A-Z Guide

Our A-to-Z guide is here to answer most questions you may have about Credit Union of Texas Event Center.


: Only certified service animals for guests with disabilities or service animals in training are permitted inside Credit Union of Texas Event Center. Service animals must remain on a leash or harness at all times.

Assistive Listening Devices

: Assistive Listening Devices are available free of charge to guests. They can be checked out at the Jack Henry Desk located next to the Rotunda entrance.


: There are two ATMs inside Credit Union of Texas Event Center
  • Box Office lobby across from Section 119 on the Concourse Level
  • North Concourse near the Rotunda entrance


View our Bag Policy.

Banners, Posters & Signs

: Hand-held banners and signs are permitted on an event-by-event basis. When they are allowed, signs may not be larger than 2’ x 3’ or affixed to a pole, fastened anywhere in the building or displayed in a way that obstructs other guest views of the event or building signage.

Box Office / Ticket Policy

: Credit Union of Texas Event Center's Box Office is located at the southwest corner of the arena. The Box Office opens one hour prior to door time of ticketed events.

Tickets for events at Credit Union of Texas Event Center may be purchased at the following authorized points of purchase:

  • In person at the Credit Union of Texas Event Center Box Office 
  • By calling Ticketmaster at (800) 745-3000
  • Online via Ticketmaster.com
Note: Credit Union of Texas Event Center cannot guarantee the authenticity of tickets obtained through any other source. Counterfeit and other invalid tickets will not be honored by Credit Union of Texas Event Center.

Cameras / Recording Devices

: Restrictions of cameras and recording devices vary by event. The event producers determine
this policy and not Credit Union of Texas Event Center management. Sporting events generally permit still cameras (without flash) but no recording devices. Concerts generally do not permit detachable lens cameras or recording devices. Cell phone cameras are usually permitted with no flash.

Note: Professional cameras (with lenses longer than 3 inches) and tripods/monopods are not allowed unless accompanied by proper media credentials.

Child / Minor Admissions

: Child admissions policies are set by the promoter for each individual event. For most events, children two years of age and older must have their own ticket for entry. Guests under the age of 15 must be accompanied by a parent or designated guardian over the age of 18.

Costume Policy:

The following policies and restrictions are in place for guests attending an event in costume at Credit Union of Texas Event Center. This applies to all guests regardless of seating area. While every effort has been made to be comprehensive, the facility and event promoter reserve the right to make the final decision on allowed and prohibited items without prior notice.

Masks and Makeup - All guests must be identifiable upon entry and when purchasing alcohol, any full head covering or full-face mask must be removable. Guests will be asked to remove these items on entry for identification purposes. Note: Guests in full-face makeup may be denied alcohol purchase if not identifiable by their photo ID.

  • No metal props of any type
  • No large props that may hinder movement around the facility or impede the view of other guests when seated
  • No weapon props that are not clearly identifiable as costume/fantasy 
Costume types
  • No clown costumes of any type
  • No full-body, inflatable or large costumes which impede movement or obscure the identity/body type of the wearer. This includes dual-person costumes.
  • No costumes that resemble, in any fashion, first responder uniforms (i.e., police, fire, security or medical personnel). All other "uniform" costumes, such as military, service industry, etc., must be clearly distinguishable as a costume.
  • No costumes that display hate speech, profanity or are inappropriate for the event (Sport tenant events are family-friendly). 
  • Costumes may not include sharp objects (including jewelry)
  • No illegal substance paraphernalia 
All costumed guests must adhere to building policies. Please refer to the Bag Policy, Prohibited Items list and Guest Code of Conduct found on this page.

Doors Open

: Doors typically open one (1) hour prior to the start time of the event.

Drop Off / Pick Up

: For most events, guests may use the south side parking cut-out near Allen Community Ice Rink as a drop off and pick up area.

First Aid

: The First Aid room is located on the northeast corner of the Concourse Level near Section 108. For onsite assistance, please find your closest Guest Services team member.

Food and Beverage

: Outside food and beverages may not be brought into Credit Union of Texas Event Center. Containers such as bottles, cans, thermos bottles and plastic coolers are not permitted for the safety of our guests.

Guest Code of Conduct

: Credit Union of Texas Event Center is committed to creating a safe, comfortable and enjoyable entertainment experience. Guests have a right to expect an environment where everyone is treated in a consistent, professional and courteous manner by all venue personnel and where guests can enjoy events free from disruptive or inconsiderate behavior.

To ensure an enjoyable experience for everyone, guests will: 
  • Adhere to building policies concerning prohibited items
  • Sit only in their ticketed seats and show their tickets when requested
  • Consume alcoholic beverages in a legal and responsible manner
  • Not display obscene or indecent messages on signs or clothing
  • Refrain from use of foul or abusive language, obscene gestures or unruly actions
  • Refrain from displays of affection not appropriate in a family setting
  • Safely utilize the facility by refraining from running in the facility or wandering through empty seating areas, climbing on or over walls and railings, or standing on seats, carrying other guests on their backs or shoulders, blocking aisleways or stairwells by either sitting or standing
  • Be responsible for their own enjoyment by reporting inappropriate behavior to venue staff
  • Comply with venue staff regarding operational and emergency procedures
The following actions are prohibited to ensure everyone's safety and security: 
  • Interfering with the event and/or athletes, artists or performers in any manner
  • Entry or attempting entry to any "off limits" areas such as the playing surface, stage area, backstage or a restroom of the opposite gender
  • Disruption of the game or event by throwing any objects or projectiles at employees, guests, or performers in any area; including seating areas, stairwells, onto the ice, stage, or performance area
  • Engaging in a physical or verbal altercation or actions intended to intimidate or threaten others
Credit Union of Texas Event Center Staff are trained to intervene when necessary and to use their best discretion to ensure guests who ignore the Code of Conduct do not interfere with other guests' ability to enjoy an event.

Credit Union of Texas Event Center management reserves the right, in its sole discretion and without refund of any portion of the ticket price, to refuse admission or eject any person(s) who violate the Code of Conduct or whose conduct is deemed inappropriate or detrimental to the enjoyment of others.

Lost and Found

: If you lose an item during an event and you are still on the property, contact a staff member at the Jack Henry Desk (located outside Section 101) for assistance. After an event, all found items will be logged and held for 30 days. Unclaimed items will be given to the Allen Police Department or donated to charity.

To inquire about a lost item, please contact lost and found at 972.912.1051 or email Credit Union of Texas Event Center. Please include a detailed description of the item, the date on which the item was lost, the event and location within the arena.


: Parking at Credit Union of Texas Event Center is FREE! Please follow our event parking signs to help direct you to the South Parking Garage. Event day parking is not allowed in uncovered, retail parking spots. The South Parking Garage will be locked following events. Vehicles left unattended are subject to be locked-in until the following business day.

Prohibited Items

: For the safety and security of our guests, the following items are not allowed inside Credit Union of Texas Event Center.
  • Purses or bags that exceed our posted Bag Policy
  • Animals (except service animals
  • Outside food or beverages
  • Professional camera, video, audio or recording devices
  • Selfie sticks, monopods or tripods
  • Balloons, confetti, silly string, streamers or stickers
  • Pocket knives or weapons of any kind
  • Glass, plastic, metal cans or bottles of any similar container
  • Fireworks or explosives of any sort
  • Chains, studded bracelets
  • Laser pointers
  • Noisemakers (boomboxes, whistles, air horns, sirens or anything of the like)
  • Frisbees, beach balls, baseballs, footballs, basketballs, soccer balls, etc.
  • Chairs, stools or other seating devices*
  • Large umbrellas
  • Aerosol cans of any type, including mace or pepper spray
  • Illegal substances
  • Signs, banners or flags larger than 2’ x 3’ or affixed to a pole
  • Brooms, poles or sticks of any kind
  • Costumes with fixed masks
  • Props which are dangerous in nature (including nunchucks, pitchforks, sling blades, axes, swords, whips, nooses, swords: plastic or metal, etc.)
  • Skateboards, rollerboards, skate shoes, bikes, etc.
  • Tools
  • Foul or disruptive language or behavior
  • Unauthorized vending or distribution of pamphlets, flyers, handbills, etc.
* If you require special accommodations, please visit with our Guest Services teams. Credit Union of Texas Event Center reserves the right to request the removal of any items deemed dangerous or inappropriate.


: Many events may be classified as No Re-Entry. Please check with a Guest Services team member to see if the event you are attending is classified as such.

Smoking / E-Cigarettes

: Credit Union of Texas Event Center is a smoke-free facility. Guests are prohibited from smoking inside the building. Designated smoking areas are available on the north side of the arena and on the Premium Level balcony.

The use of E-Cigarettes and/or vapor devices is currently permitted at Credit Union of Texas Event Center as long as the use does not disturb or affect the enjoyment of another guest. If the use of those devices does affect a customer’s experience, a Guest Services team member will assist in the situation which could include relocating one of the parties to another area of the arena (if available) equal to their purchased ticket.

Strollers / Car Seats

: Guests are encouraged to leave strollers and car seats in their vehicles prior to entering Credit Union of Texas Event Center. However, if necessary, these may be checked in to our Jack Henry Information Desk upon entry. Strollers are not permitted in the bowl or floor seating areas of the arena. Strollers are permitted on the Premium Level but may not block any aisleway. For safety reasons, infant car seats may not be placed in any seat at Credit Union of Texas Event Center.

Suspicious Activity

: The safety of our guests is our highest priority. Please let an usher/guest services team member know if you notice something that doesn’t quite seem right.

Tailgating Policy

: Grilling, open flames, food preparation and consumption of alcoholic beverages are not permitted in any parking areas.

Upcoming Events

: Subscribe to the Credit Union of Texas Event Center e-newsletter to get updates about upcoming events and presale opportunities.


: Complimentary wheelchair escorts are available for all events. Guests in need of a wheelchair escort to their seat should alert a Guest Services team member upon arrival. Please be aware that our staff does not remain with guests during the event, nor may guests stay in an arena-owned wheelchair during the event.

Will Call

: Will Call is located outside the Box Office on the southwest side of the arena. A photo ID must be presented to pick up any tickets.