Troubleshooting and support

Can't Log In | Can't Buy Ticket | Error Messages | Account Blocked | Just One Moment

If you are experiencing problems logging in or purchasing a ticket, most problems can be resolved instantly by following the instructions below.

Most errors are caused by trying to log in/ reset your password using an old link please try logging in using the link on the top right-hand corner of the website:


Please see here for answers relating to Printing ticketsCashback, Forgotten CRN or Password resets

Can't Log In

In order to optimise your online experience, we recommend that your device has all the latest and relevant software updates, including programmes such as Java and Flash. We also recommend that you are using the latest version of your web browser.

 Step 1: Following steps instantly resolves 99% of issues:

Step 2: If the above did not work, we'll need the IT team to investigate further, they'll require the following information:

  • Which devices have you tried using  
  • Browser type and version for each

Once you have this information, please contact us and we'll get our team to investigate. Please note this can take up to 5 working days: Contact us about a Log in problem.

Can't Buy Tickets

If you're trying to purchase a ticket for someone else:

  • If you can't assign the ticket, ask them to check and update their My Network settings
  • Check everyone in your booking is eligible to purchase at that time (ie during One Hotspur+ priority sales window, is everyone a One Hotspur+ member)


Why do I need to sign into different areas?

Like many other global websites, security is key in using websites, especially where transactions and purchases are being made.

We are asking you to confirm your details by logging in again to reconfirm your account and ensure all parts of are accessible to you as a registered supporter.

We also recommend that once you have finished your session that you log out of your account rather than just closing your browser. This is especially recommended if you are using a shared or public computer. Read more about our privacy policy here.

Error Messages

It is a rare occurrence, but you may receive an advisory message when applying for a match ticket online.

The guide below will help you to identify the problem.

 "Login could not be found"

If you have registered in the past you'll have been issued a Client Reference Number (CRN), which can be found on emails sent from the club, it'll also be printed on your Stadium Access Card. Please double check you are entering the correct CRN.


"Client reference number invalid"

Please refer to your stadium access card or any official correspondence relating to your membership to ensure that your client reference number is correct.

This message may appear if you are using the copy and paste function when entering your client reference number into the field. Any blank spaces that are being copied with this function are counted and will result in this error message being displayed. Please enter your client reference number manually to proceed.

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

This message will appear if tickets are not currently available to the category of membership that you hold. For full details on our members ticket application periods please click here.

"We have found multiple references matching your criteria. Please contact the box office directly"

It is likely that you have already registered with the Club at some stage. Please search your inbox for a "CRN" / "Client Reference number", alternatively you can log in with your email address and date of birth. For more information, please see Can't find my CRN.

"You have exceeded your quota of tickets"

Home matches: A ticket for this match has already been purchased against your membership or using one of the memberships within your online network.

Away matches: An away match application has already been made for this fixture using one of the memberships within your online network. Please check with your fellow members to ensure that they have not already submitted an application.

If you are not aware of any ticket purchase or application made against your membership you can get in touch with us.

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

This error message will only appear when all seats are locked online by other users. Seats on the interactive seating map will still be displayed in “green” as the tickets are yet to be purchased, with other users currently in the process of buying them. If a fellow users session expires, or they do not wish to continue with their booking, the seats will be released and become available again for other supporters to select.

Helpful note: The ticketing system is a 'live system' and tickets can become available again at any time. However, all tickets are subject to availability and we cannot guarantee all applicants will be successful.


"Just one moment"

This message appears when the system detects unusual activity which may suggest it is an automated system / BOT attempting to book tickets.

Please close all open tabs/ multiple browsers and refrain from refreshing the page while you are in a queue. Once the system recognises that it is an individual not a computer this error page will clear.

If the problem persists, please try a different device.  

Webmaster / Website Issue 

If you spot a broken link, please get in touch. 

Most errors are resolved by clearing your cache and or upgrading to the latest browser version if the problem persists please get in touch.

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