FAQ

TECHNICAL QUESTIONS

 

I CAN’T REMEMBER MY USERNAME/PASSWORD:

In the event that you forget your password, you can request a new password by clicking the “Forgot Password” link at the bottom of the login form.

Can’t remember the email address associated with your account? Email help@outsidethe9.com for help.

WHAT DO I DO IF I’M HAVING TROUBLE RECEIVING EMAIL UPDATES?

If you aren’t receiving emails from Outside the 9’s team, please check your spam folders, and add noreply@outsidethe9.com to your address book and as an allowed address to any spam filters you may have.

Still having issues? Email us at help@outsidethe9.com

 

MEMBERSHIP QUESTIONS

 

HOW DO I JOIN OUTSIDETHE9.COM?

To learn more about joining Outside the 9 and about membership fees, please visit Outsidethe9.com.

WHAT ARE THE BENEFITS TO BEING A MEMBER?

Being a member of the Outside the 9 fan club gives you access to pre-sale tickets, behind-the-scenes videos and stories, webcasts, and countless other unique privileges.

PREMIUM MEMBERS:

• Limited Edition OT9 T-Shirt
• 4 Pin Set
• Triptych Poster Set
• OT9 Year 14 Chevron Patch (exclusive red color)
• OT9 Face Cover (exclusive red color)
• Year 14 Membership Card
• Access to exclusive content and giveaways, priority pre-sale access when available, OT9 Members Forum, exclusive merch Offerings, 10% discount to the OT9 Store and more.

 

DELUXE MEMBERS:

• Limited Edition “Nero Forte” T-Shirt,
• OT9 Year 14 Chevron Patch,
• OT9 Face Cover,
• Access to exclusive content and giveaways, tier two pre-sale access when available, OT9 Members Forum, exclusive merch Offerings, one-time 10% discount to the OT9 Store and more.

 

FREE MEMBERS:

• Newsletter
• Select Exclusive Content
• Select Exclusive Products
• OT9 Forum and More

(One pre-sale code will be issued per account. Pre-sale tickets are not guaranteed with a membership and all membership sales are final.)

I PAID FOR MY MEMBERSHIP – WHERE’S MY MERCHANDISE?

After you purchase a premium or deluxe membership you will receive a separate email with instructions on how to redeem your merchandise. You will be responsible for payment of shipping + handling, tax and any applicable customs or duties.

HOW LONG WILL IT TAKE FOR MY MEMBERSHIP ITEMS TO ARRIVE?

Premium and deluxe membership kits ship within 4- 6 weeks from order date. These timeframes are only estimates and may change with or without notice due to volume, holidays, production delays and other factors.

All orders are shipped from the United States and may be subject to additional international customs delays or charges. Outside the 9 and Slipknot are not responsible for and have no control over any delays or fees as a result.

ARE MEMBERSHIP FEES CHARGED MONTHLY OR YEARLY?

The membership fees for the fan club are charged to your account only ONE time per year. Not monthly.

WHAT IS THE OUTSIDE THE 9 FAN CLUB REFUND POLICY?

Due to the nature of an online fan club, where benefits include access to exclusive photos, video, audio, text and community content that becomes available at the time of purchase, membership dues are non-refundable. Memberships do not guarantee pre-sale tickets, only the ability to participate in the pre-sale. Please be aware that your membership is valid for one year from the date you originally purchased your membership.

Your subscription to Outside the 9 will automatically renew at the end of the membership period unless you cancel your Paid Membership via your account profile. Cancellation of your membership will take effect the day after your last day of membership and you will be downgraded to the Free tier. We do not provide refunds or credits for any partial membership subscriptions.

HOW DO I CANCEL MY MEMBERSHIP?

If you would like to review and update your account or would like to cancel your membership so that you are not automatically renewed and billed after the end of the membership term, then please visit your profile page and click on “Manage Membership” to manage.

The Outside the 9 membership is good for one year and will automatically renew. Members will be remindeded prior to the auto-renewal with time to cancel their membership (or they can turn the auto-renew off any time during their year). Members can cancel or downgrade at any time during their 12 month period, however no partial refunds will be issued. All membership sales are final.

WHO CAN I CONTACT WITH OTHER QUESTIONS?

For any other questions related to your fan club membership you can contact help@outsidethe9.com.

 

 

STORE QUESTIONS

HOW LONG DOES IT TAKE TO PROCESS MY STORE ORDER?

Please look to the product description for shipping expectations. Also allow a 3-5 day window for processing. Chosen shipping timelines will apply once the order is processed.  Any questions regarding status please contact help@outsidethe9.com.

INTERNATIONAL SHIPPING DUTIES AND TAXES

Orders shipping to destinations outside the United States might incur import fees and duties & taxes that are not reflected in our prices. If duties and taxes are imposed on your order, they are due at time of delivery.

OneLive Media nor Outside the 9 have influence or control over local customs or duties. Please consult your local customs office for more details about your country’s duties and taxes. Shipping arrangements and costs incurred to return items are the customer’s responsibility.

RETURN / EXCHANGE POLICY

Sized items can be exchanged within 14 days of item delivery. Item must be unworn and unwashed and sent back in the original packaging. Items can be exchanged for another size of the same item only.

Exchanges can be returned to:
Outside the 9
1011 Gillock Street
Unit 160822
Nashville, TN 37216

Please include the following information for the item with the package:

• Name
• Order Number
• Size Ordered
• Size Needed

Questions regarding exchanges or damaged items can be directed to help@outsidethe9.com.

UK & EUROPEAN 2020 TICKET PRESALES

 

 TICKETING STATEMENT:

During tours, a dedicated allotment of each UK and European headline show’s tickets will be made available to fan club members through Ticketmaster. Premium and Deluxe OT9 members will be offered these tickets in advance of the general public. Free OT9 members will get an opportunity to get presale tickets if and when available.

WHO GETS PRESALE CODES:

Premium and Deluxe OT9 Members will have presale codes assigned to them. If you are a free OT9 Member and would like to upgrade for first access , click  here.

The steps to finding your code and purchasing presale tickets is outlined below:

FINDING YOUR PRESALE CODE:

1. Go to outsidethe9.com and login to your OT9 account.
2. Go to your profile page by clicking the username icon in the top right corner of the site.
3. [PREMIUM MEMBERS] Your presale code will be in your profile page closer to the pre-sale date. You will be notified by email when your code is ready.
4. [DELUXE MEMBERS] Your presale code will be in your profile page closer to the pre-sale date. You will be notified by email when your code is ready.

At the time of the pre-sale: take your code, find your tour date on knotfestroadshow.com and click the link to be directed to the appropriate ticketing page.

PLEASE NOTE:

• Outside the 9 Premium Members Presale
  Ticket Limit: 4 ticket limit across the tour

• Fans will be notified of each show’s presale as soon as we are able to announce the show and onsale schedule. Please keep an eye on your email and the tour listings at slipknot1.com for the most up to date information.
• For questions or issues related to presale codes not working or the ticket purchase process, please contact LiveNation Customer Support at 1 (800) 653-8000 or help.livenation.com
• For questions related to receiving and viewing presale codes or outsidethe9.com, please contact help@outsidethe9.com.
• Ticket brokers may not join The OT9, and if a member is found selling tickets for profit, his/her membership will be voided without return of the membership fee.
• If you are found to be, or if we in good faith, believe you are reselling, trading or brokering tickets for profit that you purchased through this site, we may at our sole discretion cancel all or part of your ticket order and all or part of other pending orders in your name and/or put all or part of your orders and all or part of your other pending orders in your name at will-call for pick-up only by you.
• All ticket orders must be placed in the name of the corresponding fan club member. If we discover that an order has been placed in another person’s name, we reserve the right to revoke the membership and cancel the ticket order.
• No will-call name changes will be allowed. We reserve the right to investigate, cancel or will call all orders we in good faith suspect to be in violation of this policy. We are the final authority on the interpretation of the rules in this policy.
• As part of our efforts to keep brokers out, we will specify guidelines for ticket purchasing on the website, and we will email members ahead of time as to any changes to these policies.

WHAT ARE MY CHANCES OF GETTING SEATS DURING THE PRESALE:

While we can’t absolutely guarantee that you will get tickets, in most cases all requests made with a valid credit card will be filled. As our member base continues to grow, the likelihood of being declined will increase. Fan club memberships will not be refunded if you are unable to purchase tickets or if tickets sell out.

WILL I GET BETTER SEATS THROUGH OUTSIDE THE 9 THAN THROUGH OTHER TICKET OUTLETS?

We have reserved a large allotment of seats exclusively for OT9 members. While not everyone will be placed in the first few rows from the stage, we have made every attempt to reserve seats with a good view. Due to day of show floor and equipment changes, we cannot guarantee that all seats will have an unobstructed view. With regards to ticketing, the main goal is to get all OT9 members in the door.

DO I NEED A CODE TO ACCESS PRESALE TICKETS:

Yes. Here are the steps to find your presale code:

1. Login to your OT9 account and go to your account profile.
2. [PREMIUM MEMBERS] Look for your unique membership barcode
3. [DELUXE MEMBERS] Look for the code labeled “Knotfest Roadshow”

At the time of the pre-sale: take your code, find your tour date on the tour page and click the link to be directed to the appropriate ticketing page.

CAN THE PRESALE CODE BE USED FOR MULTIPLE SHOWS?

Yes, your presale code can be used for multiple shows but depending on your level of membership you may have a ticket total limit or ticket per show limit.

HOW ARE SEATS ASSIGNED?

Seats are assigned on a first-come, first-serve basis per LiveNation’s policies and procedures.

HOW CAN I CHECK CONCERT DATES AND LOCATIONS?

Please visit the Tour section of slipknot1.com to see upcoming dates and locations.

WILL SLIPKNOT ADD MORE DATES TO THEIR US TOUR?

If more dates are added, they will be posted to the tour section. Be sure that the email address associated with your OT9 account is verified in order to receive updates from Outside the 9 & Slipknot.

 

OT9 AT KNOTFEST & MESSENGER BOT

 

MY FACEBOOK BOT ISN’T WORKING.

Check that you have service (cellular or wifi)

Use this link and sign in: outsidethe9.com/claim

I DON’T HAVE A FACEBOOK ACCOUNT, HOW CAN I STILL CLAIM MY PRIZE AS A PREMIUM MEMBER? 

Use this link and sign in: outsidethe9.com/claim

MY QR CODE IS NOT SCANNING.

IPHONE – If you are unable to scan using your iPhone camera, try a QR code reader app. 

ANDROID – To scan a QR code on an Andriod, use ‘Bixby Vision’ or install a QR code reader app. QR code reader app not working? Use this link and sign in: outsidethe9.com/claim

Scanning this code before your Knotfest Roadshow date will deactivate the QR code. Please only let the OT9 rep scan the code.

I AM A PREMIUM MEMBER, HOW DO I GET MY KNOTFEST PRIZE?

You still need to scan the QR code to check-in at Knotfest and receive your personalized QR code. Then come back and show the OT9 attendant at the OT9 booth. 

CAN I HAVE AN EXTRA KNOTFEST ACTIVATION ITEM?

No. Because of the value it is one per registered member. 

MY FRIEND IS A PREMIUM MEMBER BUT IS HOLDING OUR SPOT IN THE PIT/LAWN. CAN I GET THEIR FREE ITEMS?

No. Each member must show up in person to claim the free gift.

CAN I TRADE MY FREE ITEM?

The item you are eligible for is based on what tier you are in.

WHAT IF I AM ALREADY A DELUXE MEMBER, DO I GET THE OFFERINGS AT THE OT9 BOOTH?

Due to inventory, this activation is only for Premium members and Deluxe members that sign up on site.

IF I UPGRADE TO A PREMIUM OR DELUXE MEMBER AT KNOTFEST ROADSHOW THROUGH THE BOT, CAN I GET THE FREE ITEMS FOR THE TIER? 

Yes.

WHY DIDN’T I RECEIVE AN EMAIL ABOUT THIS?

Make sure you are subscribed to emails from Outside The 9. After sign up, users would have been sent an email confirmation request.

IF I BUY MY MEMBERSHIP ON SITE, CAN I GET MY PACKAGE ON SITE?

No. Your package will be shipped to you. If you have ordered the Premium membership kit your order will ship the week of album release. If you ordered the Deluxe membership, please expect a 2-3 week turnaround time. 

CAN I BUY ONE OF THE ITEMS AT THE OT9 BOOTH IF I DON’T WANT TO BE A MEMBER?

No, these items are only for new member sign-ups (Free, Deluxe, Premium) and current Premium members.

 

 

BILLING QUESTIONS

 

 DOES MY MEMBERSHIP AUTOMATICALLY RENEW?

Yes. We will automatically renew your membership and charge your card each billing period until you cancel.

HOW DO I RENEW MY MEMBERSHIP?

Your Outsidethe9.com membership will automatically renew when your next payment period is up. We will charge the credit card that you have on file in our systems. If your card is no longer active, be sure to update your credit card information under “Manage Membership”. If we are unable to charge the card on file, you will be downgraded to the free tier and you can purchase a new membership at anytime.

If you would like to review and update your membership or would like to cancel, please visit  your profile page.

IS IT SAFE TO USE MY CREDIT CARD?

Yes. To safeguard your credit card information, we use SSL (Secure Socket Layers), the most advanced online security system available for processing online credit card transactions. SSL encrypts all ordering information so that no part of your order, including your name, address and credit card number, can be read in transit by a third party.

HOW CAN I CHECK MY NEXT BILL DATE OR BILLING HISTORY?

Your membership renewal date is a year out from your original purchase date.

 

OUTSIDE THE 9 FORUM AND COMMUNITY GUIDELINES

 

MODERATOR RIGHTS AND RESPONSIBILITIES:

Head Moderator: @OT9official (Outside the 9’s Moderator) is the head of all moderation and represents OT9 in correspondence to the fans as well as manages the website. The Head Moderator has the right to suspend or ban any member at any time or for any reason in accordance with these rules and at their sole discretion.

The moderators of this message board reserve the right to remove any content posted by members at any time or for any reason in accordance with these rules and at their sole discretion. They also reserve the right to handle all moderation issues privately.

All correspondence with moderators should include your username, email address and detailed explanation of the problem encountered.

To contact the Head Moderator/Site Manager email slipknot@outsidethe9.com.

COMMUNITY STANDARDS/RULES OF OUTSIDE THE 9’s FORUM

This site has members of all ages and all are expected to conduct themselves in a mature and responsible manner. Members are to respect the opinions of others and refrain from attacking another person for expressing their opinions. Name-calling, personal attacks and harassment of any kind will not be tolerated. As previously stated, moderators of this message board reserve the right to remove any content posted by members, or to suspend or ban any member at anytime or for any reason in accordance with these rules and at their sole discretion.

If you feel you, or any other member, has been attacked or harassed, please contact the moderator immediately.

DISCIPLINARY ACTION

The following list includes, but is not limited to, actions that will result in the banning of a member. There is no room for argument in defining and interpreting these terms. The moderator and management will make the final determinations in their sole discretion. Banned members are NOT entitled to explanations from moderators or management regarding their expulsion. Under no circumstances is a member entitled to a warning before they are banned.

• Flaming, which includes, but is not limited to, use of racial, religious or ethnic slurs, sexually discriminative or homophobic language, swearing, and derogatory labeling.
• Posting of pornographic or otherwise inappropriate, offensive or obscene images.
• Posting of Outside the 9 exclusive content, including media, news, links, etc.
• Posting of stolen music or any unauthorized content.
• Use of another member’s photo, or any modified version thereof, without the member’s consent.
• Anyone’s private information, member or not.
• Spamming the board as a whole or by individual forum.
• Threats at any level, but most severely, threat or encouragement of physical harm.
• Hacking, including, but not limited to, hacking into or disabling other member or moderator accounts.
• Impersonation of a band, staff, or management member in any form.
• Re-sale of ticket pre-sale codes or transferring of memberships.

DURATION OF DISCIPLINARY ACTION

The length of a ban will be determined at the sole discretion of the moderator and management. The level of severity and degree of disruption caused by the offense will be considered. If a banned member returns to the board with a new account, that account will also be banned. Other members posting for banned members will be subject to disciplinary action.

RULES FOR POSTING

You are cautioned not to post your own personal information in the interest of safety. You should not post your address, telephone number, or anything that might put you at risk. OneLive Media is not responsible for monitoring this information, nor liable for any consequences that may result from the exchange of this information.

OneLive Media does not police copyright violations. If any member is reported to have violated copyrighted material, OneLive Media are not liable for any damages resulting from such violation. Additionally, the violating member is subject to ban as a result of posting copyrighted material.

Please ensure that your thread title properly describes your post. The moderator does not have time to read every thread and may move something based on the thread title.

If you would like to start a new thread, please first take the time to see if there is already a thread started for that topic. Duplicate threads will be deleted and the original will remain.

Please make every attempt to post in the correct forum. The moderator may move threads not posted in the proper area.

Do not use another member’s name in your thread title unless it is a positive post or otherwise approved by the member.

Internet etiquette states that UPPER CASE letters are shouting. Unless it is something urgent, please use lower case letters when adding new discussions.

If you start a thread and then regret your decision, within 3 days, you may ask to have the thread deleted. If the deletion of the thread will not adversely affect another member, the moderator will delete the thread provided the request is not unreasonable.

Please post in English only. The moderator for this board can only moderate in English and will delete any posts that are in any language other than English.

Always provide the proper link when posting articles so that credit is given to the proper source.

Please refrain from spreading rumors, particularly about the artist and band. If you did not receive the information you are posting from a credible source, please do not post it. The moderator reserves the right to delete any posts they believe to contain false information.

In short:

• Don’t attack people and don’t respond to attacks – report them to the moderator and move on
• Keep your posts on topic and constructive
• Take responsibility for the quality of the conversations you take part in
• Treat people the way you want to be treated
• When you have an issue, explain it thoroughly and completely to the moderator
• Hate speech of any kind will not be tolerated
• Promote positivity and encourage your fellow members
• Respect others and their opinions in this community

RULE CHANGES

Management of this board reserves the right to amend and/or implement new rules at any time. New rules may be posted periodically. It is every member’s responsibility to read, understand and comply with all posted rules. Your continued access to or use of the message boards after any such change to these rules shall constitute your consent to such change.