Frequently Asked Questions

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Policies, Terms, and Conditions

Last updated July, 2016.

Terms of Use

All access and use of PortTIX.com is subject to the following terms and conditions:

  1. i. All content, design and image are the copyright of PortTIX, LLC. Reproduction of part or all of the content without express written consent is prohibited.
  2. ii. All information provided on this website is correct at the time of submission. PortTIX, LLC reserves the right to make changes to the website at any time without notice.
  3. iii. While all reasonable attempts will be made to contact ticket holders regarding changes to an event, it is the ticket holder’s responsibility to check times and dates prior to an event.
  4. iv. PortTIX, LLC is not liable for computer or network related issues resulting from the use of this site.

Privacy Policy

We respect your privacy and want to make sure you know exactly how we handle customer information. By accessing the PortTIX website or purchasing a ticket you give your permission for PortTIX to contact you. When you buy a ticket to an event you also consent to PortTIX sharing your information with the organizations involved in presenting the event.

Would you like to specify how you wish to receive information or simply don’t want to be contacted? You can edit your personal "How may we reach you?" options through your online account or call PortTIX at 207-842-0800. Keep in mind that it may take a little bit of time to process updates regarding mailings. If you join our monthly email list you can unsubscribe at any time

We don’t share your information with outside parties. We also don’t waste our time sending spam – we only contact you if we have information that may be useful to you. If any changes are made to our privacy policy, we’ll post the updates right here.

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 cancelled without notice by PortTIX, LLC. This includes orders associated with the same name, e-mail address, billing address, credit card number or other information. The use of automated ticket purchasing processors to access this web site is prohibited.

Tickets sold by PortTIX belong to the promoting organization 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 promoting organization.

Barcodes & Ticket Scanners at Merrill Auditorium:

Tickets purchased from PortTIX bear a unique barcode for security purposes. Tickets purchased from other sources may bear an invalid, duplicate barcode or no code at all and may not be accepted by our ticket scanning system.

When arriving at the venue, please have your tickets ready to present to the usher for validation.

Are food and beverages allowed in Merrill Auditorium?

For the purpose of conserving the historically unique venue, food is not permitted inside the Auditorium. Bottled water purchased from one of the in-house concession stands is allowed inside the theater, other drinks are permitted providing that they have been purchased from the concession stand and are contained in one of the venue’s pre-approved spill-proof tumblers. Concessions also offer a limited selection of snacks and fresh baked cookies.

What is the appropriate dress for attending a show at Merrill Audtorium?

There is no formal dress code at Merrill Auditorium. For our primary production companies 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. 

Does Merrill Auditorium have an elevator?

There is an elevator available in the lobby that provides access to all seating levels

Where should I park?

  • Central Parking Services, an open-air flat-fee parking lot on Pearl Street.
  • Top of the Old Port, an open-air parking lot on Pearl Street.
  • Elm Street Parking Garage, an hourly fee parking lot. Please check closing times before entering this garage.

PortTIX is not associated with any parking company and can’t provide information on their rates or policies.

Accessible parking for patrons with disability permits is available on both sides of Myrtle Street and on Congress Street in front of City Hall. Parking spaces are in high demand in Portland. To avoid disappointment please allow sufficient time before the start of a show to find a parking space.

How do I get to Merrill Auditorium?

Directions can be found here.

Are cameras allowed?

For most performances photography and other recording devices are not permitted. In the rare instance that the Promoter permits photography, it will be made explicitly clear on the event webpage.

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

The use of beepers and mobile phones are not permitted in the auditorium. If you must bring a mobile phone or beeper into the auditorium, please turn it off before the performance begins. If you must use your mobile phone, please take the call in the lobby and remember to turn it off before re-entering the auditorium.

Is smoking allowed?

City Hall, including Merrill Auditorium, is a smoke-free building. Smoking is not permitted within twenty-five feet of the Myrtle Street entrance.

Do I need to buy a ticket for my child?

City regulations require that all patrons must have a ticket to enter the auditorium - even if the 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. For information about the age-appropriateness of an event, please contact PortTIX at 207-842-0800.

What does the facility fee do?

The facility fee goes towards repaying private and municipal bonds that helped finance 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.

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 including bag searches.
  • Large bags, backpacks and strollers 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 cooperation with these procedures will help reduce the wait time in line and promote security within the venue. Please report any suspicious activity to the closest usher, event staff or law enforcement officer.

Is there a list of upcoming shows and events?

A list of events currently on sale through PortTIX can be found here.For regular updates about new shows as they are announced you can join the PortTIX mailing list here.

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

Merrill Auditorium isn't a presenting organization, but rather a venue that plays host to many different organizations. The primary presenting and production organizations are Portland Ovations and Portland Symphony Orchestra. Both companies maintain their own websites and publish their own comprehensive brochures for the season.

PortTIX publishes a separate brochure that includes performances by Portland Ovations and Portland Symphony Orchestra as well as other presenting organizers such as PORTopera and Friends of the Kotzschmar Organ. This is updated on a regular basis and available at the Box Office at Merrill Auditorium.

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?

Winter Hours: Monday - Saturday, noon to 6:00pm Summer Hours: Monday - Friday, noon to 6:00pm

When there is a performance outside normal business hours, the box office will be open 1 hour prior to curtain. .

What is Merrill Auditorium's late seating 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 Coordinator 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 PortTIX.com is SSL compliant and that your information is encrypted and secure.

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

What method of payment do you accept?

PortTIX accepts Visa, MasterCard, and Discover.

If purchasing tickets in person at the box office, patrons can pay by cash or personal checks made payable to PortTIX. Personal checks can be accepted up to seven days prior to the performance.

Handling fees apply to tickets purchased online and by telephone. Handling fees vary between shows, please contact PortTIX at 207 842 0800 for information about the handling fee for a specific show.

When and where can I pick up my tickets that I've purchased?

‘Will Call’ tickets are available to collect from PortTIX box office at Merrill Auditorium anytime during normal business hours or 60 minutes prior to show time outside of normal business hours. If the event takes place at a venue other than Merrill Auditorium, please contact the box office at 207 842 0800 for more information on Will Call tickets.

How can I replace my lost tickets?

We can easily replace lost tickets. Please call 207 842 0800 or visit PortTIX in person to report a lost ticket. Reprinted tickets cannot be mailed. Patrons will be asked to provide a 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 us before attempting to re-submit the order. Call PortTIX on 207-842-0800 or email us at boxoffice at porttix.com.

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

If there is a performance during the weekend, PortTIX will be open at least one hour before curtain. The week prior to a performance, call 207-842-0800 and press 5 to find specific information about 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 that 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 purchase from an email attachment. Print at Home tickets offer the convenience of skipping the line at Will Call and not worrying about tickets getting lost in the mail. Simply select the Print at Home delivery option at the payment screen and submit the order. The $1.50 fee for using this option helps to pay for the technology needed to make this feature available to our patrons.

Can I purchase tickets and have someone else pick them up?

Yes, please call PortTIX on 207-842-0800 and provide the ticketing agent with the specific name of the person who will be picking up the tickets.

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

As is the case with many theaters, PortTIX is unable to offer refunds or exchanges on ticket purchases. If you cannot use your ticket then you may choose to donate it to a local charity. PortTIX 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. Refunds can only be made to the original ticket purchaser.

Do you offer any discounts on tickets?

The availability of discounted tickets is decided by the production company and the policy varies from show to show. Please call PortTIX on 207-842-0800 for more information about a specific show. Discounted tickets are not available for sale online for all events.

Do you sell subscriptions?

Subscriptions for Portland Symphony Orchestra are available to purchase in person or by calling PortTIX on 207-842-0800. Portland Ovations offers a similar ‘Members’ program based on donations. For information about Portland Ovations membership please contact Mary Campbell at 207-773-3150 ext.5

How do I purchase group tickets?

For Portland Symphony Orchestra group sales, please call the Portland Symphony Orchestra Group Sales Manager at 207-773-6128.  For all other inquiries, including group sales for Portland Ovations please email groups at porttix.com

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 online. In person and telephone sales are available during normal business 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?

Lift arm seats into which patrons can transfer from wheelchairs are available in the Orchestra, Terrace and Grand Tier.

Removable seats, spaces in which patrons can sit in wheelchairs are available in the Orchestra and Grand Tier.

What services are offered for the hearing impaired?

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.

Sign Language Interpreters can be provided upon request with at least two weeks notice based on the availability of a qualified Interpreter. Please call 207-842-0800 to request this service

How soon before the performance should I purchase accessible seating?

We recommend 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 the ticketing agent of any accessibility requirements at the time of purchase.

Is there wheelchair accessibility in the bathrooms?

The bathrooms in the lobby of Merrill Auditorium are accessible by elevator from all levels and are wheelchair-accessible.

Official Ticket Outlet

PortTIX is the only company authorized to sell tickets to shows at Merrill Auditorium. 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 from PortTIX you can be sure that the tickets you receive are valid and are being sold to you at face value.

When you buy from an unofficial vendor:

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

Suggestions on how to avoid "scalper" websites

Verify Websites: Scalpers spend a lot of time making sure their websites and adverts 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 avoid mistakenly visiting a scalper website you can add PortTIX.com to your browser's bookmarks or add it to your favorites for future use.

Beware high prices and few choices: If the prices seem to high or if the site is vague about the specific location of seats, it is probably a scalper site.

Take your time and ask questions: Buying tickets to an event is exciting, but it's important to check 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.