TSO On Demand: Frequently Asked Questions

What is TSO On Demand?

TSO On Demand is the Toronto Symphony Orchestra’s on-demand digital platform, offering a series of 60–75-minute TSO ensemble performances recorded at Roy Thomson Hall with additional behind-the-scenes content from special guests. Through TSO On Demand, passholders can access unforgettable orchestral experiences worldwide.

Concerts will be available for passholders to watch on demand for seven (7) days after their initial release.

TSO On Demand content is available to purchase at TSO.CA/OnDemand. Patrons must have a registered TSO account to purchase passes and access performances.

Question Categories:

  1. Passes
  2. Orders & Payments
  3. Manage My Account
  4. How to Watch
  5. Troubleshooting

Quick Links

Passes

How do I buy a pass?

Single-concert passes to TSO On Demand can be purchased at TSO.CA or by calling Patron Services at 416.598.3375, Monday–Friday, 9:00am–5:00pm.

See a complete list of TSO On Demand performances at TSO.CA/OnDemand.

How do I access my performance?

Once your ticket order has been processed, your TSO On Demand concert will appear under “My Digital Content” in the “Account” section.

A screenshot of the My Upcoming Events screen in a patron's TSO account.

The “View Event” link will activate at midnight on the performance release date. By clicking this link, you will be transported to the TSO On Demand performance.

Following the performance release, concerts will be available for passholders to watch as often as they like in the “My Digital Content” section of their account for seven (7) days.

A screenshot of the My Digital Content screen in a patron's TSO account showing an upcoming available performance.

How long will my TSO On Demand performance window remain open?

Each recording will be available for seven (7) days after its release and can be viewed an unlimited number of times during that period.

Can I purchase a pass for someone else as a gift?

TSO On Demand performances are directly tied to the account of the person who purchases the performance. TSO On Demand passes are non-transferrable. If you’d like to give the gift of a TSO On Demand performance, consider purchasing a TSO Gift Certificate. Gift Certificates may be redeemed for any TSO On Demand or in-person performance.

Gift Certificates for Toronto Symphony Orchestra performances may be purchased online or by calling Patron Services at 416.598.3375. Learn more about Gift Certificates.

Passes for TSOUNDCHECK Members

TSOUNDCHECK members may purchase TSO On Demand performances at a special price, if you were between 15 and 35 years of age prior to September 23, 2020.

Learn more and register for TSOUNDCHECK at TSO.CA/TSOUNDCHECK.

Orders & Payments

What payment methods do you accept?

TSO On Demand performances are available for purchase online at TSO.CA/OnDemand or by calling Patron Services at 416.598.3375, Monday–Friday, 9:00am–5:00pm. We accept Visa, MasterCard, and American Express.

Patrons with a credit on their TSO account may purchase TSO On Demand performances through Patron Services.

What action can I take with unwatched TSO On Demand performances?

With TSO On Demand, you have up to seven (7) days to enjoy the performance and watch it as many times as you like! Given this flexibility, TSO On Demand passes are non-refundable and non-transferable.

If you have any questions regarding your passes, please contact Patron Services prior to your TSO On Demand performance by calling 416.598.3375 or emailing contactus@TSO.CA. Representatives are available to assist you Monday–Friday, 9:00am–5:00pm.

Manage My Account

How do I create an account?

In order to purchase passes and access TSO On Demand performances, you must have a registered account with the Toronto Symphony Orchestra.

You can create an account online here.

If you think you already have an account, you can log in here.

How do I reset my password?

To reset your password, please follow these steps:

  1. Visit the TSO login page then click on “Forgot Password?”
  2. Enter your email address and click “Submit”.
  3. Check your email for the link to complete your password reset.

If you do not receive an email within 15 minutes, check your spam folder.

If the email is not in your spam folder, repeat the above steps.

If you still have issues, please contact Patron Services at 416.598.3375, Monday–Friday, 9:00am–5:00pm.

How do I change my email address or account information?

Patrons can update their contact details, such as email address, mailing address, and billing address, directly under “Account” once they have logged in to their profile.

  1. Log in to your account.
  2. In the top right-hand corner, click on “Account”.
  3. Click on “Account Info”.
  4. Update the information you wish to update, enter your password, and click “Save Changes”.

Patron Services is also available to assist with any changes and can be contacted at 416.598.3375, Monday–Friday, 9:00am–5:00pm.

How to Watch

How do I access my TSO On Demand performance?

When your performance is available, log in to your account. Under “My Digital Content”, you will see the applicable TSO On Demand performance and a “View Event” link.

The “View Event” link will activate at midnight on the performance release date. When you click on this link, you will be taken to the TSO On Demand performance page.

Once the performance is released, the concert will be available for passholders to watch on demand in their account for seven (7) days.

How can I watch TSO On Demand performances on my TV?

You can enhance your TSO On Demand experience by streaming the performance to a TV via Chromecast, Apple TV, AirPlay, and Amazon Fire TV.

Audiences can also directly connect a personal computer to a TV using an HDMI or other cable. Find instructions here.

Learn more about these options below.

How do I connect Chromecast to watch TSO On Demand performances?

If you have Chromecast, you can broadcast TSO On Demand performances to your TV from your computer, tablet, or smartphone.

On the event page, open the Chrome menu in the upper-right corner of the window (or the “View” menu) and select “Cast”.

Select your Chromecast source (consider selecting “Chrome Tab”) and your Chromecast destination. Chromecast will then be connected and video will begin playing on your TV.

To disconnect from Chromecast, click the blue “Stop” icon next to your casting destination.

If there are any issues with the Chromecast stream, try setting the video to a lower quality.

More information on casting to Chromecast can be found here.

How do I connect AirPlay and Apple TV to watch TSO On Demand performances?

If you have Apple TV, you can watch TSO On Demand performances on your television from your Apple device. Simply tap the AirPlay icon on your Apple device and share TSO On Demand to your Apple TV or AirPlay 2–enabled smart TV.

The AirPlay logo

More information about AirPlay can be found here.

More information about Apple TV can be found here.

Can I use external audio systems or soundbars with TSO On Demand?

You can use external audio systems or soundbars to enhance your TSO On Demand experience. Please consult the connection guide supplied by your device manufacturer for pairing instructions.

What are the browser and system requirements for TSO On Demand performances?

TSO On Demand performances are streamed through the Vimeo platform.

You can access TSO On Demand from a PC running Windows 7 or later, or a Mac running macOS Sierra (10.12.6) or later.

You will also need to use the most up-to-date version of Chrome, Firefox, Microsoft Edge, or Safari.

Can I watch TSO On Demand performances on my mobile device?

Most Apple (iOS version 12.4 or later) or Android (Lollipop version 5.0 or later) mobile devices should be able to access TSO On Demand.

If you are using a Samsung phone, we recommend installing the Chrome browser, as the Samsung internet browser is not supported.

Please note that TSO On Demand may not work on BlackBerry or Windows phones.

More information on network and browser requirements for viewing streams can be found here.

Are the concerts available on CD/DVD/Blu-ray?

Recordings of TSO On Demand performances are not available for purchase at this time.

Can I record or download concerts?

Due to copyright restrictions, it is not permissible to record or download TSO On Demand performances.

Troubleshooting

Troubleshooting tips

  • Check your internet connection and test your speed.
  • Try restarting your browser, app, or device.
  • If you are trying to cast videos to your TV, confirm that all of your devices are on the same Wi-Fi network.
  • Try closing browser tabs that aren’t in use.
  • Try clearing your browser history or cache.
  • Make sure you are using the Chrome, Firefox, Safari, or Microsoft Edge browsers and apps, and that they have been updated with the latest versions.

Why won't my video play?

A slow internet connection could be the problem. Check your location and the number of devices connected to your network. Both of these factors can slow things down.

A weak internet connection can also cause issues. Check the strength on your device; if it is low, try moving closer to your Wi-Fi router.

Please be sure the device and internet browser you are using meet the system requirements for streaming TSO On Demand performances.

TSO On Demand performances are streamed through Vimeo. Find a complete list of network and browser requirements for viewing streams here.

Find more information on playback quality and buffering issues here.

What are the TSO On Demand internet-speed recommendations?

Low internet speeds or an inconsistent connection can interfere with streaming TSO On Demand performances.

For consistent, high-quality streaming, we recommend a 7.0 Mbps internet connection or better.

How do I clear my browser cache?

Clearing your browser cache may resolve issues with viewing and playing TSO On Demand content.

Steps for how to clear your browser cache are listed below.

Please note that clearing your browser cache will remove cookies and other files that may be storing your login information on other sites, and you may be required to log in again.

Chrome
Mac & Windows
At the top right of your browser, click “More”. (It may appear as three dots in a vertical line or an upward arrow icon, depending on the version you are using.)

  1. Select “More Tools”.
  2. Select “Clear Browsing Data”.
  3. Select a time range. 
    • To delete everything, select “All time”.
  4. Check the boxes for:
    • Cookies 
    • Other site data 
    • Cached images and files 
  5. Click “Clear data”. 

Edge
Windows

  1. Click the hub icon, (It may appear as three dots in a horizontal line, depending on the version you are using.)
  2. Click “History”.
  3. Select “Clear browsing data”.
  4. Check the following boxes:
    • Cookies and other site data 
    • Cached data and files
  5. Click “Clear now”.

Firefox
Mac

  1. Select the “History” menu at the top of the screen.
  2. Click “Clear Recent History”.
  3. In the drop-down for “Time range to clear:”, select “Everything”.
  4. Ensure that the box labelled “Cache” is the only box checked.
  5. Click “OK” to confirm.
  6. We recommend that you restart or refresh Firefox. 

Windows

  1. Select the “Firefox” menu (found in the top-right corner of the screen).
  2. Select “Library”.
  3. Select “History”.
  4. Select “Clear Recent History”.
  5. In the drop-down for “Time range to clear:”, select “Everything”.
  6. Check the box labelled “Cache”. 
  7. Click “OK”.
  8. We recommend that you restart or refresh Firefox.

Safari
Mac

  1. Click “Safari” in the menu bar.
  2. Select “Preferences”.
  3. Select the “Privacy” tab.
  4. Choose “Manage Website Data”. 
  5. Click “Remove All”. 
  6. Click “Remove Now” to confirm. 

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