Frequently Asked Questions

Find your answers on how to access Brandenburg One here.

We are here to help.

Please click on the relevant topic from the list below to be directed to the answer.

Brandenburg One | Public Collection, Premium Collection & Subscriber Access 

1. I can’t remember my email address.
2. I can’t remember my password.
3. Can I access the Premium Collection?
4. I registered for an account and I still can’t access the Premium Collection.
5.I reset my password and I still can’t access the Premium Collection.
6. When will new videos be released and how will I know what’s coming up? 
7. I am not a subscriber, can I pay to access the Premium Collection?
8. How can I find a specific music piece?
9. I have problems logging in, even though I remember my login and password?
10. The video I want to see is not playing/has an error message?
11. Can I sign up for a mailing list to get notified when new videos will be available?
12. How do I watch a Digital Première if I'm a subscriber/have Premium Collection access?
13. I am a subscriber/have Premium Collection access and need help.


Technical Questions & Smart TV Viewing

14. I want to stream a Brandenburg One video to my Smart TV?
15. How do I collapse the video or get back to the webpage?


Digital Première Passes (Single Tickets)

16. How do I book a Digital Première Pass?
17. How do I watch the Digital Première? Do I need to log into Brandenburg One?
18. Help! I've started watching late!
19. I haven't received an email or link to watch the Digital Première?
20. I'm still seeing the 'Coming Soon' video?
21. I need assistance with the Digital Première?


 

1. I can’t remember my email address.  
If you have entered the incorrect email address you may receive an error saying “email address not found.” The email address connected to your Brandenburg account is the one you last used to subscribe, purchase single tickets or to make a donationIf you are having trouble or cannot remember your email address, please call 1300 782 856 and one of our friendly Box Office team will be able to help you! 

 

2. I can’t remember my password.  
Visit one.brandenburg.com.au and select ‘Premium Collection’. A pop-up box will appear. Select ‘Forgot Password’ in the bottom left-hand corner and type in the email address associated with your Brandenburg account. This is the email address you most recently used to purchase a subscription or single tickets or make a donation. Then press ‘Reset Password’. You will receive a reset password email in your inbox - this may take up to 2 minutes to arrive. If you do not receive an email, please make sure to refresh your email inbox and check your junk folder.

 

3. Can I access the Premium Collection 
The Premium Collection is available exclusively to our current Classic, Compose Your Own and Brandenburg One subscribers. Non-subscribers can access the free Brandenburg One Public Collection. If you would like to purchase a 12-month Brandenburg One digital subscription, you can do so at any time by clicking here.


4. I registered for an account and I still can’t access the Premium Collection 
The Premium Collection is only available for current Classic, Compose Your Own and Brandenburg One subscribers. If you are a subscriber but still cannot access the Premium Collection, check that your email address and password are those for your Brandenburg account – this is the account you last used to subscribe, purchase single tickets or to make a donation. If you are still having issues with access, email us at tickets@brandenburg.com.au or call on 1300 782 856. Our Box Office team are currently working remotely from 9am-5pm, Monday-Friday.


5. I reset my password and I still can’t access the Premium Collection.   
The Premium Collection is only available for current Classic, Compose Your Own and Brandenburg One subscribers. If you are a current subscriber but still cannot access the Premium Collection, check that your email address is the one used on your Brandenburg account – this is the account you last used to subscribe, purchase single tickets or make a donation. If you are still having issues with access, email us at tickets@brandenburg.com.au or call on 1300 782 856. Our Box Office team are currently working remotely from 9am-5pm, Monday-Friday.


6. When will new videos be released and how will I know what’s coming up?   
New videos will be released every fortnight, with regular email alerts and social media posts giving a preview of what’s available. To receive these alerts, make sure you subscribe to our e-newsletter and follow us on Facebook and Instagram.


7. I am not a subscriber, can I pay to access the Premium Collection 
Yes! To access the Premium Collection you can purchase a 12-month Brandenburg One digital subscription at any time by clicking here.


8. How can I find a specific music piece?  
You can search through the videos we have available by scrolling across the video carousels. Move your mouse to the edge of the screen and click the orange arrow icon to move left and right.


9. I have problems logging in, even though I remember my login and password? 
If you are having issues with logging in, we recommend trying to reset your password. If issues continue, please email us at tickets@brandenburg.com.au or call our friendly Box Office team on 1300 782 856. Our Box Office team are currently working remotely from 9am-5pm, Monday-Friday.


10. The video I want to see is not playing/has an error message? 
We recommend refreshing your browser page. If the problem persists, make sure that you have the latest version of your internet browser installed and that your network connection is up and running. If the error persists, try temporarily disabling any active browser extensions, firewalls, or proxies that may be preventing a successful connection. You can report any unresolved issues to tickets@brandenburg.com.au


11. Can I sign up for a mailing list to get notified when new videos will be available?  
Yes, you can sign up to receive notifications about new Brandenburg One content by subscribing to our e-newsletter here.

 

12. How do I watch a Digital Première if I'm a subscriber/have Premium Collection access?
You will receive an email on the day of the Digital Première containing instructions on how to log in to access the performance. To receive a reminder about the concert and access to the program beforehand, make sure you subscribe to our e-newsletters here. Didn't get a concert email? Don't worry! Log into your Brandenburg One account where the concert will be available to watch on-demand at any time. As a subscriber with Premium Collection access, there is no time-frame for watching the concert - you can enjoy it again and again for the duration of your subscription. 

 

13. I am a subscriber/have Premium Collection access and need help.
You can contact us by emailing subs@brandenburg.com.au or calling 1300 782 856 to receive help from our friendly Box Office team.

 

14. I want to stream a Brandenburg One video to my Smart TV?
In order to stream the broadcast to your Smart TV you will need to stream your  internet browser window, and then expand the video. Instructions on how to do this for Chromecast are here, using the Google Home App here, and Airplay to Apple TV here. To expand the video hover your mouse over the video (or press the video if on mobile) and select the expand icon. 

 

15. How do I collapse the video or get back to the webpage?
Hover your mouse over the video (or press the video if on mobile) and select the expand icon. The icon depicts four arrows pointing outwards.

 

16. How do I book a Digital Première Pass?

  • Step 1 • Head to the concert page here and click the ‘Find Tickets’ button next to the 'Brandenburg One' performance
  • Step 2 • Select '1' from the dropdown menu and click the 'Purchase' button to continue. The next page will show the 'Digital Pass' in your purchase cart. Please follow the checkout procedure and prompts to complete the purchase. If you have several members in your household who are interested in watching the digital première, you can all share the same pass and do not need to purchase one per person. However, if you would like to make a donation you can do so here.
  • Step 3 • Ensure you have received an email confirming your Digital Pass for the Digital Première. Please do not delete this email, as this is your proof of purchase and may be required for future reference.
  • Step 4 • A private link will be sent ahead of the 5:00PM performance to the email address with which you purchased the pass. This link will take you to the webpage where you can enjoy the performance; the performance will remain online and available for you to rewatch for 48 hours.

 

17. How do I watch the Digital Première? Do I need to log into Brandenburg One?
You will receive an email on the day of the performance containing a link to watch the Digital Première. This email will be sent to the email you booked with - please make sure to check your junk email folders on the day and whitelist emails from mail@brandenburg.com.au. You do not need to log into Brandenburg One to watch the performance if you have purchased a Digital Première Pass.

 

18. Help! I've started watching late!
You can watch any Digital Première for 48 hours from the start date and time – so no need to worry if you’re late to watch! 

 

19. I haven't received an email or link to watch the Digital Première?
The performance will be available from 5:00PM AEDT on the day. If you didn’t receive the link or a booking confirmation, check your booking confirmation - those who purchase after 3:00PM the day before the performance will receive the performance link in this email. If you still have not received a link, please contact our Box Office team by calling 1300 782 856 or by emailing tickets@brandenburg.com.au

 

20. I'm still seeing the 'Coming Soon' video?
You will need to refresh the page as you may have opened the link before 5:00PM AEDT. 

 

21. I need assistance with the Digital Première?
If you have any questions please contact our friendly Box Office by calling 1300 782 856 or by emailing tickets@brandenburg.com.au

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How to access Brandenburg One

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Q

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A

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