Trolls LIVE! | Frequently Asked Questions

Don’t see your question answered below? Contact us and we will be happy to assist!

  • COVID-19 (Coronavirus)

    Are there any risks of exposure to the COVID-19 (Coronavirus) in attending your show?

    Safety is of outmost importance and our top priority. As part of our commitment to the health and well-being of our artists, employees and audiences, we are carefully monitoring the situation and are implementing safety measures on a regular basis to prevent transmission of the disease. 

    As we operate all over the world, our procedures are updated daily and are broken down into as many specific and dedicated measures for each region of the world and for each project. We are also in regular contact with local authorities and our business partners and are working in concert with them to provide a work and performance environment that meets the highest standards of health and safety in an always evolving situation.

     

    What are the measures taken by VSTAR ENTERTAINMENT GROUP to protect its employees and its audience members against the Coronavirus?

    As the COVID-19 situation is evolving quickly, we are adapting and implementing safety measures on a daily basis to prevent transmission of the disease; measures that are broken down into as many specific and dedicated measures for each region of the world and for each project. These measures include, but are not limited to:

    • Minute-to-minute monitoring of local public safety measures and following regulations to be applied immediately on every show;
    • Employees dedicated to sanitizing have been added to already existing crew and frequency of sanitizing operations increased;
    • Isolation, for at least 14 days, and close medical monitoring of employees having travelled to high risk zones;
    • Monitoring of health for all employees, artists and crew on tour or at any of our offices in the world;
    • Limiting physical contact from artists with public;
    • Sanitizing operations onsite before, during and after performance;

      Reminders with signage about basic hygiene practices across all operations, onsite and back stage (washing hands, coughing inside your elbow, avoiding touching face)

    • Collaborating daily with local authorities and our business partners and working in concert with them to provide a work and performance environment that meets the highest standards of health and safety

     

    Can you assure us that no one on your staff and company has travelled and presents a risk to your spectators?

    As our shows are performed around the world, we are ensuring close monitoring of employees having travelled to high risk zones; Any person coming back from one of these regions, for professional or personal reasons, will be obligated to isolate themselves, away from the workplace, for 14 days upon their return. The Group is implementing this mandatory measure to avoid any possibility of propagating the virus to colleagues and audience members.

    The Group is following the Centers for Disease Control and Prevention travel restriction guidelines and is avoiding all non-essential travels to all high-risk areas. The company is also asking all employees to avoid these regions for personal travel.

     

    Will shows be cancelled? Will tour plans change?

    We continue to closely monitor the situation and assess the impacts on our touring calendar and international mobility, as we avoid high-risk areas and face border disruptions and mandatory quarantines in some parts of the world.

    We are collaborating daily with local authorities and our business partners and are working in concert with them to provide a work and performance environment that meets the highest standards of health and safety in an always evolving situation. In the event of changes in our show schedule, customers who purchased tickets will be notified by their original point of purchase. Additionally, we will be updating our website and Facebook pages should any changes occur.

     

    In the event of show cancellation or postponement will customers be reimbursed?

    In the eventuality of changes in our show schedule, customers who purchased tickets will be contacted directly and informed of the reimbursement or report process by their point of purchase.

    If you have a question about whether a show will be cancelled, please contact talk@vstarentertainment.com

  • When will Trolls LIVE! be near me?

    Check out our tour plan on the ‘Cities & Dates’ page and find the city closest to you. Can’t find a show near you? New dates are being added all the time, so be sure to continue to check for updates or sign up for our mailing list to receive tour announcements for your area.

  • How do I receive a password to purchase presale tickets?

    In order to receive a presale password, you must be registered for our mailing list. To sign up, visit this page.

  • How and where can I purchase tickets?

    Check out our 'Cities& Dates’ page for a full list of shows scheduled. Once you find a show in your area, click on “Buy Tickets” for all the specific information you need to order tickets. You may also contact the venue listed for your city for more information.

    Be sure you purchase tickets only from the links on trollslive.com, or through your local venue’s website. Secondhand distributors are NOT official ticketing sites. Tickets purchased through these re-sellers and non-official ticketing sites may not be valid. If you have questions, call your local venue's box office. VStar Entertainment Group is not able to address or resolve any issues related to “secondary” or re-sale transactions and/or tickets.

    Phone: Tickets are available over the phone by calling your local theater’s box office. In Person: Save on ticketing fees by purchasing in person! Tickets are available for purchase the venue box office. Please check your local venue for operating hours.

  • How much do tickets cost?

    Ticket prices vary depending on availability in your city and the seat location in the theater. It’s best to check current ticket prices by selecting your city on our Tickets Page.

    For assistance with ticket prices in your city contact your local venue’s box office or VStar Customer Service at talk@vstarentertainment.com 
     
  • At what age do I need to purchase a ticket for my child?

    Everybody who has reached their first birthday requires a ticket.  Please note, public event laws vary nationwide from county to county and some venues may require all patrons, regardless of age, to have a ticket. Please contact your local venue to confirm their specific policy.

  • What is the VIP Package?

    Join the Trolls LIVE! VIP Party! The VIP Package perks includes:
    Premium main floor seating in one of the first few rows (first row reserved for Diamond VIP Package)
    Meet and Greet opportunity with Poppy and Branch
    VIP merchandise item and souvenir lanyard
    Sing-a-longs, exclusive photo ops and more!
     
    Enjoy the Upgrade to the Diamond VIP Package* upgrade which includes:
    All the VIP Package perks
    Upgraded front row seating
    Exclusive glitter tote bag
     
    *Available in select cities only.

    VIP package purchasers should go to the check-in table prior to the event to pick up the VIP information packet. Each adult and child (age 1 and up) in a group must have a VIP Ticket. Patrons will be directed where to go for the after-show event. The Meet & Greet VIP event will start shortly after the end of show and lasts approximately 40 minutes. Latecomers may miss the opportunity.

    Don’t forget your camera – you’ll want to capture every moment!

    Parents, please note that some of our Meet & Greet characters are full-body, human costumes. While most children are excited to meet the characters up-close, others can feel frightened. If your child is scared or hesitant to meet the characters, we recommend moving to the back of the line; this will allow your child the extra time he/she may need to warm up to the characters and see how they interact with other children present.

    A VIP ticket must be purchased by a parent/guardian along with the child’s VIP ticket. Children are not allowed access without a VIP paid adult. Please note, public event laws vary nationwide from county to county and some venues may require all patrons, regardless of age, to have a ticket. Please contact your local arena to confirm their specific policy.
  • How do I buy VIP Tickets?

    VIP Tickets are located in the first few rows of each venue. Tickets will be labeled “V.I.P.” or ”P1”.    

    On Ticketmaster: You can find VIP by selecting them on the seat map or filtering for “Best Seats” during the seat selection process. Be sure your filter is set to include VIP tickets. If you’re experiencing issues with the Ticketmaster System, we recommend contacting their customer service line at 1 (800) 653-8000

    Other ticketing systems: VIP seats are most easily found by selecting seats on the seat map. For assistance, please contact your local venue’s box office. 

    For other assistance contact VStar Entertainment at talk@vstarentertainment.com
    **Please note the V.I.P. Meet & Greet cannot be purchased separately or added to previously purchased tickets.
     
  • Should I buy my tickets ahead of time?

    We strongly encourage you to purchase tickets in advance to ensure the availability of the seats in the location or price level you want. However, as long as they are available, seats remain on sale until performance time.

  • What can I expect at a Trolls LIVE! show?

    Trolls LIVE! provides a unique entertainment opportunity for you and your child where they can see some of their favorite characters live. As one of your child's first theatrical performances, it marks the beginning of a lifelong journey of enjoying and learning through live performance. Here are a few things to remember as you plan your visit.

    Most children are familiar with entertainment that happens on television and computer monitors. Explain that this will be different, because there will be a story happening live in front of them. The story doesn't stop if you leave the room, but there will be a break in the middle.

    Please also note that during the show there may be flashing lights and spotlights, strobe effects, loud music and noises and there may be confetti at the end.

  • Is my child old enough to see Trolls LIVE?

    The specific appropriate age range for children is 4 to 11 but, as a live stage experience, Trolls LIVE! is shared and enjoyed by the entire family. We love seeing children and their parents and grandparents all coming together to enjoy our productions.

  • What characters are in the show?

    Check out a full list of characters HERE! The Bergens from the Trolls movie do not make an appearance in the live show.

  • How early should I arrive?

    Doors open one hour prior to showtime. Allow ample time for traffic, parking delays, and entrance to the venue. Once you arrive, you may want to take your child to the restroom and get refreshments in order to be seated and ready by show time.

  • Is there a discount code?

    We offer discounted tickets for active and retired members of the U.S Military including the National Guard, Reservists and the U.S Coast Guard. We also offer a discount for first responders including police officers, firefighters, EMT & paramedics.

    This discount is only available at the box office. Must show ID. Excludes Gold Circle & VIP Tickets.

    For other discounts sign up for our email list for updates on any upcoming exclusive offers.

  • Do you offer any special ticket pricing for large groups?

    Yes. You can obtain additional information by contacting your local venue.

  • Can I refund or exchange my tickets?

    Tickets are non-transferable and non-refundable. If a cancellation were to occur, it will be posted to our social media pages with details on exchanges or refunds.

    We are not able to refund your tickets if you forgot about and missed your chosen performance, so please be sure to keep track of the date and time you plan to attend the show.

  • Can I bring a camera?

    Yes, we wouldn’t want you to miss the opportunity to capture this special moment in a child's life! However, professional photography and videotaping are strictly prohibited without prior written consent from VStar Entertainment Group. Even if your camera gear just appears professional, you may be asked to take it out of the performance space.

    Many of the venues we visit have their own camera policies, which their staff members must enforce. We recommend checking your local venue's policy, too, just to be sure!

  • What is your photo consent policy?

    The Trolls LIVE! event you attend may be professionally photographed, videotaped and recorded.

    By attending, you agree that the event for which you purchase tickets is a public event, that your appearance and actions inside and outside the venue where the event occurs are public in nature, and that you have no expectation of privacy with regard to your actions or conduct at the event. You grant permission to us to utilize your name, image, likeness, acts, poses, plays, appearance, movements, and statements in any live or recorded audio, video, or photographic display or other transmission, exhibition, publication or reproduction made of, or at, the event (regardless of whether before, during or after play or performance) for any purpose, in any manner, in any medium or context now known or hereafter developed, without further authorization from, or compensation to, you or anyone acting on your behalf.

  • Accessibility Information

    We believe in making Trolls LIVE! an enjoyable experience for all families. To assist in making your Trolls LIVE! experience the best it can be, here is some information about our show. 

    ADA Seating: ADA seating is available at all performances – including VIP. For assistance purchasing ADA seating, please contact your local venue’s box office.

    Lights: Trolls LIVE! features theatrical lighting and strobe effects that may shine into the audience. 

    Sensory Provisions: Please reach out to your local venue to learn about their accommodations. 

    Sound: Trolls LIVE! has a sound level of 90dB with the occasional peak at 100dB. 

    Special Effects: There is a confetti cannon used in the finale of each performance.  

    Please contact your local venue to learn more about their specific services. 
     
  • Costume Policy

    In an effort to maintain a safe and family-friendly environment for all Guests, we ask that the following wardrobe guidelines be adhered to for all Trolls LIVE! performances:

    • Masks and/or facial coverings that obscure or prevent identifying a person may not be worn by Guests 13 years of age or older (unless for medical purposes).
    • Family-friendly costumes are permitted but cannot be offensive, intrusive, violent or include any weapons that resemble or could easily be mistaken for an actual weapon.
    • Guests in-costume may not pose for pictures or sign autographs for other Guests.
    • Clothing with objectionable material, including obscene language or graphics are prohibited.
    • Clothing with multiple layers are subject to search upon entry.
    • We reserve the right to deny admission to or remove, without refund, any ticket holders wearing attire that is considered inappropriate or attire that could detract from the experience of other Guests. 
     
  • How can I become a performer in Trolls LIVE!?

    For audition information, please contact our Audition Coordinator, Martha Good at MarthaG@VStarEntertainment.com

  • Can the characters from Trolls LIVE! make an appearance at my special event?

    We’re happy to hear you want Trolls LIVE! to be a part of your event. Unfortunately, due to touring schedules and our licensing agreement Trolls LIVE! characters cannot make private appearances. 
  • Who is VStar Entertainment?

    VStar Entertainment Group is a leading entertainment company and producer of unforgettable live experiences for audiences in the U.S. and internationally. From concept through activation, we imagine and create custom tours featuring original content, and licensed, branded tours that provide highly engaging entertainment for fans of all ages.

  • Who do I contact if I have any other questions about Trolls LIVE?

    You may contact us directly by email at Talk@VStarEntertainment.com.

    Phone: Monday – Friday 9 am – 4 pm
    Central Time 763-324-7889

    VStar Entertainment
    44 Northern Stacks Dr
    Suite 200
    Minneapolis, MN 55421

     
  • How can I get the best seats?

    While “best seats” can be a subjective term, our Premium main floor seating options offer our guests the best view of the entire stage.  Certain factors, such as seating capacities, fixed architecture, and/or stage size affect the sight lines in each venue.  For this reason, we recommend contacting the box office at your local venue for assistance with any specific seating inquiries. 
  • How long is a typical performance?

    The show is 70 minutes long plus a 15 minute intermission.
  • Is Trolls LIVE! based on the movie Trolls?

    While most characters that appear in the movie Trolls are also part of the live show, Trolls LIVE! is an all-new adventure that follows a unique story-line with original music that can only be experienced at the live show.