FAQ

ACL Live FAQs

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: No, that is reserved for guests and patrons of the hotel, but we do have plenty of other options for you on our parking page.

Q: What are the box office hours?
A: Monday-Friday, 10am-3pm. If an event is scheduled on a weekend day, the box office is open from 3pm until show time. 

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 acl-live.com, at our venue box office, or charge by phone at (877) 435-9849.

Q: Can I transfer my Will Call tickets to someone else?
A: Yes. Prior to the day of the show you may contact TicketFly at (877) 435-9849 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 The Moody Theater 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.

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.

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 the disabled?
A: The venue has elevator access to all levels. Handicap accessible seating along with companion seats are available as well. Please contact ACL Live at (512) 225-7999 for more information.

Q: What am I not allowed to bring?
A: Prohibited items include: outside food or drink, drugs, weapons, strollers, and professional photography equipment (cameras with detachable lenses).

Q: Where is the lost and found located?
A: If a personal item is lost, please contact the box office at (512) 457-5550.

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 pocket sized cameras 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: What is the ticket refund policy?
A: There will be no ticket refunds unless the show is cancelled or postponed.

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.

Q: Where can I get information on booking private events?
A: You may contact the ACL Live Private Events Department at (512) 404-1318 for information.

Q: How can I be notified of upcoming events?
A: For the most up-to-date information on upcoming events at ACL Live, please subscribe to our e-mail list or follow us on Facebook and Twitter.

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 adungan@acl-live.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.