FAQ

What's cashless?

Cashless is a payment system that makes transactions inside the festival faster and easier. You will have a wristband where you can load the amount of money that you plan to spend and use it to pay for drinks, food, merchandise and rides inside the festival area. At the end of the event you'll be able to refund the remaining balance online, so don’t be shy!

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 load money onto my wristband?

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

How can I top up my wristband online?

You can load your wristband with spending money online before and during the festival. Go to the cashless page of the festival's website and register with your email and ticket barcode number. If you are already at 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.

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 didn't receive the confirmation email, please check your JUNK folder. If it's not there either and doesn't arrive even after several minutes, send an email to our customer service team and we will get back to you.

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 with the selected amount: if you run out of credit in the festival, you'll have to top-up again online or on site. Automatic top-ups instead are automatically renewed each time your balance goes below zero. Please note that free credits are only applied for the first purchase of each associated credit pack.

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

No, both the account and your wristband are personal and you can only have 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. If you are purchasing multiple tickets or arriving together, please make sure each individual produces the correct ticket for scanning at the entrance.

How much money should I load onto my wristband?

You can top up your wristband with the amount that you want, but we suggest to add 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 as many times as you want. For security reasons, the maximum amount accepted on the wristband is £300 at a time. For example, if you already have £200, the maximum you can add will be £100.

What can I purchase with my wristband?

At the festival, your wristband is the only accepted payment method. You can use it at every bar, food stall, ride and stall in the festival area.

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 top up at any of the top-up booths and will indicate the one closest 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 get a refund on unspent funds?

If you don't spend all the money on your wristband, you can request a refund online after the festival. Remember to keep your wristband safe when you leave the festival, as you will need the unique number to request a refund.

How can I get a refund online?

Online refunds will open at 12pm on Tuesday 25^th September 2018 and will close at 12pm on Friday 28^th September 2018. Please note that there will be a £1 refund processing fee. During this time, there will be a link to the refund form on the festival’s website. You will need to enter the unique 14-character code on the back of your wristband 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 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 will not damage your wristband.

How can I check my balance?

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

What 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 and keep it safe. If you do lose your wristband or have it stolen, you can ask for a new one at the information point. You'll be asked to show your ticket and will be given a new wristband, but it won't have any of the money you had on your previous wristband.

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.