đ 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 showâs status:
Know when to PAUSE vs. RESCHEDULE vs. CANCEL Each option has different implicationsâfor example, putting a show on Hold temporarily pauses ticket sales, unscheduled marketing, and halts payouts, but allows flexibility to later reschedule within 30 days.
Communicate ticketâholder 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 multiâperformance shows with ease You can apply status changes to a single performance or multiple events in a runâunderstanding the process ensures consistency across your series.
Email workflow adjustments during date changes When rescheduling, automated email timelines on the platform adjust dynamically to ensure patrons receive relevant updates tied to the new show dates.
đWalk Through
From your main dashboard, click on Show Details next to the show that needs the status change.
Navigate to the Performance List tab.
In the top right corner, click on the down arrow on the More Actions tab. Click on the down arrow next to Change Performance Status.
From here you can choose to Hold, Cancel, Resume, or Reschedule an event.
For each status change, you will be asked to choose individual performances, or all performances. You will also be given the option to email patrons who have tickets for the production for each status option.
Hold Status
Cancel
Resume
Reschedule
Once you update the status of your production, you will get a notification on your dashboard. The production status will also update on your production list.
đ Recap: How to Change your Show Status
This article guides you through updating your showâs 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 â and after selecting the option and date(s), youâll be prompted to message ticket holders accordingly.
đ Best Practices
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.
Choose the right status for your situation
Hold: use when uncertainâpauses sales and messaging while you plan next steps.
Reschedule: pick this if you're certain about new datesâun-schedules promotions and notifies patrons.
Cancel: only when you're certain the show won't happenârefunds or donations are processed and communications stop.
Target specific dates when applicable You can apply status changes to individual performances or an entire runâmake sure you check only the dates that need updating.
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.
Un-schedule marketing content The platform will automatically remove upcoming emails and social media posts tied to affected performancesâbut audit your own channels to ensure nothing is overlooked
Leverage dynamic scheduling Take advantage of the platformâs automated updates to email workflows when rescheduling dates to avoid manual adjustments and ensure timely communication.