FAQ Ticketing – Hero Ticket

 

OFFICIAL TICKETING & SECONDARY TICKETING

Event Tickets can be obtained via our official ticket channels on our event website, via Hero Ticket or in the official resale. For security reasons, our tickets are personalized, that means that each ticket must be assigned to the person who visits the festival.

Therefore, we strongly advise you to buy your tickets only at the designated ticketing platforms and not via third parties so as not to fall for fraud. We also provide you with an official resale via Hero ticket and your event account.

 

GENERAL TICKET INFO

Can I return my ticket?

Tickets are non-refundable and cannot be returned. However, it is possible to transfer the ticket in your account to another person if you are unable to attend. Once you have forwarded a ticket, the new ticketholder must download the ticket from his account. Another option is to resell your ticket through the official resale via your account.

Do I have to print my ticket?

Yes. But before printing your ticket, you must activate it in your account. After successful activation your ticket will be highlighted in green and you can download it by clicking on the ‘download’ button. Please print the PDF file and take it with you to the entrance along with a valid photo ID.

Important: You do not have access to the event grounds without a valid ticket.

Can I share a ticket with friends? One comes Saturday, one Sunday?

Nope, that’s not possible. Each ticket is only valid for only one person and cannot be shared with others.

What do I have to bring to the event entrance?

At the event entrance, you need your ticket and a photo ID. Please remember to print out your e-ticket or bring show your ticket on your mobile device and we can scan your ticket. You will not be allowed into the event without a valid ticket and photo ID.

Do I have to pass on tickets bought for my friends?

Yes, if you bought the tickets for yourself and your friends, they are all in your event account dashboard. Please note: For every visitor to get access to the event, every ticket has to be assigned to that individual person by name and connected their own, valid email address. Check ‘ticket activation’ video for a detailed guide.

TICKET ACTIVATION

Why does my ticket have to be activated?

The activation and personalization is mainly for your personal protection. By assigning a person to a ticket, we make sure that only the legal owner gets access to the event. It also keeps the fraud market from driving up the ticket prices and prevents ticket counterfeiting.

How do I activate my ticket?

By email ticket activation or Hero Ticket website dashboard login: Once you placed your order, you were sent an email prompting you to activate the tickets. This gives you the opportunity to activate your tickets right away. Choose your ticket and follow the instructions, then you have access to your own event account dashboard and you can manage your ticket at any time.

What does the ticket overview do?

Register and sign into your event account to manage your purchased tickets. In the ticket overview, you can see which tickets have not yet been assigned to a person and which have already been successfully activated. Activated tickets are highlighted in green. Non-activated tickets can be edited to change the owner, to assign it to the person to whom the ticket belongs too.

What can I find in the ticket overview?

In the ticket overview you will find:

1.) Successfully activated tickets

2.) Additional tickets that do not need to be activated

3.) Non-activated tickets that need to be shared with your friends

How can I see if my ticket is activated?

If the ticket in your account is highlighted in green, then that ticket is activated and you should be able to check-in without a problem. Please bring a valid photo ID to the entrance.

I no longer have access to my e-mail address. How can I note this in my account?

In that case, you can just forward the ticket to your new email address. Check the ‘Ticket forwarding’ link for everything you need to know on the topic.

Do I still get access to the site without activation?

Nope, your ticket has to be activated in your name. Otherwise you will need to personalise it when you get there, which can lead to longer waiting times and delay. It’s best to do it at home.

The name on the ticket does not match my name. Can I still attend the festival?

Your name must be correct on the ticket. In ticket management, you have the option of forwarding the ticket to the person who would like to come to the event with it.

TICKET TRANSFER

What is the transfer function of the tickets?

If you have purchased a ticket but do not want to use it yourself, then you have to forward it to the person who is going to use it to get into the event. For example, if you sell a ticket off-market to someone else, then you use this feature to transfer the ticket to that person’s account.

I have several tickets in my account?

If you bought the tickets for yourself and your friends, they are all in your account. Please note: In order for every visitor to get access to the site, each ticket has to be assigned to that individual person by using their own name, valid email address. For more detailed instructions, visit ‘How can I forward the tickets?’

How can I pass on tickets?

You forward tickets through your event account dashboard. First log in, then:

1.) Click the ‘Manage Tickets’ tab to see an overview of your tickets. Green tickets have already been successfully activated.

2.) If you want to assign the ticket to someone else, you have to delete the first name you assigned it to.

3.) Once that’s done, go to ‘Edit owner’ to enter the new recipient’s information. Important: If you enter your own email, the transfer will not work. Please enter the email address of the person who will be using the ticket!

4.) Then click the ‘Start transfer now’ button.

5.) Click the ‘Send forwarding email to recipient’ button to successfully complete the transfer.

Can I stop the transfer?

As long as the ticket recipient has not yet accepted it, you can cancel the transfer. You can do this online by logging into your event account dashboard.

How do I know that the transfer worked?

You will get an email once the ticket is accepted. You also will not be able to see the ticket in your account.

How does the recipient get the ticket?

Depends on the kind of ticket. If you own a hard paper ticket, you have to physically give or post it to the new owner. If you have an e-ticket, just forward the PDF file you received from the ticket provider.

The name on the ticket no longer matches the new name?

As long as the name is correctly entered into the system and the ticket has been transferred correctly, it should be no problem. Don’t forget to bring your valid photo ID to the event!

After passing on the ticket is no longer in my account. Why?

That’s because the ticket is now in the person’s account you forwarded the ticket. Means: If you can’t see the ticket in your account after forwarding the transfer was successful.

 

CASHLESS

CASHLESS WHAT?

At Hero Ticket, you can pay cashless and with a wristband or card at your event to prevent theft and increase security. You can easily top up credits in advance or at the event and refund easily after the event.

 

TOP UP BALANCE

Can you still pay in cash?

Nope. Cashless means cashless and is valid for the whole event  e.g. Including Vendor stalls, Bar, Merchandise stands.

How can I charge money in advance?

In the weeks before the event in your own event account dashboard under preloads & vouchers.

How much money do I have to charge minimum/maximum?

You are not required to load money on your wristband or card. This has no effect on the inlet. However, we recommend loading your wristband or card before the event.

Can I reload money locally or do I have to recharge in advance?

Sure, you can also recharge your wristband or card on the spot. However, we recommend charging in advance – is more convenient, faster and you can start directly without having to wait.

What possibilities do I have to charge my wristband or card on site?

The following options are available: Visa, Mastercard, EV, Debit card and cash. Please note that charging with cash on your wristband or card will incur a R5.00 refund transaction fee when you cashout.

Is it possible to recharge the wristband or card online during the Event? Is there a deadline?

You can always charge your wristband or card online. There is no deadline.

How can I charge money if my ticket was bought by another person?

The other person must first pass on the ticket that was meant for you. As soon as you have your own event account with the ticket, you can start charging up your wristband or card.

BALANCE & VOUCHER

Please, read the following information carefully before you start to shop:

General Info

As soon as you check in with your ticket at the event , your previously uploaded credit and vouchers will automatically be transferred from your event account dashboard to your chip on your event wristband or card. Most of our events are cashless, meaning you exclusively pay using the chip on your wristband or card.

All vouchers purchased from our shop should be used up during the event. Vouchers cannot be cancelled, returned or exchanged.

All vouchers purchased prior to the event can’t be transferred to other event goers of the same event, meaning all vouchers will remain in your event account dashboard even if you transfer your event ticket to someone else. If you want to transfer your ticket to someone else, it is imperative that you do so before purchasing anything else in our ticket shops.

All purchased vouchers can only be redeemed on location at the event site during the hours indicated. Please, make sure you know where to redeem your vouchers in advance.

For certain events – If you upload a certain amount of credit, you will receive “bonus money” which you only have access to if all your other credit has been used up and can only be redeemed at the bars or beer stalls. Since “bonus money” can’t be refunded after the event, make sure to use up all of it on location before leaving.

In case you have remaining credit on your wristband or card or in your event account dashboard, you can transfer the amount back to your bank account after the event. Please note that bonus money is excluded from this transaction.

CLAIM BALANCE

Can I reclaim my balance during the event?

Unfortunately, the payment of the balance due to technical reasons is not possible on site. The time from which you can post your remaining balance happens 2-5 days after the event, we announce on the Hero Ticket website or social media channels. To reclaim your remaining balance, log in to your event account dashboard and go to the ‘Transactions’ tab.

How can I withdraw my remaining balance? And from when?

In the week after the event, you have the possibility to reclaim your remaining balance in your event account dashboard, This is only possible with the number and PIN on your wristband or card.

Important: Keep the wristband or card until you get the amount back to your bank account.

PROBLEMS WITH YOUR WRISTBAND OR CARD?

What happens if the chip on my wristband or card is broken? What will happen to my remaining balance?

If you can identify yourself we can set up a event account dashboard on your behalf, you will get a new chip at the Hero Ticket event help desk. The old chip on your wristband or card will be blocked and the remaining credit credited to the new chip.

What happens if I lose my wristband? How do I get my remaining balance?

If you lose your wristband or card at the event , please go to Hero Ticket Event Help Desk immediately! There, the chip can be blocked and you get a new one, as long as you can identify yourself and have set up an event account dashboard in your name or by taking a picture of your unique UID number on the back of your chip on your wristband or card. The existing credit will be credited to the new chip on your wristband or card. If you lose the wristband or card including the chip after the event, you can still refund your remaining balance via your event account dashboard.

Important: Keep the wristband or card until you get the amount back to your bank account.

DATA PROTECTION

Will I or my consumption behavior be monitored?

Every use of the chip is recorded electronically. So every charge and every purchase. You are not completely anonymous. However, you do not have to worry about your personal data. The data in your event account dashboard, of course, is always under lock and key. We do not create movement profiles of event visitors, nor do we pass on data to partners and sponsors, and certainly do not sell. Of course, we comply with the applicable data protection rules.

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