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Ticket Policy & FAQ

Frequently Asked Questions

The Toronto Rock of the National Lacrosse League (NLL) have reached a 5-year agreement, with a team option for a multi-year extension, with Spectra managed Core Entertainment to relocate the team’s home games to Hamilton’s FirstOntario Centre beginning with the 2021-22 season slated to start in December 2021.

We thank you, our loyal fans, for your continued support, patience and understanding. We look forward to having you all back in Rock City this season and sincerely hope you are all safe and in good health.

If you have a question that isn’t answered below, please email [email protected] or call 416-596-3075.

  • Where will my seats be located at FirstOntario Centre?
    • All Toronto Rock season members will have their seats transferred to a comparable location at FirstOntario Centre. We will work to ensure all members get a similar, if not identical, seat location to what they had at Scotiabank Arena.
    • Shortly, you will receive a call from a Toronto Rock Ticket Representative to discuss your seating options. Since the seating maps aren’t identical, there may be instances where you may want to move your seat location to a different row or even a different section. For any questions pertaining to your seat location at FirstOntario Centre please email Andrea Di Nardo at [email protected].
    • All season members will have until June 15, 2021 to confirm their new seat location.
  • What is the Rock City Builders Club?
    • The Rock City Builders Club gives our fans the opportunity to take advantage of some exclusive benefits that include:
      • Builders Club Toronto Rock Jersey
      • 3-Year Price Lock
      • Preferred Pricing and the BEST Ticket Value
    • Any Toronto Rock Season member can opt in to become part of the Rock City Builders Club. For more information on the Rock City Builders Club, click here or call the Toronto Rock Ticket Office at 416-596-3075 and one of our ticket representatives will be happy to help you.
  • What if I paid for my 2020-21 Season Membership in full already?

    Season members who paid for their upcoming season membership in full have a few options:

    • We encourage all members who paid in full to carry over their credit balance from the cancelled 2019-20 season to the 2021-22 season. Your season membership will remain paid for moving forward and your credit will reflect your full payment.
    • We will also allow any season member who paid in full to request a refund back to their original credit amount. You would then be refunded the difference you paid for the full season membership.
    • All season members that paid in full can still request a refund of their credit amount. To request a refund please contact Andrea DiNardo at [email protected] to begin the refund process.
  • What if I have a credit balance leftover from the 2019-20 season?

    Season members who have a leftover credit balance from the 2019-20 season have a few options:

    • We encourage all season members to carry over their credit balance from the 2019-20 season into the upcoming 2021-22 season. This balance is available on your Toronto Rock Account Manager. Please login to view your total credit, and if you have any questions or concerns about how your credit was calculated please contact the Toronto Rock ticketing team for more information.
    • All season members can still request a refund of their credit amount that remains from the 2019-2020 season. To request a refund please contact Andrea Di Nardo at [email protected] to begin the refund process.
  • How Do I Check My Credit Balance?

    We encourage all Toronto Rock Season Members to login to their New Rock City Account Manager to confirm their account credit for the 2019-20 season. Account Manager will be the new ticket portal for the Toronto Rock. You will be able to manage, exchange, and donate your tickets as you see fit. Please visit the Rock City Account Manager to login. Tutorial videos are available to assist if need be.

    Also feel free to contact Andrea DiNardo at [email protected] with any questions or concerns.

  • I was part of the Early Bird Renewal. Do I still get the $25 Merch Credit?

    Yes. All fans who choose to keep their credit amount with the Toronto Rock will receive a $25 merch credit. Details on this will be provided at a later date.

  • What if I took advantage of the Ticket Exchange Program in 2019-20 and never used those tickets?

    If you are a Season Member who took advantage of the Ticket Exchange Program during the 2019-20 season, your tickets will be honoured and credited towards your 2021-22 Toronto Rock Season Membership renewal.

  • What if I had unused Bring A Friend Vouchers from the 2019-20 season?

    All Season Members with unused ‘Bring a Friend’ Vouchers for the 2019-20 regular season will be able to carry those over and use them during the 2021-22 regular season. Some restrictions will apply.

  • When can I pick up my season memberships for the 2021-22 season?

    This season, we will be using Mobile Ticketing exclusively for you to access and manage your season memberships using Rock City Account Manager.  You will be able to enter FirstOntario Centre by scanning your ticket on your mobile device.

    Paper tickets will not be offered this season.  Additional information and instructions on how to access your Rock City Account Manager will be emailed to you closer to the season.

  • How do I access my tickets?

    Season Members must log into their Rock City Account Manager to access and manage their tickets.  Click on the “Rock City Account Manager” link on our website or in our app then log in on your mobile device to view your ticket.  You can also add tickets to your Apple Wallet or Google Pay.

    IMPORTANT:  Please do not screenshot your tickets; this will not work to gain access to FirstOntario Centre.

  • Can I get a printed ticket?

    Your mobile device is your ticket and will be the only way to gain access to FirstOntario Centre.  Printed tickets will not be available.

  • What do I do if I’m unable to access mobile tickets?

    Please contact us at [email protected] or by phone at 416-596-3075 for assistance with accessing your mobile tickets.

  • Can I transfer my tickets to someone?

    Yes!  Mobile ticketing allows you to transfer your individual game tickets to a friend, family member, colleague or client.  We anticipate that mobile transferring will be enabled for all ticket holders by November 15, 2021.

  • Can I exchange my tickets from a missed game for a future game?

    Yes!  Season Members will be able to exchange unused season tickets for any future game during the regular season directly from Rock City Account Manager.  Step by step instructions will be sent to season members.

  • How do I use my ‘Bring a Friend’ vouchers that are part of my season membership?

    Season Members can exchange your ‘Bring a Friend’ vouchers for game tickets using Rock City Account Manager.  Simply select the ‘Bring a Friend’ voucher “event” and follow the prompts to exchange the vouchers for another regular season game of your choice.  Note that the ‘Bring a Friend’ event itself is not valid for entry at FirstOntario Centre; you must exchange your vouchers in advance.

  • Can I donate my tickets?

    Yes!  The Toronto Rock have partnered with Big Brothers Big Sisters Hamilton and Halton.  Using Rock City Account Manager, Season Members can simply select the game you would like to donate and follow the steps.

  • Will I be able to leave tickets for someone at will call?

    FirstOntario Centre is unable to accept tickets at the will call office.  You can transfer your tickets electronically through Ticketmaster and the Rock City Account Manager on mobile and desktop.

  • Will I need to be vaccinated to attend Rock games during the 2021-22 season?

    Yes. The Rock will be following the vaccination policy implemented by FirstOntario Centre, guided by Ontario government rules and regulations.  While the situation remains fluid, at this time all fans aged 12 and older must provide proof of full vaccination prior to entry.  For a more detailed policy and more information, visit FirstOntario Centre’s website here: https://www.coreentertainment.ca/about-us/together-again

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