Frequently Asked Questions

Do you have a question about exchanging ticket dates?
Information and step by step instructions can be found HERE

General Questions

Glow is located inside the Edmonton EXPO Centre.
7515 118 Ave NW, Edmonton, AB T5B 0J2

December 1st, 2023 – January 1st, 2024

Yes. The Edmonton EXPO Centre features 3,800 parking stalls and is connected to an on-site light rail transit centre that is easy and accessible. To avoid lineups at the 116 Ave entrance, guests are encouraged to use the 73 Street entrance. 

The Edmonton Expo charges a parking fee.

Does Santa live at the North Pole?

In other words: ABSOLUTELY! Kids love this event! It is perfectly for families of all ages. We even have many measures in place to ease the minds of parents who have little escape artists in their families and keep all the little ones safe and secure.

Be advised: This event features bright and flashing lights that may not be suitable for those with photosensitive epilepsy and/or other medical conditions. We also feature fog machines, and incorporate music and sound effects into different parts of our show—individuals sensitive to these effects may experience related discomfort.

Please note: by entering this event, you consent to being photographed, audio-recorded, or and/or filmed by our media team for possible publication/media release, news, or promotional purposes including our website and social media platforms. If you do not wish to be photographed, recorded, or filmed, please advise the team member taking photographs, or contact management directly.


How Can I exchange My Tickets to a different date?

More info and step by step instructions can be found here:–Exchange-Tickets-


How Can I Transfer My Tickets or Products To A Friend?

More info and step by step instructions can be found here:

To transfer tickets, log into the account where you initially purchased the tickets. Once logged in, click your username in the top right corner and select Purchases. You will see a Transfer button on the left hand side. If you are on the mobile app, you will need to open the hamburger menu beside the search bar.

Once you are on the Transfer page, you can search for events or products, and send them all in one transfer. Once you find the event or product you want to transfer, click Select Ticket Items and a menu will open where you can select what tickets/products you wish to send.

Once all of your tickets and products are selected, simply click the blue Select Recipient button, review your transfer items, and click Send Transfer. 

Please note, tickets can only be transferred once. 

How Long Do Ticket Transfers Take? How Do I Accept?

Ticket transfers can take up to 60 minutes to arrive, but they usually arrive within 10-15 minutes after being sent. A link will be sent to your email address that will then prompt you to accept the transfer.

You cannot accept a transfer from the desktop site or the app.

Experience Glow on your schedule. The Flex Pass allows customers the ability to purchase tickets for a single visit during a selected week or weekend and gives them the flexibility to choose any day or time during that week to come to the show. 

 Limited Tickets Available  

That varies from day to day and on your age. Check out for information.

You can purchase tickets through our website 

If they’re not sold out — yes. Tickets can sell out in advance, so we recommend purchasing them online.

Where To Find Tickets On Your Showpass Account

More info and step by step instructions can be found here:

To find the tickets in your Showpass account, log back into your profile on Showpass, and then access the Purchases section underneath the drop down from your name in the top right of the screen. From here, you’ll see the tickets that are associated with your account and can download them straight from there.

If the tickets section is empty, here are a couple things to check:

  1. You may be logged in to a different account than the one you bought tickets with. We recommend checking the name, and then logging out and back in, making sure to type in all your information carefully.
  2. If you used Facebook to log in when you originally purchased tickets, do so again to make sure you can find the right tickets associated with the account.
  3. If all else fails, there is a chance there was an error made when entering the email address that you purchased tickets with. Please contact [email protected] and someone will look into this for you.

How Do I Get My Tickets?

More info and step by step instructions can be found here:

You can access your tickets on the Showpass website, your email inbox, or on the Showpass app.

Upon completion of the checkout process, the tickets you’ve bought will be sent as a PDF attachment to the email address that you signed up and made you order with.

  • If you bought the tickets on Facebook or used your Facebook account to log in, they’ll be sent to the email address associated with your Facebook account.
  • If you entered different information upon checkout, they will be sent to the email address you specified.

You can then save them on your device or print them off and show them at the door, either way works!

You’ll always be able to log back into your Showpass account and find your tickets under Purchases within your profile. Your profile can be found by clicking your name in the top right hand corner of the screen. That way if you lose or delete the email confirmation, or make a mistake when entering the email address when ordering, you’ll still be able to access your tickets.

How To View Your Purchase History

To view your purchase history in your Showpass account, log into your profile on Showpass, and then access the Purchases section underneath the drop down from your name in the top right of the screen.

From there, select Invoices from the sidebar on the left hand side of the screen. There you can see invoices for all of your previous purchases and/or refunds.

How Do I Create A Showpass Account?

More info and step by step instructions can be found here:

If you do not already have an account, you will need to create one to buy tickets. To do this you need to head to and click on the ‘CREATE ACCOUNT’ button to fill out your details.


All you need is your:

  • Name
  • Email Address
  • Password

I Forgot My Password / I Can’t Log In!

More info and step by step instructions can be found here:

If you are having issues logging in or have forgotten your password, you can reset your password on the login page by selecting the “Forgot My Password” button. From there, enter your email associated with your account and you will be sent a reset link.

Can I Resell My Showpass Ticket?

More info and step by step instructions can be found here:

Showpass does not support or condone the reselling of tickets through either private sales or secondary markets, as this practice goes against Section 16 of our restrictions in our Terms of Service.

The ticket transfer function is in place to facilitate a safe hand off of tickets, in the case that one party can no longer make the event and they wish to send the ticket to someone else.

Unfortunately, if tickets are being bought and sold outside of our platform, Showpass cannot guarantee the validity of tickets, or that tickets are not duplicates being given to multiple buyers.

If you notice any suspicious activity, please report this to our team at [email protected]

How Do I Know If The Tickets I Bought From Someone Is Valid?

Only tickets sold directly on Showpass or the Showpass Box Office are guaranteed as valid. Tickets purchased through unauthorized third party sellers (eg. Kijiji or Craigslist) could have been purchased through fraudulent means (ie. a stolen credit card). Even if the tickets are transferred directly through Showpass using our Transfer system, they are not necessarily valid.

Tips to avoid receiving invalid tickets:

  • Only purchase tickets directly through Showpass or trusted vendors
  • Only accept transfers from people you can trust
  • Do not buy from scalpers or third party classified sites
  • Do not buy tickets that are posted above or below face value
We apologize for the inconvenience.  

Upon each successful order, we send a confirmation email containing PDF attachments your tickets and receipt.  Sometimes these emails will be marked as spam, double check your trash or spam folders in your email account or do a search for showpass and any emails you have received from us should appear in your results.

You can find a more extensive list of frequently asked questions on the Showpass website.

All sales are final, with the following exceptions: 

  • If an event is cancelled or postponed, you are eligible for an exchange or refund. 
  • If you are unable to make your originally scheduled date, you can change your tickets to another date. Additional charges may apply if you select a more expensive time slot. 

Unforeseen circumstances beyond Glow Christmas Festival’s control will not be grounds for a refund, including but not limited to the following: local or national weather conditions and natural disasters, waiting in lines, family and medical emergencies. 

Glow event staff and security have the right to refuse entry to any ticket holder, without a refund, for any reason at their discretion, including but not limited to: disorderly behaviour, intoxication, breach of security restrictions. 

Service Fees are not refundable under any circumstances. 

Refunds are not available for unused or extra tickets, you can transfer unused tickets to attend another date or give them away as gifts to friends and family. 

As with most events, there is a small fee for all the products and services associated with creating and executing a ticketing system. We work hard to keep these charges to a minimum, while still providing a convenient purchasing system for our visitors.

Group tickets (for those parties of 20 people and up) can be issued. Please inquire about our group rate by emailing [email protected].

You will receive a code to purchase your tickets and receive a discount.

We will not be providing a multi pass option this year.

Children ages 3 and under are welcome to enjoy Glow at no charge. 

The age limit for a child pass is 4-15 years old or under 3 is free. If they are 16 or over, that is a general ticket.

Student discounts are not available. Guests 14 and older require an adult ticket for entry.

Our tickets are sold on scheduled times. If you are running late, it will depend on our occupancy as to when we can permit your entry.  


We recommend purchasing tickets in advance to ensure availability The onsite box office will have limited tickets for sale, subject to availability. 

Yes, we do accept these. You only have to purchase one ticket. If you need any help when you arrive, please have a staff member page one of our Managers to assist you. 

If you would like to exchange your ticket for another day, we ask that you give us 24-hours’ notice to process your exchange. 

Sorry, we are not able to offer refunds, however you can donate your ticket and we will make sure that another child can attend Glow. 

Glow thanks you for your support! You will receive an email in September with instructions as to how to book your selected date and time.

Glow honors Access 2 cards with free entry into the show for the person who has the card. The card has to be presented to the tickets scanners for free entry.

Show Questions

You can apply to become a Glow Ambassador through this link:

Our hiring fair will be held in early November for all positions. Please go to our career page for updates and announcements.

Yes, you can rent the VIP Party Room. More information here:

It takes most people approximately 2 hours to see the show.

Our Santa loves to receive letters from the children. He does not write back but you are welcome to give him one and he would enjoy reading it.