Frequently Asked Questions


We are continually liaising with promoters and event organisers to reschedule events affected by UK Government guidelines.

See here for a full list of affected events


Here are our COVID-19 entry requirements and what else we are doing to keep you safe when you visit us 

You can also check out the dedicated event pages on our website for the most up to date information related to them.

COVID-19 Entry Requirements

Face Coverings

Do I have to wear a face covering at the event?

Yes. From Friday 10 December 2021, the Government has mandated the wearing of face coverings in entertainment venues. You are required to wear a face covering unless you are exempt or have a reasonable excuse for removing it (please see below).

Can I remove my face covering at all?

Yes. You can remove your face covering when eating, drinking or dancing. This is because it is not practical to wear a face covering when eating or drinking, and it is not recommended that face coverings are worn when undertaking strenuous physical activity, including dancing.

Why are some people not wearing face coverings at your venue?

Some people are exempt from wearing face coverings. This includes:

  • Children under the age of 11
  • People who cannot put on, wear or remove a face covering because of a physical or mental illness or impairment, or disability
  • People for whom putting on, wearing or removing a face covering will cause severe distress
  • People speaking to or providing assistance to someone who relies on lip reading, clear sound or facial expressions to communicate
  • To avoid the risk of harm or injury to yourself or others
  • Police officers and other emergency workers

If I am exempt, do I have to show an exemption card?

If you have an age, health or disability reason for not wearing a face covering you do not have to carry or show an exemption card or badge. It is a personal choice and is not required by law.

When might I be asked to remove my face covering?

You may be asked to remove your face covering for identification purposes, for example, to determine if you are over 18 if seeking to purchase alcohol, or by security staff.

What are you doing to ensure people wear face coverings?

We are regularly communicating to customers and our colleagues the requirement to wear a face covering. This includes in pre-event email communications, signage around the venue and public announcements.


What do I need to show on entry to the venue?

We currently require all customers to be prepared to show us proof that they are fully vaccinated or have a negative test result within the last 48 hours.

However, from 15 December, we will be required by law to check that visitors aged 18 or over are fully vaccinated or have proof of a negative test within the last 48 hours. This means that customers must show their NHS COVID Pass, or an alternative proof of a negative test result to gain entry into the venues. We are waiting for the Government to publish further information on what form those checks will take.

Where do I get the NHS COVID Pass from?

You can obtain an NHS COVID Pass digitally through the NHS App or the online NHS COVID Pass service. Details can be found here.

You can get an NHS COVID Pass two weeks after completing a full course of vaccination or with a negative test in the last 48 hours

If I don’t have an NHS Covid Pass can I still attend the event?

Yes, you should take a lateral flow test or PCR test within 48 hours of the event. If the test is negative, you can attend the event provided you bring proof of your negative test result such as an email or text. Details of how to report a COVID-19 lateral flow test result can be found here.

What if I am exempt?

Unlike the exemptions for face coverings, if you are unable to be vaccinated and/or tested for medical reasons, you must still show your NHS COVID Pass. The NHS COVID Pass that is generated for individuals with a medical exemption will be indistinguishable from that of people who are fully vaccinated.

Why do some venues not require customers to show an NHS COVID Pass or negative Covid test?

It is not currently a legal requirement to check customers have an NHS COVID Pass or negative test result. From 15 December 2021, it will only be a legal requirement to check customers have an NHS COVID Pass or negative test result if the event is:

  • Indoors with 500 or more unseated attendees where those attendees are likely to stand or move around for all or part of the event;
  • Outdoors with 4000 or more unseated attendees where those attendees are likely to stand or move around for all or part of the event; and
  • More than 10,000 attendees

If you are not checked, it may be because the event does not meet one of the requirements for checking as set out above.

If I’m refused entry because I don’t have an NHS COVID Pass or negative Covid test, can I get a refund of my ticket?

From 15 December 2021, it will be a legal requirement to check customers have an NHS COVID Pass or negative test for certain events. If you are refused entry in those circumstances, it is unlikely you will be entitled to a refund. Please contact your point of purchase for more information.

Booking Tickets

Can I book tickets over the phone?

Yes. Call our official ticketing partner AXS whenever you like (they’re open 24 hours a day). Their number is 0844 815 0815. Calls cost 7p per minute plus your standard network charge.

Can I buy my tickets directly from The SSE Arena, Wembley?

Yes, AXS.com is our official ticketing and resale partner. You’ll be directed to their site when you buy tickets online. 

On event days only, you can also buy tickets in person from our main box office. The Box Office is open no later than 1 hour before doors open until approximately 15 mins after the main act goes on stage. Find it at the front right of the building on Arena Square.

The method of delivery will be Flash Mobile Delivery. Thanks to Flash Mobile Delivery and our official venue app, your ticket can live on your phone, so you’ll always have it handy. It’ll also tell you what time the concert starts and which entrance you need to arrive at to get in faster.

Find out more about:

When is the Box Office open?

On event days only, no later than 1 hour before doors open until approximately 15 mins after the main act goes on stage, on event days only. If tickets are left for collection after then, they’ll be left at Reception (Door One entrance).

What is AXS Mobile ID?

AXS Mobile ID Tickets are the new way to enter the venue when you buy your tickets through The SSE Arena, Wembley or AXS.com.

They’re built with a dynamic barcode that changes every 59 seconds, meaning tickets can’t be copied or shared illegally. Your tickets will live on The SSE Arena, Wembley app, so you can store and access them easily, and share them with any friends and family attending the show with you.

Learn more about  AXS Mobile ID

Is there a place where people with disabilities can find advice and book tickets?

Yes, there is. Please call our specialist line 020 8782 5629, where we’ll be happy to help wherever you need us. You can also find useful information on our accessibility page.

What’s a facility fee?

The venue facility fee is reinvested into our services, so we can keep offering the highest quality experience for fans, artists and promoters.

I need to pick up my tickets at the venue. When is it open?

Whatever type of ticket that needs to be picked up, can only be collected on the day of the show.

Tickets bought via the venue or AXS.com can be collected from the box office which will be open no later than 1 hour before doors open (Monday-Saturday) until approximately 15 mins after the main act goes on stage.

On Sundays, the Box Office opens no earlier than 1 hour before doors and closes as the main act goes on stage.

Tickets from other agents may not be available until doors open.

When the box office closes, uncollected tickets will be left at our reception desk (via Door One at the front left of the building). You’ll need your booking reference number, a photo ID like a passport or driving licence, and the card used to buy your tickets. Only the credit card holder can collect tickets - we can’t accept letters of authorisation.

Have Flash Mobile Delivery tickets? Learn more about Flash Mobile Delivery

My tickets haven’t arrived in the post yet. What shall I do?

If your paper tickets haven’t arrived one week before the show, contact the issuer as soon as you can. 

If you booked through AXS or through our website, call 0844 815 0815 with your reference number/credit card details. If you’re calling from outside the UK, call 0044 161 3852111.

If you have Flash Mobile Delivery tickets, learn more here.

Since booking my tickets I have suffered from an injury. Can I change my seats?

Sorry to hear that. Customer services will endeavour to help you out. Drop them a message at customerservices@ssearena.co.uk

Can I replace a lost ticket?

It may be possible to replicate a lost ticket. Your point of purchase will be able to advise you.

I can’t attend the event anymore. Please could I have a refund?

Unfortunately tickets are non-refundable, however, AXS Official Resale provides fans with the fastest, simplest way to sell tickets they can no longer use for shows at The SSE Arena, Wembley. It’s also the official place to sell tickets endorsed by the artist, team, or venue. If fans have tickets from AXS but can’t make it to an event, they can sell their tickets at a fair price (no more than 10% above the price paid). Learn more here.

Do small children need a ticket?

Standard venue policy is that children under 18 months don’t need a ticket. This is event dependent, so check the individual event page for more information.

Entry Information

Door & Stage Times

We always try to include the most up to date information to the event pages on the website, but timing information can occasionally change.

I’m going to be late – will I still be able to get in?

Yes, you can. Entrances close when the majority of people are inside, but the front foyer stays open throughout the event. 

If you need to collect tickets after the box office has closed, they’ll be at our reception desk (via Door One at the front left of the building).

Can I bring my children to this event?

Unless stated, under 14s need to be with someone aged 16 or over. If you’re coming to a standing show, under 14s aren’t allowed into the standing area, and 14-15-year olds must be with someone 16 or over.

Can I bring my bag into the venue?

For security reasons all adult backpacks of any size plus any other bags larger than 40 x 35 x 19 cm aren’t allowed. Luggage can’t go into the auditorium, or be stored anywhere in the venue. We do not have cloakrooms.

Please also see the website page for the event you’re attending, as bag policy may differ on an event by event basis. We’ll keep you updated there.

Can I bring my camera into the Arena?

Our standard policy dictates that anything with a 35mm+ lens, audio, and video recording cameras are not allowed. Small cameras are fine unless the artist/promoter requests that all cameras are banned. In this case, we’ll tell you on the event page. If your camera has a detachable lens, you won’t be allowed to bring it into the auditorium.

Can I bring my own food and drink into the building?

You can bring confectionary, but drinks cannot be brought into the Venue. If you have a medical condition or need to bring babies milk, please email our customer services at customerservices@ssearena.co.uk.

A variety of beverages will be available for purchase within the Venue and free water is available on the concourses from our water dispensers.

Kirpan Information for the Sikh Community

We’ve worked with the Sikh Council of the UK to allow Amritdhari Sikhs to wear their Kirpans to events. A risk assessment was undertaken and in order to mitigate the perceived or real risk to the public The SSE Arena, Wembley requires that:

  1. Only an Amritdhari Sikh will be allowed to wear a Kirpan into the Arena
  2. The Kirpan must not be visible to the public and should be worn underneath the clothes whilst at the Arena.
  3. The Kirpan must be secure in the strap and a particular size. The blade length can be up to 4 inches and the full length with the sheath should not exceed 6 inches.
  4. The Sikhs wearing Kirpans are encouraged to declare it and undergo security searches along with other attendees.
  5. The Arena will refuse entry to anyone who exceeds their stipulated size limit or refuses to wear the Kirpan underneath their clothes.

Getting Here

Where is the nearest official car park to the Arena?


Can I come into the arena using a walking aid?

Walking aids (i.e. crutches, walking sticks, protective boots) are allowed into the seated areas but unfortunately, aren’t allowed in the standing area on standing floor events. To ensure you are booking the most suitable seat please call our accessible booking line on 020 8782 5629.

If you already have tickets, just drop us an e-mail to customerservices@ssearena.co.uk to check your requirements.

What is the venue's accessibility like?

We work hard to make our venue as accessible as possible. Find all the details on our accessibility page.

Do you provide hearing loops?

Yes, we have infra-red hearing assistance system available in the auditorium.

The hearing loop works in N4 - N12 and S4 – S12 rows A-H, N3 – N9 and S3 –S9 rows J – R, E3 rows A-O and E4 rows J-O.

Please contact customerservices@ssearena.co.uk for more information.

I need to bring my medication along to the event. Am I allowed to keep it with me?

We’ll do everything we can to make sure you’re safe and comfortable. If you need to carry medication, email us at customerservices@ssearena.co.uk before the show. We’ll be happy to help. 


Can I buy official merchandise at the Arena?

Yes, you can. Almost always, the only place official merchandise will be sold is inside the arena. On the rare occasions, it is sold outside it will be clearly marked as official.

We have merchandise areas in three locations around the arena. Please do not purchase merchandise from the hawkers outside and on Olympic Way: their products are not made to a high standard, and may also not be allowed into the venue for safety reasons.

The SSE Arena, Wembley is a cashless venue. What does this mean?

The bars, restaurants, and stands in the arena no longer accept cash. This is to speed up sales and cut down on your waiting time. There are loads of other ways to pay.

What payment methods do you accept?

  • Amex
  • JCB
  • Maestro
  • Mastercard – debit & credit cards
  • Visa – debit & credit cards
  • Visa Electron
  • Visa Vpay
  • Applepay

Contactless technology allows you pay for items that are £30 or less, quickly and securely. With no need to rummage for coins or enter a PIN, you can look forward to shorter queues when queuing for your food and drinks. All cards with a contactless symbol can be used throughout The SSE Arena, Wembley. If you’d like a receipt, just ask for one.

Are there any other ways to pay?
Yes, you can buy selected food, drink and merchandise via The SSE Arena, Wembley app, and beat the queues to collect it from the designated fast app collection points/units/merchandise outlets. 

You’ll also find exclusive food and drink offers, votes, competitions and useful information to help you get around, like an arena map and seating plan, as well as relevant travel information. Use it to buy or store your tickets/VIP upgrades for upcoming shows with Flash Mobile Delivery or resell your tickets with AXS Official Resale.

Enjoy your app experience with free WIFI inside the venue, powered by SSE.

Can I buy merchandise with cash?
Yes, you can still buy merchandise with cash or card.

What happens if my card is declined or I don’t have a card?
There will be limited back-up cash options in place just in case this happens. Visit our reception who will be happy to help.

Is there a cash machine in the venue?

There are no cash machines in the venue, the arena is cashless. Pay by card or via The SSE Arena, Wembley app (app collection point orders only).

Is there a cloakroom inside the building?

We don’t have any cloakrooms in our venue.

Please remember that: 

  • Only bags that are smaller than a standard rucksack size of approximately 35(W)x17(D)x42(H) cm will be allowed into the venue.
  • Customers with luggage will not be permitted entry as luggage cannot go into the auditorium, or be stored anywhere in the venue.
  • Please refer to the event page for any further event-specific policies.

Is there a place I can leave prams/pushchairs during the show?

During children’s shows, there is a buggy park on either side of the concourses inside the building, however, due to space restrictions, we suggest that you don’t bring them into the venue, if possible.

Can I go out to smoke?

We have a no readmission policy, so you can’t come back in if you leave to smoke.

Am I allowed to smoke my electronic cigarette?

You can vape on the concourses, in the foyer, and at the Heineken Bar and Empire Bar & Grill, but please note that you can’t vape inside the auditorium.

Is there readmission?

No, there is no readmission.

Is there free WIFI available in the venue?

Yes, there is free WIFI inside the venue, powered by SSE.

Show Information

How can I find where I’m sitting?

When booking, a seating plan of the event can be found on each individual event page on AXS.com through the 'Buy Tickets' button.

How wide are the seats at The SSE Arena, Wembley?

The seat base width is 378mm (1’3”)

Can parents wait inside the venue as the show is finishing?

Sometimes, but not if the show is sold out. We suggest meeting your party outside on Arena Square.

Can I meet the band/act/artist?

We’re afraid we can’t organise that. But some promoters do arrange meet and greet packages, which may be available to buy online.

Please could I have one of the display posters?

The posters displayed at our venue belong to the event promoters, who may want to use them for something else, so we can’t offer them to you. If the merchandise desks are open for an event it is always worth checking to see if they have tour prints available for sale.

Lost Property

Where can I collect lost property?

If you have lost something during a recent visit to us, please contact customerservices@ssearena.co.uk.

SSE Reward

I’m an SSE customer – do I get any perks?

Yes, you do. As an SSE customer, you can sign up to SSE Reward and take advantage of some great benefits, including presale access to tickets at the venue, ticketing for major events across the UK, exclusive experiences once you’re here access to the SSE Reward Lounge, and the chance to win incredible money-can’t-buy prizes.

What is SSE Reward, and how can I sign up?

SSE Reward is the exclusive sport and entertainment benefits package for SSE customers. With SSE Reward, you can access benefits, including; presale access to tickets for The SSE Arena, Wembley and other venues, exclusive experiences once you’re here, access to the SSE Reward Lounge, and the chance to win incredible money-can’t-buy prizes.

If you’re already an SSE customer, you can sign up for SSE Reward, or to find out how to become an SSE customer visit their website.

What is an SSE Reward presale?

SSE Reward members can buy tickets for The SSE Arena, Wembley up to 48 hours* before general sale through the SSE Reward presale. SSE Reward members will be notified of every eligible pre-sale by email and can also upgrade into the SSE Reward Lounge when purchasing their tickets through SSE Reward, *subject to availability.

What is the SSE Reward Lounge?

If you’re an SSE customer and have signed up to the SSE Reward programme, you can get free access to the SSE Reward Lounge. Found backstage at The SSE Arena, Wembley, you’ll have a private bar, jukebox and an exclusive area to relax in before the show. Spaces are limited and subject to availability.

Where is the SSE Reward Lounge?

The SSE Reward Lounge is located at the top of the South Concourse. It can be accessed via the South Concourse or if you are an SSE Reward member pre-booked into the SSE Reward Lounge, you can access the lounge via the VIP Entrance on Lakeside Way as instructed in your confirmation email.

Who are the SSE Energisers?

The SSE Energisers are the friendly face of SSE and provide a warm welcome to The SSE Arena, Wembley. They are on hand to answer any queries you may have about SSE Reward and the benefits it offers, and can also provide general information on event timings and venue wayfinding. 

Working at the Venue

I would like to work at The SSE Arena, Wembley. Are there any vacancies?

Information on available positions in the venue can be found by contacting the following:

ASM Global: 





Work Experience:

  • Unfortunately, we do not offer work experience placements.