Season Ticket Renewals 2021/22 - FAQs

 

 

Digital Ticketing and ID Validation

 

Season Ticket Renewals

 

 

Seat Relocations

 

Season Ticket Renewals

 

When are Season Ticket renewals?

As restrictions begin to lift and we look ahead to a brighter future beyond the COVID-19 pandemic, the Club is pleased to confirm that Season Ticket renewals are now open. 

All Season Ticket Holders, including those that deferred for the 2020/21 season on COVID-19 related medical grounds and supporters on our Access Scheme, can now renew and should have received an email containing instructions on how to do so.

The deadline for renewals is 5pm on Thursday 3 June, ensuring the payment window spans two pay dates for the majority of supporters.  

  

 

How much will my Season Ticket cost?

Season Ticket prices are frozen for 2021/22. The 20% renewal fee paid by supporters for the 2020/21 season will be carried over and automatically deducted from the full 2021/22 renewal amount. 

Outstanding credits held in supporters’ online accounts – including money credited from the end of the 2019/20 season – can also be used towards your Season Ticket renewal. Fans wishing to spread the cost of payment over a 10-month period are able to do so via V12 Retail Finance.

Once renewals open, Season Ticket Holders will be emailed with instructions about how to renew online. This email will confirm your Season Ticket price, the amount of credit in your account, and the balance due in this renewals period.

 

 

What will happen to the 20% payment I made last season?

The 20% renewal fee paid by supporters for the 2020/21 season will be carried over and automatically deducted from the 2021/22 renewal amount.

 

 

Can I use my account credit towards my renewal?

Yes. Outstanding credits held in supporters’ online accounts – including money credited from the end of the 2019/20 season – can also be used towards your Season Ticket renewal.

If you recently took part in our Season Ticket Amnesty and you now have a query about your account credit, please feel free to contact us.

 

 

Is there an option to pay via finance?

Season Ticket holders renewing for the 2021-22 season will be able to sign up to a monthly finance plan. (Subject to status.)

If you wish to pay via V12 Retail Finance*, your loan will be subject to an arrangement fee (admin fee) of 3.75%.

REPRESENTATIVE EXAMPLE: One adult Season Ticket purchased at a cash price and amount of credit of £1025.25 would be repaid by 1 monthly payment of £140.98 (which includes arrangement fee of 3.75% equal to £38.45), followed by 9 monthly payments of £102.53. The rate of interest is 0% per annum; the total amount payable is £1,063.70 and the total charge for credit is £38.45. Representative 8.64% APR. Subject to status.

*Application fee is only payable should you be accepted for finance.

 

 

 

What if some games next season are played at a reduced capacity or behind closed doors?

Should we not be permitted to open at full capacity for a specific Premier League fixture, then we shall offer a pro-rata refund to anyone affected based on 1/19th of the total value of their Season Ticket. All refunds would be available on a monthly basis.

Supporters electing to pay for their tickets via finance with V12 would still receive a 1/19th refund per game in this event. This is providing that they continue to make their monthly scheduled payments to V12.

 

 

What if I am unable to return to the Stadium in 2021/22?

Season Ticket Holders who are unable to return to the Stadium next season are advised to contact us directly.

 

  

Do I need to renew my Season Ticket if I previously deferred it?

All Season Ticket Holders are being invited to renew their Season Ticket for the 2021/22 season – this includes supporters who chose to defer their Season Ticket for the 2020/21 campaign.

Season Ticket Holders who are unable to return to the Stadium next season are advised to contact us directly.

 

 

What if I do not want to renew my Season Ticket?

The deadline for Season Ticket renewals is 5pm on Thursday 3 June, ensuring that the payment window spans two pay dates for the majority of supporters.

Supporters who do not intend to renew their Season Ticket should simply not make their renewal payment and allow this deadline to pass and at this stage we will make contact with you.

Once the deadline has passed, supporters on our Season Ticket waiting list will be contacted and offered the chance to purchase from available seats for 2021/22.

 

 

How do I renew my Season Ticket?

All Season Ticket Holders, including those that deferred for the 2020/21 season on COVID-19 related medical grounds and supporters on our Access Scheme, can now renew and should have received an email containing instructions on how to do so.

Supporters wishing to renew should log into their eticketing accounts, where they should see a notification inviting them to renew their Season Ticket. They will also be able to select or unselect the Season Ticket of any Season Ticket Holder in their network for whom they have management rights.

Once a Season Ticket has been added to a supporter's basket, they should proceed to the next page where they will be invited to pay via debit/credit card, or alternatively apply for V12 Retail Finance. Any credit held in a supporter's account will automatically be deducted from the price they are asked to pay.

The deadline for renewals is 5pm on Thursday 3 June, ensuring the payment window spans two pay dates for the majority of supporters.  

  

 

Can I renew someone else’s Season Ticket?

If you have management rights over another Season Ticket Holder’s account, you will have the option to renew their Season Ticket on their behalf from within your online account.

To check whether you have management rights, visit the ‘Network’ section of your online account where you will see a list of everyone currently in your network. Clicking on an individual supporter’s name will show whether you can assign tickets to them or can manage tickets on their behalf. 

Please note that if you only have the ability to assign tickets you will be unable to renew their Season Ticket – you must have management rights to do this.

Should you have any queries about your network, please refer to our ‘My Network’ guide.

 

 

Will I qualify for concessionary pricing for my Season Ticket?

Supporters who will be 65 or over as of 16 August 2021 will be eligible to pay the concessionary rate for their Season Ticket, provided they sit in an eligible block.

The exact amount you will be due to pay in this renewals cycle will be confirmed to you by email once renewals have opened.

 

 

ID VALIDATION 

 

Will I need to validate my ID when renewing my Season Ticket?

As previously announced, and as successfully implemented for our reduced-capacity home matches last December, our general admission ticketing process is now fully digital. 

Season Ticket cards previously in circulation will no longer work and entry to the stadium can now only be gained via the mobile device to which your match ticket is delivered. To support this, and to ensure supporter safety and security, we have been asking all adult Season Ticket Holders to complete our online validation process.

Any adult Season Ticket holder that is yet to complete this process, included those that deferred on COVID-19 medical grounds for 2020/21, must do so before the renewal deadline for their Season Ticket to be activated for next season. 

This also includes all Season Ticket Holders that have turned 18 since the ID validation process began last summer – these supporters will be contacted directly with clear steps on how to complete the process.

Further information for Season Ticket Holders currently under the age of 18 will be provided in due course.

Season Ticket Holders who have completed the process will not be required to do so again.

Personal data for ID validation will be used for the sole purpose of validating the name on the Season Ticket account and held by the Club for no more than 31 days at which point it will be automatically purged. For more information, please visit our Privacy Policy.

 

 

Will Juniors need to validate their ID?

All Season Ticket Holders that have turned 18 since the ID validation process began last summer must validate their ID before the renewal deadline. They will be contacted directly with clear steps on how to complete the process.

Further information for Season Ticket Holders currently under the age of 18 will be provided in due course.

 

 

How can I check if I have already validated my ID?

If you would like to check if you have already validated your ID, please log into your eticketing account.

Once logged in, click ‘My Account’ in the top right corner and then select ‘Identity Verification’ under the ‘Account Management’ section.

If you have already validated your ID, you will see a message confirming this. If you have not validated your ID, you will be able to do so from this page.

If you require any assistance with the ID validation process, please refer to our FAQ pages.

 

 

What should I do if my Season Ticket is held in another person’s name?

We are aware that Season Tickets are often held in the names of previous purchasers or one family member. We shall therefore continue to offer a one-time amnesty period until the end of the renewal period to ensure every Season Ticket is registered in the name of the individual using it.

Supporters needing to register the correct name on their Season Ticket account should follow the ID validation process first and submit the required ID for the individual who will be using the Season Ticket on matchdays.

No further requests for changes of ownership will be accepted beyond the renewal period.

 

 

I require assistance validating my ID

If you require any assistance with the ID validation, we would encourage you to refer to our extensive FAQs which should cover most common queries.

If you are unable to locate the answer to your query, please contact us using the contact form on that page.

 

 

What will happen if I don’t validate my ID?

All adult Season Ticket Holders must ensure that their ID has been validated prior to the renewal deadline. Successfully validating your ID against your Season Ticket will activate your ticket for the next season.

Any adult Season Ticket Holder who does not validate their ID will be unable to use their Season Ticket until their ID has been validated.

 

 

How will my data be used and stored?

All personal data will be held in strict accordance with our GDPR regulations. 

As per our privacy policy, in order to understand exactly who is in attendance at the Stadium on matchdays, we are asking Season Ticket Holders over the age of 18 to verify their identity by providing the Club with a copy of a valid passport or UK driving licence.

The lawful basis the Club has applied for collecting this data under data protection law is GDPR Article 6(1) – legal obligation; we have a common law duty of care to protect the welfare and wellbeing of individuals who attend matches in the Stadium.

Successful ID validation will ensure that the details we hold on account match those of the named Season Ticket Holder.

Your personal data will be retained only for the purposes stated in the ID validation section of our privacy notice and will be held by the Club for no more than 31 days at which point it will be automatically purged.

 

 

What if I do not own a smartphone?

If you do not own a smartphone or other suitable device with which to use your digital ticket on a matchday, then we would kindly ask you to contact us within 7 days of the fixture you are due to attend, and no later than 48 hours beforehand. 

At that time we will be able to provide you with guidance about an alternative option. 

 

 

SEAT RELOCATIONS

 

Can I apply to change my Season Ticket seat?

Throughout this period without fans attending matches, the Club has been working to accommodate as many seat relocation requests from our Season Ticket Holders as possible, with priority given to those with medical requirements.

We have retained the relocation requests we have been unable to assist with this season and will revisit them during the renewal cycle. If we are able to offer relocations, we shall contact supporters in order depending on the date of their original submission, starting with the earliest.

Supporters are politely asked not to contact us to re-request their relocation during this time and are reminded that they must renew their existing seat. We shall not be accepting any new seat relocation requests at this time.

If you are based in an area of the South Stand which was recently future-proofed for safe standing, you will have been emailed about this. Should you wish to discuss your seating arrangements with us in light of these changes, please refer to the instructions provided in the email you were sent.

 

 

What if I previously submitted a request but no longer wish to move my seat?

If you submitted a request last year which was not processed but now no longer wish to move, there is no further action you need to take. No seat move will have been actioned for you without your express permission.

 

 

What should I do if my medical circumstances have changed?

If your medical circumstances have changed since the last renewals period and you now wish to discuss the suitability of your seat with us, we would politely ask you to contact us at the earliest opportunity. We may require supporting medical documents when discussing this with you.

Please note: you will still need to ensure that your Season Ticket is renewed before the deadline to ensure you do not lose it.

 

 

 

If you have any queries relating to your Season Ticket renewal, please contact us using this form.

 

 

 

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