accessible seats in the Orchestra.  Please inform your ticketing agent of your need at the time you purchase your seats.

Is there wheelchair accessibility in the bathrooms?

The lobby level bathrooms, accessible by elevator from all other levels, are wheelchair-accessible.

Official Ticket Outlet

PortTIX is the only authorized outlet for tickets to shows listed on this website. 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 only from the official outlet, you are assured that the ticket you receive is valid and is being sold to you at face value. When you buy from someone other than PortTIX:

  • We cannot guarantee that your tickets are genuine.
  • You almost always will pay more than face value.
  • We cannot replace lost or stolen tickets.
  • We cannot contact you with information on show cancellations, time changes, upcoming shows or other useful information.
  • You are supporting businesses that make it harder for true fans to see their favorite performers without paying a premium charge.

Suggestions on how to avoid "scalper sites"

As you know, the best way to get tickets is directly from the box office. Below is some information you can pass on to friends and family about how to avoid websites for unauthorized ticket outlets:

  • Verify Websites: Scalpers spend a lot of time making sure their sites and ads pop up first when you use a search engine. Look past the description and check out the actual name of the website before clicking (look for green font). It's very important to re-check the website when you click the link to buy tickets. To make life easy, you can add our website to your browser's bookmarks or add it to your favorites for future use.
  • Beware high prices and few choices: Very few of our events will have prices over $100. If the prices seem to high or if the site is vague about the specific location of seats, you're probably on a scalper site.
  • Take your time and ask questions: Buying tickets to an event is exciting, but it's important to evaluate what you're buying. If the site seems odd, open the phone book to find the number for PortTIX and call. Alternatively, if you live near our venue, come in person. Any reliable box office will be happy to give specific answers to your questions.