Frequently Asked Questions

For every match we’re unable to welcome you to London Stadium, due to COVID-19 social distancing measures, we will automatically refund the pro-rata value of the match to the pay holder’s card or account within 30 days of the game taking place. Any supporter paying via V12 Finance will also be credited back, subject to their finance payments being up to date.

At this moment, we anticipate there may be a gradual or staggered approach enforced when allowing supporters to attend home matches at London Stadium. In the event of matches with social distancing in place and a restricted number of supporters present, we will adopt an automatic ballot system.

We will communicate further details regarding how the ballot system will work once more details are known. However, an automatic ballot system ensures season ticket supporters can attend an equal number of matches. And if you are not selected in the ballot, you will be automatically refunded. If you missed out in the previous ballot, you will be prioritised for an upcoming match.

We will also work to ensure that groups of supporters who attend together can do so through the ballot process, and more information on this will be shared in due course.

The 2020/21 Season will see ticket holders receiving an electronic or digital ticket on their mobile device, rather than the usual Season Card. This will avoid personal contact and visits to the ticket office.

Supporters will receive further information in due course on how mobile ticketing will work so that all fans attending London Stadium feel they have all the details they need so that they can get into the stadium safely and smoothly.

To renew online, you will need to be logged in to your West Ham Account, and if you don't have one yet, you will need to create one first.

How it works

1. Go to login.whufc.com
2. Login or create your West Ham Account (see more information on how to create an account below)
3. Check your correct Client Reference Number is linked to your West Ham Account
4. Go to https://www.eticketing.co.uk/whufc to renew your Season Ticket

How to create a West Ham Account

1. Go to login.whufc.com
2. Click 'Create an account' using your email address and enter your details. You will then receive an email with a link to 'Activate your account'
3. Important: Link your Season Ticket Client Reference Number to your new West Ham account. This is important so we can recognise you.

This process takes approximately five minutes. If you are experiencing any difficulties with your West Ham Account, please contact our Supporter Services team on supporterservices@westhamunited.co.uk.

If you’re renewing online for a Group or Network, you will only see your Network details after you’ve signed in with your West Ham Account, and continued through to the Ticketing website.

When creating a West Ham Account for the first time, you will only see your own Client Reference Number in your West Ham Account, and if you’re part of a Group or Network, you will find these details over on our Ticketing website when you begin renewing.

If you are a supporter who is shielding or acting as a personal assistant and you wish to renew your Season Ticket, the Club can offer you the following two options:

• Purchase your seat in the normal way and have exemption from games (on a match by match basis) due to personal medical situation
• Transfer your seat for the 20/21 season and return as a season ticket holder in 21/22. This can be done a like for like basis e.g. adult to adult

You can pay online via eticketing.co.uk/WHUFC 24 hours a day. Alternatively, you can renew by telephone on 0333 030 1966 Monday to Friday 9am to 5pm.

Linking Payments

Payments can be split between Club Cash and debit or credit card online. Supporters wishing to use their Club Cash balance and pay the rest via V12 Finance should contact us by phone prior to 19th August. Please call us on 0333 030 1966.

Payment Plan Options

You can apply to pay by monthly instalments via our partner V12 Season Ticket Finance, with the following options available:

• Ten-month plan – Season ticket renewal price will be divided into 10 equal payments. This plan offers a 6% arrangement fee that will be added to the first instalment. The first instalment will be due on each option 30 days after acceptance.
• Four-month plan – Your Season Ticket renewal price will be divided into four equal payments, with a £30 arrangement fee added to the first instalment.

Applications should be made over the phone. Please have details of your employment and home addresses covering the last six years, and current bank details for a credit check

Club Cash can be generated by the listing and subsequent selling of your Season Ticket seat on our Ticket Exchange system for matches you cannot attend, subject to the match being sold out and Ticket Exchange being activated. The seat must sell for you to receive Club Cash. Club Cash balances can be used to offset Season Ticket renewals or on additional home match tickets, upgrades and on retail items in-store and online. Please note that the ticket exchange is subject to availability in the 20/21 season.

Club Cash Expiration date 31st July 2021

Any existing Club cash prior to June 2020 is non-refundable.

Sell My Seat

Any Club Cash you have earned up to the renewal deadline on 28th August can be used towards your renewal. Any Club Cash not redeemed by this date will remain on your account until 31st July 2021.

By joining this scheme, you will automatically be allocated your Season Ticket seat for all home cup games. When renewing online, you will receive a prompt at checkout stage asking to join. Some Season Ticket holders may be requested to move to alternate seats if the away club take the full cup ticket allocation and therefore, we cannot guarantee a seat for all home cup fixtures. Please note, that this is subject to change due to COVID-19.

An Away Season Ticket guarantees you a ticket for every away Premier League fixture. Away Season Tickets are available on a renewal basis with the deadline of 28th August 2020. Any remaining spaces will be allocated to those on the away scheme waiting list in priority order. To renew or join the waiting list, please call the Ticket Office on 0333 030 1966. Please note, that to renew or join, you must also hold a 2020/21 Season Ticket. Terms and Conditions can be found at eticketing.co.uk/WHUFC. Please note, that Away ticketing allocations may be subject to change for the 20/21 Season.

Relocations will be based on time of renewal, subject to availability, and commence from Tuesday 1st September. You must have renewed your Season Ticket to apply for relocation. Windows will be set by the club, giving the supporter a period during which they can call the Ticket Office to relocate. These shall be communicated on the website and by email. Any change of price band and the resulting price increase brought about by relocation, will be required to be paid by debit or credit card (including Amex) or cash at the time of relocation.

Price band

Subject to availability, you can look at alternate price bands. Any extra payments will be required at the time of moving seats. Any change of price band and resulting price increase brought about by relocation, will be required to be paid by debit or credit card, or cash.

Not at present. Further details will be communicated if this changes.

All home Premier League matches, plus first option on home cup tickets. Supporters who sit in certain areas may not be guaranteed their seat if the away club take their full 15% allocation. You also have access to many exclusive benefits which can be viewed here. Please note, that in the event that matches are played either behind closed doors, or to a reduced capacity, a ballot system will be in operation and any unsuccessful ballot application will result in a refund for that particular missed match. Refunds will be processed within 30 days of the match being played.

Concession

Subject to the Club’s terms and conditions, the Club reserves the right to investigate and request proof of eligibility at their discretion.

Access

For the start of the 2020/21 season, all Season Ticket Holders will receive an e-ticket or digital ticket to gain entry. All season ticket holders should also carry photographic ID which should be presented on entry.

Name change requests are at the discretion of the Club and should be put in writing to the Club by emailing ticketoffice@westhamunited.co.uk. Seats cannot be downgraded.

Concessions

Age-related concessions are available for over-65s, under-21s and under-16s. To qualify, you must meet the following criteria:

An Over 65 ticket applies to a supporter aged 65 or older, on 1st August 2020 (date of birth on or before (01/08/1955)

An Under 21 ticket applies to a supporter aged 20 or younger, on 1st September 2020 (date of birth on or after 01/09/1999)

An Under 16 ticket applies to a supporter aged 15 or younger, on 1st September 2020 (date of birth on or after 01/09/2004)

Accessibility concessions are available if you are able to provide one of the following:

Disability Living Allowance – Higher Rate Mobility or Care

Personal Independence Payment (PIP) – Enhanced Rate Mobility or Daily Living, CVI/BD8

Band 5 option

You will need to renew your Season Ticket for the 2020/21 season. Two-year terms will be available again for the 20/21 and 21/22 season.

Season Ticket Holders in the Bobby Moore lower and Sir Trevor Brooking lower tiers, alongside a small number of Season Ticket Holders in Block 130 have received a direct communication from the Club.

They will have priority to relocate their seat after the renewal period.

The relocation process will open on Tuesday 1st September.

The deadline for renewal is 5pm on Friday 28th August.

Any child aged 14 or above is permitted to sit on their own without having a responsible adult sitting in the adjacent seat. Children aged 13 and under should be sitting adjacent to their responsible adult at all times. The Club will relocate any under-14 that has inadvertently become separated from the adult by whatever means possible at the time of booking, and subject to availability. This may involve moving the responsible adult/s to another block or price band if necessary.

Season Tickets can be transferred for the 20/21 season due to COVID-19, however, downgrades are not permitted.

You can check our Club Cash balance at any time by logging in to your eticketing account, your Club Cash balance is displayed in the menu under your name and client reference number.

Yes, the caller must be able to confirm your client reference number and full contact details. Club Cash can only be used against the Season Ticket it is attached to. Club Cash is non-transferable.