FREQUENTLY ASKED QUESTIONS

The following questions have been generated to cover the most Frequently Asked Questions. General rules and regulations are established to ensure public safety and maintain a safe and orderly environment for Gwinnett Center’s employees, users and related service providers.

If your question is not addressed below or if you would like to request an exception, please call 770-813-7500 or e-mail info@gwinnettcenter.com.

BOX OFFICE QUESTIONS

What is AXS Ticketing?

As of March 1, 2013, Gwinnett Center is incorporating a new ticketing system called AXS Ticketing. AXS Ticketing is an innovative ticketing platform with key features to enhance the ticket purchasing experience. 

What is AXS?

AXS is a new ticketing platform with key features that will enhance the ticket purchasing experience.

What are some of the new features?

AXS Invite: this feature gives ticket buyers the opportunity to invite friends to an event without having to purchase everyone’s ticket themselves – they can simply hold seats directly adjacent to the seats they purchased.  The ticket buyer can send a link with the held seats to a friend or family member via Facebook or e-mail.  Invitee can decline or accept the tickets anytime within 48 hours.  If they accept, they can log on to axs.com and purchase the tickets directly.
AXS Waiting Room: this feature is available directly prior to the general on-sale (the time the waiting room opens will vary depending on event).  Ticket buyers can log on to axs.com and enter the waiting room where they can view event details, pricing, available seats and ticket information.  They can also go ahead and enter their credit card and billing information to save time once the on-sale goes live.

Why is Gwinnett Center moving to the AXS Ticketing Platform?

This system has a lot of new features that our ticket buyers will find beneficial. It gives them the opportunity to share event invites socially through AXS Invite, and it provides customers with free ticket delivery options. We are eager for everyone to experience what AXS can do.

When did AXS Ticketing launch across the country?

AEG introduced the AXS Ticketing platform in 2011. A few other venues utilizing the AXS Ticketing are:

  • The O2 Arena – London, UK
  • Sprint Center – Kansas City, MO
  • Citizens Business Bank Arena – Ontario, CA
  • Bluebird Theater – Denver, CO
  • Ogden Theatre – Denver, CO
  • Verizon Theater – Dallas, TX
  • Mill City Nights – Minneapolis, MN
  • Target Center – Minneapolis, MN
  • STAPLES Center- Los Angeles, CA

How can I purchase tickets?

Buy tickets at GwinnettCenter.com, The Arena at Gwinnett Center Box Office or by calling 1-888-9-AXS-TIX.

The consumer will go to GwinnettCenter.com, click on the event that they would like to attend, click the buy now button, and the purchasing process has begun. It is that simple.

There are no fees to print at home with the AXS Ticketing system. This is a free option to receive purchased tickets

Where are the box office hours?

Non-Event Days

Monday thru Friday: 10:00 A.M. – 5:00 P.M. 
Saturday thru  Sunday: Closed on non-event days

Event Days

Monday thru  Friday: 10:00 A.M. through the start of the show
Saturday thru  Sunday: 12:00 P.M. (Noon) through the start of the show

  • Exact closing vary per event
  • Box Office Hours may vary on event days

Gwinnett Performing Arts Center

The box office opens one (1) hour prior to events, and the closing times vary by show.

Please contact the box office directly at 770-813-7600 or e-mail boxofficeinfo@gwinnettcenter.com for additional information.

What are ticketless tickets?

Ticketless ticketing (credit card entry) is an alternative delivery method to receiving your tickets. Instead of receiving physical tickets through the mail, UPS, will call or in-store pick-up, the credit card used to purchase your tickets serve as your ticket to the event. To get into the show, all you need is the credit card you that you used to purchase your ticket and a valid, government-issued ID, such as a driver’s license, state ID or passport.

What if I buy a ticketless ticket for someone else?
If you buy a ticketless ticket for someone else, you (the purchaser) will either need to be present at the gate to let your guest into the venue with your credit card used to purchase your tickets. Additionally, you can contact AXS Ticketing by calling 1-888-9-AXS-TIX, and put the event attendee down as an alternate ticket user.

How do I purchase tickets?
Paperless tickets can only be purchased online through www.gwinnettcenter.com. This means that we will not be able to process event tickets in the paperless price levels at the box office. To purchase these price levels, you will need to go to www..com (link to: http://www.axs.com/) or call 1-888-9-AXS-TIX.

Which price levels are paperless?
The ticketless price levels vary by event, but this information can be found on the event page.

If a price level is not paperless, these tickets can be purchased at The Arena at Gwinnett Center box office.

For more information about a specific event, please visit the Events & Tickets page.

Is it ok for me to purchase tickets from a secondary ticketing website?

For each event at Gwinnett Center, we receive complaints and questions regarding third party ticketing websites. Due to the nature of the business, we host events that sell out very quickly, so patrons go to the secondary market to purchase their tickets. Gwinnett Center is not able to guarantee that these tickets are legitimate because they were not purchased from an official source, so by purchasing these tickets, you might be the victim of scalping. We have encountered situations where a patron purchases tickets through one of these websites, and finds out that the tickets were counterfeit at the event, so they are not able to attend the show. Sometimes, while you may receive real event tickets, you end up paying more than face-value for these tickets.

AXS Ticketing is the official ticket provider of Gwinnett Center.

In order to avoid missing an event, you should NOT purchase tickets from secondary websites unless it is an approved vendor of Gwinnett Center. We urge patrons to purchase tickets to Gwinnett Center events using the following methods:

If you choose to purchase tickets using a secondary website, Gwinnett Center and AXSTicketing are not liable for the counterfeit tickets purchased, overpayment or for special packages promised by the scalper website, i.e. meet and greets, t-shirts, etc.

Please note that AXS Ticketing has a partnership with StubHub, and can verify tickets for patrons prior to the event day for tickets purchased via StubHub. Please bring your tickets to Gwinnett Center’s box office to verify your tickets.

Does Gwinnett Center take credit cards?

Gwinnett Center takes all major credit cards including, VISA, MasterCard, American Express and Discover Card for tickets.

You can also use your credit card at the concession stands and on merchandise purchases.

Can my children attend an event?

For most events, children under 24 months do not require a ticket to enter. However, in order for a child to have his/her own seat, a ticket is required. For some family events this may vary.

For more information about a specific event, please visit the Events & Tickets page.

What if I have a duplicate ticket?

If duplicate tickets (two or more guests holding tickets to the same seat for the same event) are presented, immediately contact an event staff member or proceed to the box office for assistance.

How can I get a refund on my tickets?

There are no refunds or exchanges.

What if my event is cancelled?

If an event is cancelled, the event tickets will be refunded at the point-of-purchases. 

  • If tickets were purchased through AXS.com or by phone, please contact 1-888-9-AXS-TIX. 
  • If tickets were purchased at the Gwinnett Center box office, please go to the box office to receive your refund.

What if I have a disability and require special assistance?

The Arena at Gwinnett Center
Seating: The Arena has accessible seating located in all levels of the Arena at all price categories. Seating for the visually/hearing impaired is available in the lower level. All levels of the Arena are accessible by elevator and escalator.

Parking: A limited number of designated handicap parking areas are located at the front of The Arena. The designated handicap parking spaces are available on a first-come, first-serve basis and cannot be reserved in advance. Please contact a parking attendant to assist with drop-off or pick-up arrangements. Guest in wheelchairs should enter the building at the Main Entrance. The Arena at Gwinnett Center has ADA Parking on all levels of the parking deck and ADA parking in the front lot. Drop-offs for ADA should use Arena Drive (traffic light on Sugarloaf Parkway) and may be dropped off at the front of The Arena near the crosswalk.

Wheelchairs: A limited number of wheelchairs are available for guests in need of assistance at the Guest Services Desk. These wheelchairs are available on a first-come, first-serve basis and cannot be reserved in advance.

Assisted Listening Devices: Assisted listening devices are available for loan for all performances. Please see a member of the guest services staff for further assistance. In addition, sign language interpretation services are available for certain events. If your group requires several listening devices please call 770-813-7572 (at least 2 weeks prior to event day) to alert the guest services staff.

Gwinnett Convention Center
Parking: A limited number of designated handicap parking areas are located in the North end of the Convention Center “Peanut Lot.” The designated handicap parking spaces are available on a first-come, first-serve basis and cannot be reserved in advance. Please contact a parking attendant to assist with drop off or pick up arrangements. Convention Center hasADA parking in the main parking lot of the building. Drop-offs for ADA may be done at the flagpoles directly in front of the Convention Center.

Wheelchairs: A limited number of wheelchairs are available for guests in need of assistance at the Concierge Desk. These wheelchairs are available on a first-come, first-serve basis and cannot be reserved in advance.

Assisted Listening Devices: Assisted listening devices are available for loan for all events. Please go to the Concierge Desk for further assistance. In addition, sign language interpretation services are available for certain events. If your group requires several listening devices please call 770-813-7572 (at least 2 weeks prior to event day) to alert the guest services staff.

Gwinnett Performing Arts Center
Seating: The Performing Arts Center has accessible seating located on the Orchestra level levels of The Performing Arts Center. Seating for the visually/hearing impaired is available in the lower level for most shows. All levels of The PAC are accessible by elevator.

Parking: A limited number of designated handicap parking areas are located at the front of the Performing Arts Center and in the North end of the Convention Center “Peanut Lot”. The designated handicap parking spaces are available on a first-come, first-serve basis and cannot be reserved in advance.

Wheelchairs: A limited number of wheelchairs are available for guests in need of assistance by asking one of the Guest Services Staff located throughout the lobby. These wheelchairs are available on a first-come, first-serve basis and cannot be reserved in advance.

Assisted Listening Devices: Assisted listening devices are available for loan for all performances. Please see a member of the Guest Services Staff for further assistance. In addition, sign language interpretation services are available for certain events. If your group requires several listening devices please call 770-813-7574 (at least 2 weeks prior to event day) to alert the guest services staff.

How do I purchase accessible seating tickets?

Gwinnett Center is an ADA compliant facility. To order accessible seating tickets, please contact AXS Ticketing at 1-888-9-AXS-TIX or visit The Arena Box Office. 

At the Gwinnett Center, we hold seats in various areas of our facility for patrons who require wheelchair access, individuals with visual and hearing impairment and for those patrons who have limited mobility, but do not require the use of a wheelchair.

For more information about a specific event, please visit the General Box Office Information page.

Can my ticket be scanned from my smartphone?

Yes, you can scan your ticket from your smartphone. Please show your ticket barcode on your phone to the usher at the gate, and they will scan it directly from your phone.

EVENT-BASED QUESTIONS

What time do the venue doors open?

The venue’s doors typically open one (1) hour prior to the event time. This is subject to change for each event.

For more information about a specific event, please visit the Events & Tickets page.

Can I come into the venue, leave, and come back to watch the show?

Exiting and re-entering the building with the same ticket is not permitted. Exceptions are only made in the case of medical situations and emergencies. Guests with medical or other emergencies who want to leave and then return to the building should be directed to Security Personnel. The ticket for the event must be produced and then scanned out for exit.

What if I lose someone or something at an event?

Guests looking for their lost child should report directly to the Guest Services Desk, Concierge Desk or ask an event staff member for assistance.

All items found at Gwinnett Center are turned over to Gwinnett Center’s security department. Items will be disposed of after being unclaimed for 30 days.

If you have lost an item, please contact the security department by calling 770-813-7540.

Are cameras allowed inside the venue?

The permitted use of cameras varies by event, however, cameras with professional lenses, detachable lenses or detachable flashes are prohibited. The use of video cameras, audio recording devices and digital cameras in video mode is strictly prohibited (including GoPro cameras), and will result in confiscation and possible ejection from the venue. These are general rules and can be overridden based on a specific request from the attraction or promoter.

For more information about a specific event, please visit the Events & Tickets page.

What can/can’t I bring into the venue the day of the show?

Gwinnett Center creates a safe and secure environment for guests and employees. The venue security personnel reserve the right to determine the method of security checks as deemed necessary including the use of metal detectors, the search of jackets, clothing and other items.

Possession of prohibited items will be grounds for ejection from Gwinnett Center. Gwinnett Center is NOT responsible for items left behind, lost, stolen or damaged.

Prohibited Items:

  • Backpacks 
  • Duffle Bags 
  • Briefcases 
  • Electronic devices larger than a cell phone (e.g. iPads or other tablets) 
  • Computers or Laptops 
  • Weapons of any kind 
  • Glass or Metal Beverage Containers 
  • Illegal Drugs 
  • Laser Pointers 
  • Spiked or Studded Jewelry 
  • Full Facial Coverings 
  • Outside Food or Beverage 
  • Video Cameras, including GoPro cameras.
  • Audio Recording Devices 
  • Cameras with Detachable Lenses 
  • Apparel with Explicit Wording 
  • Apparel with Explicit Pictures 
  • Stickers
  • Pets 
  • Signs on Sticks 
  • Knitting Needles

Permitted Items:

  • Mobile Phones 
  • Common Jewelry 
  • Personal identification 
  • Medication
  • Foods or Juices necessary for medical reasons (Orange juice, candy bars etc.) 
  • Make‐up or Beauty Products 
  • Milk or Baby Formula for infants 
  • Diaper Bags 
  • Credentialed “Helper” Animals

Decorations, signs or banners may not be fastened to ceilings, painted surfaces, columns or decorative walls. For concerts and performances, oversized signs, larger than 2’ x 3’ are prohibited.

For more information about a specific event, please visit the Events & Tickets page.

Can I smoke at the venue?

Gwinnett Center is a non-smoking facility. Smoking is not allowed in public areas of the facility, but there are designated smoking areas for patrons. Anyone observed smoking inside the facility will be asked to extinguish the item immediately. Any person who refuses to comply with the policy, after an appropriate warning, shall be subject to be removed from the facility. Please check with the nearest event staff member if you cannot locate the designated smoking areas.

Can I drink at the event?

Georgia state law prohibits the sale of alcoholic beverages to persons under the age of 21. Therefore, guests will be required to show valid identification when buying alcoholic beverages. All guests who are identified as being under the age of 21 and in possession of alcohol will be turned over to Gwinnett Police Department.

Please remember that it is illegal to drive under the influence of an intoxicant or to consume alcoholic beverages while driving.

For more information about the Gwinnett Center designated driver booth, please visit TEAM Georgia’s page.

What is appropriate guest conduct at an event?

The following behavior or activities are grounds for eviction from Gwinnett Center property:

  • Use of profanity or unacceptable language of any type
  • Possession of illegal or unauthorized items inside the center
  • Unacceptable or indecent dress
  • Damaging or the intent to damage property of Gwinnett Center
  • Failure to obey or follow Gwinnett Center’s smoking policies
  • Use of illegal substances or drugs or public drunkenness
  • Entering or attempting to enter any “off limits” areas such as: stage, backstage or restroom of the opposite sex
  • Participating in a fight
  • Verbally abusing, threatening or intimidating other guests or employees
  • The throwing of any objects or projectiles in seating areas, on stage or any other areas

Per state and federal law, guests who fail to abide by Gwinnett Center’s policies are subject to ejection from the facility. Any guest violating policy will be asked to correct their behavior, and if they fail to do so in a timely fashion, they will be ejected. Individuals who have been ejected from the event must vacate the property or they are subject to an arrest on trespassing charges.

Can I bring my animal to the event?

Animals are not permitted at Gwinnett Center, unless they are aiding to a person with disabilities. The only exception is if the animal is in conjunction with an authorized exhibit, display or performance.

What types of food do the concession stands serve?

The Arena at Gwinnett Center

Concourse Level Concession Stands:

Una Fettina serves cheese, pepperoni and the works pizza by the slice, meatball subs and Italian sausage subs. This stand also has pretzels, popcorn, peanuts, churros and candy. Beverages include: Pepsi products, Rockstar Energy Drink, frozen lemonade, domestic, import and craft beer.

Arena Dogs & Deli serves all kinds of hot dogs from the classic dog to specialty dogs, like the Coney Island dog and Chicago dog. This stand also has pretzels, chips, popcorn, peanuts and candy.  Beverages include: Pepsi products, Rockstar Energy Drink, frozen lemonade, domestic, import and craft beer.

P.W.’s Cheese Steaks serves cheese steaks, including the Classic Philly, Chicken Philly and Portobello and Mushroom Philly. This stand also has French fries, online rings, fried pickles, peanuts and candy.  Beverages include: Pepsi products, Rockstar Energy Drink, domestic, import and craft beer.

Georgian Grill serves all things grilled, like hamburgers, grilled chicken sandwiches and hot dogs. This stand also has French fries, pretzels, popcorn, peanuts and candy.  Beverages include: Pepsi products, Rockstar Energy Drink, Siberian Chill, frozen lemonade, domestic, import and craft beer.

Salsa Cantina serves Mexican food, like tacos, nachos and burritos (All options can be made with beef, chicken or veggie). This stand also has guacamole, pretzels, popcorn, peanuts and candy.  Beverages include: Pepsi products, Rockstar Energy Drink, frozen lemonade, domestic, import and craft beer.

Club Level Concession Stands:

Club 64 serves a Panini, BBQ sandwich, hot dogs and sausage. This stand also has chips, pretzels, popcorn, peanuts and candy.  Beverages include: Pepsi products, Rockstar Energy Drink, domestic, import and craft beer.

Clubhouse Grill serves all things grilled, like hamburgers, grilled chicken sandwiches and hot dogs. This stand also has French fries, pretzels, popcorn and peanuts.  Beverages include: Pepsi products, Rockstar Energy Drink, domestic, import and craft beer.

Bistro serves gourmet pizza and a daily special. Beverages include: Pepsi products, wine, domestic, import and craft beer.

Gwinnett Convention Center

Convention Center Concession Stand serves sandwiches, soups and hot dogs. This stand also has pretzels, popcorn, yogurt parfait, chips, cookies and candy.  Beverages include: Pepsi products and hot coffee

Gwinnett Performing Art Center

PAC Concession Stand serves hot dogs, fruit cups and yogurt parfaits. This stand also has pretzels, popcorn and candy.  Beverages include: Pepsi products, hot chocolate, cappuccino, Siberian Chill, wine and beer.

Information about Gwinnett Center

How much is parking?

Parking is FREE at Gwinnett Center. We have multiple parking lots where you can park your vehicle.

Does Gwinnett Center have Wi-Fi?

Wireless internet service is available throughout Gwinnett Center’s campus. The rates are: $7.95 for 24 hour access and $31.95 for weekly access.

If you experience technical difficulties, please call 866-267-3713.

Where can I find first aid personnel?

The Arena at Gwinnett Center
First aid personnel can be found to the right of the box office. If you are in need of medical attention, please contact the nearest event staff member to contact first aid.

Gwinnett Convention Center
First aid personnel can be found on the first floor next to the men’s restroom. If you are in need of medical attention, please contact the nearest event staff member to contact first aid.

Gwinnett Performing Arts Center
First aid personnel can be found to the right of the box office. If you are in need of medical attention, please contact the nearest event staff member to contact first aid.

Please check with the nearest event staff member for assistance.

Where is the guest services desk located?

The Arena at Gwinnett Center
The guest services desk is located immediately to the left in the lobby of the main entrance. The personnel manning the desk are available to answer any questions about the facility, upcoming events and available services.

Gwinnett Convention Center
The guest services desk is located immediately in front of the doors of the main entrance. The personnel manning the desk are available to answer any questions about the facility, upcoming events and available services.

Gwinnett Performing Arts Center
The house manager’s office is located to the right of the box office. Please ask an event staff for assistance.

Where are your elevators/escalators located?

The Arena at Gwinnett Center
Two (2) passenger elevators are located in the East Suite and West Suite entrance, and one (1) escalator is located in the main lobby.

Gwinnett Convention Center
One (1) passenger elevator is located behind the Guest Services Desk by the restrooms and vending machines, and escalators are located directly behind the Guest Services Desk.

Gwinnett Performing Arts Center
One (1) passenger elevator is located to the right of the box office.

Please check with the nearest event staff member for assistance.

Where is the nearest baby changing station?

Baby changing stations are located in all men’s and women’s public restrooms.

In addition, family restrooms are available on the main level of The Arena.

How can I find out about exhibitors at an event?

For more information on vendor exhibiting at Gwinnett Center events (including ordering show services), please visit the Rent Gwinnett Center page.

 

Who handles your concessions at Gwinnett Center?

All catering and concession needs are provided by Proof of the Pudding.

Can I bring in outside food and beverages to an event?

Outside food and/or beverages are prohibited at Gwinnett Center with the exception of baby food. A variety of food and beverage options are located at the concessions stands and carts throughout the facility.

Do you have a phone that I can use on-site?

Gwinnett Center’s campus does not have pay phones.

The Arena at Gwinnett Center
The Arena does not have pay phones, but a courtesy phone is located at the Guest Services Desk in the front lobby.

Gwinnett Convention Center
A house phone is located on the upper level next to the restrooms, to the left of Meeting Room 4B. This phone can call the Concierge Desk for assistance.

Gwinnett Performing Arts Center
A house phone is located to the right of the box office. This phone can call the Concierge Desk for assistance.

How can I advertise my company at Gwinnett Center?

Gwinnett Center offers a number of exclusive partnerships that are uniquely crafted to meet the goals, budgets and expectations of your company. Become a Community Hero!

Please for venue sponsorships, please contact Ron Jackson.

For event-based third party partnerships, please contact Jaclyn Miller

Who do I contact if I have a comment or suggestion?

Guests wishing to make a comment or suggestion about Gwinnett Center, an employee or an event are encouraged to stop by the Guest Services Desk or Concierge Desk and complete a guest comment card.

Alternatively, you may send an e-mail to info@gwinnettcenter.com.

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