Question 1

Do you have a lost & found?

Accepted Answer

Did you lose something? 
Click on the link below to view our virtual lost and found! You can communicate with us immediately and set up a time to pick up your item. Don't want to come back? No problem, you can set up shipping right from the website. Just click the link below:
Lost & Found Site

Question 2

Is there an age limit?

Accepted Answer

All of our events are all ages. Children 2 and under do not require a ticket, but must sit on a parent's lap.

Question 3

What items are not permitted in the venue?

Accepted Answer

(Keep in mind priority number 1 is to HAVE FUN! Just please do it without the items listed below)

No guns, knives, weapons, pepper spray, projectiles of any kind, or any other item that could be used to inflict harm.
Replicas of weapons also are NOT permitted.
No drugs or drug paraphernalia, illegal substances of any kind.
No personal video cameras, Go-Pros, selfie sticks, drones or laser pointers.
No professional audio, video, or audio recording equipment - (including detachable lenses, tripods, zooms or commercial use rigs)
No unsealed liquids or gels of any kind
No jewelry or clothing that could inflict harm
No bags will be allowed if outside of the bag policy.
No stuffed animals or toys of any kind
No Outside Food or Drink Allowed
This list of prohibited items is subject to change at the discretion of venue management

Zero Tolerance For Drug Use or Possession
The use or possession of any illegal drugs will not be tolerated anywhere inside or outside the venue. Security personnel and narcotics officers will be working and enforcing all drug related laws. Do not bring any illegal substances to the event as violators will be prosecuted to the fullest extent of the law. If you are found impaired at the door, security will not allow you to enter the venue. Event staff reserves the right to refuse entry to anyone. Please come with a smile and be prepared to enjoy a fun filled night of music and dancing.

Question 4

Do you have accommodations for guests with disabilites?

Accepted Answer

The Masonic strives to ensure that all of our guests have a great time at our venue. If you need additional assistance while you are here please make sure you let us know.

Ticketing- ADA tickets can be purchased online via www.livenation.com. You do not need to call the box office to place an order as all of our accessible tickets are available through www.livenation.com. Look for the  logo on the Find Tickets page to view all available accessible seats. We do have accessible seating in every price range, but be advised it does occasionally sell out. We have very limited seating available for guests on the day of the event so please make sure you purchase accessible seating when you order tickets.
Day of Show Parking- Accessible Parking is located in the Masonic Center Garage. Elevators access the facility lobby from the garage.
Accessible Stations- if you have questions or need assistance, please contact any of our guest service employees to help answer questions related to seating or other accommodations.
Unexpected Needs- if you have had an injury or illness that prevents you from using the original seat you purchased we strongly recommend going through www.livenation.com to exchange all tickets for accessible. We will have a very limited number of seats available on the day of the show for such issues, but we cannot guarantee we will be able to seat you. Please remember that accessible seating permits for the guest with the accessible need and one companion.
Interpreter Requests- if you will need an interpreter for an event please give us at least 2 weeks notice to secure. Guests that request an interpreter will need to pick up their tickets at will call. When the tickets are picked up we will introduce you to your interpreter for the evening and take you to your seats. There is no charge for interpreter services. Please call 415-776-7457 to arrange for an interpreter for your visit.
Accommodations- all venue bathrooms, concession stands, and merchandise stands are accessible. Elevators are available to access the balcony, main floor and restroom locations.

Question 5

What if I need hearing assistance at my show?

Accepted Answer

Guests that require assisted listening devices can contact our venue office prior to the event to arrange for a device. Please give us at least 2 days notice. Guests that require interpreter service can call the venue and arrange this for any event. We need at least 2 weeks notice to secure an interpreter. We can be reached at 415-776-7457.

Question 6

Can I bring alcohol?

Accepted Answer

The Masonic offers a wide variety of alcoholic beverages for purchase during your time at the venue. You are not permitted to bring any alcoholic beverages into the venue. A valid and current Driver License or State ID card is required to purchase alcohol- guests will be required to show ID every time they purchase.

Question 7

Will my bag be inspected?

Accepted Answer

All bags are subject to search upon entry. Guest have the right to refuse a bag search and the venue has the right to refuse entry. If you have any items that are not allowed into the venue please return them to your vehicle.

Question 8

How do I pick up my ticket at Will Call?

Accepted Answer

Will call tickets are available for pickup at the box office located in The Masonic Lobby. Please make sure that you have a photo ID matching the purchasers name to pick up tickets. Any name changes need to go through Ticketmaster Customer Service- 800-653-8000.
 
Guests are not permitted to put tickets in will call for other guests to pick up. You will need to arrange to meet your party at the facility to deliver tickets.
 
If tickets or passes are being left for you- they will only be left at the box office. This includes meet and greet passes, backstage passes, press passes, and tickets from the tour or other promotional company. We do not get these tickets until the day of the event close to doors so please do not try to pick them up earlier. If your tickets/passes are not in will call you will need to contact the person that left them for you to determine where they are. The box office cannot contact any member of the tour for you.

Question 9

Can I bring my camera to the show?

Accepted Answer

SUBJECT TO CHANGE- The standard venue policy allows camera phones, disposable cameras, and small digital cameras. Any camera that has a detachable lens will be considered professional and not allowed in. If the camera lens zooms out of the camera more than 1 in- it will be considered a professional camera and will not be allowed in. Some artists do not permit cameras so please check back for the show you will be attending to ensure that we will be allowing cameras in.

Question 10

Can I bring a banner or sign?

Accepted Answer

Signs larger than 8.5 X 11 in are not permitted into the venue. This size is a standard sheet of paper. We do not allow in banners or signs that are larger than this due to the potential to block other guests view of the performance. All signs must be appropriate in nature and not be a distraction to the artist.

Question 11

How do I apply to work at The Masonic?

Accepted Answer

The venue begins hiring for each season in early March. If you are interested in working for the venue please visit:
http://www.livenationentertainment.com/careers/seasonal/

Question 12

What happens if my show gets cancelled?

Accepted Answer

Cancelations will only occur in the event of severe weather, artist cancelation, or an act of God. In the event of a cancelation local media will be notified and any information about a potential reschedule will be made available. Refunds will be available at the point of purchase.

Question 13

When do doors open?

Accepted Answer

Door times vary, but are usually one hour prior to show time. Please check the specific event page as these time are subject to change. Please do not attempt to enter the venue any earlier than the designated times as you will be turned around and told to return at the appropriate time. The Masonic does not allow guests to form lines outside of the facility before specified door times.

Question 14

What is your cell phone policy?

Accepted Answer

Generally cell phones are permitted in the venue. On occasions, comedy shows in particular, cell phones usage may not be allowed due to artist requests.

Question 15

Do you have an ATM?

Accepted Answer

We have one ATM on site located near Box office in the Venue Lobby.

Question 16

Can I bring my service animal to my show?

Accepted Answer

Service animals are permitted inside the venue during events. Only registered working animals are permitted.
Like many venues and other large places of assembly, the Masonic has a &ldquo;no pets&rdquo; policy. However, Live Nation&rsquo;s policy explicitly permits guests with disabilities who use dogs as service animals. The Masonic's policy, consistent with ADA&rsquo;s revised guidelines, defines &ldquo;service animal&rdquo; as limited to a dog that is individually trained to do work or perform tasks for an individual with a disability. The task(s) performed by the dog must be directly related to the individual&rsquo;s disability.
The Masonic requires, consistent with the ADA, that service animals must be harnessed, leashed, or tethered, unless these devices interfere with the service animal&rsquo;s work or the individual&rsquo;s disability prevents him or her from using these devices. Individuals who cannot use such devices must maintain control of the animal through voice, signal, or other effective methods.

Question 17

What is the venue contact information?

Accepted Answer

Venue Phone number &ndash; 415-776-7457
Venue Email &ndash; SFMasonic@LiveNation.com
Venue Address- 1111 California St., San Francisco, CA 94108

Question 18

Can I buy an all access pass?

Accepted Answer

All Access passes or Backstage Passes are not available for purchase. Visit www.livenation.com to view any VIP packages that may involve a meet and greet or additional access. The venue box office does not sell any meet and greet, backstage or venue passes.

Question 19

Do you have bicycle parking?

Accepted Answer

Bike racks are located near the main entrance on California St. All bikes must be removed by the end of the event. The Masonic is not responsible for lost or stolen bicycles.

Question 20

Do you allow to conceal and carry?

Accepted Answer

The Masonic does not allow weapons on our property. Guests should follow all applicable laws regarding securing a weapon in a vehicle if they have it on them when they arrive. The venue will not secure weapons and will take no responsibility for any weapons left in vehicles.

Question 21

I'm the designated driver, do you have drink options for me?

Accepted Answer

Our concessionaire offers free fountain sodas to guests that commit to be the designated driver for their party. Please see event staff for information.

Question 22

Can I bring water into the venue?

Accepted Answer

Guests are permitted to bring in One (1) factory sealed bottle of water. This policy is subject to change based on artist requests or safety considerations. Aluminum bottles, refillable plastic water bottles are permitted. Camelbacks are not permitted.
Water fountains are located in the main and balcony concourses.

Question 23

Where can I get dropped off at the venue?

Accepted Answer

Drop off area located in the white zone on California St., directly in front of the facility. Please let the staff know that you are dropping someone off and they will direct you. Guests cannot remain in their vehicles during the event- they must drop off and return after the end of the show.

Question 24

What happens in case of emergency?

Accepted Answer

In the event of an emergency while on site- The Masonic has trained paramedics to assist with any medical issues. First aid is located downstairs, next to the Men's Restroom but any staff member with a radio can dispatch First Aid to the location needed. Local law enforcement officers are also on site for every event and can assist if needed or requested. Venue management works closely with all appropriate emergency agencies and services to ensure that we are up to date on any potential crowd related issues. Please follow our Facebook and Twitter pages for the latest developments on event days- https://www.facebook.com/SFMasonic,https://twitter.com/sfmasonic.

Question 25

Do you accept fan mail?

Accepted Answer

The Masonic will do our best to get any fan mail sent to the venue to the appropriate parties. We cannot guarantee that any package or letter will be given to an artist. We recommend visiting the artist&rsquo;s website and sending any items to their designated address. We are not responsible for returning anything that is sent to the venue for an artist.

Question 26

Can you recommend any nearby hotels?

Accepted Answer

www.thescarlethotels.com
www.ihg.com/intercontinental/hotels/us/en/san-francisco/sfoha/hoteldetail?cm_mmc=GoogleMaps-_-IC-_-USA-_-SFOHA
http://www.fairmont.com/san-francisco/
https://www.stanfordcourt.com/

Question 27

Does The Masonic have parking?

Accepted Answer

The entrance to our on-site parking garage is on California Street, just next to the entrance. It is open 24 hours per day, seven days per week. We recommend purchasing parking in advance of any show, as space is limited. Parking is available via Ticketmaster or at SP+ Parking

Question 28

How do I purchase premium seating?

Accepted Answer

If you are interested in purchasing a floor box, season seats or club access for the season please contact our PSS department at 650.623.3046. Neither the venue receptionists nor the box office can answer questions regarding pricing or availability for these boxes.

Question 29

Can I leave and come back?

Accepted Answer

Re-Entry is not permitted at The Masonic. Please ensure that everything you will need for the event is brought in with you. If you do leave at any point in the evening- you will not be allowed back in without a new ticket.

Question 30

Can I videotape the show?

Accepted Answer

Some shows do allow audio recording so please contact us prior to the event you are attending to confirm if this will be allowed.

Question 31

What if I need medical assistance at a show?

Accepted Answer

First Aid is located downstairs, next to the Men's Restroom . We have trained medical personnel that are able to assist with any issue you encounter. If you have medication that you need stored in a refrigerator please go to First Aid and our medical staff will assist you. If you have a condition that requires you to use a needle for medication while you are here- please do so in our medical area so the syringe can be properly disposed of.

Question 32

Can I bring my medication into the venue?

Accepted Answer

It is recommended that guests bringing medication into the venue for necessary or possible administration during the show, utilize or have with them the original container and/or label pertaining to the prescription, or other form of documentation or confirmation of personal medical use, which may be requested of the guest for examination and verification by venue staff or security.

Question 33

Can I smoke in The Masonic?

Accepted Answer

Smoking is prohibited inside The Masonic and on the front porch next to the main entrance. Please see guest services for to be directed to the designated smoking area.

Question 34

Do you have venue security?

Accepted Answer

Live Nation is dedicated to providing a safe environment. Security will be present throughout the entire event. The Security Staff will be available to assist your needs including any medical requests. Don't hesitate to reach out to any staff member to assist with any questions or concerns.

When coming through the gates, please plan on security using metal detectors and/or a physical pat down for our search procedures. All bags are subject to inspection. If you have a medical reason for not wanting to be searched via metal detectors, please visit contact guest services and our medical team and they will give you an alternative to our metal detectors. More information can be found here https://www.livenation.com/venueguidelines/

Question 35

What is your policy for ticket scalpers?

Accepted Answer

Scalping or reselling tickets is strictly prohibited on the property of the venue. Any guest caught selling tickets on property will be turned over to local law enforcement.

Question 36

Can I bring a stroller?

Accepted Answer

Strollers are permitted but must be left in coat check once inside.

Question 37

Where do I reach out for media inquiries?

Accepted Answer

Any media inquiries need to be directed to our Local Office &ndash; 415-371-5555

Question 38

Can I bring an umbrella?

Accepted Answer

Umbrellas are never permitted in the venue.

Question 39

Does The Masonic recycle?

Accepted Answer

The Masonic participates in a venue wide recycling & compost program. You will find recycling and compost bins located though-out the venue.

The Masonic

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