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FAQ

FAQ

What are cashless RFID wristbands?

Cashless is a payment system that makes transactions inside the festival faster and easier. You will have a wristband where you can charge the amount of money that you plan to spend and then use it to pay for food, drinks, shopping and experiences inside the festival arena. After the festival you will be able to obtain a refund of the remaining balance by using our online refund portal.

Where do I get my wristband?

You'll receive your wristband when you scan your ticket at the entrance of the festival.

How do I put money into my wristband?

You can add money to your wristband online before and during the festival or at the top-up point inside the festival arena. We recommend that you register your account in advance and come feeling prepared for the weekend ahead. Keep in mind that you'll need your ticket number in order to register and start topping up your wristband.

Top-ups through your registered cashless online account can either be made manually or automatically (if your balance falls to zero).

If you do wish to add money to your wristband while at Lakefest then please visit the top-up booth.

How can I charge my wristband online?

Sign-up with your email and ticket number. Once you've registered, from the homepage of your personal account you'll be able to select the top-up option that you prefer, add it to the basket and pay with your credit card or PayPal account. Watch out for offers that may be available for higher top-up options.

I registered online but didn't receive the confirmation email, what can I do?

If you don't receive the confirmation email, check in your SPAM folder as it may have ended up there. If it's not there either and doesn't arrive even after several minutes, send an email to our customer service cashless+lkf@playpass.eu and we will get back to you asap.

What are the different options for online top-up?

The homepage of your personal account will show you all the top-up options. When you choose a recharge pack, you can also decide if you want it to be a one-time manual top-up or an automatic one. Manual top-ups are a one-time payment that charge your wristband with the selected amount: if you run out of credit in the festival, you'll have to top-up again online or onsite. Automatic top-ups instead are automatically renewed each time your balance goes below zero.

Can I top-up multiple wristbands with the same account?

Yes, this is possible with the Family & Friends feature. To do this, simply register or log-in to your own account and follow the instructions to connect the other people's tickets to your account. Do this in the same way that you linked your own ticket, ie. by entering their unique ticket barcode number. Now you will be able to select which person gets credited whenever you make a new online top-up. You cannot split balance from one top-up on one account, each linked account must be topped up with individual transactions.You can also keep track of what each individual spends, in the transaction history. If they run out of funds during the festival, they can still top themselves up by visiting the top-up station.

Please be aware that the auto top-up function does not work on linked accounts. This is only able to be applied to unique accounts (those set up individually).

Here’s a handy step-by-step:

  1. Login to your personal account
  2. In the family and friends section, enter a Wristband number or ticket barcode number you wish to link
  3. Give the band a nickname so you know who it belongs to!
  4. Select an amount you wish to top-up
  5. click on your basket to see the total
  6. At the bottom, select which account you want that top-up to go to, and select Pay!
  7. Note, you must top up each individual linked account. You can't split money between accounts.

How much should I load to my wristband?

You can load your wristband with the amount that you want, but we suggest you to put enough money for your entire visit, as this will allow you to save time in queues and avoid having to go back to the top-up point again if you run out of credit.

Does my wristband have a limit or expiration date?

Your wristband will be valid for the entire duration of the festival and you can use it as many times as you want. For security reasons, the maximum amount accepted on the wristband is £500 at a time.

What can I buy with my wristband?

Inside the festival, your wristband is the only accepted payment method. Our bars, food and drink stalls, and other facilities and services will only be using our cashless system in the festival arena.

What happens if I don't have enough credit on my wristband?

If the balance on your wristband is too low, you won't be able to pay. The operator will ask you to go to top-up and will indicate the location. To avoid queues, you can top-up online too. And if you selected an automatic top-up online, you'll never need to top-up during the festival, as your balance will update automatically.

How do I recover any unspent balance?

If you don't spend all the money on your wristband, you can ask for a refund after the festival closes. Refunds can be claimed between 14th August–24th August. Remember to keep your wristband with you when you leave the festival. You will need it to ask for your online refund.

Is cashless safe?

Yes, your wristband is protected by a highly secure encryption that makes it impossible to copy or steal the money and all the information stored on it.

Is my wristband water resistant?

Yes, sun and rain are not a problem for your wristband.

What if I've doubts about my balance?

At each location and before/after each transaction you can check the remaining balance on your wristband/card. If you have doubts about any past transaction, you can go to the InfoPoint in the festival area and ask for your transaction history or keep an eye on it from your personal account. NOTE: sometimes due to connectivity issues of the devices used in the festival, there might be a delay in updating the transaction history that you see online or at the InfoPoint. In this case, please wait until the end of the day to get your confirmed transaction history.

What happens if I lose my wristband?

Losing your wristband is like losing your wallet and your ticket, so remember to tighten it properly to your wrist or keep it safe in your pocket. If it does go AWOL, you can go to the InfoPoint and ask for a new one. You'll be asked to show your ticket and given a new wristband. If you have registered an online cashless account then we can block the lost or stolen wristband, and transfer all your unspent money onto a new wristband for you.

How is my refund balance calculated?

The refund system will automatically calculate the correct refundable balance.

If I have a question, who do I contact?

All cashless RFID wristband queries are supported by the dedicated cashless customer service team, vie email: cashless+lkf@playpass.eu