FAQ

GENERAL FAQs

I bought tickets to ICC Sydney Theatre, are you the same place?

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Yes. Your tickets will still be valid. If your ticket was purchased through Ticketek you will have been re-issued with an updated ticket. 

If you are still unsure, contact us on (02) 9215 7100 or info@iccsydney.com 

Why did you change the name?

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ICC Sydney is an important icon for Sydney, enriching its economic and cultural landscape for locals and visitors alike. A naming rights partner for the theatre was always part of the operating contract to ensure ICC Sydney retains its status as a beacon of the industry, delivering world class events and experiences for international and local visitors for years to come.

Why has First State Super decided to take the naming rights of the Theatre?

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The 10-year naming rights deal strengthens an existing partnership First State Super has with ICC Sydney. First State Super members already own 45% of the asset. By investing in the naming rights of this Theatre, standing proudly in the heart of the Darling Harbour precinct, it significantly increases the visibility for their brand as well as ensuring members have access to benefits from and within the Theatre.

What is the capacity of Theatre?

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First State Super Theatre holds 8,000 in fully seated mode and 9,000 capacity with general admission standing floor mode.

TICKETING FAQs

How do I book wheelchair accessible a wheelchair or a wheelchair accessible seat?

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Wheelchairs are available to hire from the Customer Service desk located on the Convention Centre Ground Floor.
 
If you’re attending an event in First State Super Theatre or Darling Harbour Theatre then Ticketek has a dedicated disability telephone line where you can book up to 2 tickets in the Special Needs Area.

Patrons should call 1300 665 915 for further information.

Companion Card bookings

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The Companion Card promotes the rights of people with a disability who require a companion to fair ticketing at events and venues. Although ICC Sydney is not officially affiliated with the Companion Card program, we do have an arrangement with majority of our hirers and can approach them on a show by show basis to obtain permission to offer a complimentary ticket for Companion Card holders.

Companion Card holders must contact the Ticketek Special Needs Line on 1300 665 915 to purchase the tickets. Please be aware that first time purchasers will be required to provide a copy of the front of the valid Companion Card as proof of issue, which is outlined in the Companion Card terms and conditions.

How do I contact Ticketek?

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Here’s their website:  https://premier.ticketek.com.au/

I found cheaper tickets online. Are they safe?

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Don’t be tempted. If it looks too good to be true, it usually is. Only register or purchase via the official event website and organiser. If you’re not sure if you have the right website, contact info@iccsydney.com to confirm.

Ticketek is the only authorised ticket seller for entertainment events held at First State Super Theatre and Darling Harbour Theatre. Please be aware that ICC Sydney has NO obligation to honour tickets purchased from or through unauthorised re-sellers. If you have an issue with tickets purchased through an unofficial agency please return to the point of purchase. 

If you attend the Event with a ticket purchased via an unauthorised seller such as Ticketmaster Resale, Viagogo, Tickets, eBay, Gumtree, Tickets Australia, Ticket Merchant, Ticket Blaster, TicketBis, Queenoftickets or any other unauthorised re-sellers, you may be refused entry to the Event. Often the tickets have fake barcodes, have been sold to multiple people, or sold for seats that aren’t even available. Don’t spoil your night out and purchase from the official seller.

What is a ticket Reseller and what is ticket scalping?

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Ticketek is the only authorised ticket seller for entertainment events held at First State Super Theatre and Darling Harbour Theatre. Please be aware that ICC Sydney has NO obligation to honour tickets purchased from or through unauthorised re-sellers. If you have an issue with tickets purchased through an unofficial agency please return to the point of purchase. If you attend the Event with a ticket purchased via an unauthorised seller such as Ticketmaster Resale, Viagogo, Tickets, eBay, Gumtree, Tickets Australia, Ticket Merchant, Ticket Blaster, TicketBis, Queenoftickets or any other unauthorised re-sellers, you may be refused entry to the Event.

You should be aware that forged and fraudulently-obtained tickets are presented and denied entry to nearly every event we present. Often the same barcodes are sold multiple times or the seat on the ticket may not even exist.

Don’t be caught. Buy your tickets ONLY from an authorised seller. There is limited consumer protection legislation to prevent the scalping of tickets in Australia. For more information on legislation that may apply in NSW please contact 13 32 20 or visit NSW Fair trading.

What is ticket scalping?
The practice of buying and reselling tickets for profit. This has always existed but in the digital era, the scale of scalping has increased substantially. Many people try to re-sell their tickets via social media too. 

More about Resellers:
There are various unauthorised resale sites that provide sales platforms for individuals to resell event tickets anonymously at inflated prices.  Generally they are listed in the top four searches on the internet above the official ticketing agent and more recently on fake Facebook Event Pages which redirect you to unauthorised Reseller sites. The original ticket face value, exact seating allocation or information about seating restrictions are rarely provided at the time of purchase.

Professional scalpers:
An operator who uses sophisticated technology to harvest tickets from the official ticketing agents the minute tickets go on-sale.  Scalpers rob tickets from real fans denying them the chance to purchase at face value, then resell them at inflated prices several times over the face value on these unauthorised resale sites. 

Confusing Fans:
As you may have experienced, resale websites are very cunning at giving the impression of being the official seller. When searching for tickets online, typing the Tickets plus the Artist will generally lead to paid listings which direct fans to highly priced tickets when more affordable alternatives at face value are often still available via the Arena’s official seller.

Who is the authorised ticket seller for live entertainment events?

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Ticketek is the only authorised ticket seller for entertainment events held at First State Super Theatre and Darling Harbour Theatre. Please be aware that ICC Sydney has NO obligation to honour tickets purchased from or through unauthorised re-sellers.

The safest way to determine the “Official” Ticket Seller is via the Promoter and/or Venue websites. In addition, be wary of the highest placed search results on the internet, as these can often be paid ads for the Resellers. Most common unauthorised resellers in Australia include: eBay, Gumtree, Viagogo, Ticketmaster Resale, The Ticket Merchant, Queen of Tickets, ticketbis etc

If you have an issue with tickets purchased through an unofficial agency please return to the point of purchase. If you attend the Event with a ticket purchased via an unauthorised seller such as Ticketmaster Resale, Viagogo, Tickets, eBay, Gumtree, Tickets Australia, Ticket Merchant, Ticket Blaster, TicketBis, Queenoftickets or any other unauthorised re-sellers, you may be refused entry to the Event. You should be aware that forged and fraudulently-obtained tickets are presented and denied entry to nearly every event we present.

Don’t be caught.  Buy your tickets ONLY from an authorised seller. There is limited consumer protection legislation to prevent the scalping of tickets in Australia. For more information on legislation that may apply in NSW please contact 13 32 20 or visit NSW Fair trading.

Still not sure if your buying through the right website? Call us on (02) 9215 7100 or email us at info@iccsydney.com and we'll check for you. 

What are the benefits of purchasing through an official ticket seller?

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When you purchase through the Official Ticket Seller, you pay the real price as determined by the Artist & Promoter.  In addition, the ticket you purchase is 100% guaranteed and if something goes wrong, you are able to speak to the staff to get it resolved.  In the unlikely event of a cancelled show, your ticket purchase will be automatically refunded to you with minimal fuss.  If you have purchased a resale ticket, you will need to contact the reseller direct to seek your refund.

I haven't bought from Ticketek, why can't the Box Office assist me?

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Venue Box Office staff are only able to assist with ticketing issues for those who purchased through Ticketek. If your tickets were not purchased through the Official Seller Ticketek, staff will not have any record of your purchase or account.  Where possible, staff will attempt to sell you a new seat (only if available) but will not be able to resolve your resale issue. We understand patrons will be disappointed, inconvenienced and out of pocket looking for assistance, however, please be aware any abuse or bad behaviour directed at any staff member when being told they cannot assist will not lead to any outcome. Buyers Beware - the venue has no obligation to honour tickets purchased via unauthorised sites.

How do I lodge a complaint against an unauthorised seller?

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If you have an issue with tickets purchased through an unofficial agency please return to the point of purchase.

I thought the resale ticket guaranteed me entry into the event?

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No. The only way to guarantee that you are able to attend your event is to purchase through the official seller, in this case it is Ticketek.  Resellers may be able to offer a refund of your money after reviewing your complaint but cannot offer you a service through the Venue Box Office.

Do I need to print my Mobile Ticket?

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No, you are not required to print a hard copy of your ticket. Ensure you’ve taken a screenshot of your ticket before you queue, and save it in your photos. Have it open and ready to scan and ensure the brightness of your phone screen is turn right up to ensure it scans easily

How do I save my Mobile Ticket into my mobile phone?

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There are a few ways to save your tickets:

  • Take a screenshot - the best way is take a screenshot of your ticket, the ticket then will be available to load from your photo gallery. (Instruction on how to take screenshot for: Apple iPhone, Android)
  • Ticketek App - the app allows you to save your ticket on your mobile phone. The App is currently available for iPhone, Android and Windows phones.
  • Wallet App - If you're using an iPhone, you can also save your ticket into a wallet app such as Passbook. (Instructions to use Apple Wallet)

I received the message from Ticketek, how do I view the ticket?

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Mobile Ticket is a convenient way to receive your ticket. Instead of having your ticket delivered through postal or email, it will be send as an SMS/text message to your mobile number. You will need to use a smartphone to properly access your ticket.

I got an email of my ticket, is that also a Mobile Ticket?

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No, that is an EzyTicket and must be printed prior attending the event. 

I got an SMS/text message of my ticket, is that EzyTicket?

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No, that is Mobile Ticket.

What is EzyTicket?

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EzyTicket is a print-at-home ticket option. Instead of having your ticket delivered to you through postal, you will receive an email containing PDF attachment of your ticket. You will need to print this ticket for scanning at the venue.

Do I need to print my EzyTicket?

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Yes, you need to print a hard copy of your ticket at home prior coming to the event.

I didn't receive the email for my ticket, what happened?

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Please check your Spam/Junk mailbox. If you still can't find your ticket, please contact Ticketek at 13 28 49.

My ticket is showing blank, what went wrong?

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You might need to use PDF viewer app such as Adobe Acrobat Reader to view the information on your ticket. The app is available for Mac, PC, as well as for iPhone and Android phones. Please ensure you have the latest update of the software.

Can I use my mobile phone for scanning instead of printing the ticket?

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EzyTicket is designed to be printed on paper, the scanner might have problem reading the information from your phone. If you would like to use your phone please select Mobile Ticket as a delivery option instead.
 

 

 EVENT DAY FAQs

I need to drive – where do I park and how much is it?

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If you must drive we’ve got two car parks. P1 is the closest carpark for Darling Harbour Theatre events inside the Convention Centre and P2 is the closest carpark for First State Super Theatre. For events in Exhibition Centre you’ve got both to choose from.

See ICC Sydney's parking page for more information.

Save my spot! Can I pre-book my car spot?

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Unfortunately no, but don’t worry. We have a total of 826 parking spaces including 11 disabled parking bays, 25 motorcycle parking spaces, bicycle racks and 20 electric car charge spaces.

If you require a disabled parking bay and these are filled when you arrive see our Car Park office attendants for assistance.

See ICC Sydney's parking page for more information

Will you lock me out if I’m late to the show?

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Lockout applies for some shows. You can find out if your show has a lockout policy in place in the event information sent prior to the show or our website. If a lockout policy is in place and you find yourself arriving after the show starts you’ll be let in at a suitable time.

I’m feeling peckish – what is there to eat?

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Lots! We have a variety of options to suit your taste. During events you’ll find more kiosk options open throughout the venue with menus tailored for the event. If you’ve got special dietary requirements or allergies be sure to let us know when you order.

See our Eat & Drink page for more information.

Do you serve alcohol?

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We do indeed. ICC Sydney is a licensed venue and we serve alcohol responsibly. Free drinking water is offered at every bar. Guests who look under 25 must show their current drivers’ licence, NSW Photo Card or passport. Penalties apply for patrons who fail to comply with conditions set out in the Liquor Act 2007.

Can I take photos?

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Generally, no. Majority of concerts restrict filming or recording of any kind, even if it’s on your phone or iPad. If you’re attending an event be sure to check the photography policy in the information as there may be some further guidelines set by the event organiser. During live entertainment events you may be able to use small cameras as long as the flash is off however  professional photography, and cameras with detachable lenses or lenses bigger than 5cm, are not allowed. Check your event, because specific restrictions may apply.

If you wish to take photos of our venue, inside or out, for commercial or other use then let’s chat. Send us an email at info@iccsydney.com.

Are you pro selfie sticks?

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We are not. Please leave your selfie sticks at home.

Can I bring my smartphone or tablet?

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If you’re attending a conference usually phones are okay, but they may be restricted at some events if the artist or organiser requests it. As standard, all types of photography and filming is prohibited at concerts.

Devices can also block the views of people behind you, so be considerate. During live entertainment shows you are not able to record or use flash photography. Always check your event information for what you can and can’t bring to the show. 

Let’s dance?

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Definitely! But you should remain in front of your seat, be respectful of other people’s space and keep the aisles clear. Rest the temptation to stand on your seat – it’s not allowed, no matter how incredible the band is.

Can I camp overnight? How early can I line up for GA entry?

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Sorry, no camping is permitted outside the theatre or in the Darling Harbour precinct. You are not permitted to line up any earlier than 10am on the day of the event.

Where can I leave my coat or bag? Is it free?

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No item is too big or small. All cloaking at ICC Sydney is free. Before you arrive, check out the event page or information email to find out the cloak room location or conditions of entry for your tickets.

First State Super Theatre

Before you pass through security, head to one of the cloak rooms on Tumbalong Boulevard or Moriarty Walk. Cloaking will be a separate queue in addition to your standard security entry queue, so be sure to allow plenty of time before the show starts. 

Cloaking is free.

Darling Harbour Theatre

Cloaking is available at the Customer Service desks on ground floor of the Convention Centre.

 

I forgot to collect my items from the cloakroom after the show..

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Once the event is over, cloaked items are handed to our Customer Service desks to be logged and then sent to our security office. If you’ve forgotten something, please give us a call on +61 2 9215 7100 or send us an email at info@iccsydney.com.  We’ll need to know when you lost it, which event you attended and a detailed description of your item. Pictures help if you can attach one.

 

Should I let you know about my medical condition?

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If you have a food allergy, please let staff know right away. If you have a condition that requires you to carry medication (like EpiPens or insulin pens) and you’re attending a concert you will be permitted to carry these but please let security know.

We love merch. Do you love merch?

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We all love merch. Merchandise shops will be open for most events and accept credit cards and EFTPOS.

 

Paywave, PayPass, ApplePay.. do you take cards?

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Absolutely. EFTPOS and credit cards are accepted at all of our kiosks, and merchandise stands. If you want to get cash out, ATMS can be found at Convention Centre Ground Floor by the Café and Exhibition Centre Level 2 between Hall 1 and 2.

Are children allowed in the theatre?

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Yes! For ticketed events, children over the age of 2 do require a ticket and have to sit in their designated seat. Some shows will have different policies depending on the content.

Please note: We don’t recommend children younger than 2 attending due to the strong noise levels and the need to wear ear protection at that age.
 

Do you have somewhere to change my baby?

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Designated Parents Rooms are located in ICC Sydney Theatre Main Foyer (Level 2) next to Door 4, as well as Level 4 and 6 unisex accessible toilets. Yes, unisex accessible toilets are available in Convention Centre and Exhibition Centre.

What should I do with this pram or baby capsule?

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Prams and capsules are welcome, with some exceptions. Prams and capsules aren’t allowed in the seating area or ailes of the theatres – please check with the ushers when you arrive for further instructions. Usually prams will be kept at the Customer Service desk or pram parking area arranged for the event.

What’s your policy on handing out flyers or pamphlets?

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Please don’t. Distributing any promotional items, flyers or printed materials is not permitted without permission ICC Sydney. Product sampling and giveaways are also prohibited.

I designed this huge banner – where can I hang it?

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Sorry, but no signs or posters are allowed during live entertainment shows. Seated guests can bring signs as long as they’re smaller than A3 so they don’t block the view for others.

Is there somewhere to have a cigarette?

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ICC Sydney is a non-smoking venue, so all types of smoking is prohibited, including e-cigarettes. You have to be at least 10 metres from the venue to smoke.