Contact

OOS Hotline (for general questions)
+49 (0)211 4560-400
onlinesupport@messe-duesseldorf.de

Chat
Only for traders

A

 

What is the Activity Board on the event website?

It tells you, for instance, which details are complete in your exhibitor’s profile and which details still need to be added. It also tells you which of your customers have accepted your invitation. Your voucher statistics shows you who has redeemed their ticket vouchers and who actually came to the event at the trade fair. This is where you can give trade fair visitors detailed information about your company, products and activities. The more detailed your exhibitor’s profile, the more information a potential customer can obtain prior to attending.
 
 

What do I need to do when my address or other details have changed?

Send your change request to: onlinesupport@messe-duesseldorf.de
To help us change your exhibitor’s details in the right places, please let us know where exactly a change should be made:
 
1. Company details from your registration
2. Exhibitors’ database of the event website / catalogue entry
3. Correction of the billing address specified in the registration
 
 

How can I find out which of the visitors that I have invited have redeemed their admission ticket vouchers?

Go to the homepage of the event (button top left, “To the trade fair site”). As soon as admission has been granted, you will find the vouchers under the section “Exhibitor” – “Dashboard” on the Activity Board.
 
 

How can my customers redeem their admission ticket vouchers?

They can redeem vouchers directly, online, under “Visitors” – “Tickets & Registration” – “Voucher”.
 
 

How do I order admission ticket vouchers?

You can purchase vouchers online, upon logging into the OOS. You will find the vouchers in the category “Marketing & Press”.
 
 

What’s included in the advance payment for technical services?

Service connections such as electric power, water, compressed air and telecommunications at a given stand and the use of other services are charged by the venue operator per square metre of rented exhibition space and are included in the admission invoice, specifying an adequate amount for advance payment. This advance payment is independent of the availability or scope of the actual order. After the trade fair this advance payment is offset against any actually ordered services and specified in the final invoice.
 
 

What’s covered by the all-inclusive media fee?

The media fee, which must be paid by all exhibitors, covers the publication of all exhibitor’s details in electronic and other media and also the exhibitors’ use of the event website. Information on the services that are covered can be found under “Advertising in trade fair media”
 
 

How do I apply for early assembly?

The relevant information can be found under early assembly
Further details are available on the stand constructors’ website: https://standbau.messe-duesseldorf.de/
 
 

Are exhibitor badges required for assembly and dismantling?

No exhibitor badges are needed for access to the exhibition centre during assembly and dismantling periods.
 
 

Where can I look up assembly and dismantling times?

You will find the construction and dismantling dates of the respective event via our stand builder portal
 
Please select the desired event via section Trade Fairs & Events and you will then receive the event-related assembly and dismantling times under Further information / Important Deadlines.
 
Please note that set-up and break-down times may become updated. To make sure that you do not miss any important changes we advise you to regularly check this page.
 
Traffic regulations
Please consider our information on traffic regulation for the construction and dismantling times. You will find the traffic regulation also via Further information of the respective exhibition.
 

What is the Auma fee?

AUMA is the Association of the German Trade Fair Industry. It guards the interests of this industry by offering a wide range of services and, in return, charges EUR 0.60 net per sqm of rented exhibition space. The fee is collected by Messe Düsseldorf and then passed on directly to AUMA, which is the usual procedure and followed by all German venue operators. Further details about AUMA can be found here:
 
 
 

When I use the filter “Available for purchase”, why does the system not list all the products/services?

Click here for the answer: Why can’t I order everything?

 

 


 

B

  

Am I permitted to hand out brochures at the exhibition centre?

Exhibits, printed materials and advertising materials may only be displayed within the rented stand space, not in aisles or on exhibition premises.

 

 


 

C

 

Can I cancel a service?

If a product has been ordered from one of our service partners, you can present a cancellation request directly in the OOS. The relevant service partner will then check your request and notify you accordingly.
Products and services from Messe Düsseldorf can no longer be cancelled, with the exception of parking permits. To cancel parking permits, you can send your request to the relevant department, via the OOS.
 
 

Where do I find the checklist / schedule, showing the relevant order deadlines?

This checklist is now called a schedule. You will find the schedule in the top left-hand corner of the shop page.
 

The schedule specifies all products and services with their order deadlines. It can be printed out if you like.
 
 

What’s the procedure for registering co-exhibitors / group stand exhibitors?

Primary exhibitors and group stand organisers are welcome to invite co-exhibitors or group stand members via our Easy Administration Tool (EAT). Once they have received their invitation, they can easily register via our online registration facilities.
 
You will find the link to the EAT in the Stand Management section, under “My Account”.
 
If you are a co-exhibitor or a group stand member and if you have the same primary exhibitor or group stand organiser as you did at the last event, then you can register with the same access details again on this occasion, using our online registration procedure.
 
 

Where on the event website can I edit my company profile / my product details?

Information on this point can be found on the Dashboard
 
 
 

Who can help me on customs issues?

Please contact the relevant customs authorities in Düsseldorf directly.

 

 


 

D

 

What is the Dashboard on the event website?

The Dashboard tells you your personal settings and allows you to edit them, e.g. your exhibitor’s details, your personal advertising media, any admission ticket vouchers that have been collected, and also the trade fair logo with the relevant hall and stand numbers, etc.
 
Go to the homepage of the event (button top left, “To the trade fair site”). As soon as admission has been granted, you will find the Dashboard in the “Exhibitor” section.
 
This is where you can invite visitors to your stand, and you can also manage your customer appointments.
The trade fair website allows you to go back to the OOS at any time.
 
 

What’s the address for the delivery of exhibits / materials at my trade fair stand?

The address should look as follows:
 
Name of exhibitor’s company
Name of event
Hall and stand number
Name and phone number of contact on site
Messe Düsseldorf GmbH

Gate 1

40474 Düsseldorf.
 
Vehicle access is via Gate 1 and can be guaranteed at any time during the opening hours of the relevant hall.
Please remember that a time limit is applicable for access during certain assembly days and while the trade fair itself is running, and that on such occasions we also require payment of a €100 deposit.
 
Further details can be found in the traffic regulations for the relevant event.
Messe Düsseldorf regrets that it cannot receive exhibition materials on your behalf. So please make sure materials are received at your stand by a person you have authorised for this purpose.
 
If this is not possible, you may want to opt for temporary storage and then delivery to your stand by one of Messe Düsseldorf GmbH’s contract carriers.
 
Locations of carriers at the exhibition centre

Office within the building, entry through Gate 1
Delivery address: Entry point to exhibition centre: Gate 1, via A44 motorway
 
Kühne + Nagel (AG & Co.) KG
KN Expo Service
Phone: +49 (0) 211-4560-285, +49 (0) 211-454680
Fax: +49 (0) 211-434549
 
Schenker Deutschland AG
Phone: +49 (0) 211-4560-286, +49 (0) 211-436280
Fax: +49 (0) 211-4542648
 
 

Can I bring along my dog to the exhibition centre?

We recommend that you don’t bring dogs, as the exhibition centre is not suitable for pets.
 
If you still need to bring a dog (e.g. an assistance dog), then you are responsible for removing excrements. You will find bag dispensers for this purpose on the outdoor premises of the exhibition centre, outside the entrances.
 
Water dishes are provided in the outdoor catering areas.

 

 


 

E

 

If I want to start assembly early, do I need to send you a special request?

Yes, you do. You must send your early assembly request no later than 14 days before the desired start date – to the following email address: TR-Service@messe-duesseldorf.de
 
 

When are the exhibitor badges sent out?

The first exhibitor badges are sent out 6 to 8 weeks before the start of the event, whereupon they are sent out at daily intervals. The last badges are delivered two weeks before the event.
 
When the order deadline has expired, it is possible to purchase additional exhibitor badges against payment of a charge, but only from the Central Cashier at the exhibition centre. Payment can be made in cash, by credit card or on account.
 
 

Where can I store my exhibits / materials?

You will find the relevant information under Delivery of exhibits / materials.
 
 

Can I still order exhibitor badges after the expiry of the order deadline?

Information on this point can be found under expiry of order deadline

 

 


 

F

 

Am I permitted to use my own cranes, forklift trucks or work platforms?

We regret that this is not permitted. Please note that under our Technical Standards, due to health and safety regulations, we can only admit cranes, forklift trucks and work platforms supplied by service partners of Messe Düsseldorf GmbH.

 

 


 

G

 

What’s the procedure for registering co-exhibitors / group stand members?

Primary exhibitors and group stand organisers are welcome to invite co-exhibitors or group stand members via our Easy Administration Tool (EAT). Once they have received their invitation, they can easily register via our online registration facilities.
 
You will find the link to the EAT in the Stand Management section, under “My Account”.
 
If you are a co-exhibitor or a group stand member and if you have the same primary exhibitor or group stand organiser as you did at the last event, then you can register with the same access details again on this occasion, using our online registration procedure.

 

 


 

H

 

What do I need to bear in mind for the transportation of heavy goods?

Please send your enquiry to the following email address: schwertransporte@messe-duesseldorf.de

 

 


 

I

 

How can I enter a different invoice address me for the stand rental / advance payment / my orders?

Enter the different invoice address at the end of the order process in the comments field.
 

When will you invoice me for the stand rental / advance payment / my orders?

You will be sent the stand rental invoice and the Terms and Conditions for Technical Services as soon as you have been admitted to the event. Both invoices must be paid before the start of the event.
 
About 4 weeks after the end of the event you will be sent a final invoice for all the services and products you have obtained from Messe Düsseldorf.
 
Our service partners will invoice you separately for any products or services obtained from them. Those invoices, however, may be sent out at different times. For more details, please contact the relevant service partners directly.

 

 


 

L

 

When does a late booking surcharge become payable?

Prices and charges are subject to a late booking surcharge if the order of the relevant technical service is received 21 calendar days or later before the assembly period. This surcharge also becomes payable if submitted documents are incomplete and clarification is required for the relevant technical services, so that we are unable to prepare appropriately and take the required measures.
 
 

Where do I find a list of all orders relating to my trade fair stand?

Log into the OOS (exhibitors’ shop) and go to “My Account”. Go to Stand Management, Order Summary, for a complete list of all services ordered for your stand up to now.
 
 

How do I log into / register in the OOS?

You need to register and log in with your personal email address and password.

 

 


 

M

 

Can I order media services before being admitted?

Some events allow you to order media services in the OOS before you are admitted, albeit on condition that admission will be provided later. If this is the case, you will be notified by email sufficiently well in advance.

All other services cannot be ordered until you have received official admission to the relevant event.
 
 

Do I need to register music / musical performances at my exhibition stand?

In order to give musical presentations or hold musical performances or video transmissions, you need to register your intention with GEMA (the German Society for Musical Performance and Mechanical Reproduction Rights).
 
GEMA Gesellschaft für musikalische
Aufführungs- und mechanische
Vervielfältigungsrechte
Postfach 30 12 40, 10722 Berlin, Germany
Bayreuther Strasse 37, 10787 Berlin, Germany
Phone: +49(0)30 21245-00
Fax: +49(0)30 21245-950
Email: gema@gema.de
www.gema.de

 


 

N

 

How do I find out who my neighbour will be?

Go to the homepage of the event (button top left, “To the trade fair site”) and choose the menu item “Exhibitors & Products”. Click the interactive site map, where you can see the position of each exhibitor.

 

What do I need to bear in mind if night-time work is required at my stand?

If work is to be performed at your stand while the trade fair is running, but outside of exhibitors’ opening hours, the relevant persons need to obtain night-time work permits. The same also applies to any vehicles that may be required at night.
 
A night-time work permit allows the holder to work on the premises until 24:00 hrs.
 
A free permit must be requested from the Security Control Centre (Messe Center, ground floor, next to the reception) sufficiently well in advance before the beginning of the work.
 
A national ID card or passport must be submitted, so that the relevant individuals can be identified.

 

 


 

O

 

Why can’t I order everything?

Orders can generally only be placed if there is a valid registered stand order. If your stand order is not (yet) valid, you cannot place orders within the OOS.
 
If you form part of a group stand, it may be that you only have limited ordering rights due to an existing agreement with your group stand organiser.
 
Other possible reasons:
  • The order deadline has expired.
  • The product or service has sold out.
 
The stand order has been blocked for some reason.
 
 

How do I find out whether my order has been successful, i.e. my order status?

Go to the relevant item in the order summary where you will see the current status of the service, e.g. “Order is being processed” or “Order has been confirmed”.
 
 

Can I still order products or services after the expiry of the order deadline?

If the order deadline has expired, you need to find out directly from the relevant department or the Messe Düsseldorf service partner whether orders are still accepted.

 

 


 

P

 

Can I request parking permits after the expiry of the order deadline?

Once the deadline has passed, parking permits can only be obtained during the assembly time, directly at the exhibition centre, and are subject to availability. You will find the relevant contacts at the Trade Fair Management, Messe Center, ground floor.

 

Can I return unused parking permits?

Any unused parking permits must be returned no later than on the last assembly day. Would you please return the permits by post or in person to the relevant contacts at the Trade Fair Management, Messe Center, ground floor.
 
 

When are parking permits sent out?

Any parking permits that have been assigned to you will be sent out about 3-4 weeks before the start of the event.
 
  

Which services are included in the participation costs?

Participation costs always relate to raw stand space. Any additional facilities, such as technical connections, stand construction, etc., are subject to additional charges
 
 

Do I need a permit for photography?

To take photographs and video recordings of your own stand outside the opening hours of the event, you need a photo/video permit.
 
The relevant photographer can obtain this permit from the Security Control Centre (Messe Center, ground floor, next to the reception, contact: slz@messe-duesseldorf.de)
 
They will need to bring their national ID card or passport and the exhibitor’s written order. The permit is valid for a set day until a set time (maximum: until 24:00 hrs).
The photo/video permit costs €45. (as of Aug. 2017)
 
 

How do I cancel product categories?

Product categories (i.e. advertising in trade fair media) must be cancelled up to 14 days after being ordered and no later than the editorial closing date. To cancel, go to your product category listing page and click on the products you ordered in conjunction with the selected product category:

 

 


 

R

 

How do I log into the OOS / register in the OOS?

You need to register and log in with your personal email address and password.

 

 


 

S

 

Where do I find the checklist / schedule, showing the relevant order deadlines?

This checklist is now called a schedule. You will find the schedule in the top left-hand corner of the shop page.
 


The schedule specifies all products and services with their order deadlines. It can be printed out if you like.
 
 

What information do I find on the stand constructors’ website?

The stand constructors’ website contains all the stand construction details with relevance to your trade fair, e.g. Technical Standards, detailed specifications of assembly and dismantling times, etc. https://standbau.messe-duesseldorf.de/
 
 

If I want to give a stand party, how do the relevant service staff obtain access to the exhibition centre?

To ensure that your stand party staff (e.g. caterers, musicians, hostesses, etc.) can reach your stand, they will each need a service ticket.
 
This service ticket can only be ordered through the OOS (Online Order System). Service tickets are only valid for one (1) approved stand party from 15:00 hrs. You will only be billed for service tickets that have actually been used. Editor's note: The precise title of the product is still missing.
 
Vehicle access is only permitted via Gate 1 and requires an entrance permit.
 
Service ticket holders can access the exhibition centre via the North Entrance.
 

Where do I find the stand sketch?

Once your application for the event has been accepted you will find the approval document, stand sketch and a link to the interactive hall plan in the OOS in the area “Mein Konto/My Account” under stand management.

 

 


 

U

 
 

Can I invite further users under my stand order?

Yes, you can. Go to Stand Management, “My Account” and then User Management.

 

 


 

V

 
 

Who can answer my questions on visa issues?

We suggest that you contact the German Embassy or Consulate directly in your own country.
The visa units of the international representations of the Federal Republic of Germany have been informed that when a person seeks to obtain a visa for a trade fair in Germany, they do not generally need to submit an invitation from the trade fair company.
 
 

Is there any visitor registration?

The option of collecting your visitors’ data at the stand is not available at every event. Have a look in the OOS (exhibitors’ shop) whether this service is available for your trade fair.
 
 

How do I order admission ticket vouchers?

You can purchase vouchers online, upon logging into the OOS. You will find the admission ticket vouchers in the category “Marketing & Press”.

 

 


 

W

 
 

Where can I rent/borrow a wheelchair?

During the trade fair you are welcome to go to the Medical Point of the exhibition centre and obtain either a standard wheelchair (free) or an electric wheelchair (€20).

 

If you intend to use one of our wheelchairs, please let us know sufficiently well in advance, before coming to the trade fair. Just email us at rollstuhlverleih@messe-duesseldorf.de

 

Medical Point

North Entrance (Hall 7, ground floor)

Phone: +49 (0) 211 4560-231

Email: rollstuhlverleih@messe-duesseldorf.de