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Frequently asked questions (FAQ) and our answers.


Here, you will find answers to frequently asked questions – as well tips on how to use the Shop for Exhibitor Services.
In the event that you should encounter terms that you are unfamiliar with, please take a look at our glossary.
Are you using the Shop for Exhibitor Services for the first time? If so, you can also refer to our help video for a practical overview of how to use the shop and of the possibilities it offers.

 

In order to access the shop and all of Messe Frankfurt’s other online services in the Customer Centre, you will need your own personal Messe-Login. You can get this online in our Customer Centre – this can be found at www.messefrankfurt.com.

The Messe-Login is the combination of your email address and your chosen password. It serves as your personal access to the Customer Centre and therefore to all of Messe Frankfurt’s online services, such as the Shop for Exhibitor Services.
 

The contact person – contracting party named in the Intention to Exhibit will be referred to as the main contact person in the following.

As the main contact person for Messe Frankfurt, we will set up your access if you have not previously had a Messe-Login. You will automatically receive an email from us containing a link for your registration. Simply click on this registration link and select your own password. As soon as the Shop for Exhibitor Services is open for you, we will automatically send you an email letting you know – and you will be able to begin placing your orders.

Please note: Only the main contact person for Messe Frankfurt will be sent an email for the account that has been set up, giving them full access to the corresponding stand in the Shop for Exhibitor Services.

Is there anyone else at the exhibiting company that should also be able to use the Shop for Exhibitor Services? No problem – they simply need to obtain their own personal Messe-Login. Simply go to https://serviceshop.messefrankfurt.com and click on “SIGN UP”. Once you have filled in all of the mandatory fields and submitted your information, you will be sent an email containing a registration link with which you can activate your account.
 

Even if you are not acting as an exhibitor, but rather as a trade show supplier for stand construction or are working for an agency, you can still use the Shop for Exhibitor Services. For this, you will also need your own personal Messe-Login. Simply go to https://serviceshop.messefrankfurt.com and click on “SIGN UP”. Once you have filled in all of the mandatory fields and submitted your information, you will be sent an email containing a confirmation link. Now all you have to do is click on the link to activate your account.
 

Do you already have a Messe-Login?
If so, please go to https://serviceshop.messefrankfurt.com and click on “LOG IN” – here you can simply login using your email address and your password. If you are unable to remember your password, click on “Forgot your password?”. We will immediately send you an email that allows you to reset your password.?

Has your company’s main contact person for Messe Frankfurt changed?
It is not possible to simply switch the details for other people in the Messe-Login. If the main contact person has changed since the Intention to Exhibit was submitted, please get in touch with the contact person at Messe Frankfurt who is responsible for your stand – they will be happy to assist you. You will find their contact details on the corresponding event website under “For exhibitors” – “Planning and preparations” – “Contacts”, as well as on the letter of confirmation for your stand.
 

In this area, you can authorise additional individuals to place orders in the Shop for Exhibitor Services. The user management area can be found under “Stand Information”.

Only the main contact person for Messe Frankfurt (contact person – contracting party) and their representatives can manage users and order authorisations. We offer you two possibilities for doing this:

Management by representatives:
If you designate individuals as representatives, they are granted the same rights within the Shop for Exhibitor Services as you are in your role as the main contact person, meaning that, among other things, they can also manage order authorisations. For this, it is necessary that each representative set up their own Messe-Login.

Management by stand code:

In order to authorise other individuals to place orders on your account and for your stand, you can give them your stand code. For this, too, it is necessary that each stand code user set up their own Messe-Login.

Under the menu item “User Management”, you will find a clear overview of all of the authorisations you have issued. You may also revoke these authorisations at any time.
 

As a trade show supplier / non-exhibitor, the ability to manage users and order authorisations is limited to administrators. For this, go to “My company” and click on “Manage Administrators”. Here you can designate additional administrators who will have the same rights as you do in the Shop for Exhibitor Services. For this, each administrator must set up their own Messe-Login.

Under the menu item “User Management”, you will find a clear overview of all of the company’s administrators. You may also delete these administrators at any time.
 

The stand code is the simplest possible way that you can authorise additional individuals to place orders for a particular stand that will be billed to the exhibitor’s account. The stand code is a combination of numbers and letters generated by the shop system that is only valid for a particular stand at a particular event.

Please note that the stand code is not the stand number, and that it does not take the place of a Messe-Login. This means that you will always need a personal Messe-Login in order to access the Shop for Exhibitor Services and enter the stand code.

The Messe-Login is your personal access for all of Messe Frankfurt’s online services. You can use the stand code to authorise other individuals to place orders.
 

Everyone who would like to place orders for a particular stand on the exhibitor's account requires the stand code. For example, this includes stand constructors, agencies and the exhibitor's colleagues.
 

For this, please get in touch with the main contact person directly or with their representatives who also have access to the stand code in the Shop for Exhibitor Services under the “User Management” menu item.

Furthermore, the main contact person will automatically be sent an email as soon as the shop is opened for the desired event. Among other things, this email includes the stand code.

You can also use the shop to send a request for the stand code to the main contact person. You will find this function on the start page in the “Assign yourself a new stand or place orders” area.
 

Once you have selected a stand in the shop, as the main contact person or representative you will be able to access your stand code – in the “Stand Information” area under the “User Management” menu item. We recommend that you inform those using your stand code that it must be kept confidential.

Furthermore, you will automatically be sent an email as soon as the shop is opened for the desired event. Among other things, this email includes the stand code.
 

Please note that the option allowing you to authorise additional individuals by giving them the stand code is only available to exhibitors.
 

As soon as you have logged in to the Shop for Exhibitor Services using your Messe-Login, you will be able to see which stands and which events you can already place orders for under “Stands Assigned to me” (“Stands for which you can place orders”). For this, simply click on “Product Selection” beneath the stand for which you would like to place orders.

Important:
Products that are simply in your shopping cart are not considered to have been ordered, and it may not be possible to order these once the ordering deadline has passed. Therefore, you should mark the products you wish to order and then click on “To checkout” in order to complete the order.

Ordered products that are designated “On request” can be found under the “Requests” menu item. All other ordered products can be found under “Order status”.

As the main contact person, your stand is already saved under “Stands Assigned to me”, and you will automatically be ordering on your company’s account.

As a colleague of the main contact person, would you also like to be able to place orders for this stand? If so, please use the stand code. For this, please get in touch with the main contact person in your company directly – or you can obtain the code directly from the contact person – contracting party by using the “Request stand code” dialogue. You will find more information on this in the FAQs under the item “User Management”.
 

As an exhibitor, you can also order on another company’s account, e.g. on the account of a different division of your firm. The requirement: there must be a corporate customer account at Messe Frankfurt for this company that has been assigned to your account.

For this, please use the dialogue in the shop, which you will find in the bottom right-hand corner on the start page under “Placing orders on your company’s account – the invoice address is different from the exhibitor's address”.
 

For your orders on your own account, there must be a corporate customer account at Messe Frankfurt for your company that has been assigned to your account.

For this, please use the dialogue in the shop, which you will find in the bottom right-hand corner on the start page under “Placing orders on your company’s account – the invoice address is different from the exhibitor's address”.
 

If you would like to place orders on a different account, please use the stand code. You can also use the shop to send a request for the stand code to the main contact person. You will find the corresponding function on the start page in the “Assign yourself a new stand or place orders” area. The stand code is only valid for one particular stand.

Enter the stand code on the start page in the corresponding field under “Assign yourself a new stand or place orders” and then click on “Continue”. The stand will be saved on the same page under “Stands for which you can place orders”.
 

There are two possible reasons for this: It is possible that your “Intention to Exhibit” process has not yet been completed – if so, please wait until you receive your confirmation from Messe Frankfurt, which should occur shortly. However, it is also possible that the shop has not yet been opened for the desired event. If this is the case, you will automatically receive an email from us as soon as the shop is available for you.

Please note that at first, only that person whose email address was entered in the “Intention to Exhibit” as the contact person will have access to the stand and be able to place orders for it. Please contact this person in order to obtain the stand code or have yourself designated as a representative. You will find more information on this in the FAQs under the item “User Management”.

If none of these are applicable to you, please contact our shop hotline on +49 69 75 75-29 99 or send an email to serviceshop@messefrankfurt.com – they will be happy to assist you.
 

It is possible that the “Intention to Exhibit” process has not yet been completed, so that no final assignment of the stand to a particular exhibitor has yet been made. It is also possible that the “Confirmation of Participation” has not yet been received from the exhibitor for this stand. In both cases, please contact the exhibitor.

Is it possible that your own registration has not yet been completed? If so, please enter the rest of your details in MyAccount.
 

Each of your colleagues and partners requires their own Messe-Login. The main contact person and their designated representatives have access to the stand code in order to be able to authorise other individuals to place orders.

All users who are authorised by the stand code or who have been designated as representatives have access to the entire shopping cart and the order status. Each stand has its own shopping cart, which can only be viewed by those persons who have been authorised for this particular stand.

As a trade show supplier / non-exhibitor working for a company that is ordering on its own account for a stand, you will only be able to see your own shopping cart. You will not have any access to the exhibitor's shopping cart for this stand.

You can see which products have already been ordered under “Order Status”. In the shopping cart, you can see all of the products selected by the users, and can remove these or order these if you wish.

This collaboration can also take place across multiple companies simultaneously without any difficulty: You will find more information on this in the FAQ under the item “User management”.
 

In the event that an order is to be cancelled, the customer shall notify Messe Frankfurt thereof in writing no later than three (3) weeks prior to the opening of the event involved, reckoned from the date of receipt. Cancellations can be accepted at later dates only if the respective service(s) – or parts thereof – have not yet been provided or provision thereof has not yet commenced. The same shall apply to any changes to the ordered service(s).

To cancel an order, please go to the Shop for Exhibitor Services and view the “Order status” for the stand in question. Mark the items to be cancelled, then click on “Cancel”.
 

As soon as you have logged in to the shop, click on “Order History” on the top menu bar on the start page. This will show you an overview of all of the stands for which orders have been placed. If you would like to find out additional details on the orders, simply click on the specific trade fair on the left. We offer you two options for doing this:

1. Export the order overview as an Excel list

To do this, simply mark the desired products and services, then click on “Export order history”.

2. Order the same items as in the previous year for your upcoming event
To do this, simply mark the desired products and services, then click on “Transfer selected items”. Then, in the next step, select the stand from the list to which you would like to transfer the orders. The products and services will be placed in the shopping cart for the selected stand.
 

The Shop for Exhibitor Services is specially configured for each trade fair and event. As a result of the different technical conditions in each of our exhibition halls, it is not always possible to order all of the services for each hall or hall level.

Some services are also subject to order deadlines or limited availability. This means that in some cases, the order deadline may already have passed for a desired service, or the service may no longer be available.
 

For some technical products such as electricity, water and gas connections, it is necessary to know the precise position so that Messe Frankfurt can perform the installation. This means that it is necessary to position these products during the ordering process and to link these to a stand sketch that you can upload during the ordering process.
 

Yes, you may upload your own stand plans in any standard graphic format as part of the ordering process or after placing an order. Please note that it is only for specific products, such as technical connections, that such plans can be uploaded and linked.
 

You can position your technical connections, lighting, furniture and wall elements in the stand sketch – it’s simple and intuitive. Simply place the corresponding products into your shopping cart, select them in the cart and click on the “Proceed to checkout" button. In the next step, select the “Positioning using the stand sketch found in the shop" option and then click on “Continue”.
Now, select the product in the column on the left that you wish to position. You will see your stand on the right. Simply click on the product and drag it to the desired location in your stand while keeping the left mouse button pressed. If you do not like the position you have chosen, you can reposition the product. It is also possible to rotate products. To do so, click on the little square above the product and rotate it in the desired direction while keeping the left mouse button pressed.
In the left-hand column you will see all products that require positioning. Products that have already been positioned in the stand sketch are identified by a green tick. All products that have not yet been positioned are shown with a red exclamation point.

Please note: The “Positioning using the stand sketch found in the shop" option is only available for Messe Frankfurt events. You can recognise these events by the presence of the Messe Frankfurt logo on the start page of the shop.

No, all of the prices shown are fixed prices. For electrical connections and water supply connections, consumption is already included in the price. Depending on the intricacy and design of your stand, the installation of your connections may entail additional work. This work is not included in the standard prices and will therefore be invoiced separately.

For orders or connections that are received less than 11 days before the start of the event, we may also invoice any additional expenses incurred.
 

The invoice will be sent to you by post approximately 10-14 working days after the event. Please note that there may be different rules for some products that make it necessary to invoice these items before the event. Naturally we will inform you of this in good time.

You can find detailed information on payment and invoicing in the terms and conditions of supply for each product and service. Please make sure that you provide Messe Frankfurt with all of the information necessary for invoicing in advance.

Messe Frankfurt will charge a handling fee of 50 euros plus VAT for such things as subsequent changes to the invoice that are necessary as a result of changes to the invoice recipient or address changes. This fee will be shown on the modified invoice.
 

No, unfortunately we are unable to accept credit payments. Orders can only be placed on account.
 

If you have any further questions regarding our Shop for Exhibitor Services, our shop hotline staff will be happy to assist you.

You can reach us from Monday to Friday from 8:00 a.m. until 6:00 p.m. on +49 69 75 75-29 99 or by sending us an email at serviceshop@messefrankfurt.com.

You also will find more information at Information on the Shop.