Do I need to create an account to make a booking?
In order to book tickets online for this festival, you will need to create an account during the booking process.
Who is the lead booker?
The lead booker is the person who makes the booking and is the first named person on the booking.
Only one person can be the lead booker, they will book tickets on behalf of the whole group.
The lead booker is responsible for the booking, and is the only person we can talk to regarding the booking details.
Can I book for a group if I don’t know the names of everyone coming yet?
You will need to enter the name of the lead booker only at the time of booking,
You will be sent an email 6 weeks before the event requesting customers' details of all other tickets in your order, if you are ready to add these details now, you can go onto your account section at portugal.rollingloud.com/bookings and hit the 'check-in' button, please note once you add these details to a ticket they cannot be changed.
Can I pay in instalments?
Yes, we have a payment plan option available. Please select the payment plan during the booking process and in the cart page in order to pay in instalments.
If you pay via payment plan, you will pay the first instalment at the time of booking and then pay the subsequent instalments monthly. The schedule must be agreed by you at the time of booking.
Please be aware the instalment amounts can differ between tickets, and that a payment plan option will not be available if you book on or after the 20th May 2023.
Balance payments must be made as per the terms on your payment plan or you risk the booking being cancelled and losing any monies already paid.
Your balance must be paid before the festival start date in order to receive your tickets.
Can I choose the number of instalments in my payment plan?
No, the payment plan is fixed and the schedule must be agreed by you at the time of booking in order to proceed with the booking.
Can I change the date my instalment is taken?
No, the payment plan is fixed and the schedule must be agreed by you at the time of booking.
Can my group pay for their part of the festival themselves? / Can I pay using more than one card?
We do not offer split payments. If you are paying in full at the time of booking or if a payment plan is set up, payments will be made using the lead booker's card details.
Payment plan customers do have the facility to update their card details by logging into portugal.rollingloud.com/bookings
I have a new bank card, how do I update my payment plan details?
If you have booked a payment plan and we have your card saved, you can update your payment details by logging into portugal.rollingloud.com/bookings
It is your responsibility to ensure that the payment card details remain valid and up to date. If you need to change your payment card details you must do this before payment of the next instalment becomes due.
What happens if I miss a payment plan payment?
If a Payment Plan has been set up, we will automatically take payment of the instalment on each payment date within the Payment Plan. It is your responsibility to ensure payments do not fail.
If we are unable to charge your card, due to your card being expired, insufficient funds or it has been declined by the bank, don’t panic! We’ll attempt to take the payment again in seven days, giving you time to fix the issue or update your payment method.
Please be aware, if the same payment fails 3 times, then your booking is at risk of being cancelled.
When is my last payment due?
Balance payments must be made as per the terms on your payment plan or paid in full at the time of booking (whichever is applicable). Failure to make your payments on time may put your booking at risk of being cancelled.
Will I have to pay a booking fee?
Yes, there is a 12.5% booking fee on the ticket price.
What to do if my credit card payment fails at checkout?
Check with your bank in the first instance, as they will be able to advise of the reason why your transaction has declined.
The issue may be because of the rollout of 3D Secure across all financial institutions, which is causing some technical difficulties for customers shopping online. To alleviate this, always ensure that your bank has your most up-to-date contact details, so you can verify the transaction.
How do I view my booking / log into 'my account' section on the website?
Once you've created your account you can log back into portugal.rollingloud.com/bookingsto view what you've purchased, make a payment, and download your tickets, when they are available.
What do I do if I have forgotten my password?
Please follow the 'Forgot Password' link on the log-in page.
What do I do if the details are wrong in my booking or on my confirmation email?
If you believe that any details on your booking confirmation (or any other document) are wrong, you must advise us immediately.
Please contact us here.
Changes cannot be made later and it may harm your rights if we are not notified of any inaccuracies within five days of us sending the document to you.
