Accessibility

Accessible tickets can only be purchased online at livenation.com. Our box office is not able to take ticket orders over the phone, and our website is the only method to purchase tickets.  Accessible tickets are reserved solely for fans with disabilities and their companions. Fans who abuse this policy could have their order canceled.

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.  For a reserved seated show, you will be shown your seat location once the ticket is selected.  More information regarding the purchase of accessible seating on Ticketmaster can be found here.

In a general admission event, the accessible seating area can reach capacity early and is first-come, first-served. Our Accessible section on the floor is located on the right side of the auditorium.

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.

If you need a sign language interpreter or other communication accommodations for an event, such as real-time captioning, or written materials, please submit your request at sfmasonic@livenation.com or call 415.343.7582 at least two weeks before the show, after you have purchased your tickets. This allows us time to coordinate the appropriate services for your event. Interpretation requests are subject to the availability of an interpreter.

On the day of the show, if you would like assistance getting to your seat, please check in with the Guest Services team in the lobby. We’ll be happy to introduce you to your interpreter or assistive service provider and help you get settled.

In the event of an venue evacuation, crew members will direct fans in safely exiting the venue. Fans are encouraged to identify at least two emergency exits closest to their seating location; a crew member can help point these out if needed. During an evacuation, crew members will direct fans to safe exit routes and designated areas. 

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 Lounge upgrade, the California Lounge entrance is also accessible and located on California Street, to the left of the parking garage entrance.

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.

The Masonic takes pride in offering a variety of options for guests with special dietary needs. Fans may request to speak with a member of our Food & Beverage team for specific questions or concerns. While we make reasonable efforts to accommodate dietary requests, we cannot guarantee that all needs can be met.

Additionally, The Masonic cannot guarantee that guests will be free from exposure to specific allergens, including nuts. We strongly encourage guests with food allergies to take all necessary medical precautions when visiting.

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 us prior to your visit for more information.

Parking: 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.

Due to high demand, accessible parking availability is limited and spaces may fill early. We recommend arriving early if you plan to use accessible parking. Fans arriving after the accessible parking lot is at capacity will be directed to the closet lot adjacent to the accessible lot.

Public Transportation: Our venue is accessible by MUNI, BART, and cable car: 

• The 1 California Muni bus stops nearby at Sacramento & Sproule Ln, just a few minutes’ walk from the venue. 
• The 27 Bryant bus passes through Nob Hill and stops close to The Masonic. The 27 also connects to BART. 
• The California Street cable car stops at California & Taylor, just steps from our front entrance.

Drop off: 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.

All restrooms at The Masonic are wheelchair accessible. Elevators are available to reach each restroom location.

At The Masonic, we have specific guidelines to ensure all fans, 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 or lunge 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, bars, 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.

Please contact a member of the guest services team if your Service Animal needs access to a relief area. You will need to exit the venue and re-enter with the assistance of a member of the guest service team.