ClubEnhanced Fan Update rolled out to protect fans and combat ticket touting

Fan Update, the club's identification scheme, was launched in 2019 and requires fans purchasing tickets to prove they are a genuine individual, ensuring the stadium is safer for supporters by knowing who is in attendance, while helping to counter touting and making ticket access fairer.

Dealing with touting was one of the issues the majority of fans who responded to a recent ticketing survey – sent to half a million supporters – felt the club could do more on, while access to tickets and the online purchasing process were highlighted as the primary concerns by the majority of respondents.

Recently the club introduced an updated version of Fan Update with improved technology, which requires supporters to take a photograph of themselves to prove a likeness face match and demonstrate they are a real person.

Two initial phases have been completed so far using the new technology, which has proven to be more effective at detecting suspicious accounts than previously. Fans are reminded that providing false identity documents is a criminal offence and anybody found doing so will be reported to the police.

The next phase will begin today for any 13+ Members and priority rights holders who have not yet completed the new Fan Update, and these supporters will be contacted directly with their next steps.

Over the course of the next two seasons, all supporters on the club’s database will have completed the new Fan Update through a phased approach, and supporters will be contacted directly when they are due to complete the process. Contact details need to be kept up-to-date in order to continue receiving important updates from the club.

The new photo identification system will help improve the club's ability to tackle the ongoing issues around ticket misuse and all types of ticket touting, which it has a zero-tolerance approach towards.

Last season alone LFC shut down close to 100,000 fake ticketing accounts, while issuing 75 lifetime bans and 136 indefinite suspensions. The number of accounts deactivated includes those cancelled following investigations and others blocked from sales or ballots due to suspicious online activity or identified as bots.

This season the club has continued to increase its investment in anti-touting measures, including developing greater online protection and dedicating more internal resources to take action. LFC has introduced Multi-Factor Authentication (MFA), which helps keep accounts secure and acts as a barrier to bots purchasing tickets and creating fake accounts, allowing more tickets to be purchased by genuine fans.

Supporters are also reminded not to buy tickets from unofficial online channels or from unofficial sellers. Fans can report unofficial ticket sales or fraudulent tickets to LFC here – and to Action Fraud here. More information on the LFC official sanctions process is available here.