Frequently Asked Questions

COVID restrictions

Due to the prevailing epidemiological threat, at all Follow The Step events there is just one obligation – to cover the mouth and nose.

Did you run into an issue with purchasing a ticket?

We’ll be glad to help you! Contact our ticket distribution company at support@goingapp.pl

I have bought a ticket, but haven’t received it by email? What should I do?

It is very possible that we are waiting for the money transfer to be made by your bank. Sometimes it takes a little longer. If you still do not receive your ticket after 24 hours (business day), contact the Customer Service Department of our ticket distributor at support@goingapp.pl. If you purchased your ticket through another ticket distributor (Eventim, Empik Tickets), please first contact the Customer Service Department of that ticket vendor..

It is also possible that the email was entered with a mistake (typo) when registering, in this case also please contact the relevant ticket vendor.

My ticket is lacking the QR code, what should I do?

The QR code is the basis for scanning the ticket at the entrance to the event. Contact the ticket distributor (Going, Eventim, Empik Tickets) through which you made the purchase. If you have purchased your ticket via our website, please contact the Customer Service Department at support@goingapp.pl

I have bought several tickets - all of them have my name and surname. Will the other people for whom tickets have been purchased enter the event without any problems?

Yes, all of the people that the tickets have been purchased for will be able to enter the event, as long as their tickets won’t be scanned before. It is important that you, and the people that you have bought the tickets for, will be entering the event with you. Every single ticket has an unique barcode, which entitles one to enter the event once.

Can I transfer a ticket to another person via the Going app?

No, it is not possible to to transfer tickets through the Going App for events held by Follow The Step.

The concert is sold out, what do I do?

If the concert is sold out, it means that all of the tickets have been sold and no tickets will be available on the door either. You can only hope that your favorite artist or band will visit us again soon!

We can advise you to check the availability of tickets regularly- sometimes single tickets can be on sale (due to returns etc).

Changes in dates.

If you have bought tickets for a rescheduled concert, you will be notified about all the changes by e-mail by our tickets vendors. Moreover, we share all the news through our social media and website. All of the tickets for rescheduled concerts stay valid.

 

I can’t make it to the event, can I return my ticket or sell it?

No, tickets for events can’t be returned or resold (incl. offering them as prizes in contests, loteries, bonus sales or any other promotions, even if they are free of charge).

Legal basis: Art. 38 pt 12 Customer’s Rights Act of 30 May 2014

Can I buy a ticket from someone?

No, a ticket entitling to enter the event must be original, bought in accordance to the Statute. A person who has bought a ticket breaching the Statute can be denied entry to the event.

Sale of tickets for events organized by Follow The Step is held on our website, festival websites (www.festfestival.pl, www.wisloujscie.com, www.undercity.pl, www.summercontrast.com, www.worldwidewarsaw.com, www.madeinwwa.com), on websites of our ticket vendors:  Going. oraz Eventim.pl and on site at  Empik  and MediaMarkt.

❗️❗️❗️ We warn you that buying tickets from third parties carries out the risk of buying a counterfeit ticket, which results in the refusal of admission to the event.

What is not allowed to be brought to the event?

It is not allowed to bring into the event:

  • cameras, audio and video recording equipment, photographic equipment that can be used professionally, including cameras with interchangeable optics, and cameras with optical zoom above 6x
  • tripods, and selfiesticks
  • drones
  • large umbrellas with pointed metal or wooden tips
  • skateboards, hoverboards, roller skates etc.
  • drinks and food, with the exception of people whose health condition requires a specialized diet confirmed by a medical certificate
  • large backpacks, as well as bags larger than 11.4 cm x 16.51 cm
  • alcohol or drugs
Are minors allowed to the event?

Minors, who have not turned 16 can attend the concert by themselves as long as they obtain a valid ticket and ID. Lack of ID causes denied entry to the concert.

Minors under 16 years of age can attend the concert only under supervision of an adult and under their responsibility. Both the minor and the guardian need to have tickets.

Guardians are required to have a filled out declaration (template – declaration of the minor’s guardian). Having or filling in the form on site does not entitle a minor under the age of 16 to enter the event area  by themselves.

❗️ATTENTION❗️ The organizer may introduce other age restrictions in relation to selected events, which will be announced on the event’s website.

I’m not 16 yet, can I attend the concert by myself?

Unfortunately no, young music fans under the age of 16 can’t attend the event by themselves. Their participation in a concert is possible only with an adult guardian.

❗️Guardians are required to have a filled out declaration (template – declaration of the minor’s guardian). Having or filling in the form on site does not entitle a minor under the age of 16 to enter the event area  by themselves.

❗️ATTENTION❗️ The organizer may introduce other age restrictions in relation to selected events, which will be announced on the event’s website.

Can my child enter the event for free?

Children under age of 3 (children who on the day of the event won’t turn 3) can attend the event free of charge.

Parents and guardians – remember to take a document confirming the name, surname and age of the young music fan to the event. Children can come to the concert only with an adult guardian and with protective headphones!

❗️Guardians of children under age of 16 are required to have a filled out declaration (template – declaration of the minor’s guardian).

Can I leave the event area for a while and return to it free of charge?

No, in the case of leaving the event site, re-entry is possible only after purchasing another ticket.

In the case of events which provide an exchange of the ticket for a wristband at the first entry to the event area, each re-entry to the event area is allowed only to the participant with an undamaged wristband permanently attached to his wrist.

 

Should I print a digital copy of a ticket?

Let’s protect forests! At the gate of the event you can show your ticket in a digital form, f.i. on your smartphone.

We don’t accept photos of tickets or screenshots of digital tickets.

Does the guardian of a disabled person need to buy a ticket as well?

Yes, whenever a disabled person wants to attend the event with a guardian, each of them need to buy a ticket.

Will separate sectors for disabled people be provided?

We put a lot of effort into making each of our events fully accessible to all our guests. If on the

If there are no marked spots specifically prepared for people in wheelchairs on the audience plan, please buy any ticket, and our staff at the event will show you safe places for people with disabilities.

I lost an item during an event and want to find it.

We’re sorry to hear that. Mail us at lost@followthestep.going1.4ourclient.com! Please make sure to describe an item with as many details as possible. Whenever we find it, we will contact you right away.

Why is there a queue to the event?

We usually open gates to our events 2 hours prior to the start of the event (we encourage you to check that information for your concert on it’s website/ Facebook event). Unfortunately, lots of attendants (if you’re asking this question, maybe you as well?) arrive at the venue last minute, which causes large queues. Entrances to the event have it’s own capacity, and even though we put a lot of effort into the process to run smoothly, we can’t change that.

In order to avoid traffic, we encourage you to arrive at our events early. To save up time spent looking for a parking spot, we recommend taking a taxi or using public transport.

Can I take pictures and film videos at concerts held by Follow The Step?

Taking photos and making videos is only allowed for private purposes. We would like to remind you that you are not allowed to bring cameras, audio and video recording equipment, photographic equipment that can be used professionally, including cameras with interchangeable optics, and cameras with optical zoom above 6x.

Can I take my puppy to concerts held by Follow The Step?

For safety reasons we don’t allow pets to our concerts.

My concert has been rescheduled, what do I do?

If you have bought a ticket for an event and it has been moved to another venue or rescheduled, your tickets remain valid for the new place/ date. There is no need for exchanging the tickets you already have for new ones.

What do I need to have to enter the event?

To enter the event you need to have your ticket and ID. Moreover, because of the pandemic, you will need a mask covering your mouth and nose.

Are there cloakrooms on site?

As our events take place in many different clubs, we can not always guarantee the possibility of storing outerwear in advance, but at all events taking place in Smolna and in Praga Centrum (depending on the weather) such an option is possible. For other concert locations, please check the information provided on the venue website. There is a small charge for the storage of outerwear each time.

My event was canceled, what do I do?

We’re so sorry for the inconvenience. Due to the cancellation of the event, you are entitled to a refund. Please contact the ticket vendor which you purchased the ticket at.

What time does my concert start?

The information about the opening of the gates and the beginning of the concert is written down on your ticket. Nevertheless, please check this information, e.g. the day before the concert at an event on Facebook or on our website – this is where the most up-to-date data will be. We recommend that you come to the event early enough to avoid queues and traffic jams. To save time spent looking for parking spots, use Taxi or public transport.

I want to sell / present my products at Follow The Step events / festivals.

We invite you to register your application using the forms available on the websites of our festivals.

I have a question about one of your festivals.

We invite you to visit the website of that festival. We have included all the necessary information and frequently asked questions, etc there.

www.festfestival.pl, www.undercity.pl. www.wisloujscie.com, www.worldwidewarsaw.com, www.worldwidewarsaw.com, www.madeinwwa.com

Wsparcie ze środków Subwencji Finansowej udzielonej przez PFR S.A.
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