Wiki Ticketing System Issues

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Banana

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This wiki post is the list of issues with the Ticketing System so that we can keep it all in one place

  1. "Sold Out" doesn't mean sold out. After purchasing your own allocation of tickets for a match, the system reports the match as "Sold Out" to you whereas, in fact, tickets are still available to others and the fixture may yet go on General Sale. Suggested Fix: Change the "Sold Out" text to "Tickets Purchased"
  2. Piecemeal release of "Cup" tickets. When tickets are allocated to STHers, the tickets are released over several hours. The means that when buying for friends and family the allocation of tickets to them all may not be complete. This leads to confusion and concern that people have not been allocated a ticket for the fixture, whereas the process is still running and has not yet reached "Mr Zebedee"
  3. Pre-Season Friendlies are sold as "Cup Tickets". All non-league matches are assumed to be "Cup Ties" and therefore any non-league match (including pre-season friendlies) are labelled as Cup tickets
  4. The F&F customer journey. F&F tickets should be presented at every occasion that you can buy your own ticket. Currently the customer has to hunt around clicking on various links to eventually find them under "Reserved Tickets".
  5. Cannot buy tickets with amount in credit. If you have credit, you cannot use it to buy tickets! Add "Credit" as a method of payment. Incorrect, you can purchase with credit.
  6. Why can't I click on the big image to proceed? Instead I have to scroll down further for another tiny image to click on..1626901244331.png
  7. For some games (e.g. pre-season friendlies) - and perhaps all non-league games - STHers should be guaranteed a seat, but should be able to select any non-reserved seat it the stadium. There is no need to restrict them to the seat that they sit in for the League games.
  8. Am I logged in or not. The system behaves as if you are logged in when you are, in fact, logged out. The consequence of this is that one is not offered the tickets that one is entitled to.
  9. TAP points transparency. There is no mechanism to validate TAPs points are correct.
  10. When buying a ticket under General Sale should be able to select / type a non F&F name (non-member) - or select guest. Not even sure how that would work for someone creating a new account that is not a member. You cannot add a non-member as a F&F so really not sure how this works / is supposed to work.
  11. Can't open Ticket Exchange in timely manner (Arsenal sold out on Monday 2/8 yet Ticket Exchange not opening until "by end of week". Why can't it be opened on same day as match is sold out?


Feel free to add more, and the admins/mods will update this list into a comprehensive list of issues. Hopefully the Fans Groups can engage the club on fixing the more pressing issues.
 
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Untouchable

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Lots of people reporting issues adding F and F tickets.
 

badgerbee

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Not sure if this is just me, but:
For West Ham game I can see/purchase tickets for my F&F who are ST holders, but not my son who's a Member and definitely on my F&F list.
When I go into his account, I can buy a ticket for the West Ham game.
Not sure if I'm missing something, but if he's eligible for a ticket, and on my F&F list, why can't I buy him a ticket from my account?
 
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Banana

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Lots of people reporting issues adding F and F tickets.
Yes, however, apart from the customer journey being sh*t, I am not sure if there is a specific issue that does not have issue #2 as its root cause.
 
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Banana

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Not sure if this is just me, but:
For West Ham game I can see/purchase tickets for my F&F who are ST holders, but not my son who's a Member and definitely on my F&F list.
When I go into his account, I can buy a ticket for the West Ham game.
Not sure if I'm missing something, but if he's eligible for a ticket, and on my F&F list, why can't I buy him a ticket from my account?
WHU are NOT on sale to members at the moment. Correct?
 

badgerbee

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WHU are NOT on sale to members at the moment. Correct?
No incorrect, from what I'm seeing.
I can purchase a ticket directly through his (Member) account, but not as an F&F through my account....
I've bought a Valencia ticket directly from his account too....
 
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Banana

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No incorrect, from what I'm seeing.
I can purchase a ticket directly through his (Member) account, but not as an F&F through my account....
I've bought a Valencia ticket directly from his account too....
Yes, my error, I am advised that Adult Members can buy.

So this would appear to be a defect, but not sure what circumstances would give rise to it. Obviously people have been able to buy tickets for members that are F&F previously.
 

thomasBee

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Re: “5. Cannot buy tickets with amount in credit. If you have credit, you cannot use it to buy tickets! Add "Credit" as a method of payment.”

I was able to purchase a West Ham ticket with credit the other day

735C0856-C85B-4BC4-B584-A6D68677EE4A.jpeg
 
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Banana

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Re: “5. Cannot buy tickets with amount in credit. If you have credit, you cannot use it to buy tickets! Add "Credit" as a method of payment.”

I was able to purchase a West Ham ticket with credit the other day

View attachment 26459

Thanks. I have £60 of credit and didn't see this option for WHU. And I specifically looked out for it.

Will double double check next time
 

Judio1999

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The ticketing site was not fit for purpose for a small Chanpionship Game

First PL match
Arsenal at home

Its going to struggle
 

olliebfc

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For non league games- A season ticket holder should be able to buy a ticket in any of the on sale seats in the ground for non league games once their window is open, not be restricted to their ‘reserved’ one only. Therefore they could sit with members etc. and enjoy the game together. All you’re doing is swapping one seat for another, not harming anyone’s ability to purchase. It’s a 1:1.
 
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For non league games- A season ticket holder should be able to buy a ticket in any of the on sale seats in the ground for non league games once their window is open, not be restricted to their ‘reserved’ one only. Therefore they could sit with members etc. and enjoy the game together. All you’re doing is swapping one seat for another, not harming anyone’s ability to purchase. It’s a 1:1.
I agree.
 
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Banana

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This has to be the worst system in football.

All those issues mentioned above, I’ve come across. Something that should be so simple is so damn complicated.
It is the worst system in football.

Look at Secutix's customers. It's all museums, theatres etc. They have 3 football clubs. Until they have ten times that amount we will have a sh*t system

You don't get a Marketing tweeb to select a ticketing system.
 

Peteseeger

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Thanks. I have £60 of credit and didn't see this option for WHU. And I specifically looked out for it.

Will double double check next time
It is there but very easy to miss. I think the default position should be to use any credit unless you specifically request not to.
 

Peteseeger

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Do we know of better systems in use at other clubs and if so can we not lobby the club to at least explore the possibility of switching to one of these better systems?
 
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It is there but very easy to miss. I think the default position should be to use any credit unless you specifically request not to.
agreed, After all, why wouldn't you use it? "Ah, I think I will save that for next season's cup games!"
 
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Do we know of better systems in use at other clubs and if so can we not lobby the club to at least explore the possibility of switching to one of these better systems?
@Reg stated shortly after he started that they did a review and decided to stick with this one.

I remain unconvinced that that is the correct decision. Even moreso now.
 

horshambees

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I struggled to get me Valencia tickets tonight.
It kept telling me to buy, but with no option to pay
When I hit F&F they all appeared in a box with a total to pay.
How I got there I do not know.
Just crap.
 

Garybaldbee

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When I tried to buy the Valencia and West Ham tickets entering from the main ticket home page I was unable to do so - the match details were greyed out and I received a message that I was 'ineligible for the offer'. But when I followed the direct link in the clubs email there they were in my account just waiting for me to purchase. Bizarre.

It might not be a problem this season but I dread to think how many potential new supporters might have been lost over the last couple of years just because they couldn't navigate the ticketing system.
 

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This has to be the worst system in football.

All those issues mentioned above, I’ve come across. Something that should be so simple is so damn complicated.

I wouldnt limit that statement to just football.

I honestly cant think of a single worse system for anything I've ever purchased tickets for online, from large train companies to small museums, whether on mobile or desktop. Its a slap in the face to fans and especially the poor sods in the ticket office that the club are still using this awful, unfit for purpose system.
 

badgerbee

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Another strange one:
Why does the system assume you'll be purchasing all of the tickets for your eligible F&Fs (by defaulting to 'auto-checking' all of them) under Reserved Tickets? Rather than only ticking your ticket, and leaving the others to be added if required.....
 

mhead bee

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I must admit that for a person (like most others I suspect) who buys around 95% of everything from food, clothes, holidays and tickets on line this and ifollow are the two worst systems I have ever encountered that baffle and frustrate me every time I use either of them. Constantly trying to repeat what I have done before but not quite sure how I did it.

Things that are logical and take seconds in every other area of my life.
 

moribee

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Managed it but my device kept thinking I was long pushing the buttons. Will try desk top.in future with a "mouse"?
 

Judio1999

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And don't forget the E mail after you haver got through the chaos

It tells you very helpfully

Thank you for your order

Nothing as helpful as what match you are going to....
Let alone your block or seat details
 

nocoat

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Can anyone tell me how/where on the site you see if you have any credit please?
 

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Arbitary reduction in TAPS; no explanation as to why; numerous phone calls; visits in person to the TO; written letters, twice; received a phone call to say that 'it would be sorted mid July' but not so far; about to write third letter; will have to involve Jon Varney if this doesn't get it sorted; not a good use of his time but the alternative is that the long serving fan could be disadvantaged.

Not a trival issue; Father had a ST since 1948; fan has gone to GP literally for a lifetime; diff in TAPS could make the diff in getting an 'away' ticket; principal driver of the WCMB; historic Second Driver unavailable due to serious long term illness; no away ticket because the TAPS incorrect might mean that 22 WCB can't travel.

Been endevouring to sort it since before Wembley.

Frustrating that something so simple should require so much effort.

None of the WCB currently have a means to get in the ground . . . . . . . . . . .

We need Kurt back to sort it.
 

badgerbee

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Darren J

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Not specifically on topic but I was in touch with our box office yesterday re adding a junior bee to my friends and family for a purchase for the WH friendly. Quick response and they added her on for me - thanks, included was a detailed how too guide for buying tickets as everyone is having problems which I didn't ask for but the journey IS simply ridiculous.

Also asked about the situation regarding upgrading and changing tickets for people in the friends and family group and was given this response..

Currently there are plans in place to allow junior season tickets to be upgraded to an adult ticket on a match by match basis (once the stadium is able to operate at full capacity). This would involve speaking to a member of the ticketing team and paying a fee for the privilege of upgrading the ticket to an adult ticket for a single game at least a week before the game. Further information about this will be confirmed in due course. Unfortunately, it is currently unknown whether restrictions may apply in regards to this.
 

BeeReal

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I must admit that for a person (like most others I suspect) who buys around 95% of everything from food, clothes, holidays and tickets on line this and ifollow are the two worst systems I have ever encountered that baffle and frustrate me every time I use either of them. Constantly trying to repeat what I have done before but not quite sure how I did it.

Things that are logical and take seconds in every other area of my life.
This sums up my reaction every time I use the site. The process just never seems logical.
Buying Valencia tickets and never did work out how to do F&F.
There is a dread in wondering how I will achieve tickets for Palace when they are released.
It just shouldn’t be like this.
As others have said the email confirmation doesn’t say anything useful either.
 

Houghton Bee

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Missing from @Banana's list is the issue with order tracking forever saying the tickets have not been posted (can't remember the exact wording).
 

aslan

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Not sure this "issue" has been raised. But I have myself and 2 F&F on my account, I have bought my own ticket and 1 F&F for West Ham & Valencia, but unable to go back and buy the third.
Doesn't cause any problems currently, as my son can't come to these games, but could be in the future
 

hobbsy

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Not sure this "issue" has been raised. But I have myself and 2 F&F on my account, I have bought my own ticket and 1 F&F for West Ham & Valencia, but unable to go back and buy the third.
Doesn't cause any problems currently, as my son can't come to these games, but could be in the future
Yes, I think you get one chance to buy your tickets, but that needs to be verified.
 

SE5Bee

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Buying West Ham tickets yesterday.

I was beginning to think it was my age, feel quite relieved others have had issues (but not in a glad way).
I feel this website is just not intuitive, I seldom have problems elsewhere. But always struggle to do things quickly on this site.

so eventually got mine and f&f ticket in basket. Went through pay procedure, then got a message “file deleted”. Then a very long delay while it said updating. Logged out and back in. There was an order saying waiting payment. Also ticked box saying deleted files the order was also in there. What does all this mean, had the payment gone through or not? Logged out and went to bank account to see if payment was processed. No payment from my account.

logged back in and risked going through payment again. (It’s Brentford there would have been no problem if paid twice). This time it went through I have tickets.

why did it not just say payment detail incorrect and give me another chance? It’s just unintuitive.

so have Valencia invite now, I wonder how I will mess it up today! Should I wait till I have a spare hour just in case?
 

Peteseeger

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This is literally the 'million' dollar question. How much, and how realistic, would it be to bin it off and buy a new fit for purpose system?
The other option is to determine what scope, if any, there is to correct perceived issues. I suspect this is an off-the-shelf system with little scope for requesting improvements/correcting anomalies but it is still worth asking the question. This thread is an excellent starting point in identifying and collating a list of issues which we can forward to the club. At least this way the club are aware of fans' problems in using the system.
 

Silly Hat

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Tried to buy WHUFC and Valencia tickets on my iPad from the link provided on the Brentford FC website. When entering the ticket home page (after signing in to my account) the match details were greyed out with a message that I was 'ineligible for the offer' (despite being a ST holder).

Then randomly thought about trying the BFC app on my iPad. Bizarrely and ridiculously, I could very easily buy the tickets with about 5 clicks, so I did.

A shameful, disgraceful, amateur and not fit for purpose joke of a system that isn’t fit for the Vanarama League North let alone the Premier League.
 

nick logan

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The system works fine for me , i saved my password and it just goes straight in.
This is on work lap top.
weird how so many are having issues , considering the man won't even let me watch twitter links
 

Silly Hat

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The system works fine for me , i saved my password and it just goes straight in.
This is on work lap top.
weird how so many are having issues , considering the man won't even let me watch twitter links

And this is very much part of the problem, Nick. You can get in, no issue, on your work laptop, others find it impossible using their own one‘s. I can using the Brentford app but not via the Brentford website. It’s just mad, and really shouldn’t be this random for users :(
 
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