Frequently Asked Questions: Adella

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

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?

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 2021-22 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, including:
    • Curated packages
    • Create-Your-Own
    • Members Club
    • Frequent Fan Card holders
  • Donors who are part of the Stand Partners monthly giving program at $25/month or more, or donors who give $2,500 or more to the Annual Fund.

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

If you qualify for Adella Premium as a free benefit, you will receive free credentials via email, which you will use to complete your account log-in and set your own password.

If you had Adella Premium as a free benefit last season and you still qualify, your free access has been extended and you do not need to do anything to continue to enjoy the programs on Adella.

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 $15 / month or $120 annually.

How do I purchase a membership to Adella Premium?

You can sign up and pay for Adella Premium (including “In Focus”) at adella.live and click “Subscribe.” You will need a credit card and valid email address.

Watching Adella Premium and In Focus

What’s the difference between Adella and In Focus?

The Cleveland Orchestra has launched 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 Jack, Joseph, and Morton Mandel Concert Hall performances across the 2020-21 season.  "In Focus" was developed for subscribers and members as part of this season, when opportunities to experience The Cleveland Orchestra in person are more limited than usual.

What is the difference between In Focus and a live, in-person concert?

Episodes of In Focus: Season 2 are not full broadcasts of weekly, live, in person Severance concert performances. Each episode of In Focus features some of the pieces recorded at a live performance but the one hour programs also includes behind the-the-scenes interviews and features about the music and music-making.

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.

We recommend that you create your Adella account on the adella.live website first and then use your login information in any of the available apps.

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. 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?

Each episode has a print-friendly PDF program book to go along with it. To learn more about the music for whichever episode you're interested in, please visit here. You can find access to each program book from its respective episode page on our website (use the "View Details" option).

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 I could use some help. Can you help me?

We've made Adella 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.

We recommend that you create your Adella account on the adella.live website first and then use your login information in any of the available apps.

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. As an alternative to the app version, you can still log in and watch new (or existing) episodes and offerings.

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.

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.

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.

Questions & Feedback

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 sending an e-mail to adellahelp@clevelandorchestra.com.