Accessibility
The Masonic strives to make our venue and live experiences inclusive and accessible. If you have additional questions or need information not covered below, please contact us before your visit at 415-343-7582,
Monday through Friday from 10:00 am to 5:00 pm (or noon to doors on show days), or email us at SFMasonic@LiveNation.com. Our box office is open 30 minutes prior to event door times and from 10:00 am to 2:00 pm on Saturdays.
Arrival & Accessible Entrances:
The main entrance to The Masonic is wheelchair accessible, with the accessible entrance located to the right of the main entrance doors. For guests with a California Room upgrade, the California Room entrance is also accessible and located on California Street, to the left of the parking garage entrance.
Restrooms:
All restrooms at The Masonic are wheelchair accessible. Elevators are available to reach each restroom location.
Ticketing:
Tickets located in our accessible section can be purchased online at livenation.com. Our box office does not take ticket orders over the phone, The Masonic website is the only method to purchase tickets.
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.
To find tickets in the Accessible Seating Area of The Masonic, select the Filters icon on the upper right of the page where you see available tickets. You will be shown your seat location once the ticket is selected.
Accessible Parking and Drop-off Location:
Accessible parking is available in the Masonic Center Garage, with elevators providing direct access from the garage to the lobby. If you would like to drop off a member of your party, please use the designated drop-off area in the white zone on California Street, directly in front of the venue. Inform the staff that you’re making a drop-off, and they will provide directions. Please note that vehicles cannot remain in the drop-off area during the event; drivers must return to pick up passengers after the show concludes.
Medication Needs:
If you need to enter with prescribed medication to be taken during the event, The Masonic requires that all medication be in its original container with a name that is verifiable with a photo ID. Please only bring what is required for the duration of the event. The Masonic cannot store any type of medication. Over-the-counter medication must be in its original packaging.
Dietary Needs:
The Masonic takes pride in offering a variety of choices for guests with special dietary needs, including gluten-free and vegan options. Guests are welcome to speak with a member of our Food & Beverage team to discuss specific questions or concerns. While we strive to make reasonable efforts to accommodate dietary requests, we cannot guarantee that they will be able to meet all requests.
Service Animals:
At The Masonic, we have specific guidelines to ensure all guests, and their service animals are supported throughout their visit.
Service animals are defined by the ADA (Americans with Disabilities Act) as dogs or miniature horses that are trained to do work to perform tasks related to people with disabilities. The work or task the service animal is trained to do must directly relate to the person's disability. Service animals must be housebroken. Service animals are required to behave and not repeatedly bark, growl, jump up on olunge at other guests or employees. Corrective action must be taken if the service animal is not behaving appropriately.
Dogs whose sole function is to provide comfort or emotional support do not qualify as service animals under the Americans with Disabilities Act (ADA). Comfort animals, emotional support animals, and therapy dogs are not listed as service animals under Title III of the ADA. This also applies to the other species of animals wild or domestic, trained, or untrained. The ADA requires the service animal to be under the control of the handler. This may include using a harness, leash, or other tether. Our venue employees are not required to provide for, the care, or supervision of a service animal, including cleaning up after it. Service Animals must remain on the floor and are not allowed on dining chairs or tables in our food and beverage locations. Live Nation and our operating partners have the right to deny access to a dog that disrupts our operations.
Sign Language Interpretation:
The Masonic offers sign language interpretation upon request only. Requests for interpreters must be received at least two weeks before the event date.
Please make your request by email to sfmasonic@livenation.com or call 415-343-7582 and include how many in your party need interpretation and the ticket type you have. Interpretation requests are subject to the availability of an interpreter.
When you arrive for the show, if you would like assistance getting to your seating area, please check in with the box office or a guest services supervisor. We would be happy to introduce you to your interpreter for the evening and take you to your seats.
Assistive Listening Devices:
The Masonic offers Assistive Listening Devices (ALDs) powered by Listen Everywhere Technology™. With this service, the show audio is delivered directly to guests' smartphones through a free app (download for Apple and Google devices). See PDF instructions that show how to get set up on a smartphone. The audio feed will then be transmitted through the app, and any Bluetooth enabled device (Hearing Aid, headsets, earpods such as Apple AirPods) you have connected to your smartphone will also receive the audio feed.
Mobility Device Storage:
Limited storage is available for wheelchairs, canes, walkers, and other mobility devices. If you need access to your device during the show, please contact a member of the guest services team. There is limited electrical connectivity in the venue; please contact the Box Office for more information.