Digital Ticketing (One Hotspur Members)

This is our digital ticketing guidance for One Hotspur Members. If you are a not a One Hotspur Member, please see our guidance for Season Ticket Holders or non-Members.

 

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 but did not renew it, please delete any old digital passes that you were sent historically.

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 do One Hotspur Members receive their match tickets?

Please select the type of fixture you are enquiring about:

Purchased Ticket(s)

All One Hotspur Members are issued with a Digital Membership Pass - this should be downloaded onto your mobile device and not deleted.

Your own ticket will be loaded automatically onto your Digital Pass (or Photo ID Stadium Access Card), 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 onto your pass and will still work at the turnstiles, so long as the ticket was bought during this sales window.

If you have purchased additional tickets under your CRN during any Guest Sale, those tickets will be issued separately as digital tickets from noreply@ticketmaster.co.uk.

 

Ticket gifted via Ticket Share

If your ticket was shared with you via Ticket Share, it will not be loaded onto your pass and will be issued as an individual digital ticket, which must be downloaded separately. This ticket, not your Digital Pass, should be scanned at the turnstiles.

 

 

How to download and access your Digital Pass/Ticket

One Hotspur Members should follow these guides for information on how to download and access your Digital Pass:

 

One Hotspur Members without mobile devices

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 do I find my pass after I've downloaded it?

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 sales window did I purchase my ticket in?

Please click here to see a list of our on-sale window dates. You can see when your tickets were purchased in either your booking confirmation email or from within the Account Purchase History section of your e-ticketing account.

 

 

TROUBLESHOOTING

 

I have deleted my pass / I can't find 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 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.

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.

 

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 was gifted via Ticket Share or purchased during a Guest/General Sale. These tickets are all issued as individual digital tickets and sent separately.

 

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

  • Tap 'Apple Wallet' rather than 'Google Wallet' 
  • Check your pass or ticket has not already downloaded 
  • Ensure mobile data is switched on
  • In Safari settings, ensure “Block cookies” and “Block Pop-ups” are turned off.
  • Downloads should be set to 'On My iPhone' rather than 'iCloud Drive'.
  • Only open the email in your phone’s native mail app. 
  • Turn your phone off and on
  • 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

 

Android Users

  • Tap 'Google Wallet' rather than 'Google Wallet'
  • Check Google Wallet is downloaded to your device
  • Check your pass or ticket has not already downloaded
  • Set your default browser to Google Chrome 
  • Samsung users may need to set Google Wallet to default
  • Ensure mobile data is switched on
  • Check your settings and ensure you have no pop-up blockers enabled.
  • Only open the email in your phone’s native mail app. 
  • Turn your phone off and on
  • 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 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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