FAQ

What covid entry requirements are in place?

As a responsible operator and employer, we must have your safety as our priority.

Upon entry, we will ask for one of the following:

  • proof of negative test (for example NHS Rapid Lateral Flow)
  • natural immunity (positive PCR within the previous 10+ to 180 days)
  • proof of double vaccination

The easiest way to gain entrance is via the NHS COVID Pass via the NHS app. We will also accept an official text or email from NHS with your latest test results.

This will be reassessed regularly.

I don't have the NHS app - can I still get in?

Yes, provided you have other proof to allow entry.

If you don’t own a smartphone or a computer, there’s still a way to report and get proof of a negative NHS Rapid Lateral Flow Test by telephoning 119 – this phone number is in your test kit’s instructions as well – and they’ll tell you your options.

Please check with them before you visit and leave enough time before the start of the event to obtain the result.

Please use the NHS COVID Pass to show your vaccination status using the NHS website to download it as a PDF or get it sent to you in an email.
You can also get a paper version (2 weeks after having a full course of the vaccine) sent to you in the post. You do not need to be registered with a GP surgery or have an NHS login for this. You can get a letter (within 5 working days) by requesting a COVID Pass letter online or calling NHS 119.

Get your NHS COVID Pass letter: https://www.nhs.uk/conditions/coronavirus-covid-19/covid-pass/get-your-covid-pass-letter/
Get your COVID Pass via the NHS website: https://covid-status.service.nhsx.nhs.uk/

How to get a record of your vaccination status in Scotland: https://www.nhsinform.scot/covid19status
How to get a record of your vaccination status in Wales: https://gov.wales/get-nhs-covid-pass-show-your-vaccination-status-travel
How to get a record of your vaccination status in Northern Ireland: https://www.nidirect.gov.uk/articles/get-covid-19-vaccination-northern-ireland

Get your NHS COVID Pass letter: https://www.nhs.uk/conditions/coronavirus-covid-19/covid-pass/get-your-covid-pass-letter/
Get your COVID Pass via the NHS website: https://covid-status.service.nhsx.nhs.uk/

EXEMPTIONS
If you are medically-exempt from demonstrating a COVID-19 Pass, please let us know in advance of the show you’re attending by emailing [email protected] This is to ensure your entry to the venue is as smooth as possible. You can find out more information about medical exemptions here: https://www.nhsx.nhs.uk/covid-19-response/using-the-nhs-covid-pass/#exemptions

We cannot accept vaccine cards issued at vaccination centres as proof of vaccination.

What safety and security measures are in place at Troxy?

The safety of our customers, staff and performers is of paramount importance. We’re constantly reviewing our internal procedures and evaluating our safety and security methods.

We can’t go into the details of everything that we do, but what we can tell you is that we are in regular communication with the Metropolitan Police and other local authorities, regularly training front line staff and gathering intelligence for every event that we do. We regularly meet with our security management team to discuss, mold and adapt our security measures.

Sometimes it might take a little longer to get in to the venue than you’d like, so please bear with us whilst we take our time to search guests and monitor the venue. For that reason, we ask that you bring as little as you can to events – ideally nothing more than a small handbag.

If you see anything suspicious, or anything that makes you feel uncomfortable, please let a member of staff know.

Are there any entry restrictions?

Please read our Terms and Conditions to view our full entry restricitions. Things like food and drink, and in particular chewing gum (to protect our carpet!) are not allowed. Large bags and of course anything we think might be dangerous to other guests are also not allowed. Professional cameras are generally prohibited.

What are your age restrictions?

Age restrictions will vary for each event and will be listed on our website and on ticketing sites when you purchase tickets, so please check them carefully before you buy.

I was refused entry - can I get a refund?

If you are refused entry or ejected from our building you will not be refunded. This is part of the terms and conditions you agreed to when you bought your ticket.

And be warned, anyone who has consumed too much alcohol prior to arrival and appears to be in an intoxicated state, or behaves inappropriately in the queue or within sight of our staff, may be refused entry without refund.

What are the show times?

Unfortunately because we do not have control of stage times we cannot reply to e-mails sent requesting stage or set times. Wherever possible we will list approximate times on our website and social media channels but as they are a guide and subject to change we ask that you only use them as guidance and arrive at Troxy in good time. We’d hate you to miss the start of the show!

By the way, the time on your ticket is the time the doors open and not the show start time.

What is DICE?

DICE is a multi award winning live music and events discovery and ticketing platform. It is curated, stops touts, and puts fans first. Since 2014 DICE has worked with over 3,000 artists from Adele to Stormzy and has won awards including Best Ticketing Company at the 2016 Music Week Awards.

They’re 100% mobile and available on iOS and Android.

Where are my tickets?

DICE tickets are stored inside the DICE app. Whether you bought your ticket on your phone, or desktop, just open the app and tap on the ‘Tickets’ icon (bottom of the screen, second from the left) and you’ll be taken to the space where all your tickets live. The tickets will appear in the date order of the shows.

If you can’t see your ticket email [email protected].

Can I buy tickets at the venue?

We do not sell tickets in person other than when we are open for the event you wish to attend. You maybe able to get tickets on the day, but of course, only if it’s not sold out.

At any other time, and would direct you to our ticketing partner DICE for ticket purchasing. You can buy tickets at any time through the app, even if you’re already in the queue!

 

How do I know my tickets are genuine?

Our ticketing partner is DICE . Any tickets you buy directly from them, or via our own website, you can be confident are genuine!

What do I need to collect tickets from the box office?

If you have bought tickets via a third party ticket seller for collection, they will be available to be picked up on the day of the show. To do this you will need a copy of the order confirmation, ID and the card you used to pay for them.

We do not accept letters of authorisation. The orginal ticket purchaser must be present and attending the event – This also includes if for any reason tickets do not scan, the box office can only assist if the orginal ticket purchaser is present.

 

What happens if my phone breaks or runs out of battery?

Please contact [email protected] and let them know. They’ll be able to make arrangements with the venue so you can still attend the gig. Just make sure to bring some photo ID with you.

Can I use DICE without a smartphone?

Yes, don’t worry, DICE tickets are still available via our website. Just find the event you want to purchase tickets for and click through for the option to purchase tickets.

 

Then on the night of the show, head to the venue with some valid photo ID and collect your tickets at the Box Office.

When can I purchase tickets to a gig?

Usually tickets can be bought through the app right up until the main artist goes on stage. You don’t need to queue at the box office to buy tickets on the door – you can buy your ticket on the DICE app and just walk in.

Can I get a refund from DICE?

DICE does refunds! If a show is sold out, then you can return your ticket to the Waiting List with just a few taps and tickets are offered seamlessly to other fans. If purchased by another person, you’ll receive a full refund.

If an event is sold out, can I get a ticket?

You can join the Waiting List on DICE for most sold out shows, more information can be found in the DICE app and on their website.

Accessibility queries or looking for a ticket for your assistant?

Troxy has disabled access and for all the details, please see our Accessibility page.

Is my data safe with DICE?

DICE don’t share or sell your data onto any third party companies, as is outlined in their privacy policy.

Other ticketing problems or questions?

You can email DICE any time at [email protected] or message them from inside the app too.

For more information and FAQ, visit their website

Do you take cash?

We are a cash free venue. We do not take cash at any of our bars or box office. Merchandise sellers will have their own policies.

I think I lost something at the venue - what do I do?

We have a lost property department which you can contact on [email protected]. Any unclaimed items will be taken to local charity shops after two weeks. Items such as wallets, passports and driving licences will be held for a longer period but will eventually be passed on to the police or relevant issuing authority.

How do I get to Troxy and is there parking nearby?

Troxy is a public transport destination. Please see our Your Visit page.

What kind of special effects do you use?

Some Troxy shows will feature strobe lighting, pyrotechnics and/or smoke effects. This will be advertised around the venue to alert customers. If you have any issues on the night please speak to a member of staff.

We are a live music venue and there will be high sound levels during shows, sometimes continuously which may cause potential damage to hearing. Ear plugs are available on request.

We like to be a good neighbour so please bear this in mind and keep sound to a minimum when leaving Troxy.

I have a complaint or issue – what do I do?

If an issue arises while you are attending a show at Troxy please speak to a member of staff who will do their best to help. If you want to contact us about something after the show please call 0207 790 9000 or e-mail us at [email protected]

Is there a bar at Troxy?

On most events we operate numerous bars, which will be serving drinks once our doors open. We offer a full selection of products and  draught beer on our permanent bars, and a full selection of products and bottled and canned beers on our temporary bars.

Is there a cloakroom?

No. Due to current conditions around covid, we’ve taken the decision not to offer a cloakroom for the foreseeable future. This is to keep our staff safe, and minimise interaction where possible. We will reassess this on a regular basis.

Please do not bring:

  • a large bag, rucksack or suitcase (it should fit under a seat)
  • other bulky items such as motorcycle helmets
  • large umbrellas that do not collapse and can be stored in a bag

If in doubt, please email us on [email protected]

Are there hotels and places to eat nearby?

Yes. We’ve got some great local places to stay at, and some amazing restaurants too. Please see the Local Area info section for more details.

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