Merge branch 'ticket-faq' into 'main'

Ticket FAQ

See merge request infra/static-pages/37c3-infos!14

docs/tickets.md

 # Tickets
 
 Tickets will be available for online presale (no local sale) at [tickets.events.ccc.de](https://tickets.events.ccc.de).
-If you have questions or need help, please contact us [via email](mailto:37c3-tickets@cccv.de).
+If you have questions or need help, please check the [FAQ](#faq) below – and if you can’t find an answer there, contact
+us [via email](mailto:37c3-tickets@cccv.de).
 
 ## Presale Dates
 
@@ -37,3 +38,187 @@ Those dates will be open to everybody and do not require a voucher code. The dat
 
 Please note that experience shows that you will need to be very punctual (think seconds, not minutes) to buy a ticket
 during the open phase.
+
+## FAQ
+
+### Vouchers and presale phases
+
+I was an angel at 36C3. How do I get my voucher?
+: If you were an angel at 36C3 with the required amount of hours worked, and allowed us to contact you via email, you
+will receive an email with your voucher code. If you did not allow us to contact you via email, you’ll have to [contact
+us now](mailto:37c3-tickets@cccv.de).
+
+I was an angel at 36C3 and I have the angel shirt to prove it. Why didn’t I get a voucher?
+: Angel shirts had a different cutoff than the 20 hours we’re using for the vouchers. If you’re sure you worked 20 hours
+or more, and you didn’t receive a voucher, please [contact us](mailto:37c3-tickets@cccv.de).
+
+I’m a member of CCC. How do I get my voucher?
+: During the first phase of presale, we give vouchers to active parts of our community – membership itself is not a
+qualifier. You can read more details [in our blog
+post](https://events.ccc.de/2023/10/11/37c3-presale-modus-operandi/#37c3-presale-modus-operandi-english).
+
+Our group got a voucher, but it was leaked!
+: You can [contact us](mailto:37c3-tickets@cccv.de) and we’ll invalidate the leaked voucher and issue a new one.
+
+I have an angel voucher or a speaker voucher. How do I use it?
+: You can redeem your voucher at [tickets.events.ccc.de](https://tickets.events.ccc.de) – scroll to the bottom of the
+page and enter your voucher. Your voucher is valid until (and including) the day of the third presale date (TBD), and
+can be redeemed at any time – especially outside the presale dates (so you can avoid the queue). You can only redeem
+each voucher once.
+
+I have a group voucher. How do I use it?
+: You can redeem your voucher at [tickets.events.ccc.de](https://tickets.events.ccc.de) during the first and second
+presale date. Please be on time – you’ll be asked to solve a captcha to enter the queue. Once you’re through the queue,
+you can enter your voucher code.
+
+My group voucher doesn’t work!
+: Group vouchers are limited to a certain number of uses. We do this to make sure that no group can buy out all the
+tickets – voucher limits are based on the self-reported group size. The sum of all groups is larger than the amount of
+tickets in the group phase though, so if your group voucher doesn’t work, it’s because the limit of either the voucher
+or the presale date has been reached. You can try again during the public phase.
+
+I’m a member of the press, a news agency, a documentary filmmaker, etc. Are there press tickets?
+: TBD
+
+### Ticket sales and payment
+
+How do I buy a ticket?
+: You can buy a ticket at [tickets.events.ccc.de](https://tickets.events.ccc.de) during the presale dates (see above).
+You’ll be asked to solve a captcha to enter the queue. Once you’re through the queue, you can buy a ticket. Please note
+that experience shows that you’ll need to be on time (think seconds, not minutes) to be able to buy a ticket.
+
+I can’t afford a ticket!
+: We’d love to see you anyways. During the presale dates, you can request a Friends Ticket instead of a full-price
+ticket. To do so, click the link at the bottom of the presale page (during the first two dates, you’ll be asked to
+provide a voucher). You’ll have ten (TBD) minutes to write a short message telling us why you’re asking and how much you
+could pay for a ticket. We’ll get back to you within a few days.
+
+I’m blind/I have problems with my visions and I can’t navigate your captcha.
+: Please [contact us](mailto:37c3-tickets@cccv.de).
+
+How many tickets can I buy?
+: You can buy up to two tickets per cart. We limit cart size to make sure that nobody can snap up
+all the tickets with a single voucher. Group vouchers do not guarantee a ticket – both the presale day and the group
+voucher itself are limited and will (very probably) sell out.
+
+I need more than two tickets!
+: We limit orders/carts to two tickets, but you can simply place multiple orders.
+
+I want to bring my kids. Do they need a ticket as well?
+: Children under the age of 12 can enter the event for free, accompanied by a parent or guardian. For teenagers under
+the age of 18, we offer the Up-and-Coming tickets at a reduced price.
+
+I’m a disabled person and need a companion. Do they need a ticket as well?
+: Only you will need a ticket. Your companion can enter the event for free. If you have different companions on
+different days, please make sure to mention this at the registration.
+
+What’s the difference between the different kinds of Standard/Business tickets?
+: The difference is how much you’re supporting Congress. We need a higher average ticket price than our minimum price to
+make the event as awesome as possible. If you buy a ticket for more than the minimum price, you’re also making it
+possible for us to provide Friends tickets to people who couldn’t afford a ticket otherwise.
+
+Can I work for my ticket? I’ll work XYZ hours!
+: That’s not how Chaos Communication Congress works: All work is done by participants who have bought a ticket
+themselves. However, if you can’t afford a ticket, you can request a Friends ticket at a reduced price.
+
+Will there be day passes?
+: Nope.
+
+Will you sell tickets on-site, once the event starts?
+: Nope.
+
+How can I pay for my ticket?
+: We accept bank transfers to our German bank account and credit cards via Stripe.
+
+How long do I have to pay for my ticket?
+: You have 7 days to pay for your ticket – you’ll find your payment deadline on your order page. Please keep in mind
+that a wire transfer might take a few days and is only transferred on workdays. If you can’t make the payment deadline,
+please [contact us](mailto:37c3-tickets@cccv.de), or your order will expire.
+
+I don’t need my ticket and I want to re-sell it to somebody else.
+: We do not support the re-selling of tickets this year, due to the high amount of inflated prices and straight-up fraud
+going on. If you still want to hand off your ticket, please sell it for no more than you paid for it. You can give your
+order link or the ticket files to the buyer, as tickets are not personalized.
+
+Somebody wants to sell me their ticket. Is this legit?
+: Please make sure that you know and trust the seller, as they could just sell the ticket more than once. Please do not
+pay more than the initial ticket price.
+
+I accidentally gave a wrong transfer reason for my payment. What should I do?
+: Please [contact us](mailto:37c3-tickets@cccv.de) and tell us your correct transfer reason and what you wrote
+accidentally instead, as well as the name of the account owner the money comes from. Please DO NOT send a second
+transfer.
+
+How do I see if my payment has succeeded?
+: The payment status is shown on your order page. You will also receive an email when your order is marked as paid. Wire
+transfers can take a couple of days to come through; Credit card payments are processed almost instantly.
+
+I need an invoice for my ticket. How do I get one?
+: If you ordered a business ticket, you can download your invoice in the ticket shop immediately. For all other tickets,
+you’ll receive your invoice at a later date close to the event. Please keep in mind that according to German law,
+invoices with a total below €250 are valid without a recipient address (“Kleinbetragsrechnung”), so invoices for orders
+below that limit will not contain an invoice address.
+
+I want to change my invoice address.
+: If there is a mistake in your invoice address or you didn’t supply one already, please change your invoice address on
+the web interface, then contact us to reissue an updated invoice. Note, however, that we are not allowed to change the
+invoice address to an entirely different entity, i.e. a different company. Please keep in mind that according to German
+law, invoices with a total below €250 are valid without a recipient address (“Kleinbetragsrechnung”), so invoices for
+orders below that limit will not contain an invoice address.
+
+I want to supply my VAT ID and get an invoice with 0% VAT for reverse charge.
+: Reverse charge is not applicable. The place of performance is Hamburg, Germany, thus we have to charge German VAT. You
+can retrieve your VAT via the VAT reimbursement process.
+
+I need the address of the recipient to initiate an international wire transfer.
+: The address of the account owner is: Chaos Computer Club Veranstaltungsgesellschaft mbH (CCCV GmbH), Marienstraße 11,
+10117 Berlin, Germany.
+
+I need the address of your bank to initiate an international wire transfer.
+: The address of our bank is: Deutsche Postbank AG, Friedrich-Ebert-Allee 114-126, 53113 Bonn, Germany.
+
+The BIC of your bank does not validate in my bank’s web interface.
+: The 8 letter BIC PBNKDEFF should be sufficient for payment. If your bank insists that it isn’t, you can use
+PBNKDEFF100 instead.
+
+
+
+### During the event
+
+How can I download my ticket?
+: We’ll generate the ticket files shortly before the event. We’ll send you an email as soon as the tickets are available
+for download.
+
+I don’t own a printer, how can I present my ticket?
+: You can present your ticket on a mobile device of your choice. If you do, please turn your display to full brightness
+in advance. You can also choose to download your ticket in Passbook format, which is supported by various smartphone
+platforms.
+
+When can I arrive at the event?
+: The registration desk opening hours will be announced here before the event. We will probably open on December 26th in
+the evening.
+
+I am an artist, a speaker or a member of the press. Do I go to the registration desk?
+: There will be separate registration for you – please look out for signs at the entrance!
+
+I can’t stand in line for a long time. Can I get a fast lane ticket?
+: Our queue is usually moving pretty fast and you shouldn’t have to wait for long – but if the queue is not an option
+for you, please approach any of the volunteers managing the queue and we will find a solution for you.
+
+The queue is too overwhelming (noise level, too many people, etc.).
+: Please approach any of the volunteers managing the queue and they will find a solution for you.
+
+I cannot wear a wristband for medical reasons / because of my job.
+: Please let the volunteers at the registration know about this. We will still have to close the wristband, so make sure
+to bring something (like a lanyard) that we can attach it to.
+
+I only need my ticket on two days, can I give it to a friend on the other two days?
+: No, once you’ve got your wristband, you can’t share it with others.
+
+I didn’t pay my membership fees / I mistakenly bought a member ticket.
+: You’ll be able to upgrade your ticket to a standard ticket at the registration when redeeming the ticket. Please make sure
+to bring the difference in cash.
+
+I mistakenly bought an Up-and-Coming ticket.
+: You’ll be able to upgrade your ticket to a standard ticket at the registration when redeeming the ticket. Please make sure
+to bring the difference in cash.