Frequently Asked Questions

To learn more, click on one of our FAQs below.

Please note that, although a variety of frequent topics are asked and answered, these questions and answers may be particularly helpful for Cleveland Orchestra ticket subscribers and donors.  Some links to additional resources are also included, including advice to review the set of questions in the Help menu for Adella.

     1.  Accessing the Adella Platform (Free and Premium)
     2.  Watching Adella Premium and “In Focus”
     3.  Who was Adella? (and why the app is named after her!)
     4.  Account Creation, Billing, and Problem-Solving
     5.  Questions and Feedback
  

1. Accessing the Adella platform (Free and Premium)

Do I need to create an Adella account in order to watch the free content and/or “In Focus”?

No.  Free performances and content on Adella are free to everyone and can be watched without creating an account or logging in. You will also be able to browse to see what Premium content is available (including “In Focus”), but you won't be able to watch those offerings without Adella Premium membership.

We recommend that you create a personal account, however, and choose an option for access to Adella Premium, so that you can enjoy all of this season’s online performances by The Cleveland Orchestra. As part of annual benefits, many of The Cleveland Orchestra's loyal fans and supporters are receiving Adella Premium access for free for the 2020-21 season.  You will receive temporary login credentials that give you Adella Premium access as you set your own password for your account.  (See more below.) 
 

Do I need Adella Premium to view episodes of “In Focus”?

Yes.  While anyone can enjoy the free content offered on the Adella platform, you must have access to Adella Premium in order to watch any locked premium content, including “In Focus.”  
    

Who is eligible for free access to Adella Premium?

If you are among The Cleveland Orchestra’s supporter and ticketholder groups listed here, you will be given access to Adella Premium and "In Focus" as a free benefit of your support:

  • Subscribers to The Cleveland Orchestra for the 2020-21 season;
  • Current donors of $300 or more to The Cleveland Orchestra;
  • Members Club card holders for the 2020-21 season;
  • Frequent Fan Card holders for 2020-21 — Student Advantage members can purchase a Frequent Fan Card for $50 to gain access for the entire season.

If you are in one of these groups, you will receive free credentials via email, which you will use to create your account and log-in. You will have to choose your own password and enter a valid credit card, but the card will not be charged for your free Adella Premium access.


If I’m not eligible for free access, how can I watch Adella Premium offerings?

Anyone can purchase monthly membership to Adella Premium by subscribing directly through Adella for $34.99 / month.

Alternatively, you can become a Cleveland Orchestra donor at the level of $300 or more per year.
  

How do I purchase a membership to Adella Premium?

You can sign up and pay for Adella Premium (including “In Focus”) directly through the Adella app. (Depending on your service app version, you will need a credit card and valid email address. If you are using a service such as Apple, Android, Roku, or Amazon Fire, your payment will be handled through your account for those services.)
  

If I’m eligible for a free membership to Adella Premium, how do I access it?

Some of The Cleveland Orchestra’s biggest fans receive Adella Premium access as part of yearly benefits. These include:  tickets subscribers, donors, Members Club cardholders, and students with Frequent Fan Cards.

If you are in one of these groups, you will receive credentials by email to give you free access to all Adella Premium concerts, including the Orchestra’s “In Focus” concert episodes. You weill be sent a temporary link with credentials to use in logging in and setting your own password.  Your membership will be tied to your email address. To activate your account in Adella, you will have to enter a valid credit card, but for those receiving free benefits your card will not be charged.
      

2. Watching Adella Premium and "In Focus"

What’s the difference between Adella and "In Focus"?

The Cleveland Orchestra is launching two related media products in October 2020.  First, we’re introducing Adella, which is our new online streaming service (available on most internet-enabled devices), where you’ll be able to watch or listen to a variety of Cleveland Orchestra recorded presentations, including a number of free performances and related videos available to everyone.  We’re also premiering "In Focus," a new series of premium concert broadcasts being recorded during live Severance Hall performances across the 2020-21 season.  "In Focus" was developed for subscribers and donors as part of this season, when opportunities to experience The Cleveland Orchestra in person are more limited than usual.  Subscribers and donors are being given Adella Premium access for free, which includes "In Focus" broadcasts all season long.  In addition, anyone who’s not already a donor or subscriber can purchase direct access to "In Focus" and all Adella Premium programming through a monthly membership.
   

Can I watch an episode of "In Focus" more than once?

Yes, you can watch at your convenience — beginning at the premiere and continuing for three months. "In Focus" is offered on-demand to fit your schedule. Anytime, anywhere.

Can I access Adella and “In Focus” on more than one device?

Yes, you can download the app (or use an internet browser) on as many devices as you want, and then access Adella and watch our “In Focus” premium concert series wherever you are.  You can even watch on more than one device at the same time.

I share a subscription ticket package with someone else.  How do we both get access to watch “In Focus”?

If you share a Cleveland Orchestra ticket subscription series with someone else, you’ll want to reach out to the person in whose name the series is purchased from The Cleveland Orchestra.  That person will receive information from us about creating an Adella account with Premium membership.  Then you can discuss watching together or separately from your own homes. If you want to be on the email list for Adella notifications of news and upcoming episodes, please contact adellahelp@clevelandorchestra.com.

Where can I learn more about the music and artists featured during each In Focus performance?

For the 2020-21 season, The Cleveland Orchestra is introducing a new digital program book, called Stageview.  Optimized to be viewed on your phone or other mobile device, the digital book can be read anytime, anywhere. It includes an overview of each concert, detailed listing of the musical selections, program notes, and bios of the artists, as well as other related information.

To view the digital program book . . .
text "TCO" to 216-238-0883 and follow the link that is sent to you.

You can also access Stageview directly through the internet.  To learn more, click or tap here to read our one-sheet PDF about Stageview

In addition to the digital program book, we are also creating Broadcast Guides for each part of the season (Fall, Winter, Spring).  Tap or click here to view the Fall Broadcast Guide.

To help you prepare, anticipate, and watch, we’ll also be sending our regular e-mails with information about upcoming performances to all Adella Premium households.
   

Is there a “best” way to watch “In Focus”?

“In Focus” is recorded with high definition video and audio.  For an ideal digital concert experience, we recommend watching these presentations on a TV connected to a high-quality audio system.  Of course, when your schedule is on the go, you may want to watch on a tablet or other mobile screen with a set of good headphones.
    

How do I add videos/performances to my watch list?

Adella allows you to mark or save videos to “My List” to watch again or view later.  A grouping called “Continue Watching” is also automatically created to give you quick access to concerts or videos you have recently viewed.

I want to watch "In Focus" on my large-screen television rather than on my phone, but it seems complicated.  Can you help me?

We've tried to create Adella to make it easy to view on different devices, including your TV. But how you get the picture onto your television will depend on several things, and will depend on the age of your TV and which app services you have installed.

If you use Roku, Amazon Fire, AppleTV, or AndroidTV to view your favorite channels, you should be able to download Adella as an app. Once you've done so, Adella will would show up as an icon next to other streaming channels like Netflix, Hulu, or PBS. If a friend or family member helped you set up your television, you may want to ask them to help you do this. Once the app is on your TV, you can return to Adella as often as you wish, to watch more great Cleveland Orchestra performances.

If you don't have one of the above services, but your TV has an internet browser, you can also enter "www.adella.live" directly into the browser address bar. This won't be as convenient as an app, but you should be able to log-in each time and watch new (or existing) episodes and offerings.

We're here to help you. We know that the whole process can seem complicated. Don't hesitate to call the Adella Helpline at 216-456-8401 during our regular hours and we'll gladly help guide you through the steps.
  

Can I use Chromecast to watch Adella and "In Focus" performances?

Yes.  If you have Chromecast, you can broadcast Adella performances to your TV from your computer, tablet, or smartphone. You will find the Chromecast icon in the bottom right-hand corner of the performance video. Click the icon to begin your Chromecast. Use the same icon to disconnect. Please note that your phone, tablet, or computer must be on the same wireless network as your Chromecast to connect.
  

3. Who was Adella? (and why the app is named for her!)

Born in Cleveland, Adella Prentiss Hughes grew up to be a music impresario and community leader.  In 1918, after managing a group that brought visiting orchestras to Cleveland, she founded The Cleveland Orchestra, convinced that her hometown deserved a great orchestra of its own.  She served as the ensemble’s general manager for fifteen seasons, with a clear vision for the institution she had created and for what its future could be.

It is for these reasons that we’ve named our new digital streaming service in honor of Adella’s pioneering spirit.  We hope that this 21st-century Adella will open a new chapter for The Cleveland Orchestra and carry this world-renowned ensemble further into today’s vibrant and multimedia-connected future.
    

4. Account Creation, Billing, and Problem Solving

I purchased Adella Premium directly through the Adella website or app. How do I update my billing information?

How you change or update your billing will depend on how you set up your account.  If you purchased your monthly membership by entering your credit card information directly onto Adella, you can makes changes via the Billing Settings page.  However, if you downloaded an app and subscribed via an Apple, Android, Amazon, Roku, or Google, you’ll need to update your payment information through the corresponding app store or service.

Is my payment information secure?

The Cleveland Orchestra has evaluated the payment processor and procedures of our vendor (Vimeo) to meet applicable security protocols and requirements.  Through auditing, Vimeo has certified these to be PCI Service Provider Level 1, which is the most stringent level of security available.  We are committed to monitoring Adella and to ensure the safety of every digital guest’s information.

When will I be charged for my monthly subscription to The Cleveland Orchestra: In Focus premium concert series?

You’ll be charged on the same day each month, either directly to your credit card (if you purchased directly on Adella), or via your app service (Apple, Android, Amazon, Roku).  The day of your payment should correspond to your initial date of purchase.  For example, if you started your subscription on November 10, your payment will be processed on the tenth day of each subsequent month.

I’m watching through a computer browser.  Which browsers do you recommend?

Having the most up-to-date version of a browser helps guarantee glitch-free viewing and operations.  We recommend the following browsers for watching our concerts and accessing this content:

  • Google Chrome — OSX, Windows, Android — Version 69+
  • Mozilla Firefox — OSX, Windows — Version 58+
  • Safari — OSX, iOS — Version 10+
  • Microsoft Edge — Windows — Version 15+
        

How do I cancel my subscription?

Detailed instructions for cancelling are included in the “Help” menu of the Adella app.  You will need to contact the service that connects with your payment, but how you do so will vary on the app version you are using (Apple, Android, Amazon, Roku). 

When you cancel your subscription, you should receive a confirmation by e-mail.  Please note, that your access to Adella Premium content will continue until the end of your billing cycle.

5. Questions & Feedback

What if I have additional questions?

If you have more questions after reading through these online FAQs and Adella’s “Help” section, Cleveland Orchestra representatives are ready to help you.  We can be reached through the Adella Helpline by calling 216-456-8401 (Mon-Tue-Wed 9 a.m. to 6 p.m. or Thu-Fri-Sat noon to 9 p.m.) or by sending an e-mail to adellahelp@clevelandorchestra.com.

How do I contact The Cleveland Orchestra with feedback or suggestions regarding the new Adella streaming service and/or In Focus?

Adella is a brand-new service we’ve built for friends and fans of The Cleveland Orchestra.  We’d like to hear how well it’s meeting your needs.  If you’re asked to fill out a survey, please participate. If you have specific comments, please send them by e-mail to: mscott@clevelandorchestra.com.

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