Topic: FAN UPDATE - Ticketing changes to reduce touting - discussion and ideas

[Childwall Red]

Completed the form last week on the first day still no email confirmation

[scouser102002]

So my date of birth was wrong by 1 digit (a 1 instead of a 2) so had to wait for fan services to contact me. They did on Friday, and asked me to update the details and to send photo ID to update the account, which I did. I have now had a response to that email, but they've addressed me by another name?

When I look at the email subject it gives the case reference number and then a message reference, the case number is the same as the first email, but the message reference is different. So I am guessing this is why the email is addressed to someone else. Its also been sent by a different person from fan services. Again I am guessing this is a case of the emails being sent to the wrong person. Should I reply to the email stating that its been sent to the wrong person, or maybe call fan services to get clarification?

It looks like there are far too many cases and too few staff managing them, and they are making mistakes.

Club needs to get a grip of it

[rk1]

Completed the form last week on the first day still no email confirmation

Check your junk mail. Mine went in there

[redgriffin73]

Completed the form last week on the first day still no email confirmation

Check back on https://fanupdate.liverpoolfc.com/#/login

It'll tell you your current status, mine was validated a day or so before the email came through.

[Childwall Red]

Check your junk mail. Mine went in there

Checked, even the status on the account history still says purchased.

Does it change to approved?

[Childwall Red]

Check back on https://fanupdate.liverpoolfc.com/#/login

It'll tell you your current status, mine was validated a day or so before the email came through.

Cheers all ok

[ABJ]

Checked, even the status on the account history still says purchased.

Does it change to approved?

It will say 'validated'.

[Barneylfc∗]

Anyone that failed last week still waiting on contact?

[AttaRed]

Got a new problem now. So after the earlier email when they mixed up my name with someone else, someone got back to me from the club fairly quickly, and confirmed that my details had now been updated and I can complete the fan update. So i upload my photo ID, at the second attempt it passes (never accepted driving licence, which is supposedly the preferred option, but did my passport.) Get through to the next stage of confirming all the details, and when I press confirm I get a message at the top of the screen saying another customer with the same details already exists - 10063972. I am guessing that this is an older account I had maybe back in the old fan card days. Anyone had similar happen? I dont know what to do now as theres no other place to click or go

[stoz]

Anyone that failed last week still waiting on contact?

Yep, still waiting for a response to this:

Yes, pretty much this. My missus had to do it, as her members card doesn't have her full first name, just her initial. It asks you to put in what needs updating, and says the club will be in touch within 5 days. She did this Monday or Tuesday, and no phone call as yet.

[redgriffin73]

It will say 'validated'.

In my purchase history mine still says purchased, but on the fan update form it says validated and I've had the confirmation email.

[Barneylfc∗]

Got an email half an hour ago. They must be monitoring me 

We can see from your account that your ID validation wasn’t successful after 6 attempts.

 

We have reset your account to give you the opportunity to try again. Before doing so, please read our Guide, which contains recommendations on how to scan your ID successfully.

 

The key things to remember are:

Your ID has to be in dateAll corners and edges of the ID are included in the imageThere’s no glare or shadows on the imageThe ID is on a dark background

 

After reading the guide please go to the Fan Update webpage where you will be able to try again.

 

If you still experience issues, please complete the form when you are locked out again and a member of our team will be in contact with you to assist further.

So after 6 failed attempts, they just say to try again. Brilliant.

[hoppyLFC]

Anyone that failed last week still waiting on contact?

Yep,did my lads last week, Monday i think, failed 6 times, no reply yet !

[hoppyLFC]

Check back on https://fanupdate.liverpoolfc.com/#/login

It'll tell you your current status, mine was validated a day or so before the email came through.

Just been on this and entered my lads details, says contact us, so I have put details in ( again ) and submitted it, then it says ‘ we will contact you within 5 days ‘. Again !! Bloody merry go round !

[msarfaraaz]

Got a new problem now. So after the earlier email when they mixed up my name with someone else, someone got back to me from the club fairly quickly, and confirmed that my details had now been updated and I can complete the fan update. So i upload my photo ID, at the second attempt it passes (never accepted driving licence, which is supposedly the preferred option, but did my passport.) Get through to the next stage of confirming all the details, and when I press confirm I get a message at the top of the screen saying another customer with the same details already exists - 10063972. I am guessing that this is an older account I had maybe back in the old fan card days. Anyone had similar happen? I dont know what to do now as theres no other place to click or go

I've got the same issue of duplicate account, called up last week and they said the system will be amended over the weekend to allow it to work, but I've just checked and I still have the same issue. Will have to call them again I guess

[Alf]

Had mine reset & worked first time.

[Paullfc95]

When’s the deadline for members with 13? Not done mine yet

[duvva 💅]

When’s the deadline for members with 13? Not done mine yet

Haven’t seen a date but you need to complete to be able use any tickets bought in November’s sale

Edit: tell a lie, it must be completed by 31st Dec. Presumably because the second lot of tickets bought in November will be used after that date

[AttaRed]

I've got the same issue of duplicate account, called up last week and they said the system will be amended over the weekend to allow it to work, but I've just checked and I still have the same issue. Will have to call them again I guess

I called them earlier, was told that it was a duplicate account that hadn't been used since 2009. They are working on a solution for those with duplicates and will contact those when we can try again

[scouser102002]

If anyone is on Twitter you can tweet the club now about this @LFCHelp

Might get a quicker response

[reddragon]

This sounds like the usual ticket office shitshow

Fuck knows how its going to work with 26,000 season ticket holders all before christmas

[Tiz Lad]

This sounds like the usual ticket office shitshow

Fuck knows how its going to work with 26,000 season ticket holders all before christmas

Don't think season tickets will be done in that timescale. This batch is to make sure member cards are correct before the second batch of games in the bulk sale for the new year

[willss]

Got an email today describing the transfer process.  The old card holder has to do fan update first and then submit a transfer form.  After that the new cardholder has to go through fan update too.

I'm no longer in contact with the original cardholder so not sure how the first fan update will happen.  I'm sure there's many thousands more that will struggle with step one of the transfer process!!

[Fazak_Red]

Got an email today describing the transfer process.  The old card holder has to do fan update first and then submit a transfer form.  After that the new cardholder has to go through fan update too.

I'm no longer in contact with the original cardholder so not sure how the first fan update will happen.  I'm sure there's many thousands more that will struggle with step one of the transfer process!!

Loads of us mate, especially ST holders.

[Alf]

What about all the 100 year old season ticket holders, the ones that are no longer with us.

[Graham Smith]

Got an email today describing the transfer process.  The old card holder has to do fan update first and then submit a transfer form.  After that the new cardholder has to go through fan update too.

I'm no longer in contact with the original cardholder so not sure how the first fan update will happen.  I'm sure there's many thousands more that will struggle with step one of the transfer process!!

Fill the contact sheet in (I have assumed you got the email with the Update link).

If not email the Club with all the background information for your circumstances.

They should still transfer it if you can show your use (purchase history, payment evidence etc) but if there's nothing from original member then they will transfer it with the caveat that if old owner comes back and wants it - it is his.

[Graham Smith]

Loads of us mate, especially ST holders.

Will be the same for ST holders as I have explained above.

[Graham Smith]

What about all the 100 year old season ticket holders, the ones that are no longer with us.

The current user, presumably long term, will be able to show a purchase and attendance history - ST will transfer. Unless Fester re-appears from the dead reclaiming.

[jamieredders]

Graham, you have been an absolute star with all the information you have provided.  Without you, many would be completely in the dark about what's happening.  Thank you.

[reddragon]

Are there any ideas when this is actually going to be rolled out for ST holders then?

[Graham Smith]

Are there any ideas when this is actually going to be rolled out for ST holders then?

Post Christmas.

[Graham Smith]

Graham, you have been an absolute star with all the information you have provided.  Without you, many would be completely in the dark about what's happening.  Thank you.

It's what your Union is there for.

http://www.spiritofshankly.com/join

[reddragon]

It's what your Union is there for.

http://www.spiritofshankly.com/join

i presume there has been a membership spike? lol

[Priest078]

No paper tickets issued now for cup games, ST activated instead.

[Hij]

I've seen some of the reaction on Twitter to '200' random people having to bring their actual membership cards or season ticket cards to the ground for the Crystal Palace game as quite eye opening. As a one off, I'm sure you'll all be able to manage it. For the exceptions where a season ticket holder is not with us anymore etc then I would expect some leeway of course, especially if it is before the fan update happens. It's a difficult line to tread - but ultimately we need to do the right thing.

In here, I'm tired of all the elitist responses. If you're already getting every home and away game off the same person who never goes to the matches anymore (and it must be off a members card or season ticket) - then he/she should be forced into the decision.... give the card to the person who is attending all the games, give up the card full stop or start going to the games again themselves. It's not unfair. It's not Liverpool FC being dickheads. It's just beginning to enforce the credit system in regards how it was supposed to be implemented in the first place.

I've enjoyed a very long run from asking the same people for spares tickets to games - I've enjoyed it. But if it comes to an end because the person who actually attends ends up getting the credit then so be it - that is fairer and how it supposed to work. Lads shouldn't be sitting at home with 19 away credits if they only go to 1-2 games a season and deciding who they feel should be in the away end over those who are trying to build their credits - it's absolute bollocks.

[courty61]

Great point Hij it will piss a lot of people off but the current system is more about who you know rather than anything else. People may say it's always been like that - but it doesnt make it right.

But what's this 200 members thing?? Missed that

[KOTP]

Great point Hij it will piss a lot of people off but the current system is more about who you know rather than anything else. People may say it's always been like that - but it doesnt make it right.

But what's this 200 members thing?? Missed that

Liverpool and palace for both games trialing away fans using there season ticket/membership card to gain access rather than an away ticket for for the game at palace 200 random tickets won't receive paper ticket but will have to take the season ticket or membership to gain access

[TeddyTime33]

I've seen some of the reaction on Twitter to '200' random people having to bring their actual membership cards or season ticket cards to the ground for the Crystal Palace game as quite eye opening.

Same happened when they first talked about euro away collections, when people know their backdoor into tickets is closing they’ll fight

[EstonianRed]

Finally did my fan update. Had an old membership which I did 8-9 years ago and wasn't aware, had to ring up twice to get through , but the guy was helpful and deleted the old one pretty quickly, so got to upload the picture again.

He said one the phone if you fail your 6 tries you have to ring up, they give you another 6 tries and when you fail again then you need to go to ticket office in person to sort the fan update out.  From here I understood that they will check it out manually if you fail?

[Barneylfc∗]

Finally did my fan update. Had an old membership which I did 8-9 years ago and wasn't aware, had to ring up twice to get through , but the guy was helpful and deleted the old one pretty quickly, so got to upload the picture again.

He said one the phone if you fail your 6 tries you have to ring up, they give you another 6 tries and when you fail again then you need to go to ticket office in person to sort the fan update out.  From here I understood that they will check it out manually if you fail?

How can people that dont live in Liverpool go to the ticket office?