FAQ

GETTING STARTED

About PlayPass Cashless Systems

All transactions are totally cashless all thanks to your PlayPass RFID wristband, which means the only payment method accepted on the day will be the chip on your wristband, apart from a handful of traders in our marketplace of independent traders. All Food Stalls, Bars and Feasting Tents will ONLY take cashless payments. PlayPass Cashless Systems are quick, easy and much safer than traditional cash handling. The systems are military grade encrypted, so you’re in good hands.

What is RFID?

Radio Frequency Identification technology uses electromagnetic fields for data transfer which identifies objects with tracking tags. Throw on some electronic credits and debits, and you have yourself a PlayPass Cashless Credit System. Fancy, eh?

Is it secure?

On top of removing the risk of you losing your wallet mid festi-fun, if your wristband does happen to go walkies you can have your old one instantly cancelled at a Top Up Station and continue spending the remaining amount on the band. You can only transfer amounts from a lost wristband to a new one if you have registered online. We unfortunately cannot recover any money that has been spent on the lost wristband, so please report any lost wristbands ASAP.

Why cashless?

· Due to the huge complexities of festivals, cashless systems are the industries best practice around the world.
· Cashless payments are safer and easier to use than traditional cash-handling.
· It means minimal queuing-time and maximum party-time for you.
· By Pre-loading and using Auto Top Up it means you can have a hassle free day!
· Losing your wristband won’t be like losing your wallet – we can transfer remaining amounts onto a new wristband.
· You get food dished up and drinks poured much more quickly.
· Any unspent money can be refunded on the Wednesday after the festival has finished quickly and easily – please note there is a £1 transaction fee from our payment provider. There will be a 14 day deadline after refunding goes live to claim back any unspent money, not including bundle free credits.

REGISTER

How do I register?

Step 1) Click “Sign up” at the top of this page!
Step 2) Choose the email address you’d like to have linked to your ticket and personal account.
Step 3) Choose a memorable password.
Step 4) Confirm your details on the activation email.
Step 5) Read and accept the Terms & Conditions.

You’re all signed up!

How can I link my ticket to my personal account?

Fill in your ticket number (this number can be found on your ticket, click on “where” for a hint image) in your personal account and save.

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

If you didn't receive the confirmation email, check in your SPAM folder as it may have ended up there. If not found in the SPAM folder and doesn't arrive after several minutes, send an email to cashless@smokedanduncut.com we will get back to you asap.

How can I add more tickets to my account?

Ticket purchase and Personal Accounts are separate. If you have bought multiple tickets on your email, you can distribute your tickets to your friends where they can set up their own personal accounts to add credits. 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.

If you want to register your ticket as a family and have a main account holder who will distribute credits among multiple tickets, please read below:

We are a family/group of friends, how does this work with registering and credits?

Step 1) Main ticket holder opens an online personal account.
Step 2) Go to the "Family & Friends" section, and enter the ticket numbers you wish to link, and name the band to the ticket holder.
Step 3) They can then input all of the other ticket codes into the family section one at a time, and give them tickets nicknames to label them.
Step 4) Select the wristband you want top up and upload the amount.

Each individual account must be topped up in a separate transaction. Funds cannot be split between wristbands.

I bulk bought tickets – how do we top up?

To add credits independently, each ticket must be registered to a personal account separately using different email addresses. See above for more details.

How can I register my account during the festival?

If you’re 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.

Do I have to register with my personal information?

You are welcome to remain anonymous and not use any personal information on your account. In this case you would enter the festival where your wristband would be activated upon entry. You can still top up at the Top Up Stalls and you will only be identified by your wristband number. You will still be able to have unspent credits.

We highly recommend registering a personal account as it gives you a bunch of extra benefits, including enabling Pre-loading on credits, Auto Top Up, Bundles, tracking your purchase history and transferring lost wristband credits when you spend over a certain amount!

Can I create an account without a ticket?

No, you will need to have a valid ticket ID number to create a PlayPass account.

Someone else bought my ticket, can I create a personal account?

Yes, this is not a problem. All you need to do is enter the number of your ticket to the festival and link this to your personal account.

My ticket number won’t let me register, what do I do?

Firstly, double check your ticket number is correct! One of the more common problems reported is inputting an 'S' instead of '$' when typing in your ticket number.

If this is still not working it is possible that your ticket number is still not yet known in the cashless system. If this does not work within 24 hours, please contact cashless@smokedanduncut.com to resolve the issue.

How do I get my wristband?

Your wristband will be issued when you have your Entrance Ticket scanned at the festival when you arrive.

TOP UP / BALANCE

How do I top up my wristband?

You can add credits to your wristband before the festival on your personal account. This includes registering for Auto Top Up so you never have to worry about this during on the day. You can also top up during the festival at one of the Top Up Stalls and pay by card or cash, or through your online PlayPass account on your mobile device. You can also check your balance on your PlayPass account on your phone, or ask a member of staff when you make a transaction. Keep in mind that you'll need your ticket number in order to register and start topping up your wristband.

What are the different options for online top-up?

You can pre-load one cash bundle online before the festival including £35, £50, £75, £100, £150, £200, £250 and £300. We are giving away 10% of free credits to your first bundle purchase over £100 which means more bang for your buck! You can only spend your 10% free credits once you have spent your initial top up. Please note the free credits will not be eligible for credits, and you cannot pre-load on the day of the festival - another great reason to get cashless-prepped before the day. On the day you can top up any amount you want!

Bundles:

£100 – you get £10 free!
£150 – you get £15 free!
£200 – you get £20 free!
£250 – you get £25 free!
£300 – you get £30 free!

What’s an automatic top-up?

Automatic top-ups are automatically renewed each time your balance goes below zero during the festival. You can enable this option in your personal account in advance, which means less time worrying about topping up and more time for festi-fun! Automatic Top Up is NOT available to activate on the day of the festival, so we highly advise signing up for this beforehand!

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

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

However, if you register your tickets and account as a Family Account, the main account holder can pre-load the other the registered ticket holder's wristbands. Please note, the main account holder must select which account they wish to top up before completing the transaction.

How much should I top up my wristband with?

You can charge 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.

For security reasons the maximum you can top up is £500.

Does my wristband have an 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. Your credits cannot be transferred to another festival.

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

If the balance on your wristband is too low, unfortunately you won’t be able to purchase your goodies. Our staff will ask you to go to top-up at the Top Up Stall. To avoid queues, you can top up online too in your personal account. We highly recommend registering before the festival and selecting Auto Top Up online. This means you'll never need to top-up during the festival, as your balance will update automatically.

What if I have doubts about my balance?

At each Food Stall and Bar and before/after each transaction you can check the remaining balance on your wristband. If you have doubts about any past transactions, you can go to the Top Up Stall and speak to one of the team and ask for your transaction history. You can also turn to your personal account for this as well.

ON THE DAY

What can I buy with my wristband?

Inside the festival, your wristband is the ONLY accepted payment method apart from with a handful of stalls in our marketplace of independent traders. You can use it at every Food Stall and Bar and to pay for Feasting tickets.

How do I pay for food, drinks and merchandise with my wristband?

To pay for items with your wristband, our staff will simply zap your wristband with their device – and that’s it! You can check your transaction history on your personal account or ask our staff at the time of transaction for an update of your balance.

Is my wristband waterproof or sun resistant?

Yes, your wristband will keep working rain or shine!

What happens if I lose my wristband?

Our wristbands are extremely secure, so in the very unlikely event that you lose your wristband please let one of the team know at the Top Up Stalls immediately so we can begin to issue a replacement. Your old wristband will be cancelled and a new one will be issued with the remaining amount left on your account. Please note we cannot refund any lost credits on your wristband between losing it and cancelling, so make sure you put your band on tightly!

How can I check my wristbands balance?

You can check your balance at each Food Stall and Bar, at the Top Up Stalls or on your personal online account.

What if the Food Stall or Bar charges an incorrect amount?

If you think you have been charged an incorrect amount after having made a purchase, tell the staff member who charged you immediately and they will be able to contact a senior team member to issue a refund.

REFUNDS

How do I recover unspent balance?

You can have your unspent money refunded on the Wednesday after the festival is over and out. You will have 14 days following this to claim your unspent money. We will be in touch with how to do this, as well as your refund link. There will be a £1 charge to process your refund. To claim back your unspent pennies is VERY IMPORTANT YOU KEEP YOUR WRISTBAND or make a note of the number printed on the back of your wristband. This is because you need this number to enter into the web portal so your wristband and any unspent money can be identified. IF YOU THROW YOUR WRISTBAND AWAY OR DO NOT MAKE A NOTE OF THE NUMBER ON THE BACK, WE MAY NOT BE ABLE TO PROCESS YOUR REFUND. Please note, you are alternatively able to claim a refund by providing the ticket number in your confirmation email. Please note you can only claim refunds against the wristband that you activated.

How can I get an online refund?

Online refunds will be open on the Wednesday after the festival and you will have 14 days to claim this following the Wednesday. We will get in touch with a link and instructions on how to claim your unspent credits. There you will have to fill in the 14 characters of the unique code that comes on the back of your wristband and the details of the bank account where you want your money refunded. The refund will be paid back after the refund period is finished. Please take into account that processing all the requested refunds might take some time.

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 cannot be refunded, and the £1 processing fee will also be deducted. Please note any free money you received when purchasing bundles will be marked as FREE to avoid any confusion.

The refund period has passed, can I still get a refund?

The length of the refund period has been set up and communicated in advance by PlayPass. Unfortunately, if the period has passed, refunds cannot be processed anymore.

Where can I find a list of all items paid for?

In your personal account you can find a history of all the items you paid for during the festival.

I’ve filled in the refund form with the incorrect bank details

No worries! Send an email with your bank details and your wristband number to PlayPass at cashless@smokedanduncut.com and we’ll adjust the details for you!

Why do I have to pay a transaction fee to regain my refund?

Unfortunately, the transaction fee is a banking/processing fee established by PlayPass to cover the transaction cost to get the money back into your account.

Who do I contact if I’m having issues?

If you are having any account or PlayPass related issues/queries please email cashless@smokedanduncut.com