Digital Ticketing FAQs

Digital Ticketing GuideDigital Ticketing FAQsTroubleshooting

 

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Digital Ticketing Guide

 

Overview for Season Ticket Holders

Digital Season Passes are sent out once to Season Ticket Holders. The pass should be downloaded to your mobile device and not deleted.

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.

 

 

Overview for One Hotspur Members

Digital Passes are sent out once to One Hotspur Members. The pass should be downloaded to your mobile device and not deleted.

If you purchase a ticket during any One Hotspur Member priority window, the ticket will be activated onto your Digital Pass, which should update automatically.

Even if you cannot see the details of the next 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.

If you purchase a ticket during any Guest or General Sale window, please see the next section.

 

Overview for Ticket Share receivers

Ticket Share tickets must be accepted by the recipient in order to be valid for use on matchday. They can be accepted from within the recipient's e-ticketing account.

Once a ticket has been accepted, it will be issued as a digital ticket. This must be downloaded to your mobile device in order for it to be valid for use.

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

 

 

Overview for Guest/General Sale bookings

A Guest Sale is a sales window in which Season Ticket Holders and One Hotspur Members can purchase additional guest tickets.

A General Sale window is a sales window in which tickets can be purchased by non-Members.

Any tickets purchased during a Guest Sale or General Sale window will be issued as Print at Home tickets to the lead booker. They will not be issued as digital tickets or loaded onto any pass you may have been issued. It is the lead booker’s responsibility to print or forward the tickets to their guest 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. 

 

Overview for Premium Executive Members

Please click here for the Premium Executive Members' guide to digital ticketing and how to access all tickets for themselves and guests.

 

How to download and access your Digital Pass/Ticket

If you are a Season Ticket Holder or One Hotspur Member, please follow these guides for information on how to download and access your Digital Pass:

If you are a Non-Member, or have received a ticket via Ticket Share, please follow these guides for information on how to access your Digital Ticket:

 

Important information for fans without a smartphone

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.

 

 

 

 

Digital Ticketing FAQs

 

I have renewed my Season Ticket/One Hotspur Membership - will I receive a new Digital Pass?

Please do not delete your current digital pass or throw away your card. It will remain valid for the 2022/23 season. Please click here if you have deleted your pass.

Only supporters who have made changes to their Season Ticket or One Hotspur Membership (eg. relocated, upgraded from One Hotspur to One Hotspur +) will be sent a new pass. In those cases, the original pass can be deleted as a new pass will be issued and will need to be downloaded.

 

I have purchased a new One Hotspur Membership - how will I receive my pass?

If you have purchased a new membership for the 2022/23 season, you will be sent a pass 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 on matchday to avoid any issues at the Stadium.

If you previously held a membership, please delete any old digital passes that you were sent.

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.

 

How does Digital Ticketing work using Ticket Share?

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

All tickets which have been accepted via Ticket Share will be sent as individual 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.  

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 does Digital Ticketing work using 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. Tickets will not be loaded onto and digital pass in this instance.

 

How do I find my pass 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 Wallet 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:  Where possible, phones must run the latest version of Android. Google Wallet 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.

 

What do I do at the turnstiles?

Before arriving at the Stadium, ensure that your Digital Pass or Digital Tcket 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 at the turnstiles.

On approach to your entrance, locate your ticket held within your Apple Wallet or G Wallet 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 at the turnstiles – 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.

 

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Troubleshooting

 

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 and will update within 7 days of each fixture - 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
  • Turn off "Automatic Updates", wait a moment, then turn it back on 
  • Alternatively, hold the icon and swipe down.
  • Wait 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 and the follow the above steps to manually update it.

 

Android Users

  • First check you are using the most up to date version of the Google Wallet app (previously GPay)
  • 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 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 locate or re-download your pass, please contact us via this form as soon as possible.

 

My block/row/seat details aren't showing (Android)

If you are using an Android phone and your block/row/seat details have not updated, this isn't anything to worry about. Your match ticket will still be loaded onto your digital pass as usual*. We would encourage you to simply make a note of your seat details prior to travelling to the Stadium or, alternatively, having your confirmation email to hand so that you can check your seat details.

*unless your ticket has been accepted via Ticket Share or purchased during a Guest/General Sale. Ticket Share tickets are issued as individual digital tickets and sent separately, whilst tickets purchased during Guest/General sales are issued as Print at Homes.

 

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.

You can attempt to move your pass into your phone wallet by following the below steps: 

iPhone

  1. Open your Apple Wallet app
  2. Tap on "View Expired Passes"  (you might need to scroll down if you have lots of passes in your wallet)
  3. Select the relevant pass, and then select 'Unhide'
  4. Now go back to the main Apple Wallet screen
  5. 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), and you have the correct ACN when you click on the 3 dots or 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.

Your ACN will be confirmed to you via email in the days leading up to the game. 

 

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 Wallet to default (Settings > Apps > Google Wallet > 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.

 

 

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