Digital Ticketing FAQs (2021/22 Season) – Zendesk

Digital Season Ticket Passes have been sent to all Season Ticket Holders.

Digital One Hotspur Member Passes for all existing Members have also been sent out and any passes for new members will be issued on a weekly basis. If you are a new member, we kindly ask that you only contact us if you do not believe you have received your pass within 48 hours of any fixture you are due to attend.

All passes are sent from noreply@ticketmaster.co.uk. You only need to download this pass once to your mobile device. Please ensure it has been downloaded before setting off to avoid any issues at the Stadium.

Please do not delete the pass from your device. Unless otherwise requested, a new pass will not be issued before each game so you should continue to use the original pass you were issued unless your ticket is issued in a different way for a particular fixture.

Digital Ticketing on Matchdays

How will I receive my ticket for Premier League fixtures?

I received my ticket on Ticket Share
I bought my ticket on Ticket Exchange
I am a Season Ticket Holder
I am a One Hotspur Member and purchased during the Member Sale
I purchased during a Guest Sale
I purchased during a General Sale

I received my ticket on Ticket Share

All tickets which have been accepted via Ticket Share will be sent as digital tickets. No ticket will be loaded onto any pass or entry card you may have been sent.

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 by One Hotspur Members during any members' priority window will be issued to the Member's digital One Hotspur Pass.

Tickets purchased on the Ticket Exchange by any supporter during a Guest or General sale will be issued as a Print at Home ticket.

I am a Season Ticket Holder

Digital Season Passes 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 pass will automatically update with details of the next fixture.

Even if you cannot see the details of the next Premier League fixture, there is no need to be concerned. So long as you have not sold your ticket on the Ticket Exchange or gifted it via Ticket Share, your ticket will still have been loaded to your pass and it will still work at the turnstiles.

I am a One Hotspur Member and purchased during the Member Sale

The Member Sale is the priority window in which One Hotspur Members can purchase one ticket per membership.

Premier League tickets purchased by members during this window will be automatically activated onto members' Digital Member Pass.

This pass is only sent to each member once. Once downloaded onto your mobile device, it will automatically update with details of the next fixture.

Even if you cannot see the details of the next Premier League fixture, there is no need to be concerned. Your ticket will still have been loaded to your pass and it will still work at the turnstiles.

I purchased during a Guest Sale

A guest sale is the sales window in which Season Ticket Holders and One Hotspur Members can purchase additional guest tickets.

Any tickets purchased during a Guest Sale window will be issued as Print at Home tickets.

I purchased during a General Sale

All tickets purchased during a General Sale window will be issued as Print at Home Tickets.

How will I receive my ticket for non-Premier League fixtures?

For FA Cup games, Season Ticket Holders and One Hotspur Members who purchased one ticket prior to any Guest/General sale will be issued a digital ticket.

Multiple tickets purchased with the same client reference number during the Guest Sale will be issued as Print at Home tickets to the lead booker.

All tickets booked during a General Sale will be issued as Print at Home tickets.

What if I don't have a smart phone or compatible mobile device?

We have issued digital ticketing guidance to all Season Ticket Holders and One Hotspur Members.

If you do not own a smart phone and have no way of downloading a digital ticket or pass to a mobile device for use on matchday, please contact us via this form as soon as possible.

If you have purchased a Premium ticket, please contact your account manager or email premium.accounts@tottenhamhotspur.com.

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.

We have issued digital ticketing guidance via email to all Season Ticket Holders and One Hotspur Members. This guidance includes information for those under 18 without a smart phone.

We would kindly ask you to refer to this guidance in the first instance. If you require further assistance, please contact us via this form.

Troubleshooting

My pass is showing as expired
I have deleted my pass
My digital pass has not updated with the upcoming fixture
I am having issues downloading my pass/ticket - troubleshooting tips

My 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.

If you are using an Apple device, you may be able to restore it by tapping on the pass and selecting 'Unhide'.

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 noreply@ticketmaster.co.uk. 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 via this form 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.

All Season Ticket Holders' passes will be loaded with all 19 home Premier League games - likewise, all One Hotspur Members who purchase Premier League tickets during a Member Priority window will have their passes loaded. However, any tickets purchased during Guest or General Sales will be issued as Print at Homes, and all tickets issued via Ticket Share will be issued as a digital ticket.

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 and you have an active ACN.

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 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

If you have tried all of the steps above and are still having problems, please contact us via this form as soon as possible.

Ticket Share and Digital Ticketing

How to use Ticket Share

For guidance on how to use Ticket Share, please see our dedicated Ticket Share help pages.

Please note that Ticket Share can only currently be used by Season Ticket Holders to forward tickets included in their Season Ticket to supporters in their network.

How are Ticket Share tickets issued?

All tickets gifted via Ticket Share 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 Share tickets will still be issued as digital tickets. If the recipient does not have a smartphone onto which to download the ticket, they should contact us via this form as soon as possible.

General Digital Ticketing FAQs

When will I be sent my digital pass/ticket?

All renewed Season Ticket Holders and One Hotspur Members have been sent their digital passes.

One Hotspur Member passes will be sent to new Members on a weekly basis and no later than 48 hours before a fixture they are due to attend.

As a reminder, these passes are only sent once and should not be deleted. They are sent from noreply@ticketmaster.co.uk.

Supporters who accept a ticket via Ticket Share will be sent a digital ticket as soon as their ticket has been accepted via their e-ticketing account. Any tickets purchased during a Guest Sale or General Sale will be issued as Print at Homes ahead of the game.

How do I download and access my digital pass (Season Ticket Holders and One Hotspur Members)

I use an iPhone
I use an Android

How do I download and access my digital ticket? (Non-Members)

I use an iPhone
I use an Android

How do I find my pass/ticket after I've downloaded it?

Season Ticket Holders and One Hotspur Members who have successfully downloaded their digital passes will be able to view them at any time by opening either their Apple Wallet (iPhone) or Google Pay app (Android).

The pass will update automatically within 7 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.

What is the difference between a digital pass and a digital ticket?

Digital passes are issued to Season Ticket Holders and One Hotspur Members one time only. Once downloaded, this pass should not be deleted as it will be updated automatically within 7 days of each match the supporter is due to attend (unless their ticket is issued via an alternate method).

Digital tickets, on the other hand, are valid only for the match displayed on the ticket. Like a digital pass, a digital ticket must be downloaded to the smart device of the supporter who intends to use it.

Executive Members - How to access your digital tickets

This is the Premium Executive Members guide to digital tickets and how to access all tickets for you and your guests.

If I've bought tickets for guests, how will they receive them?

Guest tickets purchased under the CRN of the lead booker will be sent to the lead booker's email address directly as Print at Home tickets.

It is the lead booker's responsibility to print or forward the tickets to their guests via email so they can be printed out ahead of time.

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.

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.

Upon your arrival at the stadium your ticket will be scanned twice - once by a steward at the bottom of the steps leading up to your designated Entrance, and once on the turnstile.

On approach to your Entrance, locate your ticket held within your Apple Wallet or G Pay app. Present your phone for the steward to scan from a safe distance. For Android devices, make sure the barcode is facing the steward.

At the turnstile your phone should be held, screen up, over the contactless reader. You may also scan the barcode shown on your ticket under the barcode 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.