FAQ

ACL Live FAQs

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: 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. To purchase tickets by phone, please call Ticketfly at 877-4FLYTIX.

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.  For problems purchasing online or by phone, please contact Ticketfly support.

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.  For additional help prior to the day of the show, please contact Ticketfly support.  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.  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: 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) 225-7999 for more information. For individuals who prefer communicating via email, please contact us at info@acl-live.com.

Q: What am I not allowed to bring?
A: For the safety concerns of patrons, ACL Live may refuse entry of individuals in possession of prohibited items including, but not limited to: all weapons and firearms, all handguns, pepper sprays, air horns, video recorders, audio recorders, professional camera equipment (larger than a standard shirt pocket), photography lenses over 3” in length, whistles, noisemakers, sealed packages of any kind, bottles, cans, coolers, containers, fireworks, Frisbees, inflatable objects (beach balls, swim equipment, etc.), illegal substances, laser pointers/pens, outside food or beverage (exceptions are made for medical reasons and children), remote controlled cars, Skateboards, Hoverboards, UAVs, Drones, binocular cases and camera cases. This list is in no way exhaustive, and other items may be prohibited at the sole discretion of ACL Live Management.  All patrons are subject to wanding and bag searches upon entry.

Q: Can I bring a backpack?
A: Bag policies vary per event. More information on specific events can be obtained by emailing guestservices@acl-live.com or calling (512) 457-5550.  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 contact the box office at (512) 457-5550 or send an email to info@acl-live.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: 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 Ticketfly 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) 404-1318 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 connect with us on FacebookTwitter, and Instagram.

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.

Q: How do I request press access to an upcoming show?
A: For upcoming shows at ACL Live, please fill out this form.  For upcoming shows at 3TEN ACL Live, please fill out this form.