Your Download 2019 Loyalty Scheme FAQ has arrived. Separated into SEVEN key areas, please read each one carefully before applying via our Application Form.
- TIMELINE (KEY DATES)
- NEW FOR 2019 – IMPORTANT CHANGES
- GENERAL INFO
- APPLICATION PROCESS
- POST-APPLICATION PROCESS
- AT DOWNLOAD (COLLECTION / SPENDING)
- APPLICATION FORM (coming soon!)
1. TIMELINE (KEY DATES)
- 18th January ✔
FAQ is live
- 1st February
Application process opens at midday (12pm)
- 31st March
Application process closes at midnight (11.59pm)
- 1st May
Result Emails are sent out (be patient, these could be sent at any time during the day). These will include a unique QR and next steps.Resubmission application process opens. Those who were unsuccessful the first time will get the chance to re-apply.
- 15th May
Resubmission application form closes at midnight (11.59pm)
- 29th May
Result Emails are sent out for re-submitted applications (again, please be patient)
- 14th June
2. NEW FOR 2019 – IMPORTANT CHANGES
Please read the following Loyalty Scheme FAQ carefully, there are FIVE main changes to this year’s Loyalty Scheme that you need to know about.
- EVERYONE must apply if they wish to be a member of this year’s Loyalty Scheme.
If you are a previous Loyalty Scheme member you will also need to apply using our Application Form (coming soon), no previous Loyalty data will be carried over.
- Your 2019 ticket information CANNOT be used as one of the maximum five years you can apply for.
This information will ONLY be used to confirm your eligibility in this year’s Loyalty Scheme, and will not count towards Download Pounds.
- A brand new member Application Form.
Our new Application Form now includes step-by-step instructions to help your application be successful.
- QR Codes.We’ve scrapped the previous method for you to get your hands on your Download Pounds. Instead, if your application is successful you’ll receive ONE Result Email with a QR Code (embedded with your Result info) included – all you’ll need to do is bring your QR code to Download for us to scan. Easy!
- What you can spend Download Pounds on.This year Download Pounds will NOT be redeemable at food vendors. Don’t worry though, you can still spend them at all main bars (this does not include speciality bars e.g. Rocktail Cocktail) and merch stalls (on Download branded merch only) within the Main Arena.
3. General info
Q1. What is the Download 2019 Loyalty Scheme?
Our way of thanking and rewarding you, the fans, for making Download Festival the incredible experience it is today; especially those who return year-after-year.
Q2. How does it work?
We reward you with Download Pounds (Loyalty Vouchers). These are worth real money which can be spent at Download Festival. The more years you can prove you’ve attended in the past the more Download Pounds you could potentially receive.
Q3. Am I eligible?
To be eligible for our 2019 Download Loyalty Scheme you will need two things:
- To have purchased an adult (13+), full priced Download 2019 Weekend Ticket for either 3 or 5 days.
- AND have bought at least TWO other adult, full priced Weekend Tickets (3 or 5 days) for any TWO Download Festival between 2012-2018.
Unfortunately, we cannot accept Day Tickets or Child Tickets. Carers and PA’s who receive complimentary Download Tickets are also not eligible for the Loyalty Scheme, this also applies to Guest and competition winner tickets.
Q4. How many years can I apply for?
The minimum amount of years you can apply for is TWO, with FIVE being the maximum amount of years. Your Download 2019 Weekend Ticket does NOT count towards one of your maximum five years.
Q5. How many Download Pounds could I receive?
The amount of Download Pounds you receive depends on the amount of previous Download Festivals you can prove you’ve attended for an entire weekend.
E.g. If you’ve purchased a Download 2019 Weekend Ticket AND have evidence that you’ve attended Download Festival for an entire weekend twice before (between 2012 – 2018) – That will equal TWO YEARS and £20’s worth of Download Pounds. Here’s a breakdown…
2019 Weekend Ticket + 2 previous years = 2 years (£20’s worth)
2019 Weekend Ticket + 3 previous years = 3 years (£30’s worth)
2019 Weekend Ticket + 4 previous years = 4 years (£40’s worth)
2019 Weekend Ticket + 5 previous years = 5 years (£50’s worth)
Q6. What can I spend my Download Pounds on, and where?
Download Pounds can be redeemed at all main bars (excluding speciality bars) and official merchandise stalls on Download branded items ONLY (excludes band/artist merch) within the Main Arena at Download Festival.
*NOTE: Download Pounds are NOT redeemable at any food stalls.
4. APPLICATION PROCESS
Q7. How do I apply?
You will need to complete and submit a Download 2019 Application Form (coming soon).
To do this you will first need to have purchased a Weekend Ticket to Download 2019. If you do not yet have a Download 2019 Weekend Ticket, you can purchase yours here.
Q8. When can I apply?
Our Application Form will be available from Friday 1st February. Sign up to the Loyalty Scheme Mailing List to be notified when the application process opens.
The deadline to submit an application for the 2019 Loyalty Scheme is midnight (11.59pm) on Sunday 31st March.
Q9. I’ve been accepted previously; do I need to apply again?
YES. Everyone needs to apply regardless of whether you were a member of either our 2017 or 2018 loyalty scheme. There is NO auto-enrolment into our 2019 Loyalty Scheme.
Q10. What will I need to apply?
During your application you will need to provide the following information for both your 2019 Weekend Ticket to Download Festival, plus for each of the maximum five years you’re applying for.
- The YEAR you attended / are attending Download
- The name of the TICKET AGENT you used to purchase the ticket
- Your adult, full price Weekend Ticket REFERENCE NUMBER (aka order number)
- The NAME of the person who booked the Ticket/Tickets
*NOTE: If any of the above information is missing, or incorrect, your application will be rejected. You should only apply for the amount of years you have all the correct information for.
Q11. Will you accept any other form of proof?
NO. We can only accept evidence as stated (Q.10). We are unable to accept any photos, numbers printed on physical tickets, or stitched into wristbands (note: neither of these are reference numbers). Day Ticket reference numbers are also not valid. Providing any of these will result in your application being rejected.
Q12. Where can I find my Weekend Ticket reference numbers?
Your 2019 Weekend Ticket reference number (aka order number) can be located in two locations:
- In your Online Account with the Ticket Agent used to purchase the ticket.
- In the automatic Confirmation Email you received when purchasing your ticket.
Previous Weekend Ticket reference numbers can be found the same way. If you cannot access your online account with a previous year’s Ticket Agent, please contact the Ticket Agent you purchased with for help locating it.
Q13. What should my Weekend Ticket reference number look like?
The way your Weekend Ticket reference number appears will vary depending on the Ticket Agent that you purchased your ticket from. See examples below:
- Ticketmaster / Frontgate: 00000000 [8 digits] or 00-00000/UK0
- Big Green Coach: BGC0000000 [BGC followed by 7 digits]
- SEE Tickets: 00000000 [8 digits]
- VERVE / Street Team / We Represent: 00000000 [8 digits] or a string of hyphens, digits and letters
- Ticket Factory: 0000000 [7 digits] or 00000000 [8 digits]
- Gigantic: 0000-0000-0000 [4 digits – 4 digits – 4 digits]
- Festicket: [between 5 -7 digits]
- Skiddle: 000000-000000-0000 [6 digits – 6 digits – 4 digits]
- Stargreen: 000000000 [9 digits]
- Eventim: 0000000000 [10 digits]
- Pink Moon: 00000000 [8 digits] or 00-00000/UK0
- VIP Nation: 00000000 [8 digits] or 00-00000/UK0
*NOTE: Some Ticket Agents may use the term ‘order number’ instead of ‘reference number’.
Q14. One or more of my Download Weekend Tickets were a gift. Can I still apply?
YES. However, you will still need to provide the same information. You may have to ask the person who booked the ticket for some of this information (See Q10).
Q15. My ticket was part of a group booking. Can I still apply?
YES. However, the same applies as if the ticket were a gift (see Q14). The only difference is that you will have only ONE ticket reference number for all the tickets purchased in that group booking.
This ONE ticket reference number can be used for each person who received a ticket as part of that group booking. This reference number (same as with all non-group booking reference numbers) will be sent off to be checked with the Ticket Agent. If the number of people using this reference number exceeds the number of tickets purchased in that group booking ALL applications will be rejected.
Q16. I purchased my ticket at the Box Office onsite, or in a physical ticket shop, and didn’t receive a ticket reference number. Can I still apply?
YES. Drop us an email to [email protected] and we’ll advise you further. Please allow time for us to get back to you and submit an Application Form before March 31st.
Q17. Can I apply more than once per year?
NO. You can only apply once per year. Those trying to apply more than once will be rejected from this year’s Loyalty Scheme.
Q18. Can I apply for a friend / family member?
NO. Each person must apply themselves. The name provided at the start of the application must match the name on the Photo ID needed to collect the vouchers at Download.
Q19. My email address has been used and I am unable to submit my application.
Our Application Form will require you to provide an email address (your Result Email will be sent here), this can be used only once. Each person must apply with their own email address. If your application is rejected in the first round of applications, you will be instructed on how to apply again with the same email address.
If you email address has been used, but you have not yet completed an application form please contact us during when the Loyalty Inbox opens (See Q20).
Q20. Can I contact you if I have a problem with my application?
YES. You can contact the Loyalty Team via email ([email protected]) between the following dates:
- 1st Feb – 31st March : For application queries ONLY
- 2nd May – 15th May : For missing result email & resubmission queries ONLY
*NOTE: All emails received between the above dates WILL receive a reply; please be patient, we aim to do this within 3 working days. Due to the high volume of emails, we cannot reply to emails received outside of the above dates. The Loyalty Inbox will not be monitored during weekends and bank holidays.
Q21. Why do I need to own 2019 Weekend Ticket to apply? I’m 100% going but can’t purchase a ticket until after applications close.
The Reference Number for your Download 2019 Weekend Ticket is required for the first stage of our application process. This is part of how we verify if you’re eligible to be a member of this year’s Loyalty Scheme.
As previously explained, our Loyalty Scheme is only open to those who have, and who have in previous years, purchased a full price Weekend Ticket to Download Festival. Unfortunately, we are unable to extend the Loyalty Scheme to Day Ticket or Child Ticket holders, as well as those with complimentary PA and Carer Tickets.
The deadline of March 31st has been set to allow plenty of time for the next stage of the process after applications close. (See Q22).
5. POST-APPLICATION SUBMISSION
Q22. I’ve submitted my application. What happens next?
Once you submit your application you will be sent an automatic confirmation email stating that we have received your Application Form, as well as a copy of the information you’ve provided.
We will then send the information in your form to our Ticket Agents, who will then check your Reference Numbers against their records (to make sure they’re valid).
All applications received before the deadline of midnight on March 31st will then receive a Result Email on Wednesday 1st May. If successful, and everything checks out, your Result Email will contain a QR code and next steps to redeem your Download Pounds. If unsuccessful you will be given the opportunity to re-apply.
Q23. I made a mistake on my application. Can you change it for me?
Unfortunately, we are unable to amend any information on your application once it’s been submitted. If you apply before 11.59pm on Sunday 31st March, and are unsuccessful, you will get the chance to re-apply (once).
Q24. I didn’t receive a confirmation email.
A confirmation email is automatically sent in response to you clicking the ‘SUBMIT’ button. This will have been sent to the email address you provided (and verified) in your the Application Form.
If you can not find it in your Inbox, please check your Junk/Spam folders and give it a couple of days to arrive. Your Inbox might be full, or your email host’s spam filters are taking longer to decide whether to pass it to your Inbox.
In rare cases, this can mean you didn’t submit your Application Form correctly. In this case, please go back and apply again making sure you click the ‘SUBMIT’ button on the last page of the form.
Q25. My application was rejected. Why?
We are not able to determine the reason why an application was unsuccessful on a case-by-case basis; however, it could have been rejected due to several reasons. The main reasons for applications being unsuccessful are:
- One or more of the Reference Numbers provided did not match with the Ticket Agent/s
- A number provided was not a valid Weekend Ticket Reference Number
- Weekend Ticket Reference Numbers provided were incorrect or incomplete
Q26. I applied but didn’t receive a result email.
All applications received before the deadline of midnight (11.59pm) on March 31st, and generated an automatic confirmation email, will have been sent a Result Email. If this did not arrive in your Inbox, please also check your Junk/Spam folders. If you still can’t find your Result Email after 24hrs, please contact us via email between 2nd – 15th May. (See Q20)
Q27. I reapplied after originally being unsuccessful, although I haven’t received a second result email.
We can only reply to those who have been successful on re-applying. If you have not received a result email for your re-submitted application, please first check your Junk/Spam mail, if still nothing please assume your application was unsuccessful.
*NOTE: You will need a QR code to redeem your Download Pounds at Download. These can only be generated via email therefore we are unable to do this at Download. If you do NOT receive a Result Email with one included, DO NOT visit the Loyalty Cabin as our Loyalty Team will not be able to help.
Q28. I applied with a friend/partner/family member. They were issued a voucher but I’m still waiting for my result email.
As stated previously, all applications had to be made individually using your own email address. Download Pounds will be issued per application and only one application per person.
6. AT DOWNLOAD (cOLLECTION / SPENDING)
Q29. I’ve got my Loyalty QR Code; how do I swap this for Download Pounds?
Once at Download, bring your QR Code to the Loyalty Cabin and join the queue which matches the value of Download Pounds you’ve been rewarded (e.g. If rewarded £20 – Join the £20 queue).
Next, show your unique QR Code to the Loyalty Team. This can either be on your mobile (ideally) or printed out. You must also bring valid Photo ID (See Q32).
- If printing – To display a printer friendly version of the email, make sure to view the email in your web browser first then print (‘CTRL-P’).
- If showing on mobile – Please ensure you have enough battery to turn the brightness up, your screen is un-cracked, and 4G is working to load your Result Email before arriving at the Loyalty Cabin.
We will then match your Photo ID with your face, and the information embedded within your unique QR Code with our system. If everything checks out we will then hand over your Download Pounds to the amount specified.
Q30. Where is the Loyalty Cabin?
The Loyalty Cabin is located to your right as you enter the Main Arena. You should be able to see a sign saying ‘Loyalty Cabin’.
*NOTE: Location is TBC and subject to change, please see Arena Map once available.
Q31. What are the Loyalty Cabin opening times?
The Loyalty Cabin will be open between the following times on each day.
- Friday: 10am – 6pm
- Saturday: 10am – 1pm
- Sunday: 10am – 1pm
*NOTE: Times are TBC and subject to change, correct times for each day will be displayed at the Loyalty Cabin.
Q32. What types of Photo ID will you accept?
We will accept the following types of Photo ID:
- Valid Passport (photocopies will be accepted)
- Full or provisional photo card driving licence issued by the DVLA for UK/EU customers (any photo card driving licences issued between 1998 and 2007 will need a second from of ID)
- Citizen card
- PASS Card
- Valid UK card bearing PASS hologram
- Military ID
*NOTE: We will NOT accept credit/ debit cards as ID.
Q33. What if my name has changed since I applied?
Bring an old form of valid Photo ID, just make sure the name on your (old) ID matches the name on your Application Form.
Q34. Can someone I know collect my vouchers for me?
NO. You must collect your vouchers yourself. You will need Photo ID to collect your vouchers, this must match both your face and the information embedded within your unique QR Code.
Q35. Where can I spend my Download Pounds?
Download Pounds are only valid in the Main Arena. You can spend your vouchers at the following places:
- Official merchandise stands (on Download Festival branded merch only. Download Pounds are not redeemable against band/artist merch)
- Main bars (this does not include specialty bars e.g. Rocktail Cocktail).
*NOTE: Download Pounds come in multiples of £5, and no change is given. E.g. If an item is £9, and you have £10 Pounds to spend, you will lose the £1 difference (it will not be given in change). Equally, if the item is worth £6 you can pay £5 in Download Pounds and pay the difference in real money.
*NOTE: The £2 cup deposit scheme is not included, and you must pay for this in cash.
Q36. I’m not coming to Download 2019 anymore. Can I give my QR code to a friend?
NO. QR Codes are unique to the person who applied and are non-transferable. These can only be exchanged at the Loyalty Cabin by the person who originally received it. Photo ID is required and must match the name on the Application Form.
Q37. What if I have unspent vouchers from Download 2017/2018? Can I use them this year?
NO. As stated in our T&Cs (coming soon), vouchers are non-transferable and expire as tender when the Main Arena closes on Sunday each year.
Q38. What if I don’t spend all my vouchers at Download 2019. Can I use them at Download 2020?
NO. Download Pounds do not roll over to the next year. If you do not use them at this year’s festival, they will expire as tender and become void.
7. APPLICATION FORM
Coming soon! Check back here when Applications Forms go live on Friday 1st February at Midday – Sign up to the Loyalty Scheme Mailing List to be notified.