We are happy to help you

Do you have a question about streaming an online performance? We have listed frequently asked questions below.

Logging in and registering

How do I get access to an online performance?

To watch an online performance, you need to register again. You cannot log in with the account you normally use to purchase tickets for performances in the theatre. This is a special video account.

1. Is this the first time you buy an online show? Then you need to register first:

  • Click at the page of the online show you want to watch on the button 'I want access'

  • Click again on 'I want access'.

  • Click on 'Register' at the top right of the pop-up screen. Please note: you cannot log in with the account you normally use to purchase tickets for performances in the theatre. This means you have to create a new login here, with an e-mail address and password of your choice. You will then be logged in automatically.

  • Click again on 'I want access'. You will now be redirected to the payment module.

Proceed to step 3.

2. Have you already created a video account? Then you can log in:

  • Click on the button 'I want access' during an online performance.
  • Click again on 'I want access'.
  • You can now log in directly with the e-mail address and password you have created earlier.

Proceed to step 3.

3. Complete payment

  • Choose a payment method (iDeal or Credit card). Fill in the details and click on 'Pay'. Click on 'Back to webshop'.

  • The text 'Success' and the button 'You have purchased access' will appear. Your payment has been successful. Do you not see this? Refresh the page with the button 'F5'.

  • Click on the 'Go to video' button to return to the video.

I want to change my password. What can I do?

Take the following steps:

  • Click 'forgot password' and enter your e-mailaddress. Then click 'send password'.
  • You have received an e-mail with a code. Copy the code and return to the streamingpage.
  • You will see the same page where you have entered your e-mailaddress still open. Click 'I have received a code' at the bottom of the screen.
  • Enter the code you have received and enter the password you want to use.
  • Click 'confirm' to change your password. You can now log in with your new password.

Can I also watch an online performance without an account?

No, this is not possible. You can log in in 3 ways, in order to watch a paid online performance:

  • With your Gmail account
  • With your Facebook account
  • With your special video account

Have you not yet created a video account and is this the first time you purchase an online performance? Follow this step-by-step plan:

  • Click at the page of the online show you want to watch on the button 'I want access'

  • Click again on 'I want access'.

  • Click on 'Register' at the top right of the pop-up screen. Here you create an account with an e-mail address and password of your choice. You will then be logged in automatically.

  • Click again on 'I want access'. You will now be redirected to the payment module

 

 

Can I log in with my Dutch National Opera & Ballet account when I purchase an online ticket?

No, this is not possible. You can log in in 3 ways, in order to watch a paid online performance:

  • With your Gmail account
  • With your Facebook account
  • With your special video account

Have you not yet created a video account and is this the first time you purchase an online performance? Follow this step-by-step plan:

  • Click at the page of the online show you want to watch on the button 'I want access'

  • Click again on 'I want access'.

  • Click on 'Register' at the top right of the pop-up screen. Here you create an account with an e-mail address and password of your choice. You will then be logged in automatically.

  • Click again on 'I want access'. You will now be redirected to the payment module

 

 

I have purchased the online performance, but I do not have access?

Please note: in order to watch te stream, you have to be logged in with the email adress you used to purchase the stream.

  • Go to operaballet.nl/en/online and choose the online performance you want to watch.

  • Click on the page of this online performance on 'I want access'.

  • Are you already logged in with the account you used to purchase the stream? Then the button 'You have purchased access' will appear. You can watch the video.

  • Do you still see the button 'I want access'? Then log in with the right account or refresh the page using F5.

 

Where can I find the online performances?

You can find all our online performances on operaballet.nl/en/online

Can I buy a performance for someone else - as a present?

No, this is not possible (yet), because you can only buy a ticket with your personal online Facebook, Google or e-mail account.

I have not received a confirmation email. What should I do?

You always receive a confirmation email from video support (sender: video.support@operaballet.nl)

Have you not received this email?
Please make sure you are searching in the inbox of the email address you used to purchase the stream and check the spam inbox of this email address.

How long in advance can I log in to a livestream?

You can log from an hour before the start of the livestream.

From when will my online performance be available?

Go to operaballet.nl/en/online. The date of availability of the online performance in question is listed here.

How long will the online performance be available to me?

You have access to the online performance from the purchase of your online ticket until the end date as stated on the video page.

Is a ticket for an online performance transferable to others?

No, your ticket is personal. The link that grants you access to a stream is linked to the personal account with which you have logged in and is therefore non-transferable.

Pay and Vouchers

I have received a discount code, how can I redeem this code?

Open the online performance you want to watch at www.operaballet.nl/en/online.

Have you not yet created a video account and is this the first time you purchase an online performance? Follow this step-by-step plan:

  • Click at the page of the online show you want to watch on the button 'I want access'

  • Click again on 'I want access'.

  • Click on 'Register' at the top right of the pop-up screen. Here you create an account with an e-mail address and password of your choice. You will then be logged in automatically.

  • Click again on 'I want access'. You will now be redirected to the payment module. 
     

Proceed to step 3.

2. Have you already created a video account? Follow this step-by-step plan:

  • Click on the button 'I want access' during an online performance.
  • Click again on 'I want access'.
  • You can now log in directly with the e-mail address and password you have created earlier.

Proceed to step 3.

3. Completing your purchase

Fill in your discount code at 'Add voucher' in the payment module. Make sure you check if you have filled in the discount code correctly. Please note: the code is case sensitive.

  • The text 'Success!' will appear on your screen. Your (free) payment has been successful. Click on the button 'Go to video' to return to the video.
  • Refresh the page, for example by using the button 'F5' on your keyboard.

4. Watching the online performance

  • When you want to watch the stream, go to the webpage of that online performance. Make sure you are logged in with the account you created earlier.
  • You can now see the text 'You have purchased access' in the player of the performance. Click on the video when you want to watch it and enjoy the online performance!

  • Do you still see the button 'I want access'? Then log in with the right account or refresh the page using F5.

Can I use a regular DNO&B voucher to purchase an online performance?

No, it is not possible to use a regular voucher to purchase an online performance. You can only use a voucher for a performance that takes place in the theatre.

If you have received a discount code, you can use this discount code to purchase an online performance.

My voucher code is not accepted. What now?

Check whether you have entered the code correctly or copy it directly from the mail / from the web page. The voucher codes are case sensitive.

Streaming the performance to your television

How can I stream the performance to my television?

If you want to watch the stream on your television, you have to connect a streaming device to your television. The most common streaming devices are Apple TV and Google Chromecast.

More information:
Do you use Apple TV? You can find more information here
Do you use Google Chromecast? You can find more information here

Do you need help with streaming via your TV? Consult our Technical Support:

Technical support

The streaming icon does not appear on the screen. What can I do?

Do you have other questions about streaming via your TV? Consult our Technical Support:

Technical support

While streaming

The stream is faltering. What can i do?

When the stream is faltering, this can be caused by multiple things. The most common cause is a slow internet connection.
Here are a few suggestions:

  • Lower the video quality. To do this, click on the gearwheel in the bottom right corner of your screen. Click on Video Quality. Click on 360p.

  • Make sure both your phone and your streaming device are connected to the same Wi-Fi connection.
  • Do you use a Google Chromecast? Open www.operaballet.nl/en/online in the browser Google Chrome. Start the stream from this browser.
  • Do you use Apple TV? Open www.operaballet.nl/en/online in the browser Safari. Start the stream from this browser.
  • Check your internet connection. You can execute a speed test here. Unfortunately, some connections are to slow to play high quality videos without buffering. For example, if you want to stream in HD quality, we recommend a speed of at least 5Mbps. If your internet connection is slower than 5Mbps, your connection speed is possibly to slow to stream the video.

How do I turn on the subtitles for the opera?

Click on the gearwheel in the bottom right corner of your screen. You can turn on the subtitles here.

Can I watch the stream on a different device than the one I bought the stream with?

Yes, you can watch the stream on a different device than the one you bought the stream with. For example, you can buy your stream with your phone and then watch it on your iPad, tablet or laptop.

Pay attention! Make sure to log in again on the desired device with the email address you used to purchase the stream.

Can I pause the video and continue watching later?

Streams that have been available for a longer period of time (video on demand) can be paused and continued later. Live streams are not available for an extended period of time and you cannot pause to watch them later.

Is your question not listed above?

Feel free to contact us via video.support@operaballet.nl or call 020 5518 044. The ticket office is available from Monday until Friday from 12:00 until 18:00 hours and Saturday from 12:00 until 15:00 hours. We are not able to answer questions on Sundays and holidays. On Saturdays when a live stream is broadcast, the box office is open longer.

If you experience problems during the stream, we advise you to start the stream in another browser. 

Do you have other questions about streaming via your TV? Consult our Technical Support:

Technical support