COVID RELATED FAQ’S
IS YOUR BOX OFFICE OPEN?
Starting on June 19, The Sylvee box office will be open every Friday (excluding July 3) from 10AM-3PM to process refunds for physical tickets, to purchase tickets, and to purchase venue merch. Credit card payment is encouraged if purchasing tickets or venue merch.
► RESCHEDULED SHOWS ◄
When a show gets rescheduled will the tickets I already purchased still be valid?
Yes! All previously purchased tickets will be valid at the new date. If you have will call tickets, those can be picked up the night of the show at our box office. Physical tickets will scan on the new date.
What if I cannot make the rescheduled date?
If your show has an established reschedule date, and you are unable to make it, you will receive the option to refund the tickets (including fees). Ticketmaster will begin sending notification emails to ticket holders with additional information beginning May 1. You will have 30 days to take advantage of your options.
I want to request a refund, but I purchased my tickets at the box office.
Physical tickets purchased at the box office will be available for a refund for 30 days following the permanent reopening of our box office. The Sylvee box office will reopen June 19 and be open every Friday from 10AM – 3PM (excluding July 3). Please have your physical ticket and ID to process your refund.
What if I purchased resale tickets on Ticketmaster.com or from a third–party website?
For resale tickets sold on Ticketmaster, Ticketmaster will refund the original ticket purchaser’s account. If you purchased a ticket through another resale platform, you will need to seek a refund from such platform.
► POSTPONED SHOWS ◄
What if my show is postponed and does not have a rescheduled date yet?
We are working diligently with the artist team to reschedule the show. Once the rescheduled date has been announced, you will receive an email from Ticketmaster informing you of the refund and credit options are available. If a new date is not announced within 60 days of postponement, we will open the refund window, in which you will receive an email with additional details.
► CANCELED SHOWS ◄
My show was cancelled, will I receive a refund?
Yes, if you purchased tickets online, you will be contacted directly via Ticketmaster with specific refund options for our shows. You will have 30 days to take advantage of your options. Physical tickets purchased at the box office will be available for a refund at the box office. The Sylvee box office will reopen June 19 and be open every Friday from 10AM – 3PM (excluding July 3). Please have your physical ticket and ID to process your refund.
If I request a full refund, when will I receive my money?
You should expect to receive your refund as soon as 30 days.
I bought a ticket from someone else / off a third-party website and now the show is cancelled. Can I get a refund?
If you purchased or transferred your tickets from a 3rd party website or individual, they will be the ones that will receive the refund if a show is canceled and refunds are automatically issued. Please reach out to the website or individual you purchased or transferred your ticket from for more information.
HOW CAN I BUY TICKETS IN PERSON WITHOUT SERVICE FEES? *SEE NOTE ABOVE REGARDING UPDATED BOX OFFICE HOURS DUE TO COVID-19*
We have three locations in Madison where you can purchase tickets in person and avoid service fees.
THE SYLVEE: Monday-Thursday from 12PM-3PM, Fridays from 10AM-3PM, Saturdays from 12 PM-3PM and on all show days from 12PM through showtime.
ORPHEUM THEATER: Saturdays from 12PM-3PM and on all show days 3 hours before door time on show days.
ALLIANT ENERGY CENTER: Monday-Friday 10AM-5PM.
CAN I PURCHASE TICKETS FOR OTHER VENUES AT THE SYLVEE BOX OFFICE?
Yes! You can get tickets for shows at Majestic Theatre, High Noon Saloon, Orpheum Theater, and most Alliant Energy Center concerts in person at The Sylvee box office during our business hours.
DO YOU SELL GIFT CARDS? WHAT CAN I USE MY GIFT CARD FOR?
Yes! You can purchase gift cards in person at our box office during their business hours or on our website on the Store tab.
Gift cards are redeemable in person at the box office for concert tickets to shows at all of our venues in town – The Sylvee, Majestic Theatre, and High Noon Saloon. You can also use them for beverages and venue merch at the show. Check your gift card balance HERE.
CAN I PURCHASE TICKETS AT THE BOX OFFICE DURING THE PRESALE WITH THE CODE?
Presales that happen before the general onsale are available online only.
I HAVE A SPECIFIC QUESTION ABOUT MY TICKET – WHO CAN I CONTACT?
For specific ticking needs (ie transfers, lost receipts, to purchase ADA tickets, etc) please contact:
Madison Ticket Agency
Located in the West Lobby of the Alliant Energy Center Coliseum
1881 Expo Mall East, Madison WI 53713
(608) 267-3995 Monday – Friday 10am-5pm CDT.
For recording (608) 267-3999.
I PURCHASED VIP TICKETS THAT INCLUDE EARLY ENTRY. WHAT TIME SHOULD I ARRIVE?
Generally artists have a team that handles their VIP program and will send out the timeline of events the week of the show. If you feel you didn’t receive this email please check your purchase confirmation email for a customer service contact to get more info.
DO YOU HAVE ADA AREAS / SELL ADA TICKETS?
Yes. Please call our ticketing office via the contacts listed above, and they can help you. We have specific ADA seats in our balcony as well as an ADA area on our ground floor at the railing surround the pit that is by availability. Please find venue staff if you need assistance day of show.
WHERE ARE YOU LOCATED?
The Sylvee is located in downtown Madison at 25 S. Livingston Street a block east of High Noon Saloon. We are about a 10 minute walk from Capitol Square.
The South Livingston Street Garage is located just across the street from The Sylvee at the corner of Livingston and Main Streets. Out of consideration for our residential neighbors, parking on neighborhood streets north of East Washington Avenue is strongly discouraged. Free on-street parking is available in non-residential areas near the Sylvee.
You can also visit the City of Madison Parking Utility website for a list of all downtown parking garages and lots.
HOW MANY SEATS ARE THERE?
Our main floor is GA standing and there are also 158 seats in the balcony.
SO, IS THE BALCONY ENTIRELY SEATED?
Only the 158 seats mentioned above, the remainder of the balcony is standing GA.
WHAT ARE PLATINUM TICKETS?
Platinum Tickets are tickets that are dynamically priced up and down based on demand. Platinum Tickets are not part of VIP packages – they are tickets only. Click Here to learn more about Platinum Tickets.
DO YOU HAVE A COAT CHECK?
Yes! You’ll see it to your right as you enter the venue.
CAN I BRING A POSTER TUBE IN THE VENUE?
WHAT IS NOT ALLOWED IN THE VENUE?
(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 any type of weapon are NOT permitted.
- No drugs, drug paraphernalia or illegal substances of any kind.
- No outside food or drinks – cans, bottles or coolers. This also includes empty water bottles.
- No personal video cameras, Go-Pros, selfie sticks, drones, masks 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 large bags over (10″ x 10″), backpacks, Camelbacks or Bota bags.
- No stuffed animals, toys, lawn furniture, fireworks, or umbrellas.
- 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.
WHAT BASIC INFORMATION SHOULD I BE AWARE OF BEFORE COMING INTO THE VENUE?
We encourage you to review our safety and security information below prior to arrival at the venue.
- Please arrive early to the venue to allow enough time for you and your guests to move through the queue and enter the venue.
- Prior to entering the venue, guests will be searched (wand or walk through metal detection and/or pat-downs) to ensure that none of the restricted items enters the building.
- We suggest you leave valuable and unnecessary items at home.
- You may be asked to empty your pockets of all items so that they can be examined.
- All alcohol and narcotic laws will be strictly enforced.
- All bags will be searched, no large bags or backpacks will be allowed.
We reserve the right to refuse entry to anyone. If you see something that concerns you, please say something to our Management or Security so we can ensure the best experience possible.
MY TICKETS ARE AT WILL CALL, WHAT SHOULD I BRING TO PICK THEM UP?
All guests picking up tickets at Will Call must show the following: photo ID, credit card used to purchase the tickets, and the ticket confirmation number. Will Call tickets can only be picked up the night of the event.
MY FRIEND HAS TICKETS AT WILL CALL, BUT CAN’T MAKE IT.. CAN I PICK UP THEIR TICKETS?
We are only allowed to distribute tickets to the ticket purchaser or winner directly. The box office cannot transfer the names on tickets purchased through third party sites, tickets won through giveaways, or any names on a guest list. To transfer a name on any of these orders please contact the point of purchase directly.
I THINK I’M ON THE GUEST LIST?
Artist guest lists are usually at the box office about a half hour before doors open on the day of the show. To redeem your tickets, please present your valid Photo ID. To avoid any confusion, we recommend double checking with your contact the day before the show to eliminate any miscommunication the night of.
CAN I REFUND MY TICKETS?
All ticket sales are final. Tickets will only be refunded if an event is canceled. Show times and support acts are subject to change without notice. In the event that a show is canceled, refunds are available at the point of purchase. For online purchases, refunds will be issued automatically to the card on which the tickets were purchased.
I’M UNDER 21, CAN I COME IN?
Most of our performances are all ages, unless otherwise noted. Please check our calendar or call the box office for age restrictions on specific performances.
I WANT TO BRING MY CHILD TO A SHOW. DO THEY NEED A TICKET?
Our policy is children age 2 and under in arms do not need a ticket. Occasionally specific shows might have their individual policies which would supersede our venue policy. These instances would be indicated on the ticket link. We also strongly recommend a form of protective ear covers to protect your kiddo’s sensitive ears. If you have any further questions on this, please contact firstname.lastname@example.org
I’M COMING IN FROM OUT OF TOWN AND WANT TO STAY OVERNIGHT. WHERE SHOULD I STAY?
Please see our list of preferred hotel providers listed here.
CAN I BRING A CAMERA TO THE SHOW?
Patrons are allowed to bring in a SMALL personal camera. Professional cameras, or anything with a detachable lens is not allowed. Please note that permission to take photos is at the discretion of the artist. Video recording is not permitted. Cell phone usage and any photography is strictly prohibited at all comedy performances.
DO YOU HAVE A LOST AND FOUND?
If you left an item at The Sylvee please call our box office and they can check to see if it was turned in.
DO YOU SERVE FOOD?
No, we do not, but there are several restaurants very close by.
IF I LEAVE CAN I COME BACK IN?
Re-entry is permitted with your original ticket and show specific stamp. Please receive your stamp upon exiting the venue. If you are re-entering the building you will need to go through the security checkpoint again.
CAN I SMOKE / VAPE IN THE VENUE?
No, smoking / vaping is not permitted in the venue; however, a designated smoking section is available outside.
ARE YOUR SHOWS ASSIGNED SEATING?
The main floor is typically all general admission, with reserved seating available in the balcony.
SAFETY AND MEDICAL
The Sylvee is dedicated to providing a safe environment. Public and private security will be present throughout the entire event. The Security Staff will be available to assist your needs including any medical requests.
DO YOU HAVE A DRESS CODE?
No Shoes, No Shirt, No Service.
IS THE SYLVEE AVAILABLE FOR SPECIAL EVENTS?
Yes, we would love to host your event! Wedding receptions, high school proms, business events, holiday parties – you name it! The Sylvee is a beautiful space for many special occasions. Please contact our Senior Special Events Manager, Abby Polnow, at Abby@FPC-live.com for more information.