Event Policies / FAQ

If you have a question that isn’t answered here, please contact us.

Accessible Seating

Handicap accessible seating is available at various locations throughout Wells Fargo Arena and for those ticketed events happening at Hy-Vee Hall. Handicap seating is available to the patron with the disability and one guest. To purchase handicap-accessible seating, please call (515) 564-8300.

AED Locations

Each level of the Iowa Events Center is equipped with an automated external defibrillator (AED), which can save lives in the event of sudden cardiac arrest. There is one located outside Hall B in Hy-Vee Hall, one located on the east side of Level 3 in Community Choice Convention Center and nine located throughout the main and upper concourse of Wells Fargo Arena. In the event of an emergency, please notify the nearest staff member.

Alcoholic Beverages

Iowa and Federal Law prohibits the sale of alcoholic beverages to persons under the age of twenty-one (21). Therefore, guests are required to show proper identification and proof of age when purchasing alcoholic beverages at the Iowa Events Center. The number of alcoholic beverages served may be limited to two drinks per person, per purchase. Management reserves the right to refuse service to guests who appear intoxicated or who are disturbing other guests. Beer sales are discontinued approximately forty-five (45) minutes before the end of the event. We encourage guests to drink responsibly and not to drive after drinking.


Animals or pets of any kind are not permitted into Iowa Events Center facilities with the exception of trained service animals and services animals in training for guests with disabilities. Service animals must be leashed at all times unless performing a necessary task for their handler which requires the leash be removed. Handlers are responsible for cleaning up after their service animal and for any damages caused by the service animal. A guest whose service animal poses a threat to the safety of other guests and/or employees may be asked to escort the animal off the premises. In order to better accommodate guests with service animals, please notify our Guest Services department at haleigh.biancalana@oakviewgroup,com or 515-564-8054.

Assisted Listening Devices

Assisted listening devices are available to hearing-impaired guests at no cost. The assisted listening device is a headset that broadcasts the Iowa Events Center’s sound system on an FM frequency. Any patron checking out an assisted listening device must leave a driver’s license or a valid form of identification to receive the headset. They are available at the Guest Services booth located behind section 107. It is encouraged to make arrangements prior to the performance by calling 515-564-8000.


Currently, there are three ATM machines located in Wells Fargo Arena. One is located inside the south entrance near the ticket office.  The other two are located on the Main Concourse level: near Guest Services behind section 107 and near section 120. There are three additional ATM locations within the Iowa Events Center: on the skywalk level outside the administration office, on the grand concourse of Community Choice Convention Center and near the Hy-Vee Hall ticket office on level 2.

Backstage Passes

Backstage passes may not be purchased and are not available through Wells Fargo Arena.

Bag Policy

Wells Fargo Arena has implemented a clear bag policy for all events. A maximum clear bag the size of 12"x6"x12" is permitted. Exceptions will be made for medical, family, or child care bags or small clutches no larger than 4.5"x6.5". Click here for more information.

Banners & Signs

Banners and signs are permitted as long as they do not block the view of others, interfere with the event, contain advertising of any form, present a safety hazard or contain political or obscene material. Banners may not be affixed with any type of material that is permanent in nature or that alters the facility in any manner. Poles and sticks are prohibited. Building management reserves the right to remove any banner or sign. Signs may also be prohibited, if requested by the event.

Cameras & Recording Devices

For most events, at the request of the artists and/or leagues, small point & shoot cameras are allowed. Professional cameras (specifically cameras with professional/detachable lenses and flash) are not permitted. The Iowa Events Center reserves the right to examine and prohibit the use of any camera that conflicts with the policy set by the event.
Audio recorders, video recorders and digital cameras with video capabilities are prohibited during all events.

Cancelled or Postponed Events

In the event a performance is cancelled or rescheduled, information is immediately sent to the local media for distribution and placed on the Iowa Events Center website and event phone line. We will also send an email to the database of purchasers for that event, if we have contact information.

If an event is cancelled, refunds will be available at the original point of purchase. If the event is rescheduled, tickets purchased for the original date will be honored at the new date. In most cases, refunds will also be available at the original point of purchase up until the new date has passed.

PLEASE NOTE: In the event of a cancellation, the paid ticket price will be refunded.*

*Fees and charges associated with the ticket purchase may be retained.
Tickets purchased with a credit card will be refunded to the original card used to purchase the tickets. The Iowa Events Center is not responsible for tickets purchased through unauthorized sources.

Cashless Facility

Wells Fargo Arena is now mostly a cashless facility. All concessions will now only accept debit, credit, and gift cards, with the exception of Overtime Tap (Section 108). Guests are able to transfer cash onto a gift card at the Overtime Tap stand (Section 108) if you do not carry a debit or credit card.

Cell Phones

Cellular phones are permitted provided their use does not prevent other guests from enjoying the event. The use of camera and video features may be restricted if requested by the event.

Children's Entry

Children twenty-four months and older must have a ticket in order to gain entrance to events at Wells Fargo Arena. Children under twenty-four months of age may enter without a ticket but must sit on their parent or guardian’s lap.

PLEASE NOTE: some events will require all attendees regardless of age to present a ticket for entry into Wells Fargo Arena. Please check the event’s ticket policies at the time of purchase.

Club Seats

Offering prime locations in the lower bowl, Wells Fargo Arena Club Seats put you in the center of all the action. In addition to spectacular sightlines and comfortable seats, club seat ticket holders receive access to the exclusive Coors Light Club Lounge located directly behind the seating bowl. Contact Jason Evans at jevans@oakviewgroup.com to receive more information


There are a variety of permanent concession stands located throughout the main and upper concourses of Wells Fargo Arena. Additional “portable” stands are open for select events.


Charities and other non-profit groups requesting donation or auction items the Iowa Events Center should submit a written request on their organizational letterhead to:

Iowa Events Center
Attn: Donation Requests
730 3rd Street
Des Moines, IA 50309

Please allow at least three (3) weeks for processing.

Door Time

For most events, doors open 90 minutes prior to the start time of the event. However, this can vary by event. For specific information, please check the event specific page on IowaEventsCenter.com.


There are three elevators located in Wells Fargo Arena: the Southwest corner of the building off the skywalk entrance, the Northwest corner of the building off the premium seating entrance and in the Southeast corner near section 120.

There are two additional elevators located in the Iowa Events Center: one on the East side of Hy-Vee Hall and another on the South side of Convention Center.

Emergency Evacuation

In the event of an emergency, please remain calm and walk to the nearest exit in an orderly fashion. Follow posted signs and listen to announcements for specific instructions. In some circumstances you will be directed to remain in the building and staff will direct you where to go. Please do not use elevator. If you are disabled, trained staff members will assist you in getting to safety.

Employment Opportunities

To inquire about job opportunities, visit our Employment page for an up-to-date listing of available positions.


There is one escalator in Wells Fargo Arena, on the south side of the building that provides access to the upper concourse. The Iowa Events Center also has escalators throughout Hy-Vee Hall and Community Choice Convention Center.

First Aid

The First Aid Station at Wells Fargo Arena is located on the main concourse behind section 113. In the event of an emergency, please go to the first available officer or staff member for assistance.

Fundraising Opportunities

For information about fundraising opportunities for non-profit organizations at Wells Fargo Arena, email Derek Hickey.

Green Initiatives

For information about green initiatives at the Iowa Events Center, click here.

Guest Conduct

In order to maintain a safe and enjoyable environment we ask that while visiting Wells Fargo Arena, guests be courteous to those around them and abide by building policies. Guests using foul or abusive language, behaving in an unruly manner or appearing intoxicated are subject to ejection and/or arrest.

Guest Services

The Wells Fargo Arena Guest Services station is located on the main concourse behind section 107. Guest Services provide guests a convenient location to obtain information, offer suggestions, voice concerns and request assistance during events.

Handicap Parking

For your convenience, there are several available parking lots within walking distance of the Iowa Events Center. Accessible parking is available in all of the parking lots surrounding the Iowa Events Center. To park in the spaces reserved for disabled guests, the vehicle must have a state issued handicapped window pass, sticker or license plate. Any customer may drop off a disabled patron at the front of the Iowa Events Center, then park the car in one of the lots and meet that person inside the Iowa Events Center. A parking fee will be charged to every patron who parks in the lots surrounding the Iowa Events Center. Typically, parking fees are $10 per parking space.


The distribution of promotional items, handbills, fliers, pamphlets, printed materials, as well as the solicitation of signatures, is not permitted on Iowa Events Center property without prior written authorization.


The Iowa Events Center is surrounded by a number of hotels in Des Moines. For a complete list of area hotels, please contact the Greater Des Moines Convention & Visitors Bureau.

Iowa Events Center Cyber Club

Presented by Embassy Suites 
Sign up here to receive the latest updates/presales on events.

Iowa Hall of Pride

The Iowa Hall of Pride museum closed it's doors on June 30, 2022 after 17 years in Level 1 of Hy-Vee Hall. Although the in-person celebrations ended, people can still learn about hundreds of talented Iowans as the program will live on through the Iowa High School Athletic Association's online program, Achieve.

Lost Children or Companions

Lost children should be escorted to the nearest officer or staff member. The lost child will be assisted at the Guest Services location behind section 107. In the event that you become separated from your child or a member of your party, you will also want to contact the nearest officer or staff member.

Lost & Found

During an event, you may inquire about lost or found items at our Guest Services location behind section 107. For inquiries following an event, please call 515-564-8000 (option 9) during normal business hours.

Lost Tickets

CASH PAYMENT: There are no instances when replacement tickets will be issued if a patron has lost their tickets.

CREDIT CARD PAYMENT: Call (515) 564-8300 or visit the Iowa Events Center Ticket Office. The following information will be required: customer’s name, date of purchase, credit card used. Once the original order has been found, replacement tickets will be printed and the original tickets will be voided.

ONLINE TICKETING OR CHARGE BY PHONE: Call (515) 564-8300 or visit the Iowa Events Center Ticket Office to report your tickets lost. They will give you further instructions. Any replacement tickets will only be allowed to be picked up on the event day. This is to ensure the safety of your ticket because once tickets have been replaced; no other replacements can be made. Tickets can only be picked up by the person who is listed on the account as the ticket purchaser with a valid ID and credit card used to purchase the tickets.

*In all instances, tickets should be treated like cash. There is no guarantee on replacing tickets. Replacement tickets may be subject to a reprint fee.


Merchandise or novelty booths are available throughout Wells Fargo Arena during events.


With 1,300 parking spots on-site and another 10,000 spots available downtown, there is ample parking available for our events. With metered street parking surrounding the Iowa Events Center and parking garages located less than two blocks away, you will find accessing the Iowa Events Center is easy.

Platinum Seats

Platinum Seats are premium tickets to concerts and other events made available by artists and event providers.
They give fans fair and safe access to some of the best seats in the house.
To purchase Platinum Seats or for more information, click here.

Prohibited Items

We ask all guests to arrive early and travel light, as you may be subject to search, which includes walk through metal-detecting and/or hand wands upon entry. Wells Fargo Arena has a clear bag policy. All clear bags must be 12" x 6" x 12" or smaller. Clear bag exceptions will be made for medical or childcare needs. For safety reasons, prohibited items include but are not limited to:

  • Alcohol, drugs, illegal substances or any paraphernalia associated with drug use
  • Animals (except trained service animals and service animals in training for guests with disabilities)
  • Audio/Video recorders, professional cameras, tripods
  • Bags, except those that are clear or are used for medical or childcare purposes. All bags, clear and exempted bags, are subject to search.
  • Cans, bottles, coolers or other similar containers
  •  Electronic cigarettes / vape pens inside facility
  •  Fireworks
  • Flags/Signs with poles
  • iPads
  • Laptop Computers
  • Laser pens/pointers of any type
  • Noisemakers such as air horns
  • Outside food or beverages
  • Oversized bags, backpacks, duffel bag
  • Pepper spray/Mace
  • Strollers
  • Umbrellas
  • Weapons of any type, including chains, knives, firearms and spiked jewelry (including permit to carry)
  • Any other item deemed unacceptable by event/building management

If an item is revealed during a search, patrons may dispose of the item or they may return the item to their vehicle. Wells Fargo Arena does not safeguard any personal belongings or items of any type.

Purchasing Tickets


  • The Wells Fargo Arena Ticket Office located in the Southwest corner of Wells Fargo Arena. The Ticket Office can be accessed via the South entrance or the skywalk. 
  • Online at www.Hy-VeeTix.com. Locate the event you would like to attend and click the button next to the date of the event.


For your safety, once a person exits Wells Fargo Arena, re-entry is strictly prohibited.


There are restrooms located throughout the Iowa Events Center, located on all levels.

Security Measures

Walk-through metal detectors are used at most events at Wells Fargo Arena. Cell phones, keys, and RFID wallets will need to be removed and placed in a bowl before walking through the metal detectors. These procedures are not a response to any specific threat, but rather recommendations made by OVG360 and security partner CSC with consultation from local law enforcement officials and Polk County. Fans are encouraged to allow for extra time to enter Wells Fargo Arena and to leave non-essential items at home. 

Smoking Policy

Smoking, including e-cigarettes, is not permitted in all public areas at the Iowa Events Center/Wells Fargo Arena including the arena and concourse. A designated outdoor smoking area is on the north and south entrances of Wells Fargo Arena.

Stolen Tickets

A police report will be required by Iowa Events Center Management. Tickets will be reprinted at the discretion of the Ticket Office Manager and only after verification of purchase.


Wells Fargo Arena offers premium seating for businesses or individuals wishing to enhance their game or event experience. For suite rental information click here.

Ticket Office

The Wells Fargo Arena Ticket Office is located in the Southwest corner of Wells Fargo Arena. The Ticket Office can be accessed via the South entrance or the skywalk. Parking is available for 10 minutes in front of Wells Fargo Arena while purchasing tickets.

Tuesday - Friday:  10am - 5pm and 3 hours before game time for teams.

For other events that fall on a Saturday, Sunday, or Monday, the box office will open at 12pm (or 2 hours before the event starts for morning shows). 

Phone Number: (515) 564-8300

Ticket Refunds/Exchanges

All sales are final, there are no refunds or exchanges. Note that ticket prices and fees are subject to change at any time and there are no adjustments or exchanges for previously purchased tickets. 

Will Call Window

In order to pick up your tickets please bring with:

  • A government issued ID matching the name on the account, the credit card used for the purchase, and the confirmation number will be required to pick up tickets.
  • Tickets will be released only to the person whose name appears on the ticket envelope.
  • For event specific will call information, please see our event calendar for instructions

*Please note: Some events have additional restrictions on picking up tickets at will call. 

Supporting Acts

Supporting acts are subject to change. No refunds will be offered regarding a supporting act change. 

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