Frequently Asked Questions
I'm a member! Why do I need to reserve tickets?
Timed-entry tickets help us keep guests, staff, and animals safe by making it easier to monitor capacity and promote physical distancing throughout the Academy. We know this is a new requirement for members and donors, and are grateful for your support and understanding. If you have any questions about reserving tickets after reviewing the instructions below, please don't hesitate to contact us at email@example.com or 800-794-7576. We look forward to seeing you soon!
How do I reserve my member tickets?
Reserve your timed-entry member tickets up to three weeks in advance in just a few easy steps. Here’s how:
- Log in to your account or create one if you haven’t yet. Need help with logging in or creating an account? View the “Account management” section below.
- Select your visit date. The system defaults to the next available date, which may be the same day. Click the dropdown menu to select a different date.
- Select an available entry time. You may enter at any time within your 30-minute timeslot.
- Select the amount of Adults and Youth in your party using the quantity dropdowns. The amount of free tickets you can reserve is based on your membership level.
- Proceed to checkout. You’ll be prompted to pay for any guest tickets beyond what your membership level allows at checkout.
After you complete your order, check your inbox for two emails: One is your receipt, the other contains your tickets as a PDF attachment. On the day of your visit, please be sure to have the barcode on your ticket PDF ready for scanning, either on your smartphone (brightness all the way up, please!) or printed out.
How many free tickets can I reserve?
The amount of free tickets you can reserve per order is based on your membership level:
- Individual and Hive Single: 1 Adult ticket
- Individual Plus, Senior, Teacher, Hive Double, and Eastwood Associate: 2 Adult tickets
- Family, Community Value, and Lifetime: 2 Adult, 4 Youth tickets
- Family Plus and Associate: 6 Adult, 4 Youth tickets
- All Donor Circle levels: 8 Adult, 6 Youth tickets
Due to the Academy’s reduced capacity, a limited quantity of tickets are available for each timeslot, so please reserve only the tickets you know you’ll use!
How often can I reserve my member tickets?
Members can make a maximum of one order per day to ensure enough entry timeslots are available for other members and guests.
Do members still enter at the same place?
Yes, members will still enter at the Academy’s main entrance at 55 Music Concourse Drive.
Do I need an online account?
You need to create an account if you are purchasing a new membership, renewing an existing or expired membership, or would like to access your member discount when shopping online. For Daytime Admission, NightLife, and other ticketed events, you can checkout as a guest. However, we do recommend creating an account as checkout will be faster for future purchases. Members, you’ll be prompted to log in at checkout—please do so to receive your member discount!
I’m a member but have never logged in. Do I already have an account?
If you became an Academy member before May 14, 2019, but have never logged in to your online account, you’re already in our system but will need to activate your account. Click here and follow the prompts to create a password and finish setting up your account. (If during the activation process you do not see the password reset email in your inbox, please check your "Promotions" tab or spam folder.)
If you purchased a membership online on or after May 14, 2019, you will have had to create an account to complete your transaction. If you purchased a membership by phone or in-person at the Academy, you’re in our system but will need to activate your account. Click here and follow the prompts to create a password and finish setting up your account.
How do I renew online?
You can renew one of two ways:
- If you know the membership level at which you’d like to renew, click here to log in (or create an account if you haven’t already done so), select a membership level, and proceed to checkout.
- If you’re thinking about upgrading or would like to learn more about each level, click here for detailed information about each level. Then, add your desired membership to your cart, log in, and proceed to checkout.
What if I forgot my login information?
If you forgot your password, click here and follow the prompts to reset it. If you forgot the email address associated with your account, or have any other questions or concerns, we’re happy to help. Please email firstname.lastname@example.org (or email@example.com if you’re not a member) and we’ll respond as soon as we can.
How do I use my member discount online?
Members, don’t forget to take advantage of your 20% discount on VIP Tours and lectures! It’s easy: Simply add your desired tickets to your shopping cart, log in to see your discount reflected in your order subtotal, and proceed to checkout. Please note: NightLife events and Penguins+Pajamas Sleepovers are not available at this time.
Where can I find my membership ID number?
Your membership ID number appears on your acknowledgment and renewal letters and emails. You can also email the Membership Department at firstname.lastname@example.org or call our membership hotline at 800-794-7576.
Where can I edit my address and update my email?
You may email the membership department at email@example.com or call our membership hotline at 800-794-7576.
When does my membership expire?
Your membership expiration date can be found on letter and email communications from the Academy. You can also email the membership department at firstname.lastname@example.org or call us at 800-794-7576.
I recently upgraded my membership. Why did my expiration date stay the same?
When upgrading, you pay only the difference between your current and new membership level, and your expiration date remains the same. If your renewal date is approaching, you may choose to renew-and-upgrade early, which will extend your expiration date for one full year. Once your upgrade is complete, your upgraded membership benefits will be effective immediately.
I plan to visit the Academy soon. What’s the fastest way to join?
Our webstore is open 24/7: Join online in just a couple minutes! You can also join by phone by calling our membership hotline at 800-794-7576 between 8 am–5 pm daily. Please note that all guests, including members and donors, must reserve timed-entry tickets online in advance; walk-up admission is not available. After joining, please wait at least an hour before reserving your tickets so our membership database and ticketing system can sync up. We apologize for this delay and look forward to welcoming you to the Academy soon!
When are Member Hours?
Members have the Academy to themselves every Tuesday morning from 8:30–9:30 am and Sunday morning from 10–11 am. Guests are welcome during Member Hours—please purchase additional tickets online as necessary.
Can I apply Daytime Admission ticket purchases toward an Academy membership?
Absolutely! After your visit, please call our Contact Center at 415-379-8000 between 8 am–5 pm daily to apply the cost of your Daytime Admission ticket toward an Academy membership.
Here's how it works: The value of up to two purchased Adult tickets may be applied to any Individual membership product. The value of two purchased adult tickets, plus the value of all purchased child or youth tickets, may be applied to any Family membership. Admission tickets that are purchased as part of a group visit (or that are otherwise discounted in any way) cannot be applied to an Academy membership.
Does the Academy participate in a matching gift program?
Yes! Many employers sponsor matching gift programs and will match charitable contributions made by their employees. Visit our Matching Gifts page for more information and to see if your employer participates.
Due to safety concerns, we are not currently printing new membership cards. For the time being, in lieu of presenting a membership card at the member door, please reserve your timed-entry tickets online in advance or by calling our membership hotline at 800-794-7576. Your ticket PDF is required for entry and serves as proof of membership to receive your member discount at The Terrace Restaurant and Academy Store.
For current and renewing members, please hang on to your cards for now—we may resume using them when we return to normal operations.
How does guest admission work?
Guest admission is included with Senior (1 guest), Individual Plus (1 guest), Family Plus (2 guests), and Associate (2 guests)-level memberships. You must reserve tickets for your guests online in advance, and guests must accompany the named cardholder to receive free admission.
Can I bring more guests than my membership level allows?
Yes! When reserving your free member tickets online, simply add the total number of people in your party to your order. When you check out, you will simply pay for the guest tickets beyond what your membership level allows.
Can I bring my guests to Member Hour?
Absolutely! (And they can even use the Member Entrance.)
What is the Annual Membership Subscription?
The Annual Membership Subscription is a convenient and green way to ensure continuous access to Academy membership benefits. This option enables members to purchase membership with an initial down payment and 11 equal monthly payments thereafter. Your membership is renewed on an annual basis at which point members will pay equal monthly payments. Before the renewal is charged, the Academy will email a renewal notice and you may opt not to renew at that time by notifying the Academy.
What is the Automatic Renewal Program?
This feature allows your membership to automatically renew, ensuring that your membership benefits do not lapse. Just like the annual membership subscription, the Academy will email a renewal notice prior to charging your card and you may opt not to automatically renew.
How do I enroll in either plan?
Choose the “Annual Membership Subscription” or “auto-renewal” option when purchasing or renewing a membership online. You may also request to enroll in either plan by calling our Contact Center at 415-379-8098. One month before your membership is due to expire, you will receive an email notification that your credit card on file will be charged for the next year of membership at the current membership level.
How do I cancel participation?
You can cancel participation in either the Annual Membership Subscription or Automatic Renewal Program by calling our Contact Center at 415-379-8098. Your membership will not be renewed automatically once the current membership expires.
Is there a way to gift a membership to an unknown recipient?
Yes! Gift cards are a great choice for an "anonymous" gift—and also for letting your recipient select a membership level of their choice.
Is there something I can print at home that I can present to my recipient while I wait to receive the personalized membership?
If you know your gift recipient’s email address, we’ll deliver the gift membership confirmation email to them directly. Or, if you prefer, we will send the gift membership to your email address to print out and present to the recipient personally. Please allow 24 hours to process. Sorry, we don't send gift memberships through the mail.
When will my recipient receive their membership card?
Due to safety concerns, we are not currently printing membership cards. Your gift recipient may log in to their online account to reserve tickets in advance of their visit; their ticket PDF will serve as proof of membership.
Who is eligible to receive a caregiver card?
All Family Plus and Associate-level households, as well as all donor levels starting at Friends Circle, are eligible to receive one named caregiver card at no additional cost. Additional caregiver cards may be purchased for $50 per named caregiver. A caregiver is one who regularly cares for children (age 17 and under) or adults who benefit from special assistance.
How do I purchase an additional caregiver card?
Family Plus and Associate-level households may purchase additional cards online or by calling 800-794-7576. Donors at the Friends Circle level and above may purchase additional cards online or by calling 415-379-5405. Please note that you'll be prompted to log in before you can add additional caregiver cards to your webcart.
I just purchased an additional caregiver card. How do I receive it?
Due to safety concerns, we are not currently printing membership cards. To reserve tickets for your caregiver and children, simply log in to your account and add free timed-entry tickets to your webcart.
Are caregivers allowed to accompany the children of the household to the Academy without the primary or secondary member present?
Yes, the caregiver may visit with children (17 and under) without the primary or secondary cardholder present.
I have more than one person who cares for my child on a regular basis. Can I receive more than one caregiver card?
All Family Plus and Associate-level households, as well as all donor levels starting at Friends Circle, are eligible to receive one named caregiver card at no additional cost. Members at these levels may purchase additional caregiver cards for $50 per named caregiver.
If my caregiver changes during the course of my membership, can I receive a new caregiver card?
We understand that your family’s situation might change during your year of membership. If your regular caregiver changes, we ask that the primary member inform us of the new name by calling 800-794-7576 (Family Plus and Associates) or 415-379-5405 (Friends Circle and above) to request the change to the caregiver’s name on your record. A $5 change fee will be applied.
When does my caregiver card expire?
Caregiver cards expire at the same time as the cardholder’s membership, but may be renewed annually. To maximize your caregiver card benefit, we recommend purchasing as close to the date you join or renew as possible.
What is a Community Value membership?
It's a smart choice for families with flexible schedules, offering 220+ days of free visits per year. Visit our Community Value Membership page for details. Please note: Advance reservations are required for all guests, including members.
What happens if I want to come to the museum on a blackout date?
If you plan on visiting during a non-"green" day as listed on the Community Value access calendar, you are welcome to upgrade to a higher-level membership and gain access to the museum any day of the year. We are working on updating our access calendar for the coming year. Please stay tuned!
What is the difference between a Community Value membership and a Family membership?
While both memberships grant benefits to two adults and their children or grandchildren, they differ in price and availability: Community Value membership ($169 a year) includes 220+ annual days of museum access, while Family membership ($269) includes 365 days.
Can I purchase a Community Value membership on a blackout date?
You are welcome to purchase your membership on a blackout day either in full, on a payment plan, or by applying your already-purchased tickets to the full membership price. However, you will need to begin using the membership on a non-blackout day.
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