FAQs

Tickets

What are the different ticket types?

🎫 Zone A - Premium Visibility

🎫 Zone B - Great Visibility

🎫 Zone C Balcony (Stairs Access Only) - Great Visibility

🎫 Zone D (Wheelchair Accessible) - Good Visibility

Can I buy tickets at the venue?

Tickets are not available for purchase at the venue. All tickets must be purchased through the app or website (www.feverup.com) prior to arriving at the event.

Can I book a ticket for my carer?

Guests requiring assistance throughout the experience are entitled to apply for 1 free pass for their Personal Assistant/Support worker. Once you have purchased your ticket (it is essential to hold a valid ticket before applying), please contact us with supporting documentation.

Here are some of the documents we accept:

• Middle or Higher rate DLA for care and/or mobility.
• Receipt of Personal Independence Payment (PIP).
• Evidence of being severely sight impaired.
• CredAbility Access Card – + 1 category requirement.
• A recognized Assistance Dog ID Card.

Is there an age requirement for the event?

All guests must be 8 years old or older to attend. Anyone under the age of 16 must be accompanied by an adult.

Where can I find my ticket?

You can find your ticket in the "Tickets" section of the Fever app (you can download it from the Apple App Store or Google Play). Please remember to log in with the same login method used to make the purchase.

You will also find your QR code in your purchase confirmation email.

Ticket changes

Can I change my ticket?

Subject to availability, changes of date and/or time are permitted up to 48 hours before the start time of your experience. In such a case, please contact us indicating your ticket ID.

Are refunds allowed?

No refunds are allowed unless a flexible cancellation ticket has been purchased (see below). Exchanges to other dates and/or times are permitted up to 48 hours before the start time of the originally purchased event and is based on availability. Please contact us here directly to change your ticket.

FLEXIBLE CANCELATION TICKET FAQS

(Applicable in selected events)

What is a Flexible Cancelation Ticket?

A flexible cancellation ticket allows you to ask for a refund or exchange your ticket in case you decide not to attend the experience.

When can I return my ticket?

You can cancel your flexible cancelation ticket if you contact us requesting it up to 48 hours before the experience starts. Please note that the ticket becomes non-refundable if it is transferred to another user.

What documents do I have to present to receive my refund?

No documentation is needed to claim your refund or exchange.

How do I request my refund?

Please contact us here to get your ticket refunded.

If I opt for a refund, how long does it take to process it and how will I receive it? 

If you used a credit card or PayPal account to make the purchase, you will be credited the total amount of the ticket price back to your account. Keep in mind that the money could take 10+ days to appear on your statement. If you bought your ticket(s) using a voucher, you’ll find a new voucher in the "Vouchers" section of the app. Keep in mind this voucher is different from your Fever Club Wallet.

Will I get a full refund?

You'll receive a refund for the entire ticket price, with the exception of the 10% fee paid for the flexible ticket option.

If I opt for an exchange of the ticket, when will I receive the new ticket?

You will receive a voucher for the same value as your purchase as soon as you request for it. You can use this voucher to go back to the experience and buy a new date and/or time.

Can I change my ticket for a different experience?

If you opt for an exchange voucher, you can only use this voucher to go back and purchase the same experience.

How do I request my refund?

Please contact us here to get your ticket refunded.

Venue information

Where is the experience taking place?

The Rio Grande Theatre is located at 211 N Main St, Las Cruces, NM, 88001.

Where can I park?

While Parking Lot 7 behind the theatre only holds about 20 cars, there is street parking available on Main St and the surrounding downtown area. There is also a large parking lot behind the theatre across from Parking Lot 7. All parking in downtown Las Cruces is free all week.

Is there food served?

The Rio Grande Theatre has a full-service concession stand that sells snacks, soda, wine, beer, and liquor. All food and beverage can be taken into the auditorium and enjoyed during the performance.

Can I bring animals?

Animals are not allowed, except for service animals.

Does this venue have disability access?

The Rio Grande Theatre is mostly ADA compliant. However, as the building was built in 1926, there are a few harder to navigate spots. The concession stand has an ADA serving counter but the entrance into the area can be a bit tight.  There is an ADA ramp in the front gallery of the building that can be accessed through the side gallery door, which has a button-operated door motor.  Please notify a staff member when you arrive if you need special seating accommodations.

There are 6 wheelchair spots with companion seats, 2 transfer seats, ramp  access to the audience on the house left side and a ramp to stage on the house right side. While there is an elevator to the second floor, the balcony requires patrons to descend small flights of stairs to reach the seats.

Which restrooms at this venue have disability access?

The downstairs men’s restroom is fully ADA compliant while the downstairs women’s restroom is narrow but ADA friendly. The second floor women’s and family restrooms are ADA compliant.

Snapshot by Candlelight FAQs

What is “Snapshot by Candlelight”?

This package offers a unique photo experience, exclusively available to guests who purchase it. You'll have the opportunity to have your photo taken in a specially designated area we've set up. As a souvenir, you'll receive a printed picture in a polaroid style. Each purchase offers 1 instant picture.

Can I buy “Snapshot by Candlelight” photos at the venue?

Photos can be purchased at the venue, provided we haven't reached the sold-out threshold. Customers who purchase the photo opportunity via the website when they purchase their concert tickets enjoy priority over those who make on-site purchases. On-site purchases are limited to credit card transactions only – no cash will be accepted.

When is my picture taken?

Your photo will be taken prior to the event, and the photo experience will conclude 10 minutes before the concert starts. Please ensure you arrive at least 30 minutes prior to the beginning of the concert to allow us sufficient time to take your photo.

When do I get my results?

You will have the opportunity to choose your picture before it is printed. Our staff will be responsible for printing them during the concert, allowing you to collect your pictures at the exit afterward. Please ensure, before leaving, that you have your physical pictures with you, as we will be unable to retain any pictures for you.

In the event that a user forgets about the experience and leaves without taking their pictures, we regret that we won't be able to provide a refund or reschedule the opportunity

Where do I have to go to have my picture taken?

The venue staff will provide explanations about the photo experience once you are inside the venue where it is located. Additionally, announcements will be made to ensure that attendees do not forget about this special experience. Please do not hesitate to approach any of our staff members if you have any questions.

How do I show proof that I have purchased the photo opportunity?

You will have a QR code emailed to you; this will be in a separate email from your concert ticket confirmation. Please have your QR code validated by the  photographer at the venue in order for us to take your picture.

Are refunds allowed?

Refunds are not permitted unless the photo opportunity is canceled for internal reasons. In such an event, you will receive a refund for the purchased photo opportunity.

What is the policy for Candle 3-Packs purchased online?

All Candle 3-Pack purchased online must be collected at the designated location at the venue at the time of your event. As the Candle 3-Pack is tied to the specific Candlelight event date and location, all Candle add-on items purchased online, picked up onsite are non-refundable and non-returnable.  All sales are final.