Orlando Magic Frequently Asked Questions

1. Download the Orlando Magic App presented by Total Wireless from the iTunes App Store or the Google Play Store.
2. Tap “Tickets” then "My Tickets”. Sign in with the email address associated with your ticket account. Select the game.
3. 
4. When you get to the Kia Center, scan your ticket from your phone. If you have multiple tickets, swipe to navigate between them.

   Please Note: Screenshots of tickets will not get you in.

   

   

1. You can access your parking pass the same way you access your tickets. Scan your parking pass from your phone at the entrance to the GEICO Garage and you're in!

1. Yes; however, it's much easier to send each attendee their individual ticket. If you have guests and multiple tickets on your phone, swipe to navigate between them.

1. Your tickets are now fully digital and only accessible through your mobile device. Download the Orlando Magic mobile app to access your tickets.

1. Accessing tickets on your phone through the Orlando Magic App presented by Total Wireless is the safest, most convenient and flexible way to manage tickets, and reduces the risk of lost or stolen tickets. It moves everything to one location — on the device you never leave home without!

1. Follow the below steps:
   1. Ensure you have tickets to the corresponding game and that you're logged in with the proper account information.
   2. Try clicking “Refresh to See Tickets” on the ticket management screen.
   3. Contact the Fan Experience team if need additional help at 407-89-MAGIC and press ‘4', or email us at help@orlandomagic.com.

1. On the account sign-in page, click “New to Ticketmaster.” Then, follow prompts to set up your account!
2. Contact the Fan Experience team if you have any issues at 407-89-MAGIC and press ‘4', or email us at help@orlandomagic.com.

1. We recommend saving your tickets to your Apple Wallet or Google Pay before arriving to the game. That way, you won't have to worry about losing connectivity at the arena.
2. Log in to the Orlando Magic App presented by Total Wireless. Select the game and tap your tickets to display them on the screen.
3. For Apple users, tap Add to Wallet. For Android users, tap Save to Phone.

1. Make sure your phone screen brightness is set to the highest setting. If that does not work, the ticket taker can manually enter your ticket number directly into the scanner. Or, find one of our REFS in the black and white striped shirts. They are there to help with technical assistance for the Orlando Magic App presented by Total Wireless.

1. Visit guest assistance or the Box Office by Ticketmaster. Present your ID and we'll print the tickets for you.
2. If you are a season ticket holder, the Fan Experience team is there to help you before the game. Call 407-89-MAGIC and press ‘4'.

1. REFS are Roaming Expert Fan Support and are available at the arena to help answer any questions you may have and provide technical assistance with the Orlando Magic Mobile App. Just look for the black and white striped shirts!

1. If you need immediate assistance, especially on game days, please contact the Fan Experience team at 407-89-MAGIC and press ‘4', or email us at help@orlandomagic.com.

1. Sending a ticket is easy! Follow these easy steps:
   1. Select "My Tickets" then choose your event and tap “Transfer”.
      

      
   2. Select the ticket(s) you want to send, then tap “Transfer”
      
   3. Select how you would like to transfer your tickets — either from your contacts or entered manually. Tickets can be sent via email or phone number.
      
   4. Once you have entered the recipient's contact information, tap “Transfer Tickets”.
      

1. Click on the link sent via email or text.
   
2. The link will open the Orlando Magic Ticketmaster page in a web browser.
3. Sign in to your account.
   
4. If you do not have an existing account. Select “Don't have an Account? Click Here” and follow the prompts.
5. Once logged in, your ticket invitation will appear. Select “Accept”.
   

1. Yes. If they don't have one already, they will need to create one in the acceptance process.

1. Make sure you are signed into your account and that the tickets have not already been transferred. If you're still having trouble, please contact the app support team.

1. Select “Tickets” in the app, choose the event and click on the pending transfer.
2. Select “Cancel.”

1. Unfortunately, not. Just like giving someone hard tickets, there is no way to recall the transfer once they've been accepted.

1. You can transfer your tickets at any time, even after the start of the game. However, you cannot sell your tickets after tip-off.

1. Posting a ticket for resale can be done through a few easy steps:
   1. Tap "My Tickets" then choose your event and tap “Sell”.
      

      
   2. Select the seats you want to sell and enter your asking price.
      

      
   3. Choose your payout method
      
   4. Hit "List Tickets" and you're done!

1. Depending on the option you selected, the money received for your tickets will either go directly to your bank account or will be stored as a credit in your Magic account.

1. Ticket returns are available for all regular season games. Get 100% value in Magic Money when you return tickets up to two days before the game. Get 50% value in Magic Money when you return tickets the day before the game. Tickets may not be returned day of game. Ticket returns will not be available after April 1. The account credit received from returning your tickets will be loaded into your Account Manager for you to use as Magic Money. Magic Money can be used to purchase gear in the Orlando Magic Team Shop, food and drinks in-arena, experiences in the Magic Marketplace, additional tickets and seat upgrades in Account Manager. Magic Money will expire on the day of the last regular-season home game.

1. Ticket returns are available for all regular season games.

1. Season Ticket Holders are eligible to return any regular season game. 20-game plan holders may return up to 3 games (restrictions may apply).

1. Ticket returns on the day of the game will no longer be available this season. Tickets must be returned by 11:59PM the day before the game to receive Magic Money.

1. Returning a ticket for Magic Money can be done through a few easy steps:
   1. Visit MyLoyalBlue.com or in the Orlando Magic App presented by Total Wireless. When using the app, select “My Tickets” then choose your event and tap “More Ticket Actions.” Then, click "Return."
      

      
   2. Select the tickets you would like to return then tap “Continue”.
      Check the box that says “Loyal Blue Ticket Return” and tap “Continue”.
      

      
   3. Review the details of your return and tap “Submit” — that's it!
      

1. A. For Orlando Magic games, any patron who is 36 inches (3 feet) or taller must have a ticket for entry. A child shorter than 36 inches tall is admitted free of charge but must sit on a patron's lap. Please check with the Box Office by Ticketmaster at 407-440-7000 for more information and other ticket requirements.

1. Beginning this season, bags are prohibited at the Kia Center for Orlando Magic home games. Medical and parent bags are exceptions, but will be subject to X-ray at designated locations for entry to the Kia Center.

1. A. For all Orlando Magic inquiries, call 407-89-MAGIC. To purchase single-game tickets by phone, please call:
   • Ticketmaster at 800-754-3000
   • For support on previously placed single-game tickets, please contact Ticketmaster Customer Service at 800-653-8000.
   • To purchase group tickets or ticket plans, please call 407-89-MAGIC.

1. No, selfie sticks, GoPro sticks, tripods, and monopods are prohibited.

1. Absolutely! In fact, you can chat with the Orlando Magic about tickets right now by pressing the live chat button below!

Live chat with a rep: Live Chat

1. Email your questions to help@OrlandoMagic.com at any time to receive support response within one business day.

1. 400 West Church Street, Suite 200, Orlando, FL 32801 map it

1. Dress warm! With ice installed below the court for Orlando Solar Bears hockey, games at Kia Center can be a bit chilly for some. But, of course, don't forget to show your Magic pride!

1. There are two primary entrances to Kia Center. You can enter via GEICO Garage or through the Disney Atrium located on Church Street. For more information on directions and parking, visit https://www.kiacenter.com/plan-your-visit/directions-parking/parking.

1. From fine dining to local fare, Kia Center boasts a wide range of food and beverage options and cuisine, no matter your dietary needs. For a full list of lounges, bars, restaurants and concessions, visit https://www.kiacenter.com/restaurants-bars. Also, use the Wayfinding feature in the Orlando Magic App presented by Total Wireless to find the closest food destination near you.

1. Non-flash, still cameras, may be used to take pictures at Orlando Magic games. Cameras with detachable lenses longer than three (3) inches when extended are prohibited. Tripods or other photography equipment may not be used or admitted without building issued media credentials. For more information, visit https://www.kiacenter.com/guest-services/policies

1. Kia Center doors open 60 minutes prior to tip-off.

1. Magic games generally last between 2-3 hours.

1. View Kia Center policies at https://www.kiacenter.com/guest-services/policies. At Kia Center, you can also visit Guest Assistance, located on the north end of the Terrace and Promenade Levels.

1. Kia Center includes 37 restrooms conveniently located throughout the arena. To find the closest one, use the Wayfinding feature in the Orlando Magic App presented by Total Wireless. Download it now!

    

1. Downtown Orlando has so many options when it comes to nightlife, entertainment and attractions. Go to www.visitorlando.com for a guide on what to do, where to go and how to get there

1. Yes. The all-new Orlando Magic App presented by Total Wireless features In-Seat Delivery for select locations in Kia Center. Simply download and open the app, and select "In-Seat Delivery." Follow the instructions, browse the menu and enjoy!

1. Your tickets are now 100% digital and only accessible through your mobile device using the Orlando Magic App presented by Total Wireless. Simply download and open the Orlando Magic App presented by Total Wireless, select "Tickets” and sign into your account. Just scan your ticket from your phone at the Kia Center entrance as if it were a paper ticket — and you're in!

1. Guests with disabilities are welcome to bring their service animals inside the Kia Center. Service animals may not use additional seats unless a ticket has been purchased for the adjacent seat, but may request accessible seating. For more information, visit https://www.kiacenter.com/guest-services/accessibility-guide

1. The Orlando Magic App presented by Total Wireless is your virtual guide to Kia Center. Simply download and open the app, and select "More." Select "Explore Kia Center," choose your level and find your preferred location.

1. Press the "Settings" icon.
2. Select the section that says, "Wi-Fi".
3. Find and select the Network named, "Kia Center Guest". If you cannot find any networks, make sure the "Wi-Fi" toggle at the top of the screen is set to "on". The option is on when the left side of the "Wi-Fi" bar is highlighted green.
4. After you select the network named, "Kia Center Guest", you should see it pop up to the top of the screen and a blue check mark will appear next to it once you have successfully connected.
5. Finally, exit the "Settings" area by clicking on the home button at the bottom of your phone and follow this by navigating to your "Safari" app. Once there, you will have to agree to the terms and conditions of the Kia Center Wi-Fi.

1. Access your "Settings" app. If you cannot find the settings app, it is in the "Apps" icon by default.
2. Ensure the Wi-Fi master control icon is on. If not, slide the master control from "Off" to "On" in order to activate the phone's Wi-Fi capabilities.
3. Find and select the network named, "Kia Center Guest". If you cannot find any networks, please ensure you have followed Step 2 correctly.
4. After you select the network named, "Kia Center Guest", the device will successfully connect and you should get a notification.
5. Finally, exit the "Settings" area by clicking on the home button at the bottom of your phone and follow this by navigating to your favorite Internet app. Once there, you will have to agree to the terms and conditions of the Kia Center Wi-Fi.

Now, you are all set. Please enjoy Pure Magic at Kia Center!

1. Email your questions to help@orlandomagic.com at any time to receive support response. Also, you can call 407-89-MAGIC, and choose option 4. Phone calls and emails will be answered within 1 business day.

1. Magic Money is a virtual currency that Season Ticket Holders receive as part of their annual Loyal Blue benefits. Loyal Blue and 20-Game Plan members can also earn Magic Money by returning tickets for games they do not wish to attend.
   
   Magic Money can be spent anywhere in Kia Center by using the Orlando Magic App. Magic Money is accepted at all concessions stands, bars, team shops, for in-seat delivery, and at the Magic Marketplace in the app. Magic Money can also be spent to purchase additional tickets and seat upgrades in Account Manager.

1. In the Orlando Magic App presented by Total Wireless, visit the Fan Zone page and select “Wallet“ to view your balance.

1. Make sure you are logging in with your ticketing email address when you log into your account.

1. Make sure you're using the correct email address when you log into your account.
2. In the Wallet, view your Magic Money Activity to review your historical credits and debits.
3. Contact the Fan Experience team for more details.

1. In the Orlando Magic App presented by Total Wireless, visit the Fan Zone page and select “Wallet” then tap “Balance History” to view your transfers and purchases.

1. In the wallet select “Food & Drinks Mobile Pay” to make a purchase at any concession stand or bar in Kia Center. Or use “Team Shop & Grab-N-Go Mobile Pay” to use Magic Money at retail locations throughout the arena.
2. Magic Money can also be used in the Orlando Magic App presented by Total Wireless for Express Pickup or In-Seat Delivery food and beverage purchases in the app or for unique experiences through the Magic Marketplace.

1. You no longer need to transfer account credit to Magic Money - your entire balance is now accessible through the app. If you previously transferred credit, your money has been combined to a single balance.

1. 1. In the Orlando Magic App presented by Total Wireless, visit the Fan Profile or the Game Day page and select “My Wallet“
   2. From the Wallet, tap “Send Magic Money” to initiate a transfer.
   3. Enter the amount you would like to send and type the email address of the recipient.

   Please Note: The recipient must have an Orlando Magic account to accept Magic Money. If they do not have an account, they will receive an email prompting them to create an account. If they fail to do so, you will receive your transfer back to your account after 48 hours. Additionally, Magic Money transfers cannot be cancelled. Make sure the email address you are sending to is spelled correctly.

1. In the Magic Marketplace, you can purchase unique in-game, premium, dining experiences and more.

1. Magic Money can be used to purchase food, additional tickets, and unique experiences.

1. Yes. Magic Marketplace items can be purchased at any time.

1. Select the item you would like to transfer in the wallet of the app, select “Transfer”, and enter the email address of the recipient. The recipient must have the Orlando Magic App presented by Total Wireless to receive the item.

1. 1. If you are logged into the app and the item isn't visible, it is most likely not available.
   2. If an item is displayed, but you can't select it, the item is only available to a select group (e.g. season ticket holders).
   3. Still having trouble? Contact the Fan Experience team at 407-89-MAGIC and press '4', or email us at help@orlandomagic.com.

Yes, however we've simplified the set up by transferring over all app profiles to NBA ID. You'll just need to enter the email you've previously used and then complete the profile set up by creating a password and linking your Ticketmaster account.

• Personalized content, featuring favorite player highlights
• Access to exclusive drops & badge rewards
• Score more NBA ID benefits like:
• Free ticket giveaways
• Merch deals
• Access to exclusive content and stories
• & More

Yes, after completing the setup of your new app profile powered by NBA ID, you'll now be able to use the same username and password to access both apps.

Great, your Magic profile account is already set up! You'll just want to log in and link your Ticketmaster account for seamless access to your tickets.

1. Completing your profile helps us help you. We'll be able to create a customized experience just for you.

1. While most of the app's basic functionality is accessible without logging in, ticket management and Magic Money can only be accessed when logged in.

1. You are able to save a card on file and use it for all purchases within the app. Make sure to hit “Save” if you make any changes!

1. Your profile can be accessed by selecting the “Settings” tab on the home screen of the app.

Express Pick-Up locations include:

1. Terrace Level

   • Section 102 – Gringos Locos
   • Section 103 – O-Town Grill
   • Section 105 – Cuban Café
   • Section 106 – Pinstripes
   • Section 115 – Slam Dunk
   • Section 117 – PDQ
   • Section 118 – Papa Johns
   • Section 212 – 400 W Church
   • Section 228 – South St. Eats

2. ThreatLocker Club Level

   • Sear and Sizzle

1. Open the Orlando Magic App presented by Total Wireless
2. Select "Food & Drinks" on the Fan Zone page
3. Select your seat location
4. Select “Express Pickup” and the location you wish to order from
5. Select the items you wish to order
6. Complete the transaction

1. If WiFi at Kia Center is unavailable, you'll need to use cellular service to access the app.

1. The return and refund policy varies by item and experience and will be noted in the checkout process. Qualifying merchandise items are able to be returned with the original receipt.

1. Contact the Fan Experience team to report an issue with the app. Call 407-89-MAGIC and press '4', or email us at help@orlandomagic.com.

1. During a Magic game, look for one of our REFS for support.
2. If you're experiencing problems not during a Magic game, contact the Fan Experience team. Note that the Orlando Magic App presented by Total Wireless does not support other events.

1. To ensure you are up to date on Magic news and specific offers, enable app notifications within your phone's settings.