How will I receive my ticket for Premier League fixtures?
I am a Season Ticket Holder
Digital Season Tickets are sent out once to Season Ticket Holders. The pass should not be deleted from your mobile device.
Once downloaded onto your mobile device, your Season Ticket will automatically update with details of the next fixture, seven days before kick-off.
If your Season Ticket hasn't automatically updated for the next Premier League fixture, please consult the Troubleshooting section below.
I have more than one Season Ticket registered to my email address
If you have more than one Season Ticket registered to your email address, you will be sent a separate email for each ticket. This can then be sent onto the supporter whose Season Ticket it is. Alternatively, you can add more than one to your own phone.
I purchased tickets as a Claret Member
If you purchased a ticket for an individual match as a Claret Member, you’ll be emailed your NFC ticket seven days prior to kick-off, or within 24 hours of purchase if you did so within seven days of kick-off.
This will be an individual ticket for the game, and won’t be loaded onto any year-long Membership pass.
I purchased during General Sale
If you purchased a ticket for an individual match, you’ll be emailed your NFC ticket seven days prior to kick-off, or within 24 hours of purchase if you did so within seven days of kick-off.
I received my ticket on Ticket Forwarding
All tickets which have been accepted via Ticket Forwarding will be sent as digital tickets.
If you do not have a compatible mobile device to which to download your digital ticket to, then please contact us to request an alternative option.
I bought my ticket on Ticket Exchange
Tickets purchased on the Ticket Exchange will be emailed either seven days prior to kick-off, or within 24 hours of purchase if bought within seven days of kick-off.
How do I download the Season Ticket to my phone?
How will I receive my ticket for non-Premier League fixtures?
For cup games, all supporters who purchased tickets including Season Ticket holders will be issued a digital ticket. You’ll be emailed your NFC ticket seven days prior to kick-off, or within 24 hours of purchase if you did so within seven days of kick-off.
What if I don't have a smart phone or compatible mobile device?
The Club is conscious that some of Season Ticket Holders may not have access to a mobile phone and we will work with you to provide a solution on a case-by-case basis.
If you are over 65 or are an accessible Season Ticket holder you can fill out this form to request a physical Season Ticket, or if you do not fall into this category you can contact the Ticket Office on 0333 030 1966 or email [email protected] to discuss your options.
How will Juniors (U18) without a smart phone or compatible mobile device receive their ticket?
If a junior supporter has their own smartphone, they will be able to download their digital ticket or pass to their mobile device.
If a junior supporter does not own their a phone, the ticket may be downloaded to someone else’s phone, to be presented at the stadium.
Troubleshooting
My Season Pass is showing as expired
Even if your pass is showing as expired in your phone's wallet, please be assured that it will still be valid for use.
You can attempt to move your pass into your phone wallet by following the below steps:
iPhone
- Open settings on your device and unhide expired passes on your Wallet
- Open your Apple Wallet app
- Tap on "View Expired Passes" (you might need to scroll down if you have lots of passes in your wallet)
- Select the relevant pass and refresh by pressing the three dots in the right hand corner
- Now go back to the main Apple Wallet screen
- Your pass should reappear
Android/Google
If your pass shows as “expired” then don’t worry, provided you do not sell it on Ticket Exchange or gift it via Ticket Share (Season Ticket Holders only), click on the “show details” button on your pass, then this will work on the turnstiles for the next game. Your pass is unique to you and your seat.
Please ensure you have enabled ‘tap and go’ within your settings for NFC on your mobile device.
I have deleted my pass
Passes are only sent once so please do not delete your pass from your mobile device.
If you delete it inadvertently, please try to locate the original email you were sent containing the link to download it. It will have been sent from [email protected]. You should find that you are still able to download it using the original email link.
Should you be unable to re-download your pass, please contact us as soon as possible.
My digital pass has not updated with the upcoming fixture
If your pass has not updated with details of an upcoming fixture you are due to attend, please ensure that it has not already been issued to you another way.
If your ticket is supposed to be on your pass and it hasn't updated, you can follow the troubleshooting steps below. However, we would like to assure you that your pass will still be fine to use provided your ticket has not been shared/re-sold.
Apple/iPhone Users:
You can try manually updating your pass by following these steps:
- Navigate to your pass in your Apple Wallet
- Tap on the 3 dots
- Ensure the "automatic updates" toggle is green
- Press and hold the miniature pass and drag the screen down
- Please wait a moment for the pass to say “updated just now”
- Once the spinning wheel has disappeared, tap on the back arrow in the top left-hand corner to return to the main pass.
- The next fixture should now be displayed
If you have recently updated your phone and your pass has been removed, then scroll down and click “Edit Passes” to unhide the pass.
Android Users
- Check you don't have multiple tickets attached to your pass by tapping on the pass and swiping left to right on the last fixture.
- Alternatively, we recommend you power your device off and on again.
I’ve downloaded an e-ticket
If you have downloaded an e-ticket to use instead of your NFC, your downloaded ticket will deactivate your NFC season ticket and then update with the next game.
With the email received with the digital match ticket and PDF attached, you will need to either
- Add the digital ticket to your applicable wallet
- Print the PDF and fold the ticket along the dotted lines to insert and scan at the reader
I am having issues downloading my pass/ticket - troubleshooting tips
For anyone experiencing issues downloading their pass or ticket, please try the following useful tips:
Apple Users
- Ensure you are tapping on 'Apple Wallet' rather than 'G Pay' when trying to download it
- Check your pass or ticket has not already downloaded - please click on Apple Wallet to view your pass.
- Ensure your phone is receiving Mobile Data for your digital pass or ticket to update correctly.
- Check your Safari settings and make sure you have “Block cookies” and “Block Pop-ups” turned off. Downloads should be set to 'On My iPhone' rather than 'iCloud Drive'.
- Check your settings and, If you are using Android, ensure you have no pop-up blockers enabled.
- Only open the email in your phone’s native mail app. If you are using an alternative mail provider such as Yahoo, AOL or accessing it via the Outlook mail app, please forward the email to your address that utilises your phone’s native mail app.
- If you are using a work phone, you may be blocked from opening certain links and attachments - please forward the email with your digital ticket to your personal phone
- You may also need to switch your phone off and on again to pick up any updates
Android Users
- Ensure you are tapping on 'G Pay' not 'Apple Wallet' when trying to download it
- Check that you have G Pay already added to your device
- Check your pass or ticket has not already downloaded - please click on 'G Pay' to view your pass.
- Set your default browser to Google Chrome (Settings > Apps > Chrome > Browser App > tick Chrome)
- Samsung users may need to set Google Pay to default (Settings > Apps > Google Pay > tap Set As Default > tap 'Open Supported Links' > tap 'In This App')
- Ensure your phone is receiving Mobile Data for your digital pass or ticket to update correctly.
- Check your settings and ensure you have no pop-up blockers enabled.
- Only open the email in your phone’s native mail app. If you are using an alternative mail provider such as Yahoo, AOL or accessing it via the Outlook mail app, please forward the email to your address that utilises your phone’s native mail app.
- If you are using a work phone, you may be blocked from opening certain links and attachments - please forward the email with your digital ticket to your personal phone
- You may also need to switch your phone off and on again to pick up any updates
Ticket Share and Digital Ticketing
How are Ticket Forwarding tickets issued?
All tickets gifted via Ticket Forwarding must be accepted by the intended recipient or else they will not be valid for use on matchday.
Once a ticket has been accepted, the original ticket will be removed from the Season Ticket Holder's digital pass. It will instead be reissued as a digital ticket to the intended recipient via their registered email address.
Even if the recipient already has their own pass, all Ticket Forwarding tickets will still be issued as digital tickets.
General Digital Ticketing FAQs
When will I be sent my digital pass/ticket?
If you’re a Season Ticket holder, you’ll be sent your NFC Season Ticket in July, and this will work throughout the season. The ticket will refresh before each matchday to show the upcoming opponent.
If you’re buying an individual ticket for a game, it will be sent to you seven days prior to kick-off, or if you buy within seven days, you’ll get it within 24 hours of purchasing.
How do I find my pass/ticket after I've downloaded it?
Once you have successfully downloaded your digital pass, you will be able to view it at any time by opening either their Apple Wallet (iPhone) or Google Pay app (Android).
For Season Ticket Holders, the pass will update automatically within seven days of each match the supporter is due to attend.
What mobile devices are compatible?
Apple: All Face ID iPhones are supported, as are all Touch ID iPhones with the exception of the iPhone 5s. Digital ticketing is also available on all Apple Watch models.
Android: Phones must run the latest version of Android, where possible. Google Pay must be installed and up to date, and NFC must be enabled.
If I've bought tickets for guests, how will they receive them?
Guest tickets purchased under the Client Reference Number of the lead booker will be sent to the lead booker's email address directly.
It is the lead booker's responsibility to forward the tickets to their guests via email so they can be added to their wallet.
Please note that, for Premier League games, Season Ticket Holders will already have their own tickets issued to them via their digital passes, so their email will only contain their guests' tickets.
Guests are not required to validate their ID if their ticket is in the name of the lead booker, who will be considered responsible for their guests.
The lead booker may download all tickets to their own phone to be presented at the stadium.
What do I do at the turnstiles?
Before arriving at the Stadium, ensure that your pass or ticket is downloaded to the mobile device you intend to use for entry - once it is stored in your digital wallet, you will not need internet access for your ticket to work, but your device will need to be switched on.
On approach to your Turnstile and Entrance, locate your ticket held within your Apple Wallet or G Pay app. At the turnstile your phone should be held, screen up, over the contactless reader.
Please note, each ticket will only work once on the turnstile – it is not possible to pass your ticket onto anyone else once you have entered the stadium.
If you require any assistance on the day, please speak to the nearest steward.