The Liverpool FC Forum > Ticket and Travel Info
Members Sales
DangerScouse:
We wanted to provide an update on the issues experienced during the original Members Sale as our investigation has now concluded. The 13+ sale on 17 July was disrupted by a website issue, initially thought to be a system bug.
After postponing the sale to later that day, it was discovered that the issues were caused by malicious bot activity and the sale was postponed indefinitely. During the comprehensive investigation that followed, the root cause was identified, and mitigations were put in place to reduce the chance of such issues happening again.
The re-arranged Members Sales took place on 31 July and 1 August and the sales were started slowly intentionally to allow the site to be monitored for any suspicious activity. Once comfortable that it was safe to do so, we quickly ramped up the flow rate and the queue cleared within an hour and 15 minutes on the first sale and within an hour on the second.
During this re-arranged 13+ Members Sale, there was further suspicious activity identified which enabled 25 supporters to checkout without assigning tickets to eligible supporters in their basket and 6 supporters were able to purchase tickets without the required eligibility.
These issues were rectified after the sale and all tickets have been assigned to eligible supporters: no one who did not qualify for a ticket has been able to secure a ticket. The data from these sales and the original Members Sale has been acted on in line with our sanctions policy and data has been referred to the police where relevant.
We would like to once again thank you for your patience and understanding in this matter.
Liverpool Football Club
DanK1456:
--- Quote from: DangerScouse on August 13, 2024, 11:22:11 am ---
We wanted to provide an update on the issues experienced during the original Members Sale as our investigation has now concluded. The 13+ sale on 17 July was disrupted by a website issue, initially thought to be a system bug.
After postponing the sale to later that day, it was discovered that the issues were caused by malicious bot activity and the sale was postponed indefinitely. During the comprehensive investigation that followed, the root cause was identified, and mitigations were put in place to reduce the chance of such issues happening again.
The re-arranged Members Sales took place on 31 July and 1 August and the sales were started slowly intentionally to allow the site to be monitored for any suspicious activity. Once comfortable that it was safe to do so, we quickly ramped up the flow rate and the queue cleared within an hour and 15 minutes on the first sale and within an hour on the second.
During this re-arranged 13+ Members Sale, there was further suspicious activity identified which enabled 25 supporters to checkout without assigning tickets to eligible supporters in their basket and 6 supporters were able to purchase tickets without the required eligibility.
These issues were rectified after the sale and all tickets have been assigned to eligible supporters: no one who did not qualify for a ticket has been able to secure a ticket. The data from these sales and the original Members Sale has been acted on in line with our sanctions policy and data has been referred to the police where relevant.
We would like to once again thank you for your patience and understanding in this matter.
Liverpool Football Club
--- End quote ---
Can’t believe it was just 25
MKB:
The email they've just sent us has a weird paragraph:
"During this re-arranged 13+ Members Sale, there was further suspicious activity identified which enabled 25 supporters to checkout without assigning tickets to eligible supporters in their basket and 6 supporters were able to purchase tickets without the required eligibility."
That's just incorrect. While it's good to get the numbers of people who were able to take advantage of the missing validity checks and to learn that no-one was able to gain an unfair advantage, they didn't arise due to "suspicious activity". They arose because someone in the Ticket Office wrongly coded the sale as hospitality. The blame deflection in how it has been worded will not play well. An admission of an error and apology was what were needed on that specific issue.
Lisan Al Gaib:
It is never the ticket office's fault...never...they are completely competent at everything they do and its only people's nefarious actions that are the problem
Schmarn:
No mention of anyone being identified for the bot activity or a single membership cancelled. Nothing will change till they start holding these people to account.
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