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Frequently Asked Questions

Below are some of our more frequently asked questions about the COVID-19 policies, attending shows, tickets, and refunds. Still have a question? Reach out to boxoffice@hifiindy.com for more information. 

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 are requiring all fans to provide proof of a proof of full COVID-19 Vaccination OR negative COVID-19 Test (PCR Test within 72 hours or rapid Antigen Test within 6 hours.) Some shows require more strict policies and are based on the direction of the artist.  To view all of our current Health Check policies visit our safety information page.

Why have you changed your show policies ?

We are working to ensure we are reopening in the safest way possible for staff, artists, crew, fans, and communities at large. We believe it’s much better to take these precautions so we can enjoy shows together rather than go back to no shows at all.

Who will check vaccination status or negative covid-19 diagnostic test at entry?

Our Event Staff will validate your negative COVID-19 diagnostic test results OR verify your proof of vaccination using the Bindle app or your physical documentation, along with a photo ID.  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.

I have only received my first COVID-19 vaccination shot, will I still be able to attend the show?

Proof of full vaccination requires the last vaccination dose to be administered at least two weeks prior to the event date. If your dose is from a vaccine series that requires two doses, full vaccination status requirement would be met only 14 days after the second dose. 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.

Why do some shows have more strict requirements than others?

Our venue policy provides a base of precautions for all shows. Some artists require more strict, elaborate protocols and we implement those on a case by case basis.

How do I attend a show with my kids who are under 12?

You will need to provide verified documentation of a negative PCR Test within 72 hours or negative Antigen Test within 6 hours of the start of the show. You can upload your results directly to the Bindle mobile app.

What if I can’t attend a show due to the new 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 refunds on site during the show. We are also 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

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

All shows at our venues will require a Health Check after September 1, and select shows prior to this date based on artist requirements. For shows happening before September 1, look for the Health Check indicator on the show listing. Our box office team will send out alerts to ticket buyers with information once we are provided with guidance from the tour.

Am I required to use the Bindle app or can I simply show my Vaccination card at the door?

We prefer that you use the Bindle mobile app, as it will get you into the venue faster. Additionally, we don’t want to have to handle your personal health information and use the Bindle app to verify entry permissions. Plus, we’d hate to see something happen to your card if it happens to be raining while you are waiting in line. If all else fails, you are free to show your verified negative test results or vaccination card at the door.

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

The two types of accepted diagnostic tests are PCR and Antigen. 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. 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.

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

“At-home” COVID test results will not be accepted. Antigen tests can not be self-administered at home tests. They must be administered by a health care provider or pharmacy. Be sure your rapid Antigen Test is time and date stamped.

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

For events that require proof of a negative COVID-19 diagnostic test, most events require the test to be taken within 72 hours prior to the event date. Check the event details page for Health Check requirements for your specific event.

Am I required to use the Bindle app or can I simply show my Vaccination card at the door?

We prefer that you use the Bindle mobile app, as it will get you into the venue faster. Additionally, we don’t want to have to handle your personal health information and use the Bindle app to verify entry permissions. Plus, we’d hate to see something happen to your card if it happens to be raining while you are waiting in line. If all else fails, you are free to show your verified negative test results or vaccination card at the door.

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.

How do you prevent people from uploading fraudulent vaccination cards?

When you use the Bindle app, you are required to self attest to that the information you are providing is accurate and legal. Our entrance team will perform spot checks on Entry Passes to verify compliance. It is illegal to reduplicate or falsify a vaccination card, or any government issued ID, using state or federal emblems / seals.

BINDLE MOBILE HEALTH APP

Do I have to create an Bindle entry pass for every show ?

Generally speaking, you will only need to create one entry pass for each venue. The entry pass will remain valid as long as your documentation is current. If the results of your negative test expire, and no longer meet the venue requirements, you will be required to upload a new set of results that meet those requirements. In this instance, you will need to create a new Entry Pass.  If the event you are attending has different requirements that are more strict than our current policy, you will need to create an entry pass for that specific event. Your venue Entry Pass will still work for future shows, but you will be required to create a unique entry pass for the specific show with additional requirements.

I have concerns about the safety of my personal information. Is the Bindle mobile app safe and secure? ?

Our venues chose Bindle for its safety and security features. Only you have access to your information stored in your device. From Bindle: “We believe that technology can help protect public health without sacrificing civil liberties. Our platform is open, interoperable, scalable, and self-sovereign, designed so that the individual is the sole owner of his/her own health data.

Since Bindle only works for kids 13 and up, how do I provide verification for my kids who are under 12?

For children under 13 years of age who are not able to utilize the Bindle app, simply show a physical copy of their verified test results or vaccination card at the Health Check area.

My Bindle disappeared from my device?

If you have switched devices (received a new phone or normally use phone and you are now using a tablet) then you will need to either 1.) create a new Bindle Entry Pass and re-upload your information or 2.) restore your account with your unique key. Your information is not stored in a database or cloud platform, it is unique to you and your device. So, if you switch devices – you need to set up new account or restore your old account.

When restoring an account, pay close attention to the exact spelling of your name, it must match the spelling of your name when you created the account.  You will be asked for your Bindle restoration password to finalize the process.  Passwords can NOT be reset. Pick a password you can remember.   If you forgot your password, you will need to create a new account with a different email address. 

How is the Entry Pass expiration determined?

Entry passes have an expiration date. This date is presented on the pass itself. The expiration date is based on the policy employed by the venue in conjunction with the date and time of your vaccination(s) and/or Covid tests.

For example:
If the venue requires patrons to have received a negative Covid test within the last 72 hours, the entry pass would expire 72 hours from the time of the test.
If the venue requires patrons to have completed vaccination at least 14 days prior to the event and no more than 6 months from the event, the entry will expire 6 months from the date the vaccination series was completed.

I can’t locate my entry pass, where do I look?

When entry passes expire, they are hidden from view. You can reveal them using the little ‘clock face’ icon on the bottom of your screen.

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.

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

You can find more information about where to get tested in Marion, and other locations across the stage, by visiting the State of Indiana’s testing information page.

ATTENDING SHOWS

Where are you located?

We are located at 1043 Virginia Ave Suite 4, Indianapolis, IN 46203. HI-FI is located on Virginia Ave in the Murphy Arts Building, in the heart of the Fountain Square District. LO-FI Lounge is located on the 2nd floor of our building and accessible via the main entrance to the building on the corner of Woodlawn & Virginia. 

HI-FI Annex (outdoor venue) is located in the parking lot behind our building. The main entrance to the Annex is on St. Patrick Street across from the church. You can visit our contact page to view on a map.

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

For HI-FI & LO-FI shows, yes. State Law requires all patrons to be over the age of 21 with valid government issued ID. We card everyone. Yes, even you mom. If you don’t have your ID, we won’t be able to help you. This applies to everyone, even if you drove from Michigan and left your ID at home. Sorry. 

HI-FI Annex (outdoor venue) are open to guests of all ages.  Bring the whole family!

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 a small parking lot in the back of the building. Additionally, 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. During the Summer, if HI-FI Annex is operational parking will be only available on the street.

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. 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?

Our rear parking lot across the street offers 2 handicapped parking spots. Once inside, 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 and other online sites. We are only required to honor valid tickets. Tickets for HI-FI & LO-FI Lounge are only available on Eventbrite and Ticketfly. In the event a show sells out, we only support LYTE as our official ticket exchange and third party reseller. 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 and 10am-3pm on Fridays. We accept cash as well as all major credit cards for ticket purchases.<
*Please note, due to ongoing public health concerns our box office is closed until further notice.

TICKET REFUNDS, CANCELLED & POSTPONED SHOWS

All fans should buy with confidence after reviewing our refund policy. Our policies are customer focused and created to ensure protection for our ticket buyers. For any questions concerning tickets, please contact our Box Office at boxoffice@hifiindy.com or 317-986-7101.

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 purchased your ticket at our box office, 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. If you purchased your ticket at our box office, you will need to contact boxoffice@hifiindy.com for further instructions to process your refund.

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.

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

GENERAL QUESTIONS

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

To retrieve lost items including credit cards, clothing, phones, wallets, etc, contact chelsea@hifiindy.com. Items are available for pickup in our office Monday-Friday 10:00 a.m. to 5:00 p.m.

Do you sell earplugs?

Yes. Earplugs are available from any of our bartenders for $2

Recent Updates

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Browse our upcoming livestreams from HI-FI or follow venues around the country. HI-FI is proud to partner with Indianapolis-based Mandolin to bring you the highest quality livestreams directly from our stage.
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