FAQ

What's the cashless?

Cashless is a payment system that makes transactions inside the festival faster and easier. You will have a wristband/card where you can charge the amount of money that you plan to spend and then use it at any bar, shop or foodtruck inside the festival area. At the end of your visit you'll be able to recover the remaining balance onsite or online.

 

Where do I get my wristband/card?

You'll receive your wristband when you scan your ticket at the entrance of the festival. You can collect your card at any top-up point inside the festival area.

 

How do I put money into my wristband/card?

You can charge your wristband/card online before and during the festival or at any top-up point inside the festival area. If you want to charge online, go to the festival's website and follow the instructions in the cashless section. Keep in mind that you'll need your ticket number in order to register and start topping up your wristband/card. If you prefer to charge onsite, go to any top-up booth and pay in cash or credit card.

 

How can I charge my wristband/card online?

Charging your wristband/card online is possible before and during the festival. Go to the cashless section of the festival's website and register with your email and ticket number. If you are already inside the festival and you don't have a ticket number, you can still register using the unique code that you can find on the back of your wristband/card.

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. The top-up options may include different top-up amounts and/or specific products. 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 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, which can include different recharge packs or specific products. 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/card 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?

No, both the account and your wristband/card are personal and you can have only one single wristband/card related to each account. If you need to top-up multiple wristband/cards, please create as many accounts as necessary using a different email address for each of them.

 

How much should I charge into my wristband/card?

You can charge your wristband/card 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/card have a limit or expiration date?

Your wristband/card will be valid for the entire duration of the festival and you can use as many times as you want. For security reasons, the maximum amount accepted on the wristband/card is 300€ at a time.

 

What can I buy with my wristband/card?

Inside the festival, your wristband/card is the only accepted payment method. You can use it at every bar, shop, foodtruck and facilities service in the festival area.

 

What happen if I don't have enough credit on my wristband/card?

If the balance on your wristband/card is too low, you won't be able to pay. The operator will ask you to go to top-up at any of the top-up booths and will indicate the one closer to you. 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 unspent balance?

If you don't spend all the money on your wristband/card, you can ask for a refund onsite at any top-up point or online. Just take into account that refund onsite is limited to a maximum of 50€ and booths will be open only until the official closing hour of the festival. If you prefer to get refunded online, remember to keep your wristband/card with you when you leave the festival. You will need it to ask for your online refund.

 

How can I get an online refund?

Online refunds usually open 3 days after the festival and last 1 or 2 weeks. During this time you will find in the festival's website the link to the refund form. There you will have to introduce the 14 characters of the unique code that comes on the back of your wristband/card and the details of the bank account where you want your money refunded. We will refund your money within a couple of weeks after the closing date of the refund period.

 

Is cashless safe?

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

 

Is my wristband/card water resistant?

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

 

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/card?

Losing your wristband/card 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 even so you lose it or it get stolen, 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/card, but your new wristband/card won't have any of the money you had on your previous wristband/card.

Why does your refund page show a balance lower than what was remaining at the end of the festival?

The refund system will automatically calculate the correct refundable balance. The money that you received for free as an incentive or a gift can not be refunded.

How can I add more tickets to my account?

It is not possible to link more than 1 ticket to your account. If you need to register multiple tickets please create as many accounts as necessary using a different email address for each of them. Only 1 ticket can be linked per email address.

PLEASE NOTE: The event may choose to enable a “Family & Friends Section” on the Personal Account. If so, you can top-up other tickets/wristbands/cards through your account by manually adding these in the Family & Friends Section. This does not mean the tickets are linked, but that you can “send” topups to the other account(s).

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

No, this is only possible when the Family & Friends section is enabled by the event. If so, add the tickets you want to topup in the Family & Friends Section on the homepage. When paying for your topup(s), you can then slect which of your Family/Friends should receive the Topup.