FAQs

When is the FTX Arena Ticket Office open?

The FTX Arena Ticket Office is only open on the day of events (i.e. basketball games, concerts, shows). For events from Monday through Friday, the FTX Arena Ticket Office is open from 10am until the start of the event. For events on Saturday and Sunday, the FTX Arena Ticket Office is open from 12pm until the start of the event.

If I purchased tickets to an event that has been cancelled, how do I get a refund?

If you purchased your tickets online, please contact the site from which you made your purchase. If you purchased your tickets in person at the FTX Arena Ticket Office, please fill out the form on the following link: https://gohe.at/20request.

Are children required to have a valid ticket?

For most events, including Miami HEAT home games, children under two years of age may enter FTX Arena free of charge, providing that he/she sits on the lap of a parent or guardian. FTX Arena recommends that guests with children under the age of two (2) years old bring proof of the infants’ age with them to expedite entry. Valid forms of identification are a government-issued birth certificate or passport. Guests 2 years of age and older must have a ticket to enter the Arena.

Are tickets purchased through third party websites valid?

Ticketmaster is the only authorized ticket-selling agent of FTX Arena. FTX Arena cannot be responsible for the authenticity of tickets obtained through any other source and will not honor counterfeit and other invalid tickets.

If I am not driving, where is the best place for a driver to drop me off?

Guests that are dropped off for an event at FTX Arena, including Miami HEAT basketball games, are encouraged to instruct drivers to drop-off at and pick-up guests from HEAT BLVD.

ADA pick-up and drop-off is outide Gate 3 (NE 8th Street).

At what time will the general public be allowed to enter the Arena on event day?

In general, doors open to public (1) hour prior to the printed event time.​

Does FTX Arena prohibit guests from entering the Arena with certain items?

For the safety of our guests, FTX Arena does not permit certain items into the Arena.

Prohibited items include:

  • Bags, purses, backpacks, briefcases, duffle bags larger than 10” x 6”. For expedited entry into the building, we encourage fans not to bring a bag. All bags will be searched. Medical and infant bags will be permitted and must go through an X-ray machine.
  • Banners
  • Outside food or beverage
  • Bottles, cans and coolers
  • Cameras with an extended lens larger than 6"
  • Recording devices, tripods, and professional camera auxiliary lenses
  • Fireworks
  • Illegal substances
  • Laser pointers
  • Whistles, horns or other noise makers
  • Weapons of any kind
  • Computers
  • Laptops
  • Drones
  • Selfie Sticks

Management reserves the right to restrict any article not specifically listed above. Management or Security personnel may request to inspect any bag or purse, entering into the Arena.

Are wheelchairs or wheelchair escorts available to guests attending an event at FTX Arena?

Wheelchairs and wheelchair escorts are not available to guests, unless a guest is involved in an incident and is being transported/seen by Fire Rescue.

FTX Arena encourages guests who require the use of a wheelchair to arrive with their wheelchair. The primary ADA accessible entrance is Gate 3, located on NE 8th Street.​

Once I enter the FTX Arena, am I allowed to exit and re-enter using the same ticket?

FTX Arena enforces a "No Re-Entry Policy." Guests may not exit the building and return without presenting the Ticket Taker with a valid, unused ticket.

Are Ticket Takers permitted to scan tickets presented on smart phones and/or iPads?

HEAT Games are now mobile-only. That means you won’t need a paper ticket to enter the Arena. Instead, you’ll use the Miami HEAT app - on your smartphone - to access your tickets. You can learn more by clicking here. Other Arena events, including concerts, accept paper tickets (unless otherwise noted).

Are fans allowed to meet or get close to Miami HEAT players prior to, during, or post game?

Currently not available.

I’ve purchased tickets with seats on the 100 Level (or Lower Level). Will I be affected by the Arena’s "Break/Stop in Play" guidelines?

As a courtesy to all our fans, guests seated in the lower bowl will be asked to wait at the top of the seating entrance, until there is a break in play. A break in play is indicated by an official’s whistle. When the ball is not in play, the usher will signal to fans that it is the appropriate time for them to continue to their seats.

I purchased 400GA tickets that read "STANDING ROOM ONLY." Where is 400GA located? Do we have to stand the entire game?

400GA tickets refer to the "General Admission" and Standing Room Only (SRO) platforms located on the 400 level. Guests with a 400 GA ticket gain entrance into the AmericanAirlines and are directed to either the East SRO platform (accessible via Sections 411-414; 417-420) if ticket is printed with an "E," or the West SRO platform (accessible via Sections 401-404; 407-410) if ticket is printed with a "W." The Standing platforms are located at the final row of the 400 (or balcony) level.​

How can I arrange a "Happy Birthday" message?

HEAT Games: The birthday greetings that display on HEATv during halftime are generally reserved for Miami HEAT Season Ticket Holders, Corporate Partners and guests that purchase one of our Birthday packages with Group Sales.

If you are a Season Ticket Holder, you may call Season Ticket Services at 786-777-1400, so that a Season Ticket Services Representative may assist you in posting your message if space is available. (Please have your account number ready.)

Non-HEAT Events: Regrettably, we are unable to display or announce birthday greetings during Non-HEAT events.

How can I obtain an autographed HEAT item?

Charitable Organizations: The Miami HEAT supports numerous organizations and events throughout South Florida community. Through special visits, donations of sports memorabilia, in-kind items and player/mascot/dancer appearances as well as staff involvement and volunteerism, the Miami HEAT reaches out to the community year-round basis. All requests for donated items and player appearances must be submitted in writing no less than eight (8) weeks prior to an event to the address listed below.

All requests MUST meet the following criteria:

  • Be submitted on Organization Letterhead,
  • Provide a thorough description of the organization and its mission,
  • Provide a thorough description of the planned event including any related collateral/promotional materials,
  • Include the date, time, location of the event.

Please mail to: ​Requests

Community Affairs Department
Miami HEAT
601 Biscayne Boulevard
Miami, FL 33132

Individuals: Although autographed HEAT memorabilia is generally reserved for charitable organizations, individual fans may have an opportunity to obtain such items sporadically throughout the year. Please periodically visit HEAT.com for news on upcoming HEAT promotions and events where fans may obtain autographs.

Does the Miami HEAT offer "Fan Packs?"

Fan packs, which included a pocket schedule and magnetic calendar, were discontinued, beginning with the 2008/2009 HEAT Season.

Fans wishing to purchase authentic Miami HEAT memorabilia are encouraged to shop our official online merchandise retailer: www.themiamiheatstore.com.

Are laptops and iPads permitted inside the FTX Arena?

Laptops are not allowed inside the FTX Arena.

Tablet computers larger than 9.56 inches (243 mm) (height) X 7.47 inches (190 mm) (width) X 0.34 inches (8.8 mm) (depth) are prohibited during FTX Arena events.

Guests will not be permitted to access the FTX Arena's wireless connection.​

Are fans able to tour the FTX Arena?

For the safety of our fans, we do not offer tours of our facility. During our "down time" (any time that we are not hosting a game or event), Arena personnel diligently conducts maintenance and upgrades to the front and back of the house.

HEAT fans may wish to regularly check HEAT.com for the most up-to-date information regarding Miami HEAT events taking place in and around the South Florida community.

I purchased Advanced [Self] Parking online and was disappointed to see your onsite parking advertised for less on the day of the event

An Advance Parking Pass may be purchased online, via TicketMaster.com, for most non-HEAT events, including Disney On Ice and RBB&B Circus, held at the FTX Arena.

Purchasing an advance parking pass guarantees you a parking spot within our P2 Garage and ensures you will not be turned away when the garage is full. (Note: Currently, our Parking  department does not accept credit nor debit cards.)

Whether self-parking is purchased prior to or on show date, the Arena’s price (face value) is the same. Guests purchasing Advance Parking, pay the Arena’s price  (e.g. $15), plus TicketMaster’s convenience (or order processing) fee (e.g. $2.50).

TicketMaster’s Convenience/Order Processing fee is not determined by FTX Arena.

Does the Arena enforce its ‘No Outside Food and Beverage’ policy during family shows?

Yes.  With the exception of special diet items for medical purposes and baby formula/food, FTX Arena prohibits outside food and beverage during most events, including family shows. Guests desiring to bring in bottled water for formula, may do so in moderation, in a factory-sealed bottle. Glass jars and bottles are prohibited.​