Frequently asked questions
Answers to the questions we are asked most about tickets, payments, entry and galleries.
How do I receive my tickets?
Send a ticket request from the event page. Our team confirms it and sends payment details by email or WhatsApp. As soon as payment is verified, your tickets are issued: each admission gets its own unique ticket code. Open My Tickets at any time with your email address and order reference to see them.
Can I buy several tickets in one order?
Yes. You can request multiple admissions in a single order, up to the maximum per order set for that event. Each admission is issued as a separate ticket with its own entry code.
What payment methods can I use?
For now our team confirms every order personally and sends M-Pesa or bank transfer details. Online card and M-Pesa checkout is coming soon — we never show a payment option that cannot take a real payment.
Why do you never ask for my M-Pesa PIN?
Your PIN is only ever entered inside the official M-Pesa prompt on your own phone. Earth Beat never asks for it, and our website has no field for it. If anyone ever asks you for your M-Pesa PIN on our behalf, it is not us.
I paid but I have no ticket yet.
Open My Tickets and check the order status. Payments are matched by our team, usually within a few hours. If it stays pending, contact us with your order reference and we will reconcile it.
Can I get a refund or move my ticket to someone else?
Full refunds are available up to 14 days before the event unless the event page says otherwise, with credit notes between 14 and 3 days, and name transfers up to 24 hours before the event. The exact terms for your event are shown on the event page and in the Ticket Purchase and Refund Policy.
How does entry work?
Show the code on your ticket at the entrance. Our team checks it and confirms your name and ticket category. A ticket can only be admitted once — if it has already been used, entry will be refused.
What if my phone is dead at the gate?
Staff can verify your ticket manually using your ticket code and the name on the order, and the same checks apply. Writing your codes down is a good idea.
Are events age restricted?
Where an event has an age restriction it is shown on the event page. Identification may be requested at the gate.
What happens if an event is postponed or cancelled?
We contact every affected ticket holder using the details supplied with the order. Postponed events keep existing tickets valid for the new date unless we tell you otherwise, and cancelled events are refunded in full.
When are galleries published?
Each event has its own gallery, published once media has been edited.
Can I download photographs?
Where the gallery allows downloads, you can download individual images for personal use.
I appear in a photograph I would rather not be in.
Contact us through the contact form with the media and photography subject, telling us the gallery and the image. We will review it promptly and remove or adjust it where appropriate.
Can I use Earth Beat photographs commercially?
No. Gallery downloads are for personal, non-commercial use. Advertising, resale, redistributing a collection, or using our photography to promote another business requires our written permission.
Still need help?
Send us a note and we will come back to you. For ticket issues, include the email address and order reference you used.
Contact Earth Beat