Frequently Asked Questions


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Ticket Information

What are the Box Office hours?
Box office hours and information can be found on theqarena.com.

How do I buy tickets?
Season tickets and partial plans can be purchased by calling 216-420-0000.  Individual game tickets can be purchased by calling 216-420-0000, at the Quicken Loans Arena Box Office, or at any Northern Ohio Discount Drug Mart.

Do infants or toddlers need tickets to get into the game?
Children age 2 and older must have a ticket to enter the arena.  Children under 2 do not need a ticket, but must sit on the accompanying adult's lap.

I received a certificate for Monsters tickets. How do I redeem it?
Mail your certificate along with your top 3 game choices and your contact information, including your mailing address, to: Lake Erie Monsters, 1 Center Ice, Cleveland, OH 44115. Certificates must be received 2 weeks prior to game choice.

I received a ticket voucher for a Monsters game. How do I redeem it?
You must redeem your ticket voucher at the Quicken Loans Arena Box Office. Vouchers may be redeemed any day before the game or day of game. Seats are subject to availability, so we suggest you redeem vouchers as soon as possible.

How many people do I need to purchase group tickets?
Group discounts are eligible for a minimum of 20 tickets. For more information on group packages and pricing, call 216.420.0000.

What is a recommended restaurant near the Q?
The Hard Rock Cafe in downtown Cleveland is a preferred restaurant of Cleveland’s Lake Erie Monsters and is located just blocks away at Tower City. 

Address: 230 West Huron Road, Cleveland, OH 44113
Phone: (216) 830-7625
Online: www.hardrock.com


Season Ticket Holder Information

What is My Account?
My Account is an online management system for your season tickets. My Account can be used to edit your contact information, pay invoices, and forward your tickets via email to co-workers, clients, and friends! You can call your Monsters Service Rep at 216-420-2006 to get your login and password information.

What are the payment options for my Season Ticket Plan?
There are a few payment options for your ticket plan. You can pay in full when you purchase the tickets or do one of our flexible payment plans: Auto charge, Monthly Invoice or Online Payments. With Autocharge, you give us a credit card to keep on file and that card will be charged in monthly installments. With Monthly Invoice, we will invoice you monthly and you have the option to pay via check, credit card or money order*. If you choose Online Payments, your payments can be made online via our online ticket management system, “My Account.”

Can I exchange tickets?
VIP Season Ticket Holders may exchange tickets for game(s) that you will miss or already have missed, in exchange for an equal number of tickets for any future game. All exchanges will be filled with the best available seats comparable to your current seat location. All exchanges will be on a ticket-for-ticket basis. No refunds will be issued for any difference in the value of the exchanged tickets.

For step-by-step instructions on how to DONATE or EXCHANGE your Flash Seats tickets, CLICK HERE.

To exchange and/or donate your tickets, please CLICK HERE.

To exchanges your PAST GAME tickets,please CLICK HERE.

No exchanges may be made through the Arena Ticket Office. Please note:  Select games this season may require exchanged seats to be located in the upper level.

Can I donate tickets I can’t use?
As a Season Ticket Holder, you can donate your tickets you cannot use to deserving, disadvantaged youth groups. Your original tickets must be mailed in to the VIP Service Team at least 72 hours prior to the game the tickets are for.

As a VIP Season Ticket Holder, how can I purchase additional individual game tickets?
Monsters VIPs may purchase individual game tickets directly through their VIP Service Rep by calling 216-420-2006.

If I am a Season Ticket Holder and lose my ticket or do not have it on game day, what can I do?
If you lose your tickets prior to the game day, you can log onto “My Account” on lakeeriemonsters.com, and have access to our ticket forwarding system. By entering your account number and pin (found on your invoice or by calling 216-420-2006) you will be able to email a printable version of the tickets, which can be used at the door. Or, you can contact your Sales or Service Rep to have the tickets reprinted. If you get to the game and realize you lost/forgot your tickets, you can go to the box office with a photo ID, tell them you are a Season Ticket Holder and get your tickets reprinted. This can only be done if you are the Primary Account Holder.

Upon forwarding my tickets via “My Account”, will someone still be able to use my lost hard stock tickets?
No. Once tickets are forwarded on “My Account” the barcode on the hard stock tickets will be voided.

How many VIP Merchandise Discount Cards do I receive with my plan?
You receive one (1) Discount Card per account, not per seat. This card may be used at the Quicken Loans Arena Team Shop to receive a 20% discount on Monsters and Cavs merchandise. The card comes in the account holder’s name and must be presented along with a photo ID at the time of purchase.

How much is parking?
On game nights, parking ranges from $10-$12, but Season Ticket Holders can purchase discounted parking along with their ticket plan. Parking is $4 for Full Season Tickets and $7 for 21 Game Packages. VIP Ticket Holders with Glass Seats receive a full season of parking.

Can I ride the Zamboni?
As a full season ticket holder you may book a ride on the Zamboni and participate in other exciting game day programs! Call your VIP Service Representative for availability and details. Click here to view the game day programs you can take advantage of.

Pre-Sale/Hotline Access to Purchase Q Concert and Event Tickets



Where can I find more information about upcoming events at the Quicken Loans Arena?
Visit theqarena.com.

How can I receive hotline notices?
VIP Ticket Holders are sent concert and event announcements via fax or email. If you would like to activate your account, please contact your VIP Service Team with this information at 216-420-2006 or at service@lakeeriemonsters.com.

When will I receive my tickets?
Tickets sent directly to your Flash Seats Account.

Where will my seats be located?
For the majority of our concerts and events, Lake Erie Monsters Season Ticket Holders will be placed in the Quicken Loans Arena Club sections.

How many seats am I allowed to order?
You can order up to the amount of tickets that you have on your Monsters account, with a maximum of 8 tickets per show/per account.


Monsters Information

What is the Lake Erie Monsters mailing address?
1 Center Ice
Cleveland, OH 44115

Is there a general mailbox that I can send an email to?
You can send emails to the VIP Service Team at service@lakeeriemonsters.com.

Where do the Monsters practice and are practices open to the public?
On non-game days, the Monsters practice at Hoover Arena operated by Ice Land USA. These practices are open to the public, but practice schedules vary and some practices are not mandatory for the players to attend. On game days, the Monsters practice at the Quicken Loans Arena and these practices are not open to the public.

What channel are the TV broadcasts on?
The Monsters broadcast five games per season on FOX Sports Ohio and five on MY43 WUAB. Click here to view the full schedule..

What station are the radio broadcasts on?
All 80 Monsters games are broadcast on ESPN 850 WKNR, AM 1540 KNR2, AM 1220 WHKW, and AM 1420 WHK.

Arena/Game Day Information

Where can I find information on disability seating?
Prior to concerts and events, information about Disability Seating and Service can be acquired through the Quicken Loans Arena Event Information department at 888-894-9424

At actual Quicken Loans Arena concerts and events, you can go to a nearby Guest Services location where they can assist in your relocation for disability seating. Numerous Guest Services locations can be found throughout the Quicken Loans Arena.

How early may I arrive for a game?
Gates open one hour prior to face off, unless otherwise noted.

How long is the game?
A regulation game consists of three 20-minute periods with two 18-minute intermissions. The games usually last between two and two-and-a-half hours. Overtime & shootouts can increase the game time.

How can I participate in promotions/contests during the game?
Contest participants are chosen on a random basis after gates open.

Can I bring a camera into the arena?
Taking still photography is permitted at The Q, but video and audio recorders are prohibited. For more information, click here.

Can I bring signs and noise makers to a game?
Signs and banners are allowed in the arena as long as you are courteous during game-play. You may also make your own signs for free at the game at our Make Your Own Sign stations! Noise makers such as cow bells and any type of horns are strictly prohibited from Quicken Loans Arena. For more information, click here.

Where is the Lost and Found located within the Arena?
Please report a lost item to one of our Guest Services Desks located on the Main Concourse near Section 100 or on the Upper Concourse near Section 233. To learn if a lost item has been found call 216-420-2195 the day after the event.

Where can I find more information on Quicken Loans Arena Policies?
Visit theqarena.com.

Can I bring outside food into the Quicken Loans Arena?
Outside food and beverages are not permitted in Quicken Loans Arena. However, Quicken Loans Arena concession stands offer a variety of foods, including kosher food. People with medical dietary needs should contact Event Information at 888-894-9424

Call 216-420-2000 for further assistance.