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Online Concert FAQs

Do you have questions about the online concerts for the 2021/22 Season? Take a look at the Online Concert Guide and Frequently Asked Questions below and don’t hesitate to contact us if you have any additional questions.

Online Concert Guide

How do I view the online concert streams?

To view a concert that you hold a ticket for, start by logging into your account here. Once you are logged into your account, simply navigate to the Your Account menu and the Online Concerts tab and click the View Online Concert button to access the concert stream page. For a full walkthrough including images, please see the Online Concert Guide at the top of this page.

For best results we recommend logging in to your KWS account 10-15 minutes before the broadcast begins. Please note that if you join the stream after it has begun at 8 pm on Friday evening, you will not be able to start the stream from the beginning until the live broadcast has ended. Following the 8 pm ET live broadcast on Friday, the concert will be available to watch on-demand until 11:59 pm ET on Sunday of the same weekend. You can access the on-demand concert by logging into your KWS online account at any time during the availability period.

How do I purchase a ticket for the online concerts?

Concert details are available on the 2021/22 Season page. Tickets can be purchased directly from each individual concert page by clicking the “Buy Now” button on the right-hand side of each page, or by logging in directly to your KWS online account. For a full walkthrough including images, please see the Online Concert Guide at the top of this page.

All online concerts may only be purchased individually. While no subscription options are available you are still able to add multiple concerts to a single order. Once you have added the first concert to your cart, click the Continue Shopping link at the bottom right-hand side of the screen to select additional concerts to add to your cart as needed.

Do I need a KWS online account to purchase & view the concerts? How do I log in? What if I forgot my password?

Yes, all concerts require access to your KWS online account to purchase and view. To login to your KWS online account, visit If you already have a KWS account, please login using your e-mail address.

Not sure if you have an account or forgot your password? Click “Forgot Your Password?” to see if your e-mail address is on file and to reset your password. An e-mail with instructions on how to reset your password will be e-mailed to you. If you do not receive an e-mail, please check your junk mailbox. If no account is found, you will need to create one.

Don’t have a KWS account? Click the “Create New Account” button to create a new online account or contact Patron Services to add an online login to your existing KWS account.

Why are there multiple ticket prices for each online concert?

Multiple prices are available for purchasing online concert streams, to allow you to choose your price based on your current situation. Ticket prices range from $15 – $100 per stream, and you only need to purchase one ticket per household. When selecting your price, you might consider how many people in your household will be watching the stream, and what you might usually spend on attending a concert.

Can I use my KWS on account funds/credits towards my purchase?

Yes, you can use your on account funds towards the purchase of online concerts during the check out process or by contacting Patron Services. You are only able to see the total amount of funds available for your individual or household account during the check out process or by contacting Patron Services, this information is not visible anywhere else on your KWS online account.

If you believe you should have funds available on your account, but cannot see them; they may not be appearing if you have created a new online account that is not attached to your existing account, or due to access restrictions on users with multi-individual household accounts.

You cannot use on account funds towards the purchase of gift certificates, or towards a donation online. If you would like to donate your on account funds or think there may be an issue with your funds please contact Patron Services at

Can I use a KWS or Centre In The Square gift certificate to purchase tickets?

Currently, only Kitchener-Waterloo Symphony gift certificates may be used towards the purchase of KWS online concert tickets. Certificates can be redeemed during the checkout process while purchasing tickets online using the gift certificate number.

At this time, we are unable to accept Centre In The Square gift certificates.

Can someone who is not in my household watch my online concert stream?

No, we do not recommend sharing your online account login information and password as it contains sensitive information related to your KWS account. The KWS is using accessible flexible pricing (choose what you pay) to allow patrons to select the pricing that works best for them. We ask that you do not attempt to share access to your online concerts as this may result in your account being locked. No refunds will be issued for intentional misuse of KWS online accounts.

Can I purchase an online concert ticket for someone else as a gift?

Online concert purchases are only accessible from the account that they are purchased under and are non-transferrable. If you would like to gift an online concert, please consider purchasing a KWS gift certificate. Gift certificates may be purchased online or by contacting us at At this time all gift certificates will be e-mailed to the purchaser within 1-3 business days or may be post-mailed upon special request.

When purchasing a gift certificate for use towards an upcoming online concert, you may want to consider the current prices for online concert tickets ($15.00-$100.00), and the $2.00 order fee when choosing your gift amount.

How can I learn more about the 2021/22 Season online concerts?

The 2021/22 Season online concerts feature brand new content that is recorded live at Centre In The Square and broadcast online for you to enjoy from the comfort and safety of your home. They are specially created for online viewing, featuring top quality audio and video, with multiple cameras to experience the orchestra from a variety of angles and perspectives.

The performance durations will vary but will average between 50-75 minutes. For details about individual performances, please visit the 2021/22 Season page and click the concert you are interested in learning more about.

What should I do if I am experiencing technical difficulties while viewing an online concert?

Navigating new technologies and devices can be a difficult task, to assist you through this process we have created the Online Concert Guide that is available from the top of this pageRefer to this guide for device recommendations, streaming to your TV, improving audio and video quality and troubleshooting tips.

We recommend referring to the manufacturer’s instructions for your specific to your device(s) and further troubleshooting.

What if I still have questions? How can I get further assistance?

Conrad Centre for the Performing Arts, in-person box office and phone answering services, and KWS administration offices remain closed until further notice. Staff are working remotely during this time and can be reached by email or voicemail.

We recommend contacting Patron Services by e-mail at with your inquiry for the quickest response. You may also leave a voicemail for Patron Services at 519-745-4711 ext. 1 to request a return phone call. Return calls will be from a blocked phone number.

Additional representatives will be available via e-mail or by leaving a voicemail on concert evenings and weekends to reply to your inquiries. If you are experiencing difficulties, please let us know as soon as possible.