Ticket Upgrade FAQs

The following FAQs relate to the Ticket Upgrade feature. This feature is only available to Season Ticket Holders who pay a concession price and would like to upgrade their seat to an Adult price for a particular match.

If you do not pay a concession price for your Season Ticket, you should always use Ticket Share to forward your ticket. For further information about Ticket Share, please click here.

 

What is the difference between Ticket Upgrade and Ticket Share?

Ticket Upgrade and Ticket Share are both features which allow Season Ticket Holders to forward their ticket to a friend or family member for a game they can't attend.

Ticket Share can be used when an Adult is forwarding to another Adult, or when a supporter who pays a concession price is forwarding to another supporter who qualifies for concessions.

Ticket Upgrade provides a legitimate way of upgrading a concession-priced ticket to an Adult price and should be used when a supporter who pays a concession price is forwarding to an Adult. 

 

Should I use Ticket Share or Ticket Upgrade?

Please select the price you pay for your Season Ticket:

I pay a non-concession price for my Season Ticket

If you pay a non-concession price, you should always use Ticket Share when transferring your ticket to another fan.

I pay a concession price for my Season Ticket

If the ticket recipient is 21 and under or over 65, please use Ticket Share to forward your ticket.

If the ticket recipient is 22-64 years old, please use Ticket Upgrade to forward your ticket.

 

What are the concession categories?

If you pay a concession price and the recipient of your ticket falls into any of the following age categories, you may forward your ticket to them via Ticket Share. You do not need to use Ticket Upgrade.

  • Junior - Under 18
  • Young Adult - 18-21
  • Senior - Over 65

Supporters who do not fall into the above categories are considered Adults. If you pay a concession price and would like to forward your ticket to an Adult, you should use Ticket Upgrade.

If you do not pay a concession price, you should always use Ticket Share to forward your ticket.

 

How do I use Ticket Upgrade?

To use Ticket Upgrade, please follow the steps below:

  1. Log into your e-ticketing account
  2. Select 'Manage Tickets', then select the fixture you can't attend
  3. Select 'Upgrade Tickets', then choose 'Adult' as the upgrade price class
  4. Choose the ticket recipient from within your network
  5. Select 'Proceed to Payment' - although you will be asked to enter payment details, you will not be charged
  6. Finally, select 'Review Order' and complete the forwarding process

 

Why am I being asked to enter my payment details?

Although you will be asked to enter your payment details, please be assured that you will not be charged for forwarding your ticket via Ticket Upgrade.

The recipient will be required to pay the upgrade fee before the ticket is issued to them. 

 

How should the recipient pay for the ticket?

Once you have forwarded your ticket to the recipient, they will receive an email inviting them to complete the upgrade payment. They will also see a notification within their e-ticketing account. 

They can complete the upgrade payment by clicking the link in their notification email, or clicking the notification in their account, and following the steps outlined. Alternatively, they may decline the offer if they have changed their mind.

Once the upgrade payment has been completed, they will be emailed the ticket directly. Please note, if no upgrade payment is received then no ticket will be issued to them. It will instead revert to the original Season Ticket Holder at kick-off.

 

What happens if the recipient doesn't pay the ticket upgrade?

Recipients have until kick-off to complete their upgrade payment. If they do not make the upgrade payment before the game kicks off, it will revert to the original Season Ticket Holder.

 

Does the Ticket Upgrade recipient need to be a One Hotspur Member?

If you are using Ticket Upgrade for a fixture which is only on sale to One Hotspur Members, the recipient will need to be a One Hotspur Member to receive the ticket.

If the fixture has reached General Sale then the recipient will not need to be a Member to upgrade the ticket.

 

Can I change my mind?

If the recipient has not accepted your forwarded ticket (ie. has not made the upgrade payment), you will have the option to cancel the pending offer from within your e-ticketing account.

If they have already accepted the ticket and upgraded it to the Adult price then this cannot be reversed. We would therefore kindly ask you only to use Ticket Upgrade (and Ticket Share) if you are certain that you cannot attend the game.

 

Troubleshooting Tips

If you are having difficulty using Ticket Upgrade, please refer to some of the common troubleshooting steps below:

You don't pay a concession price for your Season Ticket

If you pay a non-concession price, you should always use Ticket Share when transferring your ticket to another fan.

You pay a concession price and are forwarding to a supporter eligible for a concession

If the ticket recipient is 21 and under or over 65, please use Ticket Share to forward your ticket.

The supporter you're forwarding to already has a ticket

If the supporter you're forwarding to already has a ticket, it will not be possible for them to obtain an additional one via Ticket Upgrade. Unless a fixture has reached Guest Sale, tickets are strictly limited to one per supporter.

The supporter you're forwarding to is not a One Hotspur Member

If the ticket recipient is 21 and under or over 65, please use Ticket Share to forward your ticket.

The fixture has just gone on sale

If you are using Ticket Upgrade for a fixture which has only just gone on sale, the feature may temporarily be unavailable. This will not be an ongoing issue and we would encourage you to try again in 24 hours.

None of the above

If you have read all of these tips and still require assistance, you are welcome to contact us directly.

 

 

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