FREQUENTLY ASKED QUESTIONS

The following questions have been generated to cover the most Frequently Asked Questions. General rules and regulations are established to ensure public safety and maintain a safe and orderly environment for Infinite Energy Center’s employees, users and related service providers.

If your question is not addressed below or if you would like to request an exception, please call (770) 813-7500 or email [email protected].

TICKET OFFICE QUESTIONS

What is AXS Ticketing?

As of March 1, 2013, Infinite Energy Center is incorporating a new ticketing system called AXS Ticketing. AXS Ticketing is an innovative ticketing platform with key features to enhance the ticket purchasing experience. 

What is AXS?

AXS is a new ticketing platform with key features that will enhance the ticket purchasing experience.

What are some of the new features?

AXS Invite: this feature gives ticket buyers the opportunity to invite friends to an event without having to purchase everyone’s ticket themselves – they can simply hold seats directly adjacent to the seats they purchased. The ticket buyer can send a link with the held seats to a friend or family member via Facebook or e-mail. Invitee can decline or accept the tickets anytime within 48 hours. If they accept, they can log on to axs.com and purchase the tickets directly.
AXS Waiting Room: this feature is available directly prior to the general on-sale (the time the waiting room opens will vary depending on event). Ticket buyers can log on to axs.com and enter the waiting room where they can view event details, pricing, available seats and ticket information. They can also go ahead and enter their credit card and billing information to save time once the on-sale goes live.

Why is Infinite Energy Center moving to the AXS Ticketing Platform?

This system has a lot of new features that our ticket buyers will find beneficial. It gives them the opportunity to share event invites socially through AXS Invite, and it provides customers with free ticket delivery options. We are eager for everyone to experience what AXS can do.

When did AXS Ticketing launch across the country?

AEG introduced the AXS Ticketing platform in 2011. A few other venues utilizing the AXS Ticketing are:

  • The O2 Arena – London, UK
  • Sprint Center – Kansas City, MO
  • Citizens Business Bank Arena – Ontario, CA
  • Bluebird Theater – Denver, CO
  • Ogden Theatre – Denver, CO
  • Verizon Theater – Dallas, TX
  • Mill City Nights – Minneapolis, MN
  • Target Center – Minneapolis, MN
  • STAPLES Center- Los Angeles, CA

How can I purchase tickets?

Buy tickets at InfiniteEnergyCenter.com, Infinite Energy Center Ticket Office or by calling 1-888-9-AXS-TIX.

The consumer will go to InfiniteEnergyCenter.com, click on the event that they would like to attend, click the buy now button, and the purchasing process has begun. It is that simple.

There are no fees to print at home with the AXS Ticketing system. This is a free option to receive purchased tickets

What is Flash Mobile Delivery?

Flash Mobile Delivery is our digital ticketing technology which provides you the flexibility and convenience of safely and securely managing your tickets online or in the AXS mobile app.

What are the Ticket Office hours?

Non-Event Days

Monday thru Friday: 10:00 AM – 7:00 PM
Saturday thru Sunday: Closed on non-event days

Event Days

Monday thru Friday: 10:00 AM through the start of the show
Saturday thru Sunday: 12:00 PM (noon) through the start of the show

  • Exact closing vary per event
  • Ticket Office hours may vary on event days

Infinite Energy Theater

The Ticket Office opens one (1) hour prior to events, and the closing times vary by show.

For ticketing questions, please call (770) 626-2464 or email [email protected] for additional information.

Is it okay for me to purchase tickets from a secondary ticketing website?

For each event at Infinite Energy Center, we receive complaints and questions regarding third-party ticketing websites. Due to the nature of the business, we host events that sell out very quickly, so patrons go to the secondary market to purchase their tickets. Infinite Energy Center is not able to guarantee that these tickets are legitimate because they were not purchased from an official source, so by purchasing these tickets, you might be the victim of scalping. While sometimes you may receive real event tickets, you end up paying more than face value for these tickets.

We have encountered situations where a patron purchases tickets through one of these websites, and finds out that the tickets were counterfeit at the event, so they are not able to attend the show.   Infinite Energy Center is not able to honor, replace or refund any invalid tickets.

AXS Ticketing is the official ticket provider of Infinite Energy Center.

In order to avoid missing an event, you should NOT purchase tickets from secondary websites unless it is an approved vendor of Infinite Energy Center. We urge patrons to purchase tickets to Infinite Energy Center events using the following methods:

If you choose to purchase tickets using a secondary website, Infinite Energy Center and AXS Ticketing are not liable for the counterfeit tickets purchased, overpayment or for special packages promised by the scalper website, i.e. meet and greets, t-shirts, etc.

Does Infinite Energy Center take credit cards?

Infinite Energy Center takes all major credit cards including, VISA, MasterCard, American Express and Discover Card for tickets.

You can also use your credit card at the concession stands and on merchandise purchases.

Can my children attend an event?

For most events, children under 24 months do not require a ticket to enter. However, in order for a child to have his/her own seat, a ticket is required. For some family events this may vary.

For more information about a specific event, please visit the Events & Tickets page.

What if I have a duplicate ticket?

If duplicate tickets (two or more guests holding tickets to the same seat for the same event) are presented, immediately contact an Event Staff member or proceed to the Ticket Office for assistance.

How can I get a refund on my tickets?

There are no refunds or exchanges. Ticket prices, show line up, and production setup are all subject to change without notice.

What if my event is canceled?

If an event is canceled, the event tickets will be refunded at the point-of-purchases. 

  • If tickets were purchased through AXS.com or by phone, please contact (770) 626-2464.
  • If tickets were purchased at the Infinite Energy Center Ticket Office, please go to the Ticket Office to receive your refund.

What if I have a disability and require special assistance?

Infinite Energy Arena
Seating: The arena has accessible seating located in all levels of the Arena at all price categories. Seating for the visually/hearing impaired is available in the lower level. All levels of the Arena are accessible by elevator and escalator.

Parking: A limited number of designated handicap parking areas are located at the front of the Arena. The designated handicap parking spaces are available on a first-come, first-served basis and cannot be reserved in advance. Please contact a Parking Attendant to assist with drop-off or pick-up arrangements. Guests in wheelchairs should enter the building at the Main Entrance. The Arena has ADA parking on all levels of the parking deck and ADA parking in the front lot. Drop-offs for ADA should use Arena Drive (traffic light on Sugarloaf Parkway) and may be dropped off at the front of the Arena near the crosswalk.

Wheelchairs: A limited number of wheelchairs are available for guests in need of assistance at the Guest Services desk. These wheelchairs are available on a first-come, first-served basis and cannot be reserved in advance.

Assisted Listening Devices: Assisted listening devices are available for loan for all performances. Please see a member of the Guest Services staff for further assistance. In addition, sign language interpretation services are available for certain events. If your group requires several listening devices please call (770) 344-6020 (at least 2 weeks prior to event day) to alert the Guest Services staff.

Infinite Energy Forum
Parking: A limited number of designated handicap parking areas are located below the "horseshoe drive" in front of the Forum. The designated handicap parking spaces are available on a first-come, first-served basis and cannot be reserved in advance. Please contact a Parking Attendant to assist with drop off or pick up arrangements. Drop-offs for ADA may be done at the flagpoles directly in front of the Forum.

Wheelchairs: A limited number of wheelchairs are available for guests in need of assistance at the Concierge desk. These wheelchairs are available on a first-come, first-served basis and cannot be reserved in advance.

Assisted Listening Devices: Assisted listening devices are available for loan for all events. Please go to the Concierge desk for further assistance. In addition, sign language interpretation services are available for certain events. If your group requires several listening devices please call (770) 813-6020 (at least 2 weeks prior to event day) to alert the Guest Services staff.

Infinite Energy Theater
Seating: Infinite Energy Theater has accessible seating located on the Orchestra level. Seating for the visually/hearing impaired is available in the lower level for most shows. All levels of Infinite Energy Theater are accessible by elevator.

Parking: A limited number of designated handicap parking areas are located at the front of the Infinite Energy Theater and below the "horseshoe drive" in front of the Forum. The designated handicap parking spaces are available on a first-come, first-served basis and cannot be reserved in advance.

Wheelchairs: A limited number of wheelchairs are available for guests in need of assistance by asking one of the Guest Services staff located throughout the lobby. These wheelchairs are available on a first-come, first-served basis and cannot be reserved in advance.

Assisted Listening Devices: Assisted listening devices are available for loan for all performances. Please see a member of the Guest Services staff for further assistance. In addition, sign language interpretation services are available for certain events. If your group requires several listening devices please call (770) 813-6020 (at least 2 weeks prior to event day) to alert the Guest Services staff.

How do I purchase accessible seating tickets?

Infinite Energy Center is an ADA compliant facility. To order accessible seating tickets, please contact AXS Ticketing at (770) 626-2464 or visit the Arena Ticket Office. 

At the Infinite Energy Center, we hold seats in various areas of our facility for patrons who require wheelchair access, individuals with visual and hearing impairment and for those patrons who have limited mobility, but do not require the use of a wheelchair.

For more information about a specific event, please visit the General Ticket Office Information page.

Can my ticket be scanned from my smartphone?

Yes, you can scan your ticket from your smartphone. Please show your ticket barcode on your phone to the Usher at the gate, and they will scan it directly from your phone.

Are there convenience fees at the Ticket Office?

If you choose to purchase your tickets in person at the Ticket Office, you will not be charged a convenience fee for your order.

EVENT-BASED QUESTIONS

What time do the venue doors open?

The venue’s doors typically open one (1) hour prior to the event time. This is subject to change for each event.

For more information about a specific event, please visit the Events & Tickets page.

Can I come into the venue, leave, and come back to watch the show?

Exiting and re-entering the building with the same ticket is not permitted. Exceptions are only made in the case of medical situations and emergencies. Guests with medical or other emergencies who want to leave and then return to the building should be directed to Security Personnel. The ticket for the event must be produced and then scanned out for exit.

What if I lose someone or something at an event?

Guests looking for their lost child should report directly to the Guest Services desk, Concierge desk or ask an Event Staff member for assistance.

All items found at Infinite Energy Center are turned over to Infinite Energy Center’s Security Department. Items will be disposed of after being unclaimed for 30 days.

If you have lost an item, please contact the Security Department by calling (770) 813-7540.

Are cameras allowed inside the venue?

The permitted use of cameras varies by event, however, cameras with professional lenses, detachable lenses or detachable flashes are prohibited. The use of video cameras, audio recording devices and digital cameras in video mode is strictly prohibited (including GoPro cameras), and will result in confiscation and possible ejection from the venue. These are general rules and can be overridden based on a specific request from the attraction or promoter.

For more information about a specific event, please visit the Events & Tickets page.

What can/can’t I bring into the venue the day of the show?

Infinite Energy Center creates a safe and secure environment for guests and employees. The venue Security Personnel reserve the right to determine the method of security checks as deemed necessary including the use of metal detectors, the search of jackets, clothing and other items.

Possession of prohibited items will be grounds for ejection from Infinite Energy Center. Infinite Energy Center is NOT responsible for items left behind, lost, stolen or damaged.

For a list of general restricted items, please click HERE.

Restrictions can change on an event-by-event basis, so please click on the specific event for additional restriction: Events & Tickets

Can I smoke at the venue?

Infinite Energy Center is a non-smoking facility, including but not limited to tobacco, vapor or e-cigarettes.

Smoking is not allowed in public areas of the facility, but there are designated smoking areas for patrons. Anyone observed smoking inside the facility will be asked to extinguish the item immediately. Any person who refuses to comply with the policy, after an appropriate warning, shall be subject to be removed from the facility. Please check with the nearest Event Staff member if you cannot locate the designated smoking areas.

Can I drink at the event?

Georgia state law prohibits the sale of alcoholic beverages to persons under the age of 21. Therefore, guests will be required to show valid identification when buying alcoholic beverages. All guests who are identified as being under the age of 21 and in possession of alcohol will be turned over to Gwinnett Police Department.

Please remember that it is illegal to drive under the influence of an intoxicant or to consume alcoholic beverages while driving.

For more information about the Infinite Energy Center designated driver booth, please visit TEAM Georgia’s page.

What is appropriate guest conduct at an event?

The following behavior or activities are grounds for eviction from Infinite Energy Center property:

  • Use of profanity or unacceptable language of any type
  • Possession of illegal or unauthorized items inside the center
  • Unacceptable or indecent dress
  • Damaging or the intent to damage property of Infinite Energy Center
  • Failure to obey or follow Infinite Energy Center’s smoking policies
  • Use of illegal substances or drugs or public drunkenness
  • Entering or attempting to enter any “off limits” areas such as: stage, backstage or restroom of the opposite sex
  • Participating in a fight
  • Verbally abusing, threatening or intimidating other guests or employees
  • The throwing of any objects or projectiles in seating areas, on stage or any other areas

Per state and federal law, guests who fail to abide by Infinite Energy Center’s policies are subject to ejection from the facility. Any guest violating policy will be asked to correct their behavior, and if they fail to do so in a timely fashion, they will be ejected. Individuals who have been ejected from the event must vacate the property or they are subject to an arrest on trespassing charges.

Can I bring my animal to the event?

Animals are not permitted at Infinite Energy Center, unless they are aiding to a person with disabilities. The only exception is if the animal is in conjunction with an authorized exhibit, display or performance.

What types of food do the concession stands serve?

Please visit our In-Venue Dining Options page for more information and a list of concessions at Infinite Energy Center.

What happens in the case of inclement weather?

It is very rare that an event will be canceled due to bad weather. However, if an event is canceled, we will send out an email to all ticket buyers that have issued a working email address and post a notice on the Event Page of our website.

Am I allowed to tailgate before an event?

Unless otherwise stated in the event description, tailgating is permitted. Please be sure to adhere to our tailgating policies:

1. Must follow all state laws pertaining to legal age for drinking and open container.            

2. Vehicles may not occupy more than one space.

3. Tents, tables or other items may not occupy any parking areas.

4. No stakes or other objects may be driven into the ground.

5. The area must be kept clean with no trash left on the ground.

6. Douse hot coals with water to insure they are cool before leaving your area.

7. Tailgating is not permitted earlier than two hours before doors open or later than one hour after the event ends.

Information about Infinite Energy Center

How much is parking?

Parking is FREE at Infinite Energy Center. We have multiple parking lots where you can park your vehicle.

Does Infinite Energy Center have Wi-Fi?

Yes, Infinite Energy Center offers free Wi-Fi provided by Harness Group, LLC. for guests. In order to access the Free Wi-Fi, log on to the "InfiniteEnergyCenter" network and connect. Once connected you will be prompted to enter a password.

The free Wi-Fi password changes every month. For the current password, please visit Infinite Energy Center's Concierge or Guest Services desk.


For more information, please visit the Wi-Fi User Terms and Conditions Page.

Where can I find first aid personnel?

Infinite Energy Arena
First aid personnel can be found to the left in the main lobby. If you are in need of medical attention, please contact the nearest Event Staff member to contact first aid.

Infinite Energy Forum
First aid personnel can be found on the first floor next to the men’s restroom. If you are in need of medical attention, please contact the nearest Event Staff member to contact first aid.

Infinite Energy Theater
First aid personnel can be found to the right of the Ticket Office. If you are in need of medical attention, please contact the nearest Event Staff member to contact first aid.

Please check with the nearest Event Staff member for assistance.

Where is the Guest Services desk located?

Infinite Energy Arena
The Guest Services desk is located immediately to the left in the lobby of the main entrance. The personnel manning the desk are available to answer any questions about the facility, upcoming events and available services.

Infinite Energy Forum
The Guest Services desk is located immediately in front of the doors of the main entrance. The personnel manning the desk are available to answer any questions about the facility, upcoming events and available services.

Infinite Energy Theater
The House Manager’s office is located to the right of the Ticket Office. Please ask an Event Staff member for assistance.

Where are your elevators/escalators located?

Infinite Energy Arena
Two (2) passenger elevators are located in the East Suite and West Suite entrance, and one (1) escalator is located in the main lobby.

Infinite Energy Forum
One (1) passenger elevator is located behind the Guest Services desk by the restrooms and vending machines, and escalators are located directly behind the Guest Services desk.

Infinite Energy Theater
One (1) passenger elevator is located to the right of the Ticket Office.

Please check with the nearest Event Staff member for assistance.

Where is the nearest baby changing station?

Baby changing stations are located in all men’s and women’s public restrooms.

In addition, family restrooms are available on the main level of the Arena.

How can I find out about exhibitors at an event?

For more information on vendor exhibiting at Infinite Energy Center events (including ordering show services), please visit the Book An Event page.

 

Who handles your concessions at Infinite Energy Center?

All catering and concession needs are provided by Proof of the Pudding.

Can I bring in outside food and beverages to an event?

Outside food and/or beverages are prohibited at Infinite Energy Center with the exception of baby food. A variety of food and beverage options are located at the concessions stands and carts throughout the facility.

Do you have a phone that I can use on-site?

Infinite Energy Center’s campus does not have pay phones.

Infinite Energy Arena
The Arena does not have pay phones, but a courtesy phone is located at the Guest Services desk in the front lobby.

Infinite Energy Forum
A house phone is located on the upper level next to the restrooms, to the left of Meeting Room 4B. This phone can call the Concierge desk for assistance.

Infinite Energy Theater
A house phone is located to the right of the Ticket Office. This phone can call the Concierge desk for assistance.

How can I advertise my company at Infinite Energy Center?

Infinite Energy Center offers a number of exclusive partnerships that are uniquely crafted to meet the goals, budgets, and expectations of your company. Become a Community Hero!

Please for venue sponsorships, please contact Robyn Ali.

For event-based third-party partnerships, please contact Marcia Powell.

Who do I contact if I have a comment or suggestion?

Guests wishing to make a comment or suggestion about Infinite Energy Center, an employee or an event may send an e-mail to [email protected].