The Heroes App

Welcome to the FAQ page for the new Heroes App! Check below for answers to your questions about this digital guide to the FACTS convention.

Still lost? Contact us directly!

Download for Android
Download for iOS

FAQ

Why should I use the app?

The HEROES app is your digital event companion for FACTS.
It brings together everything you need in one place and elevates your experience to a new level:

  • Your ticket: easy to find and linked to your account
  • All event info about guests, activities, and vendors in one handy spot
  • Digital queues for photoshoots
  • The ability to make your own custom schedules
  • The digital floor plan
  • Your payment credits if you choose to use the app to pay
  • Notifications in case of important updates

You can still visit FACTS without the app, but it makes your experience more convenient and organised. Try it out!

  • Before the event, you will receive an dedicated e‑mail.
  • In this e‑mail, tap the smart link:
    • The app will download (if it is not installed yet)
    • Your profile will be configured automatically
    • Your ticket will be linked to your account
  • Open the app and check whether:
    • your ticket is visible
    • the floor plan and schedules are available
    • you can see the credits / payment section

We recommend installing and checking the app at home before the event. Use the buttons above for the download links.

The app is not mandatory to enter. However, there are two instances where the app is now mandatory to use:

  • Digital queues for actor photoshoot sessions
    All photoshoot participants can now enter a virtual waiting line. It basically gives you a more precise time slot, which means you spend much less time waiting your turn. But for digital queues to work, everyone needs to be in them. So we had to make them mandatory.
  • Catering
    The only way to get something yummy in your tummy in the Food Hall (now in Hall 8), is to get credits on your app and pay with those. Be sure to check the info on credit top-up bonuses below!
  • You can attend FACTS with a printed ticket or your ticket PDF on any device.
  • You can pay at the stands using cash or your bank card.
  • If you want to benefit from credits and possible bonuses without the app, you can request a physical RFID HEROES card at the Cash Point (HEROES Card Recharge and Collect). These Cash Points are indicated on the map.

With the HEROES card, you can:

  • Load credits onto a physical card.
  • Pay at participating stands by scanning the card.
  • Give your children a fixed amount to spend at FACTS.

This way, you can still enjoy the extra credit system and bonuses, even without a smartphone.

The HEROES card is a physical payment card linked to your credit balance.

  • You can request it at a Cash Point (staffed cash desk) during the event.
  • You can top up credits on the card just like in the app.
  • You can then pay at participating stands by scanning the card.

It is an alternative for visitors who:

  • do not have a smartphone;
  • prefer not to use the app for payments;
  • still want to enjoy the same credit system and bonus credits as app users.

Using the app or HEROES card is optional, but convenient:

  • You top up credits in the app or on your HEROES card.
  • At the stand (food, drinks, exhibitor) you pay with the QR code in your app or you present your HEROES card.
  • The amount is deducted from your credit balance, and you see your new balance.

The app/card offers a faster and more streamlined way to pay, plus the advantage of bonus credits on certain top‑ups.

Vendors that accept payments through the HEROES app will display a small flyer or poster at their stand, making it easy to identify. 

If you choose to use credits, you can top up in two ways:

  1. In the app
  • Open the HEROES app.
  • Tap “Add” or on the home screen.
  • Insert the amount you want to add.
  • Complete the payment via your bank (Bancontact, Payconiq, etc.).
  • The credits appear in the app and are ready to use.
  1. On site, with a HEROES card
  • Go to the Cash Point (HEROES Card Recharge and Collect).
  • Request a HEROES card or present your existing card.
  • Choose the amount you want to top up.
  • Pay with the payment methods accepted at the Cash Point (bank card, cash, …).
  • The credits are added to your card.

Fees:

  • Top‑ups of €25 or more are free of charge.
  • For top‑ups below €25, a €0,50 fee is charged.

You can upload as much as you want in credits during the event.

For certain amounts, you receive extra bonus credits on top:

  • €50 top‑up → €+2 bonus credits
  • €100 top‑up → €+5 bonus credits

These bonus credits:

  • give you extra spending power at the event
  • can be used just like normal credits
  • are not refundable after the event

Yes, it is easy to keep track of your credits if you use the app or HEROES card:

  • In the app:
    • See your current balance at any time.
    • Check your transaction history (where and when you spent credits).
  • With a HEROES card:
    • Ask for your balance at the Cash Point (HEROES Card Recharge and Collect).
  • After each purchase with credits:
    • Your updated balance is shown on the vendor’s payment screen.

If you always pay directly with cash or bank card, you do not use the credit balance and there is nothing to track in the app.

If you used credits (via the app or HEROES card), you might have some normal credits left at the end of the event.

  • You can request a refund for these normal credits during a limited refund period.
  • Bonus credits (the extra €2 or €5 you received on specific top‑up amounts) are not refundable.
  • After the refund period ends, any remaining credits will expire and cannot be recovered.

If you used credits and want them refunded:

  • The refund period is open from Monday the 13th of April at 9:00 AM until Friday the 24th of April until 12:00 PM.
  • During this period, you can access an online refund module (we will share the link on the FACTS website and/or via the app).
  • You submit a refund request for your remaining normal credits.
  • A refund fee of €2,50 is charged per refund request; this is deducted from the refunded amount.
  • Bonus credits are not refundable.
  • If you do not request your refund before the deadline, your remaining credits will expire at the end of the refund period.

Exact dates and the link to the refund module will be communicated on the FACTS website and in the FAQ.

If something goes wrong, please go to the Info Point. The staff member at the desk will contact our technical support team (AnyKrowd). If needed, a member of the developer team will come to the Info Point to help you on the spot.

If you need help after the event, get in touch via our Contact Form!