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Got a question about our Loyalty Scheme? We’re here to help

The Download 2018 Loyalty Scheme has now closed. All applicants before the 31st March deadline have been sent a result email to confirm if they’ve been accepted or rejected.

All those who received rejection emails, and then either correctly re-submitted or updated their profile, will have been sent another result email. If you have not received a result email, assume your re-submitted application was incorrect and rejected.

Some of the rules have changed since last year, so please give these extensive FAQs a read before making your application and always refer back to it if you’re unsure what happens next.

If you’ve still got questions about our Loyalty Scheme, you’re in the right place. Read through our handy FAQs and start planning what you’re going to spend your vouchers on. If you applied last year and were successful, you’ll be automatically enrolled in this year’s process.

What is the Download Festival 2018 Loyalty Scheme and how does it work? ​

Year after year Download is an unforgettable experience, and we couldn’t do it without you, the fans. As a thank you and to honour the incredible Download family (the most loyal of all festival fans), we introduced a scheme that rewards your loyalty.

If you’ve been to Download once and are coming back for the whole weekend in 2018, you’ll be able to apply for a £20 voucher. Two previous weekend visits plus this year will get you a £30 voucher, 3 previous years and this year qualify for a £40 voucher, and 4 previous times or more plus this year will get you a £50 voucher. See our helpful grid below:

1 + 2018 = £20

2 + 2018= £30

3 + 2018 = £40

4 + 2018 = £50

Important dates:

Applications open 00:01 on 19th Feb 2018.

Applications close 23:59 on 31st March 2018.

Decisions communicated via email on 16th April 2018.

No more Loyalty enquiries will be accepted after 1st May 2018. All decisions are final.

I’ve been accepted previously, do I need to APPLY again?

No, all successful applicants from last year were automatically enrolled in this year’s Loyalty Scheme and emailed with instructions.

Can I use my Download 2018 ticket in this scheme?

Yes. If you haven’t yet, get your 2018 weekend tickets here.

Who is eligible to apply?

We accept applicants who went to Download for the full weekend. Unfortunately no Day Tickets will be honoured.

For example, if you’ve been to Download 4 times, from which one of the years was a day visit, you’ll only be able to apply for a £30 voucher as your Day Ticket won’t be accepted.

Can my teenage child also apply?

Our ticket prices are based on age tiers. We only accept Loyalty applications made for Fully Priced Adult Weekend Tickets (13 years old and above). Please refer to our Ticket Terms and Conditions.

Can Carers and PAs apply?

We only accept applications made by fully paying Adult Weekend (aged 13+) customers (3 or 5 days).

My tickets to Download were a gift. Can I still apply for Loyalty vouchers?

Yes. If your tickets were a gift, you’ll need to provide main booker’s account information on your application. Please check that the main booker is satisfied with you providing this information.

Unfortunately we can’t accept competition or promoter gift tickets as those don’t fall under Accepted category, please see above.


I can’t find the necessary reference numbers, or don’t have them anymore. What do I do next?

You’ll need to contact the ticket agent you booked your tickets with. Please allow extra time for communication with your ticket agent as the deadline won’t be extended.

If you bought your tickets in the box office onsite, or in a ticket shop, drop us an email on [email protected] and we’ll advise you further. Please allow time for us to get back to you and for yourself to fill in the necessary fields before the deadline.

For what period of time can I make my application?

Due to data privacy laws we, and ticket agents we work with, are only allowed to keep customer information for up to 7 years. Please don’t make any claims for 2011 and previous years.

We booked our tickets as a group of 6. Will each of us be able to receive a voucher?

Yes. Every person needs to apply separately providing the main booker’s account information outlined on the form, but the email address you use always has to be yours. The same applies for applications made with a friend/partner/family member. We need this information to confirm authenticity of your application.

Unfortunately we won’t be able to process any joint group bookings or applications made for more than 6 people.

My email address has been used and I’m unable to submit my application.

In the event your email address has been used, try searching for a confirmation email in your inbox. Our confirmation emails include a copy of details entered in the application and will help determine whether someone else used it by mistake. In case someone else used your email address to benefit from this year’s Loyalty scheme, contact us immediately at [email protected] 

I submitted my application but haven’t received the confirmation email.

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 means you didn’t submit the form correctly. In that case, please go back and apply again making sure you click ‘Submit’ button on the last page of the form.

I made a mistake on my application. Can you change it for me?

Unfortunately we are unable to amend any personal information on the form or add any information to your application.


How do I claim my voucher?

Simply show your barcode at the Loyalty booth at the festival; either on your smart phone, tablet or printed out. Make sure you bring photo ID with you to claim your voucher.

If your phone screen is cracked, please have a printed copy of your voucher in case our scanners can’t pick up the code.

I don’t have a printer. Can you scan my barcode on my phone?

Yes, we can scan your barcode straight from your phone. Make sure it is charged and screen isn’t cracked!

What types of ID will you accept?

We will accept the following ID: EU Passport (photocopies are accepted), Full or provisional photo card driving licence issued by the DVLA (any photo card driving licences issued between 1998 and 2007 will need a second from of ID), Citizen Card, Validate_UK, Valid UK card bearing PASS hologram, PASS card, Military ID.

What if my name has changed?

In the event your name has changed, please state that on page 1 of your application and provide us with your previous name. Your current name has to match the name on your ID in order to collect your vouchers.

Can someone I know collect my vouchers for?

We need to check your ID against your barcode in order to issue your vouchers, grab a drink and join the line!

Where and when can I collect my £20/£30/£40/£50 vouchers?

You can collect your vouchers at the Download Loyalty Collection – close to the main gate. The collection point will be open as soon as the Arena opens until 7pm on the Friday, Saturday and Sunday of the festival. They will cease being accepted as tender when the Arena closes on Sunday evening.

What can I use my vouchers for?

Vouchers can be used in the arena. You can use your vouchers on Official Download merchandise stands in the Arena, selected food vendors in the Arena and selected Bars and Stands serving alcohol in the Arena. No change is given, vouchers are in multiples of £5. E.g. If an item is £9 and you have £10 to spend, you’ll lose the £1 difference, it will not be given in change. OR, if the item is £6 you’ll need to top up by £1 if you have say, one £5 voucher to use. The £2 cup deposit scheme is not included and you must pay for this with cash.

I’m not coming to Download 2018 anymore. Can I give my voucher to a friend?

Vouchers are non-transferrable and must be claimed by the individual who applied for them.

What if I have unspent vouchers from Download 2017? Can I use them this year?

As stated in our Voucher Terms and Conditions, those vouchers are non-transferable and expired as tender when the Arena closed on Sunday evening 11 June 2017.

What if I don’t spend all my vouchers at Download 2018. Can I use them at Download 2019?

No, they do not roll over each year. Stay tuned for info on the next Loyalty Scheme.

The voucher I received is for a smaller amount I applied for. Will you reconsider?

Resubmissions will be accepted between 5pm on Monday 16 April until 12pm on Monday 23 April 2018.

I applied but I haven’t heard from you. What do I do?

All applications made in full would have received an automatic confirmation email immediately after submitting the form. Check your Junk/Spam folders in the first instance. If you did not receive a confirmation email, get in touch at [email protected] from the email address you made the application from, with your name, ticket agent and your ticket account number. Please note this could be due to a typo in the email address you provided on your application. We will be processing 2018 Loyalty enquiries until 1 May 2018.

I applied with a friend/partner/family member. They were issued a voucher but I’m still waiting.

As stated on the application form, all applications had to be made individually using your own email address. One voucher would be issued per application, only one application per person.

My application was rejected. Why?

This could be for a number of reasons. It is possible that the information you provided did not match information with the Ticket Agent you specified, or that there were discrepancies in any of the information you provided, or reference numbers you entered may have been for Day Tickets and we only accept Weekend Tickets.

Resubmissions will be accepted between 5pm on 16 April to 12pm on 23 April 2018.

Please ensure you have read our Download Loyalty 2018 Voucher Terms and Conditions.