FAQs and Terms & Conditions


When are Auto Cup Scheme payments taken for home games?

Payment dates will be advertised here.


How will I know if my payment has been taken?

Once payment runs are complete, an email will be sent to your registered email address confirming if your payment has been successful or unsuccessful. If your payment is unsuccessful, an SMS will also be sent to your registered mobile telephone number. 


What happens if my payment declines for a game?

If we are unable to successfully take your payment, your seat will be reserved for a short period of time and we will email you using the email address registered on our system, to advise that your payment has failed. The email will include instructions on how to purchase your seat An SMS will also be sent to your registered mobile telephone number. 

If you choose not to purchase a seat within the dedicated timeframe, the seat reserved for you will be released for sale. However, subject to availability and meeting the qualifying criteria which will be advertise here ahead of each game, you can purchase an alternative seat.

If your payment fails and you do not purchase a ticket independently, you will be removed from the relevant scheme.


How can I update my details if my debit/credit card details have changed or expired?

Payment details should be updated by the lead supporter who enrolled you into the scheme by going to the Auto Cup Scheme section of My Account.


How do I update my contact details?

You can check and update your contact details online, by logging in to ‘My Account’.

Please ensure your email address and mobile telephone number are up to date at all times so we are able to contact you with any important information.


How can I request a refund if I can't attend a game?

The Auto Cup Scheme is subject to the Club's standard refund policy which can be found within our Terms and Conditions. Please note however, that tickets returned for a refund will result in removal from the relevant scheme. 




How do I access the stadium for cup games?

As introduced for Season 21/22 supporters will gain entry via the stadium using NFC (Near Field Communication) technology.  This means that ALL tickets will be digital and you must use your smart mobile phone to enter the stadium.

Click here for further information.


If I enrol into the Auto Cup Scheme as a junior/over 65 or young adult, will I need to bring along identification to the match to prove my age?

Yes – supporters are asked to bring photographic ID with them for checks at the turnstiles before entry. We will not allow entry if proof of ID is not provided.


I am a season ticket holder sitting in a different seat to my usual Premier League seat. Where can I check my seat details?

  • On your auto cup scheme enrolment confirmation email.
  • In the Auto Cup Scheme section of your My Account.
  • In the Tickets section of your My Account once your payment has been successfully taken.
  • On your NFC pass ahead of the game and your NFC pass will be updated with your new seat details.