Frequently Asked Questions

All your questions answered

  • WHERE WILL I FIND THE BOX OFFICE?

    You’ll find the Barclaycard Arena box office located on the Arena Floor level to the right of entrance E. This is accessible from both the north & south car parks.

    The Barclaycard Arena box office is open on event days. Opening hours are limited and subject to change at short notice. To confirm our box office opening times before travelling please call 0844 338 8000 for up to date information.

    If you have a particular question about your ticket, why not check out our handy box office FAQs. Just point your mouse to theticketfactory.com/FAQs

  • WHERE CAN I COLLECT MY TICKETS?

    Tickets should be collected from the venue box office on the day of the concert/event. Please present your card at the box office window marked "Prepaid Collections".

    PLEASE NOTE : Tickets for evening concerts and events will be available for collection from 1 hour 30 minutes prior to the show start time.

    If you are unable to bring the card (with which the booking was made) to the box office, we can accept a signed letter from the card holder that authorises you to collect the tickets on their behalf. The letter will need to quote the card holder's full name, address and card number and should be presented at the box office window marked "Prepaid Collections" together with a recent Utility bill (Gas, Electric, Water or Telephone) confirming the Card Holder's details. PLEASE NOTE : Photocopies will NOT be accepted.

    When purchasing tickets over the telephone, please inform our sales advisor before booking if you wish to collect your tickets. Usually for bookings made 3 or less days in advance of a concert/event, tickets will automatically be held for collection at the venue box office.

    If tickets are being held for collection the only delivery method available at the time of booking will be 'To Collect from Venue Box Office'.

    If you wish to collect your tickets before the day of the concert/event please contact Customer Services.

    If you have already booked and now want to collect your tickets instead of having them posted, please contact Customer Services.

    PLEASE NOTE: Customer Services usually require 48 hours notice to arrange collection of tickets and that Standing Tickets can ONLY be collected from the show Venue Box Office, after 4pm on the day of the show.

  • WHERE CAN I GET MEDICAL ASSISTANCE?

    The Arena’s medical centre is available on the concourse level opposite the entrance door to Block 2. In the event of an emergency please notify a member of Security, or any member of staff who will be happy to help. You can also get hearing protection from the medical centre if you are finding the concert a bit too loud.

  • CAN I BRING MY CAMERA?

    We understand the desire to take a few snaps during the show, however every Concert Promoter has their own policy regarding the admission of cameras. It should therefore not be assumed that you’ll be allowed to bring a camera into the show, and unfortunately promoters may change their policy at short notice. In this event, you’ll be required to leave your camera at the confiscation kiosk for collection after the show.

    Professional type cameras (those with the fancy interchangeable lenses) are a definite no-no unless you’re an officially accredited photographer covering the event. We’re afraid video cameras, audio equipment and iPads are also on the no-no list. Small instamatic cameras and smartphone cameras are generally permitted by the promoter, but keep an eye out for your show information emails as we'll put the specifics of any camera policies we know about on there.

  • CAN I FILM THE SHOW?

    Apologies if you’re a budding Spielberg, Nolan or Tarantino, but unauthorised filming of an event by audience members will not be tolerated. Anyone found to be filming illegitimately will have their equipment confiscated and risk ejection from the venue. 

  • WHERE CAN I BUY MERCHANDISE?

    Official merchandise is only available from inside the Arena, with the exception of posters from our licenced ID carrying poster sellers outside. We would strongly advise you to never buy merchandise from vendors outside the venue, as the quality is likely to be questionable at best and rash-inducing at worst.

     

  • WHERE CAN I BUY HOSPITALITY PACKAGES?

    If you’re looking for some added wow factor, you’ll find more information on Hospitality Packages and Memberships at www.amplify.co.uk

  • ARE CASH POINTS AVAILABLE?

    Several cash machines are located on the concourse of the Arena to ensure you’ll never miss out on that limited edition tour t-shirt or go thirsty during the interval. Happy days.

  • ARE ANY ITEMS BANNED FROM THE ARENA?

    At the Barclaycard Arena we’re all about ensuring every visitor has a great time, but rules are rules. It’s a condition of our venue licence that certain items are now allowed into the Arena in the interests of health and safety. These items include, but are not limited to:

    Hot food | Alcohol | Glass bottles | Cans | Flasks | Cool boxes | Hampers | Large flags/banners | Helium balloons | Studded belts | Dog collars | Trouser chains | Sharp/large rings

    Items will be confiscated and returned to you after the event, which may delay your access into and out of the Arena. If in doubt, leave it home would be our recommendation. Please note, prohibited items vary on a show-to-show basis; please refer to your ticket terms and conditions for any items that are not allowed into the venue.

  • CAN MINORS AND BABIES ATTEND A CONCERT?

    While you’re never too young to rock, due to noise levels we do not recommend bringing very small children to shows. All attendees, including children, must have a paid, valid ticket for an event unless otherwise stipulated. Children aged 14 and under must be accompanied by an adult of 18 or older (no dodgy fake IDs please). Children under the age of 14 should not purchase tickets for the standing area of the venue for events, and those aged 15 and 16 should only enter the standing floor when accompanied by an adult over the age of 18.

    For family shows you do not need to buy a ticket for babies under the age of one in advance of the show, although we suggest checking the exact policy at the time of booking. You will be issued with a ‘Babies in Arms’ ticket by the stewarding staff at the entry doors should this be the case.

  • CAN I BRING A PUSHCHAIR?

    Our venue licence permits you to bring your children to the venue in a pushchair, car seat or carrycot, however we do not allow these into the seating areas. Please leave these with Security at the confiscation kiosk, where you will be provided with a ticket to collect your item after the event.

  • DO YOU HAVE A CLOAKROOM?

    The Arena does not have a cloakroom due to the volume of people that attend events and the congestion this could result in. We therefore suggest that you keep your personal belongings to a bare minimum, as we cannot accept responsibility for items brought onto the premises. Sorry.

  • WHERE WILL I FIND LOST PROPERTY?

    In the unfortunate event you lose something while at the Arena, please speak to a steward straight away. Any property that’s found at the Arena will be handed into the Lost Property Department, where the company will keep it for eight weeks. If after eight weeks no claim has been made regarding the property, we will consider it to be abandoned and shall become the rightful owner of the property. In other words, should you lose something it’s best not to dilly-dally and simply call us on 0121 644 7010.

  • CAN I GET BACKSTAGE?

    Like you, we’d love nothing more than to get up close and personal with the stars of the show backstage. However, as a venue we are unfortunately not responsible for the distribution of backstage passes. Occasionally meet and greet passes are offered as competition prizes by radio stations and magazines but again we have no control over this so please don’t ask as we’ll be unable to help which will lead to sad faces all round.

    Keep an eye out on our social channels for our own exclusive competitions. 

  • CAN I GET AN AUTOGRAPH?

    At the Arena we liaise with Production Managers and Concert Promoters rather than the artistes directly. This means we cannot guarantee any acknowledgement from the artistes themselves as the decision rests completely with their Tour Management. We will ensure however that any fan mail or requests are passed onto the Tour Management on the day of the show, but beyond that we’re like a sunless Superman – powerless we’re afraid.

  • CAN I BRING A GIFT FOR THE ARTIST?

    While we’re big fans of kind gestures we have to advise you not to bring gifts for the artistes, as we are unable to accept responsibility for them. Sorry.

  • CAN I GET MY MOSH/CROWD SURF ON?

    Crowd surfing and moshing can lead to others getting hurt, and as such both are banned at the Arena and may result in ejection from the venue without refund. We do however still actively encourage the raising of devil horns and mass sing-a-longs out of tune.

  • WILL I BE ABLE TO SMOKE?

    Like all venues, the Barclaycard Arena is a totally non-smoking venue. This also includes e-cigarettes, which need to be used in the designated smoking areas.

    A pass out procedure will be in operation at most events, allowing you out into the designated smoking areas located by Blocks 1 and 12. Please note, due to logistical reasons some events will not be able to accommodate this facility, so it’s always wise to check prior to arriving.

  • WHAT’S YOUR DRUG POLICY?

    In a word, don’t! We offer a zero tolerance policy on drugs and do not condone the partaking of illegal substances of any kind.

  • WILL THERE BE SECURITY CHECKS?

    For the safety and peace of mind of visitors, security checks are possible when you enter the Barclaycard Arena. Please don’t take them personally; they’re there for your own safety.

  • HOW DO I ARRANGE A CHARITY COLLECTION?

    We salute all good deeds, but any charity collection must be agreed in writing by the Concert Promoter in advance of the concert date. No ifs, no buts. For further information please contact arena-sales@necgroup.co.uk

  • WILL I BE FILMED AT AN EVENT?

    At certain times the Barclaycard Arena may be used to film promotional material and by attending an event at the venue you consent to the possibility of being filmed.

  • CAN I DISTRIBUTE LEAFLETS AT AN EVENT?

    Please note that we do not allow leafleting outside of the Barclaycard Arena. Any leafleting inside must be done so with prior agreement from both the Concert Promoter and the venue. Where permitted a charge may be made for this activity. The venue reserve the right to evict those conducting unauthorised leafleting from the premises.

  • WILL THERE BE BIG SCREENS AT THE EVENT?

    Please note that where screens are used on a concert, this will be as part of the touring stage set, decided upon by the artiste and their Production. The venue does not provide screens for any concert and as such this facility is never guaranteed.

  • WILL PEOPLE BE ALLOWED TO STAND AT THE EVENT?

    It is accepted that at most concerts the audience will stand throughout the main artiste’s performance. If this is likely to cause you difficultly, you should request seats at the front of any section when booking seats for shows, even if this means sitting further away from the stage. This will ensure you can make your own choice in remaining seated. Seats in the tiered area would also offer a better view in this situation. Please note that standing on seats is strictly prohibited on health and safety grounds.

  • WILL THERE BE STROBE LIGHTING?

    Strobe lighting may be used during some performances. Patrons will be notified in advance (most commonly via signage on doors) if a performance includes the use of strobe lighting.

  • HOW DO I MAKE A COMPLAINT?

    The Barclaycard Arena strives to make your visit as enjoyable as possible, however if you do encounter a problem please return to Customer Services at the Box Office immediately and they will offer every assistance possible. There is also a Manager on duty at each event. Please note that it is easier to resolve a complaint at the time as there is often little we can do after the event.

    If you have any suggestions or comments you wish to make, please advise a member of staff. Alternatively, write to:

    Visitor Experience Manager

    The NEC

    Birmingham

    B40 1NT

    Or email them at: feedback@necgroup.co.uk

  • CAN I SEND THE ARTISTES FAN MAIL?

    If you would like to write to an artiste performing at the Barclaycard Arena, you can do so care of the venue and we will pass it on to the Tour Manager on the day of the show. We do receive a lot of fan mail and cannot guarantee that it will be acknowledged, nor can we guarantee return of any items sent in.

    Please do not bring gifts for the artistes to the event with you as we are unable to accept responsilbility for them.