Parents and carers who loaded money onto the pre-pay app for the Sydney Royal Easter Show will be waiting weeks for refunds and be charged a fee to get their money back.
On Thursday, the Fun Pass app crashed, leaving showgoers waiting in long lines with their money locked up in the online ether.
Show organisers said on Thursday night software engineers had fixed the issue and the app was back online.
But any family who had budgeted in a trip to the Easter show will need to find some financial wiggle room as refunds won’t be paid until two weeks after the show wrap ups on Monday, April 13.
Anyone looking to get their money back will also need to pay a $2.50 processing fee, the Fun Pass purchase policy says.
The Fun Pass app does not carry over funds to the next year’s show. Customers can request their refund from April 14 until May 13, and organisers say the refund can take up to 12 business days.
“At the end of the refund period, any remaining credits and value will expire, and all digital wallets will be deleted,” the fine print says.
Thousands of children were left unable to enjoy rides Thursday on the opening day of the Sydney Royal Easter Show when the app crashed.
A post on a Sydney Reddit thread warned parents and visitors the ‘Fun Pass’ app was down at the Easter Show and “may not get working again”.
“Anyone with added money to the app is unable to use it. Thousands of kids are unable to get on the rides,” the post read.
“Don’t add money to the app but give them cash and you can buy a physical card at the show.”
Show organiser, the Royal Agricultural Society (RAS) on Thursday night the problems had been resolved.
“The RAS sincerely apologises to patrons who experienced difficulties with the Fun Pass and its accompanying app on the opening day of the Show,” the statement said.
“Engineers have now fixed what was a software and hardware issue, rolling the fix out across the Fun Pass app, the top-up booths at the Show, and the almost 400 scanners held by ride operators.
“The RAS appreciates the patience shown by showgoers as it worked through this issue as quickly as possible.
“Any showgoers who wish to receive a refund for unused Fun Pass credits can do so via the Fun Pass app, at the conclusion of the Show.”
Frustrated attendees described long waits as a result.
“Fix your app, absolutely ridiculous. The line for ride tickets is hours long,” one visitor posted.
The Easter Show, one of Australia’s most iconic events, draws more than 850,000 visitors annually.
It offers 12 hours of family-friendly entertainment, including farm animals, rides, showbags, live performances, and diverse food experiences, bringing a slice of the country to the city.
A number of new rides and activities have been added this year, with budget-friendly options available for families mindful of cost-of-living pressures.
The event runs from Thursday, April 2 until Monday, April 13, with gates opening at 8.30am daily and most pavilions opening from about 9am.
Each night will end with a fireworks display at 8.50pm.
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