The O2 arena FAQs
Due to the current government guidelines, our Contact Centre opening hours have temporarily changed.
We are now open Monday to Friday 10:00 to 16:00 and our team are available to assist with customers via email, live chat, and The O2 social channels.
We are committed to responding as quickly as possible and apologise in advance for any delays.
COVID Pass FAQs
For all info about shows that require a NHS COVID Pass please click here.
Can I buy my ticket directly from The O2?
Yes. Click here.
What is the box office phone number?
If you have a question regarding your booking, please contact our friends at AXS – our Official Ticketing Partners - and they will be able to help you.
AXS Customer Service Opening hours:
Monday – Friday: 9am to 5.30pm
Saturday & Sunday Closed
You can contact AXS on one of the following channels. Phone lines are temporarily closed. The latest updates can be found here.
Where is the box office?
The box office is just to the left of The O2’s main entrance. It’s open from midday-7pm. And until 9pm on arena event days.
How can I buy accessible seats?
How can I tell if a ticket seller or website is legitimate?
Tickets booked through unofficial agents and listings on sites like Gumtree, could be fake, stolen or invalid. You can’t get into an event with one of those tickets.
Here are some handy hints to help you decide if your ticket is valid:
- check that the event is happening. If it’s not on The O2 or AXS websites, the tickets are fake
- check the face value of the seat on The O2 or AXS websites. Unofficial agents often charge much more and add on huge booking fees
- an official ticket agent should be able to give you your block, row and seat details. They should also be able to post your tickets or arrange for you to collect them from The O2 box office
- always buy tickets from an official ticket agent. And never buy tickets from anyone outside the venue. These tickets may not be valid and you won’t be able to get in.
Should I buy tickets from an unofficial website?
No. Tickets bought from unofficial agents aren’t valid. You won’t be able to get in.
Who are your registered ticket agents?
AXS are our Official Ticketing Partners. If you have a question regarding your booking, please contact them directly and they will be able to help you.
AXS Customer Service Opening hours:
Monday – Friday: 9am to 5.30pm
Saturday & Sunday Closed
You can contact AXS on one of the following channels. The latest updates can be found here.
How do I know what sort of seats I’ll get?
Check the floor plans and find out where your seats are before you buy tickets. See if there are any viewing restrictions or warnings.
Seats in Level 4 of The O2 arena aren’t suitable for anyone who doesn’t like heights.
Use our disabled access booking line if you have accessibility needs.
How can I get the best seats?
Tickets for the best seats are sold first. So make sure you get in early. Get ahead of the crowd by registering for our newsletter at the very top of the page.
What does ‘best available’ mean?
It means these tickets are thought to be the best available at that time. They’re sold first come, first served.
Can I upgrade my ticket?
AXS don’t upgrade tickets. Occasionally The O2 will run upgrades to The Deck via The O2 app. Check the app on the day of your event to see if Upgrades are on offer.
How can I book a wider seat?
Book wider seats through our accessible booking line. Seats are available with and without movable arm rests.
Do you offer discounts for group visits?
The O2 arena doesn’t offer discounts. But sometimes the event promoter can.
Can I reserve tickets for events at The O2?
Why do events sell out so quickly?
The popularity of the events at The O2 means that tickets are always in high demand. Thousands of tickets can be bought in just a few minutes. Make sure you get in early. Get ahead of the crowd by registering for our newsletter at the very top of the page.
What is a venue pre sale?
The O2 often sells its allocation of event tickets before general release. Subscribers to The O2 newsletter get a link to buy these pre-sale tickets via email. They’re only available online. Sign up to the newsletter at the very top of the page.
What is an O2 pre sale or Priority pre sale?
These tickets are offered only to O2 customers up to 48 hours before general release. And they’re sold first come, first served.
O2 Priority doesn’t always give you access to the best seats. If you don’t like the best available Priority tickets, you can try to buy others through the general sale.
I bought tickets in the pre sale and now better ones are available. Can I swap?
We understand that you feel disappointed when better tickets become available after you’ve bought yours. This can sometimes happen because people choose not to buy tickets, but are holding them while deciding.
Sometimes the production layout changes and new seats are released.
When can I collect my tickets?
If you have to collect your tickets at the Box Office on event day, the dedicated windows will open for Arena events (with 6 pm doors) from 3pm and for indigo at The O2 events (with 7 pm doors) from 5pm. For events with different door timings, collections will open about 2 hours before doors. For club nights at indigo at The O2, the Box Office will open the same time as doors.
Please note that if you bought your ticket through another agent, or you’re on a guest list, times may be different.
Can I post a photo of my ticket on social media?
Your ticket’s barcode is a unique security detail that identifies your ticket to you, the purchaser. Don’t share the barcode of your ticket with anyone, especially online, as it may be used to sell your ticket on without your knowledge. If you want to post a photo of your ticket to let your friends know you’re going, just keep your hand over the barcode so it can’t be read.
Can I collect tickets for someone else?
No. Only the person who bought the tickets can collect them. They’ll be asked to show the card they used to buy the tickets.
When will I get the tickets I bought over the phone/online?
Tickets from The O2 and AXS are sent no later than ten days before your event. E-tickets are sent no later than 14 days before. If you bought your ticket from another agent, these are usually sent seven to ten days before.
What do I do if my tickets don’t arrive?
If you still haven’t got your tickets two days before the event, don’t worry. Most tickets for The O2 arena can be re-printed for you to collect on the night. Please contact your point of purchase to discuss.
I have lost my ticket. Can I get a replacement?
Most of the time the answer’s yes. Contact your ticket agent.
Can I return my tickets?
We don’t accept returns for events at The O2
What events are coming up at The O2?
Visit our events page. Or get the latest news and updates via our newsletter. Subscribe at the very top of the page.
Do you have a mailing list?
Yes. Subscribe to the newsletter at the very top of the page.
I heard an act I like is playing at The O2, but I can’t find any details.
If an act isn’t on our website it means their performance isn’t confirmed.
Before you arrive
When should I arrive for my event?
Performance times and support acts can change. Sometimes even on the day of the show. Give yourself plenty of time to get in, through security and find your seat, we wouldn’t want you to miss anything. If your ticket only shows one time, it’s usually the time the doors open.
Can I bring my camera?
Small personal cameras and phones are fine for each show at The O2. We ask that you turn off the flash so as not to distract the performers or other guests. Larger SLR type cameras are not permitted into the venue unfortunately. This is at the request of the event promoter. For cameras that look similar to SLR cameras, the staff on the entrances must use their discretion, and your camera may be held at the entrance until the end of the show if it is not allowed to come in. It will be looked after safely for you and you will be given a ticket so you can collect it.
What is a professional camera?
A professional camera is anything with a lens of 35mm or over. Larger SLR cameras aren’t allowed in and cameras that look similar to SLR cameras may not be allowed in. Your camera may be held at the entrance until the end of the show. It’ll be looked after safely and you’ll get a ticket so you can collect it. If in doubt, don’t bring it along.
Can I use the flash on my camera?
Not usually. Some performers find it distracting. Look out for signs and announcements. At sporting events there’s no flash photography during gameplay.
How will I know if there is a total ban on cameras?
This occasionally happens, but not often. Most of the time it will be mentioned on your ticket or the event webpage. Email firstname.lastname@example.org for confirmation.
Can I bring my IPad/tablets to take pictures?
IPad/Tablets are usually allowed in, but you cannot take pictures or record as it can block the view of others.
What time do the doors open?
The time will be on your ticket.
When do shows usually start and finish?
Events in the arena finish no later than 11pm (Monday-Saturday) and no later than 10.30pm on Sunday. But every show is different. Exact timings may not be available until the event gets closer.
Take a look at the webpage for your show and remember that all times can change. Email email@example.com.
If I’m late will I be allowed in once the show has started?
For some events you can’t enter until a suitable break in the performance. It depends on the event promoter. Leave yourself enough time to get in and reach your seat.
What should I do if I have a problem at an event?
Whatever the issue, talk to one of our stewards or head to an information desk. We want you to have a great time at the event, so come and see us. We may be able to sort something. It’s hard for us to do that after the event.
Will there be flashing lights or images at the event?
Most events use flashing images and lighting effects. Some also allow flash photography. Strobing effects aren’t allowed to produce more than four flashes per second. Email firstname.lastname@example.org for more details about your event. We can never guarantee that there won’t be any flashing images or lights.
I would like to meet the artist. Can you arrange anything?
Can I deliver a present or letter for an artist performing at The O2?
Yes. As long as we get it when the artist is at the venue. Bring it with you on the night and hand it in at an information desk. One of our team will arrange for it to be taken backstage. You can also post it to us at the address below. Make sure you put the name of the artist on the letter or package.
Do you give tours of The O2 arena?
No. Not at the moment.
Are there any age restrictions for The O2 arena?
Children under 15 must be accompanied by an adult aged 18 or over. Children under 16 cannot enter the standing area.
Can I bring my small child/baby with me to a concert?
There’s no minimum age for most events at the arena. But as the shows can be noisy, we don’t recommend bringing very small children to anything that’s not family friendly.
If you’re bringing a small child with you, please make sure they don’t disturb other people. And remember that everyone needs a ticket.
Can I take my bag into the arena?
Our bag policy
Do you need to bring a bag?
It’s better for everyone if you do not bring a bag at all. If you do need to bring a bag, the following are permitted:
- A4 size clear bag for contact free searching
- A5 size non-clear bag for manual searching
We do not allow large bags into the venue. If you do need to bring a large bag with you , you can leave it at our bag storage facility just outside the main entrance to The O2 at a cost of £10 per bag. All bags will be screened before being accepted into the bag storage facility.
Bag storage closes 30 minutes after the end of the event. We won’t hold your items overnight, so you must pick them up before the facility closes.
There are also certain items that are not allowed into The O2 arena. These include: food, drink, liquids. (For further information please visit https://www.theo2.co.uk/visit-us/security https://www.theo2.co.uk/legal/terms-and-conditions-legal#)
If you have been shopping in ICON:
If you have bought items that cannot be taken into the arena because they are restricted items these can be left at ICON bag drop for free. Typically these items will come from:
The Body Shop
The Cosmetics Company Store
If you’ve have done lots of shopping in ICON and the bags are too large to be taken into arena these can be dropped at ICON bag drop for £5 and collected as you leave
Thank you for your co-operation.
Can I bring a banner to a concert?
For most events, large flags, drapes or banners aren’t allowed. And please don’t bring anything that displays inflammatory or offensive wording.
Which items aren’t allowed in the arena?
If you’re coming into the arena, you agree to a personal search and an item search. We can remove dangerous items and anything that’s not allowed in the arena. This includes: all food and drink, professional cameras and recording equipment. Email email@example.com if you need to bring food or drink with you for medical or religious reasons. You can ask at any bar, for tap water and this is free/complimentary.
Assistance dogs are the only animals allowed in the arena.
Why can’t I take a can or glass bottle into the arena seating area?
Cans and glass bottles aren’t allowed into the arena seating area for safety reasons.
Why was my bottle top removed?
The tops are removed for safety reasons.
Can I take food and drink into the arena?
No, we don't allow food and drink bought outside The O2 to be taken into The O2 arena. Email us at firstname.lastname@example.org if you need to bring food or drink with you for medical or religious reasons.
Are there restaurants in the arena?
The arena has a wide range of food and drink outlets. There’s no seating, but you can take your food and drink to your seats inside the auditorium.
What security measures will I have to go through before entering the arena?
All arena guests will be subject to a security search. Please do not arrive carrying any of the restricted items which can be found here.
What items do I need to give to security before walking through the search arches?
Please give your bag to the staff member for search. Only phones and cameras from your pockets need to be placed in the tray provided. Our team will be on hand to assist if needed.
How long will these security measures add on to my entry time?
Hopefully not too much more time. But do allow plenty of time to get through security and into the arena to find your seat and get comfortable.
What happens if I don’t want to be searched?
Search is a condition of entry and guests will only be permitted entry after search.
Do you have a Standing Cloakroom?
The cloakroom can be found once you've entered the arena at entrance E.
Items can be left for a charge of £3.00 per coat and £5.00 per bag. You will need to pay by credit or debit card only. The cloakroom will close 30 minutes after the end of the show.
Any items not collected after the show will be kept for a maximum of 7 days.
Please note: There is limited capacity and once we have reached capacity the cloakroom will close. The cloakroom can only be used by fans with a general admission standing ticket.
ALL ITEMS ARE LEFT AT YOUR OWN DISCRETION
How do I find my seats?
The layout of the arena is different for each show. There will be stewards on hand to help guide you to your seats.
Is Level 4 really high up?
Yes, it’s pretty high. Don’t book tickets on Level 4 if you have an issue with heights. We can’t move you to a lower level once you’ve booked.
Will I get a good view from the floor seats?
Floor seating is spread over the flat floor area and isn’t tiered. You’re allowed to stand at your seats for most events
Are there any seats with an obstructed view?
Depending on the event, there may be seats with an obstructed view. You’ll always be told before booking. Tell us if you’re not happy with the view when you’re at the event. We’ll do what we can to make sure you still have a great night.
Can I stand up and dance?
Yes. At most events you’re allowed to stand at your seat. But please don’t stand on seats, in walkways, stairways, gangways or aisles. And please don’t climb, crowd surf or mosh.
Do I have an allocated standing space?
No. This number is only used to count the amount of floor tickets sold.
Where can I find out about access at The O2 arena?
I have booked general access seats, but now I need disabled access.
Contact your ticket agent to see if they’re able to sort out seats in an accessible area. Remember to do this before your event. It might not be possible to do anything on the day.
Where can I smoke?
My/my child’s hearing is sensitive. Can I get ear defenders/ear plugs?
Yes. Click here for details.
Where can I get a Safe Child wristband?
Are there any cloakrooms in the arena?
Are there any cash machines?
Yes. There are ATMs inside The O2 but not inside the arena. When you come in, head to the right and walk until you reach Las Iguanas.
Do you have wifi?
Yes. The O2 has hotspots for both O2 wifi and The Cloud.
Are there any payphones?
No. Not in The O2. But there is a payphone at North Greenwich Underground Station.