FAQ | HI-FI Indy

Frequently Asked Questions

Below are some of our more frequently asked questions about attending shows, tickets and refunds, age requirements, and permitted items. Still have a question? Reach out to boxoffice@hifiindy.com for more information.

ATTENDING SHOWS

Where are you located?

We are located at 1043 Virginia Ave, Indianapolis, IN 46203. You can visit our contact page to view on a map.

HI-FI is located on Virginia Ave in the Murphy Arts Building, in the heart of the Fountain Square District.

HI-FI Annex is located in the parking lot behind the Murphy Arts Center. The main entrance to the Annex is on St. Patrick Street across from the church.

LO-FI Lounge is located on the 2nd floor of the Murphy Arts Building, accessible via the main entrance to the building on the corner of Woodlawn & Virginia. Fair warning, if its is your first time you are in for an adventure of exploration. Head to the 2nd floor and navigate your way through the art studios and follow the signs to LO-FI.

Virginia Ave. Mercantile & Box Office is located at 1043 Virginia Ave. Suite 2 , in between Easy Rider & La Margarita, on the Indianapolis Cultural Trail.

Easy Rider Diner is located at 1043 Virginia Ave. Suite 3, directly next door to HI-FI, on the Indianapolis Cultural Trail.

Do I have to be 21 years old to attend a show?

Check the individual show listings at hifiindy.com to view age restrictions for your show. Generally speaking, the following applies to shows at our three venues.

We require a valid ID for admission. For guests who will be consuming alcoholic beverages, a valid state or government issues ID is required. We card everyone. Expired and temporary ID’s are not accepted.

HI-FI shows are either 18+ with a few limited exceptions when all ages are permitted or when 21+ restrictions are in place. The upgraded seating area of HI-FI is always 21+.

HI-FI Annex shows are always all ages, with a handful of exceptions when a 21+ restriction is in place. Bring the whole family!

LO-FI Lounge shows are always 21+. Sorry, we are working to change this just as soon as we are able.

How can I purchase tickets to a show?

Advance online tickets can be purchased at www.hifiindy.com, www.mokbpresents.com and www.seetickets.us

Our main box office is located in the Virginia Ave Mercantile in the Murphy Arts Center at 1043 Virginia Ave Suite #2. Mercantile hours are Monday-Friday 10am-6pm EST and Saturday 12pm to 7pm.
On the night of the show, our venue box offices will open (1) hour prior to published door time.

HI-FI Box Office is located at the main entrance to the venue on Virginia Ave.
HI-FI Annex Box Office is located at the main entrance to the venue on St. Patrick Street behind the Murphy Arts Center (across from St. Patrick’s Church)

There are no service fees for tickets purchased at any of our box office locations. Service fees apply for all online ticket purchases.

I just got a new ID, can I use my temporary paper ID to attend a show?

Unfortunately, we are not able to accept paper or temporary ID’s. Due to the ability to counterfeit these documents, and from the potential fines imposed, we are not able to accept these as acceptable forms of identification. If this affects attending the show you have already purchased tickets for, we are happy to offer you a refund.

Where do I park?

There is free street parking all around the building and on the side streets. The day of the week and the popularity of the show will impact how easy it will be to park. If you are biking in, we offer bike parking in front of the building which sits directly on the Indianapolis Cultural Trail.

Are there any seating options available?

Check your show listing for information on the show’s seating configuration. The majority of our shows are general admission, standing-room-only. Depending on the show, there are a handful of tables available to those who arrive early. We have a limited amount of seating upgrades available on our viewing platform (HI-FI, 21+ VIP Deck) or in the Side Stage Lounge (Annex, All Ages). Contact the box office to secure a seating upgrade for your show at boxoffice@hifiindy.com. Shows that are reserved or partially reserved seating configurations will have information or purchase options directly on the event listing.

Where is Will Call located?

Will call tickets for HI-FI shows can be claimed at our box office which is located on Virginia Ave, on the Indianapolis Cultural Trail.

Will call tickets for HI-FI Annex shows can be claimed at the Annex Box Office on St. Patrick Street, across from the church.

What am I allowed to bring to the show?

PERMITTED ITEMS

Lawn chairs (select shows only) – Check show listing for updates – Annex Shows Only
Small Purse / Fanny Pack – subject to security inspection
To-go food from local restaurants
(1) factory sealed bottle of water – Annex Shows Only
A warm heart & smiles

NON-PERMITTED ITEMS

No outside beverages
No weapons of any kind
No drugs or illegal substances
No coolers
No glass
No smoking or vaping in venue, designated smoking area outside venue
No backpacks
No pets
No bad attitudes

Do you allow smoking?

No. Marion County Smoking Ordinance prohibits smoking inside the venue and within 10 feet of our entrance. We do offer passouts if you need to go outside to puff. This includes cigarettes, cigars, vaping, etc. All are prohibited. If you are caught smoking (anything), you will be asked to leave the venue.

Do you offer ADA, handicap, or special needs parking and seating?

There are 2 handicapped parking spots in the lot located across Prospect St. closest to El Arado Mexican Grill. Once inside HI-FI/LO-FI/Annex, we do not have a designated ADA seating section. Our box office handles any special needs or ADA seating requests at boxoffice@hifiindy.com.

When does the band go on?

Tickets will have the door time listed on your ticket. The first act typically starts 1 hour after doors open. Headliners are typically on stage at 10pm or 11pm, depending on the start time. Keep in mind that set times, as well as opening acts, are subject to change without notice. If you purchased tickets online and accepted to receive future emails, you will sometimes receive an email on the day of the event with set times and more information relating to the event.

Do you have free WI-FI?

Yes. HI-FI offers free WI-FI during all shows. Simply select the HI-FI Free WI-FI network and you are all set.

What is your photo policy?

The photo policy for each night is posted at the band’s discretion. This policy can change on a nightly basis. As a general rule we do not allow any professional photography unless pre-approved by the band. For approved photographers, Photos permitted for the first three songs only. No flash. Media and professional photographers can contact marketing@hifiindy.com to submit a request for photo credentials.

TICKET PURCHASES

Beware of counterfeit tickets. How do I tell if my ticket is valid?

All buyers should be aware when purchasing tickets through non-authorized sites and ticket resellers. We’ve had multiple instances of fans being taken advantage of on Craig’s List, Facebook, StubHub, and other online sites. We are only required to honor valid tickets. Tickets for HI-FI/Annex & LO-FI Lounge are only available on See Tickets. In the event a show sells out, you can join the waitlist via the official See Tickets link, which will notify you if any tickets become available. When in doubt, you can always reach out to our box office at boxoffice@hifiindy.com.

Can I purchase tickets in person or without fees?

Yes. HI-FI Box Office is located at our main entrance off of Virginia Avenue. The Box Office is open 1 hour prior to the published door time. Additionally, our new (and now primary) box office is located two doors down from HI-FI in Suite 2. This box office is open Monday through Friday 10am – 6pm for fee-free ticket purchases. With the addition of this new box office, and being open throughout the week, the HI-FI box office will not be open for Friday day hours. Simply walk down two doors to our new office location and we’ll be happy to help you. We accept cash as well as all major credit cards for ticket purchases.

TICKET REFUNDS, CANCELLED & POSTPONED SHOWS

What is your refund policy for postponed shows?

If a show is postponed, ticket holders will be notified of the change via email, and no other action is needed if you would like to keep your tickets. We will work to find a new date for the show and provide updates as they become available. If you are unable to attend the rescheduled date, refunds will be offered at point of purchase for 30 days following the rescheduled date. If you paid with cash at our box office for your tickets, you will need to contact boxoffice@hifiindy.com for further instructions to process your refund.

What is your refund policy for cancelled shows?

Tickets purchased online will be automatically refunded in the event of a cancelled show. Please allow 3-5 business days for the refund to post to your bank. No action is required and you should only need to contact the box office if you 1) paid cash at our box office, 2) have received a new/different card than the one you originally purchased with, or 3) if you do not see the refund in your account after 5 business days.

If a show has been rescheduled, will my tickets still be honored?

All previously purchased tickets will be honored on the new date. Ticket holders will be notified of the change via email, and no other action is needed if you would like to keep your tickets. If you are not able to attend the rescheduled date, you will have 30 days from the day the rescheduled show is announced to request a refund. You must contact our box office directly to request this refund.

GENERAL QUESTIONS

I lost something at the show. Who do I contact?

To inquire about lost items including credit cards, clothing, phones, wallets, etc, contact boxoffice@hifiindy.com. Found items are available for pickup in our office (Suite 2) Monday-Friday 10:00 a.m. to 6:00 p.m.

LIVESTREAMS

Is there a replay option for livestreams?

For HI-FI livestreams, that are viewed on the Mandolin streaming platform, include a 48 hour replay with all purchases. This means that you can watch the performance as many times as you like for 48 hours. After that time, the stream will disappear from your account.

How do I buy tickets to a livestream?

Visit the event listing on the HI-FI website for the show. If streaming tickets are available you will see ticket purchase buttons just below the main image. Our event pages are setup to show you all viewing options, either live or digital, for our shows. For shows streamed on Mandolin, tickets are purchased directly through the Mandolin Box Office. Simply create your free Mandolin account and then search HI-FI for shows.

Can you view the livestream on a mobile phone?

Yes. For HI-FI streams that use the Mandolin platform you are able to watch the stream on your mobile device. The quality of the stream will depend on the quality of your connection.

I purchased a streaming ticket. When will I get access to the stream?

After you have created a Mandolin account, you will receive your access immediately. Mandolin will send a reminder email before the show starts with your information. Once logged into your Mandolin account, you will see the show information with a countdown timer to the start of the stream.

I purchased a VIP ticket for a livestream. When will I get information on accessing the digital meet and greet?

For shows with VIP ticket options, you will receive a separate email from HI-FI with information on how to access the Zoom meet and greet. These meet and greets take place on Zoom and are outside of the Mandolin platform. In most cases, these events take place before the start of the stream.

What is the difference between shows on different streaming platforms?

For shows that HI-FI produces, we use the Mandolin streaming platform. For shows that take place in other cities, the artist and their teams handle setting up the performances and then partner with venues to help promote the stream. We are only able to provide support for the shows that are streamed by HI-FI on Mandolin. If you have a question about a stream on another platform, your best option is contact the artist or streaming service directly. Most are very responsive. If all else fails, send an email to boxoffice@hifiindy.com and we will do our best to help you.

What is Mandolin?

Mandolin is a simple, easy-to-use platform to watch your favorite artists. Every Mandolin ticket is a front-row seat. Enjoy the benefits of the best seat in the house — every ticket, every show. Join a show by yourself or along with friends. Engage in new and unique ways with your favorite artists through live chats, VIP meet and greets, and more. HI-FI chose Mandolin as our streaming partner due to their commitment to providing studio-quality sound. HI-FI is known for having the best live sound and Mandolin helps us deliver that same quality to our streaming fans. You’ll experience the concert just like a live show. Plus, Mandolin is an Indianapolis-based company and we love to support local businesses.

What happens if there is a technical issue that causes the stream to go out?

Just like when you are at the show, there is always the chance that there could be a technical difficulty. We’ll work through these on a case by case basis and you will be experiencing this live with the audience in real time. Rest assured our team is on issues usually before you event see them. If your stream is interrupted, try refreshing. If that does not work check the chat window for updates from our production team.

What happens when show, that is being live streamed, is canceled or postponed?

If the show is rescheduled, the stream information will be updated to the new date. Your existing tickets will be honored on the new date of the stream. If the event is canceled, your tickets will be refunded via your point of purchase

COVID-19 SAFETY, HEALTH CHECK AND TESTING POLICIES

What are your current COVID-19 policies regarding admission for vaccinated and unvaccinated guests ?

HI-FI, HI-FI Annex and LO-FI Lounge requirements are dictated by the Event Organizer (usually the artist) and vary by show. Our policy on Health Checks can be found on our Health Check & Safety Information Page. Requirements may include proof of COVID-19 vaccination(s), negative COVID-19 Test (PCR Test within 72 hours or rapid Antigen Test within 6 hours.), or face coverings. Some shows require more strict policies and are based on the direction of the artist.

Why have you changed your show policies ?

We have updated our venue’s COVID-19 policy to treat each show’s requirements on a case-by-base basis. During the most critical times of the pandemic, 99% of tours were requiring a proof of vaccination or negative test in order for them to perform the show. It was most effective to accommodate the needs of our tours with a standard venue policy. As we plan for the Spring and Summer, we are providing more flexibility for tours ease restrictions and adapt to the changes they encounter – as they travel from city to city. Updates will be indicated on purchases pages, websites, tickets and pre-show messaging. Our team is working hard to ensure we are reopening in the safest way possible for staff, artists, crew, fans, and communities at large.

If there is a Health Check, who will check vaccination status or negative covid-19 diagnostic test?

Our Event Staff will validate your negative COVID-19 diagnostic test results and/or verify proof of vaccination at the door. You have the flexibility to simply show your vaccination card at the door (along with your ID) or your mobile entry pass (Bindle, Clear, Apple Wallet.) This will take place prior to getting to the door or box office. Once verified, you will continue into the show as you have in the past. You may be asked to provide photo ID along with your proof of vaccination or negative covid test. Test results must be dated and time-stamped to be accepted. If a tour does not have any special COVID-19 requirements, there will be no Health Check at the entry point.

What is defined as “fully vaccinated?” Can I still attend the show if I am “partially vaccinated?”

Proof of full vaccination requires requires a minimum of two doses (Pfizer/Moderna) or single dose (J&J) with the last vaccination dose to be administered at least two weeks prior to the event date. For those guests who have only received the first of two doses, proof of a negative COVID-19 diagnostic test will be required and taken within 72 hours prior to the event date. We realize the definition of “fully vaccinated” continues to change and will update this section and provide any helpful support for you as we get more direction.

Why do some shows have more strict requirements than others?

Our venue policy allows the Event Organizer (usually the artist) to determine which COVID-19 protocols they would like to have in place. Some artists require more strict, elaborate protocols and we implement those on a case by case basis.

If there is a Health Check, how can I attend a show with my kids who are not able to get vaccinations? (Annex only)

Due to age restrictions around the ages in which a child can be vaccinated, kids under 5 are not required to be vaccinated or tested prior to entry. Please note that the Event Organizer (usually the artist) has the ability to make additional changes or modifications on a show by show basis which may provide more strict requirements.

What if I can’t attend a show due to Health Check requirements?

Refunds will be available to guests on a case by case basis. All refunds must be done via our box office during normal business hours. We are not able to process any refunds after the event has ended. To start the process of requesting a refund, email your name, show you purchased tickets for and your order confirmation number to boxoffice@hifiindy.com. We are only able to offer a refund, credit or voucher if your ticket is a Verified Ticket purchased directly from See Tickets. We are not able to support any tickets purchased via brokers, resellers, Facebook, Craig’s List, Stub Hub, etc.

Am I required to use a mobile entry pass or can I simply show vaccination card at the door?

Using a mobile entry pass, such as Bindle, Clear will usually help expedite the entry process. With that said, we are happy to check your physical CDC vaccination card (updated and completed.) at the door for entry. You will be required to show a government issues photo ID along with your proof of vaccination.

What kind of COVID-19 test is considered an accepted diagnostic test?

Accepted COVID diagnostic tests include:

PCR test: A PCR test will test for the presence of the actual virus’s genetic material or its fragments as it breaks down. This is the most reliable and accurate test for detecting active infection.
Antigen test: An Antigen test detects bits of proteins on the surface of the virus called antigens. Antigen tests are typically considered rapid, taking only 15 to 30 minutes but are less accurate than a PCR test. Rapid antigen tests are most accurate when used within a few days of the start of your symptoms, which is when the largest amount of virus is present in your body.
At-home test: Self-administered (aka”at-home”) COVID test results will only be accepted if 1) the test is brought to the venue unopened//cdn.kicksdigital.com/hifiindy.comnused, and you must 2) self-administer the test and await results while in the presence of a HI-FI event staff member. If the test results are Negative, you will be able to enter the show. If the results are Positive, unfortunately you will not be allowed entry into the venue. You can then contact boxoffice@hifiindy.com for your refund options.

How close to the event date should I schedule a COVID-19 diagnostic test?

For events that require proof of a negative COVID-19 diagnostic test, most events require either:

A laboratory test taken within 72 hours prior to the event date, OR
An unopened at-home test self-administered immediately prior to entering the venue.

Will “at home” covid-19 tests be accepted?

“At-home” COVID test results will only be accepted if 1) the test is brought to the venue unopened//cdn.kicksdigital.com/hifiindy.comnused, and the individual must 2) self-administer the test and await results while in the presence of a HI-FI event staff member. If the test results are Negative, you will be able to enter the show. If the results are Positive, unfortunately you will not be allowed entry into the venue. You can then contact boxoffice@hifiindy.com for your refund options.

I’ve lost my vaccination card. How can I get a new copy?

Go to the COVID-19 vaccination portal. If you are not already signed in, this link will redirect you to Access Indiana, a record retrieval site.
Sign in to your Access Indiana account to access your information. If you do not have an Access Indiana account, you will then need to create a new account. To do so, you will need to provide your email address, which you will need to verify with an emailed code, and create a password. You will also have to provide your phone number.

VACCINATION AND TESTING RESOURCES

Where can I get more info regarding COVID-19 vaccinations?

You can find information about where to get vaccinated in Marion County by visiting the State of Indiana vaccination information page.

Recent Updates

PHOTO RECAP: Muscadine Bloodline at HI-FI Annex

Proudly independent and unapologetically Southern, country duo Muscadine Bloodline brought the HI-FI Annex to life on Thursday night, June 1st. Alabama boys Charlie Muncaster and Gary Stanton never fail to … more »

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Frequently Asked Questions

How will I know if the event I am going to requires a negative COVID-19 diagnostic test or full vaccination?

ATTENDING SHOWS

Where are you located?

Do I have to be 21 years old to attend a show?

How can I purchase tickets to a show?

I just got a new ID, can I use my temporary paper ID to attend a show?

Where do I park?

Are there any seating options available?

Where is Will Call located?

What am I allowed to bring to the show?

Do you allow smoking?

Do you offer ADA, handicap, or special needs parking and seating?

When does the band go on?

Do you have free WI-FI?

What is your photo policy?

TICKET PURCHASES

Beware of counterfeit tickets. How do I tell if my ticket is valid?

Can I purchase tickets in person or without fees?

TICKET REFUNDS, CANCELLED & POSTPONED SHOWS

What is your refund policy for postponed shows?

What is your refund policy for cancelled shows?

If a show has been rescheduled, will my tickets still be honored?

GENERAL QUESTIONS

I lost something at the show. Who do I contact?

Do you sell earplugs?

LIVESTREAMS

Is there a replay option for livestreams?

How do I buy tickets to a livestream?

Can you view the livestream on a mobile phone?

I purchased a streaming ticket. When will I get access to the stream?

I purchased a VIP ticket for a livestream. When will I get information on accessing the digital meet and greet?

What is the difference between shows on different streaming platforms?

What is Mandolin?

What happens if there is a technical issue that causes the stream to go out?

What happens when show, that is being live streamed, is canceled or postponed?

COVID-19 SAFETY, HEALTH CHECK AND TESTING POLICIES

What are your current COVID-19 policies regarding admission for vaccinated and unvaccinated guests ?

Why have you changed your show policies ?

If there is a Health Check, who will check vaccination status or negative covid-19 diagnostic test?

What is defined as “fully vaccinated?” Can I still attend the show if I am “partially vaccinated?”

Why do some shows have more strict requirements than others?

If there is a Health Check, how can I attend a show with my kids who are not able to get vaccinations? (Annex only)

What if I can’t attend a show due to Health Check requirements?

Am I required to use a mobile entry pass or can I simply show vaccination card at the door?

What kind of COVID-19 test is considered an accepted diagnostic test?

How close to the event date should I schedule a COVID-19 diagnostic test?

Will “at home” covid-19 tests be accepted?

I’ve lost my vaccination card. How can I get a new copy?

VACCINATION AND TESTING RESOURCES

Where can I get more info regarding COVID-19 vaccinations?

LO-FI LOUNGE FAQ’S

I lost something at the show. Who do I contact?

Do you sell earplugs?

HI-FI ANNEX FAQ’S

I lost something at the show. Who do I contact?

Do you sell earplugs?

COVID-19 AFFECTED SHOWS

What is your refund policy for postponed shows?

What is your refund policy for cancelled shows?

If a show has been rescheduled, will my tickets still be honored?

Recent Updates

PHOTO RECAP: Muscadine Bloodline at HI-FI Annex

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