FAQs

What are the sales channels through which tickets can be purchased?

 

 


How many tickets can I buy?

A maximum of 12 tickets can be acquired per purchase. All wristbands purchased in one purchase will be shipped to a single address.


Can I buy the ticket and have someone else use it?

Yes, the tickets are not nominative. We remind you though that resale is illegal in Spain.


Are there any tickets for just one concert?

No. You can buy your season ticket for Mad Cool and you will have access to the site during all the days of the festival or, if not, you can buy a day ticket that gives you access to the site one of the fpur days (the day you are most interested in).


How long will each artist perform?

The duration will not vary that much from the rest of the shows of their respective tours. The schedule and stage where each artist performs will be published a few weeks before the festival


Can I request a ticket refund?

Tickets once purchased cannot be exchanged or refunded, based on our ticketing conditions.


What are the season ticket prices?

With wristband delivery to the peninsula, Balearic Islands, Canary Islands, Ceuta and Melilla:

4-Day ticket - €210 + booking fee

4-Day VIP Ticket €482 + booking fee

 

With international wristband shipping:

4-Day Pass - €220 + booking fee

4-Day VIP Pass - €482 + booking fee

 

*The countries to which we ship the wristband are the following: Portugal, France, Italy, Germany, United Kingdom, Switzerland, Belgium, Luxembourg, Netherlands, Austria, Ireland, Sweden, Finland, Denmark, Czech Republic, Poland, Romania, Hungary, Slovenia, Bulgaria, Croatia, Slovakia, Estonia, Lithuania, Latvia, Norway, Greece, Serbia and Turkey.


When will season tickets be on sale? What are the official sale points ?

The general sale of 4-Day passes will begin on December 15th at 12:00pm through the following online sale points:


What are the season ticket prices?

With wristband delivery to the peninsula, Balearic Islands, Canary Islands, Ceuta and Melilla:

4-Day pass – €210 + booking fee

4-Day VIP pass – €482 + booking fee

 

With international wristband shipping:

Regular Pass - €220 + booking fee

VIP Pass - €482 + booking fee

 

*The countries to which we ship the wristband are the following: Portugal, France, Italy, Germany, United Kingdom, Switzerland, Belgium, Luxembourg, Netherlands, Austria, Ireland, Sweden, Finland, Denmark, Czech Republic, Poland, Romania, Hungary, Slovenia, Bulgaria, Croatia, Slovakia, Estonia, Lithuania, Latvia, Norway, Greece, Serbia and Turkey.


What advantages does the VIP ticket or subscription include?

- Entrance to enjoy all concerts and activities throughout the festival.

- Access to the site by exclusive VIP entrance.

- Access to the VIP area with privileged visibility of the main stages from the terrace.

- Bar and restaurant service with reduced prices to recharge your batteries and continue enjoying the festival.

- Relaxation area.

- Welcome Pack.


When will 1-Day tickets be on sale? What are the official sale points?

The general sale of 1-Day tickets will begin on January 3rd, 2024 at 12:00pm through the following online sale points:


What are the 1-Day tickets prices?

With wristband delivery to the peninsula, Balearic Islands, Canary Islands, Ceuta and Melilla:

1-Day ticket – €89+ booking fee

1-Day VIP ticket – €187 + booking fee

 

With international wristband shipping:

1-Day ticket – €95 + booking fee

1-Day VIP ticket – €197 + booking fee

 

*The countries to which we ship the wristband are the following: Portugal, France, Italy, Germany, United Kingdom, Switzerland, Belgium, Luxembourg, Netherlands, Austria, Ireland, Sweden, Finland, Denmark, Czech Republic, Poland, Romania, Hungary, Slovenia, Bulgaria, Croatia, Slovakia, Estonia, Lithuania, Latvia, Norway, Greece, Serbia and Turkey.


What advantages does the vip ticket or pass include?

- Entrance to enjoy all concerts and activities throughout the festival.

- Access to the site by exclusive VIP entrance.

- Access to the VIP area with privileged visibility of the main stages from the terrace.

- Bar and restaurant service with reduced prices to recharge your batteries and continue enjoying the festival.

- Relaxation area.

- Welcome Pack.


What is Mad Cool Area?

Mad Cool Area is online place where you can check and modify your shipping details in order to receive your wristband correctly. Additionally, Mad Cool Area allows you to check your tickets status and top up your wristband.


How do I access Mad Cool Area?

You can access Mad Cool Area through https://madcoolarea.es/. To access your profile you will need your purchase reference code and the email you used when buying.


What is my Purchase Reference?

The purchase reference is the order number. 

For tickets purchased through Ticketmaster, you can find the Reference number in both the purchase confirmation email and on the ticket. It appears as REF and consists of seven digits:

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In Lyte tickets it will appear with # at the beginning in the purchase confirmation email (enter the reference number without #)

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If you don't have or can’t find this number, you will need to request it directly to the ticket vendor or check it in your Ticketmaster or Lyte profile. These are the contact channels for both:

Lyte: https://support.lyte.com/hc/en-us/requests/new?ticket_form_id=4428210598043

Ticketmaster: https://help.ticketmaster.es/hc/es/articles/360001830337-Canales-de-contacto


What can I do if I have problems accessing Mad Cool Area?

• Check that the email you're using to log in is the one used for the purchase. For Ticketmaster, it's the one associated with your Ticketmaster account. Make sure there are no spaces before or after the email address. 

• Ensure that the reference number is correct. Verify that there are no spaces before or after the email. 

• If you still can't access it, send us an email with your details to pulseras@madcool.es


What should I do if I don't see all my tickets in my Mad Cool Area account?

If you made purchases at different times and/or have multiple purchases, you will need to access once for each purchase made. Use each reference number to access and view the tickets for each purchase. 

If you still can't see the tickets following these steps, contact us via email at pulseras@madcool.es


What can I do if I can´t find a ticket and I didn´t receive the purchase confirmation email?

If you have already checked your SPAM folder and still haven't received your tickets, you will need to contact the ticket vendor where you made the purchase. 

These are the contact channels for each of the ticket vendors: 

Lyte: https://support.lyte.com/hc/en-us/requests/new?ticket_form_id=4428210598043 

Ticketmaster: https://help.ticketmaster.es/hc/es/articles/360001830337-Canales-de-contacto


What is the festival´s wristband for?

The wristband is the sole method of access and payment at the festival. It serves as your "ID" within the venue. To use the wristband for payments at the festival, you'll need to top it up before and/or during the event. We recommend checking the FAQs on topping up wristbands in the 'Wristband Top-Up' section.


When will the Mad Cool 2023 wristbands be shipped?

Shipping will commence in May and continue until the end of June.


When will I receive my wristband?

Between the months of May and June. For shipments within Spain, you'll receive a message from Correos Express to the phone number or email specified at the time of purchase, 24 hours before receiving the wristband. 

If there are any difficulties with delivery, Correos Express will contact you using the details provided in your Mad Cool Area* profile to arrange delivery (exclusively for shipments within Spain). 

If you encounter any issues with your wristband delivery, please contact us via email at pulseras@madcool.es

*What is Mad Cool Area? For more information, please refer to the corresponding section in the FAQs.


When will I receive my wristband if I live in Europe?

Between the months of May and June. If you have any questions about your order, you can contact directly pulseras@madcool.es


Is there a minimum top up amount for the wristband?

There is no minimum top up amount, nor is there a limit on top ups. You can top up your wristband as many times as you wish.


When will I receive my wristband if I live outside of Europe?

If you reside outside of Spain and Europe, you will be able to pick up your wristband at the festival entrance. We will inform you through our channels about where this point will be located.


Where will my wristband be sent?

Check the address in your Mad Cool Area profile to ensure it reaches the correct destination. 

The wristband will be shipped to the address you provided in your Mad Cool Area profile (Apart from Spain, we also ship to Germany, Austria, Belgium, Bulgaria, Croatia, Denmark, Slovakia, Slovenia, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Norway, Netherlands, Poland, United Kingdom, Czech Republic, Romania, Serbia, Sweden, Switzerland, and Turkey). 

If your country is not listed, it means that wristband shipping is not included with the ticket. In that case, you'll need to collect it at the festival entrance by always presenting your ticket. 

We will provide more information about the collection point later on.


Can I change the shipping address?

You can modify the address in your Mad Cool Area profile as long as your wristband hasn't left the warehouse, so we recommend reviewing your details and modifying the address as soon as possible. Once the wristband has been handled and/or leaves the warehouse, you'll be able to track its status in Mad Cool Area.


What can I do if I don´t want to receive my wristband at home and I want to pick it up at the venue instead?

Within your Mad Cool Area profile, you can mark the corresponding box ("I don't want to receive my wristband at home") in the "Your Data" section. If you select this option, you'll need to collect your wristband at the festival entrance collection point always presenting your ticket. We'll provide more information about the location of this point later on.


Can I track the shipment of my wristband?

Yes, for shipments within Spain, there's a tracking link from Correos Express. You'll receive it in the message sent by Correos Express before your wristbands are delivered.


What can I do if my wristband arrives damaged?

If you have any problem with your wristband you can contact us by email at pulseras@madcool.es


What happens if I lose my wristband?

If you lose your wristband before the festival, contact us at pulseras@madcool.es If you lose it during the festival, you'll need to visit the incidents point at the venue entrance to obtain a new access wristband, which will invalidate the previous one.


Can I top up my wristband before arriving at the festival?

Yes, you can top up your wristband before arriving at the festival. We recommend that you do it in advance to avoid any waits.


What happens if the wristband gets damaged during the event?

If your wristband gets damaged during the festival, you'll need to visit the incident point where we'll exchange it for a new one, that will invalidate the previous one.


How can I top up my wirstband?

You can top up your wristband through the Mad Cool Area, through our official APP, and at the physical recharge points within the festival.


Is there a way to deactivate the wristband in case of loss or theft to prevent unauthorized use?

Yes, we can deactivate the wristband in case of loss or theft. Contact us at pulseras@madcool.es before the festival or visit the incident point during the event, and we'll assist you.


Can additional tickets be purchased for companions at the festival?

Additional tickets can be acquired through official sales channels and at the venue box office if the event is not sold out.


Where can I top up my wristband?

You can top up your wristband before the festival within your Mad Cool Area profile under the "Top up your wristband" section, through the official Mad Cool Festival App, using the QR code found on your wristband, or during the festival itself at the top-up points within the venue.


How do I top up my wristband online?

To top up your wristband online through Mad Cool Area, simply select the "My Tickets" section and choose the ticket for which you want to top up the wristband, then click on 'Top up wristband'.


How do I top up my wristband through the APP?

The top up feature through the App will be activated soon. It will appear in the “Top Up your Wristband” section within the drop-down menu located at the top left of the app.


How do I top up my wristband using the QR code?

To top up your wristband using this method, simply scan the QR code with your mobile device.


Is there a minimum top up amount for the wristband?

There is no minimum top up amount, nor is there a limit on top ups. You can top up your wristband as many times as you wish.


Can I top up my wristband before the festival?

Yes, from the moment you receive the wristband, you can top it up within your Mad Cool Area profile or using your QR code. We recommend doing so before arriving at the festival to save time.

(If you're unsure how to access it, you can check the FAQs section of Mad Cool Area)


Can I top up my wristband at the festival?

Yes, there will be wristband top up points within the venue, although we recommend topping it up beforehand to avoid waiting. You can load money onto the wristband as many times as you wish with cash, card (or online). Once topped up, you can enjoy all the festival services.


What should I do if I can't top up my wristband before the festival?

If you encounter any issues topping up your wristband, you can contact us at pulseras@madcool.es


Can I top up my wristband with cash at the festival top up points?

Yes, you can top up your wristband with cash and card by visiting the physical points within the venue. Additionally, online top up is available.


Can I get a refund for the unused balance on the wristband?

Yes, there will be a one-month period for requesting a refund for the unused balance starting from 11:59 am on Monday, July 15th until 11:59 am on Thursday, August 15th through Mad Cool Area.


Is there any cost for getting your wristband´s balance back?

No, there is no fee for refunding the remaining balance.


When will the wristband balance be refunded?

Once the refund is requested within the specified period, refunds will begin from Monday, July 29th, 2024.


What does it include?

- 4-Day GA/VIP pass or 1-Day GA/VIP ticket, for Mad Cool Festival 2024.

- Access to the festival through a FAST TRACK for Santander SMUSIC ticket buyers. More detailed information coming soon. 

-Possibility to use a free CHECKROOM at the festival. More detailed information coming soon. 

-You will have the chance to participate in the draw for an EXCLUSIVE EXPERIENCE with the chance to attend a EUROPEAN CONCERT by an international artist. More detailed information coming soon.  

- You will have the chance to participate in the draw to attend one of the "SHOWCASES SANTANDER SMUSIC BY MAD COOL" that take place in Madrid. More detailed information coming soon. 


How can I buy it?

Exclusive 4-Day pass for Santander customers. The purchase of this ticket will only be available to those who have a card issued by Banco Santander Spain. In order to get your Santander SMUSIC 4-Day pass you will have to make the payment with your Banco Santander card. Maximum purchase of two tickets per card. If you are not yet a customer, you can become a Santander customer here.


What are the prices of Pack Lovers?

1 GA 4-Day pass with national shipping – €224 + management fees

1 GA 4-Day pass with international shipping – €244 + management fees

2 GA 1-Day tickets with national shipping - €94 per ticket + management fees

2 GA 1-Day tickets with international shipping - €107 per ticket + management fees


Where will I receive my Pack Lovers?

We will send you the e-Ticket to your email and you will be able to receive the pack at your home at the address indicated in the purchase process.

Remember that if you already have a user account with Ticketmaster, the address will be the one registered in your user profile.


When will I receive my Pack Lovers?

You will receive national shipping within 72 hours from the day after making the purchase.

In the case of international shipping, it will be subject to the times and conditions depending on the destination country.


Do I have to be of legal age to go to Mad Cool Festival?

You can enter the festival without the need to be accompanied by a person of legal age from 16 years old. 


If I am under 16 years old, can I enter?

You can enter, but you must be accompanied by a parent or legal guardian. If they cannot, you must be accompanied by a person of legal age authorized by your parent or legal guardian (authorization form is provided in the conditions of sale) and bring the authorization with you.


Do children pay admission?

Admission is free for children from 0 to 8 years old. They must always be accompanied by their parent or legal guardian or, if they are unable to do so, by a person of legal age authorized by their parent or legal guardian (authorization form is provided in the conditions of sale). At the venue, children under 8 years of age must pick up their wristband at the Box Office.


What are the ticket prices for people with reduced mobility?

The ticket price is the same for people with reduced mobility. They will be able to access the areas enabled for people with reduced mobility with an accompanying person (with a festival ticket).


What to do in case of an anxiety attack or similar?

Each person experiences anxiety differently and requires different care. If you need assistance, our Support Point colleagues will assist and accompany you. You can also go to our medical service located around the venue.


What to do in case of theft?

Immediately notify our security personnel and provide all the details you can about the incident.


What to do in case of verbal aggression?

Notify our security personnel about what happened. Our colleagues from the Support Point will be available if you need any kind of support or accompaniment.


What to do in case of physical assault?

Go to our medical services located around the venue and notify our security personnel. Our colleagues from the Support Point will be available if you need any kind of support or accompaniment.


What to do in case of chemical submission?

If you notice something or believe you have been a victim of a prick, immediately notify someone you trust.

Seek assistance from our security and medical staff.

Go to the violet point if you are nearby.

Monitor the area of the prick and report any symptoms that appear.

These may include dizziness, numbness in the limbs, loss of vision, inability to speak, or feeling of fatigue.

Do not stay alone or return home alone.

Don't forget to ask the healthcare team about the protocol for monitoring bloodborne diseases.

If you have witnessed someone pricking another person, immediately notify our security team.

If someone close has been pricked, do not leave them alone at any time and ensure they receive medical attention.


What to do in case of sexual assault?

Deciding whether to disclose what happened or not depends on the victim, and the staff will respect their decision. Reporting to the authorities to initiate the protocol is also a personal decision. Our medical service is distributed throughout the festival to assist the victim. They can request psychological assistance at the medical point or go to our Support Point, where our association's members present that day will help the victim and respect their decisions on how to proceed.