Question 1

I entered my name or email incorrectly when purchasing. Can it be corrected?

Accepted Answer

Typos or incorrectly entered purchaser names and dates of birth cannot be corrected after the fact. Please make sure to enter all information accurately at the time of purchase, ensuring it matches your passport. Additionally, the operator is not responsible for any missed notifications resulting from an incorrect email address or delivery failure, so we strongly recommend using an email address with a high delivery rate.

Question 2

How can I confirm that my purchase and payment were completed successfully?

Accepted Answer

Once your purchase is complete, a confirmation will be sent to the email address you entered at the time of payment. You can also check it in your purchase history.

Question 3

Can minors purchase this package?

Accepted Answer

The hotel package combines a concert ticket with hotel accommodation, so under our policy minors are not permitted to purchase it. The NAMANE package can be purchased by minors; however, attendance is only possible for those who meet the concert's minimum age requirement, so please confirm this in advance.

Question 4

Can I transfer my purchased package to a friend or family member, or have someone purchase it on my behalf?

Accepted Answer

No, this is not possible. The purchaser's own ID is verified when tickets are collected, and tickets or purchases that have been transferred to another person cannot be used for entry.

Question 5

I want to change the number of guests (e.g., 1-person package to 2-person package) or change the travel dates.

Accepted Answer

Due to the nature of this combined package, individual changes to any component or partial cancellations are not possible. If you wish to change details such as the number of guests or dates, you must cancel your existing purchase in accordance with the full cancellation policy and then make a new purchase with your desired options. (※ Cancellation fees may apply depending on the timing of the cancellation.)

Question 6

I accidentally made a duplicate package purchase, or bought a separate regular concert ticket. Can I get a refund?

Accepted Answer

Only one product per person (either a 1-person or 2-person package) may be purchased. Refunds are not available for duplicate purchases that go unused, so please cancel any unwanted orders. (※ A cancellation fee may apply depending on when you cancel.)

Question 7

Can I gift or transfer my mobile ticket to someone else?

Accepted Answer

The mobile voucher may only be used by the purchaser; it cannot be transferred to or used by anyone else.

Question 8

I would like to know the seat number I have been assigned.

Accepted Answer

Seats are assigned randomly. You will be able to confirm your exact seat number when you collect your ticket at the venue on the day of the concert.

Question 9

I have purchased my ticket. What should I do next?

Accepted Answer

Please bring your ticket voucher and a valid physical ID to the designated exchange point and exchange it for a physical ticket.

Question 10

Can I add options after completing my purchase?

Accepted Answer

Due to the nature of this package, it is not possible to add or change individual options after purchase. If you wish to change your options, you must cancel your existing purchase in full and make a new purchase with your preferred selections. (※ A cancellation fee may apply depending on when you cancel.)

Question 11

Can I be assigned a seat in my preferred location?

Accepted Answer

Seats for this concert are assigned randomly by the system, so advance seat selection is not possible. Your assigned seat will be confirmed when you collect your ticket at the venue on the day of the concert.

Question 12

Can I change my hotel check-in or check-out date?

Accepted Answer

The hotel stay dates are fixed as part of the package and cannot be changed partially. To change the dates, you must cancel your current purchase in full and make a new purchase for the package with your preferred dates. (※ A cancellation fee may apply depending on the time of cancellation.)

Question 13

I would like to change to a different hotel. Is this possible?

Accepted Answer

Due to the nature of bundled package products, a partial change to a different hotel after purchase is not possible. You must cancel the entire purchase and re-purchase with a different hotel option. (※ Cancellation fees may apply depending on the time of cancellation.)

Question 14

I logged in on a new phone and could not find my purchase information.

Accepted Answer

Your purchase history will not disappear even if you change devices or log out. Please double-check that you are logging in with the same account credentials you used when making the payment on your previous device.

Question 15

I haven't received a hotel voucher by email. How do I check in?

Accepted Answer

No separate voucher is sent for hotel accommodation. Simply visit the hotel reception in person and present your passport; staff will verify your name and purchase details and proceed with check-in immediately.

Question 16

Does the hotel stay include breakfast?

Accepted Answer

No, all hotel accommodations included in this package are on a room-only basis and do not include breakfast.

Question 17

We would like three people to share one room. Is it possible to add a guest or an extra bed?

Accepted Answer

No, that is not possible. This package is available for purchase as a single-person or two-person package only. The room type (twin/double) and bed type are assigned randomly by the system; specific room requests, arbitrary changes, and adding extra guests are not permitted.

Question 18

Is there a separate children's rate at the hotel? Can I bring my minor child?

Accepted Answer

Products that include hotel accommodation cannot be purchased by minors, and no separate children's rate is offered. Minors may stay only when accompanied by a legal guardian. Please note that anyone below the minimum age for the concert cannot enter the venue regardless of whether they hold a ticket or are accompanied by a guardian, so please confirm this before attending.

Question 19

Can I attend the concert only and skip the hotel stay?

Accepted Answer

You are welcome to attend the concert without using the hotel accommodation; however, no refund will be issued for any unused hotel nights.

Question 20

Can I change my room by paying an extra fee?

Accepted Answer

Hotel room type (twin/double, etc.), floor, and room number are assigned randomly. Even if you pay an additional fee, you cannot change your room on-site or in advance.

Question 21

I would like to extend my hotel stay by one night. How can I do that?

Accepted Answer

If you need accommodation beyond the 2-night, 3-day itinerary included in this package, you will need to contact the hotel directly to arrange and purchase the additional nights separately from the package.

Question 22

I did not receive a purchase confirmation email for my hotel stay. Is there a problem with my hotel booking?

Accepted Answer

This package does not send a separate purchase confirmation voucher or email for the hotel stay. Please visit the hotel front desk in person, present your passport, and check-in will be completed after your purchase information has been verified.

Question 23

I contacted the hotel but they said they cannot find my booking. Can you look into this?

Accepted Answer

Guest information is sent to the hotel in bulk, so individual booking lookups may not be possible before check-in. Please don't worry — simply bring your passport on the day of check-in and visit the front desk.

Question 24

Can my travel companion check in to the hotel before I (the purchaser) arrive?

Accepted Answer

Hotel check-in requires the purchaser to be present in person and to present a valid ID. Early proxy check-in by a travel companion is not permitted.

Question 25

Is early check-in or late check-out available? What are the charges?

Accepted Answer

Due to the nature of this package, which has a fixed itinerary and room assignment, early check-in and late check-out options are not offered in advance. Availability and any additional charges depend on room availability at the hotel on the day, so please inquire directly at the hotel front desk.

Question 26

Can guests travelling together be assigned adjacent rooms?

Accepted Answer

This cannot be guaranteed. Rooms are assigned automatically by the system, so adjacent or nearby room assignments cannot be guaranteed even if you purchased multiple packages separately.

Question 27

Is there a shuttle bus to the concert venue?

Accepted Answer

The contents vary depending on the package. Please check the details of each package to see if a shuttle is included.

Question 28

What documentation do I need to check in when I purchased online? Do I need to pay a security deposit?

Accepted Answer

No separate accommodation voucher will be sent by email. The purchaser may check in by visiting the hotel reception and presenting their physical passport. Regarding the security deposit, the hotel may require a credit card pre-authorization or cash payment on-site in accordance with its own policy; this will be settled at check-out.

Question 29

If I arrive in the early morning hours, how is the room rate calculated?

Accepted Answer

This product is a package with 2 nights pre-paid in full, so no deduction or partial refund will be made for unused time even if you check in late at night or in the early morning hours on the first day.

Question 30

What is the check-out procedure? Is a room inspection required?

Accepted Answer

On your departure day, please visit the front desk before the designated check-out time, return your room key card, and settle any minibar or paid service charges. Room inspection procedures for damage assessment follow each hotel's own internal standards.

Question 31

Can the hotel accommodate foreign guests? Do they accept foreign currency payments?

Accepted Answer

Hotels associated with this package have staff capable of communicating in foreign languages (such as English), though this may vary depending on the situation at the time. Any additional on-site payments must be made in Korean Won (KRW) or with a credit card that supports international transactions. We recommend using a credit card, as cash payments in foreign currency may be limited depending on whether a currency exchange facility is available at the hotel.

Question 32

If I arrive at the hotel late at night, will there be a staff member at the front desk to assist with check-in?

Accepted Answer

Yes, check-in is available at the front desk of all selected hotels even if you arrive late at night. However, to ensure a smooth check-in, we recommend that guests expecting a late arrival contact the hotel's customer service center in advance to leave a "Late Check-in" note.

Question 33

Where can I collect the physical ticket and other items included in the package (such as the NAMANE Card)?

Accepted Answer

Please visit the Hotel Lobby or ticket booth located inside the concert venue during the designated operating hours on the day of the concert to collect your items. Please check the package details for more information.

Question 34

What are the requirements for valid ID accepted for identity verification?

Accepted Answer

A physical ID clearly showing your photo and date of birth is required. [Accepted IDs: a passport that has not expired, an alien registration card, a mobile ID operated through the official Korean government app] [Not accepted: student ID, employee ID, National Health Insurance card, resident registration certificate, medical insurance card, government employee ID, expired passport or alien registration card, a youth ID application confirmation form without an official seal, or a mobile ID saved as a screenshot or photo]

Question 35

I purchased a 2-person package — could my companion and I end up with separate seats? Can seats be changed?

Accepted Answer

When you purchase a 2-person package, adjacent seats are provided so you can enjoy the concert side by side. However, the specific seat numbers are assigned randomly by the system and can only be confirmed when you collect your tickets on the day of the concert. Seat changes, cancellations, or refunds due to dissatisfaction with assigned seats are not permitted under our policy.

Question 36

How much is loaded on the NAMANE Card included in the package, and where can I use it?

Accepted Answer

The NAMANE Card is a specially produced prepaid card that comes preloaded with 10,000 KRW at the time of collection. It can be used freely at all affiliated merchants in Korea, including Daiso, CU convenience stores, and Mega Coffee, and it also offers partner discount benefits. For detailed usage instructions, please scan the QR code on the back of the card.

Question 37

I left my physical ticket at my accommodation or lost it. Can it be reissued at the venue?

Accepted Answer

Once a physical ticket has been issued, it absolutely cannot be reissued, cancelled, or refunded for any reason whatsoever — including loss, theft, damage, or failure to bring it to the venue. Entry is not possible without your ticket, so please take great care to keep it safe.

Question 38

I think I will arrive after the concert has started. Can I still enter partway through?

Accepted Answer

Entry may be restricted after the concert begins, depending on safety and stage production conditions. Cancellations and refunds are not available if you are unable to enter due to late arrival, so please make sure to arrive well before the concert start time to collect your ticket and enter the venue.

Question 39

Can I bring a large bag or suitcase into the venue? Is there a cloakroom?

Accepted Answer

Items that obstruct other audience members' views or pose a safety risk are not permitted inside the venue. For a comfortable and safe experience, we strongly recommend checking in to your hotel first or leaving your luggage there, and then coming to the venue with light belongings — please do not bring large suitcases or heavy bags.

Question 40

Can I receive my ticket by showing a screenshot of a bank transfer or card payment record?

Accepted Answer

No. Even if you are the purchaser, a bank transfer record or card statement alone is not sufficient to collect your ticket or gain entry. You must bring your ticket voucher and the specified valid physical ID.

Question 41

Can I collect my ticket on a different day from the date I was given?

Accepted Answer

Tickets can only be collected at the designated location within the designated operating hours.

Question 42

How do I use my concert ticket voucher?

Accepted Answer

On the day of the concert, please visit the on-site ticket booth and present your voucher together with a valid, original photo ID, and it will be exchanged for a physical ticket. You can also view your voucher in your purchase history.

Question 43

I have completed my purchase. When and how can I receive my concert ticket?

Accepted Answer

On the day of the concert, please visit the on-site ticket booth and present your voucher along with a valid government-issued photo ID in person; your voucher will be exchanged for a physical ticket. You can check the voucher in your purchase history.

Question 44

Can I pick up my ticket at the hotel?

Accepted Answer

Some packages allow you to pick up your tickets at the hotel, but this is not available at all hotels. Please check the details of each package for more information.

Question 45

I have completed my purchase. When will I receive my seat assignment?

Accepted Answer

Seats are assigned in advance on a random basis. You will be able to confirm your exact seat number when you collect your physical ticket as instructed.

Question 46

For a 2-person package, does my companion also need to present ID when collecting the tickets?

Accepted Answer

Tickets can only be collected by the actual purchaser after identity verification. The purchaser must bring their valid physical ID and the voucher. Additionally, any companions must bring their own ID and accompany the purchaser to collect the tickets together.

Question 47

What documents do I need to prepare to collect my ticket?

Accepted Answer

To collect your ticket, you must present: ① a voucher confirming your purchase, and ② a valid original photo ID (passport, alien registration card, etc.).

Question 48

I was unable to collect my ticket during the designated collection time. What should I do?

Accepted Answer

If you do not collect your ticket within the designated ticket booth operating hours, you may be unable to collect your ticket or enter the venue. Please plan to arrive at the venue with plenty of time to spare on the day.

Question 49

How do I use the free shuttle bus service after the concert?

Accepted Answer

The free shuttle service is available only to guests who have purchased a hotel package that includes shuttle bus service. Shuttle bus information will be sent one week before the concert to the email address used at the time of purchase, so please follow the instructions provided.

Question 50

Is the free shuttle bus after the concert available to all hotel package purchasers?

Accepted Answer

The free shuttle bus is available to customers who have purchased a hotel package that includes shuttle service. However, some hotels (such as those near the venue) may not have shuttle service, so please check the details of the package you purchased.

Question 51

Do I have to use the shuttle bus?

Accepted Answer

The shuttle bus is a complimentary convenience service provided for guests who have purchased a hotel package that includes shuttle service. If you prefer not to use it, you are welcome to make your own way there independently.

Question 52

I was a little late and missed the shuttle bus. Is there an alternative vehicle available?

Accepted Answer

No additional service or alternative vehicles are provided after the designated shuttle bus operating hours (especially after the last bus). Please make sure to be at your boarding point in time for your scheduled departure.

Question 53

Can I bring luggage on the shuttle bus? If so, are there any size or weight restrictions?

Accepted Answer

Standard-sized travel bags are generally permitted on the shuttle bus. If your luggage is excessively large, on-site staff may restrict it from being brought on board for safety reasons.

Question 54

I only purchased a ticket for one person, but can other members of my group also ride the shuttle bus to the venue?

Accepted Answer

The free shuttle bus is available only to guests who have purchased a hotel package that includes shuttle service. Companions may not ride together.

Question 55

Can I use only the return shuttle without taking the shuttle to the venue?

Accepted Answer

If you have purchased a hotel package that includes shuttle service, you may use the return shuttle only.

Question 56

When and where should I board the shuttle bus for the return trip from the venue?

Accepted Answer

The exact boarding time and location for the shuttle bus operating after the concert will be sent before the concert to the email address you provided, so please check the information in that email.

Question 57

When and how will I receive my add-on option voucher?

Accepted Answer

Add-on option vouchers will be sent in bulk to the email address you entered at the time of payment one week before the concert. You can also check them in your purchase history starting one week before the concert.

Question 58

Do I need to print my voucher when visiting the venue?

Accepted Answer

No. You may present your voucher on your smartphone screen, and it can be verified and exchanged for a physical ticket. You can also check the voucher in your purchase history.

Question 59

My plans have changed. Can I partially cancel or modify only the add-on options?

Accepted Answer

No. This product is a bundled package, so it is not possible to partially cancel or change dates by removing only the add-on options.

Question 60

I received an add-on option voucher. Can I extend the expiry date or transfer it to someone else?

Accepted Answer

Add-on option vouchers are valid only within the specified validity period and cannot be extended, partially cancelled, or individually transferred to another person. Vouchers that expire unused are automatically voided and will not be reissued or refunded, so please be sure to use them before the deadline.

Question 61

How do I use the additional option vouchers I received?

Accepted Answer

Additional option vouchers can be used by presenting the mobile voucher screen (PIN or QR code) at the venue for verification, or by exchanging them for physical admission tickets. The specific usage method and exchange location differ for each option, so please check the instructions provided on your voucher. You can also check them in your purchase history starting one week before the concert.

Question 62

(1MILLION) When and where will the class be held?

Accepted Answer

The K-POP dance special class is held on the date and time specified in the product information of the package you purchased. In addition, you will receive the voucher and detailed information by email one week before the concert. You can also check the voucher in your purchase history.

Question 63

(1MILLION) Can beginners who have never danced before, or non-Korean participants, join the class?

Accepted Answer

Yes, absolutely. This is a master class designed for K-POP fans from around the world. It starts from the basics so that even complete beginners can follow along easily. International participants are also very welcome.

Question 64

(1MILLION) Are there any items to prepare or a dress code for participation?

Accepted Answer

We recommend wearing comfortable activewear that allows ease of movement.

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