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 CASHLESS REFUND POLICY

 

Customer support: email info@rootsnbluesnbbq.com

All credit left unredeemed by the close of the event on September 30, 2018 will be refunded in accordance with the terms below:

  • Credit & Debit Card: Leftover funds in your account, purchased online or onsite at the event using a credit or debit card, will automatically be refunded back to your card (less a $5.00 refund processing fee) within 10 business days following the end of the event.
  • Cash: Leftover funds in your account, purchased onsite at the event using cash, will require you to complete a Manual Refund Form, available from the Refund page in your cashless account (less a $5.00 refund processing fee). Click the “Register Your Wristband” button below to get started.

The deadline to apply for a manual refund is October 14, 2018. Upon verification, the refund will be processed within 10 business days following the closure of the refund form.

FOR CASH TOP UP REFUNDS

 

HOW TO REGISTER YOUR WRISTBAND FOR CASH TOP-UP REFUNDS:

STEP 1 – Create Your Account: Click on the “Register Your Wristband” button to be re-directed to the registration page. Simply enter your personal details and click “Register.”

STEP 2 – Login To Your Account: An “Activation” link will be sent to the email address you used for registration. Once you activate your account, login and click the “Wristbands” tab then “I have a wristband” button to link your wristband to your account.

STEP 3 – Applying for a Refund: Click the “Refund” Tab from the top menu. From here you will be required to fill out the “Manual Refund Form” in order to have your unspent funds refunded back to your bank account.

 

Need help? Email Customer Service at info@rootnsbluesnbbq.com

 

Cashless FAQ

When will I receive my wristband?

U.S. & CAN Orders

For those who purchase tickets by 11:59pm on September 4, you will receive your wristbands in the mail by September 14. As each order is fulfilled, an email will be sent with your USPS tracking number (U.S. orders only). Once you receive your wristband, create your cashless account and link your wristband online before you arrive to the event.

For those who purchase tickets after 11:59pm on September 4, bring your e-ticket (mobile or printed) and photo ID to Will Call/Ticket Swap onsite to exchange your ticket for your wristband.

If you have not received your USPS tracking number or wristband by September 14, please email rnbwristbandsupport@yaengage.com with the following information:

  • Ticket order number
  • Purchaser full name
  • Mailing address

International Orders

All international orders will be available for pick up at Will Call/Ticket Swap onsite. Please bring your e-ticket (mobile or printed) and photo ID.

 

Where is Will Call/ Ticket Swap located and what are the hours of operations?

Will Call/Ticket Swap will be located at the Music Festival Gate entrance to Stephens Lake Park. 

The Music Festival Box Office will open at 10 a.m. on Friday, September 28.

 

If you have a paper ticket, or have a ticket in will call, you’ll have to swap for a wristband at the box office or the Swap Night at Academy Sports on Thursday, Sept 27, 2018. Make sure to bring your order confirmation or paper ticket with you and your ID.

 

I purchased my tickets before 11:59p.m. on September 6 but I haven't received my wristband in the mail yet. Who should I contact?

Wristbands will ship in batches beginning on September 7 and should be received by September 14. If it is past September 14, please email rnbwristbandsupport@yaengage.com with your ticket order number, purchaser full name and mailing address.

 

I lost my wristbands/never received it in the mail! How do I get a replacement?

Please visit Will Call/Ticket Swap onsite for a replacement pass. Make sure you bring your e-ticket as well as your photo ID. If you are not the original purchaser, you will need to bring a letter from the original purchaser, outlining their consent for pick up, as well as a copy of their ID.

 

The order that was shipped to me is missing wristbands/different than what I purchased. What should I do?

Wristbands are shipped by order, meaning that if you purchased tickets at different times, they will be shipped to you separately. Wristbands are fulfilled and shipped in batches, so you may not receive all of your orders on the same day.

If by September 14, you have not received all of your orders, or the order your received was incorrect, please email rnbwristbandsupport@yaengage.com with the following information:

  • Purchaser full name
  • Mailing address
  • Ticket order number (of not received or incorrect order)
  • Expected order items
  • Shipped order items (please include the 16-digit UID)

 

I need to change my address. Who should I contact?

All address changes must be made before 11:59pm on September 4. After this, we will be unable to make any address changes. However, you can request to pick up your order at Will Call/Ticket Swap by emailing rnbwristbandsupport@yaengage.com.

 

I need to change/add to my order. Who should I contact?

All orders are non-transferable and non-refundable. However, if you have questions about what you purchased, please email: customersupport@ticketfly.com. To buy additional passes, please visit our Tickets page

 

My friend and I purchased our tickets the same day. They received their wristband but I have not received mine yet. Should I be worried?

Not to worry! Wristbands are fulfilled and shipped in batches. If your order is being shipped within the U.S., you will receive a USPS tracking number once your pass has been mailed. If you purchased your tickets by 11:59pm on September 4, but have not received your USPS tracking number or your wristband by September 14, please email rnbwristbandsupport@yaengage.com with the following information:

  • Ticket order number
  • Purchaser full name
  • Mailing address

 

What is a cashless account?

Think of a cashless account as a pre-paid account, and your RFID wristband as the key to that account. The funds you top-up are stored in this account, and each time you tap your wristband to make a purchase, the amount will automatically be deducted from your account balance.

 

Why is it important to register your wristband?

  • Ability to top-up your account in advance, saving you time from visiting a “Top-Up Station” at the event
  • Email notifications of all your top-up and purchase transactions
  • Tracking of your on-site purchases
  • Automatic refund after the event (for any leftover credit from online top-ups)
  • Refund requests from cash top-ups onsite must be submitted from a registered account
  • If you ever lose or break your wristband, customer service will be able to cancel and re-issue you a new wristband and transfer your account balance – but only if you are registered

 

Can I link more than one wristband to my cashless account?

Register a new account for each wristband if you want to keep your spending separate. Assign a wristband to each of your friends and have them each create a new account with their wristband numbers.

Individual Cashless Account:

Link only one wristband to a cashless account for individual spending.

Shared Cashless Account:

Link two or more wristbands to your cashless account to allow all linked items to make purchases from the same pool of funds. Once a wristband is linked to a cashless account or topped-up, you won’t be able to create a new cashless account for that item or add it to another cashless account for shared spending. You will not be able to separate the spending amounts of linked wristbands.

**To take advantage of a Shared Cashless Account, make sure you link all wristbands before you top-up.**

 

 

I purchased a Friday and a Sunday wristband. Do I need to link them both to my cashless account?

YES! In order for all of your wristbands to access your top-up funds, you must link both wristbands to your registered cashless account. If you topped-up your Friday wristband but did not add it to a registered account on Day 1, you must create your cashless account and link the Friday wristband FIRST (this transfers the funds from your wristband to your account.) Second, add your Sunday wristband to the account for Sunday spending.

 

How do I top-up credit?

There are several ways to top-up your cashless account, but we always recommend topping-up before you arrive:

Before the Festival:

Once you’ve created your cashless account and linked your wristband, you can top-up your account at any time, either from your computer or smartphone.

At the Festival:

You can top-up at one of the onsite Top-up Stations located throughout the event grounds, and trained staff will be on-hand to help you through the process. If you’ve registered your cashless account, you can top-up at any time right from your smart phone!

 

How do I make a purchase?

Now that you’ve topped-up your account, you can make cashless purchases for food, drinks and merchandise at the music festival. Once you’re at a vendor location:

  1. Tap your wristband on the RFID reader.
  2. Place your order with the staff.
  3. Tap your wristband a second time to confirm your transaction.

The amount will automatically be deducted from your account. It’s that easy!

 

Can I combine the credit of two wristbands?

The only way you can share credit is to have those wristbands as part of a shared account. Wristbands can only be added to a shared account prior to having been topped-up or registered to an individual account.

 

Can I split the cost of something with a friend?

No, 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.

 

How do I check my cashless balance?

If your wristband is registered to a cashless account, you can log in and check your balance at any time. Or, simply tap your wristband at any payment point or Customer Service location and your cashless balance will be visible from the reader.

 

I froze my wristband by mistake, so how do I unfreeze it?

The “Freeze” feature, which is only available to registered users, allows you to “freeze” a lost or stolen wristband so no further purchases can be made. You can freeze your wristband from the “Wristbands” tab of your cashless account, and can unfreeze by clicking the button a second time. Or, visit any Customer Service station for assistance.

 

How do I get a replacement wristband if it's lost or I pulled it too tight?

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 wristband*. Please bring valid photo ID. Link the new wristband number to your account and continue having a great time – your money is still in your account if you’ve previously linked it.

If you did NOT create an online account and didn’t link your wristband, unfortunately your remaining credit balance can no longer be retrieved. To get a inquire about a replacement wristband*, visit Customer Service 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.

We strongly recommend you create an account and link your wristbands to that account prior to the event. Treat your wristband the same way you would treat cash. The Festival is not responsible for any funds stolen/missing from your wristband if you lose it.

*A wristband replacement fee of $25 applies to all replacements made.

 

What is your refund policy for leftover credit?

All credit left unredeemed by the close of the music festival on September 30, 2018 will be refunded in accordance with the terms below:

  • Credit Card & Debit Card: Leftover funds on your account purchased online or on-site at the event using a credit card or debit card will automatically be refunded back to your card (less a $5.00 refund processing fee) within 10 business days following the end of the event.
  • Cash: Leftover funds on your account purchased on-site at the event using cash will require you to complete a Manual Refund in your online account page (less a $5.00 refund processing fee). Upon verification, the refund will be processed within 10 business days following the closure of the refund period.
OR! Donate your unused credit to Blues in the Schools before you leave the festival at any of the top up stations throughout the event or at the Box office on your way out.

 

Your donations will help us take a giant leap forward in providing personalized music instruction specifically for those young people whose household family income cannot provide this opportunity.

To contribute is so simple.  At the completion of your 2018 Roots N Blues N BBQ Music Festival experience, simply stop at one of the five Roots N Blues Foundation top-up stations on the Festival grounds, or at the exit gate, tell our volunteers you want to contribute your unused funds from your Festival wristband to the Roots N Blues Foundation.

 

Additional Terms:

  • All refunds are subject to a $5.00 refund processing fee.
  • Refund processing is subject to verification of the data entered 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 Oct 14, 2018.

 

I still have questions or troubleshooting issues?

Please e-mail us at info@rootsnbluesnbbq.com

If you’re having trouble with your account, please provide the following information:

  • Your full name (If you’ve registered an account, please include the registered name)
  • Wristband number(s) if applicable
  • Details of your issue, as applicable
    • What action you are trying to take (topping up, registering, etc.)
    • Where the problem appears (e-mail, login screen, external payment site, etc.)
    • The exact error message you’re receiveing
    • Transaction number

If you have questions on-site at Roots N Blues N BBQ, please speak with a representative at Customer Service or a Top-up Station.