Frequently Asked Questions

Did you lose something? 

Click on the link below to view our virtual lost and found! You can communicate with us immediately and set up a time to pick up your item. Don't want to come back? No problem, you can set up shipping right from the website. Just click the link HERE.

Re-Entry is not permitted at The Masonic. Please ensure that everything you will need for the event is brought in with you. If you do leave at any point in the evening, you will not be allowed back in without a new ticket.

To ensure a safe and enjoyable experience for all guests, the following items are not allowed in the venue:

Weapons & Dangerous Items

• Guns, knives, weapons, pepper spray, or any item that could be used to inflict harm.

• Replicas of weapons.

• Projectiles of any kind.

Drugs & Drug Paraphernalia

• Any illegal substances, drugs, or drug paraphernalia.

• Zero Tolerance for Drug Use or Possession: The use or possession of illegal drugs will not be tolerated. Violators will be prosecuted to the fullest extent of the law.

Professional Photography & Recording Equipment

• Personal video cameras, GoPros, selfie sticks, drones, or laser pointers.

• Cameras with detachable lenses or lenses that zoom out more than 1 inch (considered professional cameras and not allowed).

• No professional audio or video recording equipment, including tripods, zoom lenses, or commercial-use rigs.

Liquids & Food

• No unsealed liquids or gels of any kind.

• No outside food or drink allowed.

• Personal Items & Accessories

• No backpacks, stuffed animals, or toys.

• No umbrellas.

• No strollers.

• No glow sticks.

• No jewelry or clothing that could inflict harm.

• No signs or banners larger than 8.5” x 11” (standard sheet of paper). All signs must be appropriate in nature and not distract from the performance or block others’ views.

• Bags not in compliance with the venue's bag policy will not be allowed. 

• Bag Policy: Bags must not exceed 12" x 6" x 12".

This list of prohibited items is subject to change at the discretion of venue management.

Guests are permitted to bring in one (1) factory-sealed bottle of water.

This policy is subject to change based on artist requests or safety considerations.

Only soft-sided, collapsible water bottles are permitted.

Camelbacks and hard-sided containers are not allowed.

Water fountains are located in the main and balcony concourses.

The Masonic is dedicated to providing a safe environment. Security will be present throughout the entire event. The Security Staff will be available to assist your needs including any medical requests. Don't hesitate to reach out to any staff member to assist with any questions or concerns. 

• When coming through the gates, please plan on security using metal detectors and/or a physical pat down for our search procedures. All bags are subject to inspection. For quicker entry, we recommend leaving bags at home.

• If you have a medical reason for not wanting to be searched via metal detectors, please contact guest services and our medical team and they will give you an alternative to our metal detectors.

Smoking is prohibited inside The Masonic and on the front porch next to the main entrance. Please see guest services to be directed to the designated smoking area.

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.

If you need to enter with prescribed medication to be taken during the event, we require 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.  We cannot store any type of medication.  Over-the-counter medication must be in its original packaging.  

In the event of an emergency while onsite, The Masonic has trained paramedics to assist with any medical issues. First aid is located downstairs, next to the Men's Restroom but any staff member with a radio can dispatch First Aid to the location needed. Local law enforcement officers are also on site for every event and can assist if needed or requested. Venue management works closely with all appropriate emergency agencies and services to ensure that we are up to date on any potential crowd related issues. Please follow our Instagram page for the latest developments on event days.

Our box office is open 30 minutes prior to event door times and from 10:00 am to 2:00 pm on Saturdays.

The box office is located inside the lobby, to the right of the bar. 

Our box office does not take ticket orders over the phone, The Masonic website is the only method to purchase tickets.

Will call tickets are available for pickup at the box office located in The Masonic Lobby. Please make sure that you have a photo ID matching the purchasers name to pick up tickets. Any name changes need to go through Ticketmaster Customer Service- <a href="tel:+18006538000">+1 (800) 653-8000</a>.

Guests are not permitted to put tickets in will call for other guests to pick up. You will need to arrange to meet your party at the facility to deliver tickets.

If tickets or passes are being left for you- they will only be left at the box office. This includes meet and greet passes, backstage passes, press passes, and tickets from the tour or other promotional company. We do not get these tickets until the day of the event close to doors so please do not try to pick them up earlier. If your tickets/passes are not in will call you will need to contact the person that left them for you to determine where they are. The box office cannot contact any member of the tour for you.

Door times vary, but are usually one hour prior to show time. Please check the specific event page as these time are subject to change. Please do not attempt to enter the venue any earlier than the designated times as you will be turned around and told to return at the appropriate time. The Masonic does not allow guests to form lines outside of the facility before specified door times.

If you are interested in purchasing a floor box, season seats or club access for the season please contact our PSS department at <a href="tel:+16509673048">+1 (650) 967-3048</a></p>. 

Get more information about Premium Seating here!

Cancellations will only occur in the event of severe weather, artist cancelation, or an act of God. In the event of a cancellation local media will be notified and any information about a potential reschedule will be made available. Refunds will be available at the point of purchase.

• Children under 2 years old: Do not need a ticket but must remain seated on the lap of their caretaker.
• Guests ages 2 and older: Require a ticket for entry.

Please check your specific event for any exceptions to our standard policy.

The entrance to our on-site parking garage is on California Street, just next to the entrance. It is open 24 hours per day, seven days per week. We recommend purchasing parking in advance of any show, as space is limited. Parking is available via Ticketmaster.

Yes! Here are some of your best options:

• 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 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.

The Masonic strives to ensure that all of our guests have a great time at our venue. If you need additional assistance while you are here please make sure you let us know.

• Ticketing- ADA tickets can be purchased online. You do not need to call the box office to place an order as all of our accessible tickets are available through www.livenation.com. Look for the  logo on the Find Tickets page to view all available accessible seats. 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.

• Day of Show Parking- Accessible Parking is located in the Masonic Center Garage. Elevators access the venue lobby from the garage. Parking can be purchased in advance here.

• Accessible Stations- If you have questions or need assistance, please contact any of our guest service employees to help answer questions related to seating or other accommodations. If you need assistance at the venue, please have any of our ushers to radio our Guest Relations Manager.

• Unexpected Needs- if you have had an injury or illness that prevents you from using the original seat you purchased we strongly recommend going through www.livenation.com to exchange all tickets for accessible tickets. We will have a very limited number of seats available on the day of the show for such issues, but we cannot guarantee we will be able to seat you. Please remember that accessible seating permits for the guest with the accessible need and one companion.

• Interpreter Requests- Guests that require interpreter services can call the venue and arrange this for any event. We need at least 2 weeks notice to secure an interpreter. We can be reached at +1 (415) 343-7582

  and/or SFMasonic@LiveNation.com.

• Assisted Listening Devices- Guests that require assisted listening devices can contact our venue office prior to the event to arrange for a device. Please give us at least 2 days' notice. At our venue, we use Listen Everywhere, where the show audio is delivered directly to guests' smartphones through a free app. Please reach out to SFMasonic@LiveNation.com

  for a PDF instruction sheet that shows how to get that 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.

   

• Accommodations- All venue bathrooms, concession stands, and merchandise stands are accessible. Elevators are available to access the balcony, main floor and restroom locations.

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 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 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.