Movistar Arena is in the center of Madrid, in the Salamanca neighborhood. Address is Avenida Felipe II, s/n.
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Movistar Arena help centre
How can we help?
Find useful answers before, during and after your event.
Frequently asked questions
Everything you need to prepare your visit.
Access
The closest Metro stations are Goya (Line 4) and O´Donnell (Line 6)
Lines 143, 56, 2, 71, 28, 21, 53, 15, 63, 43, 30, 29 and C are the closest.
The best option is using “Calle Goya, 90” or “Calle Jorge Juan, 99” as the address.
There are two: one in Dali square, crossing Narvaez Street, and other in Jorge Juan street, close to the “Casa de la Moneda”.
There is a public parking down the arena. Also, there are several public parkings in the area.
Once the show starts, doors remain open until 15 minutes before the end of the event.
The doors opening hour is different for each event. Check the specific information of the show in our website.
Movistar Arena has several access doors. Check it in your ticket. It will depend on the location of your seats.
Yes, you can wait in a line if you want.
No. Camping is forbidden, according to the current laws.
Of course. Our security team will check all the bags and purses and will make sure no one gets in with forbidden items.
It depends on the number of people that are at the doors at the same time. To avoid delays, we strongly advise you to arrive early and at the time we open doors.
Yes, you can, but you cannot enter again once you go out, because your ticket will no longer be valid.
Subject to modifications due to traffic issues:
The entrance with pets is not allowed in the venue.
No, it is absolutely forbidden.
Accessibility or Special Attention
Yes. According to the current law, Movistar Arena has acceses free of architectural barriers, and a reserved area for disabled people. Seats in this area are sold under the name “Movilidad reducida” and “Acompañante movilidad reducida”, and are precisely signalled in the venue.
Also, we have ushers at the entrance that will help you upon request.
Yes, you have to buy the specific ticket for diasabled people, called “Movilidad Reducida”.
No, it is compulsory that you buy the specific tickets, called “Movilidad Reducida”.
Yes you can come to any show with a companion, that must have the specific ticket called “Acompañante de Movilidad Reducida”.
No. According to the current law, Movistar Arena has some of its capacity reserved for disabled, and only one companion is allowed. That way, there is more space for disabled people.
Nevertheless, you can buy tickets in “Goya planta 0 fila 9” (Goya floor 0 row 9), which is the row located right in front of the disabled area, and this will allow you to be almost together, in case you want to come with more than one companion.
We have different disabled areas, all located in the Street floor (Floor 0).
It is not necessary. You can go on your own if you want.
There are elevators available in the corners of Fuente del Berro with Goya and Lombia with Goya.
Yes, assistance dogs can come along their owners inside the venue, as fas as they are correctly accredited.
If it is a long- term injury, and you will use crutches the day of the show, you must buy specific tickets for disabled (“Movilidad Reducida” tickets). The day of the show you will be asked to show the document that attest your condition at the entrance.
Unfortunately, wheelchairs and crutches are not allowed in the main floor. In case there is space available in the Disabled area, we will try to relocate you, but we cannot guarantee.
We are sorry, but tickets cannot be changed. They day of the event, ask our ushers, and they will relocate you in case that we have available space in the disabled area. However, we cannot guarantee it.
Unfortunately, you will not be able to enter the venue with that ticket, because you will be asked to identify your condition, and to show the card that attest it.
If you bought a seat in the grandstands, you will be able to Access the venue and seat there under your responsibility. In case you use mobility aids (wheelchair, crutches etc) you will not be allowed to go to the main floor.
Of course. Thanks to the agreement between Fundación ONCE and Movistar Arena, there is a team specifically working to make your experience complete.
Yes! Write an email to hablemos@movistararena.es specifying the details, and we will arrange everything for you to get safe and sound to the venue.
Toilets for disabled people are in the 4th sector.
Box Office
Box Office only open during show days, usually a couple of hours before the doors opening.
It is in the corner of Jorge Juan Street with Lombia Street, downstairs.
No. Venue´s Box Office is only open on show days, a couple of hours before the doors opening, and they will only sell tickets in case there are some still available.
Cloackroom
There are cloakrooms available in every event, except from basketball games.
There is an outside cloakroom available half an hour hour prior to the door´s opening hour, and located in Felipe II, close to the Box Office.
Also, there are several cloakrooms inside the venue.
The cost is 2 € for each garment or piece.
Garments and items will be kept for a maximum of 15 days in the building´s security control. It has a 24/7 schedule, so you can come and pick it up whenever you want within those 15 days.
Complaints
You can ask for our complaint form to our staff, and they will orientate you in the process.
Contact
You can call us to 0034914449949 or click the "Help" button in our website: https://www.MovistarArena.es/ayuda/
Movistar Arena´s telephone number is (0034) 91 444 99 49
You can call us from Monday to Thursday from 9 to 14 and from 15 to 18; and Fridays from 9 to 15.
In June, July and August, the attention will be from 9 to 15.
In August, it will be closed.
Events
If an event isn´t on our website it means the information you Heard is not correct; or the show is still not confirmed.
Contact us here: https://www.MovistarArena.es/ayuda/ , and we will get in contact.
You can check our calendar HERE
Yes, you can subscribe at the footer of this page
Facilities
Yes, we have elevators in A and C áreas (the corners between Goya and Fuente del Berro, and Goya with Lombia streets). They can be used to go up to the higher floors or down to the main floor.
Yes, we have a high capacity WiFi network free and with no password.
No, unfortunately we do not have cash machines in the venue. However, there are several in the surroundings.
Yes, in the security control at the entrance of the building, we have a lost and found area where all the objects are stored. They will be kept for a maximum of 15 days after the show.
Go to the building´s security control, at the main entrance or write us https://www.MovistarArena.es/ayuda/ , indicating your personal information and giving specific indications about the item you lost.
Unfortunately, we do not offer that option for the moment.
First Aid
Yes, we do have a medical service in house and staff available for any medical need.
During all our shows, the medical staff is situated in different points of the main floor and seating area.
Address yourself to a staff member and ask for help. They will call the medical staff.
Yes, the building is provided with several defibrillators.
Food and beverages
The venue has restauration corners of Mexican food, paninis and sandwiches, Papa John´s pizzas, and Oscar Mayer (hot dogs); as well as their own bars, Where you could find drinks, popcorn and snacks, as well as an on-site service in the main floor and seats thanks to Bebe Rapid.
Yes, you can pay in all of them with your credit card.
Yes, we have sandwiches, snacks and gluten free beer available.
Yes, we have pizza, sandwiches and other options.
Yes, if it is not a sporting event or a Family show. It is forbidden to sell or procure alcohol to youngsters under 18.
La Previa
First floor at Movistar Arena. Ushers will inform you upon your arrival to the venue.
They are in the access areas and with identification and outfit by Movistar.
Yes, it is open to Movistar clients.
Not always. It depends on the event. The official communication for each show will specify whether it is available or not.
By showing your mobile phone, we can check which operator you belong to.
Inside the venue, there are “recruiters” who will ask if you’re a Movistar customer. If you’re lucky, they’ll give you an access wristband.
Yes, the capacity is limited to 150 people, and entry is allowed until full capacity is reached.
No, access is completely free for Movistar customers and their 3 guests, until capacity is reached.
Yes. As a customer, you’ll receive 4 wristbands so you can bring friends, even if they’re not Movistar customers. Movistar account holder + up to 3 guests (4 people in total).
No, wristbands are only valid for the specific event you’re attending.
Wristbands cannot be replaced. If you lose yours, you won’t be able to enter.
La Previa is open from the moment the venue doors open until the start of the event. It closes once the show begins so you can head to your concert area.
Yes, as many times as you want, as long as you keep your wristband on.
No, smoking is not allowed inside. You may only smoke in the designated areas of the venue, following the rules. The smoking area usually opens once the concert has started.
Yes, you’ll be offered unlimited soft drinks, wine, beer, and snacks.
Yes, we have soft drinks and water, as well as wine and beer.
Yes, there is nearby access to the venue’s restrooms.
Yes, it can be accessed via the elevator in the same area, making it accessible for people with reduced mobility.
Yes. Just like they need a ticket to enter the venue, they also need a wristband for La Previa.
There’s no set limit, but minors must always be accompanied by an adult with a ticket to the event. Age restrictions for the venue are determined by the promoter and vary depending on the event. Usually, entry is allowed from ages 14 or 16 without an accompanying adult.
A DJ will be playing music, there will be lounge areas, displays of signed memorabilia, a photo booth, and more.
Yes, you’re free to capture your experience in La Previa, especially at the photo booth, and share them on social media with the hashtag #LaPreviadeMovistar.
La Sala
La Sala is a space for concerts in Madrid, with a maximum capacity of 750, and located inside Movistar Arena.
La Sala has an independent access by Movistar Arena´s door number 36, in Fuente del Berro street.
Of course. Please, contact us through our website or phone (0034 914449949) to organise your visit.
We do. It has a cost of 2€ per garment.
Merchandising
Yes, we have it available in almost every concert.
You have one store in the main access, in Felipe II, and two more inside: one in Felipe II area and another one in Goya. Depending on the show´s layout, some of the stores might not be open.
Yes,you can pay with credit card in every store.
Minors
Minors regulations depends on each event. When purchasing your ticket through the official channels, you might check the specific conditions established by the organizer.
It depends on the specific conditions of the event. General rule in the venue says kids under 14 should be accompanied by an adult, but each organizer sets his own regulations, and can put 16 or 18 years old as the limit. Check the specific conditions of each event when purchasing your tickets.
In any case, minors coming to the venue will always be identified with a bracelet indicating the telephone number of the adult responsible for them during the show.
Yes, everyone needs a ticket inside the arena, except in the case of Family Shows, where you have to check the specific conditions.
Yes, you have changing tables in the C area bathrooms (the corner between Goya and Lombia streets).
No, except in the authorized events. You should leave the stroller in the outside lockers.
Parking
There is a 24h parking under the WiZink Center. It has access from Goya and Jorge Juan streets.
For more information, contact directly with New Capital 2000.
Press
Accreditations for the shows are always managed by the organizers and promoters, Please, contact them to apply for your accreditation. You can identify each promoter in our website, in the EVENTS tag.
Seats
The layout of the WiZink Center is different for each show. There will be several stewards on the doors to help guide you to your seats.
The venue offers a good visibility from every seat. In case of an obstructed view or bad visibility, you will always be told before booking, and it will be indicated in the ticket.
No. Your ticket only gives you access to your specific area and seat, and this cannot be changed.
Of course! But please don’t stand on seats, in walkways, stairways, gangways or aisles.
Smoking
WiZink Center is a no smoking venue. According to the law, it is forbidden to smoke in every area.
Tickets
In the "Tickets" tab on the official website www.MovistarArena.es
Tickets booked through our official website are “print at home”, so you can print them at home, either through your confirmation email or entering https://bailafm.zendesk.com/hc/es/articles/4774320038801--D%C3%B3nde-est%C3%A1n-mis-entradas .
Not daily. They can only be purchased in the Box Office the same day of the event, in case that there are tickets still available.
It depends on the ticketing agency where you bought the tickets.
It also depends on the ticketing agency where you bought the tickets. Ask them directly to know the details.
If you purchased your tickets through our website, you could reprint them at all times by using the confirmation email or entering https://bailafm.zendesk.com/hc/es/articles/4774320038801--D%C3%B3nde-est%C3%A1n-mis-entradas , using your user and password.
Of course. You can download your tickets in pdf and show them at the door in your mobile phone. Photos or screenshots will not be accepted.
Unfortunately, tickets are not refundable and cannot be changed.
Not daily. You can only buy tickets the day of the show, and only in case there are tickets still available.
It will depend on the organizer of the event, in charge of managing the box office. Normally, both cash and credit card payments are accepted. If a dataphone is not available, there are cash dispensers in the vicinity of the venue.
They might not be valid. This is why we strongly recommend buying tickets through the official channels.
We would not recommend it but, if you do, make sure you don´t show the bar code or QR in the image you upload.
Every child of any age need their own ticket to enter the venue.
VIP Boxes
If you are interested in our VIP areas and boxes, please click https://www.MovistarArena.es/ayuda/
What can I bring
Yes, if it is small. You cannot enter the arena with professional cameras or DSLR
Yes but, for security reasons, drinks must be always in plastic, with no cap, and with capacity no higher than 50cl. Entrance will be denied with alcoholic drinks.
In the case of Food, you can enter the venue with packed Food that doesn´t need the use of utensils.
No glass is allowed inside the arena.
WARNING! In the basketball games, it is completely forbidden to access the venue with food or drinks of any kind.
Only small bags or purses are allowed, with a maximum of 25L capacity.
You cannot, if they have stick. However, you can bring any paper or message, taking into account their size doesn´t exceed an A3.
No. In case you need to come by motorbike, you can leave your helmet inside the vehicle or in our cloackroom outside the venue, that has a cost of 2€ per item.
You can if it is foldable. If not, you can leave it in our outside cloakroom, that has a cost of 2€ per item.
No. In case you bring a tablet, you can leave it in our cloackroom outside the venue, that has a cost of 2€ per item.
No, selfie stick are not allowed.
No. It is forbidden to eat hulled snacks, such as sunflower seeds, peanuts etc.
Work with us
If you want to work with us, you can contact us here: https://www.MovistarArena.es/ayuda/
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