Online Concert FAQs

How are these online concerts different from the ones that were offered free throughout the spring and summer?

These are brand new, live concerts specifically created for an online viewing experience. All streams feature top quality audio and video, with multiple cameras to experience the orchestra from a variety of angles and perspectives.

Why are these concerts online instead of in-person?

According to the COVID-19 guidelines set out by the Government of Ontario, indoor gatherings of more than 50 are not currently allowed.

How do I purchase a ticket for the 2020/21 Reimagined: KWS Goes Online Season?

Tickets are available for purchase on the Kitchener-Waterloo Symphony website at To purchase tickets and view the online concert, you will be required to login to your KWS online account, or create an account if you do not already have one.

Are subscriptions available or can I purchase multiple concerts at once?

All online concerts may be purchased individually at this time. 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, you can simply click the Continue Shopping link at the bottom right-hand side of the screen to select additional concerts to add to your cart.

Do I need a KWS online account to view the concerts?

Yes, all concerts require access to your KWS online account to view.

Where do I login?

To login to your KWS online account, visit If you already have a KWS account, please login using your e-mail address or create a new account if you do not already have one.

I forgot my KWS online account login. What do I do?

Simply click the “Forgot Your Password?” link on the login page and enter your e-mail address. An e-mail with instructions on how to reset your password will be e-mailed to you. If there is no account associated with that address, you will be prompted to create an account.

If you are still having difficulties, please contact us at and we would be happy to help.

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

Yes, to purchase your ticket(s) using funds you have on your account, please contact Patron Services at These funds are not available for use when purchasing tickets online.

Can I use a KWS or Centre In The Square (CITS) 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. At this time, we are unable to accept CITS gift certificates.

Can I order by phone?

Concert streams should be purchased online as you will require access to your KWS online account to view the stream.

If you are experiencing difficulties and require assistance, please contact us at

What happens if I miss the performance?

After the live broadcast, the performance will be available for on-demand viewing until Sunday at 11:59pm EDT (approximately 52 hours). During this period, you can watch the performance as many times as you’d like by logging into your Kitchener-Waterloo Symphony online account. After the availability period, the concert will no longer be available.

All tickets purchased for the online concert streams are non-refundable. To view the KWS ticketing policy click here.

What if there is a problem with my order?

For any issues related to your order, or if you are having trouble with your purchase, please contact Patron Services at for assistance.

Why are there multiple ticket prices for each online stream?

Multiple prices are available for purchasing online concert streams, to allow you to choose your price based on your current situation.

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.

How do I view the online concert streams?

After you have purchased a ticket, concerts can be viewed by logging into your KWS online account and navigating to the Online Concerts tab in the Your Account Information menu. Concerts will only be available to view as of 8pm EDT the evening of the live broadcast, and on-demand viewing until Sunday at 11:59pm EDT (approximately 52 hours). During this period, you can watch the performance as many times as you’d like.

We recommend you log onto your account 10-15 minutes prior to the concert start time to avoid experiencing delays during the login process.

Can I watch a recording of the concert after it’s over?

Absolutely, a recording of the concert is available to ticket holders from 8pm EDT the day of the live broadcast until Sunday at 11:59pm (approximately 52 hours). To access the recording after the initial broadcast login to your KWS online account to view the video on-demand during the availability period.

I purchased a ticket but did not receive or lost my confirmation email. How do I access the concert?

You do not require your confirmation email to access the concert. All purchased online concerts will be available to you in your KWS online account during the availability period for each concert.

If you did not receive a confirmation e-mail, check to see if it has been filtered to your junk mail box.

How long are the concerts?

The performance durations will vary, but will average between 50-75 minutes.

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.

Is the KWS Box Office open?

The KWS Box Office and administrative building are closed until further notice and phone lines are not being monitored. You are able to call and leave a voicemail at 519-745-4711 ext. 1 to request a return phone call. Return calls may take 1-3 business days, and representatives will be calling from a blocked phone number. If you are having trouble purchasing the online streamed concerts, the best way to contact us is via e-mail at