Frequently Asked Questions

Can I book tickets over the phone?

Yes tickets can be booked 24hrs a day through AXS, our ticketing partner. The phone number is 0844 815 0815 and calls are charged at 7p per minute plus your standard network charge.

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

Yes, tickets may also be purchased in person at our main box office. Please note that the main box office does not hold tickets back for personal callers

All purchases made at The SSE Arena, Wembley box office will be subject to booking fees. Handling charges are added to some purchases.

How do I buy my tickets directly from The SSE Arena, Wembley Box Office?

The venue Box Office is open on event days from 12 noon. These hours are extended to approx. 9pm on event days. It is situated at the front right of the building on Arena Square.

Please note that the main Box Office does not hold tickets back for personal callers.

All purchases made at The SSE Arena, Wembley box office will be subject to booking fees. Handling charges are added to some purchases.


When is the Box Office open?

The venue Box Office is open on event days from 12 noon. It is situated at the front right of the building on Arena Square.

The Box Office remains open until the main act goes on stage, approx 9pm. If tickets are left for collection after this time, they will be left at Reception (Door One entrance).

Please note: All ticket purchases at the Box Office are subject to a booking fee. Tickets can also be bought over the phone by calling 0844 815 0815. 

What is Flash Mobile Delivery?

Flash Mobile Delivery is a digital ticketing system, with tickets assigned directly to fans attending.

This will now be the only customer admission method for ticket purchases made via AXS or The SSE Arena, Wembley. It eliminates paper tickets and allows you to enter events quickly with the scanning of the venue app. 

Click HERE to find out more information.

I am classed as disabled. Where can I book tickets?

Please call our specialist line 020 8782 5629 for advice and bookings.

Why am I charged a facility fee?

The venue facility fee allows AEG, who owns the venue, to continue to invest in enhancing The SSE Arena, Wembley This ensures we continue to consistently deliver the highest quality experience for artists, promoters and fans.


Where can I find out where my seats are situated?

A seating plan of the event can be found through each individual event page through the 'Buy Tickets' buttons

I have been instructed to pick up my tickets at the venue. When is it open?

Tickets can only be collected on the day of the show.  If you have purchased via the venue then tickets can be collected from the Box Office after 2pm on Mon – Sat.  On a Sunday, the Box Office opens one hour before doors..  The Box Office closes as the main act goes on stage. If there are still tickets awaiting collection by this time, they are left at our reception desk (via Door One at the front left of the building).

If you have purchased from other ticket agents, collections will only be available from approximately 5pm. Please ensure that you bring your booking reference number, a form of photographic identification (e.g. passport/driving licence) and the credit/debit card used to buy your tickets. Please note that only the credit card holder can collect tickets; letters of authorisation are not accepted.

My tickets have not arrived through the post yet. Where can I track them?

If you have not received your tickets one week before the show, please contact your ticket issuer as soon as possible. If you booked through AXS or through our website, please call 0844 815 0815 and have your reference number/credit card details to hand. If calling from outside the UK, please call 0044 161 3852111.

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

Wherever possible, please contact customer services:

Walking aids (i.e. crutches, walking sticks, protective boots) are not allowed on the standing floor.

I have lost my ticket. Please could I get a replacement?

It may be possible to replicate lost tickets.  Please contact your point of purchase.

I’m going to arrive late – will I be denied access to the building?

Entrances will close as and when the majority of patrons are inside, but the front foyer entrances remain open throughout the event. The venue Box Office stays open until the main act goes on stage. If there are still tickets awaiting collection by this time, they are left at our reception desk (via Door One at the front left of the building).

I can no longer attend the event. Please could I have a refund?


Can I bring my children to this event?

Unless stated at the time of booking, those under the age of 14 must be accompanied by a responsible adult over the age of 16. If you are planning to attend a standing show, under 14s are not permitted into the standing area (14 year and 15 year olds must be accompanied by an adult, aged 16 or above).

Do small children need a ticket?

Standard venue policy is that children 18 months and under do not require a ticket. However, this is event dependant so please check the individual event info for further guidelines.

How do I get to the Arena?

All the information you need can be found here:

Where is the nearest official car park to the Arena, and how do I book?

Official car parking for the Arena can be booked here:

Please check here for daily parking rates and accessible parking.

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

Any requests should go to

What is the venue's accessibility like?

Box Office

All positions have an audio loop, which can be used by adjusting your hearing aid to the ‘T’ position.

There are two dropped down counter positions to assist wheelchair users.

Vehicle Drop Off / Car Parking

There is ample car parking on site for blue badge holders located at the front of the Yellow Car Park – accessed via Engineers Way or First Way. There is also parking  in the Red Car Park, accessed by Royal Route.

This can pre booked or on the day HERE


Food and drink outlets with dropped counter units are available on both the North and South Concourses, and the Restaurant and Hospitality areas are fully accessible by lift.

The North and South Merchandise units have lower counters, and staff will happily assist you in purchasing any official merchandise.

Accessible Seating

There are 25 wheelchair accessible spaces within the auditorium, and a number of seats for ambulant disabled patrons. These can be booked via our dedicated Specialist Sales Line: 020 8782 5629

Assistance dogs

Assistance dogs are welcome, though dependant upon the event may not be able to remain within the auditorium. In such cases alternative provision will be made. Please check prior to arrival.

Hearing Assistance

The SSE Arena, Wembley has a infra-red hearing assistance system available within the auditorium. Receivers are available for use with or without hearing aids from the venue reception on the South Concourse – A refundable deposit will be required for security.

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.

Toilet Provision*

Concourse Level – there are 3 accessible toilets on both the North and South Concourses. These are located centrally, no more than 40 m from the wheelchair viewing platforms in the auditorium.
Foyer Level – the public accessible toilets are located off the main entrance foyer.
Restaurant Level – accessible toilets are located next to standard toilets.

* All our accessible toilets are radar key operated. If you do not have your own, these are available from Reception or please ask a Steward.

Emergency Evacuation

All alarm systems within the Arena have both visual and audible warnings.
Evacuation routes from foyer and concourse levels offer flat floor egress.
In the event of evacuation from the restaurant or hospitality areas, lifts cannot be used and staff will assist you to a place of refuge to await fire brigade assistance.


Wheelchair Hire

Wheelchair hire is also available within the venue.

Please contact for more information.

Do you provide hearing loops?

The SSE Arena, Wembley has a infra-red hearing assistance system available within 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 for more information.

Can I buy official merchandise at the Arena?

The only place official merchandise is sold is inside the arena, and 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 product is not to a high standard, may lead to disappointment, and for safety reasons may not be allowed into the venue.

Door & Stage Times

Whilst we always try to include the most up to date information on this website - timing information is subject to change

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

We’ve gone cashless in the arena to speed up sales and reduce our customers’ waiting time.

What payment methods do you accept?

Mastercard – debit & credit cards
Visa – debit & credit cards
Visa Electron
Visa Vpay

Are there any other ways to pay?

Yes, you can buy selected food, drink and merchandise via The SSE Arena, Wembley app, for collection at the bars, app collection units or merchandise outlets.

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 to deal with this eventuality.

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

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 To enjoy the convenience of contactless payments; - Make your selection. - Hold your card close to the contactless reader to pay. - The reader lights up and beeps to confirm that your payment has been processed. - If you’d like a receipt, just ask for one.

Can I bring my bag into the venue?

For security reasons, bags no larger than a standard rucksack size of approximately 35(W)x17(D)x42(H) cm will be allowed into the venue. We do not have cloakrooms.

Please also refer to the event page, found on our website, for the event that you are attending as bag policy may differ and information will be specifiied here.

Can I bring my camera into the Arena?

Our standard policy dictates that anything with a 35mm+ lens, audio and video recording cameras are prohibited. Small cameras are fine, unless the artist/promoter requests that all cameras are banned. In this case it will state this on our website. If your camera has a detachable lense - you will not be allowed to bring it into the auditorium.

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

Only confectionery is permitted. Drink cannot be brought into the Venue. If you have a valid medical condition or need to bring babies milk, please email our customer services at

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

Is there a cash machine in the venue?

Yes we have five cash machines at the venue. There are three ATM machines in the left of the foyer, and two to the right of the bar on the upper level at the front of the venue.

Don’t forget, 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?

There are no cloakrooms operating in our venue - therefore please be advised that:

For security reasons, bags no larger 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 info for your event on further polices. 

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 not bringing them into the venue if possible.

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

We can not accommodate these requests if the show is sold out. We suggest meeting your party outside on Arena Square.

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

The seat base width is 378mm (1’3”)

Kirpan Information for the Sikh Community

The management of The SSE Arena, Wembley in consulation with the Sikh Council of the UK have confirmed that Amritdhari Sikhs can 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.

Can I meet the band/act/artist?

Unfortunately, we are unable to accommodate these requests. Meet and greet packages are arranged by the promoter of the event and tickets may be available to buy online

Please could I have one of the display posters?

As the posters displayed at the venue belong to the promoter, who reserve the right to retain these on any given event for a number of uses, we are unable to reserve posters and offer them out to the public. If the merchandise desks are open for an event it is always worth checking to see if they have tour prints available for sale.

Where can I collect lost property?

If you have lost something during a recent visit to us, please log your lost item at  It connects with our lost property management system, NotLost. 


Any items will be kept for 2 weeks from being found before being donated to a local charity.

Is there readmission?

There is no readmission  

Can I go out to smoke?

There is no readmission, so pass outs are not permitted to those wishing to smoke.

Am I allowed to smoke my electronic cigarette?

We are now permitting vaping on the concourses, in the foyer, Heineken Bar and Empire Bar & Grill, but please note vaping is not permitted inside the auditorium.

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:


Website HERE


Backstage -
SB Security Solutions

Stewarding -  
Centre Circle 
01474 824681


National Merchandise


Levy Restaurants
020 8782 5618


Property Support Service Group

Work Experience:

Unfortunately we do not offer work experience placements.

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 here,  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.