Digital Ticketing FAQs (2021/22 Season)

Please note that all Digital Season Ticket Passes have now been sent to all Season Ticket Holders – the email address you would have received this from will be noreply@ticketmaster.co.uk - please monitor your inbox and check all your junk folders to ensure you have received this. 

Digital One Hotspur Member will be sent out weekly.

We kindly ask that you only contact us if you have not received your pass within 48 hours of any fixture. 

 

We are utilising our stadium’s technological capabilities to introduce a contactless digital ticketing operation.

In addition to making the matchday entry process as smooth as possible, the new system has been designed to help protect supporters’ health, safety and security by allowing us to reduce physical contact during the stadium entry process and understand who is inside the stadium on matchdays.

Please refer to our FAQs below for help and guidance on how our digital ticketing process will work for the Premier League 2021/22 season.

 

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How will I receive my ticket for all Premier League fixtures?

Ticket Share:

Tickets will be issued to all supporters as digital tickets including those who have already requested a Photo ID Stadium Entry Card. Therefore, 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.

 

Ticket Exchange:

Tickets 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.

 

Season Ticket Holders:

Digital Season Passes are only sent out once to supporters and once downloaded onto their own mobile device, they will automatically update with the details of the next fixture. If this does not happen, then there is no need to be concerned, as long as you have not used Ticket Exchange or Ticket Share, then your pass will still gain you entry into the stadium on matchday.  

 

One Hotspur Members who purchased during a members sale (when you can purchase 1 ticket per member):

Digital Member Passes have been sent to all Supporters and will be sent on a weekly basis. Once downloaded onto their own mobile device, the digital pass will automatically update with the details of the next fixture. If this does not happen, then there is no need to be concerned, as long as you have not used Ticket Exchange or Ticket Share, then your pass will still gain you entry into the stadium on matchday.  

One Hotspur Members who purchased during a Guest Sale (when you can purchase multiple tickets):

Digital Passes will not be available for supporters for these fixtures and all tickets purchased, including those for One Hotspur Members will be issued as Print at Home Tickets. Each ticket will be sent to the lead booker, who must either print the ticket or forward them on to their guests so they may print them out ahead of arriving at the Stadium.

Tickets 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?

All tickets purchased for these matches will be sent as digital tickets and sent from noreply@ticketmaster.co.uk – please monitor your inbox and check all junk, spam, and deleted items folder.

If you have already informed us that you do not have a compatible mobile device, we will issue you with a Print at Home Ticket. However, if you have not yet done so, and do not have a compatible mobile device to which to download your digital ticket to, then please contact us to request an alternative ticket.

 

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 mobile device, 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.

 

 

How can Season Ticket Holders use Ticket Share?

If you are a Season Ticket Holder, you will be able to gift your ticket for any game included in your Season Ticket to another supporter via Ticket Share.

When the Ticket Share platform is open, you should see a ‘Manage Tickets’ option when you log into your e-ticketing account. If this option is not immediately showing, it may be that Ticket Share is not yet live, in which case we would encourage you to check back later.

Once you have selected your seat for the fixture in question, you will have the option to choose which supporter within your network you would like to gift the ticket to. Please see My Network for guidance on how to add a supporter to your account. If the person you are forwarding to does not already have an account, they can create one for free, after which you’ll be able to add them to your network.

You will receive a confirmation when your ticket has been forwarded to that supporter. Please note that they must accept the ticket from within their e-ticketing account in order to use it. (Failure to accept the ticket will mean it will stay assigned to you for the game.) Once your ticket has been accepted, your ticket will be removed from your digital pass and a link to download a digital ticket will be sent to the recipient. They must then download the ticket to their mobile device.

 

 

How can Members and Non-Members use Ticket Share?

If you are a Member or Non-Member, you will be able to use Ticket Share for any ticket you have purchased no later than 48 hours before the game in question.

When the Ticket Share platform is open for you, you should see a ‘Manage Tickets’ option when you log into your e-ticketing account. If this option is not immediately showing, it may be that Ticket Share is not yet live, in which case we would encourage you to check back later.

Once you have selected your ticket for the fixture, you will have the option to choose which supporter within your network you would like to gift the ticket to. Please see My Network for guidance on how to add a supporter to your account. If the person you are forwarding to does not already have an account, they can create one for free, after which you’ll be able to add them to your network.

You will receive a confirmation when your ticket has been forwarded to that supporter. Please note that they must accept the ticket from within their e-ticketing account in order to use it. (Failure to accept the ticket will mean it will stay assigned to you for the game.) Once your ticket has been accepted, your ticket will be removed from your digital pass and a link to download a digital ticket will be sent to the recipient. They must then download the ticket to their mobile device.

 

 

Can tickets be shared with Non-Members?

It is possible to gift a ticket to supporters who are not Members via Ticket Share. It is not necessary for them to purchase a One Hotspur Membership, but they must have an account which they can create for free via our e-ticketing site.

Supporters who have an account will have their own unique CRN. You can use this CRN to add them to your network, after which you will be able to gift tickets to them via Ticket Share.

 

 

How can I access a ticket that has been forwarded to me on Ticket Share?

If you have been gifted a ticket via Ticket Share, you should receive an email notifying you of this.

In order to use your ticket, you must accept it. Failure to accept the ticket will mean that it will stay assigned to the original ticket owner.

To accept your ticket, please log into your e-ticketing account. After clicking the icon of a person in the top right corner, please click ‘View Account Menu’ then ‘Forwarded Tickets’ and you should see the ticket that has been gifted to you. Please select the ticket and follow the steps to accept it.

Once your ticket has been accepted, you will receive an email containing a link to download your digital ticket, which you must download to your mobile device.

Please note that, even if you are a Member who has been issued a digital pass, all tickets sent via Ticket Share will be issued as a digital ticket which must be downloaded.

 

 

How does digital ticketing work?

All Season Ticket Holders have now been sent their digital pass via email to their registered email address. 
One Hotspur Members have now been sent their digital pass via email to their registered email address, and we will continue to send these out weekly. They will receive their Digital Pass no later than 48 hours of the first purchased fixture they intend to attend. 

Passes will be sent from noreply@ticketmaster.co.uk – please monitor your inbox and check all junk, spam, and deleted items folder.

Only one pass should be downloaded to a single mobile device. Once downloaded to the device, the pass will automatically update within 7 days of each match the supporter is due to attend. 

Non-members - please see "How will I receive my tickets for all Premier League Fixtures"

Digital tickets will also be issued to any supporter who has been forwarded a ticket via Ticket Share. The supporter is required to download their ticket to their mobile device.

With your ticket safely secured in your digital wallet, you will not need to worry about printing anything off before you leave home. Just make sure your phone has sufficient battery life before setting off!

 

 

How does my digital season pass work?

Season Ticket Holders:

Digital Season Passes are only sent out to supporters once and if downloaded onto the mobile device, will automatically update with the match details of the next fixture. If this does not happen, then there is no need to be concerned, as long as you have not used Ticket Exchange or Ticket Share, then your pass will still gain you entry into the stadium on matchday. However, if you wish to update the match details on the pass manually, then please see the below tips to do so:

Apple Device – Navigate to your pass in your Apple Wallet and click on the three dots either on the top or bottom corner of the ticket. Then swipe down on your screen to refresh the ticket.

Android Device – We recommend you power your device off and then on again, however, if this does not update the information for the next match, please do not worry, it simply means the match information has not updated on the front of the pass, however you will still be able to gain entry to the Stadium.

 

What if my digital pass has not updated with the upcoming fixture?

Android users - We have noticed a small number of Android devices which appear to not be updating before each fixture. We are investigating why, however, if the below does not help fix the update then please do not worry.

Season Ticket Holders - Your Pass is unique to you and your seat. Provided you have not sold your Ticket on Ticket Exchange or gifted it via Ticket Share, and you have an active ACN number when you click on 'show details' then this pass will work on the turnstiles to the next game.

One Hotspur Members - Please see below as it could mean a few things:

  1. You purchased your ticket during a Guest Sale or during a General on sale window. In which case, you will be sent a print at home ticket for you and your guests. They will be sent from noreply@ticketmaster.co.uk. Please print these ahead of arriving at the stadium.
  2. Your ticket was gifted to you via Ticket Share - If this is the case, then your pass will not be loaded with the ticket for this fixture and instead you will be sent a separate digital ticket to download to your device. Search your mailbox for an email from noreply@ticketmaster.co.uk.
  3. Your ticket is for a non-Premier League fixture, in which case, you will be sent a separate download link for this fixture.
  4. Your device has not updated your ticket - However, don’t worry. As long as you have not used Ticket Exchange or Ticket Share, then your pass will still gain you entry into the stadium on matchday using the contactless function and the QR code. However, if you wish to update the match details on the pass manually, then please see the below tips on how to do so:

Apple device – Navigate to your pass in your Apple Wallet and click on the three dots either on the top or bottom corner of the ticket, then swipe down on your screen to refresh the ticket.

 

Android device – We recommend you power your device off and on again - if this does not update the information for the next match, please do not worry, you will still be able to gain entry to the Stadium.

 

Please ensure your pass is downloaded to your device before setting off to avoid any download issues at the stadium. You only need to do this once.

 

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:

  • Ensure you are clicking on the relevant link for your device - those with iPhone devices should use 'Apple Wallet' and Android users should click 'G Pay'.
  • If you are an Android user, please ensure you have G Pay already added to your device.
  • Also, with Android, navigate to your phone settings and ensure your default browser is set to Google Chrome.
    To set your default browser to Google Chrome, please follow these steps:

    1. Go to settings
    2. Click on Apps
    3. Click on Chrome
    4. Click on Browser App
    5. Tick Chrome

  • Samsung users may also need to set Google Pay to default. 
     
    To do this, please follow these steps: 
      
    1. Go to settings 
    2. Click on Apps  
    3. Click on Google Pay 
    4. Click on Set as default 
    5. Click Open supported links 
    6. Click In this app 

 

  • Ensure your phone is receiving Mobile Data for your digital pass or ticket to update correctly.
  • Check your pass or ticket has not already downloaded - please click on Apple Wallet or G Pay to view your pass.
  • Check your settings and, if using an iPhone, check you have “Block cookies” and “Block Pop-ups” turned off (i.e. the toggle is no longer green) and it is set to Download to iPhone and not iCloud - this will be in Safari settings.
  • 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
  • If you have downloaded your digital season pass and it appears blank or states “expired”, you can refresh the pass by either clicking on the 3 dots (on iPhone) or “show code” on Android and swiping down to refresh, or close G Pay altogether and reload it to update the pass.
  • You may also need to switch your phone off and on again to pick up any updates

 

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

A digital pass will be sent to One Hotspur Members and Season Ticket Holders prior to the start of the season. Once downloaded, the pass will be updated automatically within 7 days of each match the supporter is due to attend.

A digital ticket will be sent for Ticket Share, purchases made on Ticket Exchange and non-Premier league fixtures. See above. This ticket will only be valid for that game and must be downloaded to the individual device.

 

 

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

 

 

 

How do I download and access my digital ticket? (Pre-season fixtures or Non-Members)

 

 

 

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. 

 

When will I be sent my digital pass/ticket?

Season Ticket Holders and One Hotspur Members have all been sent their digital passes, and One Hotspur Member passes will be sent weekly and no later than 48 hours before a fixture they intend to attend.  Once downloaded, the pass will automatically update within 7 days of each match they are due to attend.

Non-members, please see above.

 

 

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

Guest tickets will be sent to the lead booker's email address directly. These may be print at home tickets.

It is the lead booker's responsibility to print or forward the tickets to their guests via email so they may  print these out themselves.

Please note that 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. 

One Hotspur Members will also receive a print at home ticket, if they have purchased during a Guest Sale window.

Tickets will be sent 48-78 hours before the fixture date.

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.

 

 

 

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, and if they have been purchased during a member on sale window.

 

 

What do I do at the turnstiles?

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  • 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.

 

 

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.

 

 

 

 

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