Questions and answers
Short answers to the questions we are asked most. If yours is not here, the contact details are at the bottom of the page and we would rather hear from you than have you guess.
Buying tickets
How do I buy a ticket?
Register an account, confirm your email address, choose how many tickets you want for which day, and pay with Mobile Money or by reserving for cash. Your tickets are emailed to you as soon as the payment is confirmed.
Do I need an account to buy a ticket?
Yes. Tickets are delivered by email and checked at the entrance, so the account is what ties a ticket to a buyer. It takes a minute, and you need a working email address that you can confirm.
Why do I have to confirm my email address before I can buy?
Because the ticket is an email. An address that has not been confirmed may belong to somebody else, and a ticket sent there could not be recovered. You can browse the site and sign in without confirming; only buying needs it.
How much does a ticket cost?
Prices are per person, per day, and are shown on the tickets page and again at checkout before you pay anything. A Mobile Money payment also carries a service fee, shown separately with the total. Today that is Ordinary at K50.00, Standard at K150.00 and VIP at K350.00, each per person per day.
What is the difference between the ticket types?
They differ in what is included on the day: Ordinary is general admission, Standard adds reserved seating and a delegate pack, and VIP adds front-row seating and refreshments. Each is valid on the day you choose and admits one person.
Can I buy tickets for more than one day?
Yes. Choose the day you want on the tickets page, add your tickets, then switch to another day and add those too. They can all be paid for in one order.
How many tickets can I buy at once?
There is a limit per order for each ticket type, shown on the tickets page. The limit applies to the whole order, not to each day, so spreading tickets over several days does not raise it.
Can tickets sell out?
Yes. Each ticket type has a total allocation for the whole event, shared across the three days, so a busy day can take the last of a type even while another day still has stock. If a type has sold out the page says so rather than taking your money.
Can I buy a ticket for somebody else?
Yes. Each ticket is a PDF with its own QR code, and whoever presents that code is admitted. Forward the ticket to the person attending, or print it for them. We cannot reissue or refund a ticket that has already been used.
Can I buy tickets as a company or in bulk?
The site sells up to the per-order limit at a time. For a larger number, or for an invoice, contact us and we will arrange it directly.
Paying with Mobile Money
How does a Mobile Money payment work?
Choose Mobile Money, pick your network, and enter the number that will approve the payment. A request goes to that phone; you approve it there with your own PIN, and your tickets are issued the moment the payment is confirmed. We never see or ask for your PIN.
Which networks can I use?
Airtel, MTN and Zamtel. The list at checkout comes from our payment provider and only shows the networks that can take your payment at that moment.
Why does the total change when I pick a different network?
The service fee follows the network: each one charges us slightly differently, and the fee is passed on rather than hidden in the ticket price. Choose a network and the total updates before you pay anything.
Is the service fee refundable?
No. It covers charges we pay as soon as the payment is taken and do not get back, so an approved refund returns the ticket price and not the fee. Cash payments have no service fee at all.
The prompt never arrived on my phone. What do I do?
Check the number you entered, then cancel the request from the order page and start a new one - the same tickets are held for another 10 minutes. Before a new request goes out, we show you the number it will go to and the network it belongs to. If the prompt is going to the wrong phone, the number is wrong.
My phone showed the same prompt twice. Will I be charged twice?
No. A network can re-present the same request, and approving it again does not take the money twice - it is one payment that goes through once. What would charge you twice is starting a second request and approving both, which is why the page will not let you start another while one is still waiting.
I have already approved the prompt. What now?
Wait for the page to confirm it. If it has not updated, press "Check the status now" and we will ask your provider directly. Do not start a new payment for the same order while you are unsure - if both went through, the extra money is difficult to trace and you would have to ask us to return it.
I was charged but I have no ticket. What should I do?
Do not pay again. Open the order from your dashboard and press "Check the status now", which asks your provider for the truth. If the payment is confirmed, your tickets are issued on the spot. If it is not, tell us the order reference and the Mobile Money number you paid from and we will trace it with the provider.
How long do I have to complete a Mobile Money payment?
Your tickets are held for 10 minutes while you pay, and go back on sale if the payment is not confirmed in that time. Nothing is charged for a request that expires. If it does expire, you can open the order and try again for another 10 minutes - and you have 24 hours and 5 attempts before you need to start a fresh order.
Why do you ask me to confirm my phone number and network?
Because a prompt goes to whichever phone owns the number you type. A wrong digit sends it to a stranger who cannot approve it, and you would be waiting for tickets that are never coming. The form shows the number and the network as you type, and refuses a number that belongs to a different network from the one you chose.
Paying with cash at a branch
How do I pay by cash?
Choose "Cash Payment" at checkout. Your tickets are reserved, not paid for, and you are given a reservation number: it is the order reference on your order page and in your email. Pay that number at any Elitrasmart branch and your tickets are issued once a member of staff confirms the payment.
How long does a cash reservation last?
You have 24 hours from reserving to pay at a branch. If it is not paid in that time the reservation is cancelled automatically, the tickets go back on sale and nothing is owed. You are welcome to reserve again.
Where can I pay cash?
At any of our branches, in Lusaka, Choma, Chipata, Kitwe or Livingstone, during trading hours. The addresses and hours are on the contact page. Mobile Money has no such limit - it can be used at any time of day.
What do I need to bring to the branch?
Your reservation number - the order reference beginning SM26 - and the money. Your name and the email address on the account help the staff find the reservation if you do not have the number to hand.
How do I receive my ticket after paying in cash?
As soon as a member of staff records your payment, your tickets are issued and emailed to the address on your account, one PDF per ticket with its own QR code. They also appear in your dashboard straight away, so you can download or print them there.
I cannot get to a branch within :cash_hours hours. What happens?
The reservation expires and the tickets go back on sale - nothing is owed and you have not been charged. You can reserve again, though the tickets may be gone if the day is busy. If you cannot reach a branch, Mobile Money can be paid from anywhere.
Can I cancel a cash reservation?
Yes. Open the order from your dashboard and cancel it, which releases the tickets for somebody else immediately. Nothing has been charged, so there is nothing to refund.
Can I pay part in cash and part by Mobile Money?
No. One order is paid for in one payment: either a single Mobile Money payment, or cash at a branch. If you need to split a large purchase, place separate orders.
Your tickets and the entrance
How do I receive my tickets?
By email, as soon as the payment is confirmed: one PDF per ticket, each with its own QR code, so five tickets means five PDFs. They are also always in your dashboard, under "My tickets".
I did not get the email. What should I do?
Look in your spam or junk folder first - ticket emails carry attachments, which some providers treat with suspicion. Then open the ticket in your dashboard, where there is a button to email it to yourself again. If it still does not arrive, contact us: your tickets exist and can always be downloaded from the site.
Do I need to print my ticket?
No. The QR code on your phone screen is enough, and it works whether it is displayed or printed. Print it if you would rather not rely on your phone battery on the day.
What if my QR code will not scan at the gate?
The entrance team can find your ticket by its ticket number - the number printed on the ticket, beginning SM26-TKT - and admit you from that. You do not need to have the code scanned to get in.
Can I use one ticket for two people, or go in twice?
No. A ticket admits one person once. A second scan is refused as already used, and a ticket found by its number is admitted once in the same way.
What if I lose my ticket, or delete the email?
Download it again from your dashboard at any time - it is the same ticket, and the code does not change. If you cannot sign in, contact us with the order reference. Treat the QR code like cash: anybody holding it can be admitted with it.
I bought a ticket for the wrong day. What can I do?
Tickets are sold per day and cannot be swapped on the site. Tell us as soon as you notice, and if the day you want still has tickets we can arrange it: the unused ticket is refunded and you buy one for the correct day. We cannot move you to a day that has sold out.
My ticket is for one day and I can only come on another. Will I be let in?
The entrance team sees which day your ticket is for and will tell you. Admission on a different day is at the organiser's discretion and cannot be guaranteed, and a sold-out day cannot be reopened. If you can only attend on another day, contact us before the event.
Do you check identification at the gate?
The entrance team checks tickets, not identity: the QR code is the ticket, and whoever presents it is admitted. The venue may have its own entry rules, which are outside our ticket process.
Refunds and changes
Can I get a refund if I change my mind?
No - a ticket is a commitment to attend, and refunds are for the cases in the Refund and Cancellation Policy: the event being cancelled or rescheduled, a payment taken without a ticket being issued, being charged twice, or a ticket never being issued at all. Nothing in that policy affects your rights under Zambian consumer law.
How do I ask for a refund?
From the order itself: open it from your dashboard and use "Request a refund" at the bottom of the page, telling us why. You are given a request reference immediately, you are emailed when the request is received and again when it is decided, and you can withdraw it while it is still open.
How will the money be returned?
Elitrasmart returns the money itself, directly to you, rather than through the website. Once your request is approved we contact you to arrange it, and refunds are paid back within 5 working days of approval. We return it by the method you paid with, and never to a different wallet or to somebody else: a Mobile Money payment goes back to the wallet that paid, and a cash payment is handed over at a branch.
What happens to my tickets if I am refunded?
If the whole order is refunded, its tickets are cancelled and can no longer be used. If part of an order is refunded, the remaining tickets stay valid.
Can I cancel a payment request I have started?
Yes. Open the order and cancel it: the request is closed, the tickets go back on sale and nothing is charged. If a prompt was already on its way to your phone we cannot call it back, so if you approve it that payment still goes through and your tickets are still issued - which is why you should never pay a second time.
What if the event is postponed or cancelled?
We will email every ticket holder using the details on their account, and explain the options, which include a refund of the ticket price. Any change to the dates is also published on the event page.
Your account and your data
I forgot my password. How do I get back in?
Use "Forgot your password?" on the sign-in page. We email you a link to set a new one. If the email does not arrive, check your spam folder and try again - the link is time-limited and only the most recent one works.
Why does signing in sometimes ask for a code sent by email?
That is two-step sign-in, and it is optional: switch it on from your settings and a code by email is required after your password. It is worth doing for an account that has bought tickets. If you lose access to the email address, contact us - do not create a second account.
How do I change my name, phone number or password?
From your settings, once you are signed in. Changing your password signs out your other devices, which is deliberate.
How do I delete my account?
From your settings. If the account has no orders, it is deleted outright. If you have bought tickets, it is closed and your personal details are erased instead, because the record of money taken and tickets admitted has to be kept - your orders stay, the records stop naming you, and any ticket you still hold remains valid.
What do you do with my information?
We use it to sell you a ticket and to get you in: your account, your orders, your payment references and the entrance record. We do not sell it, we do not share it for advertising, and we email you only about your own account and orders - there is no marketing list.
What cookies does this site use?
Four, all of them needed to run it: the session that keeps you signed in, a security token for the forms you submit, a "remember me" cookie if you ask for one, and one that records that you have read the cookie notice. There is no analytics, no advertising and no third-party tracking.
Do you ever ask for my Mobile Money PIN?
Never. You approve every payment on your own handset, and the PIN is entered there. Nobody from Elitrasmart will ever ask you for your PIN, your password or a one-time code. If somebody does, they are not us - please tell us about it.
Still stuck
How do I contact you?
Email us, or visit a branch during trading hours. Have your order reference to hand - the reference beginning SM26 - as it lets us find your order, payment and tickets immediately.
What details should I include when I write to you?
Your order reference, the email address on the account, and what you were doing when the problem happened. For a payment problem, the Mobile Money number you paid from and the payment reference from the order page are the two things that let us trace it with the provider. Never send your PIN, your password or a one-time code.
Where are the full rules?
The Terms of Service govern buying a ticket, the Refund and Cancellation Policy explains refunds, the Privacy Policy covers your information, and the Cookie Policy lists the cookies.
Terms of Service Refund and Cancellation Policy Privacy Policy Cookie Policy