FAQs - everything you need to know



General venue information

What are your opening times?

The box office counter is currently closed due to Covid-19 restrictions.

The Mezzanine Restaurant is open from 5.30pm before selected shows. Please check the individual show page for details.

The G Live Bars are open from 90 minutes before a performance.

How do I get to G Live and where can I park? 

Getting to G Live

What is your latecomers policy?

We try to accommodate latecomers by letting them in at a suitable break in the show. If a member of your party is running late we would advise that you send them a copy of their ticket electronically to be scanned on their arrival, and they will be escorted to their seat at a suitable break in the show. If you still have physical tickets for a show, you can leave their ticket to be collected at the Welcome Desk. Please be aware that on some shows there are restrictions on latecomers admittance and on re-admittance which are out of our control.

Can I smoke? 

G Live is a no smoking venue. This includes the use of electronic cigarettes and vapes.

Do you have Wi-Fi? 

Wi-Fi is available for public use - G Live Public Wifi

Is there somewhere I can leave my coat/bag?

The cloakroom is currently CLOSED due to COVID to reduce the number of contact points within the venue.

Is there somewhere I can leave my buggy?

For family shows, we will facilitate a buggy park, details of its location available on the day of the show.  

Where is merchandise on sale / where can I buy a programme?

Many of the shows will have merchandise available to purchase which will be located by the Welcome Desk in the main foyer. If available, programmes will be available to purchase from the Guest Experience Team on the doors and by the main Welcome Desk.

Where is your baby change facility?

There are two baby change areas, one is located down the corridor next to the G Live Café and one in the disabled toilet next to the female toilets in the lower foyer.

When will the auditorium open for the show?

This varies from show to show although normally the doors will open 30 minutes before the performance starts. Tickets advertise the performance start time, unless it is a standing gig at which point the tickets advertise the time that the Main Hall/auditorium doors are open to ticket holders. Please note that the door times and performance start times are subject to change and are advertised to the best of our knowledge. 

My ticket shows a door number. Do I need to enter the Main Hall by this door?

The door number on your ticket shows the door that gives you the easiest access to your seats. However, our Guest Experience Team will be able to direct you to your seat from any door. 

When does a show finish /  When is the interval?

The show’s finishing time will vary from show to show. Start and end times are advertised on the digital screens in the foyer spaces to the best of our knowledge. Please note that these are only approximate times and are subject to change. Interval times vary from show to show and typically last for 20 minutes. 

Can I use my mobile phone?

Please turn mobile phones and pagers off during the performance.

Can I photograph or film a show/event at G Live?

The use of cameras and filming equipment is strictly forbidden during performances, unless otherwise stated.

I'm attending a music gig. What happens if the music is too loud for me? 

G Live has earplugs available from the Welcome Desk, please ask one of our team. Donations to Great Ormond Street Hospital are welcome.

Where's the nearest cash machine?

There is a cash machine located in Co-op on the high street, a 2 minute walk from the venue. The venue is now totally cashless. 

Is G Live an accessible venue?

G Live aims to be a welcoming and accessible venue for any and all visitors. We will always endeavour to support all our patrons to access and enjoy our events. For more information about accessing the venue, please see our accessibility page or call the Welcome Desk on 0343 310 0055 for further information. 

More details about Access for All 

Ticketing information

Where is the Welcome Desk?

If you enter via the main doors the Welcome Desk is located straight in front of you. If you enter via the lower foyer doors you will need to turn left, go up the stairs and turn right to the Welcome Desk. There is a customer lift available.

How do I collect tickets?

Your e-tickets will be sent to the booker's email address two weeks before the event. Please have these ready, either printed or electronically, and ready to be scanned at the front doors. If your order is due for collection please present a form of ID or your email confirmation to the Welcome Desk. If you are collecting tickets on behalf of someone else please bring written confirmation from them that they agree to you doing so.

Why do I have to get a wristband when I have a ticket?

If you are attending a standing show and have purchased a ticket in the standing section you may need to exchange your ticket for a wristband for security reasons. This can be done at the front entrance of the building on the night of the show.

Can I return my tickets?

Due to the nature of the business G Live does not offer refunds on tickets except in the rare instances when a performance has been cancelled or postponed. Only certain items can qualify for a refund. Tickets are generally non-refundable.

Download Refund Form  

Can I come into the Main Hall with my printed email as my ticket as it shows my seat allocation?

You must have a valid ticket to enter the Main Hall. If you have selected to collect your tickets from the venue you can collect them from the Welcome Desk before gaining access to your seats. Please note, if you have selected the Print at Home option, you will be sent your print at home ticket in addition to your booking confirmation. 

I've made an order and selected the Print at home delivery method. How do I find/print my ticket?

Shortly after placing your order you will receive an email invoice and attached to this will be your Print at Home tickets. You can also find your tickets from your order history within My Account.

Why is my e-ticket not appearing/printing correctly?

To view and print your tickets you need to have the most up-to-date version of Adobe Reader. This can be downloaded for free from Adobe's website. Please bring a printed version of your e-ticket to the performance or contact our Ticketing team if you have further difficulties.

Do I need to exchange my e-ticket for a physical ticket when I arrive?

Your e-ticket is all you need to gain access to the performance. Simply present it to the Guest Experience Team at the door when you are ready to be seated.

Do you offer standby tickets?

G Live does not offer standby tickets and tickets purchased on the door are not subject to a discount.

Do I need a ticket for my baby?

Children under two years may sit on their parents/guardian's lap for no charge. For children aged two and over usual ticket prices and concessions will apply and a seat will be allocated. Please note that we retain the right to exclude babes in arms from any performance.

Can I come on my own to a show if I'm under 16 years old?

Due to the terms of our venue licence, under 16s must be accompanied by an adult, unless attending a workshop or event supervised by our Creative Learning team. 

Agency Tickets

If you buy your tickets from a third party agent (like Ticketmaster, See Tickets, etc.) they will send you your tickets before the show. If you have not received them a few days before the show please contact the agency you bought your tickets through.

Do you have booster seats available?

Booster seats are available for all performances, please ask a member of the team if you require one. Donations to Great Ormond Street Hospital are welcome. 

Food & Drink

Can you recommend a restaurant/pub nearby?

G Live has its own Mezzanine Restaurant, G Live Café and bars.

The G Live Café serves a range of sandwiches, light bites & snacks as well as coffee, tea and other refreshments, as well as Kids' lunchboxes. A hot kids' menu is available from the G Live Cafe when there is a kids' show in the Main Hall. To reserve a table in the G Live Café please call the Ticket  Desk on 0343 310 0055 or visit in person.

You can enjoy a meal before selected shows in the Mezzanine Restaurant. Serving seasonal British classics, choose between one, two or three course meals and there's also the option to return to your table in the interval for dessert and/or drinks. Tables can be reserved for the Mezzanine restaurant online, over the phone or in person at the Ticket Desk.  

For more information, see the Eating and Drinking page on the website. Other restaurants/pubs can be found a short walk away from G Live on the upper High Street.

Can I take food/ drinks into the Main Hall?

Drinks in plastic containers may be taken into the Main Hall, except for classical concerts and opera where a no food & drink policy is in operation. No hot food can be taken into the Main Hall during performances, but sweets and snacks can be consumed and these are available to purchase from the G Live Café and bars. Ice creams are available to purchase in the Main Hall during show intervals, as well as from the G Live Café. 

Can I pre-order drinks for the interval?

Interval drinks can be pre-ordered at the main bar for the majority of our shows. This service is not available on standing shows regardless of whether you are standing or seated. If you have booked a meal in our Mezzanine Restaurant we can serve your interval drinks at your reserved table. Drinks can also be pre-ordered online for collection at the Cafe Bar, or delivered straight to your seat. 

What time do the G Live bars open and close?

The main bar, located on the lower foyer, will open 90 minutes before the show starts. For the majority of shows the bars and the G Live Café will close during the second act.