LMP On Demand: Help & FAQs

Buying tickets for online concerts:

How do I buy a ticket for and watch an online concert?

You buy and watch all online concerts via the LMP website, and they will be listed on our LMP On Demand page. Simply scroll down and click on the concert you wish to watch. On the concert page, click the red ‘Buy & Watch’ button and you will be taken through the payment process to secure your ticket. After making your purchase, click on the ‘My on Demand’ button at the top of the website, and you will be taken to your ‘My On Demand’ page where all your ‘tickets’ are stored. When the concert is available to view online, a red ‘WATCH’ button will go live on your ‘ticket’. Simply click this button to be taken to the concert page where your video will now be ready to watch.

Do I have to have an account to purchase a ticket?

No, you don’t have to have created an account before you make a purchase. During the payment process for your first concert ticket, you will need to confirm your email address and you must create a password at the end of the payment process in order to access your account to watch the films.

How do I use a Discount Code?

Discount Codes must be added when you click through to your ‘Basket’ to purchase your ticket(s). Add the code into the ‘Discount Code’ field on the right-hand side of the Basket page and click the ‘Apply Code’ button. The discount will be applied. If you are an LMP Friend, your discount will be applied automatically as soon as you have logged in with your email and password. If you have a ‘Gift Voucher’, or you have credit in your account, then you need to wait until you reach the payment page at the end of the process, and then you redeem the voucher or tick the ‘use credit’ field as part of the process.

How do I redeem a Gift Voucher or access the credit in my account to make a purchase?

If you have a Gift Voucher, or credit in your account, then these can be redeemed as part of the purchase process. This is not redeemed via ‘Basket’ but on the ‘Checkout’ page, where you add the Gift Voucher (enter the voucher ID and press ‘return’ and it will be redeemed) or tick the ‘use Credit’ field when prompted. The amount will be deducted from your final payment.

I am an LMP Friend, how do I get my discount?

LMP Friends enjoy a variety of discounts. Your discount will be applied automatically as soon as you have logged in and started the payment process. If you are not an LMP Friend then you can find out more about the scheme here.

Do I need to make a donation to buy a ticket?

No, this is simply an invitation to top up your ticket price with a small donation to support the orchestra. If you would like to make a donation, then add the amount and click the button and you will be invited to add gift aid before you then proceed through the payment process.

Is payment secure?

Yes. All sensitive data we handle is sent via SSL – this means that data is shared via an encrypted link and is completely secure.

Will I get an email confirmation/receipt when I purchase a ticket?

Yes, you will receive an email confirmation for all ticket purchases. The copy on these is generic so ignore any requests to ‘show this confirmation email on the day’ if you have purchased a ticket for an online concert. In case you cannot see the receipt in your inbox, please check your Junk or Spam folder.

I am not based in the UK, can I still access the concerts?

Yes you can! We can accept payment in GBP sterling, and when you buy a ticket you will automatically pay in the relevant currency for your location. Simply create an account and buy your ticket with a Visa, Mastercard credit or debit cards or American Express credit card and your transaction will be processed, but please note that your bank/credit card company may add extra transaction fees.

Your LMP account:

How to open an account

If you do not yet have an account on the LMP website, simply click the ‘My Account’ button at the top of the Home Page and you will be invited to register.

Accessing your account

Once you have an account on the LMP website you will be able to log in your account by clicking the ‘My Account’ or ‘My on Demand’ buttons at the top of the LMP website homepage www.londonmozartplayers.com

What happens if I can’t remember my password?

If you get an error on your password or you can’t remember it, then there will be a prompt to request a password reset. You will need to enter your email into the request, and a link to reset your password will be sent to that email address. This should arrive imminently, but do please remember to check your spam/junk folder if nothing appears.

Account settings

You can access all your settings on your ‘My Account’ page once you have logged in. You will be able to see your contact preferences, a list of ticket purchases, special offers and so on. You can also store a credit card in your account to make your next purchase more seamless.

I keep being asked about marketing preferences in the payment process, how do I stop it?

Simply click on the ‘My Account’ button and go to ‘Contact Preferences’ and click the ‘Edit’ button. When you update all the preferences you will no longer be asked related questions as part of the payment process.

Watching the concerts:

Do I need to install any software to watch the concerts?

No, you can watch concerts on your usual browser. Our videos are supported on Google Chrome, Microsoft Edge, Safari or Firefox.

How do I access and watch online concerts?

Once you have bought a ticket to an online concert, your tickets will be held on your ‘My on Demand’ page, which can be accessed via the relevant button at the top of the LMP website home page. If you have not already logged in you will be given a prompt. This page will list ALL the online concerts that you have bought tickets for, and once the concert goes live, a red ‘WATCH’ button will appear on your ‘ticket’. Click ‘WATCH’ and you will be taken to the concert page where your video will be live.

You can also access the concerts via the ‘LMP On Demand’ page; if you have paid for a ticket for a concert, then the video will be available when you visit the relevant concert page (as long as you are logged in).

How long do I have access to a concert film?

Most concerts will be available to view for six months, but some concerts only have a limited viewing time (eg 48 hours), so do check the viewing dates on the concert page when you purchase your ticket.

Do I need to be logged in to watch the concerts?

Yes, you will need to be logged in to your account to watch your videos, and you will be prompted to log in when you go to your ‘My on Demand’ page. You can access this page by clicking the ‘My on Demand’ button at the top of the homepage on the LMP website. Alternatively, you can click the ‘My Account’ button to log in.

Can I watch the concerts on different devices?

Yes. Account holders can watch our concerts at any time, as many times, and on as many devices as you like while the concert is available: computer, tablets, phone or on your smart TV (via Chromecast, or mirroring your Apple device on Apple TV). Tickets are valid for one household.

How to maximize your viewing experience

Make your video full screen by clicking the icon in the bottom right hand corner. You can share the video from your device to your television.  You can watch it through ‘Chromecast’ or on your Google Chrome browser, or by mirroring your Apple Device. Follow these links for guidance:

Sharing from Chromecast or your Google Chrome browser

Sharing from an Apple Device

Are there concert programmes?

Yes! There are for some online events, and these will be available to download for each concert. They will be released a few days before each concert and will be found on the individual concert pages.

How do I find out more about forthcoming concerts?

Sing up for the LMP monthly newsletter and you will get advance information about all our forthcoming concerts.

Troubleshooting:

In the payment process, I entered my email but instead of being asked to enter a password, I was emailed a link. Why is that?

If you have not yet set up an account then we may not have your details in the system, so we need to send you a link for you to confirm your email address at the start of the payment process. At the end of the payment process you will need to set up a password. You can also set up your account at any time via the ‘My Account’ button at the top of the page.

In the payment process, I entered my email but on the next page I realised I didn’t have a password. What do I do next?

We may have your email address in the system as you have signed up for a newsletter but you have not created an account, so therefore you will not have a password. If you click ‘Send me a link to log on’ then you will receive an email link that will take you through the payment process and invite you to create a password at the end of the process. You could also choose to create an account (click on ‘My Account’ at the top right of the home page and follow instructions) and then return to pay for your Basket contents when you have an account password.

I previously signed up for a Classical Club concert but my password isn’t working, what do I do?

We have recently updated our box office system, so your Classical Club password is no longer valid, but your email address will be recognised if you also signed up to receive our newsletter. Please reset your password via the ‘My Account’ button at the top of the home page

I added my Gift Voucher when I was in the ‘Basket’ screen but it didn’t work. What do I do now?

If you are trying to redeem a Gift Voucher rather than a Discount Code, then you will need to add it later at the appropriate point in the ‘checkout’ process rather than in the ‘basket’. Look for the prompt to enter your Gift Voucher code.

I got through to the checkout, but before paying I realised that I had forgotten to add my Discount Code. What do I do now?

Click on the ‘basket’ button at the top of the home page to return to the basket and add in your Discount Code into the field, and click ‘Apply Code’. You will then be taken through the payment process again with the appropriate discount added.

I click ‘Confirm Order’ and nothing happens.

You will need to check the box to agree to our terms and conditions before your payment can be processed.

I have problems viewing/hearing the concerts. What can I do?

  • If the concerts won’t load, there are a few things you can try to fix this issue.
  • Make sure you are connected to the Internet.
  • Make sure you are using the latest version of your chosen browser.
  • Refresh your browser page, or switch to a different browser.
  • Restart your device or use a different device.
  • Clear your browser’s cache and cookies.
  • Make sure your audio is enabled.

The quality of the online concerts is bad. What can I do?

  • Make sure you are using the latest version of your chosen browser.
  • Refresh your browser page, or switch to a different browser.
  • Clear your browser’s cache and cookies.
  • Restart your device, or switch to a different device.
  • Disconnect other devices from your WiFi network.

Whom can I contact if I have further questions?

If you have any questions that are not answered in this FAQ/Help section, please send an email to general@lmp.org or call 020 8686 1996 (answerphone out of hours). We’ll be in touch as quickly as possible. Please note we work Mon-Fri 10-6pm GMT (BST end March–end October)

Watch LMP in action right from the comfort of your own home with LMP On Demand.