Balance recovery
If the event is over and your wristband or tag was left with unused balance, you have the right to ask for it back. This page explains, honestly, how automated that process is today and what you need to start it.
You can already do this yourself. The self-service portal is available: you sign in with your tag, your ID document and a one-time code, and you check or request the return of your balance without waiting for someone to review your case by hand. If you'd rather not use it, or you no longer have the tag, you can also write to us directly and we'll follow up case by case.
Attendee self-service portal
Sign in with three pieces of information — your tag, your ID document, and a one-time code we send you — and resolve the inquiry or return of your balance yourself, without waiting for someone to review your case by hand.
Tag · ID document · One-time code (OTP)
Takes you to portal.cashlesstap.com, outside this site. If you'd rather not use it, or don't have the tag, you can also write to us by email, as explained below.
What will you need?
Have this ready before writing to us — it lets us locate your tag and verify that whoever requests the refund is entitled to it:
- Your wristband or tag identifier, if you have it on hand. It isn't printed or engraved on the device — event staff usually has it on record. If you don't have it, that's fine: the event's name and date let us locate your tag just the same.
- Your ID document, the same one used to register the tag during the event (if the organizer requested that data at registration).
- The name and date of the event where you used the wristband.
- An email or phone number where we can reach you to confirm the refund.
How to start the process today
If you have your tag, your document, and access to the email/phone you registered with, the fastest path is the self-service portal above. If you can't use it — you lost the tag, don't remember the registration, or simply prefer someone to help you — here's the manual process:
Write to us through the contact channel
Use the contact form with the reason "Support" and include the details from the previous section. Don't leave it half done: the less we have to ask you afterward, the faster it moves.
We verify manually against the event
When a case doesn't go through the self-service portal, someone from our team manually confirms that the tag and your data match the event you indicate. This can take more than a day — there is no guaranteed response time while the process is manual, and we say so instead of promising a deadline we can't meet.
We confirm the balance and arrange the refund
Once verified, we tell you how much balance is on record and the means by which it can be returned to you.
Honest questions you probably have
Does the self-service portal fully replace writing to you?
For most cases, yes: if you still have the tag and the document you registered with, the portal resolves the inquiry or the refund without anyone reviewing your case by hand. The contact channel keeps existing for whatever the portal can't resolve on its own — for example, if you no longer have the tag.
What if I no longer have the physical wristband?
Write to us anyway: with the event name, the approximate date, and your document we can try to locate the tag tied to your registration, although the process may take more verification time.
Does the balance expire?
The system does not expire balance automatically: no wristband or tag loses balance on its own with the passage of time. What does exist is a deadline to request the refund: you have 60 calendar days from the date the event ended to request the return of any balance you haven't used, following the process described above.
After that deadline, any balance you haven't claimed becomes the property of GACO SAS de CV and can no longer be refunded. That's why it's worth not leaving the process for the last minute: the deadline runs from when the event ended, not from your last purchase.