Wristband Customer Support
DO NOT PUT ON YOUR WRISTBAND UNTIL THE DAY OF THE FESTIVAL!
(It will lock instantly and you won’t be able to remove it.)
PromoWest Fest IS A COMPLETELY CASHLESS FESTIVAL YOUR WRISTBAND IS YOUR TICKET AND YOUR DIGITAL WALLET
Exciting news! This year’s PromoWest Fest will be using RFID-enabled wristbands and cashless payment technology to enhance your festival-going experience! Your personalized festival wristband is your ticket to get into PromoWest Fest faster and will also be used as your digital wallet to make purchases at the festival – all with a simple tap of your wristband! This means you don’t have to worry about walking around the festival with your wallet or fumbling for change; instead, enjoy fast, convenient and secure transactions at all food vendors, beer gardens, and merchandise tents on-site using your high-tech, RFID-enabled wristband. Cashless is the only method of payment accepted on-site using ‘Festival Dollars’ as the official currency of PromoWest Fest ($1 USD = 1 Festival Dollar). There is a one time $2.00 wristband activation fee. Register your wristband online and ‘top-up’ by loading prepaid ‘Festival Dollars’ into your cashless account before you arrive – this will save you loads of time at the event, so you can go straight to partying at PromoWest Fest! You can also add more funds to your account at a physical Top-up Station located throughout the event or through our festival mobile app. Once your account is topped-up, you’re ready to make purchases onsite by simply tapping your wristband to one of the payment points at the vendor stands. The amount will automatically be deducted from your account – it’s quick and easy!
WHAT IS ‘ENABLE AUTO TOP-UP’?
The easiest way to add credit to your account is to “Enable Auto Top-up” when you’re adding credit for the first time. With the “Enable Auto Top-up” feature, your account balance will automatically re-load $25.00 pre-paid credit into your account when your balance drops below $10.00. This way, you never have to worry about running low on credit at the festival and you won’t need to spend any time finding a Top-up Station before making purchases on-site. The pre-paid amount will automatically be charged to your credit card and you will receive an email notification. It’s simple and super convenient! Wristbands & Cashless Payments
Feel free to top-up as much as you want or “Enable Auto Top-up” for maximum convenience. All unspent credit will be refunded back to you after the event (less a $3.50 refund processing fee). Please review our refund policy. Ready to begin your cashless experience? DO NOT PUT ON YOUR WRISTBAND UNTIL THE DAY OF THE FESTIVAL! Check out the video below to learn more about your festival wristband and how to put it on correctly. Do NOT wear the wristband until the first day of the festival! Once you put it on, you won’t be able to remove it, as it locks instantly! Wristband Instruction Video: http://youtu.be/ndpICHt5-TA
IMPORTANT: DID YOU PURCHASE MULTIPLE WRISTBANDS? Register a new account for each wristband if you want to keep your spending separate. Assign a wristband to each of your festival buddies and have them each create a new account with their wristband UID. FYI - If you add two or more wristband numbers into the same account, this is called a "Shared Family Account", and all linked wristbands will be able to make purchases using the same pool of funds in the account. You will NOT be able to separate spending amounts. Step-by-Step Registration
REGISTER YOUR WRISTBAND NOW
STEP-BY-STEP INSTRUCTIONS ON HOW TO REGISTER YOUR WRISTBAND
STEP 1 – Creating Your Account: Click on the “Register Your Wristband” button to be re-directed to the registration page. Click “Sign Up” to register with your information or use an existing Facebook account to sign up. You will receive an email from Intellipay asking you to confirm your registration by clicking the activation button in the email. Follow the instructions on the website to finish setting up your account.
STEP 2 – Linking Your Wristband: Once you’re logged in, click the “Wristbands” Tab at the top menu and select “I have a wristband”. Enter the Security Code (shorter number) and Wristband Number (longer number) located on the back of the RFID tag on your wristband. Click “Add”.
STEP 3 – Topping Up Your Account: Click the “Top-up” Tab at the top menu. You will be asked if you want to “Enable Auto-Top-up” (see below for details). You can click “Maybe later” or “Yes, enable”. Enter the amount you wish to top-up, review your order and click “Checkout” when ready. You will be re-directed to the payment site where you can enter your credit card information. You will receive confirmation of the transaction on the website, as well as an email receipt sent to your inbox automatically. You will also be able to view the transaction and download the receipt on your account page.
ENABLE AUTO TOP-UP: The easiest way to add credit to your account is to “Enable Auto Topup” when you’re adding credit for the first time. With the “Enable Auto Top-up” feature, your account balance will automatically re-load $25.00 pre-paid credit into your account when your balance drops below $10.00. This way, you never have to worry about running low on credit at the festival and you won’t need to spend any time finding a Top-up Station before making purchases on-site. The pre-paid amount will automatically be charged to your credit card and you will receive an email notification. Any balance remaining at the end of the event is refunded back to you! It’s simple and super convenient!
Q) What is “cashless” payment and how does it work?
Our cashless payment system operates in a similar manner to pre-paid cards. At PromoWest Fest, we will be using high tech, RFID-enabled wristbands that include an embedded electronic chip in the RFID tag that will act as your key to pay for food, drinks, and merchandise at the event. You will need to first create your cashless account, link your wristband information, and load pre-paid credits into your account (refer to the Step-by-Step Instructions). To make a purchase, tap your wristband on an RFID reader located at each vendor stand to open a transaction. Place your order with the vendor staff. To confirm and close the transaction, you will be required to use the same wristband to tap a second time. The order amount will automatically be deducted from your account.
Q) How does cashless payment benefit me? Cashless payment technology offers many benefits including:
- Faster transaction times
- Reduced wait time and line-ups
- Super convenient; no need to carry wallets and fumble through change/tokens
- Efficient and saves time through pre-top-up and auto-top-up; no need to hit the ATM
- Safe and secure; no need to worry about getting your wallet lost of stolen
- Overall, an enhanced guest experience!
Q) Do I need to do anything with my wristband before the festival?
Firstly, DO NOT put on your wristband until the day of the festival! This is very important. Once the wristband is on, you won’t be able to remove it, as it locks instantly! Before you arrive at the festival, to save yourself time, please register your wristband and create your personalized cashless account. Once you’re logged in, you will need to link your wristband information in order to top-up and add pre-paid credit into your account. Any leftover credit will be refunded to you in accordance to our refund policy. By pre-loading credit into your account online in advance, you can immediately visit the concession and merch stands when you arrive at the festival without having to look for a Top-up Station. You can always load more credit through our festival mobile app or at a physical Top-up Station located throughout the event grounds.
Q) Why should I register my wristband?
Creating an account and registering your wristband is not mandatory, as we are always very careful to keep you incognito. However, by signing up and linking your wristband, you gain access to cool online features such as being able to top-up in advance and add credit into your account to avoid lines at the event, track your on-site purchases, receive an automatic refund, enter into giveaway contests and more. PromoWest Fest is not responsible for lost or stolen wristbands. However, if you’ve created an account and linked your wristband in advance, we will be able to cancel and reissue you a new wristband at no cost to you. So we recommend you play it safe and register!
Q) I don't have my wristband, but I have a ticket number. What do I do?
You can still create an account online; however, you won't be able to top-up or add funds to your account until AFTER you get your wristband. When you arrive at the event, go to a Ticket Swap location and present your PDF ticket along with a valid photo I.D. A staff member will scan your ticket number barcode and issue you an RFID wristband. From there, enter the festival and visit a physical Top-up Station located throughout the event grounds to add funds into your account.
Q) I bought multiple tickets/wristbands, do I need to create multiple accounts?
Register a new account for each wristband if you want to keep your spending separate. Assign a wristband to each of your festival buddies and have them each create a new account. FYI – If you add two or more wristbands into the same account, this is called a "Shared Family Account", and all linked wristbands will be able to make purchases using the same pool of funds in the account. You will NOT be able to separate or specify spending amounts for each wristband.
Q) How do I add credits to my account at the festival?
You can top-up at one of the on-site Top-Up Stations located throughout the event grounds. However, vendor stands will not be able to top-up for you, so make sure you have enough credit on your account before making purchases. Trained staff will be on-hand to help you through the process. You can also top-up through our festival mobile app.
Q) Can I transfer my credits from my wristband to another one?
No, unfortunately you cannot transfer credits once they are in your personalized account. However, any leftover credit will be refunded to you in accordance to our refund policy.
Q) I’m going to the festival with a family member / friend and we want to share credits from the same account instead of having two accounts. Is that possible?
Yes, if you add two or more wristbands into the same account, this is called a "Shared Family Account”. All linked wristbands will be able to make purchases using the same pool of funds in the account. You will NOT be able to separate or specify spending amounts for each wristband. Make sure you want to share your credit before you link multiple wristbands. Once a wristband is added to an account, you won’t be able to create a new account for that wristband or transfer it to another account.
Q) Can I split the cost of something with a friend?
No, unfortunately you cannot split payment for an item. Only one wristband can be used to open the transaction, and that same wristband must be used to close and confirm the purchase. This is a security feature to ensure the purchaser is in control of their own spending.
Q) I've lost my wristband! What should I do?
If you’ve created an account online and linked your wristband to it, no worries! Visit Customer Service at the event and they will deactivate your lost wristband and issue you a new one. Please bring valid photo ID. Link the new wristband number to your account and continue having a great time – your money is still on your account if you’ve previously linked it. However, if you did NOT create an online account and didn’t link your wristband to the account, unfortunately your remaining credit balance can no longer be retrieved. To get a replacement wristband, visit a Customer Service kiosk and show proof of your original event ticket purchase along with valid photo ID. If someone else bought the tickets on your behalf, you will need to bring the original purchaser with you to the kiosk and show proof of purchase along with valid photo ID. Replacement wristbands will be issued at the discretion of the Customer Service Representative. To avoid this issue, we strongly recommend you create an account and link your wristbands to that account prior to the festival. Treat your wristband the same way you would treat cash! We are not responsible for any funds stolen / missing from your wristband if you lose it.
Q) What if I have leftover credit at the end of the event? What is your refund policy?
All credit left unredeemed by Date will be refunded in accordance with the terms below:
- Credit Card: Leftover funds on your account purchased online or on-site at the event using a credit card will automatically be refunded back to your card (less a $3.50 refund processing fee) within 10 business days following the end of the event.
- Debit Card & Cash: Leftover funds on your account purchased on-site at the event using debit card or cash will require you to complete a Manual Refund in your online account page (less a $3.50 refund processing fee). Upon verification, the refund will be processed within 10 business days following the closure of the refund form.
Additional Terms Applied to All Regions:
- There is a one time activation fee of $2.00 for all wristbands.
- All refunds are subject to a $3.50 refund processing fee.
- Unspent Bonus credits will not be refunded and cannot be used to pay for the $3.50 refund processing fee.
- Refund processing is subject to verification of the data inputted by the guest in the Manual Refund Form. The guest is responsible for submitting accurate data.
- The deadline to apply for a manual refund is July 31st, 2016
PromoWest Fest will be postponed this summer.Read the Press Release