Troubleshooting and support

If you are experiencing problems logging in or purchasing a ticket, most problems can be resolved instantly by following the steps outlined on this page. Please select one of the options below for troubleshooting steps and guidance:

 

 

 

Problems Logging In

In the first instance, if you're having trouble logging in you should try to reset your password.

It is also recommended that the web browser you are using is the most up to date version and that you try the steps below if any log in errors persist:

  • Clear your cache
  • Try a different browser
  • Try a different device

If you are still having trouble logging in after following the steps above, you are welcome to contact us so we can assist you further. Please contact us using our Log In Support form and provide as much detail as you can. A member of the team will get back to you as quickly as possible.

 

Problems Buying Tickets

If you are trying to purchase a ticket for yourself and another supporter, you will need to ensure that they have been added to your Network before you attempt to assign a ticket to them. If you are trying to purchase a ticket that has already been reserved for them, you will need to have management rights over their account too.

You will also need to ensure that everyone in your booking is eligible to purchase tickets at the time of purchase. One Hotspur Members, for example, will not be eligible to purchase tickets during One Hotspur + Member priority windows.

Please refer to the list below for a number of any other issues you may experience when attempting to purchase tickets:

 

 

"Unfortunately, this time you don't have the correct privileges on your account to purchase tickets for this match."

This message will appear if your category of membership is not eligible to purchase tickets. Supporters should refer to the Club's on-sale dates to check when they will be eligible to purchase tickets to any given game.

 

"We have found multiple references matching your criteria."

This error message usually appears if you have already registered with the Club at some stage. Please search your email inbox for a CRN (Client Reference Number), which you would have received when you originally registered. If you can't find or recall your CRN, you can also log in using your email address. If you encounter any issues with this, then you will be able to request a password reset email via the main log in page.

 

"You have exceeded your quota of tickets"

This message appears when you attempt to purchase more tickets than is permitted. During general sales, tickets are generally available to purchase in quantities of up to six per booking, subject to availability. However, during priority windows and guest sales the number of tickets permitted per CRN is usually smaller.

If you are trying to purchase tickets for another supporter during a priority window, you will need to ensure that they have been added to your Network first, and that you reassign the ticket to them before proceeding to payment. If you do not reassign the ticket to them, you may not be able to proceed with the purchase.

 

"There are not sufficient seats available in the area you have selected."

This message typically only appears when a seat has been locked online by another. Seats on our interactive seating map will show as available until they have been purchased - however, you will not be able to add a seat to your basket if it has already been added to another supporter's basket and they are in the process of purchasing it. If they do not complete their purchase within a certain amount of time, the seat will be released.

Please note that, as our ticketing system is 'live', tickets can become available again at any given time, so it is always worth checking back for availability. 

 

"Just one moment"

This message appears when the system detects unusual activity and needs to verify that it is not an automated system or bot trying to book tickets.

If you receive this message, please close all open tabs you may have open, as well as multiple browser windows. Please also refrain from refreshing the page while you are in a queue. 

Once it is recognised that it is an individual, not a computer, trying to gain access, this error message will clear.

If the problem persists, it is worth trying a different device.

 

 

 

 

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