You are taking part in an event Who uses the ticket office or the Cashless Wilout?
Bank debit in the name of Wilout, what does that correspond to?
You either have:
- purchased a ticket via our online mini-site
- participated in an event where we provide a cashless system
Wilout is a self-service and cashless online ticketing provider for event organizers. This is why you have probably seen the name Wilout appear in certain items such as electronic tickets or a bank debit.
I received an expiration message while finalizing my order. Should I be worried about it?
If you have encountered this message, it is because the time allowed to finalize your order has expired and it has therefore not been taken into account.
We invite you to repeat your order and finalize the payment within a maximum of 15 minutes.
Will I get an invoice after I buy my e-ticket?
After your purchase, you will receive an email including your e-ticket with your name and surname as well as your order number within a maximum of two hours. This document acts as a customer invoice and will be the only document issued by Wilout.
However, you can download the invoice on the mini-sales site by ticking “receive an invoice” when buying tickets.
Do I need to print my e-ticket?
We recommend that you print your e-tickets. They can be printed on any type of printer in A4 format, in Black & White or in Color. You will need to print as many sheets as seats purchased, with one printed sheet representing one ticket.
It is possible to keep your e-tickets in electronic format and have them validated from your smartphone.
However, it is your responsibility to check the availability of these on your mobile device. Indeed, some areas do not have a sufficient Internet network to allow you to access your email or online items. Failure to present this document will automatically result in non-acceptance on the day of the event.
Is the payment secure?
You want to buy a ticket and you are wondering if your payment is secure.
Rest assured, Wilout is a perfectly secure online ticketing solution that meets all standards and norms in force. Wilout integrates, among other things, the SSL standard as well as 3D-Secure control and the Payzen gateway. SSL (Secure Socket Layer) technology guarantees the confidentiality of payment data through the encryption of information.
So you have nothing to worry about, your banking information is 100% secure.
What do I need to buy a ticket?
You must have a valid email address, a telephone number where you can be reached and a valid bank card in order to finalize your order.
After that, you will receive your e-ticket by email within a maximum of two hours at the email address used during your purchase.
Due to a bad handling, I deleted the email that contains my e-ticket, what should I do?
Don't panic! All you have to do is go to the event's mini-ticketing site. At the bottom right of the page, click on “get my tickets”. Enter the email address you used to order your tickets. Afterwards, you will receive an email with your e-tickets.
However, if you are unable to pick up your tickets, you can contact the event organizer to have them returned to you.
If this problem occurs within 24 hours before the event, it is not guaranteed that the organizer or Wilout will be in a position to respond positively to your request. This is why we recommend that you save and/or print your e-ticket as soon as it is purchased.
Finally, please note that only the first person to present the ticket will be admitted to the event. Remember to be attentive, and to watch over your e-ticket, do not publish it on your social networks in order to avoid any loss or theft.
If an event is cancelled, will I be reimbursed for my purchase?
In case of cancellation, you will be notified by an email from the organizer. Each organizer manages cancellations in a specific way, which is why we invite you to contact their support team to find out their refund process.
Wilout cannot under any circumstances be held responsible for the cancellation of an event and will therefore not be in a position to provide any refund to participants.
How do I change or cancel my order?
For any modification (example: changing the name of the participant, removing or exchanging a ticket...) or deleting an order, you must contact the event organizer directly. He alone is authorized to modify or cancel an order.
Please note that in general, the e-tickets sold are neither refundable nor exchangeable.
I would like to exchange my tickets for another date, what should I do?
For any exchange request, we invite you to contact the event organizer, he will be in a better position to answer you.
I did not receive the email confirming my order, is my reservation taken into account?
First of all, remember to validate your order. Next, make sure that the email address you entered when you purchased is accurate. Finally, check your junk mail; the email that includes your e-ticket may be considered spam.
In the event that you are unable to find your e-ticket, we invite you to contact the event organizer directly. The latter will be able to find your order if the operation has been successfully completed.
Can Wilout teams tell me about the event I'm taking part in?
No, Wilout does not have any information concerning the organization of the event you are attending. Wilout is a software solution used by the event organizer to market their e-tickets.
Wilout is not in a position to make a refund, a cancellation or a modification on your order without this being expressly requested by the organizer of the event from its Wilout management space.
For all these requests, we invite you to contact the event organizer directly via the means he has made available to you: website, contact email address, telephone line or even social networks.
Why are some transactions subject to fees?
Two types of fees may apply, both defined by the organizer:
Reload fees
This amount is charged only once per cashless card or bracelet, during your first recharge, whether online or on site.
Refund fees
They are deducted from each refund by cashless card or bracelet. These fees are automatically deducted from the amount that will be paid to you.
How do I get the money left on a cashless card or bracelet?
To recover the remaining balance on your cashless card or bracelet:
- Log in to your cashless account.
- Go to the “Refund” tab.
- Enter your bank details: beneficiary name and IBAN.
- Click on the “Refund remaining balance” button.
- Select the cards or bracelets you want a refund for.
- Click on the “Confirm” button to validate your requests.
- Your refund requests are displayed in the history, at the bottom of the page, in the “Refund” tab. This history allows you to find and monitor the status of your requests. The status is automatically updated and an email is sent to you to let you know the progress.
Notes :
Refund requests are only open during the period defined by the organizer. Please make sure to make your request within this time frame, otherwise your balance will be permanently lost and considered a donation to the event.
How do I get an invoice related to an expense?
To get an invoice related to an expense:
- Log in to your cashless account.
- In the “My Balances” tab, click on the medium used during the purchase.
- Access the history at the bottom of the page.
- Click on the ticket icon associated with the transaction in question.
- Then complete your invoice by filling in the required fields. Remember to click “Save” once you have completed the fields.
- Finally, download your invoice by clicking on the button located at the bottom right of the document.
Where can I find the history of his operations?
To consult the history of your transactions:
- Log in to your cashless account.
- In the “My balances” tab, click on the cashless medium whose transactions you want to consult.
- The history is at the bottom of the page.
- You can view the details of an operation by clicking on the line in question.
- You can also get an invoice linked to a transaction by clicking on the corresponding icon (see the FAQ “Obtaining an invoice linked to an expense” for more information).
How do I top up my cashless account?
To top up your cashless account, you have two options:
On site, during the event :
Go to one of the cashless banks present at the event. Indicate the amount to be credited, pay the amount requested, then present your cashless support.
Online, from your cashless account :
- Log in to your cashless account.
- In the “My balances” tab, click on the cashless device you want to recharge (card, bracelet, ticket or virtual support).
- Then click on the “Reload” button.
- Define the amount you want to credit to the selected medium, then continue to the payment page.
- Fill in your bank card information, then validate the payment via the 3DS system.
- Once the payment is complete, a confirmation email will be sent to you.
Notes :
Charges may be applied when you top up for the first time. For more information on this, please see the FAQ: “Why are some transactions subject to fees?”
How do I link a cashless card or bracelet to my online account?
If you already have an account and want to associate a new cashless card or bracelet with it:
- Sign in to your account.
- Go to the “My Sales” section.
- Click on the “Add” button.
- Enter the number on your cashless card or bracelet.
- Click on “Validate” to finalize the addition.
How do I create a cashless online account?
To create your cashless online account:
- Go to the site provided by the organizer or directly to the official site of the event, then look for the Cashless section.
- Complete the form in several steps, starting with entering your email address. If an account already exists, you will be automatically redirected to the login page.
- Be sure to follow the various registration steps. Once your account is created, you will be automatically connected to your cashless space.
