Frequently Asked Questions

What can't I bring to a show with me?

For the safety of both concert patrons and our staff, we do not allow the following items:

•   Outside food, beverages, and alcohol
•   Weapons and weaponized props
•   LED Laser pointers/pens, flashlights
•   Air horns, whistles, cowbells, other noise-making devices
•   Illegal drugs
•   Mase or pepper spray, glow sticks/items 
•   Fireworks, smoke bombs, flares, sparklers 
•   Skateboards, roller blades, roller shoes, ice skates
•   Permanent markers, spray paint, stickers, flyers
•   Laptops, tablet computers, two-way radios
•   Selfie Sticks, poles, and projectile-type devices
•   Professional cameras (detachable lens), recording equipment, GoPro Cameras or drones
•   Coolers, chairs, umbrellas, strollers, car seats
•   Posters, signs, banners, stickers, CDs
•   Inflatables, frisbees, balls, or other throwing objects
•   Flow art props (i.e. Poi, Toroflux, Hula Hoops, sticks)
•   Items with spikes, studs, or chains (including jewelry/clothing)
•   Non-service animals
•   Unlabeled prescriptions
•   Oversized bags and/or backpacks of any kind
•   Any other items deemed inappropriate by venue management or requested by tours

Are your concerts open to all ages?

Yes. Unless otherwise indicated, our events are open to all ages.

What time is the show?

The time listed on your ticket is the time that the doors will open for the show. Live music will usually start about an hour after the doors open, but that's always subject to change. Also, we don't usually know the set times, that's up to the bands to decide.

Can I leave the show and come back?

Almost all of our events have a "no re-entry" policy, which means once you enter, you cannot leave and re-enter. There are food and beverages available on-site, as well as an ATM.

Does my child need a ticket to get in?

Yes. Everyone, regardless of age, must have a ticket unless otherwise posted.

Can we smoke at the show?

Indoor shows are non-smoking.

Virtual Tours

Explore virtual tours of our venues:

Cash Less Venue

In an effort to keep our staff and guests as safe as possible, we ask guests to come prepared to use contactless forms of payment. All major credit cards, Apple Pay, and Google Pay are accepted.

Health & Safety Questions

At this time, the health and safety policy varies based on artist preference. Click Here for more information.

Where can I purchase tickets?

AXS.com or at our venues. The KEMBA Live! Box Office is open on Monday - Friday from 11:30am - 6pm, and 12pm - 9pm on show days for KEMBA Live! and 4pm-9pm for shows at A&R Music Bar and The Basement. Newport Box Office is open 10am-9pm on show days.

The KEMBA Live! Box Office is closed on most major holidays.

Do I have to pay service charges at your box office?

Tickets for most of our events have a service charge of $4.00 per ticket.

Where do I pick up my Will Call tickets?

Will Call tickets can be picked up at the Box Office at the door time for Newport shows, and beginning approximately two hours prior to the door time for KEMBA Live! and Stage AE shows.

My ticket says 'General Admission' – what's that mean?

Almost all of our shows are general admission standing room only, which means that there is no assigned seating, if there's seating at all. On occasions when events are seated, the ticket agent will be able to help you select the best available reserved seating location at your time of purchase. If you require ADA accessible seating for a general admission show, a member of our Guest Services staff can help accommodate your needs when you arrive.

How do I purchase accessible seating?

ADA seating is available through AXS.com for KEMBA Live!, Newport Music Hall, A&R Music Bar, and The Basement.  It is our intent to serve all patrons equally and to offer an accessible and barrier-free event experience. If you or a member of your party require ADA accommodations, we ask that you contact the venue reasonably in advance of the event you are attending, so we can make every effort to accommodate specific requests. PromoWest Productions can be reached at 614-461-5483 or Feedback@promowestlive.com.

I bought tickets for a show and now one of the bands are not playing. Can I get a refund?

Unfortunately no, unless the headliner is no longer playing. Support bands often change throughout the tour.

What happens if I've lost my ticket?

You will need to try and get a replacement from where you made your purchase.

Can I get a refund if I can't make it to the show?

Sorry, as indicated on your ticket, there are no refunds or exchanges. If a show is canceled or postponed, then you may seek a refund at your point of purchase.

Can I bring a camera, video camera, or recording device?

The camera policy is set by the artist. Generally, the rule is that no professional cameras or recording devices of any kind are allowed. Many artists will allow you to bring a disposable or small digital camera. If you have a question about the camera policy for a specific show, please contact us.