What to Expect
Here’s a brief overview of what you need to know when attending a show at ACL Live. If you have questions that aren’t covered here, check out our full FAQ here.
BEFORE YOU ARRIVE
Print-at-home tickets cannot be scanned from mobile devices for entry to most shows. To avoid a delay at the door, please make sure you have printed your tickets before heading to the venue or have your digital tickets pulled up on your phone with your screen brightness turned up. Will call tickets are available for pick up at the venue, and require a photo ID for collection. It’s always a good idea to bring your confirmation email with you as well.
COVID safety procedures vary from event to event based on performer preference. All current requirements are listed on each show’s event page on the ACL Live calendar. In the event that additional requirements are implemented after a show is on sale, updates will be emailed directly to ticketholders as soon as they are available.
Some artists have multiple performances, so double check the date and time printed on your ticket to ensure that you are attending the correct event.
Set times are posted on ACL Live’s Facebook, Twitter, and Instagram channels on the afternoon of each show, as well as in the Facebook event.
If there are any last-minute changes or updates, that information will be available on the event page on the calendar page.
GETTING HERE
There is no parking garage officially affiliated with the venue, but there are many nearby options. Learn more about them here. Parking downtown can take some time, so we recommend accounting for that when planning your arrival time to the venue.
ENTERING THE VENUE
We take the security of our patrons, staff, and artists very seriously, and recommend allocating at least 30 extra minutes to the time you would normally aim to arrive at the venue to allow for entry procedures. If there is a line, it will progress quickly; we’re moving a large volume of people safely and efficiently through security.
We do not have a clear bag policy, but we do not allow backpacks and large bags (exceeding 11”x17”) into the venue for the safety and comfort of all attendees. Necessary diaper bags and medical bags are permitted. All bags and purses are subject to inspection.
Weapons of any kind are prohibited, along with illegal substances, outside food and drink, and items that would be disruptive to other fans and/or artists. A more complete list of prohibited items can be found in our FAQ section. All patrons are subject to wanding and bag searches upon entry.
Professional photography gear (cameras with detachable lenses and/or are larger than a standard shirt pocket), video, and audio recording devices are not allowed into the venue without a previously approved press credential. To learn more about photo access, please visit our press page.
DURING THE SHOW
If there is an artist request for no mobile phone photography/recording, signs will be clearly posted around the venue, and we ask that all fans respect their wishes.
Please always be mindful of your fellow patrons when using your mobile device during a show. If you do capture a moment that you’d like to share on social media, you can tag us using @acllive, #acllive, or the ACL Live location.
We are a non-smoking venue. You will need to completely exit the venue and proceed down to the street level if you wish to smoke. You may re-enter the venue after; there are very few shows at which re-entry is not permitted, and those will be clearly indicated at the venue gates.
On average, our shows end around 11PM. However, they may end earlier or later, depending on the preference of the performer.
THE MORNING AFTER
Follow us on Facebook, Twitter, and Instagram to re-live your concert experience the next day!
If you had the misfortune of misplacing a belonging, please email us with a description of the item and the general area it was lost.
Pictures from the Dell Smilebooth on the Music Porch can be found here. It might take a few days for the library to be updated after each event.
Photo by Alison Narro
Frequently Asked Questions
Please visit here for an overview of what to expect when attending a show. If you don’t see an answer to your question below, feel free to contact us.
Q: What items are prohibited from the venue?
A: Prohibited items include: all weapons including pocket knives, oversized bags, backpacks, outside food and beverage, cans, bottles, alcohol, drugs, laser pens, utility tools, masks (and facepaint), banners, laptops/ tablets, musical instruments, video cameras, monopods, tripods, audio recording devices (unless special permission is granted), drones, selfie sticks and cameras with telephoto or zoom lenses. Austin City Ordinance prohibits smoking at ACL Live.
ACL Live uses entrance screening procedures similar to security standards at many larger venues, arenas, and stadiums across the country. These measures include walkthrough metal-detecting wands and enhanced bag checks. Security screening provides minimal guest disruption, but we encourage those coming to an evening show or event to allow extra time for screening. Guests will be asked to remove certain metal items from their pockets before entering the walkthrough metal detectors. Individuals who are unable to use the walkthrough detectors will have the option to be screened with a handheld metal detecting wand.
Weapons are not permitted inside the facility. No firearms (with or without a permit) are allowed at ACL Live.
Q: What are your COVID protocols?
A: COVID safety procedures vary from event to event based on performer preference. All current requirements are listed on each show’s event page on the ACL Live calendar. If no restrictions are listed, none are currently in place for that performance. In the event that additional requirements are implemented after a show is on sale, updates will be emailed directly to ticketholders as soon as they are available.
Q: Looking for VIP details to a show?
A: Email info@acllive.com
Q: How far in advance of the show should I arrive at the venue?
A: In addition to leaving time for parking, please be advised that we have implemented increased security procedures due to recent worldwide events. We recommend adding at least 30 minutes to the time that you would normally allocate for arrival. All patrons are subject to wanding and bag searches upon entry.
Q: Are all ACL Live shows Austin City Limits tapings?
A: No, they are not. Tapings are separately scheduled by our friends at KLRU. Click here to learn more about tapings.
Q: Can you buy tickets here to see ACL tapings?
A: No, the process with ACL tapings stays the same and is managed by our partners, KLRU. Click here to learn more about tapings.
Q: Can I park at the W Hotel for ACL Live shows?
A: Limited valet parking is available at the W Hotel for ACL Live ticketholders on a first-come, first-served basis. For rates and more information about valet parking, please visit here. Additional suggestions for getting to the venue are available on our parking page.
Q: What are the box office hours?
A: Currently, the box office is only open on event days and will open one hour prior to door time. Ticket inquiries can be emailed to info@acllive.com.
Q: Where is the box office located?
A: The box office is located on 2nd street between Lavaca and Guadalupe.
Q: How do I purchase tickets in advance?
A: You can purchase tickets online at acllive.com or at our venue box office.
Q: Can I transfer my Will Call tickets to someone else?
A: Yes. Prior to the day of the show you may contact Ticketmaster support to transfer Will Call tickets. However, on the day of a show the original ticket holder must come down to the venue and show driver’s license or photo ID in order to transfer Will Call tickets.
Q: I've never been to ACL Live before, do I get a seat or is it general admission?
A: There are approximately 1,500 fixed seats shared between the balcony and mezzanine levels. The floor level can be seated or general admission standing depending on the show.
Q: Can I leave the venue and come back?
A: The general policy for the venue allows re-entry; however, you must present your ticket again. Any shows that do not permit re-entry will be clearly indicated at the door. All patrons are subject to wanding and bag searches upon each entry.
Q: Where can I find set times?
Q: What type of payment is accepted at the bar?
A: The bar will accept cash as well as Visa, Mastercard, Discover, and American Express credit cards.
Q: Is there an ATM in or near the venue?
A: There are two United Heritage CU ATMs located on site. One can be found in the alcove near the ticket window and the second is on the west side of the venue porch. There is an additional United Heritage CU ATM inside the W Hotel lobby.
Q: Do I need an ID to enter the venue?
A: Patrons will not need to show an ID to enter the venue, but an ID will be required to pick up Will Call tickets and to purchase alcoholic drinks once inside.
Q: Can I smoke in the venue?
A: Because we are a LEED Certified venue, we are also a non-smoking facility. Smoking is allowed on public sidewalks.
Q: What accommodations are made for people with disabilities?
A: The venue has elevator access to all levels. Accessible seating for people with disabilities along with companion seats are available as well. Please contact ACL Live at (512) 404-1300. for more information. For individuals who prefer communicating via email, please contact us at info@acllive.com.
Q: Can I bring a backpack?
A: Bag policies can vary per event; any deviation from our standard bag policy for a particular event will be clearly noted on the event’s calendar page. Backpacks and large bags that exceed 11”x17” are not allowed. Necessary diaper bags and medical bags are subject to inspection before entry. All bags and purses are subject to inspection.
Q: Where is the lost and found located?
A: If a personal item is lost, please send an email to psl@acllive.com.
Q: Can I bring a camera/audio or video recording equipment?
A: No professional photography equipment or audio/video recording equipment will be allowed into the venue. Only cameras without detachable lenses and that are smaller than a shirt pocket will be allowed into the venue.
Q: What happens if an event is cancelled or postponed?
A: If a show is cancelled, tickets will be refunded at the point of purchase. If a show is postponed, your ticket will remain valid for the newly scheduled performance.
Q: Do you offer gift certificates?
A: We don’t offer gift certificates, but you may purchase tickets to a specific show to gift to someone else. You can select the “print at home” delivery method and either forward the tickets on or print them out and give them to the giftee, or you can select “will call” as the delivery method and give the giftee’s name as the designated pick up person on the night of the show.
Q: What is the ticket refund policy?
A: There will be no ticket refunds unless the show is cancelled or postponed. For additional questions about ticket refunds, please contact Ticketmaster support.
Q: How late do your shows run until?
A: Shows will typically end between 11pm and midnight, exact run times will vary per show.
Q: What is the age policy? (Does my child need a ticket?)
A: We are an all ages venue, any child over the age of one will require a ticket to the performance. Any events varying from our all ages policy will be clearly indicated on the web landing and ticketing pages.
Q: Where can I get information on booking private events?
A: You may contact the ACL Live Private Events Department at (512) 404-1326 for information.
Q: How can I be notified of upcoming events?
Q: What is the layout of The Moody Theater?
A: The venue has a horseshoe configuration consisting of three levels of seating: floor, mezzanine, and balcony.
Q: How do I request sign interpretation?
A: Please email our Operations Manager at mdelarosa@acllive.com no less than three weeks before the event date. Services are not guaranteed for all events, but we will make every effort to accommodate each request.
Q: I took pictures at the Dell Smilebooth on the music porch at an event. Where can I find those shots?
A: To find the album from your particular event, please click here.
Q: How do I request press access to an upcoming show?
A: For upcoming shows at ACL Live, please fill visit our press page. For upcoming shows at 3TEN ACL Live, please visit 3TEN’s press page.
