FAQ

The National Consultative Committee has decided that indoor events may continue at full capacity, without a face mask or social distancing, but with a Covid Safe Ticket (CST)! This means that Palais 12 can once again organise concerts starting this fall.
What do you need to attend a concert?

• A valid concert ticket
• A Covid Safe Ticket (https://www.myhealthviewer.be/#/login)
• An Identity Document

It is important to have a CST, because without a valid QR code we unfortunately cannot admit you.
It will not be possible to get tested in Palais 12.
Palais 12 will do everything in its power to ensure that as many of its concerts can take place this fall.
You can view the full calendar of events at Palais 12 here.
If you still have questions, you can find all the answers below.

See you soon!

• A valid concert ticket
• Your Covid Safe Ticket (QR Code, vaccination cards are not valid)
• An Identity Document with photo

To facilitate the check we would like to ask you to have your ID-document and Covid Safe Ticket ready. The Covid Safe Ticket can be shown on your smartphone (through the CovidSafeBe mobile app) or in a printed version. Our staff will check if your identity matches the Covid Safe Ticket.

You can apply for your Covid Safe Ticket via the CovidSafeBe mobile app or on one of the following websites:

• Mijn Burgerprofiel
• Mijngezondheid.be
• MyHealthViewer

To request your certificate you will need either your identity card, pin code and card reader or a digital key, such as itsme.

If you are not a resident of Belgium, you can also use the EU Digital COVID Certificate. This is similar to the Covid Safe Ticket, as they use the same QR code. If you already have such a certificate, there is no need to request an additional document.

Everybody from 12 years upwards can apply for a Covid Safe Ticket. Children under 12 don't need to have a Covid Safe Ticket to gain access to Palais 12.
You must have:

• A valid vaccination certificate, you have been fully vaccinated for more than 2 weeks
• A recovery certificate less than 6 months old
• A PCR test with a negative result (validity: day of the test plus 2 days)
• A rapid antigen test performed by a medically trained person, with a negative result (validity: day of the test plus 1 day)

At the entrance our staff will scan the QR-code of your Covid Safe Ticket or EU Digital COVID Certificate. They will also check if your identity matches. For this, you will need to be able to present proof of your identity.

If you cannot provide a Covid Safe Ticket or EU Digital COVID Certificate, we will not be able to grant you access. You will not be granted access without proof of identity to prevent fraud.

No, it’s not possible to be tested on site.

https://www.info-coronavirus.be/en/faqs/

You can buy tickets online, via telephone, through the venue box office and through any of our authorized ticket sellers.

For each event there is a limit on the number of tickets each person can purchase to ensure that as many people as possible have access to tickets. Once you have selected your number of tickets these are then removed from the overall ticket inventory and placed in your basket. As a result there is a time limit within which you must purchase your tickets. If you do not purchase the tickets placed in your basket within this time limit, the tickets are then returned to the overall ticket inventory for other customers to purchase.

Tickets will be sent after payment. If you have not received your tickets by this time please contact your point of purchase.

Unfortunately once a booking has been made we cannot exchange or cancel the ticket unless the event is cancelled or postponed or the event information has significantly changed.

If you don’t receive your confirmation immediately email after purchase, please allow up to 24 hours for it to reach you and please check it has not been directed to your junk mail folder. If you still haven’t received your confirmation email, or have lost it, please contact your point of purchase directly.

If you don’t received your tickets please contact your point of purchase directly.

If you believe your tickets have been lost, damaged, or stolen, please contact your point of purchase immediately. Please quote your Booking Reference Number to speed up the process

Unfortunately there may not be an option to change your delivery address after purchasing your tickets, please ensure you correctly enter your delivery details when booking tickets. Your point of purchase will be able to advise you whether a change of address is possible.

Please call the ticketing agent for the cancelled or postponed event to receive a refund or exchange for that event. Check your confirmation email for the name of the ticketing company through which your tickets were purchased.

For each event the doors will be open 2 hours before the representation.

Filming or taking pictures is not allowed.

Only the artist’s record company, artist’s management, or artist’s fan club may grant backstage access. Palais12 does not handle artist access. Occasionally VIP packages may include a Meet and Greet, please check individual event listings on our website for further details of available packages.

Unfortunately there is no re-entry once leaving the site, so please remember to bring everything that you need with you!

There will be the necessities including toilets, food & beverage stands and a First Aid area.

No food nor drinks are permitted to be brought into any of the events. Click on « Code of Conduct » for more information.

There is no smoking area.

Pets are not allowed.

Unfortunately, there is no ATM in the room, but you can pay by card in self-service and bars . You will find a cash machine at 5 minutes walk from the p12, on the Boulaverd de l'imépatrice Charlotte, in front of the Heysel metro station.

Yes , there is a cloakroom at the south entrance of the room. The lockers are on the ground floor , next to the self service.

The P12 has a Wi-Fi access for all our guests.

If you have lost something , contact our office by email at [email protected], with a specific description of your object.

All backpacks are forbidden.

1. Buy your tickets in advance. If you have problems to get them, contact ticket seller. Please note that you will get a better place if you buy your ticket in advance .
2. Make your party a memorable one : Check if a VIP package is available for the event you have chosen .
3. Submit your friends and family to share this unforgettable moment with you.
4. Don't forget you ticket the day of the event.
5. Arrive early ! This will allow you to get a good parking spot and avoid queuing .
6. When you arrive , go to the gate indicated on your ticket , to avoid long waits .
7. Eat, drink and have fun! Our self service & bars offers food & beverage.
8. Plan your return home safely. Taxis are in high demand on performance nights ..
9. Be responsible . Hydrate yourself and watch your belongings.
10. Do not take any prohibited items (including pocket knives and illicit substances). It may be that there is a check inside your bag.Once inside the facility, please note that any output is final.
11. Our staff , which adopts a positive attitude and makes it a point to find a solution to each problem will be happy to help you. Just ask. If you have special needs or mobility problems , please contact us first so we can make the necessary arrangements . Do not hesitate to contact our staff with any questions , concerns or requests for assistance.
12. Do not forget to visit our shop after the show and get a souvenir of an unforgettable evening ..