FAQ's

Your Questions', Answered.

Frequently Asked
Questions

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.

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 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.

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.

Not enough Answers?

Hero Ticket
  • Capitol Hill, 6 Benmore Rd, Morningside, Sandton, 2057
  • +27 60 716 6959
  • info@hertoicket.co.za