Please note, information on FAQs is subject to change.
Using this site – ADA Accessibility
If you use assistive technology (such as a Braille reader, a screen reader, or TTY) and the format of any material on this Web site interferes with your ability to access information, please contact us at email@example.com. To enable us to respond in a manner most helpful to you, please indicate the nature of your accessibility problem, the preferred format in which to receive the material, the Web address of the requested material, and your contact information.
Q: How should I place my order? Can I place my order over the phone?
A: We are unable to process any orders over the phone and therefore all packages must be purchased online. You should click the purchase button on our website next to the date you are interested in attending. You will then be directed to another site to make your order – the ticketing agent of the venue.
Q: Can I acquire Accessible Seating as part of a VIP program?
A: Most venues offer accessible seating areas to accommodate their guests. Availability and type of accessible seating tickets will vary based on each venue’s policies and/or the type of event taking place. If you would like to inquire about accessible seating as part of a VIP program, please reach out to us at firstname.lastname@example.org immediately after purchase. We will go over any available options.
Q: Does this package have a minimum age?
A: Most shows are open to guests of all ages. However, the age policy varies with each venue. You can typically find the age policy via the “more information” button on the ticketing page, but if it is not there, you may also refer to the venue’s website for details regarding your specific event.
Q: I purchased a package as a gift, but I will not be in attendance. How can my friend and family member pick up their ticket on my behalf?
A: You can do what is called an alternate pick-up! Simply provide the new guest with:
- A photocopy of your photo ID
- A photocopy of the credit card used during the purchase process
- A note authorizing the new guest to check in for your order.
These items can be digital copies or photos on a cellphone. As long as the new guest has these items, in addition to the show ticket(s), he/she will be able to check-in for the order without you being present. Please note that the informational email regarding check-in (and any additional email correspondence from us) is sent to purchasers only, so you will need to forward any emails to the new guest.
Q: Can I choose whether I get a General Admission ticket or a Premium Reserved seated ticket?
A: Yes! You can narrow down your ticket search during the ticket selection process as long as both options are available. Some cities may only offer one ticket type while other cities may offer both GA and Premium Reserved options.
Q: What is a General Admission ticket?
A: General Admission tickets, also commonly labeled as “GA”, are tickets that have no specific seats assigned to them and are generally Standing Room Only. “GA Pit” sections are general admission areas that are right in front of the stage. Please note that not all venues will have a pit or a GA area at all, and some venues may be totally GA (without reserved seating). You’ll be able to tell by referring to the venue map in the purchase process for most venues.
Q: What is a Premium Reserved ticket and where will it be located?
A: A Premium Reserved ticket is a seated ticket. The location of your Premium Reserved seat may vary by venue. During the purchase process, you will see the location of your Premium Reserved seat prior to completing the order. Please note: some venues may be entirely GA (General Admission) and have no reserved seating whatsoever. You’ll be able to tell by referring to the venue map in the purchase process for most venues.
Q: Can I purchase a VIP Package at the Box Office?
A: No, VIP Packages will not be available for purchase at the Box Office. You must purchase online ahead of time.
Q: Where will I receive my tickets?
A: During the purchase process, you will have the option of selecting your ticket delivery method. If you choose to have your tickets shipped or emailed to you in advance, you will still need to check in with us at the event to ensure you get to take advantage of all the perks that come with your package! If you choose to pick up your tickets at Will Call, please be sure to stop by the venue box office to retrieve your tickets prior to meeting us at VIP check-in. As it gets closer to the event, the purchaser will receive an informational email including the exact time and location for VIP check-in. Please bring valid photo identification and stay tuned for that email!
Q: When can I check in as a VIP guest?
A: While the exact time varies with each show, VIP check-in will generally occur about 2 hours before doors open to the public. We will provide the specific times and check-in location for your show in our informational email that will be sent about one week before the concert. Please refer to those confirmed times when sent to you!
Q: If I’m unable to make it to VIP Check-in during check-in hours, how can I receive my merchandise?
A: For merchandise distributed at the show, the VIP details email sent prior to the show date will note when and where to claim your package. If you do not collect your items during the VIP check-in hours listed in the informational email, we are unable to mail the items after the show.
Q: Is VIP parking included?
A: Parking is not included with this package, but parking may be available at the concert venue. Please refer to the venue’s website for more information regarding parking.
Q: Is there a secure space where I can leave my merchandise during the show?
A: Once you receive everything at check-in, you may have the opportunity to bring the items back to your car before entering the concert venue. We cannot guarantee this, though, as it ultimately depends on venue security prerogatives.
Q: Can I upgrade to a VIP package if I already purchased a regular ticket?
A: Our ability to upgrade depends on a few different factors – availability, the venue, and date of contact – but please reach out to our guest services team to inquire about any upgrade availability, and we’d be happy to discuss your options with you!
Q: What is an on-site event host?
A: The event host is basically an extension of our Guest Services team at the event itself. He/she will be available for any questions or concerns that may arise during the VIP program.
Q: The people attending the concert with me may be arriving late. How would they get their tickets, merchandise, etc.?
A: The original purchaser will check in for all package materials, and he/she will then be able to distribute accordingly. Thus, we advise for your whole party to come to VIP check-in at the same time to make it quick and easy.
Q: Can I use my On Location | CID package for a contest/giveaway or to promote my website/product/event?
A: No. On Location’s trademarks, intellectual property, tickets and other offerings may NOT be used for advertising, promotions, auctions, contests, sweepstakes or any commercial purpose, without express written consent from On Location | CID and its partners. Please see our purchase policy for more detail.
Q: What if I change my mind and don’t want my package?
A: All packages are non-refundable. Please refer to the Purchase Policy for complete details.
Q: Am I going to have an amazing time?