A missing balance usually comes down to two things: which entity is linked to your wallet (a ticket or a chip), and which stage of the event you're in. Work through the checks below in that order.
Check which entity is linked
You can see your currently linked entity here:
TICKET
CHIP (note: the chip number shown is only a sample)
Before the event:
Usually only tickets can be linked, though in some cases chips can be linked before the event starts too.
If you top up your entity and it still shows no balance, wait a few seconds for the payment to finish processing. If it still hasn't appeared after a couple of minutes, reach out through the options at the bottom of this article.
During the event:
When you enter, your ticket is connected ("swapped") onto a chip, and any balance you topped up beforehand transfers from the ticket to the chip. This creates a balance transfer transaction on both the ticket and the chip.
Example:
Action | Transaction | Resulting balance |
Top up ticket | +100 € | Ticket: 100 € |
Swap at entrance (ticket) | −100 € transfer | Ticket: 0 € |
Swap at entrance (chip) | +100 € transfer | Chip: 100 € |
Our system automatically replaces the ticket entity with the chip entity in your wallet when it detects the ticket swap. The one requirement: the ticket link must already exist before the swap happens.
What to expect afterward:
If you re-link your ticket, it will show a 0 balance — but its transaction history will still list your top-ups and the balance transfer to the chip.
Once a ticket has been swapped to a chip, topping up the ticket is disabled. The chip is now the entity you top up.
If you top up your chip and the balance doesn't change, wait a few seconds for the payment to process.
After the event:
Top-ups are no longer available once the event ends, so your balance simply depends on which entity is currently linked in your wallet.
You may also have already requested a payout. A payout creates a "payout transaction" that drains your remaining balance — you can confirm this in both the transaction history and the payout overview.
Still stuck?
If your balance still looks wrong after working through the steps above, we're happy to help:
Contact our online support — we can look into your wallet and transaction history directly.
Visit the troubleshoot stand at the event — the team on site can check your ticket or chip in person and sort it out on the spot.