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FAQ

COVID-19

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PUBLIC HEALTH MEASURES DURING THE EVENTS

From May 14, the choice to wear the mask is optional and at the discretion of each.

TICKETS

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POINTS OF SALE FOR TICKETS

Online: www.mtelus.com or www.evenko.ca

ACCEPTED CREDIT CARDS 

The accepted credit cards are: Visa, MasterCard and American Express. 

Debit cards with a credit card logo are also accepted.

It’s important to note that only the credit card holder is authorized to purchase tickets with their credit card. 

PayPal is also an accepted method of payment for online purchases.

YOU DON’T HAVE A CREDIT CARD?

If you don’t have a credit card, it’s possible to buy your tickets in person at the box office.

It’s also possible to get a prepaid credit card in some financial institutions or retail outlets. In such a case, make sure to correctly activate your card and to keep it until the date of your event.

PayPal is also an accepted method of payment for online purchases.

ACCEPTED METHODS OF PAYMENT AT THE L’ASTRAL AND BELL CENTRE BOX OFFICE, AND AT THE MTELUS ON EVENT DAYS

The box office accepts payment in cash, by debit or by credit card. It’s important to note that only the credit card holder is authorized to purchase tickets with their credit card. Bring a valid piece of photo identification when you come to buy your tickets because you could be asked to show it.

PRESALES

A presale is an offer to make a purchase before the public on-sale. It’s an interesting opportunity to buy tickets.

To take advantage of the evenko presales, you only have to become an evenko member by clicking on the “Sign Up” tab on evenko.ca. If a presale is available for the show that interests you, an email will be sent to you a few days before the scheduled on-sale date.

Several other types of presales can be offered for each show. The main presales are those offered to fan club members, by some credit card companies, and by the event promoters.

To take advantage of fan club presales, you must be a member of the artist’s fan club and visit the artist’s website to check if a presale will be offered to members.

Please note that only a limited quantity of our ticket inventory is available during presales. Thus, having access to a presale doesn’t guarantee having access to seats or to better seats.

VIP PACKAGES

Some artists offer VIP packages to their fans. Those packages vary from one show to another and don’t always include the same perks. For more details about VIP offers, you can visit your favourite artist’s website.

An email will be sent to you by those in charge of the package a few days before your event in order to provide more information on the package. If you wish to get more information about your package earlier, we invite you to visit the artist’s website and to communicate directly with their production team.

MINIMUM AGE

Generally, there is no minimum age to attend our events at the MTELUS. In a case where an age restriction is imposed, we indicate it on evenko.ca and you will be notified when you purchase tickets.

The minimum age to buy alcoholic drinks is 18. If you plan to have alcoholic drinks at the venue, please have in your possession two (2) valid pieces of identification and make sure to drink responsibly.

HOW COME TICKETS SELL SO QUICKLY?

If tickets sell quickly, this means that the event is very popular and that demand is high. A portion of tickets may have been sold during the presales. We invite you to read the Presales section to learn more. Furthermore, with the new technologies, it’s possible to sell hundreds of tickets per minute, which means that the inventory of available tickets is gone quickly. 

Being fans ourselves, we understand the desire to attend the shows of our idols. We invite you to check out our tips to maximize your chances to buy tickets.

SOLD-OUT EVENT – TICKET RELEASE

As an event approaches, the technical needs of the producers become more precise, which allows us to sell tickets that were originally not available for technical reasons. Furthermore, in the hours before an event, once the stage setup and the installation of the technical equipment are completed, MTELUS and the producers adjust the capacity and release new tickets, space permitting. Consequently, it’s possible that tickets closer to the stage will be available after your purchase. Be certain, though, that at the time you made your purchase, the best available tickets were those you have in your possession.

Please note that there is no exchange or refund once a ticket has been purchased.

SERVICE AND HANDLING FEES

A service fee corresponds to the service that is offered to you during the purchase of your tickets. This fee is billed by the intermediary who sells tickets to you in order to cover operating costs such as call centres, box offices, managing and maintaining the websites, etc. The service fee varies from one show to another and from one venue to another. It is applicable on every purchased ticket.

The handling fee is a fixed fee applicable once for the overall order, which makes it possible to cover the costs of printing and sending the tickets in the case of a mailing, the Internet connection fees and the costs associated with secure delivery in the case of electronic tickets, and the printing and handling of the tickets in the case of a Will Call.

TIPS TO MAXIMIZE YOUR CHANCES TO BUY TICKETS

1. Presales offer an interesting possibility to purchase tickets before the public on-sale. We invite you to check out the Presales section for more details.

2. The sale system always offers you the best available tickets at the moment you make your purchase. Particularly in an on-sale context, if you reject the seat offer and try a new search, it’s possible that the system will offer you seats further from the stage. 

3. In the hours before the show, it’s possible that the MTELUS will release tickets. For more details, check out the Ticket Release section.

Please note that the chances to have access to tickets are the same whether you use the Internet, the phone or the box office.

MTELUS and evenko strongly advise against buying tickets from resellers or from a third party.

PURCHASE FROM A THIRD PARTY – TICKET RESALE / “SCALPING”

MTELUS and evenko strongly advise against buying tickets from an unauthorized reseller. We only guarantee the validity of tickets that are purchased at the official box offices or from authorized vendors (e.g. some fan clubs will sell tickets and/or VIP packages themselves). It’s impossible for us to determine the validity of a ticket purchased from an unauthorized reseller (street resellers [scalpers], classified ad websites). 

ACCESSIBILITY

The entrance of the MTELUS is at street level and is accessible for our wheelchair patrons. They will have access to the mezzanine, i.e. the level where our wheelchair spaces, the adapted washrooms and a bar are located. 

In the case of a General Admission (standing) event, we recommend arriving a few minutes before the doors open in order to choose your place first.

For events with reserved seats, a section is specifically dedicated to wheelchairs (mezzanine level) and you must purchase tickets in that section, otherwise we won’t be able to guarantee accessibility.

ELEVATOR

There is no elevator at the MTELUS. Since the balcony is very high, we recommend purchasing floor tickets when available.


REQUESTING A REFUND

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REFUND

We recommend that you carefully check your order before proceeding with the payment, because no exchange or refund will be accepted following your purchase.

CANCELLED

In the case of a cancelled event, the MTELUS commits to inform you about it as soon as possible via email. Refunds will be made automatically to the credit card that was used during the purchase and will appear on your credit card account in the 30 business days following the cancellation of the event. For purchases made in person, we invite you to go to the box office for a refund.

Please note that the method of payment used for the refund will be the same as the method of payment used during the purchase.

POSTPONED

If an event is postponed, the MTELUS commits to inform you about it as soon as possible. We invite you to keep your tickets since they will be valid on the new date of the event.

For more details, don’t hesitate to contact us at [email protected].

WEATHER CONDITIONS 

We don’t cancel events because of weather conditions.

DELIVERY METHOD

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ON YOUR MOBILE – SAFETIX TICKETS

Your phone is your ticket. No ticket will be sent via email. You can access your tickets from your client account.

Please note that screenshots as well as photos and printouts of the mobile ticket will not be accepted. 

Need help accessing your tickets? 1-877-668-8269

PLANNING YOUR EVENING

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SET TIMES

For shows and other events, it’s impossible to know in advance how long each artist will remain on stage and how long the show will last. The length of the show is entirely at the discretion of the headlining artist and is subject to change without notice by the producers of the show. We recommend that you show up at the time on your ticket to be sure not to miss anything.

Also, please note that the guest artists or “opening act” of a show are always subject to change. Since your ticket is valid for the headlining artist (main artist), we don’t issue any refund in the case of a change of guest artists. 

DOORS

For the majority of events, the MTELUS opens its doors one hour and a half before the beginning of a show. This information is subject to change from one show to another.

For more details about an upcoming show, we invite you to check the show’s page on www.mtelus.com.

LATECOMERS

Unless otherwise instructed by the producers of the show, you will be able to enter the MTELUS if you’re late. However, please note that we offer no refund, either partial or complete, to latecomers.

Warning: some VIP packages are governed by strict rules of punctuality. If you have purchased a VIP package, we invite you to carefully check its terms and conditions.

FRISKING

At the request of some promoters and artists, it’s possible that the security guards will frisk you or inspect bags at the entrance. As such, we recommend that you plan to arrive in advance since those frisks can slow down the speed at which people have access to the venue.

ENTRIES AND EXITS DURING EVENTS

Unless otherwise instructed by the producers of the show, it’s possible to enter and to exit the MTELUS during an event. Make sure to show your ticket to our door staff to validate your exit.  

SMOKE-FREE BUILDING

In order to offer a healthy and comfortable environment, the MTELUS reminds you that it’s absolutely forbidden to smoke inside the venue, or else you could be expelled without a refund. 

COAT CHECK

Paid coat check is available, but is not mandatory. Besides, it’s at the discretion of the venue to close it depending on the season or if it’s full during a show.

WASHROOMS

The washrooms are located on the balcony level. Also, please note that there are adapted washrooms for our wheelchair patrons on the floor level, stage left.

ATM

There are 3 ATMs in the MTELUS: one near the main doors when you enter, and two on the floor level, near the merchandise table.

BARS

The MTELUS is equipped with 8 bars: 2 on the balcony, 5 on the floor level, and one by the lobby.

FIRST AID

All our security guards are trained to assist you in case of an injury. Don’t hesitate to ask them for help!

STROBOSCOPE

It’s always possible that extreme lighting will be used during our shows. Those could trigger seizures for people with photosensitive epilepsy. As such, please obtain information about it upon your arrival at the venue.

MEETING AN ARTIST

It’s not possible to meet an artist unless otherwise noted by the producers of the show. Some VIP packages including a meet-and-greet with the artist can be purchased. We invite you to check the ticket page of the show to see if such a package is offered.

AUTOGRAPHS

The MTELUS can’t request autographs from the artists and no autograph session is scheduled during a show. However, at the discretion of the artists, they might decide to take a moment to sign autographs during the show without prior notice.

GIFTS FOR THE ARTIST

Unless otherwise noted by the producers of the show, the MTELUS doesn’t collect gifts to deliver to the artists performing there. 

POSTERS

Unless otherwise instructed by the producers of the show, posters are not allowed inside the MTELUS.

VIDEO CAMERAS

Unless you have an authorization from the producers, professional cameras, camcorders, GoPros and all other video devices are forbidden.

PHOTOS

In general, non-professional cameras are authorized during events at the MTELUS. Please note that this policy is subject to change according to the instructions issued by the producers of the event.

It is strictly forbidden to bring a professional camera (with a detachable and/or more than 2-inch lens), otherwise it will be confiscated. 

BAGS

Small bags, such as handbags or messenger bags, are authorized at the MTELUS. Searches will be conducted by our security guards at the entrance.

Please note that large bags are not authorized and won’t be accepted at the coat check. 

We reserve the right to put any object we consider dangerous for the safety of others in the coat check.


MISCELLANEOUS

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LOST OBJECTS

Write us, making sure to describe the lost object and to give us your contact information so that we are able to do a follow-up with you as soon as possible.

GENERAL ADMISSION – STANDING 

When the tickets for a show indicate “standing,” this means that there aren’t any seats/stools/benches available on the floor, for every patron without exception. Please note that the decision to open the balcony rests with the producers of the show and is not always guaranteed. 

GROUP AND CORPORATE SALES

We invite you to contact the Group and Corporate Sales service at 1-866-365-7469 or via email at [email protected] for more information.

SEAT NUMBERING

Even numbers are on the right of the stage (viewed from the room) and the odd numbers are on the left of the stage (viewed from the room). The numbering is the same on the floor (in the case of a configuration with seats) and on the balcony.

SPONSORSHIP/CHARITY

The MTELUS receives many such requests and we care about every one of them. For that reason, it’s difficult for the MTELUS to respond positively to all of them. However, be assured that your request will be read attentively.

JOBS

Send your applications by email: [email protected]

Venue, bars, ushers: [email protected]  

PRIVACY POLICY

View the detailed policy