Frequently Asked Questions

Frequently Asked Questions

A. QUESTIONS ABOUT TECHNICAL SYSTEMS

B. QUESTIONS ABOUT TICKETS

C. OTHER QUESTIONS

Updated: 09/2019

A. QUESTIONS ABOUT TECHNICAL SYSTEMS

A.1 WHAT ARE THE TYPES OF PAYMENT?

We only accept electronic payment method with domestic ATM card (Internet Banking required); credit/debit card including Visa, MasterCard, JCB, American Express.

A.2 WHAT KIND OF BANK CARDS CAN I USE TO PAY?

We accept payment for most bank cards in Vietnam that have registered Internet Banking. In addition, we also accept payment by debit/credit card including Visa , MasterCard, JCB and American Express. All your personal information, transaction information are completely confidential and can only be used for purchase purposes.

A.3 CAN I USE FOREIGN CURRENCY TO PAY?

Sorry, currently we only accept payment in Vietnamese Dong for all payment methods and transactions.

A.4 CAN I DEPOSIT OR SPLIT PAYMENT ON TICKET?

Please pay the full fare in one purchase!

A.5 WHAT SHOULD I DO IF I FACE PROBLEMS WITH TECHNICAL SYSTEMS?

  • Unsuccessful Payment Transactions

  • Unsuccessful payment transactions can be caused by a lot of reasons. Please refer to the following reasons:

The card has not been registered the payment function on the Internet;

+ For Visa, Master Card: During the payment process, you may be asked to enter the "Password of Verified by Visa" or "Master Card Secure Code" programs on the authentication step; however, you have not completed;

+ The card does not have sufficient credit balance to pay. Some banks have daily spending limits on cards;

  • Enter the wrong card information

In case you have checked the above errors and still cannot perform payment transactions to buy your tickets, please contact us via:

+ Email: ticket@monsoonfestival.vn

+ Hotline: 19001255

 

A.6 HOW CAN I USE THE DISCOUNT CODES?

  • In case the Customer does not know how to use the discount on the website when buy tickets?

Please enter the discount code in the "Discount code" box displayed on the screen in the "Fill in personal information" step. After that, you continue to perform the transaction steps as instructed.

  • In case the Customer cannot use the discount code (for Super-fan)

If you are Super-fan, our system has recorded the email address you used to purchase tickets in previous years. Therefore, please check your login account and log in with the username and password provided by the Organizer to Super-fan via email address. With that account, you will be able to use your discount code in steps to purchase tickets.

A.7 WHAT SHOULD I DO IF I DON’T RECEIVE THE EMAIL OR SMS CONFIRMED THAT THE PAYMENT IS SUCCESSFUL? 

After you complete the payment, we will send an email confirming that your payment is successful. Therefore, after about 5 to 15 minutes after completing the ticket purchase steps, please check your main mailbox once again. However, sometimes,  your ticket confirmation email may go to the spam box. 

If you still do not receive the confirmation email, please contact us via:

A.8 WHAT SHOULD I DO IF I LOST/ FORGET THE PHONE NUMBER & EMAIL ADDRESS REGISTED BEFORE? 

To confirm about your transactions, please contact us via:

A.9 WHAT SHOULD I DO IF I WANT TO CHANGE THE PHONE NUMBER OR EMAIL ADDRESS I REGISTERED?

You can log into your account on the website: monsoonfestival.vn and access the "Personal Information" to change your personal information. However, the e-ticket that has been exported and sent to your registered email will not be resent for any reasons for any changes.

In case you have to use a new email and cannot retrieve your confirmation email for your ticket, please contact us via Email: ticket@monsoonfestival.vn or via Hotline: 19001255

B. QUESTIONS ABOUT TICKETS

B.1 GENERAL QUESTIONS

B.1.1 HOW IS A VALID WRISTBAND TO ATTEND THE EVENT?

A valid wristband to attend the program is:

  • The wristband is changed by a valid e-ticket.

  • Wristband - The bracelet has no signs of being cut before.

  • Wristband - Bracelets, not broken pins.

  • Wristband - The wristband is attached to the wrist according to our instructions.

B.1.2 I BOUGHT THE TICKET OUTSIDE OF THE ORGANIZER’ TICKET DISTRIBUTION SYSTEM WHICH HAS CHEAPER PRICE. IS THIS TICKET VALID TO ATTEND THE EVENT?

With valid e-tickets purchased on Monsoon Music Festival (MMF) system, we will exchange your e-tickets to a valid wristband to enter the event. However, in cases you buy e-tickets or wristbands floating in the market, outside of our ticket distribution system, we are not responsible for any claims or problems happening to you. Therefore, we recommend that you buy tickets from the official ticket sales and distribution system of Monsoon Music Festival to ensure customer rights.

 

B.1.3 I HAVE THE TICKET PROVIDED BY PARTNERS OF THE ORGANIZER, CAN I USE THIS TICKET TO ATTEND THE EVENT?

With e-tickets are provided by our partners, please bring to the official ticket exchange points to be changed to a valid ticket to attend the event.

With wristband are provided by our partners, please wear this wristband when attending the event following our instructions.

 

B.1.4 CAN I BUY TICKET FOR OTHERS?

You can buy ticket for others by following these steps:

  • Step 1: Click the button “Buy Ticket” on the website http://ticket.monsoonfestival.vn/

  • Step 2. Choose quantity and type of tickets you want to buy.

  • Step 3. Fill the personal information of others

  • Step 4. Choose types of payments.

- Domestic ATM Cards

- Visa & Master Cards....v...v 

  • Step 5. Payment Completed. 

Note: After you completed the payment, we will send to you the email comfirming the payment successfully and including the e-ticket(s). 

B.1.5 CAN I CHANGE THE TICKET TO ANTHER NIGHT SHOW?

Sorry, we do not support changing your ticket to another night show when the ticket has been successfully purchased.

 

B.1.6 CAN I UPGRADE THE GENERAL TICKET TO COMBO TICKET OR VIP TICKET? 

Case 1: Upgrade general tickets  to 3-day combo tickets

To upgrade your ticket, please bring the ticket you want to upgrade to the announced exchange location and upgrade following our instructions.

Case 2: Upgrade general tickets to VIP tickets

This year, we will only upgrade for the situation that regular tickets upgrade to VIP tickets on the same night show.

To upgrade your ticket, please bring the ticket you want to upgrade to the announced exchange location and upgrade following our instructions..

B.1.7 DO THE EVENT APPLY THE SPECIAL TICKET PROGRAM FOR STUDENTS, PEOPLE WITH DISABILITY,…?

The current price of this year is a preferential price for the majority of music lovers! However, we will still have promotion during the time of the official ticket opening. You should follow the information on our Website or Fan-page to understand the preferential information.

Particularly for people with disabilities, we have the policy to give tickets to people with disabilities. For details, please contact us via email: ticket@monsoonfestival.com or via the hotline: 19001255.

 

B.1.8 HOW CAN I RECEIVE THE INVOICE FOR MY PAYMENT FROM THE ORGANIZER?

The ticket price of the program includes value added tax (VAT). To get a tax invoice, please send your information via email: ticket@monsoonfestival.com. The Organizer will support to issue the tax invoice within three (03) days from the date of ticket purchase. All questions regarding invoices will be resolved before the 10th of the following month.

 

B.2 WHERE CAN I BUY THE TICKET OFFLINE?

Monsoon Music Festival 2019 only sells ticket offline from October 31st to November 3rd at these places: Imperial Citadel of Thang Long, and 2 others (we will update soon). If you want to buy ticket now, let’s to to our website: ticket.monsooonfestival.vn!

 

B.3 TICKET EXCHANGE

B.3.1 WHERE AND WHEN CAN I  EXCHANGE THE E-TICKET TO THE WRISTBAND?

We will announce the time and place of the e-ticket exchange to the Wristband at our website http://www.monsoonfestival.vn and fan-page: https://www.facebook.com/monsoonfestivalvietnam/.

Please update the information regularly on your email, phone number and our website & fan-page 

 

B.3.2 WHAT SHOULD I BRING WHEN EXCHANGING THE E-TICKET TO THE WRISTBAND?

To be exchanged to the Wristband, please bring your email containing the e-ticket to confirm the purchase of the ticket, along with Identity Card or Passport to the place of exchange.

B.4 CANCELLATION AND REFUND 

CAN I CANCEL THE TICKET AND RECEIVE THE REFUND WHEN I PURCHASE TICKET SUCCESSFULLY? 

Unfortunately, we do not reimburse tickets purchased successfully for any circumstances other than the reasons for canceling the event as requested by the authorities. 

B.5 PRE-ORDER:

B.5.1 WHEN CAN I DO THE PAYMENT FOR MY PREORDER? 

We will officially open the payment gate for the customers, who pre-ordered Early Bird tickets, to purchase from September 5th to September 9th. We also notify via email registered by the customers. Please check your email box to receive the most accurate information from the Organizer. 

B.5.2 I PRE-ORDERED THE EARLY BIRD 3-DAY COMBO TICKET BUT NOW I WANT TO BUY THE EARLY BIRD DAY 1, 2, 3. CAN I CHANGE THE TYPE OF TICKET PRE-ORDERED?

Currently, our system has recorded your booking. Therefore, we regret that we cannot assist you in changing your booking. If you want to change the type of ticket pre-ordered, please wait for the information from the Organizer through the website and fan-page to not miss the opportunity to buy tickets.

B.5.3  CAN I BUY MORE EARLY BIRD TICKETS THAN AMOUNT OF NUMBER I PREORDERED?

We will send the email with information about the payment of the Early Bird tickets pre-ordered from September 5th. You can re-select the number of tickets as well as the dates you can enjoy in the ticket purchase platform. Therefore, please check your email to get the newest information from ours. 

B.5.4. WHAT SHOULD I DO WHEN I HAVE NOT RECEIVED ANY INFORMATION ABOUT MY PRE-ORDER YET?  

  • In the case before September 5th:

We will officially open the payment gate for the customers, who pre-ordered Early Bird tickets, to purchase from September 5th to September 9th. We also notify via email registered by the customers. Please check your email box to receive the most accurate information from the Organizer. 

 

  • In the case during the period of pre-order payment:

Please provide your booking code and email address so we can check your booking. We will contact you with feedback within 24 hours from the time of receiving information from you.

 

C. OTHER QUESTIONS

C.1 CAN I BUY TICKET FOR CHILDREN UNDER 10 YEARS OLD?

  • To ensure the security and safety factor of the emergency, we limit the audiences aged 18 and above, who are Vietnamese citizens or foreigners who are legally allowed to stay in Vietnam.

  • Particularly for children who need to comply with regulations: over 14 years old and over 1m2 tall, have the Identity Card or Passport and must have the guarantee of accompanying adults.

C.2 CAN I CHOOSE THE AREAS TO SIT OR THE COVERED AREAS WHEN BUY THE TICKETS?

The Monsoon Music Festival is an outdoor event, without seats, and covered areas for audiences so customers cannot choose seats and covered areas.

 

C.3 WHAT ARE THE ITEMS PROHIBITED TO BRING TO THE EVENT?

● Medications that are or are not prescribed in any form / Mist sprayers/pills with or without branding;

● Glass bottles / Plastic bottles / Aluminum bottles / Tin jars or other hard objects;

● Any kind of weapon / Laser light / Sharp objects / Tripod Monopod, Tripod;

● Tobacco is only allowed to be used in certain designated areas;

● Poster / Banner / Coat of Arms / Signage or any related items that are distorting and destroying the Socialist Republic of Vietnam;

● Tablets / Ipad / Go pro are not allowed to bring on the foreign show from Mobile;

● Personal self-defense weapons like daggers, pepper spray or any similar item;

● Alcoholic / stimulant substances;

● Lighters / Candles / Firecrackers and explosive, flammable, inflammable substances;

● Seats in any form.

● Professional recording and recording equipment / Professional photographic equipment / Professional lenses / Flycam / Drone ...;

● Food and drinks brought from outside;

● Any flammable items such as alcohol, perfume, body spray, alcohol, gasoline, balloons ...;

● Flashlight in any form;

● Pets.

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