Season ticket renewal farce

[agreenwood]

Until yesterday I’d been working on the basis that both mine and my daughter’s season tickets would be automatically renewed because I paid for them by direct debit. That’s what the club correspondence says.

Yesterday I received an email regarding my daughter’s season tickets. It read:

“Your season ticket is ready for renewal for the 2025/26 season.

Your seat(s) will be reserved for you until Friday 31st January, all you need to do is log in to your Ticketmaster account to renew. You must renew before then to keep the same seat(s).

You can renew either online, in person at the ticket office, or over the phone on 01282 446800 (option 1)”.

I phoned them and was assured these emails had been issued in error and that her ticket would be renewed by direct debit. However, I had nothing in writing, so followed up with an email and got this response today:

“Hi x. ​

Many thanks for your email.

Having checked x account, it looks like it was opted out of auto renew.

You will therefore need to renew on line, or by giving us a call or popping into the Ticket Office.

Kind regards”

My daughter doesn’t have her own online account that I’m aware of and if she does, neither of us have ever used it. I’ve therefore no idea how she can have opted out. I can’t “pop in” to the ticket office as I don’t live in the area and I’ve had no joy getting though on the phone - there’s not even a queuing system today, just a message to say they can’t deal with my call.

I’ll keep trying on the phone, but if you’ve had similar emails, you might want to “pop in” if you can or you risk losing your season ticket.

It shouldn’t be this ******* hard.

[The Shire Claret]

Hope you get it sorted .... I have the same with my lad as I have always paid for his ticket and my ticket via DD so have no access to his account

Just hoping they both auto renew

Even at the match on Monday the announcer specified if you pay by DD you don't have to do anything but I can see a renew option on my account but only for my ticket and not my lads ....

why is it there if we don't have to do anything ... just confusing

[Murger]

I emailed the ticket office because I couldn’t add my lads season ticket to my f&f ( it didn’t recognise his clarets number). All sorted in the end, but what a carry on.

[Rosehill Claret]

I have followed the instructions on the website to check what my auto renewal status is, but I get the message 'there are no current subscriptions'

[Claret Till I Die]

I have followed the instructions on the website to check what my auto renewal status is, but I get the message 'there are no current subscriptions'

What stand is your ST in?

[GDK]

Similar problem for me. I can renew mine online but not coming up as an option for my son, and he doesn't have his own online account as far as we are aware. Email sent to the ticket office yesterday, no reply yet. They may end up missing out on my £870 as we can't just "pop in" from 70 miles away.

[Rosehill Claret]

What stand is your ST in?

Longside Upper

[Rosehill Claret]

Screenshot:

[TheFamilyCat]

I went to renew online but my son's wasn't there as an option.

Phoned the ticket office who sorted it in 10 seconds. Apparently, since they moved to Ticketmaster accounts didn't get linked.

[Claret Till I Die]

Longside Upper

I've had the same issue but my ST is in the Bob Lord. I've spoken to the ticket office and been reassured that my ticket will be automatically renewed though.

[Ric_C]

I think the Ticket office is closed today looking at this link.

https://www.burnleyfootballclub.com/mor ... ket-office

I need to renew mine over the phone as well as I want to use my points from the share sell a while ago and phoning them is the only way I can do this apparently.

[BradTee93]

I pay for my season ticket via the DD method, but I always make sure to renew it myself rather than trust the 'auto-renewal'

The amount of times the TO messes up with away tickets put me off trusting them to renew my ST

[Claret Till I Die]

I think the Ticket office is closed today looking at this link.

https://www.burnleyfootballclub.com/mor ... ket-office

I need to renew mine over the phone as well as I want to use my points from the share sell a while ago and phoning them is the only way I can do this apparently.

As far as I'm aware it's only the TO front that's closed but there are still phonelines being manned

[agreenwood]

Screenshot:

I get the same when I log into my account. Again, I was assured over the phone that it was normal.

[Bosscat]

I had the email saying it will auto renew and if I don`t wish to do so to contact the ticket office.

"Hi,

Season tickets are ready for renewal for the 2025/26 season, and as a thank you for your support, we've frozen the prices!

As you currently pay by direct debit for your season ticket, there is nothing further for you to do if you wish to renew. The renewal will happen automatically on Monday 3rd February 2025, and you will receive an email to confirm renewal.

There will be a seat swap on Thursday 6th February, before any remaining seats are released to new season ticket holders on Friday 7th. The first payment instalment for the 2025/26 season will be paid on or around Thursday 1st May 2025.

If you do not want to renew your season ticket for the 2025/26 season, please contact the ticket office at ticketoffice@burnleyfc.com by Friday 31st January, and your direct debit will be cancelled."

As for friends and family I have no idea but surely everyone who pays by DD will have had these emails by now

[claretonthecoast1882]

I pay for my season ticket via the DD method, but I always make sure to renew it myself rather than trust the 'auto-renewal'

The amount of times the TO messes up with away tickets put me off trusting them to renew my ST

Same as me, I manually did our 3 as even though I haven't had an issue with any tickets there is no need to increase the chances of something going wrong so just click the renew and get a confirmation email.

[BradTee93]

Same as me, I manually did our 3 as even though I haven't had an issue with any tickets there is no need to increase the chances of something going wrong so just click the renew and get a confirmation email.

Yeah i'm the same, i'd much rather sort it myself personally than leave it too the amazing ticketing system we have!

[lakedistrictclaret]

I think the Ticket office is closed today looking at this link.

https://www.burnleyfootballclub.com/mor ... ket-office

I need to renew mine over the phone as well as I want to use my points from the share sell a while ago and phoning them is the only way I can do this apparently.

I managed to renew mine online using my points.
It was a struggle, though.

[Leisure]

Similar problem for me. I can renew mine online but not coming up as an option for my son, and he doesn't have his own online account as far as we are aware. Email sent to the ticket office yesterday, no reply yet. They may end up missing out on my £870 as we can't just "pop in" from 70 miles away.
[/quotI

If he's on your Friends and Family you need to click to manage his account.

[clarets1978]

If anyone that is on Direct Debit goes through the renewal procedure online (as if your actually paying upfront now) you'll find it should tell you that you that you have auto renewal already opted in.
My account does show no season subscriptions as well as shown above

[Ric_C]

I managed to renew mine online using my points.
It was a struggle, though.

How did you manage that mate?

Would be good to know in case I can't get through on the phone

[ClaretTony]

Until yesterday I’d been working on the basis that both mine and my daughter’s season tickets would be automatically renewed because I paid for them by direct debit. That’s what the club correspondence says.

Yesterday I received an email regarding my daughter’s season tickets. It read:

“Your season ticket is ready for renewal for the 2025/26 season.

Your seat(s) will be reserved for you until Friday 31st January, all you need to do is log in to your Ticketmaster account to renew. You must renew before then to keep the same seat(s).

You can renew either online, in person at the ticket office, or over the phone on 01282 446800 (option 1)”.

I phoned them and was assured these emails had been issued in error and that her ticket would be renewed by direct debit. However, I had nothing in writing, so followed up with an email and got this response today:

“Hi x. ​

Many thanks for your email.

Having checked x account, it looks like it was opted out of auto renew.

You will therefore need to renew on line, or by giving us a call or popping into the Ticket Office.

Kind regards”

My daughter doesn’t have her own online account that I’m aware of and if she does, neither of us have ever used it. I’ve therefore no idea how she can have opted out. I can’t “pop in” to the ticket office as I don’t live in the area and I’ve had no joy getting though on the phone - there’s not even a queuing system today, just a message to say they can’t deal with my call.

I’ll keep trying on the phone, but if you’ve had similar emails, you might want to “pop in” if you can or you risk losing your season ticket.

It shouldn’t be this ******* hard.

I’ve sent you a text

[lakedistrictclaret]

How did you manage that mate?

Would be good to know in case I can't get through on the phone

I just kept trying, Ric C, by refreshing the page until, eventually, paying by points credit came up as an option.

[BurnleyFC]

Good job you opened this thread.

My lad’s is no longer linked to my account as well and there is an option to renew mine only, even though I pay by direct debit and they both should auto renew.

[jedi_master]

People may have seen, I posted on a different thread (one of CT's I believe) a few weeks ago regarding being concerned that my auto renewal had a 'message' attached to it on the Official Site, I noticed this when I was purchasing my tickets for Portsmouth away. This was my post at the time:
------------
jedi_master wrote: ↑Tue Jan 21, 2025 11:04 am
I didn't want to start a new thread on this but will ask on this as tangentially related.

I haven't had to do anything for many years since paying by DD - is that still the case for auto renewal? The only reason I ask is that when I bought tickets for Portsmouth, I noticed that I had a notification on the right hand side which reads: "You have a season ticket renewal for season 2025/2026" with a button that says 'Renew Now' underneath that text. My curiosity struck me, so I clicked on it - this takes me to a payment screen for the full amount of my ticket.

Has anyone else got this? Do I need to do anything or will the DD just renew as far as we know?
-------------

As it is, I was concerned enough that I just proceeded to progress what it suggested and submitted it. Now, it said then 'Thanks for renewing' or similar, and I have not had any email from BFC as some on this thread have said. I can only assume that bizarre thing I progressed was the difference here - if that is the case, and it was very easy to miss/ignore, there will be a Hell of a lot of non-auto renewals.

[wilks_bfc]

Glad I’ve seen this

I’ve just looked at my account and have no idea if renewing or not or if any of the others in the group are

Luckily one of the group is off tomorrow so should able to go down to the TO and check

[BurnleyFC]

Good job you opened this thread.

My lad’s is no longer linked to my account as well and there is an option to renew mine only, even though I pay by direct debit and they both should auto renew.

Sorted in 5 minutes after an email to the ticket office.

[agreenwood]

I’m pretty sure there’ll be a decent number of people thinking their season tickets are auto renewing per the club’s public assurances, that are in for a shock next week.

[haptonbfc]

had same. mine autorenew daughters not. rang last week assured it was sorted. received same email about renewing for daughters ticket. rang today sorted it again. received exactly same email again this afternoon. going down in person friday as lost all confidence with staff over phone.

[Stayingup]

Until yesterday I’d been working on the basis that both mine and my daughter’s season tickets would be automatically renewed because I paid for them by direct debit. That’s what the club correspondence says.

Yesterday I received an email regarding my daughter’s season tickets. It read:

“Your season ticket is ready for renewal for the 2025/26 season.

Your seat(s) will be reserved for you until Friday 31st January, all you need to do is log in to your Ticketmaster account to renew. You must renew before then to keep the same seat(s).

You can renew either online, in person at the ticket office, or over the phone on 01282 446800 (option 1)”.

I phoned them and was assured these emails had been issued in error and that her ticket would be renewed by direct debit. However, I had nothing in writing, so followed up with an email and got this response today:

“Hi x. ​

Many thanks for your email.

Having checked x account, it looks like it was opted out of auto renew.

You will therefore need to renew on line, or by giving us a call or popping into the Ticket Office.

Kind regards”

My daughter doesn’t have her own online account that I’m aware of and if she does, neither of us have ever used it. I’ve therefore no idea how she can have opted out. I can’t “pop in” to the ticket office as I don’t live in the area and I’ve had no joy getting though on the phone - there’s not even a queuing system today, just a message to say they can’t deal with my call.

I’ll keep trying on the phone, but if you’ve had similar emails, you might want to “pop in” if you can or you risk losing your season ticket.

It shouldn’t be this ******* hard.

I 'popped' in today with a mate both wanting to renew and the ticket office was shut. I did eventually get through on phone later. But it toookk quite a while.

[Row x]

I 'popped' in today with a mate both wanting to renew and the ticket office was shut. I did eventually get through on phone later. But it toookk quite a while.

The office is closed on Wednesdays

[Aclaret]

I used to purchase mine with cash upfront, now they don't accept cash so went in last week and paid on my card.
Just had a look on my account and it's now on auto renewal.. looks like all Season Tickets are now on auto renewal.

[Row x]

I used to purchase mine with cash upfront, now they don't accept cash so went in last week and paid on my card.
Just had a look on my account and it's now on auto renewal.. looks like all Season Tickets are now on auto renewal.

Mine aren't, and I pay up front

[Aclaret]

Mine aren't, and I pay up front

I didn't know mine was until I saw the opt out option !

[steve1264b]

i pay up front and I'm not, did have a panic, its very hard to find purchase confirmation but found under history

[fidelcastro]

I haven't received any e-mail from the Club.

Should I be worried?

[bobinho]

I haven't received any e-mail from the Club.

Should I be worried?

Not as much as you should be if you had…

[Notsosuperstevedavis]

Im going to see them in person tomorrow if anyone wants me to request they call from the office to resolve any renewal issues

[durhamclaret]

The whole ticketing dept is an absolute farce, how can we be so useless!

[Somethingfishy]

I'm popping down tomorrow on the back of this. I did receive an email saying it would be auto-renewed. My daughters is/was linked to mine and they used to auto renew together. It has worried me though that I have no access to her details/account despite me being the payment owner and these latest issues worry me that her ticket might not auto-renew.

As an aside..and this may seem a bit petty..but has anyone ever looked into the office that they sit in through the window on the right? Their desks are an absolute mess. Littered with paperwork..food..just looks unorganised and scruffy. Doesn't give confidence about organisation and professionalism.

[dougcollins]

Since the conversion to Ticket Master, I apparently no longer have a live account, but Mrs dc does. I had to buy my ST as a managed member through her account. The weird thing is they still send me emails.

It really is a terrible mess and I don't know how they sort it out.

[Somethingfishy]

Since the conversion to Ticket Master, I apparently no longer have a live account, but Mrs dc does. I had to buy my ST as a managed member through her account. The weird thing is they still send me emails.

It really is a terrible mess and I don't know how they sort it out.

They have handed over to Ticketmaster (that is far from being without its own issues and quirks) a shambles of a ticketing system to begin with. So if you bolt on another one it just becomes a tangled mess.

[dougcollins]

Definitely something for the ISA to be asking about.

[JR1882]

Trying to log on for this, the tab changes its name to “TMS.IndentityServer” and says

Error
Something went wrong. Please contact support.

Any ideas??

[Row x]

Trying to log on for this, the tab changes its name to “TMS.IndentityServer” and says

Error
Something went wrong. Please contact support.

Any ideas??

Are you using a vpn?

[SPC&G]

I’ve just renewed mine. Had the same issues above re finding out whether I was on an auto renew or not so I opted to renew by paying in full and added my ticket to my basket. Once there i could choose between adding my card details and paying up front or direct debit. I clicked the direct debit and set it up a new direct debit.

[BleedingClaret]

Wonder if they’re hoping to panic and confuse season ticket holders on DD into paying up front

[BleedingClaret]

I’ve just renewed mine. Had the same issues above re finding out whether I was on an auto renew or not so I opted to renew by paying in full and added my ticket to my basket. Once there i could choose between adding my card details and paying up front or direct debit. I clicked the direct debit and set it up a new direct debit.

I’ve just done as you described
Either we’ll be relieved when they don’t renew everyone else’s auto renew or we’ll be charged twice!

[mybloodisclaret]

Sorted my season ticket online this morning no dramas tbh.

Realised I hadn't picked my Pompey tickets up so went ticket office to pick up......
Yep closed - nightmare. I should have checked.

[Goalkeeper]

I'm only able to put my ticket in the basket for renewal. I can see my daughter in friends and family but how do I renew from there? Help!