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
AXS Mobile ID FAQ
GETTING STARTED
WHAT IS AXS MOBILE ID?
AXS Mobile ID is digital ticketing technology that provides the flexibility and convenience of safely and securely managing tickets online or in the AXS mobile app and is the preferred admission method for the venue. It eliminates paper tickets and allows you to enter the venue with your AXS Mobile ID and manage your tickets digitally. AXS Mobile ID gives you the ability to transfer, sell and buy seats through an official marketplace endorsed by the venue.
WHY DOES ACL LIVE USE AXS MOBILE ID?
AXS Mobile ID allows for convenience, flexibility and security. Fans can manage tickets digitally, transfer or sell tickets when needed (if applicable), and remain assured that all tickets are authentic and secure. The move to AXS Mobile ID is designed to put tickets in the hands of fans, reduce ticket scalping from unauthorized resale sites & ensure that we know who is coming to the show.
HOW DO I CREATE AN AXS ACCOUNT?
Upon purchasing tickets, your AXS tickets will be automatically added to your existing AXS account. If you do not currently have an AXS account you will be instructed to create one during your purchase. You can also create an account without purchasing tickets by going to AXS.com and enter some very basic account information. After completing the account information, you may buy, sell or manage any seats in your account.
ENTERING THE VENUE
HOW DO I GET INTO THE VENUE?
AXS Mobile ID via the AXS app is the only form of entry, but if you don’t have access to a smartphone, you may use the credit card you used to purchase the tour tickets.
• Get the AXS app if you haven’t already
• Open the App and sign in to see your tickets.
• Show the ticket in the App at the entrance and get them scanned to enter.
• Enjoy the event!
Bought tour tickets for a group? Make sure everyone enters together OR transfer tickets to friends before the event & have them follow the steps above to enter the venue.
WHAT IF MY GUESTS ARRIVE AT DIFFERENT TIMES?
Many fans find it best to TRANSFER the seats to their guests prior to the event. This way your guests will be able to enter when they arrive using their own AXS Mobile ID.
TRANSFERRING YOUR TICKETS
HOW DO I TRANSFER TICKETS?
A ticket transfer allows you to digitally give each guest in your party their own tour ticket via AXS Mobile ID. With seat transfers, you no longer need to worry about delivering the paper tickets to them in advance or meeting them outside of the gates to walk in together. There is no fee for transferring seats and you are allowed unlimited transfers.
Your guests will need to create an AXS account to receive tour tickets. Guests can transfer the tickets back to you if they can’t attend or you can cancel the transfer if they have yet to set up their AXS account. If they already have an AXS account set up the tickets will go in their account automatically.
Here’s how it works:
• Click the Transfer button next to the event in your AXS account.
• Select the tickets to transfer and enter the recipient’s information.
• On the review page, click the Transfer button to send the tickets.
The recipient will get an email about the transfer, and they’ll need to create an AXS account (if they don’t have one yet) to complete the transfer. After that, the tickets will be theirs to use with the AXS app.
HOW WILL I KNOW IF MY TRANSFER WAS SUCCESSFUL?
Review your transfer history within the AXS app by clicking on MY EVENTS and selecting TRANSFERRED. You may also review your transfers and purchase history at AXS.com.
HOW DO I ACCEPT TRANSFERRED TICKETS?
If you already have an AXS account, the tour tickets will be transferred to your account automatically. Otherwise, you’ll get an email letting you know you need to create an AXS account to claim the tickets. Just follow the simple steps to make the tickets officially yours.
ONCE I HAVE DOWNLOADED THE AXS APP AND AXS ACCOUNT, DO I HAVE TO ACCEPT THE TRANSFER EVERY TIME?
Nope. Once you have an account, seats transferred to you will be accepted by your account automatically (no need to accept them manually).
CAN I CANCEL A TRANSFER?
It depends. If your friend already has an AXS account, the tour tickets will be transferred instantaneously. Otherwise you have until your friend creates an account to cancel the transfer. Remember, your friends can always transfer tickets back to you.
SELLING YOUR TICKETS
HOW DO I SELL MY TICKETS?
AXS Official Resale is the best way to sell your seats because it is the official marketplace endorsed by the venue. Tickets purchased through unofficial sources (such as Craigslist, StubHub, etc.) may not be valid.
Here’s how it works:
• Click the Sell button next to the event in your AXS Account.
• Select the tickets to sell, and then set your price and selling options.
• On the Review page, click the List Tickets button to finish.
When your tickets sell, you’ll receive an email informing you of the sale. The tickets will be delivered to the buyer automatically. You’ll be able to transfer money to your bank from your account on AXS.com.
HOW DO I KNOW IF I CAN SELL MY TICKETS?
If you see a Sell button next to your tickets in your account, you can sell them! It’s up to the promoter, artist, or team if you can sell tickets or not.
WHEN I SELL TICKETS, DO I HAVE TO DEAL WITH THE BUYER?
Never. AXS handles payment and delivery so buyers and sellers never interact with each other. Buyers get tickets delivered straight to their AXS accounts, and sellers get paid by direct deposit.
WHEN DOES A TICKET LISTING EXPIRE?
It’s up to you! When listing tickets, you decide how long your listing will be available for others to buy. Generally, these are your options:
• One Day from Now
• One Week from Now
• One Day Before Event
• One Hour Before Start Time
• One Hour After Event Start Time
Remember, you can remove your listing at any time (as long as tickets haven’t sold).
HOW DO I REMOVE A LISTING?
Just follow these steps:
• Sign into your AXS Account and click Listings
• Choose a listing and click Retract
• Click yes, retract now.
And you’re done! Your tickets will no longer be listed for others to buy.
AXS OFFICIAL RESALE
WHAT IS AXS OFFICIAL RESALE AND WHERE DO THE TICKETS COME FROM?
AXS Official Resale is the safe and easy way to buy and sell tickets with other fans. When fans have tickets they can’t use, they list them for other fans to buy. Buyers get 100% valid and authentic tickets delivered straight to their AXS accounts, and sellers get paid by direct deposit. If available, you’ll see the option to get tickets with AXS Official Resale on the event page.
WHEN I BUY TICKETS, DO I HAVE TO DEAL WITH THE SELLER?
Never. AXS handles payment and delivery so buyers and sellers never interact with each other. Buyers get tickets delivered straight to their AXS accounts, and sellers get paid by direct deposit.
WHAT IF A SHOW IS SOLD OUT?
As long as there are people who have tickets to sell, AXS Official resale is the best & safest place to find tickets and the only verified marketplace where fans can connect to buy and sell tickets.
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.
