Frequently Asked Questions

What is LocateMate, and how does it work?
LocateMate is a wristband and app system designed to help festival-goers keep track of their friends' locations, even when mobile signal is unavailable. The wristband pairs with the LocateMate app, allowing you to view your friends’ positions on a map within the app.

Which festivals use LocateMate?
Check with your festival organiser to find out if LocateMate is in use at your festival.

Is LocateMate included with my festival ticket, or must I purchase it separately?
LocateMate is usually an included service. You will be given one at ticket collection. For add-on festivals, you can purchase it when booking your festival ticket or on-site at the festival. Please check with your festival for details.

Are there any additional fees?
For festivals using the included service, there is no charge for the wristband. At add-on festivals, a charge for the wristbands will be implemented.

How do I get my wristband?
Wristbands will be given to you at ticket scanning/collection if pre-purchased. If you wish to purchase one, visit the LocateMate area on-site.

How do I give my wristband back at the end?
Most festivals will have drop-off stations where you can return your wristband. These are typically located near the festival exits.

How do I download the app?
LocateMate will be available on the App Store (iOS) and Google Play Store (Android).

What devices/operating systems are supported?
The app supports iOS 11 onwards and Android 13 onwards. Please check compatibility in your app store.

How do I pair the wristband with the app?
Once the app is downloaded, sign up/in to LocateMate, click the "Connect Band" button and tap your phone and wristband and click "Accept" to connect.

Can I have multiple wristbands on one app account?
No, each wristband is tied to a single app account for security and privacy reasons.

Do I need a mobile signal?
No, LocateMate does not rely on mobile signal.

Do I need Bluetooth?
No, Bluetooth is not required to connect to LocateMate or view location updates.

Do I need NFC?
Yes, your mobile will need NFC to connect and view your friends' locations.

How does it track my friends?
LocateMate wristbands communicate with connection points set up throughout the festival to send and receive location updates.

How do I add friends?
Open the app, navigate to the friends section, and send a friend request by clicking the "Add Friend" button and tapping your phone onto their LocateMate.

Is there a limit to how many friends I can add?
LocateMate allows you to add up to 40 friends per account.

Can I remove or block someone from my friends list?
Yes, navigate to the friends list in the app and select the option to remove or block the user.

How do I get location updates?
Every time you wish to get an update on your friends' location, simply open the app and tap your phone on your wristband to view your friends' most recent location.

How accurate is the location tracking?
LocateMate provides location tracking accuracy of around 5 metres in most situations.

What is the range of the wristband?
The wristband has a range of approximately 3-5km from any connection point inside the festival. All areas at a festival will be covered.

How long does a device last for?
The wristband battery lasts up to 3 months, more than long enough for any festival.

Is it water-resistant?
Yes, the wristband is water-resistant and can withstand rain, splashes, and sweat.

Will LocateMate drain my phone battery?
LocateMate is designed to use minimal power not requiring Mobile Data or Bluetooth to be on at any point making your phone last throughout the festival!

Is my location data shared with anyone else?
Only your approved friends can see your location. Anonymised data is shared with organisers to enhance festival safety and experience, always ensuring privacy and compliance with regulations.

How secure is the LocateMate system?
LocateMate uses advanced encryption to protect your data and ensure privacy at all times.

Can anyone outside of my friends see my location?
No, only approved friends can view your location.

What happens to my data after the festival?
All data is anonymised for privacy and safety reasons. Only festival organisers can access this anonymised data.

What do I do if my wristband won’t pair?
Ensure your mobile supports NFC connection, restart the application, and visit the on-site LocateMate area within the festival for troubleshooting issues.

The application isn’t showing my friends’ location; what’s wrong?
Ensure both your wristband and your friends’ wristbands are paired and within range. Restart the app to refresh connections.

My wristband stopped working; what can I do?
Check the battery status via the app. If the battery is depleted or the wristband is damaged, visit the on-site LocateMate area for a replacement.

How do I contact LocateMate support?
Contact us through the app’s support section, via email at info@locatemate.co.uk, or visit the support booth at the festival.

Will there be support staff at the festival to help with setup?
Yes, LocateMate has dedicated support staff available at festival help desks to assist with any issues.

Is there assistance inside the festival?
Yes, LocateMate assistance is available at designated festival locations. Look for LocateMate banners or kiosks.

Do you offer refunds or replacements?
Refunds and replacements are available in case of faulty equipment. Please refer to your festival’s refund policy for more details.

What happens if I lose my wristband?
If you lose your wristband, visit the support desk at the festival for a replacement. Fees may apply.

Can I share my wristband with someone else?
No, wristbands are registered to individual accounts and cannot be shared.

Can I opt out?
Yes, participation is optional. If you choose not to use LocateMate, simply do not accept, pair or activate the wristband.

What payment methods are accepted?
LocateMate accepts major credit/debit cards and digital payment methods (e.g., Apple Pay, and Google Pay).