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Online Concert FAQs

Do you have questions about the 2020/21 Reimagined: KWS Goes Online Season? Take a look at the Online Concert Guides and Frequently Asked Questions below and don’t forget to contact us if you have any additional questions.

Click the boxes below to access our online concert guides.

Accessing Online Concerts Guide Purchasing Online Concerts Guide Online Concerts Technical Guide

Pour accéder aux versions françaises du guide d’accès aux concerts en ligne et du guide technique, veuillez cliquer ici.

How do I view the online concert streams?

To view a stream that you hold a ticket for, start by logging in to your account. Once you are logged into your account, simply navigate to the Your Account menu and the Online Concerts tab, and click the View Online Stream button to access the concert stream page. For a full walkthrough of how to view the online concert streams including images, please see our Accessing Online Concerts Guide.

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 live broadcast on Friday, the concert will be available to watch on-demand until 11:59 pm EDT on Sunday of the same weekend. You can access the on-demand concert stream by logging into your KWS online account at any time during the availability period.

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

Details about the season are available on the 2020/21 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 of the purchase process with images, please see our Purchasing Tickets Guide.

All online concerts may only 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, 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 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 there is no account associated with that address, you will be prompted to create an account.

Don’t have a KWS account? Click the “Create New Account” button to create a new online account. You may also contact Patron Services to have a representative assist you with creating an online account for 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 to view the stream. 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, 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 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.

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 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-$100), and the $2.00 order fee when choosing your gift amount.

How can I learn more about the Reimagined: KWS Goes Online concerts?

All Reimagined: KWS Goes 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 2020/21 Season page and click the concert you are interested in learning more about.

All 2020/21 Season concerts are currently available online only. We look forward to joining you in the concert hall safely again in the future, until then the KWS will continue to monitor the COVID-19 guidelines set out by the Government of Ontario and Public Health in relation to indoor gatherings.

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 Concerts Technical Guide. Refer 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 may take 1-3 business days, and representatives will be calling 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 as soon as possible. If you are experiencing difficulties, please let us know as soon as possible.