Frequently Asked Questions

So long as they’re available, that’s no problem at all. You can book with Ticketmaster or come to the venue in person, our box office opening hours are on our Contact us page. Club nights can be a bit different, though, so be sure to check with us.

Tickets can only be purchased online. (we do not sell tickets in person at our venue) 

So long as they’re available, that’s no problem at all. You can book with Ticketmaster. 

Our box office is only accessible to customers who already have a ticket and are inside the building. The only things dealt with in the internal box office is: Access / Accreditation / Complaints / Guest queries. All ticket issues are handled externally at the end of Astoria Walk by our ticket resolution team. 

Annoying, we know, but it normally means that all tickets are gone. Keep an eye on the event though, occasionally a few become available nearer the time. Follow our various social media channels and event pages to get the announcements as soon as they happen.

As tempting as it might be to buy one, touted tickets don’t help fans, artists or venues – and there’s a chance it might be invalid which would mean we couldn’t let you in. So, sticking to reputable sellers is best for everyone.

Hard to say. If it’s not from a legitimate source, it could still be cancelled on the day of the show, so – and sorry if this sounds a little dull – we recommend sticking to the official outlets.

They’re allocated according to space, so depending on what you bought, you’ll have to stick to your assigned area. At some venues, if your ticket says ‘freeflow’ for example, you can move around to find your best spot. Just get in touch with your ticket agent – that’s who you booked with - if you’ve got any queries.

Afraid not. Refunds only apply to shows that get cancelled or rescheduled, so ‘I changed my mind about going’ or ‘they didn’t play my favourite song’ sadly isn’t going to cut it.

Every ticket agent will have different arrangements, but these normally cover the cost of fulfilling the order. Do check their individual FAQs for more detail.

At most of our venues, there’s a charge per ticket called a ‘venue restoration levy’. This levy assists in preserving these buildings and improving the audience and artist experiences.

If you’re concerned about wayward tickets, get in touch with your ticket agent and have all your booking details to hand. Don’t forget to check your spam folder as well.

Occasionally, some events might need you to prove with photo ID that you’re the person named on the actual ticket.

If you’ve booked with Ticketmaster, ‘Ticket Transfer’ lets you send tickets to a friend before the event, straight from your Ticketmaster account to theirs.

Log into your Ticketmaster account to find out more. Your ticket agent will always give you full details in advance of every show, so please check all emails and official information in advance.

Get in touch with whoever you booked with straight away – they can usually arrange replacements. Sadly, there’s not much the venue can do, though.

Get in touch with your ticket agent - that’s who you booked through – not the venue - ahead of the show you’re attending.

If that’s Ticketmaster - here’s how:

Ticketmaster – Contact

Ticketmaster – FAQs

Ticketmaster – Twitter CS

Ticketmaster – App

Download on the App Store or Google Play. You can access help directly within the ‘My Account’ section of your Ticketmaster App by selecting your event, followed by ‘Need Help With This Order’.

If you’ve booked with any other ticket agent, be sure to contact them directly and in advance.

It’s best to always check the door time on your ticket and on the event page of our website so you don’t miss out.

The stalls are downstairs in the auditorium.

Check with the ticket agent when you book, and they will provide you with details of what’s included.

Your ticket agent will keep you posted on any venue changes etc. Otherwise, check our website for the latest updates.

You’ll find Ticketmaster’s FAQs here.

Priority members can get tickets 48 hours before shows go on general sale, but be quick, once they’re gone, they’re gone. Find out more and register at Priority Tickets.

We’ll plug them on our website and social channels, and you can check O2’s Priority page for the latest information. Priority members can buy Priority Tickets online or by downloading the Priority app or text PRIORITY to 2020.

Whenever possible, we’ll have a separate queue for Priority members. Up to three of your mates can join you too. Our staff, and the O2 Angels, will help you or just look out for the Priority queue signs or banners at the entrance.

Yes, you can bring up to three people along with you even if they’re not a Priority member.

All sorts – visit our 'On O2' page to get the lowdown.

If you’re a Priority member, you can use our cloakroom - one item per person - for free! If you haven’t got it, just search Priority in your app store, you’ll find the offer under ‘Offers’ or look out for an O2 Angel to tell you more and when they're running.

Not in person, but everything is set up to make it oh-so-easy to do from your phone. Text ‘Priority’ to 2020 from an O2 phone for more details and visit Priority here

It’s easy. Just go to the app store and download if for free for quick and easy access to Priority or text PRIORITY to 2020.

Yes, there is level access to most of our main auditoriums, and we work hard with Attitude Is Everything to continually improve access for all our customers. Just visit the Access page using the navigation bar for more information and if you can’t find what you’re looking for, just get in touch using the email address provided.

All accessible tickets can be purchased via Ticketmaster. Customers do not need to get in contact with us to be able to purchase these. 

Some of our box offices, but not all, have a mic, speaker, induction-loop system and lowered counters. Our staff will happily assist with anything they can, though, so best to check the Access page.

We don’t have any parking at all, unfortunately. We do have full travel information and a guide to getting around the local area on our Access page.

Academy Music Group venues across the country accept the Access Card scheme from Nimbus Disability. For more information on the card and how to get one, visit the site

As many of our venues are listed, many built in the early 1900s, we unfortunately do not have a lift service at all of them but do check our Access page to find out what’s where at each of them.

There are toilets throughout the venue, and some of our venues have a dedicated, radar-key-accessible toilet, so please check our Access page before you visit for more information. Staff will happily assist wherever possible.

Should you require braille or large print material, or you need anything else at all for your visit, please let us know if advance, just get in touch.

Absolutely – we’ll even supervise them on request. Check our Access page for more details.

If you have an access requirement or question not included, then please visit our Contact us page to get in touch and we’ll get back to you as quickly as we can.

Yes, so it’s always best to check in advance as it can range from ‘14s and over’ to ‘under 14s must be accompanied by an adult’, to ‘strictly over 18s only’ and so on.

Some of our venues have a seated balcony - so for anyone under 14, you’ll need to book those please. Anyone younger, especially 8 years and under, shows may not be advised, so please check the event information published thoroughly before you buy and if you’re not sure, just get in touch with the ticket agent you’re booking with to tell you more.

Sometimes, yes, but it depends on the event. So please check the age restrictions when you book.

If you are lucky enough to look under 25 (but are 25 or older) you may be asked for ID.

We prefer a full or provisional UK driver’s licence or a PASS card as ID, and a valid passport is fine. Any fake IDs will be confiscated, sorry.

Your ticket should state the time the doors open, and the website event page will always have the curfew – that’s the very latest time the event will finish. As for stage or performance times and the like, we don't always publish those (sorry), as all timings are subject to change. Security measures are in place, so travel light - no large bags bigger than A4 size allowed - that includes rucksacks, so do check our bag information before you head out, it's detailed above in these FAQs - and have your tickets ready, so we can get you in as quick as we can.

We’ll always keep you up to date with door opening times and curfews, especially if they’re out of the ordinary, or often for fully-seated, theatre-style shows and events. Afraid we don't publish gig stage times (sorry), as all timings are subject to change.

We have a cloakroom where we charge a small fee per item (although Priority members can usually use it for free, to find out how by visiting the On O2 page) but space is limited, so please travel light.

Obviously, the earlier you get there, the less busy it will be, but as long as you hold on to your ticket, it’s easy to get your stuff back. Please don’t come with all your worldly possessions.

Security measures are in place with bag checks on arrival.

Only one small bag per person is permitted, and it must not be bigger than A4 size.

Height: 29.7cm

Width: 21cm 

Depth: 15cm 

Large bags - including rucksacks - are not allowed, so please make alternative arrangements. 

Try not to! If you do, you’ll have to wait until the end of the event to identify your things. If you do unfortunately lose something, all our lost property contact details are on our Contact us page.

Don’t worry, it happens. Just get in touch, check our Contact us page to find out how.

Sorry but no, and this includes chewing gum. We have bars, snack food and free drinking water available. Any bits you think you really need to bring for health purposes, just get in touch with our team before the show. Use the link on our Contact us page to find out how.

Get in touch to see if we can help. Our ‘lost property’ section is in our Contact us page.

Our bars no longer accept cash, so it's contactless or card payments only for bars and cloakrooms please. You can still buy merchandise with cash or card.

Certainly not inside the venue – that’s the law! But staff will direct you to a dedicated smoking area and can advise on times it’s open from and to. Make sure you’re of legal age to do so, obviously.

‘Fraid not, but staff will direct you to a dedicated smoking area and can advise on times it’s open from and to. Make sure you’re of legal age to do so, obviously.

Crowd-surfing, drink-throwing, smoking indoors, and other such things are likely to result in us bidding you goodnight and ejecting you from the venue… and no you won’t get the cash back on your tickets, so please enjoy yourself sensibly.

Not usually, but if you’re wearing head gear, football colours or some kind of inappropriate fancy dress, you may be asked to take them off and store them in the cloakroom.

We prefer feedback to come from our audience, rather than our sound system. If you want to get in touch, check our Contact us page or ask a member of staff for the Duty Manager during a show.

It’s for your safety, and standard across most live events now.

Quite probably, but we’re happy to give out ear plugs if you ask for them. Just find a staff member during a show and our bar staff will have them too.

Any young children or adults should speak to a staff member or ask for the Duty Manager ahead of the show. Anyone bringing children should be responsible for protecting their little ears – staff will happily provide ear plugs on request.

Non-professional cameras if you must (no large lenses) but please don’t turn up with all your worldly possessions, or bring iPads, laptops or even selfie-sticks. Besides, it’s much more fun to enjoy the moment and not worry about social bragging rights.

Security measures are in place with bag checks on arrival.

Only one small bag per person is permitted, and it must not be bigger than A4 size.

Height: 29.7cm

Width: 21cm 

Depth: 15cm 

Large bags - including rucksacks - are not allowed, so please make alternative arrangements. 

Afraid not, generally, we don’t do ‘pass outs’ or re-admittance if you leave the building.

Most shows may use strobe lighting and smoke effects and there’s usually signage up to let you know. If this is an issue, please let a member of staff know.

Usually, yes. If a band has some, it will be on sale at the merchandise counter.

If you think it’s absolutely necessary for the hours you’ll be in the venue then by all means. It’s probably best to have a sealed package of your prescribed medication and make it known to the Duty Manager – especially if it contains sharp needles and the like and preferably ahead of the show you’re attending. If you have any special medical-related requirements, please do let us know in advance, too.

This is where we outline at your point of purchase certain “dos and don’ts“ to help you and us about entry or non-entry into the venue.

Be nice and don’t do anything stupid, basically. We reserve the right to refuse admission without a reason, so if you behave inappropriately in the queue, we might refuse you entry without a refund. Also be aware that in some cities, drinking alcohol in the street or on public transport is against the law.

Security measures are in place with bag checks on arrival.

Only one small bag per person is permitted, and it must not be bigger than A4 size.

Height: 29.7cm

Width: 21cm 

Depth: 15cm 

Large bags - including rucksacks - are not allowed, so please make alternative arrangements. 

Sorry, but backstage is mostly just crew ferrying stuff back and forth. If you do see ‘meet and greet’ tickets or some such on sale, do check the full details before you buy them.

Our Venue info section has all our details of how to find us.

Make sure you check travel services before you head out, you can find out everything you need to know about our local transport links and the easiest way to get to us, on our Venue Info page, and please, always know how you're going to get home.

We strongly recommend using public transport whenever possible, but for details on local parking – we don’t have any - and other travel information click our Venue info page.

For tips on where to park your bike, visit our Getting here travel section.

We’re always after top-drawer staff to help run a great venue. Previous experience is useful, but not essential so if you’re interested in applying, just head to our Work with us page to find out more.

Yes. Our approach to sustainability is guided by the areas in which we can contribute and collaborate in reducing the environmental impact within our industry – an impact that comes primarily from transport to and from our venues, the energy it takes to power them, the waste they generate, the water we use and what we eat and drink when we’re in them.

There is plenty of work to do, of course, but we believe in transparency and open conversation as we increase our efforts to make changes to the way we operate. All of the measures as part of our commitment to supporting global action on climate change that outline how we are working towards meeting our organisation's charter is detailed here.

Our venues are part of ‘Green Nation’, Live Nation’s sustainability charter and committed to all its environmental goals. To find out more, get in touch.

To mitigate the impacts of plastic pollution our venues do not use virgin single-use plastic. Specifically - regarding our cups - often the most asked-about environmental concern, we are now using only those made from 80% recycled plastic* and two-pints and shots shots made from 30% recycled plastic. We banned straws and drink stirrers from use in 2017.

To support the recycling industry and further reduce the amount of virgin plastic we use, all our bottled Harrogate Spring Water is made from 50% recycled plastic.

*40% post-consumer recycled plastic, 40% post-industrial regrind, 20% virgin plastic.