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How to Change Your Show Status

Do you need to change or cancel a performance?

Updated over 2 weeks ago

🎭 Please notify your Account Manager to discuss options if you need to cancel, postpone, or reschedule your event.

There are a few reasons why you may want to familiarize yourself with the process of changing your show’s status:

  • Know when to PAUSE vs. RESCHEDULE vs. CANCEL
    Each option has different implications—for example, putting a show on Hold temporarily pauses ticket sales, unschedules marketing, and halts payouts, but allows flexibility to later reschedule within 30 days.

  • Communicate ticket‑holder expectations clearly
    Whether you're rescheduling or canceling, you can send custom messaging to patrons. Familiarity helps you tailor those communications for refunds, exchanges, ticket rollover, or donation options.

  • Manage multi‑performance shows with ease
    You can apply status changes to a single performance or multiple events in a run—understanding the process ensures consistency across your series.

👟Walk Through

From your main dashboard, click on Details next to the show that needs the status change.

Click on the Change Status button. It is listed under Performances on the Show Details page.

Once you click on the Change Status button, the following options will appear:

After you make your selection and push Proceed, you will have the option to cancel your whole production or select individual performances in your production. Check the box next to the dates you would like to edit.

If you have chosen to Hold or Reschedule your performance, you will be prompted to email current ticket holders. You can customize the message.


🎓 Recap: How to Change your Show Status

This article guides you through updating your show’s status in the On The Stage platform. You'll start by notifying your Account Manager, then go to the Show Details page and click Change Status. You can choose to hold, reschedule, or cancel one or multiple performances – and after selecting the option and date(s), you’ll be prompted to message ticket holders accordingly.

🚀 Best Practices

  1. Notify stakeholders first
    Let your Account Manager and internal team know you plan to change the show status before making any updates in the system.

  2. Choose the right status for your situation

    • Hold: use when uncertain—pauses sales and messaging while you plan next steps.

    • Reschedule: pick this if you're certain about new dates—un-schedules promotions and notifies patrons.

    • Cancel: only when you're certain the show won't happen—refunds or donations are processed and communications stop.

  3. Target specific dates when applicable
    You can apply status changes to individual performances or an entire run—make sure you check only the dates that need updating.

  4. Customize your messages to ticket holders
    Use the prompt to send clear, personalized emails explaining the status change and offering refunds, exchanges, or rollover options as relevant.

  5. Un-schedule marketing content
    The platform will automatically remove upcoming emails and social media posts tied to affected performances—but audit your own channels to ensure nothing is overlooked

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