Just like in previous years, you can pay with your wristband or chip card anywhere at ESNS. After the festival, you can easily get a refund of your remaining credit transferred to your bank account without additional charge. De Oosterpoort is completely cashless and in the Eurosonic venues you can pay cashless or with cash and/or a card.
Not clear what you need to do? Use our frequently asked questions below to get the answers you are looking for. Left with questions after going through our FAQ? Contact firstname.lastname@example.org.
What is RFID and how does it work?
RFID stands for Radio-Frequency Identification. ESNS will use RFID technology for cashless payment and access control. All visitors will be issued with an RFID event wristband on arrival. This will give you access to certain areas and allows and enables you to pay for food, drinks and merchandise without the need to carry cash around.
When you want to pay for something, simply touch your RFID tag on the reader and the money will be taken from your balance.
How secure is the RFID system?
Really secure. Your wristband/card is protected by a highly secure encryption that makes it impossible to copy or steal the money and all the information stored on it.
When will I get my RFID tag?
Your RFID tag will be issued after your ticket has been checked at the box office at Forum Groningen or the registration desk at De Oosterpoort / Forum Groningen. You will not receive your wristband before the event takes place. Don’t forget to register as soon as you receive your ticket(s) in the mail so you can preload your RFID tag with money to use at the event. You can do so here.
Do I need to do anything before the event?
You can create an online profile which allows you to pre-charge your wristband or chip card and request a refund after the event. To make a cashless profile, you will need a valid email address to get started. We strongly recommend you register as soon as you receive your ticket in the mail so you can preload your RFID tag with money to use at the event. You can login to your online profile here.
What do I do with my RFID tag?
Your wristband has a small chip attached to it, your RFID tag, which holds information on it, including the type of ticket you bought and how much money you’ve got to spend during the event.
When you want to pay for something, when instructed simply touch your RFID tag on the reader and the money will be taken off your balance. In De Oosterpoort the RFID tag will be used for access control as well, likewise, when you want to enter an area you have access to, you’ll be asked to touch your RFID tag on the gate reader to gain entry.
What can I buy with my wristband/card?
Our wristband/card is one of the accepted payment methods during the event. You can use it at all the official stalls and bars at the event.
Does my wristband/card have a limit or expiration date?
Your wristband/card will be valid for the entire duration of the event and you can use it as many times as you want. For security reasons, the maximum amount accepted on the wristband/card is limited to €200,-
Is my wristband/card water resistant
Yes, sun and rain are not a problem for your wristband/card.
What happens if I lose my wristband/card?
Losing your wristband/card is like losing your wallet and your ticket, so remember to tighten your wristband properly to your wrist or keep your card safe in your pocket. In case of loss or theft, you can go to the Info Point at the Grote Markt or inside De Oosterpoort and ask for a new one.
How can I register my personal account online?
On the ESNS website you will see a login button in the top right corner. When you click on this button, you can see two options: login or sign up, click “Sign up!”. Choose the email address you’d like to have linked to your ticket/personal account (attention: only one ticket/personal account can be linked per email address). Choose a memorable password and confirm by clicking “sign-up”. You can confirm your details by mail, you will receive a mail with a link to click on. By clicking this link you will be sent to your account to complete your registration.
Once signed up, please go to the cashless feature of your online profile on the website. Here you will be asked to fill out your first and last name, accept our terms and conditions, and connect your ticket to your profile using your ticket number. If you have connected your ticket number you are all set!
How do I find my ticket number?
This is the number directly under/over the barcode on your ticket.
Please note that this is not your ticket order number.
Someone else bought my ticket, does that matter?
That’s no problem. The person who will be attending the event should register their details and ticket on the website, so they can use it on site. Each ticket holder needs to have their own account if they want to pre-load, top up online or get refunds.
If you have created an online account and registered your ticket and can no longer attend the event, please email email@example.com.
I bought more than one ticket. Does everyone need to register?
Yes, every person who’s attending should register so they have control of their own ticket / RFID tag usage. Please make sure to remember which ticket belongs to which person / profile.
I have multiple day tickets for my own use; can I register them all on one account?
Register your first ticket online and when you are on site come to the Info Point at the Grote Markt or De Oosterpoort for assistance.
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. Conference delegates can find their ticket number in the special cashless instruction e-mail sent in advance of the festival. In case you are not able to retrieve your ticketnumber, please contact firstname.lastname@example.org.
After filling in your ticket number, you’re all done and ready to go!
How can I add more tickets to my account?
It is not possible to add 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.
How do I add money to my wristband/card?
You can charge your wristband/card online before and during the event or at any top-up point. If you want to charge online, go to the event’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 by card.
How can I charge my wristband/card online?
Charging your wristband/card online is possible before and during the event. Go to the cashless section of the event’s website and register with your email and ticket number. From the homepage of your personal account, select the top up option that you prefer. Add it to the basket and pay with any available payment options.
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 bundles. When you choose a top-up, 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 during the event, you’ll have to top up again online or onsite.
What’s an automatic top up?
Automatic top ups are automatically renewed each time your balance goes below zero during the event. You can enable this option in your personal account.
Please note: this feature is only available for credit card users.
Can I top up multiple wristbands/cards 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 wristbands/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.
For security reasons, the maximum amount accepted on the wristband/card is €200 at a time.
Does my wristband/card have an expiration date?
Your wristband/card will be valid for the entire duration of the event and you can use it as many times as you want.
You can request a refund of your remaining balance until February 16, 2020.
What happens 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 closest to you. To avoid queues, you can top up online too in your online profile. And if you selected an automatic top-up online, you’ll never need to top up during the event, as your balance will update automatically. You can also top-up with the Payconiq app and the QR-code on your wristband.
What if I have 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 at the Grote Markt or De Oosterpoort and ask for your transaction history or you can turn to your personal account for this as well.
NOTE: sometimes due to connectivity issues of the devices used in the event, 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.
How do I recover unspent balance?
If you didn’t spend all the money on your wristband/card, you can request a refund in your personal account. You can create / log in to your online profile here.
IMPORTANT: Remember to keep your wristband/card with you when you leave the event. You will need it to ask for your online refund.
EXCEPTION: On Saturday during Noorderslag you can get a cash refund at the Info Point.
How can I get an online refund?
Online refunds opens 3 days after the event and last until February 16, 2020. During this time you will find the link to the refund form on the event ‘s website. There you will have to fill in the 14 characters of the unique code that comes on the back of your wristband/card (for some events an additional pin code can also be required to apply for a refund, this pin code can be found under the first longer code) 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 event?
The refund system will automatically calculate the correct refundable balance. Credit that you have received for free as an incentive or a gift cannot be refunded.
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. 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 event.
NOTE: sometimes due to connectivity issues of the devices used in the event, there might be a delay in updating the transaction history that you see online or at the Info Point. In this case, please wait until the end of the day to get your confirmed transaction history.
I don’t want to use RFID, what are my options?
De Oosterpoort is totally cashless, so there are no other options. Outside De Oosterpoort, at the Eurosonic venues, you can pay with cash and/or cards as well. You will have a chip on your wristband nevertheless. You can collect an anonymous chip card at the Info Point to pay instead of the tag on your wristband if you wish to do so.
Can my movement be tracked with RFID technology?
No, it can’t. Your RFID tag will not be equipped with GPS technology and therefore it will be impossible to track your movements.
Tracking is solely based on the location of the devices. If you pay at a specific venue this location will be logged in the transaction history.
Do I have to register, can I not be anonymous?
You don’t have to register, but in order to receive a refund after the event you need to make an account with information that identifies you. If you do top up with a card online, your card details are stored with the payment provider only and will only be used for the refund. For more detailed information read the terms & conditions.
What do I do if I lose my RFID tag?
Please go to the nearest Info Point as soon as you realise you have lost your RFID tag. They will take a report of your lost RFID tag.
If you had money on your original RFID tag, this will not be transferred to your new RFID tag. The money on your original RFID tag can only be refunded post-event via your account and is subject to our terms and conditions. For security reasons we recommend you register before the event. For more information please see our terms & conditions. If you have any questions, you can email us email@example.com.
What do I do if someone steals my RFID tag or uses it if I lose it?
Please go to the nearest Info Point as soon as you realise you have lost your RFID tag. They will take a report of your lost RFID tag. If you had money on your original RFID tag, this will not be transferred to your new RFID tag. The money on your original RFID tag can only be refunded post-event via your account and is subject to our terms and conditions. For security reasons we recommend you register before the event. For more information please see our terms & conditions. If you have any questions, you can email us firstname.lastname@example.org.