30 juni 2026
Cashless payments at events: how to inform visitors and crew
It's Friday evening, and the food truck event is slowly filling up. At the entrance, visitors admire their payment cards, scan the QR code, top up their balance, and walk on to the bar. No line at the token machine, no pockets full of plastic tokens, no fumbling for change. One tap, one order, done. That's the promise of cashless payments at events, but this transition from plastic tokens, paper vouchers, or cash starts with clear communication to both your visitors and your crew.
Tim Thuis
Product lead
When it comes to cashless payments for events, there are two systems, each requiring its own explanation.
Closed loop payments: only for your event
Closed loop is a payment system that's closed and specific to that event. With an anonymous card, you scan the QR code with your phone and top up your balance using a trusted payment method. Tactile supports no fewer than 22 payment methods for this, including iDEAL, PayPal, and credit card.
With a personalized wristband, this is often combined with ticket sales and an event app, so the visitor already has access to their account before arrival and can pre-load their balance. At the entrance, the ticket is checked and the visitor receives a wristband with the balance already on it. This means they can place an order right away, without first having to visit a top-up point.
Open loop payments: just tapping your card
Open loop is easier to explain: it's card payment the way visitors are used to everywhere else. They pay with their debit card, credit card, smartphone, or smartwatch. The crew member presses "pay," the visitor holds their payment method up to the reader, and the transaction is complete. Any refunds, such as eco-cup deposits, are processed the same way.
What do visitors need to know about cashless payments?
Refund payments are more versatile than you might think. The most common use cases at events include:
How does topping up work?
With an anonymous card, you scan the QR code with your phone and top up your balance using one of the available payment methods. With a personalized wristband, this happens through the event app or a link in the confirmation email.
How do you share balance with other visitors?
With an anonymous card, you scan the other visitor's QR code and enter a PIN code. With a personalized wristband, this is done through the app. You can also create a group to easily share money.
What happens to remaining balance after the event?
This depends on the arrangements made with the organizer. The options are:
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Automatic refund after the event (popular)
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Carry the balance forward to a future event
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Submit a refund request within an agreed period
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Balance expires
An automatic refund is the most visitor-friendly option, but carrying the balance forward to a future event is also very popular and an ideal way to encourage visitors to attend the next edition! Always communicate this clearly in advance, so there are no surprises afterward.
What do you do about a lost or broken wristband?
Visitors can go to the information point on site or approach a crew member. Most issues can be resolved on the spot. For more complex problems, the organizer can contact Tactile, and we'll resolve it as quickly as possible.
How does it work in practice?
Good communication about cashless payments is also a matter of timing. These are the key moments:
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At ticket purchase: Include a brief explanation of how the payment system works and how visitors can top up their balance.
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One to two weeks before the event: Send a pre-event reminder with practical information about topping up, paying, and any refunds.
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On the day itself: Briefly confirm how it works again upon arrival. Clear instructions from the crew when handing out cards or wristbands are essential here.
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During the event: Send notifications through the event app at key moments, for example when a bar gets busy.
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At departure and in the weeks after: Communicate about balance processing and the refund procedure.
Which channels should you use?
Cashless payments require communication across multiple channels, tailored to your audience and the type of event:
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Email and event app: For direct and personal communication before and during the event.
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Website and FAQ page: A fixed place where visitors can find answers to their questions.
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User dashboard: while topping up, the visitor is also informed about how paying works.
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Social media: short explainer videos work particularly well to illustrate the system visually.
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Local channels: for village festivals, Christmas markets, and neighborhood events, flyers and local ads are still effective.
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On-site signage and banners: signs at bars and food stalls provide the final step of the explanation right on site.
The crew: the difference on the ground
The most convincing communication toward visitors happens through your crew. A crew member who confidently explains how the system works immediately puts visitors at ease. So make sure every staff member masters the following before the event: How are payments processed? How do I take an order and settle payment efficiently? What do I do if a device fails?
Frequently asked questions about cashless payments at events
Visitors encountering cashless payments for the first time have questions. By answering those questions in advance, you prevent confusion and frustration during or after your event.
Are there transaction fees?
For card payments, these are the same fees as with a regular transaction, like at the supermarket. With closed loop, this only applies when topping up. Communicate clearly in advance which fees apply and when they're charged.
Is cash also accepted?
This is up to the organizer. It's certainly possible to accept cash, but only with closed loop payments, such as a cash card. State this explicitly in all communications, so visitors know what to expect.
How does the system work if the internet connection drops?
A frequently asked question, especially at large events. Our system uses an offline mode for both closed and open loop, so orders can always keep being processed. If poor internet is expected in advance, the event can always be equipped with satellite internet.
What personal data is processed?
For privacy-conscious visitors, this is a fair question. Indicate what data is collected, how long it's retained, and what happens to it.
Am I entitled to a refund?
Not always, but the terms and process vary per event. Refer visitors to the specific channels where this is stated.
Conclusion
Cashless payments are still relatively new to many visitors. Investing in clear communication before, during, and after the event doesn't just mean fewer questions on site it also means a smoother, more enjoyable experience for your visitor.
The same goes for your crew: well-informed staff are the calling card of your event and help build an amazing experience.
