FREQUENTLY ASKED QUESTIONS
Coming to a show at the Arena for the first time can leave you with lots of questions. With over 15 million customers through the door since we opened in 1991 we have probably been asked the question before so we have put together a list of Frequently Asked Questions (FAQ's) below.
If you have a question that you don't see answered below please email [email protected] and we will try to answer your question and if it is a frequently asked question we will put the information in this section to try and help other customers.
Venue's general security procedures:-
Given the tragic events in Manchester we wanted to reassure fans attending Sheffield Arena that the safety and security of our customers has always been, and continues to be, our highest priority. We are in constant liaison with officers from the government’s anti-terrorism unit to ensure that we are following Home Office guidelines and have up to date intelligence.
Specifically following recent events we are implementing heightened security procedures. However, because of the sensitive nature of these protocols, we cannot elaborate further on the specific details. We would ask that customers be patient and understanding where this might impact on queue times and / or the prohibition of items permitted on the premises. We will make every effort to communicate this information to customers as quickly and clearly as we can.
We would always recommend customers check our web site & facebook page before you travel & that you also arrive at the venue as early as you can to minimise possible delays in accessing the venue.
The venue is covered with surveillance cameras that operate inside & outside the venue 24/7.
Customers may be searched before they are allowed access to the venue. If you or your bag aren't searched that doesn't mean the stewards are not doing their job - searchers are just one component of the security measures in place.
No bags larger than an A4 size should be brought to the venue.
Please keep the number of personal belongings you bring with you to an absolute minimum - any items you bring to an event will be subject to additional searches and slow your entry to the venue & may, in some cases, prevent your entry.
The additional security procedures will slow entry to the venue and we advise that everyone arrives as close to the doors open time is possible.
On a show day there will be no access to the venue car parks until 3pm and then not without a valid car parking ticket or permit.
Anyone arranging to drop-off, meet or pick-up someone from an event must do so away from the venue and the car parks. We understand this can be inconvenient but is a necessary measure for the security of everyone coming to the venue. If any member of your party has mobility issues you must email us in advance to make alternative arrangements - contact [email protected].
We know that many Ice Hockey fans attending games at the Arena exchange birthday presents & gifts, particularly at Christmas, with fellow ice hockey supporters, but again, for reasons of security, we ask that these are exchanged away from the venue and not brought to the Arena as wrapped items cannot be allowed in.
Please never leave your items unattended and report any suspicious activity to a venue steward @ShowsecUK.
In addition to the venue's general security procedures detailed above specific measures may be put in place for the show you are attending - these will be listed on this web site on the page of the event you are attending.This information will be announced the week of the show. Please ensure you read this information as the procedures may be different than on your last visit to the venue.
We thank you for your understanding & patience for the additional entry waiting time the above measures may lead to and ask that you forward these procedures on to other customers coming to an event at Sheffield Arena. Above all be safe and enjoy your visit.
Every show that plays the Arena has a slightly different set up so please always check the seating plan for the event you are attending.
A seating plan is available by clicking on the pink seating plan button on the event page. A more detailed seating plan that displays every seat is available by clicking on the buy tickets button, again on the page of the event you are attending. Click on a further buy button and you will see the live seating plan where you can drill down into individual blocks, rows & seats.
When a show goes on sale it can be over 12 months in advance of the show date. Therefore all seating & stage plans issued in advance of the show date are provided only as a guide and are always provisional & subject to change until the event’s production has been finalised which can often be right up until the doors open on show night. The promoter of the event will always try to keep any layout alterations to a minimum but this is often why tickets are released closer to the show date once these production requirements have been confirmed.
As a general guide we would ask customers to consider the following before making their decision on which area of the Arena they purchase a ticket for:-
- The floor seating area is flat and not raked if customers seated in-front of you are taller than you when seated or choose to stand this can cause viewing restrictions - if you anticipate this may be an issue for any of your party please book tickets in the tiered seating areas on the first tier from row B and above or anywhere on the second tier and not on the floor.
- Some shows have age restrictions placed on them either in terms of the location you are allowed access or by the show promoter because of the show content please consider these when choosing your seats and/or making a booking.
- Some shows have mixed floor standing & seating or all the floor is a standing area - these areas may have age restrictions and/or may not be areas suitable for younger/smaller customers.
- Dependent upon the nature of the event you are attending audiences may choose to stand and dance. This can vary from just one song to the whole show. In general the stewards will go with what the majority of the audience. Standing & dancing isn't exclusive to the floor area but in our experience this area of the venue has a tendency to be more active. Again if you have any concerns about this for any member of your party, our advice would be to book tickets in the tiered blocks - although there is no guarantee you wont have people standing/dancing around you in this area it is less likely and has less impact as the seating is tiered.
- Standing on seats is strictly prohibited.
- The number of seats/spaces available for customers with access issues varies for each show and we strongly recommend early booking. In order for us to offer you the most suitable seating location we need to be aware of your needs at the time of booking and so that we can also be prepared for your arrival on the day of the show. To ensure this and prevent customers from buying tickets in these locations that do not require them tickets are reserved and not available online but instead can be purchased by calling the box office ticket hotline 0114 256 56 56, emailing [email protected], calling a Supervisor on 0114 256 55 93 or in person from the venue. If you know you will require accessible seating do not purchase a ticket within the venue and expect to be relocated when you arrive. This is more than often not possible as all suitable locations will have already been allocated and will mean you will be unable to access the venue. Further info & guidance available here.
The booking fee is the charge made by the Arena for booking tickets through our Box Office.
The venue does not set or keep the ticket price, this is set by the promoters of the event who have hired the venue to host their show.
The event promoter keeps the ticket money and this is why booking fees are highlighted as separate charges and not built into the ticket price.
The charges we make are there to cover the costs of our ticketing service, for example the costs of the ticketing software, call centre and our colleagues.
Sheffield Arena is part of a not-for-profit organisation, Sheffield City Trust. Any money generated from ticketing and hosting events are reinvested into the Trust’s venues and activities.
Our charges for tickets for events at the Arena bought in person at the venue box office will incur a 5% booking fee whether payment is by cash, cheque, credit or debit card. The booking fee for sales made online or over the telephone will incur a 12% booking fee.
Dependent upon the method of delivery you chose there could be an additional charge for the delivery of tickets - full information of the fulfilment fee charges available here.
If you receive an error code reading AVS error, this is due to the fact that the address you have entered does not match that of your payment card.
Please note that our ticketing system will only authorise debit/credit cards if the full name and address details match where the card is registered, therefore we will need the full name and address of the card holder. If this is incorrect, the card will decline and we will not be able to process a sale.
This may result in your account being ‘tagged’ for that amount, this is not a charge and will be removed by your bank within 3 to 7 days.
The event promoter sets the ticket prices the age catagories and concessionary tickets - in most instances concessions aren't available. However, if you are purchasing concessionary tickets you may be asked to provide evidence that you are entitled to purchase tickets at the concessionary rate when your tickets are checked as you enter the venue - if you are unable to provide this evidence you will not be admitted into the venue and will be required to purchase tickets at full price.
Please note that the age at which a child to qualifies for concessionary rates varies from event to event, therefore please check the age limit on the specific events page before booking.
For Sheffield Steelers Ice Hockey fixtures at the Arena children aged under 5 years are free but still requite a ticket which can be booked at the box office. Children aged between 5 years and 15 years are entitled to purchase a concessionary children's ticket, anyone aged 16 and above is required to purchase a full priced adult ticket unless they are entitled to other concessions.
Some shows may offer free tickets for babes in arms but not all and they may have different definitions in terms of ages so please call the Box Office (0114 256 56 56) or check the website to identify which events have concession tickets available and what the terms are.
The Arena and its facilities are closed and will not be open until the published 'Doors Open' time on your ticket.
There is no access to food/drink or toilet facilites until this time.
On a show day customers are allowed onto the venue to queue and to use on-site parking facilities from 3pm, unless otherwise stated on the show page of the event you are attending.
An events running order is usually given to us by the promoter of the event a week ahead of the show - this is then published on the event's show page on this web site and on our facebook & twitter feeds. This information can change and if practical would always recommend you check before you travel.
You are able to enter the venue at any time whilst the show is on, but just be aware if arriving after the event has started you may need to check with a steward the most appropriate door to enter and that you may be asked to wait for a suitable break to access your seats.
Event promoters will sometimes allow the venue to offer the purchase of tickets in advance of the general on sale, sometimes referred to as priority booking or venue pre-sale.
If we are allowed by the show promoter to offer this service to the members of our mailing list, you simply need to ensure you are a member to see details - just enter your email address below the free membership box on the homepage of our website, you will then be registered to receive our newsletter. If you think that you are already a member all you need to do is enter your email address as instructed above and you will be logged in and able to view any priority booking details.
If you are a member and haven't received a newsletter there are a couple of things you can do :- make sure you check your junk folder and mark as not Junk/never block this mailing list; add [email protected] to allowed senders list; got a new PC and using the default Windows 8 email then check for a Newsletter folder in your in box; to ensure you keep receiving our latest news.
Don't forget you can also view the latest newsletter on our website - just ensure you are logged in by entering your email address in the blue box then simply click on the green box that says 'New Events Announced - click here to view latest newsletter'.
If we have a venue pre-sale on a show you don't need to receive the newsletter to access this. Just make sure you are logged in as a member and go to the show page on the web site - when you hover over the buy tickets button the priority booking info will then be displayed.
Venue pre-sale or priority tickets are always subject to availability and access to the venue pre-sale is no guarantee of tickets or the location of the seats.
If you haven't booked online with us before we advise setting up an account on the box office ticketing system in advance as this will save you time, particularly on busy on sales when the booking system will be very busy at the time of an on sale. Click here to set this up now.
When customers find available tickets, either online or through any of the other channels, those tickets are held while the customer considers the purchase. During that period, which lasts for only a few minutes, no one else can view or purchase those tickets. If the customer decides not to buy the tickets, they are re-released and become available again. So if you see the message currently unavailable, particularly on a busy on sale day, this could mean that all tickets are in the process of being purchased by customers. However, should they not complete their purchase these tickets will then be released back and once again become available for all to purchase - so keep refreshing - if/when we sell our ticket allocation we will say sold out.
As a venue we are only hosting the event and not putting the event on and the event promoter will allocate the venue with tickets that they want the venue to sell, we sell these tickets on thier behalf as a ticket agent.
There may be many differet ticket agents that the promoters allocates ticket to sell for their show and these can be allocated to the venue to sell at any time during the shows on sale period.
Also when a show goes on sale the layout of the production may not be entirely known until the tour starts. Once the show is on the road which can be anything up to 18 months after tickets first went on sale the promoter will have a better understanding how the show fits into the Arena and any site line issues become clear. This can sometimes lead to the release of what are sometimes termed as production releases - these are the seats that the promoter didn't origianally put on sale but can now be release because the show's production doesn't effect the view of the show.
If you are booking your tickets online and aren't already registered with our
online booking service then you need to set up an account. We recommend you do
this in advance so you are pre-registered and account is set up for you - click
here to register - if this doesn't take you directly to the log in screen
you will need to return to the home page and click "sign up" in the blue box.
Once you have set up an account with basic info about name, postal address and contact phone numbers and email you also have the option to add your credit card details which you can then recall and select when making a booking.
The advantage of setting up your account in advance means that you will be able to process your booking much quicker which is most important on busy show on sales.
Only food & drink purchased in the venue can be consumed in the Arena.
More information about the food & drink facilities available at the Arena can be found here.
You are allowed to take your purchases to your seat, but sometimes restrictions are placed upon us by the event such as no bottles or bottles can only be served with the tops removed - signs will be around the venue to inform you if such restrictions are in place.
Cold tap water is available in disposable plastic cups free of charge on all shows please ask at the catering stand.
Should you have any specific dietary needs that require you to bring your own food or drink to an event please contact us in advance of the show you are attending by emailing [email protected] so this can be organised in advance.
There are different reasons why age requirements are in place when you attend a show at the Arena.
This may be an event requirement because of the content of the show, a legal requirement in respect of licensing or venue operating license, or maybe a suggested age restriction for the safety of customers in the standing area of the venue.
If you are lucky enough to look younger than your age then you may be asked for proof of age at any/all of the following stages:- by the box office at the time of booking; stewards as you enter the venue or the venues floor standing area; or catering staff if purchasing alcohol.
Please don't be offended if we ask you for ID we are just ensuring that we are compliant with the venues operating licence and ensuring a safe environment for all our customers.
The Arena will accept the following forms of photo identification (valid originals only no copies) whilst still reserving the right to refuse access/service - just click on the below for further info on the schemes and details how to apply:-
Acceptable forms of ID are constantly reviewed with new schemes added or updated so please check with us if you have any questions [email protected].
Most browsers keep a version of the page on their own computer to speed up internet access and depending on setting on your machine, may not check for a new version even when you refresh the page, hence if you were on the website before the link was activated this wouldn't show up even when you refreshed.
The only way around this is to 'force' a refresh by pressing CTRL and F5 together. Even this may not work in all cases as some organisations have proxy servers which intercept all web traffic from the organisation and serve the ‘cached’ version of the page, some Internet Service Providers even use caching as a method of speeding up access for their members. If CTRL F5 doesn't work you can try going to tools, internet options and deleting cookies.
This is something that is not specifically related to our website and we hope the above goes some way to explaining why this can happen.
If you are still having issues call the box office 0114 256 56 56 who will be happy to process your booking.
Gift vouchers for shows here at the Arena can be purchased online through this web site, in person from the Arena Box Office or through the ticket hotline on 0114 256 56 56 - click here for more information.
The Arena sends out a newsletter - this is from once a week to once a month depending upon the number of shows being announced or coming to the building. This newsletter will contain information on new on sales and any venue priority booking along with upcoming shows running order and support bands.
If you wish to receive this newsletter simply enter your email address into the blue box on the front page of this web site underneath the green box that says Free Membership Join The Arena Mailing List sign up below.
If you are a member and aren’t receiving a newsletter make sure you check your junk folder and mark as not Junk/never block this mailing list.
Some companies/email providers may also prevent the newsletter from being delivered so if you don’t receive an email from us after joining we have also set the web site up so you can view the latest newsletter on our website & still access venue pre-sales - just ensure you are logged in by entering your email address in the blue box then simply click on the green box that says 'New Events Announced - click here to view latest newsletter' and you are taken straight to the latest newsletter.
We send out our weekly newsletter to over 250,000 and there can be issues outside our control that prevent some customers from receiving their newsletter. If this is happening to you we have out some suggestions below to try and help.
Some online email providers such as Gmail, Yahoo & Hotmail provide their own filters to prevent what they think are spam emails being delivered to your email box. If this is happening to you below is list of suggestions to try and prevent this happening in future.
Logging into the Sheffield Arena website is a simple way to make sure you should be receiving a newsletter. Doing this will automatically subscribe you to the mailing list and override any previous setting that may have been there before (such as unsubscribed). Hotmail has an option which block spam by causing email that is not directly addressed to you to be filtered away. While it does fulfil this function most of the time, any legitimate newsletter that does not have the subscriber's email address in the "To:" field will also be filtered away. Since most mailing list services (including ours) do not put the subscriber's email address in the "To:" field, it is possible that you will not receive a newsletter if this feature is enabled.
The newsletter is a continuous on going process and while we try to ensure everyone receives a copy, some things are out of our control. We are always looking at ways of ensuring that as many people as possible can access the newsletter as technology changes and systems develop in the future.
To help if having issues you can look do the following:- Add the email address to your Safe senders list:
1. From the Hotmail options screens under preventing junk email, click safe and blocked senders.
2. Click safe senders.
3. In the text box, type in the email address or domain you’d like to always receive email from, and then click Add to list >>.
4. Click on options in the upper left to go back to the Hotmail options screen.
Check your blocked sender list:
1. From the Hotmail options screen under preventing junk email, click safe and blocked senders.
2. Click blocked senders.
3. In the Blocked senders list, select the name or domain (The part of an e-mail address that follows the @ sign, such as msn or hotmail.) that you now want to receive mail from, and then click << Remove from list.
4. Click on Options in the upper left to go back to the Hotmail Options screen.
You can always view the latest newsletter on our website - just ensure you are logged in by entering your email address in the blue box then simply click on the green box that says 'New Events Announced - click here to view latest newsletter'. We post messages on our facebook & twitter pages when a newsletter has been sent. And if we are able to offer priority booking on a show you don't need the email to be able to book priority. Just make sure you have entered your email address in the blue log in/sign up box and you can use the newsletter on the web site by clicking on the green New Events Announced Click here to view the newsletter or just go to the show page where members will have the on sale details displayed to them.
If you aren't a member just sign up in the blue box on the Arena web site http://www.sheffieldarena.co.uk/home/ and you will have all the latest Arena news at your finger tips.
If you have booked tickets online through the Arena web site
and when you receive a message from outlook that says "failed the fraud
detection checks" at the time you receive your confirmation email please
be aware this is a known error with Outlook - microsoft have provided a fix for
this and you can access this on the following link.
Don't be concerned there isn't an error with your booking. More information can be found on this link.
When an event goes on sale tickets become available through all booking channels, so there are people at the venue who are queuing, telephone bookers and those booking online.
If booking online and you see the message currently unavailable, particularly on a busy on sale day, this could mean that all tickets are in the process of being purchased by customers. However, should they not complete their purchase these tickets will then be released back and once again become available for all to purchase - so keep refreshing - if/when we sell our ticket allocation we will say sold out.
For a busy on sale people usually tend to buy the maximum number of tickets which is normally 4 tickets and therefore the event sells out extremely quickly. We have 4 windows open in box office and a fully staffed phone room as well as approximately 4,000 bookers hitting the website at any one time therefore demand is a lot higher than we can accommodate and as a result the event is an instant sell out!
You can print your tickets at home by selecting the print at home option (if available) when booking online – please note usual booking fees still apply. For more information on our booking fees click here.
When you book tickets using Print at Home you will be automatically emailed your tickets to the email address you entered at the time of booking. Your tickets will be attached to your order confirmation email, called Tickets.pdf - you will need Adobe Acrobat to open & print your tickets.
The confirmation email is for your records only, you will only be able to access the venue upon production of the printed paper tickets as they hold your unique bar code that will be scanned by our stewards – tickets cannot be scanned from your phone and must therefore be printed.
If the attachment is not with the email check your junk email folder and/or anti-virus settings in case the tickets have been removed.
You will need Adobe Acrobat to print your tickets. Once downloaded you will need to print your tickets as this doesn’t happen automatically and bear in mind that you may not be able to print from a mobile device or if your computer is not connected to a printer.
Do take care when deciding to use the Print At Home option. If you select this option and are unable to print you will need to organise duplicate tickets with the Box Office and will be charged a fulfilment fee.
Occasionally the print at home option may not be available on a show - if this is the case you will be given alternative options at the time of booking.
You can check your order in ‘My Account’ of the box office ticketing system by clicking here.
As from August 2016 you can also use the print at home option to book your car park tickets up until the day of the show. Again you must ensure that you have the ability to print your parking ticket before you purchase tickets using this option.
If you do not print off and present your pre-paid ticket to the attendant upon entry to the car park you will be required to pay the more expensive pay on the day car park rate to access the car park. You will then be able to claim back the money paid for the original booking at the cheaper advanced rate from the box office - details of this process will be given to you by the car park attendant.
Please do not bring your order confirmation as this will not gain you access to the car park or venue. You will require the ticket which contains your unique bar code that must be scanned in order to gain access. If unsure see the image above - the image with the green tick is what you need to print off and bring with you not the order confirmation with the red cross. If you have any further questions please call our box office on 0114 256 56 56.
There is no fulfillment charge for the Print At Home delivery method - further information on our fulfillment charges available here.
We do allow customers to queue up to purchase tickets or to see a show, but only on the day of the concert or on sale.
People queuing before this will be asked to return on the day of the concert/on sale. We will exercise our right not to serve/allow access to anyone who refuses to comply with this policy.
This policy was introduced following incidents that have occurred whilst customers queued outside the venue. We owe a duty of care to anyone who decides to queue on our land and it was clear after investigations that we were not in a position to fulfill this obligation for customers who were often queuing for several days and some cases weeks at a time.
We were unable to provide staff to monitor the queue and ensure safety; the area isn't suitable for people camping out exposed to the elements; we often have events in the Arena that require clear entrance/exit through the area where the queues have formed; we also have no services available such as toilet and wash facilities.
We are fully aware that for some fans queuing to buy tickets/be the first to access the venue is part of the fan experience. We are not trying to prevent this, but simply place manageable parameters to enable customers to be able to purchase tickets/access the venue safely.
If you have requested tickets to be posted, they will be sent by Royal Mail standard delivery. However, on certain events you may be given the option for tickets to be sent Special Delivery. The charge for this is £7.45 per address.
This charge is not a booking fee, it is the cost of providing the Special Delivery Service - we use Royal Mail for this service.
The Arena aims to dispatch all tickets within 10 working days - with tickets posted second class. However, there are instances when this may not happen.
Souvenir Tickets are specially printed tickets and may not be available at the time you purchase your tickets - these tickets can take up to 6 - 8 weeks to be dispatched or sometimes delivered 2 weeks prior to show. To see whether your event will have souvenir tickets please visit the events page on our website which will state if they will be souvenir tickets or not.
The promoters of some shows also request that tickets are not posted out until all the shows details, such as timings, support acts or tour titles are known or to try and prevent the on selling of their tickets.
If you didn't book the tickets through the venue box office we will have no information about your booking or how/when the person you have purchased tickets from will be dispatching them.
Please feel free to contact the box office on 0114 256 56 56 to check your ticket status.
Should you lose your tickets please contact the box office immediately, either email [email protected], call 0114 256 56 56 or write to Sheffield Arena Box Office, Broughton Lane, Sheffield S9 2DF.
Remember to state the name and address under which the tickets were booked and if known the seat numbers.
Duplicate tickets will only be issued immediately prior to entry to the performance - these tickets are never issued in advance as they override all other tickets previously issued. If you find your original tickets prior to the show please inform Box Office at least 24 hours before the performance as once duplicate tickets are printed the originals will be void. Please be aware there may be a cost for printing duplicate tickets.
Should any of the shows at the Arena have a dress code it will be highlighted on this specific show. Unless highlighted there is no Arena dress code just come in what you feel is comfortable for the show you are attending.
Some shows may involve audience participation or fancy dress we just ask that you follow the promoters guidelines on appropriate wear.
If the clothing is likely to cause offense, obscures views or prevents the wearer from being identified you may be asked to remove.
In terms of the venue temperature the Arena is an indoor venue with a temperature control system designed to provide a comfortable environment for both the performers and the audience.
The Arena temperature is taken as an average across 3 set points within the venue, given the vast expanse of space there can be several degrees difference in temperature between different areas of the venue. The temperature within the hall is usually set a couple of hours prior to the opening of doors & monitored throughout an event.
There are many issues that can affect the ambient temperature of the building, including the type of event, the size & level of audience participation in the show, the opening and closing of external & internal doors, time of year & the external temperature and show requests for specific temperatures, plus one person’s comfortable temperature can be another person’s too hot or too cold. All these issues are considered when the temperature for an event is set.
As a general guide if you are attending an event here during the winter and specifically ice based events we would always recommend you bring suitable warm clothing. However, if you feel uncomfortable with the temperature of the venue please bring this to the attention of the nearest steward so we can look into the issue, but it may not be possible for us to alter the temperature.
Disney On Ice promoters have the following specific dress code notice for their shows, Disney On Ice & Marvel Universe LIVE!:- "We suggest you dress comfortably. The temperature in the arena is typically 10+ degrees cooler than outside, so a light sweater/jacket might be needed. Also, practical shoes are recommended to safely navigate the steps in the arena. Proper attire, including shoes and shirts, must be worn at all times. All of our shows offer a casual, family-oriented environment. Clothing which, by nature, exposes excessive portions of the skin or body that may be viewed as inappropriate for a family environment will not be permitted. In that spirit, we ask you to use your discretion and common sense. Costumes worn by guests 14 years of age or older are not permitted. If you are attending a Disney On Ice show & have any further questions please contact the show promoter at [email protected]."
If you have forgotten your password needed to purchase tickets, please call the box office internet help line on 0870 1213676 or click here to request your password to be emailed to you.
We advise customers that only by purchasing tickets through the venue, authorised ticket agencies (listed below), event promoters and their authorised agents and authorised coach companies can you be sure that the ticket you purchase is a genuine and valid ticket.
Sheffield Arena authorised agents are:
- See Tickets
- Piccadilly Box Office
- Eddie Brown Tours
- Ticket Travel
- Hyde Barker
- Yorkshire Weekly News Group
There may be other agents or companies authorised to sell tickets over and above the list above - If you are in any doubt about the people selling tickets you can always call the venue who will try and help. As a general guide we publish and sell the tickets for the face value and highlight the booking fee of around 12% of the ticket value - if you are being charged more than the face value of the ticket (excluding any travel, hospitality and booking fee charges) then this will not be from an authorised agency.
The Arena is a member of STAR (Secure Tickets from Authorised Retailers) for more information on STAR and its members visit www.star.org.uk. Whoever you decide to purchase your tickets we recommend that you chose an organisition that is a member of STAR.
The purchase of tickets from non-approved sources can result in customers being refused entry to the concert and being unable to obtain a refund.
In the unfortunate event of a postponed or cancelled event the venue will only be able to contact those customers who booked through an authorised agent and will only be able to refund the original ticket purchaser - holding a ticket does not entitle the holder to either access to the building or a refund should there be any alteration to the original concert details.
The Arena Box Office sells tickets on behalf of event promoters, the
conditions of the sale of tickets is that they are
non-refundable unless the show is postponed, re-scheduled or cancelled - if this
is the case there will be a cut off point up to which you can obtain a refund -
please check with the box office on 0114 256 56 56.
We are able to post tickets outside of the United Kingdom for anyone who's
credit card address is registered outside of the UK - just select the
international signed for option when choosing your delivery method.
With our current system for us to take Electron would require a significant cost investment - we have taken a commercial decision not to do this given both the other payment options we offer, (cash, cheque, direct debit, Visa & Mastercard) and the number of customers who want to use Electron to pay for tickets at the Arena.
We always review our position in line with the changes in law, software and hardware developments and changes in customer purchasing patterns as this may mean the current barriers to offering this method of payment are no longer relevant.
Banks are withdrawing cheque guarantee cards. We will only accept cheque payment if the event you are purchasing tickets for is at least 28 days away.
Tickets will be posted out to the cheque holder's address approx 4 weeks after the booking has been processed.
A fee of 5% will be charged for payment by cheque in person at the venue and 12% by post for all events held here at the Arena plus there will be a fulfillment fee that you will need to add per order depending how you would like the tickets to be delivered.
Cheques should be made payable to Sheffield International Venues.
The Arena has a signposted meeting point on the ground floor outside Entry B for those who wish to arrange to meet family and friends. This meeting point is signposted and also includes a plan of the venue to help you find your way around. Please be aware this is in the pedestrian area and is only a meeting point for those on foot.
For customers dropping off & collecting friends and family, wherever possible we would recommend you pre-arrange a point away from the Arena Car park.
Car parking stewards will try to accommodate customers dropping off & collecting as close to the building as we can, where mobility is an issue, but this will depend on the volume of traffic at the time you arrive - depending on the show there could be over 13,000 customers accessing the venue.
Please be aware that dropping off/collecting from the Arena car park may not be possible or practical on many shows, particularly when the audience is of a younger/older profile and are being dropped off - so we would suggest either you pre-arrange a suitable meeting point away from the venue or if mobility is an issue we would strongly suggest you purchase a parking space in the disabled area - further info available here.
The following charges apply to all vehicles using the Arena car park at all times other than event days:
Monday to Sunday, 8am until 5.30pm
0 - 1 hours Free, ticket required from machine
1 - 9.5 hours, parking charge is £3
Monday to Sunday, 5.30pm until 8am
0 - 1 hours Free, ticket required from machine
1 - 13.5 hours, parking charge is £2
If you park at the Arena to purchase tickets from the Box Office please ensure you obtain & clearly display a ticket in your car - parking is free for an hour which in most instances will be enough time for you to purchase your tickets.
Further details and tickets are available from the pay and display machines located in the Arena car park.
Some concert promoters set ticket limits on their shows, these limits will be displayed on the show to which they apply along with other conditions. Promoter's tend to do this to try and ensure as many people as possible get to see their shows and stop individuals from purchasing lots of tickets and then trying to sell on.
Where ticket limits are applied to a show tickets will be checked prior to posting anyone not adhering to the limits set in place will have all tickets purchased refunded.
Artists and promoters often have exclusive deals with press and radio stations so they can be the first to announce a forthcoming show.
The date and time that we announce a new show coming to the Arena is dictated to us by the promoter of the event and is strictly embargoed until this date. We will then announce the new show or date as soon as possible via our website, Facebook and Twitter page, mailing list and print.
The unauthorised use of cameras, mobile phones, ipads, video or any other form of recording equipment is strictly prohibited.
The promoters of the concert or event will inform the venue of their policy regarding the admission of cameras/recording equipment to their shows. The venue will then inform customers of this decision at the event. This will either be displayed on the show page of our web site or displayed on signs located around the venue before you enter the Arena.
We strongly recommend you to just come and enjoy the concert and don't bring a camera/recording equipment to avoid any issues.
As a general rule professional type camera's & ones with detachable lenses are not allowed in, with the exception of officially accredited photographers covering the event.
Video cameras and audio recording equipment are very rarely allowed, but often the show promoter will allow in small cameras or phones to be used. It can depend on the type of event and the impact the taking of pictures will have on the event, the artiste, other customers and the effect of uploading footage online - bearing this in mind it is not uncommon for all cameras/recording to be banned at the request of the artiste.
If photography is allowed at an event stewards can still ask you to stop if your actions are disturbing or effecting the view and enjoyment of the show of those around you.
Usually, there is no age limit on who can come to events taking place at the Arena. However if unsure, please check with the box office before booking as the content / language of some events may be deemed unsuitable for children below a certain age.
Some shows offer reduced price or free tickets for children to watch their shows so please check - as with all ticket prices, concessions and age criteria this is the event promoters decision and not that of the venues.
It is often left to the discretion of the parent or guardian and you can download information to help you ensure that your visit to the Arena is an enjoyable one for both you and your children - the Parent's & Carers Guide.
Please note that some events at the Arena have a standing area on the floor and this area may not be suitable for children aged 14 & under and therefore we recommend that tickets should be purchased in a seated area of the Arena.
The Arena is a safe environment but you must be aware that events we host often have in excess of 13,000 people, often taking place late at night and in an adult environment. You know how your children will best interact in this environment and react to the show they are watching.
In the unfortunate circumstances of show re-scheduling/cancelling we will make
every effort to contact the person who made the booking with the Box Office via
the contact details they supplied (given the notice period we are given by the
promoter this could be a letter, email, telephone or radio, TV or
You can attend the new date with you original tickets or return them to the point of purchase for a full refund of the tickets and booking fee.
Please be aware that if you book through other ticket agencies or a third party we will not have your records and will be unable to contact you in event of a postponed/cancelled event as we don't hold your details. Different ticket agencies have different
refund policies and returns procedures, often other ticketing agencies will not
return your booking fee.
If the concert is cancelled we require the tickets to be returned for auditing purposes.
We will refund monies in the same way that tickets are purchased e.g. credit card to credit card. If there have been any change in circumstances since you made your booking, e.g. you have changed bank or credit card or address, please include these details in a covering letter when you return your tickets.
Always check with the Arena Box Office before returning the tickets to ensure you are aware of the particular shows returns procedures. Click here for venue address and contact details.
If you have booked tickets to see a show at the Arena we would always recommend you leave an email address so that we can, if possible, contact you should there be a last minute change to the show.
Alternatively we would also recommend that you either follow us on social media or at least check our Facebook &/or Twitter sites before you travel for a show as this will have both latest information on the travel and parking and any last minute show changes.
When a show cancels or reschedules we are unable to refund any incidental costs you may have incurred such as travel &/or accommodation - insurance can be purchased to cover such eventualities but this is not something the venue can assist with.
The term family ticket is usually used by the show's promoters to describe a ticket offer that admits four people of which at least one of the party must be an adult. Each event promoter may have different definitions and offers so please check before you book.
All ticket holders must enter the building together at the same time on this type of ticket.
As the Arena is such a large venue, with a huge amount of people visiting the events we are unable to provide a cloakroom or locker facility.
We advise customers to bring a minimal amount of personal belongings, especially if you are going to a standing concert, as there will not be any space to leave any coats or bags.
Since the 1st of January 2005 the Sheffield Arena has requested that customers do not smoke inside the building to promote the comfort and safety of all patrons and since the 1st July 2007 it is the law that nobody will be able to smoke inside the building.
We will try to offer a smoking area outside the venue, but please be aware that this facility is at the discretion of the venue and for reasons of weather, security etc.. it may not always be possible to provide a smoking area on the show you are attending.
If the external smoking area is available on the show you are attending this will be operated using a pass out system - anyone wishing to use the smoking area must contact a steward who will be able to inform them of the procedures & the location of the smoking area. Anyone leaving the building of their own volition will not be able to regain access to the building.
Our priority is to ensure all customers access the venue quickly & safely. As the smoking zone is located in an area that customers also use to access the venue a smoking area will only be available once the majority of customers are in the building – this avoids queues in the designated area and enables us to allocate sufficient resources to manage both entrance and smoking areas.
The Arena would request that all patrons visiting the premises comply with venue policy, as failure to do so may result in ejection with no re-admission.
From 13th March 2017, and in line with Sheffield City Trust Policy, Electronic Cigarettes or Vapes will be treated in exactly the same way as tobacco products. These will not be allowed to be used inside the venue and can only be used externally in the designated areas when a pass-out is obtained, as per the above procedure.
For the latest information on this law, visit the smoke free England website - click here.
Amplified noise levels during a show may be harmful to your hearing.
Therefore the venue carefully monitors the noise levels of every show performing in our venue at various times throughout the event to ensure these levels fall within safe limits.
For your added safety disposable hearing protection is available from the venue upon request, just contact a member of staff for further information.
Some events at the Arena may have a floor standing area and we feel that this area is not suitable suitable for children below a certain age.
We therefore recommend anyone purchasing tickets for children should do so in the seated area of the Arena.
Age restrictions may vary depending upon the show so please check the floor standing age restriction for the event you are attending.
Unless there are specific standing pods highlighted on the show seating plan the floor area of the Arena is one large general admission standing area accommodating several thousand people. The box office seating plan is divided into 4 areas and ticket numbers allocated but these are for administration purposes and have no relation to where you stand at the show - this is down to where you go & can access when you arrive.
If you realise that you have lost something during your visit to the Arena whilst you are still inside the arena, please go to the Information Point on Green Concourse and report the item which has been lost. If the item isn't at the information point, your details will be taken and we will contact you if the item is handed in.
If you have left the event and realise you have lost an item you can either call us, 9am until 5pm Monday - Friday, on 0114 256 5597 or email [email protected]. Please give a brief description that would enable us to identify the item as being yours, along with the show, date & performance if attending an event that is taking place over several days.
Where the items lost have an address or phone number we will make every effort to contact you and return your lost item.
Lost property is held for two months after this time items will be donated to charity.
The venue has no contact or interaction with the artistes that perform here at
We have no say over messages that get read out or items that get signed we are only able to liaise with Production Managers and Concert Promoters.
However, if we receive fan mail and requests, we will always try our best to ensure these get to the to Tour Management on the day of the event.
As you can imagine, we receive many requests of this nature with the more popular artistes being inundated with requests.
If you have something of value please do not bring it to the venue to be signed as we are unable to guarantee the return of the item for the reasons stated above.
As a venue we are not responsible for the distribution of backstage passes, which are for working personnel only. Occasionally, meet and greet passes are won as competition prizes run by radio stations or in magazines/newspapers, but these are not issued by the venue or concert promoter. Please do not contact us to request backstage passes as we will be unable to help you.
If you would like to write to an artiste performing at our venue, you can do so by sending it to the venue and we will then pass it onto the Tour Manager on the day of the show. We receive a lot of fan mail and we cannot guarantee that it will be acknowledged, nor can we guarantee return of any items sent in.
Please note that where screens are used for a event, this will be as part of
the touring stage set, decided upon by the artiste and their production.
The venue does not provide screens for any concert and as such this facility is never guaranteed.
We understand that many people want to bring signs with messages for their idols and the current craze of taking photos using selfie sticks, however we do discourage people from bringing large posters, flags and banners to events as
they will invariably restrict the view of people sitting around you.
At the risk of getting your posters confiscated and upsetting other audience members, we request you didn't bring them to the Arena.
For these reasons large flags & banners with large poles along with selfie sticks are not allowed into the venue. When used responsibly and if not effecting the view of those around then flags & banners on sticks a maximum length of 30cm will be permitted.
Balloons are not permitted because if released they end up in the roof of the building which can cause issues with lighting and are very difficult to remove from the eaves of the building that is over 20 meters high.
There is a blanket ban on "Party Poppers" as some fireworks are designed to look like these and it is not possible to differentiate between them.
It is part of the condition of sale that there is no exchange of the ticket purchased. However, should when you arrive at the Arena and you feel there is an issue with your seat please bring it to our attention as soon as possible by contacting the nearest steward or attending the information desk on the green concourse and we will make every effort to try and resolve. It is much easier to address and try to resolve a concern at the show than once the event has past.
If you see empty seats in the Arena please do not assume that you can move into them as there is every chance these are sold and the customer has not yet arrived which will cause further issues when they do arrive take their seats.
The Sheffield Arena endeavours to make your visit as enjoyable as possible, however if you do encounter a problem please feel free to contact our Customer Services department by emailing [email protected]. To ensure we are able to thoroughly investigate and respond to customer concerns we aim to reply to complaints within 10 working days.
There is always a Manager on duty at every event, it is always easier to try to resolve an issue at the time as there is often very little we can do once the event has ended.
We provide a care room that can be used during a show from the doors open time until the event ends.
This is a private room located just off reception at Entrance B - if you would like to use this room please contact a steward who will check on availability and arrange access.
You access the venue for both the standing & seating areas in exactly the same way.
The venue is divided between Red, Green & Blue coloured doors. To ensure customers are evenly distributed between all three of these entrances all tickets purchased from the venue box office state on the tickets which colour door to enter through.
If you are watching the show as a group and some of you have different coloured doors on your tickets you can stay together and enter through the same doors.
For some events customers may queue for many hours - if you do arrive before the doors open you will often find that the stairs are taped off and you are required to queue from the bottom of the stairs. Customers are then let up to the doors just before the venue doors are opened.
All the venues doors are opened at the same time.
If you been issued with a parking charge whilst parked on one of the Arena car parks, please refer to the contact details on the parking charge notice - more info here: www.myparkingcharge.co.uk
We regret that the venue is unable to answer enquiries as parking charge notices are issued by an external company.
The Arena has it's own on site car parking and charges for the use of this facility on events & non-event days - further info here .
The event ticket price is set by the promoter of the show performing at the venue and they keep all of the ticket monies not the Arena so the parking price isn't built into the price of the ticket.
The cost of the car park covers the maintenance, CCTV coverage, ticket scanner, lighting & staffing of this facility. Sheffield Arena is part of a not-for-profit organisation, Sheffield City Trust. Any money generated from hosting events are reinvested into the Trust’s venues and activities.
We strongly recommend to pre-book parking tickets as this reserves you a guaranteed parking space and is significantly cheaper than trying to purchase your ticket on entrance to the car park on the day of the show - click here for further info on pre-booking your tickets. Many events sell out of parking spaces ahead of a show to assist with travel to the venue please follow #arenatravelupdates on social media and if you don't book advance parking please check parking availability and look at alternative arrangements such as park and ride - further info here.
On site car parking charges for Sheffield Arena are £5 advanced & £7 pay on the day for Steelers fixtures & for all other events £7 advanced & £10 pay on the day.
Below is a breakdown of the toilet facilities available at the Arena, dependant upon such issues as show layout, performance area and audience profile not all these facilities may be in use at the event you are attending. Again depending upon audience profile we may increase the number of male/female toilets to reflect the number of male/female customers attending the show. If you are having difficulty finding what you require please contact the closest Showsec steward in the yellow tops who will be more than happy to help.
1 male toilet block with 15 private cubicles; urinal block; 12 sinks; 4 hand dryers; 2 mirrors; 1 baby change.
1 female toilet block with 26 private cubicles; 10 sinks; 4 hand dryers; 2 mirrors; 1 baby change.
2 purpose built unisex RADAR accessible toilets.
1 male toilet block with 3 private cubicles; urinal block; 6 sinks; 2 hand dryers; 1 mirror
1 female toilet block with 15 private cubicles; 8 sinks; 2 hand dryers; 2 mirrors.
1 male toilet block with 15 private cubicles; urinal block; 12 sinks; 4 hand dryers; 2 mirrors; 1 baby change.
1 female toilet block with 26 private cubicles; 10 sinks; 4 hand dryers; 2 mirrors; 1 baby change.
2 purpose built unisex RADAR accessible toilets.
5 male blocks each with urinal blocks; 1 private cubicle; 3 wheelchair access cubicles; 7 sinks; 5 mirrors; 4 hand dryers; 1 assisted changing facility with a height adjustable adult-sized changing bench and a tracking hoist system.
3 female blocks with 62 private cubicles - 3 with wheelchair access; 34 sinks; 7 hand dryers; 5 mirrors; 2 baby change.
1 private care room.
Our ticket fulfillment options are detailed below along with the relevant charges. Wherever possible we will make all options available but there may be some shows that don’t have all fulfilment options available and these will be displayed at the time of booking.
Print At Home – there is no charge if you decide to print off your own tickets. Please ensure that you have the relevant equipment to be able to print your own tickets. If you are unable to print your tickets after selecting this option you will be charged the full fulfilment fee. Further info on how to Print At Home available here.
Post – tickets will be posted second class to the address of the credit card holder at a cost of £2 per order. The date of posting will vary from show to show, with further information available in the booking information section of the event you are booking for.
Collection from Box Office – the cost of collecting your tickets from the Arena Box Office is £1 per order. Please ensure that the card used to book the tickets is presented by the card holder when collecting tickets, further information available here.
The arena receives many customer requests to collect at events held at the venue on behalf of various charitable organisations.
Please be aware that we are not in a position to authorise this request. The venue is hired by an event promoter on behalf of their show and it is they that decide if they will allow the collection of money from the customers attending their show, either inside or outside the venue. Please bear in mind that many artistes often have a relationship with a charity and/or may already have charitable activity or collections in place on a show.
In the first instance any request must come through the venue several weeks in advance of the show - please email [email protected] and we will forward the request to the event promoter. If you can include in your correspondence your contact details, registered charity number, the event you wish to collect at and any further correspondence that you feel will assist with your request.
The promoter may either contact you direct, or ask us to respond on their behalf and we will do what we can to assist but are unable to give any access unless it is organised in advance and permission to collect is obtained through the event promoter.
When you book your tickets through the Arena Box Office we will have all your booking details, including previous booking history & address details against your booking record.
You can access these booking details at anytime to review events you have booked for, print off previously downloaded print at home tickets, update address, email & phone numbers and generally manage your own records within our box office ticketing system.
To do this visit https://arena.sivtickets.com/sheffieldarena/Online/login.asp and click on My Account, then select Account Information where you will have access data protection questions, passwords, booking history and your postal address.
To edit your address simply click on the address button and then add a new address and select this as the default.
We can also update your records or assist with printing of downloaded tickets just call us on 0114 256 56 56 and we will ask a few questions to verify your records and then we can assist.
Merchandise is sold at the majority of shows held at the Arena by a company called CMI.
The merchandise, as do CMI, usually arrive at the venue a few hours ahead of the show and then moves on to the next venue at the end of the show run and the venue has no access to the merchandise.
Should you have any issues with the merchandise purchased once you have taken it home then please email CMI on the following address [email protected] and include where you purchased the item, description of the issue and if relevant/possible attach a photo.
If the show is on at the venue for more than one day then CMI will be in the building from around 4pm and can be contacted by calling our switchboard on 0114 2562002 and asking to be put through to CMI's merchandise office.
If you have an issue with merchandise purchased at Disney On Ice you can contact Disney's merchandisers direct by phone on 00800 3353 0000, or via email on [email protected]
Sheffield Steelers merchandise is handled by the ice hockey club. Should you have an issue with merchandise purchased from them we recommend you contact their merchandise stand at the next home fixture.
Yes, you can see a copy of our risk assesment for visiting public by clicking here.
Should you need to bring any medication with you when attending the Arena please contact us in advance by emailing [email protected] once we are aware we can then make provision in advance of your attendance.
If you have a medical condition that requires our assistance again use the above email address so we can get in contact to see how we can be of assistance to ensure your visit to the venue is as smooth as possible.
There is no charge if you chose to bring a bike or motorcycle to a show & park in the Arena car park. However please be aware that there is only a limited number of metal railings to attach your bike and we have no shelter or locker facility.
The cash machine was removed from inside the Arena, 9th March 2017 as the venue takes cash, credit & debit card payment at all concession & merchandise outlets.
We receive hundreds of requests a month to support the many good causes in and around the region and always do try our best to support where we can.
We are unable to offer cash but can occasionally support your event with the donation of tickets to see a show at the Arena, but we only have a very limited number of tickets available for this use.
In order for us to consider any request we will require that you put your request in writing stating when you are holding the event, what the charity is (if a registered charity please include the number) along with a contact name and postal address that we can reach you on.
We will then write back to you to let you know either way if we can or cannot support your event on this occasion.
You can email your request to [email protected] or for postal applications send to
Cheryl Robinson, Sheffield Arena, Broughton Lane, Sheffield S9 2DF.
The volume of requests mean that we are only able to consider applications that include all the above information and sent to the above contact.
Our food, drink & merchandise outlets accept cash & debit/credit cards through contactless and chip & pin payment machines.
Yes we have baby changing facilities in the ladies toilets on both the ground floor level at Entrance C and on on concourse level. There is also baby changing facilities in the gents toilets on both the Red and Blue concourse.
Depending upon the show you are attending not all these facilities may be in operation so please check with a steward if in any doubt. Plus on family shows additional temporary changing facilities are brought in to meet the increase in demand.
There is also a care room available upon request if additional privacy is required - this room is subject to availability.
Please be aware that the Arena hosts a wide range of events and not all shows are considered suitable for infants so please check before purchasing your ticket.