Help and FAQs

Thank you for your interest in Fuel Digital! Please see below for the most common FAQs.

For questions about An Evening with an Immigrant, please see the show-specific FAQ here.

If you are looking for an email you think you should have received, please check your spam email inbox. If you cannot find what you are looking for, please get in touch with us

What is Fuel Digital? 

Fuel Digital is a brand new streaming service offering an ever-changing programme of streams, films and podcasts. 

This is an opportunity for audiences from all corners of the world to experience our content, past and present from the comfort of their own homes. As well as upcoming streams and podcast series, we’ll also be dipping into our archive to bring you some of our hit productions. 

Fuel Digital was developed through learning and evaluation of the work we’ve delivered through the pandemic. 

Subscribe to Fuel Digital and be amongst the first to receive updates about our upcoming programme of work.  

What countries is Fuel Digital available in? 

Fuel Digital is available to view worldwide, excluding Argentina, Canada, Chile, Colombia, Cuba, Mauritius, Mexico, Paraguay, Peru, and Uruguay.  

If you are in one of these countries, we are sorry you cannot watch Fuel Digital, but we thank you for wanting to support us. 

How do I subscribe? 

Before access to Fuel Digital’s content, you’ll be asked to subscribe to our database. This is a standard set up where we take your name, email and preferences. You can unsubscribe at any time.  

How do I pay for a show? 

There are no subscription fees – you pay per show. Transactions are made on behalf of Stripe. 

How do you use my data? 

Fuel’s privacy policy can be found on our website here. 

How long do I have access to my content for? 

This will change depending on the type of content you are viewing and will always be stated at the point of registration.

Which web browsers should I use to watch Fuel Digital? 

In order to watch the show, we recommend your device complies with the following 

minimum system requirements:   

  • Google Chrome (version 35 onwards) 
  • Safari (from version 9.1 onwards) on Mac OS X 10.11 and above (El Capitan) 
  • Mozilla Firefox (version 47 onwards) 
  • Microsoft Edge on Windows 10 

Please note; Internet Explorer is not a supported browser, so if you try to play the show using it, you’re likely to run into technical problems that are not easy to resolve.  

 

We recommend a sustained broadband internet connection in order to ensure the stream you are watching is smooth and of the best quality with no buffering. 

What device should I use to watch content? 

We recommend that you watch the show on a desktop computer, laptop, tablet or phone. 

Can I watch content through my TV? 

It depends on the type of TV you have and if you’re able to access the internet directly through your television, or via a cable or casting device. 

If you have a Smart TV, you may be able to use its built-in internet browser to watch.   

If you don’t have a Smart TV (i.e.. one connected to the internet), then you will need an external device such as a Chromecast to watch the show on your TV.
Please note: streams are not always created for display on a very large screen, so you might notice the HD quality is slightly reduced if watching in this way. 

I’m struggling to register an account on Fuel Digital. What should I do? 

 You may be struggling to register an account because an ad or pop-up blocker in the settings on the device you are using is preventing you from moving forward. If you can locate the blocker, please try turning it off temporarily before attempting to register again, or use a different browser and see if you can register there. You can also email [email protected] and a friendly member of the Fuel team will endeavour to get back to you asap. 

Will content be available with Audio Description? 

Yes, each presentation will be available with Audio Description. Audiences watching with Audio Description will be able to hear additional descriptions of any body language, expressions, movement or sound effects and other audio elements that are integral to the show. 

Will content be available with Captions? 

Yes, each show will be available with Captions in English. If you would like to watch the show with Captions, you can do so by toggling on the CC button at the bottom right corner of the media player on the streaming page. 

Are free tickets available for schools or other organisations via Fuel’s Community Ticket Scheme? 

A limited number of free tickets will be available to schools and community groups, via Fuel’s Community Ticket Scheme, delivered in partnership with each partner theatre. For more information about this offer, please contact Fuel’s Engagement team on [email protected].
 

I can’t login to my account on Fuel Digital. What should I do?

 If you are struggling to log into your account, we recommend that you re-set your password by following the relevant link of the webpage. If you are still having difficulty logging in, or do not receive the re-set link, please contact Fuel’s Box Office team who will be able to advise. You can reach them on [email protected] 

I’m struggling with making a ticket purchase. What should I do? 

If you are having issues purchasing a ticket for the film, please contact Fuel’s Box Office team who will be able to advise. You can reach them on [email protected] 

I need help with a technical query. Who do I contact? 

If you have a question about how to watch the stream, or are experiencing technical difficulties, please contact Fuel’s Technical Support team who will be able to advise. You can reach them on [email protected]. 

If you can, please let us know exactly what issues or error messages you are receiving (if any) – screenshots are very welcome.  

We hope you’ll understand that due to the small number of staff in our team, you may need to wait a short while before any emails sent to this account are responded to. On non-performance days, this inbox is only manned 10am to 6pm BST Monday to Friday. 

I need help with a box office query. Who do I contact? 

If you have a question about Fuel Digital, tickets or how to book, please contact Fuel’s Box Office Support team who will be able to advise. You can reach them on [email protected]. 

We hope you’ll understand that due to the small number of staff in our team, you may need to wait a short while before any emails sent to this account are responded to. On non-performance days, this inbox is only manned 10am to 6pm BST Monday to Friday. On performance days, this account will be manned from 10am, up until 15 minutes following the start of each performance. We will respond to you as soon as possible.  

I’d like to know more about Fuel Digital. How can I keep in touch? 

You can follow us on social media at @FuelTheatre, and subscribe to Fuel’s monthly mailing list

I’d like to know more about how my personal data is being used by Fuel Digital. How can I find out? 

Fuel’s privacy policy can be found on our website here. 

How do I make a donation to Fuel? 

Thank you! This can be done on our website here
 

We’d love to hear about your experience of Fuel Digital 

Fuel Digital is a new venture for us, and as a result, we’d love to hear more about your experience of using the site and watching the stream. Do please let us know how you got on by completing the audience survey after watching, or by using the feedback button on the streaming page, so we can continue to improve our online experience for you. 

Will more content be added to the platform? 

Yes! Fuel are working hard to create exciting new projects, which you’ll be able to access on the platform in due course. 

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