Ticket FAQ

Getting tickets for this years Anime Festival involves the following steps:

1. Logging in
2. Buying ticket(s)
3. Paying ticket(s)
4. Where are my ticket(s)

Other topics in this FAQ are:

5. Changing ticket(s)
6. Cancelling
7. General questions

And to answer the most common question: your hotelroom is not included in the ticket price.


1. Logging in

1a. Creating a new account

You need an account to buy a ticket. Accounts are based on your email address. If you enter your email address in the "E-Mail address" field and click on the "Create new account" button the ticket booth will send you an email containing a link to create a new account. This link is valid for 24 hours.

Use an email account you check regularly; at least weekly but preferably your daily account. It is important that you receive and read all emails from the ticket booth as we send payment information, reminders and tickets to your email address. We will not use your email address for any other purposes.

If you click the "Send the e-mail" button you will receive an email within minutes - unless you usually get your mails slower. If you do not get this email, then check your spam box.

If you enter an email address already known by the ticket booth you will get a mail with a link to enter a new password.

In both cases: click on the link and fill out the form you get.

You have to enter a password that is at least 6 characters long. For legal reasons we need to know your real name and we ask for your address in case something happens during the festival. We do not require your full address but we do require your zip-/postcode and the country where you life as this is important information for our sponsors and their contribution keeps the cost of your ticket down. You can also enter any medical information we might need to know and a telephone number of someone we can call if something happens to you during the festival. We also need some personal information in order to know for who we organize the festival and you have to agree to the Anime Festival house rules.

We will not use your email address for any other purpose than to communicate with you concerning your purchases in the ticket booth. We hate spam with a passion and will not contribute to it in any way. All your information is confidential and will not be shared with third parties.

1b. In case you forgot your password

Enter your email address in the "E-Mail address" field and click on the "Forgot password" button. Next the ticket booth asks you to confirm this and if you click the "Send the e-mail" button it will send you an email containing a link to enter a new password for your existing account. The email contains a link that is valid for 24 hours.

When you click the "Send me the e-mail" button you will receive an email within minutes - unless you usually get your mails slower. If you do not receive this email, then check your spam box.


2. Buying ticket(s)

After each of the above procedures you enter the Overview page. From this page you can place, review and change your order(s). You can place multiple orders using a single account and you can also order more than one ticket per order.

Click on the "You have ordered no tickets" link or use the “Order tickets” button to create a new order. On the first step: “Tickets” you can specify what you want to order. Select the ticket types and fill out the name, gender and age for all people for whom you order. If this is your first order for this year, the ticket booth will enter your personal information for the first ticket, but you can change it or even remove it if you only want to order merchandise.

If you change your mind you can remove any tickets by selecting “No ticket” as Ticket type and by removing the name of the ticket holder. Empty ticket rows are discarded. If you want to order more than four tickets, use the “Add tickets” drop down list and extra ticket rows will be added.

Click on the “Next” button to go to the second step: “Merchandise” if you want to take our mascots home with you after the festival.

Click on the “Next” button to go to the third step: “House rules”. You will have to agree to them to visit the festival. As a reward for the previous steps you can now read Kiki’s comics illustrating some of the house rules. Also you can enter any comments, questions or medical conditions we should know about – if any.

Click on the “Next” button to go to the fourth step: “Payment”. Choose your payment method. When you choose iDEAL or PayPal as a payment option and return to our site after completing the payment, you will be mailed your tickets immediately, otherwise you'll have to wait until we manually process your payment. For other payment methods we will send you an email containing order and payment details and will then show you a screen containing the same information. The email is only sent to give you as confirmation of your order.


3. Paying ticket(s)

After confirming your order you will receive an email with payment instructions depending on the method you chose.

3a. Paying

If you used iDEAL or PayPal, paid your order and return to our site we will process the payment automatically. Otherwise you will have to wait until we process your payment manually.

If you choose to use Dutch or International bank transfer then please pay as soon as possible but within 30 days of receiving the tickets at the latest. Both the status screen and the emails we have send you contain all information necessary for payment.

Non-iDEAL payment processing is done by hand. We process the payments at least every week and will try to do this daily just before the festival commences. Please do not worry if you do not receive your tickets within a few days. Please do contact us if it takes more than two weeks.

3b. Reminders

If we do not receive your payment we will send you reminders by email for up to 30 days after placing your order. This mail will state the last day payments were processed, so you can judge for yourself if you need to worry.

The reminder mail also contains all necessary payment information and a links to pay directly using iDEAL or PayPal as well as a link in case you want to cancel your order. Please use the cancellation link if you no longer plan to come. Should you fail to reply or act for yourself, we will cancel your order if we have not received payment within 30 days after you placed your order. Both cancellation methods are valid, however we prefer you to cancel using the link in the reminder mail.

If you think we made a mistake or have any other questions or remarks concerning your order or the ordering process, then please just reply to any of the mails you get from the ticket booth. As these mails contain the information we need to quickly answer your specific question, this is a much better way to get a quick answer to your specific question than using our forum or contact form. Please use Dutch or English in your contact with us.


4. Where are my ticket(s)

Payments are never lost but sometimes they follow strange trails (see item 7d). Contact us before the festival if we did not process your payment – but after reading this topic.

If contacting us fails, the worst that may happen is that you might have to buy another ticket at the door. If we find out - after the festival - you already had paid for your ticket we will reimburse you promptly for the cost of the ticket you bought at the door.

4a. Check the ticket booth

When we process your payment our system will automatically send you an email containing your ticket. In the two weeks before the festival we process payments daily so you should receive your tickets within a couple of (working) days after you made your payment. In other weeks it may take us up to two weeks to process your payment.

Emails sometimes do not arrive, so check the ticket booth if you expected your tickets but did not receive them. Log in and click your order in the overview page. You will then see the order status screen. If we processed your payment your order will have the status “Tickets valid” and you will see your ticket numbers.

Each ticket number on the order status screen is a link. If you click on a ticket number you can then print the ticket from the booth. You can also use this page to email the ticket to someone else or to request a new ticket number if you lost your current number and someone else might have taken it.

4b. Printing the ticket(s)

Please print the ticket with the barcode clearly visible so we can scan your ticket at the entrance. Use a high quality setting if your printer has one. Make sure the ticket number is readable as well, as that is our backup in case our scanner cannot read your printout. If you can't print the ticket, please write down the ticket number. Do try to print it, possibly at a friend's house, as it significantly faster to scan a barcode compared to manually entering a ticket number. Also phone's do not scan. During peak times we have separate quick lines for visitors with a paper printout.

You will receive a separate email for each ticket. All tickets need to be printed if you have ordered more than one. You can also print or forward your ticket without the email, simply by logging in to the ticket booth, clicking on the order and then clicking on the ticket number.

4c. At the festival

Take your ticket with you to the festival. At the Ticket Desk we will scan your ticket number and – if all is well – give you a badge to enter the festival and a booklet containing the program.

Though most tickets are registered to a person, we will only use this information in case of trouble or emergency. We do not check your name at the Ticket Desk; we only check that you are the first to use your ticket number. Therefore it is important to request a replacement ticket if you lost a printout of your ticket or if you think someone else might have run off with a copy of your ticket. You can do this by logging in to the ticket booth, clicking on your order and then on the ticket number you lost. When you click on the “Request new ticket number” button we will cancel your old ticket and issue you a replacement ticket free of charge. Print this ticket from the browser or click on the “Send email” button to receive the new number in your email inbox.

If there is a problem with your ticket you will have to pay for an at-the-door ticket and we will reimburse you after the festival in case the fault was ours.

4d. Printing your pickup slip

For any merchandise you ordered you will receive a single pickup slip per order. Print the pickup slip just like your tickets and take it with you to the festival. You can pick up your merchandise at the Ticket Desk at the festival.

Items on a pickup slip are issued to the first person showing up with the pickup slip. Therefore it is important to request a replacement pickup slip if you lost a print of your pickup slip or think someone else might have run off with a copy of it. We will then cancel your old pickup slip and issue you a replacement pickup slip free of charge.


5. Changing ticket(s)

After you have placed your order you can still change it. What you can change depends on the status of your order.

5a. Allowed changes

This table shows an overview of what changes are allowed at which point in the ticketing process. You can change your orders up to the first day of the festival. (During the festival the ticket booth is closed and you cannot log in.)

Order status Step 1:
Tickets
Step 2:
Merchandise
Step 3:
Comments
Step 4:
Payment method
Not paid Ticket names changeable
Ticket types changeable
Number of tickets changeable
Changeable Changeable Changeable
Tickets valid Only ticket names changeable
Contact the desk for other changes
No changes possible No changes possible No changes possible
Cancelled
Reimbursed
Revoked
No changes possible No changes possible No changes possible No changes possible

Of course it is not wise to change your order if you have already paid but we have not yet changed your status.

When you want to change your order, log in to the ticket booth. Then you will see links that allow you to change the information you can change.

When changing information use the “Next” and “Previous” buttons to navigate. Use the “Save & Close” button to save the information or use the “Cancel” button to cancel all changes since the last “Save & Close”. If you want to lose only the changes at the step you are at, just use the "Step" links at the top of the form to go to another "Step". Do not use the "Step" links if you want to save changes you just made.

5b. Upgrading Tickets

You can upgrade a day ticket to a weekend ticket and a Friday or Sunday ticket to a Saturday ticket and even switch Friday and Sunday tickets. Reply to the ticket e-mail that you want to do so or use the contact form on this site.

For a Friday or Sunday ticket the cost of upgrading to a Weekend ticket is the price of a Saturday ticket at the moment the upgrade was requested. Conversely upgrading a Saturday ticket costs the current Friday/Sunday ticket price. If you already have Saturday ticket and another day ticket you can upgrade to a Weekend ticket for free, but you will have to request this at least a week before the festival. To upgrade a Friday or Sunday ticket to a Saturday ticket the costs are the difference in price with the current Saturday ticket price.

Switching Friday and Sunday tickets is free of charge, but must be requested at least a week before the festival.

5c. Downgrading Tickets

You can also downgrade a weekend ticket to a day ticket and and a Saturday ticket to a Friday or Sunday ticket. Again: reply to the ticket e-mail that you want to do so or use the contact form on this site.

However: we do see downgrades as a cancellation plus purchase of a new ticket at the current prices. This means that downgrades more than 7 days after placing the order cost an extra € 5,- euro for each weekend ticket and € 3,- for each day ticket.

5d. Re-sending E-Tickets

If you have lost your ticket email and want to receive it again, log in to the ticket booth and click the order in question on the Overview page, click on the “E-Mail Tickets” button and you will receive all the tickets again by email. Alternatively you can click on the ticket number and send that ticket to a specific email address of your choice. Lastly you can just print that page as it contains the barcode with ticket number.

5e. Other changes

If you need to change something but you are not allowed to change it, then please reply to one of emails of the ticket booth and state your request. Please do not write a new email, as the reply will contain the information about your order that allows us to answer you as quickly as possible.

Alternatively you can use the contact form on this website. Choose "Ticket (booth) question" as subject. Please make sure you add enough information for us to find your order, for example by entering your order number.

In both cases please do remember that we speak Dutch.

For some changes the J-POP Foundation (Stichting Promotie Japanse Popcultuur) may charge you administrative costs. We will inform you of any such costs before proceeding with your request.


6. Cancelling

6a. Unpaid tickets

If you would like to cancel your unpaid Anime Festival ticket, you can do so without any further cost by using the ticket booth application or using any of the emails sent by the ticket booth.

Emails for unpaid orders contain a link that allows you to cancel your order without requiring you to login. Click on that link and confirm the cancellation by clicking on “Yes”.

You can also cancel your order by logging in to the ticket booth and clicking on the order in question on the Overview page. Then click on the “Cancel order” button and confirm by clicking “Yes”.

If for some reason you cannot do this online, please send an email cancellation request to the ticket admin (by replying to a ticket booth email or using our contact form, choose "Ticket (booth) question" as subject). Your order will then be made invalid.

6b. Paid tickets

If you would like to cancel a ticket that you have already paid, you can only do so by sending a request to the ticket administrator - though costs may apply (see 6c). To do this please reply to one of emails of the ticket booth and state your request. This is the quickest method, as the reply contains the information about your order we need to answer you as quickly as possible.

Alternatively you can use the contact form on this website. Choose "Ticket (booth) question" as subject. Please make sure you add enough information for us to find your order.

The J-POP Foundation (Stichting Promotie Japanse Popcultuur) will accept cancellation requests up to 15 days before the start of the festival. Cancellations at a later date will not be honoured.

6c. Costs

The J-POP Foundation (Stichting Promotie Japanse Popcultuur) charges € 5,- for each paid weekend ticket and € 3,- for each paid day ticket mentioned in your cancellation request for destinations within the Netherlands. Only cancellations within 7 days of the order date and e.g. cancellations for winners of free tickets are free of costs.

Cancellations for foreign bank accounts can incur the additional cost of an international transaction.

Unpaid tickets can be cancelled free of charge using the ticket booth or a link in the reminder mail.

6d. Cancellation by the J-POP Foundation (Stichting Promotie Japanse Popcultuur)

The J-POP Foundation (Stichting Promotie Japanse Popcultuur) will automatically cancel your ticket(s) if payment has not been received within the period allowed by the ticket FAQ.

The J-POP Foundation (Stichting Promotie Japanse Popcultuur) reserves the right to refuse delivery of tickets to persons or organisations without giving any reason whatsoever. Possible payments made by these persons or organisations to J-POP Foundation (Stichting Promotie Japanse Popcultuur) will be refunded to said persons or organisations without further costs.

No refund will be paid in case of cancellation of a ticket during the festival due to a breach of our house rules or the law. Nor can refunds be paid when the festival is unreachable or has to be cancelled due to circumstances beyond control of the J-POP Foundation, e.g. railway strikes or a terrorist threat.


7. General questions

7a. Is the hotel included?

No, it is not included. You will have to make your own sleeping arrangements, possibly at one of the festival hotels but many visitors stay at other hotels in the area. See the hotel information page for more details.

7b. Do I have to put my real name on the ticket?

Yes!

We see our festival as a place where real live meets the Internet. We have a separate field for your Internet/Forum/Facebook nickname that we will print above your name in a larger font on your badge. If you want people to call you by your nick, just ask them. It is quite common and many visitors will do so even without being asked. However, almost all the people you meet will have also their real name on the badge. If you want to meet or make friends not trusting them with your name, while they trust you with theirs, is not a good start in our opinion.

On the other hand we do not check your credentials so you can enter a false name if you want to, but if you have to identify yourself for an 18+ event or you loose your ticket or your badge and you did not enter your real name you will have a problem that you could have avoided.

7c. I can go only two days, can I sell the ticket for the other day?

You are only paying for two days! The price difference between two day tickets including the Saturday and a weekend ticket is 1 euro in the first sales period and does not exist in the later perisod. For at most 1 euro extra you are allowed to stay the whole night, instead of having to leave at midnight.

A ticket is transferable and it gets the ticket holder - you - a badge at the registration desk with your name printed on it (see previous question). The badge identifies you as a person allowed to enter the festival and is not transferable. If someone else wearing your badge misbehaves (and we do not know you lost your badge) you will be in the same happy position as any other victim of identity theft.

So the answer is no!

7d. Where is my mail?

If you did not receive any mail, after a message on the site says you should have, it is probably in your Spam box. If it is please send a reply to the email. That will allow us to see what causes a spam filter to regards us as such. In any case you will be able to find most of the information., including pages containing your tickets, in the ticketbooth.

7e. Can I buy tickets at the door?

We don't know! We may sell out and though this is unlikely for the Friday and Sunday there is a real risk that we cannot sell you Weekend and Saturday tickets during the festival.

Also realize that the tickets you buy at the door are the most expensive tickets we sell.

7f. My name on the ticket is incorrect

You can change the name on your ticket by logging in and changing the order. You can then get new tickets by clicking on the “Send E-Tickets” button. However you don't need new tickets; the name on your ticket is not important for us. As long as the name in the ticket booth is correct we use that name. You can also change your name before the badge is printed at the registration desk, but as this holds up the line it should be a last resort.

7g. My order status is still “Not paid”

First check whether your bank refused your payment as in the previous question. Usually your payment is refunded the same or the next day. This covers about 50% of the cases where we have this problem.

If you did not get a refund the next reason is usually time. We process payments by hand. We do this at least weekly and we aim for daily in the week before the festival, but it can take us a week after your payment before we process it and send you your tickets. Also any payment method other than electronic banking takes the bank a couple of days to execute and foreign payments often take another 3 to 7 days extra to reach us.

If neither of these is the case, reply to one of the reminders or the original order information and state:

  • The account number used.
  • The date your payment was transferred.
  • The amount of the payment.
  • The description used on the payment.

A print screen or copy&paste from electronic banking or a scan of your bank statement will provide this information as well.

With this information we usually find the cause of the problem very quickly.

7h. Why do you want to know so much?

You really think it’s that much we need to know? We stopped asking for a full address years ago as we usually no longer need it, but we do ask for it to contact you when emails do not work (which happens twice a year) and in case something goes wrong during the festival (which is quite common). Also the zip-/postcode and the country you are living in is important information for sponsoring and that does keep the cost of your ticket down.

We request your age and gender because we're curious and want to be able to adapt the festival to the visitors we get, not to the visitors we think we get. For some payment methods we need banking details in order to link your order to your payment efficiently.

7i. What do you do with my personal information

As we do not like spam at all we will never use your email address for anything other than sending your order information. If we decide in the future to use your email address for anything other than that we will only do so after asking you for permission – and even that permission will not be asked for by email.

Today this policy is required of us by Dutch law, but we held to it years before this became law, even since our inception.

We do exchange visitor information with other festivals and Anime related businesses, but we do this only using age, gender and the digits of your zipcode.

7j. My question is not on this list

Check the “Ticket booth questions” section on our forum first. If your question is of a general nature you can ask your question there. However, for questions about your tickets please contact the ticket administrator, either by replying to any mail from the ticket booth or use the contact form on this website (choose "Ticket (booth) question" as subject).

J-POP in cooperation with:
  • Aniway
  • Archonia
  • Bit Agency
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  • Bandai Namco Entertainment
  • Wacom
  • Red Dot Commerce
  • Game Mania
  • The Embassy of Japan in the Netherlands
  • The Japan Foundation
  • NWTV.NL
  • AFK e-Sports
  • VUE
  • GameRoomS
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