FAQs and Terms & Conditions

FAQs

ENROLMENT INTO THE AUTO CUP SCHEME(S)

How can a season ticket holder enrol into the Auto Cup Scheme?

Qualifying season ticket holders can enrol:

  • During the season ticket renewal period.
  • During the dedicated Additional Enrolment Period for season ticket holders.
  • By registering for the Ballot. Please note however, if choosing this option, seats are not guaranteed.

For full details click here.

 

How can an official member enrol into the Auto Cup Scheme?

Due to limited capacity for the Auto Cup Scheme a ballot registration process will be in place.

If the number of ballot registrations exceeds the capacity of each Auto Cup Scheme, a ballot will take place and where applicable, priority will be given to those supporters with the most number of games within that competition.

If capacity for a scheme is not reached, a ballot will not be required, meaning all supporters who have registered will be able to enrol.

For full details click here.

 

How can I check if I am eligible to join the Auto Cup Scheme for the 2022/23 Season?

Eligibility will be published here and supporters can check their purchase history by logging into My Account and selecting the 'History' tab to view ticket purchases.

 

If I am unable to enrol into a scheme, how can I get tickets?

The Club will continue to sell tickets for each match based on specific attendance criteria, subject to availability with ticket sales announced here ahead of each game.

Tickets will not be guaranteed.

T&Cs apply.

 

Will I retain any match credits for tickets purchased via the Auto Cup Scheme for Season 2022/23?

Yes, match credits will be used as criteria for games played in future seasons.

 

If I enrol into the Auto Cup Scheme, is there a charge for registering my payment details?

There is no charge for registering your payment details.  

Please note, we only accept Mastercard and Visa for payment.

The Credit/Debit card number you provide us with will be tokenised, which means we will substitute your card details with a randomly generated identifier in order to prevent unauthorized access to your payment card details.

 

Can I enrol into a seat in the £9 section for cup games?

No, these seats are only available for local supporters as advertised in the specific sales notice for each cup match.

 

 

ADDITIONAL ENROLMENT PERIOD BALLOT REGISTRATION PROCESS

Where can I check my purchase history?

Check your purchase history here to see if you are eligible to register.

 

When can I register for the ballot?

Eligible supporters can register for the ballot online from 10am Monday July 4 until 7.30am Friday July 15.

 

Why can’t I see all the Auto Cup Schemes when I log in to register?

You will only see the Auto Cup Schemes that you are eligible to register for.

Eligibility criteria can be found here.

 

How many supporters can I register with?

Up to four eligible supporters in one transaction.

 

What happens when the ballot registration period ends?

If the number of ballot registrations exceeds the the number of seats available in an Auto Cup Scheme, a ballot will take place and where applicable, priority will be given to those supporters with the higher number of games within that competition.

If the number of registrations does not exceed the number of seats available in an Auto Cup Scheme, a ballot will not be required, meaning all supporters who have registered will be able to enrol.

 

Can season ticket holders and official members register together?

Yes, as long as you have recorded the same number of games.

 

If there is a ballot and I am successful, will other supporters I registered with also be successful?

Yes, registering together in a group will mean that you will either ALL be successful or unsuccessful should a ballot be required.

 

I want to attend cup games with a junior, shall we register together?

Yes, please ensure you register together within the same transaction.  Adult/Junior tickets can be registered on a ratio of 2:1.

 

I am a disabled supporter, shall I register with my personal assistant?

Yes, disabled supporters who require a personal assistant must register together within the same transaction.

 

 

AUTO CUP SCHEME PAYMENTS

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. 

 

 

STADIUM ACCESS

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.