We have answered some Frequently Asked Questions and we hope that you find this information useful.
Why do we charge booking fees?
Tickets booked for any event not performing at the Motorpoint Arena are subject to a 10% fee. The 10% booking fee is to cover the costs of running a box office service. As a City Sheffield has made a huge investment and commitment to providing a box office service to ensure we can sell our own tickets and not use other ticket agencies.
Why has my Card has been declined?
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 not correct 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.
Can I Purchase Tickets at a Concessionary Rate?
The event promoter sets the ticket prices and 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.
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.
When can I come into the Arena?
The Arena is closed and has no facilities on site and will not be open until the published Doors Open time on your ticket. This means there is no food/drink or toilet facilites on site until the doors open.
How do I get priority booking on a show?
Event promoters will sometimes allow the venue to offer the purchase of tickets in advance of the general on 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 logged in as a member - if you aren't a member just join the mailing list by completing your details here. If you are a member just ensure you are logged in by entering your email address and password in the mailing list log on box. You can then just click on the book button and book your tickets - if you have been given a promotional code just type this in when prompted.
Why do better seats become available?
When customers find available tickets either online or through any of the other channel, 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 "released" and become available to other purchasers. So if a customer is looking at 5th row seats and decides not to buy, those seats become available for another customer.
How do I book tickets online?
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 login screen you will need to click on the Motorpoint Arena logo and then click on the login button in the right hand corner, then click on the create an account button under New User.
Select Your Own Seat
For some of our events you will have the ability to select your own seat. This facility won't usually be available on the day of on sale due to the fact that this would considerably slow down the booking process due to the number of people potentially selecting seats and then rejecting them. When using this facility, you are unable to select a group of seats that will mean one seat is left on its own as a 'single seat' to sell. If you do not wish to select your own seat you will have the option to purchase the 'best seat available'.
Why can't I see the link to buy tickets after the event has gone on sale?
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.
Can I queue up for tickets?
We do allow customers to queue up to purchase tickets in person from the Arena Box Office, but only on the day that the show goes on sale.
People queuing before this will be asked to return on the day that the show goes on sale. We will exercise our right not to serve anyone who refuses to comply with this policy.
I have queued up for tickets in the past for several days, why can't I do this now?
This policy was introduced following incidents that have occurred whilst customers queued outside the Arena to buy tickets. 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 fulfil this obligation for customers who were often queueing 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 have no services available such as toilet and wash facilities.
We are fully aware that for some fans queuing to buy tickets 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 safely.
Where are my tickets?
The Motorpoint Arena aims to dispatch all tickets within 5-7 working days. However, some types of tickets have posting restrictions as detailed below.
Souvenir Tickets are specially printed tickets and may not be available at the time of purchasing - these tickets can take up to 6 - 8 weeks to be dispatched. 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.
Special Delivery if you have requested your tickets to be posted by special delivery, it could take up to 8 weeks for tickets to be dispatched.
Please feel free to contact the box office on 0114 256 56 56 to check the status of your ticket order.
I've lost my tickets - what do I do?
Should you lose your tickets please contact the box office immediately, either email [email protected], call 0114 256 56 56 or write to Motorpoint 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.
Please be aware that unless your ticket has a bar code printed on it, we will not duplicate standing tickets under any circumstances - this is the reason we will only post these tickets out through the post office's Special Delivery Service as this recover's the cost of the tickets should they be lost during their postage.
Why has my ticket got a bar code on it?
We have introduced a new system for getting customers into the building which involve scanning tickets upon entry. If your ticket doesn't have a bar code on it don't worry, it's still valid and eventually all tickets will be printed with a bar code.
Can I have a different delivery address to my billing address?
Your tickets must be sent to your billing address i.e. your tickets have to be posted to the address at which your credit card is registered.
When making a booking please use only the cardholder's details to create the order, tickets can be posted only to the cardholders address and collections made only by the cardholder on production of the card used and confirmation email.
Why do I need different passwords to get on the Arena web site and then when I book tickets?
If you are a member of our online mailing list, please be aware that your password to login to the members page on the arena's website is not the same password required when booking tickets online. These are two completely different services, once registered with both the mailing list and to buy tickets online you can change the passwords to be the same if required.
If you have forgotten your password for the Arena's mailing list and members page, please click here to request your password to be emailed to you.
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.
What is Arena Ticket Shop?
From major outdoor festivals and stadium shows to theatre and concert tickets - just click here to view all the venues and events we are currently selling tickets for at Arena Ticket Shop. We are constantly adding new venues so keep checking and if you don't see a venue you think we should be selling tickets for let us know and we will try and sort it -please email [email protected].
If you are putting an event on and want the box office and marketing support of one of the country's leading indoor entertainment venues then get in touch please email [email protected].
When you buy tickets from Arena Ticket Shop you are buying with the confidence that you are buying tickets from an official authorised ticket agent. This means that tickets are sold at face value plus a booking fee of around 10% of the face value. Should the event you have bought your tickets for through Arena Ticket Shop be cancelled you will get all your ticket money and the booking fee refunded.
I often see tickets for shows at your venue on the Internet and in the papers, often at vastly inflated prices.
Is it safe to buy these?
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.
Motorpoint Arena's authorised agents are:
- See Tickets
- Cavendish Travel
- 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 10% 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.
Can I cancel my tickets?
The Motorpoint Arena Box Office sells tickets on behalf of event promoters, the terms and 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.
I am collecting my tickets from the Box Office, what do I need to bring?
Tickets are usually available for collection 48 hours after your booking has been made, but this will change if tickets are souvenir or you book on the day/day before the concert. Sometimes these tickets are referred to as COBO, which means tickets have been left Care Of Box Office.
All pre-booked tickets that are collected from the Motorpoint Arena can only be collected by the credit card holder who must sign for the tickets and present the card with which they have ordered the tickets.
You can collect your tickets from Entrance C Box Office which remains open until the main artiste is due on stage. Should the location of the box office change on the day stewards will direct you to the alternative box office.
For tickets purchased through the Motorpoint Arena who is acting as an agent for another venue please see that specific show for the ticket collection procedures.
Do you post tickets outside the UK?
We are unable to post tickets outside of the United Kingdom - anyone who's credit card address is registered outside of the UK must collect their tickets from the venue and present the credit card in person in order to issued with the tickets they purchased.
Can I use Electron?
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.
Can I pay by cheque?
Banks are withdrawing cheque guarantee cards. As of 1st June 2011 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 for all events held here at the Arena. Our normal standard fees will apply to all other events.
Can I bring Children to events at the Arena?
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 some events may be deemed unsuitable for Children below a certain age. Often it is 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.
Where can I park when I come to a show at the Arena?
There are nearly 1,300 on-site car parking spaces available with an additional over-flow facility for 700 cars. Car parking is payable upon entrance and the following charges apply: £10 coaches, £6 Mini buses, £5 Cars, £3 Ice Hockey. Only limited on-street parking is available around the Arena.
Disabled Car Parking Facilities are available at the Arena priced at £5.00 per car or £3.00 for ice hockey events. If you wish to utilise these facilities please display your Disabled badge/permit on the dashboard of your car. Please be aware that we will make every effort to find you the most suitable parking location that we can when you arrive, but spaces can't be reserved in advance. Further Access Information can be found by clicking here, including distances from spaces to entry points of the Arena and much more.
To ensure your full enjoyment of the event, please allow plenty of time for your journey, as it may not be possible to admit latecomers until a suitable break in the show.
Can I leave my car in the Arena car park?
From April 2009 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
Further details and tickets are available from the pay and display machines located in the Arena car park.
Why do you set ticket limits?
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.
Who decides the ticket prices?
The ticket prices are decided by the Promoters and Organisers of the concerts and events which are held here at the Motorpoint Arena. The Promoters and Organisers distribute tickets for sale through ticket agents, with the our Motorpoint Arena/Arena Ticket Shop Box Office acting as one of these ticket agents.
How come I have heard about a new show coming to the Arena on the artists website/radio station/television before you have announced it?
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 as soon as possible via our website, Facebook and Twitter page, mailing list and print.
Can I bring a camera to the Arena?
The unauthorised use of cameras, mobile phones, 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 to their shows. The venue will then inform customers of this decision at the event.
Usually professional type camera's are not allowed in, with the exception of officially accredited photographers covering the event. Video cameras and audio recording equipment are very rarely let in, but often the Promoter will allow in small instamatic cameras. It has been known however, for all cameras to be banned at the request of the artiste.
If you are planning to attend a concert in the future and would like to bring a camera with you, we would advise you to contact us first, to ascertain what the camera policy will be for that show, to avoid disappointment on the night.
The concert I have booked tickets for has re-scheduled/cancelled, what do I do?
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 newspaper).
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 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.
What is a Family Ticket?
The term family ticket is usally used by the show's promoters to describe a ticket offer that admits four people and usually at least one of the party must be an adult. All ticket holders must enter the building together at the same time on this type of ticket.
Who can go in the Standing Area?
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.
Do you have a cloakroom?
As the Motorpoint Arena is such a large venue, with a huge amount of people visiting the events unfortunately we are unable to provide a cloakroom 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 of bags on the floor.
Can I smoke when I come to a show at the Arena?
Since the 1st of January 2005 the Motorpoint 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.
From the 12 April 2012 the building will be operating a pass out system for those customers who wish to smoke at Arena events. Anyone wishing to use the smoking area must contact a steward who will be able to inform them of the procedures and the location of the smoking area. Please be aware that depending upon the event this location along with the procedure may change and you should always ensure you are scanned out of the building by a steward - anyone leaving the building of their own volition will not be able to regain access to the building.
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 readmission.
I have lost something whilst at the Arena, what do I do?
If you realise that you have lost something during your visit to the Motorpoint 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 gets handed in.
If you realise that you have lost something after you have left the arena please follow the same procedure but instead of the Information Point please go to reception at Entrance B to report the item which has been lost or call our reception on 0114 2562002.
Am I able to get autographs after the show?
Unfortunately we have no real interaction with the artistes that perform here at the Arena. Instead we liaise with Production Managers and Concert Promoters. If we receive fan mail and requests, we will pass these on to Tour Management on the day of the event. As you can imagine, we do receive many requests of this nature and more popular artistes can be inundated. Sadly we cannot guarantee any acknowledgement from the artistes themselves as the decision rests with their management.
Is it possible to get a backstage pass?
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.
Can I send you fan mail to pass onto an artist?
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.
Will there be big screens at the concert?
Please note that where screens are used on a concert, 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.
Can I bring banners and flags?
We do discourage people from bringing large posters and banners to concerts as they can restrict the view of people sitting behind you. At the risk of getting your posters confiscated and upsetting other audience members, we suggest you didn't bring them down with you. Flags and banners with large poles will be confiscated for health and safety reasons.
I am not happy with my seats, can I move?
If you would like alternative seating please visit our Box Office as soon as possible. If you see empty seats in the Arena please do not assume that you can move into them without checking with a member of staff first.
How do I make a complaint?
The Motorpoint Arena Sheffield endeavors 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]
However there is always a Manager on duty at each event, please note it is easier to resolve a complaint at the time as there is often very little we can do after the event.
Can I see a risk assessment for the venue?
Yes, you can see a copy of our risk assesment for visiting public by clicking here.
Do you have a question that you don't see answered above? If so email [email protected] we will try to answer your question and if it is a frequently asked question put the information above to try and help other customers.