Match-by-Match Digital Ticketing FAQs

Purchased ticket(s)

If you're purchasing tickets on a match-by-match basis, you can access your match ticket via the Brentford FC Official app.

After you purchase your ticket, it will appear in the ticketing hub on the Brentford FC Official app closer to the fixture. It won’t show straight away, but we’ll notify you as soon as it’s ready to view and download to your mobile wallet.

To view your ticket, follow the steps in this guide:

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(Match-by-match tickets) How to access and download your digital match ticket

View how-to guide PDF

If you've purchased multiple tickets and assigned them to Friends & Family Network members at basket, each person will need to follow the steps above to access their own individual ticket.

We strongly recommend that all supporters download their digital ticket to their Apple or Google Wallet and keep it saved on their mobile device before arriving at the stadium.

Ticket(s) received via ticket forward

If you have been forwarded a ticket, you must accept it via the Brentford FC ticketing site.

As the recipient of the ticket, you will receive an email notification prompting you to accept the ticket.

Alternatively, you can accept it online.

• Log in at eticketing.co.uk/brentfordfc or via the Ticketing Hub in the Brentford FC Official app.

• Tap the profile icon in the top-right corner.

• Select ‘View Account Menu’.

• Tap ‘Ticketing’.

• Choose ‘Forwarded Tickets’.

• Tap ‘Accept’ on the relevant ticket.

Once accepted, the ticket will be available to view and use in the ticketing hub within the Brentford FC Official app.

After you purchase your ticket, it will appear in the ticketing hub on the Brentford FC Official App closer to the fixture. It won’t show straight away, but we’ll notify you as soon as it’s ready to view and download to your mobile wallet.

Ticket received via ticket transfer

As the recipient, you will receive an email with your digital ticket. Please remember to download it to your Apple Wallet or Google Wallet in advance to ensure smooth access on matchday.

Please note, only premium seat holders can transfer their ticket. Season ticket holders and members can forward their ticket.

Members should follow these guides for information on how to download and access their digital match-by-match ticket.

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(Match-by-match tickets) How to access and download your digital match ticket v5

View how-to guide PDF

Please note that you won't see any tickets in your account yet. Any purchased tickets, or season tickets will appear in the ticketing hub on the Brentford FC Official App closer to the start of the season. We’ll notify you as soon as it’s ready to view and download to your mobile wallet.

If you are the lead booker and have purchased for a junior, all tickets will be available on your device. Lead bookers will be able to access junior tickets in the Brentford FC Official App prior to the start of the season. We’ll notify you when your junior tickets are available in your account. Please note, once a ticket is downloaded to a device, it can’t be downloaded to another device. Make sure you download it to the device you plan to use at the stadium.

If you are the lead booker and have purchased a ticket for a junior, you will be able to access and download their ticket to your own mobile device.

You will be able to:

• View their ticket in your Ticketing Hub within the Brentford FC Official app.

• Download their ticket to your Apple Wallet or Google Wallet.

• Use your device to scan your own ticket and your junior’s ticket on matchday.

Need a physical ticket instead?

If you require a physical ticket, you can collect one from the Brentford FC box office and show valid ID to confirm you are the correct recipient.

The box office is open 2 hours and 30 minutes before kick-off on matchdays and remains open until half-time. View full opening hours here.

If you’ve purchased a ticket for someone (over 18) in your friends and family network who has a Brentford FC ticketing account but does not have a mobile device, they should collect a physical ticket from the Brentford FC box office and show valid ID to confirm they are the correct recipient.

The box office is open 2 hours and 30 minutes before kick-off on matchdays and remains open until half-time. View full opening hours here.

If they are a junior, you can download their ticket to your own device. As the lead booker, you can access and download all tickets you have purchased for under 18s to your own mobile device via the Brentford FC Official app.

• Log in to your Brentford FC ticketing account (as the lead booker).

• Go to the Ticketing Hub.

• Select ‘Access Tickets’.

• Choose the relevant fixture.

• Tap ‘Add to Apple Wallet’ or ‘Add to Google Wallet’.

• Once downloaded to your device, you can use your phone to scan in your own ticket and any U18 guest tickets on matchday.

Once you’ve downloaded your digital match ticket, you can access your ticket at any time in one of the following ways:

• Apple Wallet (iPhone) or Google Wallet (Android): Open the Brentford FC Official app on your phone to view your digital ticket.

• Brentford FC Official app: Log in to your account, go to the ticketing hub, then select ‘Access Tickets'. View our step-by-step guide below.

View how-to guide PDF

No. Due to the secure format of digital ticketing, you cannot print or screenshot your ticket for entry.

Instead, your digital match ticket will be accessible on your mobile device. If you're unable to attend a match, you can forward your ticket to someone else through your online account. View more on forwarding tickets in our members’ 'ticket forwarding' FAQs below.

Yes. My Bees members can forward their digital ticket to someone in their Friends & Family Network who is a member and meets the on-sale TAPs eligibility criteria.

For full details, please see the FAQ ‘who can I forward my digital match ticket to?’ under the 'ticket forwarding' section below to find out more.

If you change phones, you’ll need to remove the digital ticket from your old device before re-downloading it on your new one.

If you receive an error stating that your ticket has already been downloaded, please contact the box office who will be able to assist you.

Any purchased tickets, or season tickets will appear in the ticketing hub on the Brentford FC Official App closer to the start of the season. We’ll notify you as soon as it’s ready to view and download to your mobile wallet.

To re-download your digital ticket to your mobile device, see our step-by-step guide on How to access/download your digital ticket:

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(Match-by-match tickets) How to access and download your digital match ticket

View how-to guide PDF

If you are unable to locate or re-download your pass, please email the box office at [email protected] or call on 0333 005 8521.

We strongly recommend ensuring your phone is fully charged before setting off for the match. If your battery does run out, head to the Brentford FC box office. We’ll have self-service charging stations available so you can power your phone and access your ticket.

Alternatively, you can collect a physical ticket from the Brentford FC box office and show valid ID to confirm they are the correct recipient.

The box office is open 2 hours and 30 minutes before kick-off on matchdays and remains open until half-time. View full opening hours here.

If your ticket is saved in your Apple Wallet or Google Wallet before you arrive, you won’t need internet connection on your phone to scan your ticket. Please ensure your device is charged and ready to scan at the turnstiles.

If you haven’t added your digital match ticket to your wallet, you’ll need mobile reception to access it via the Brentford FC Official app. For this reason, we strongly recommend downloading your ticket to your Apple Wallet or Google Wallet ahead of matchday.

To ensure you can enter through the turnstiles on matchday, please make sure:

1. NFC is enabled on your device (Settings → Connected Devices → NFC)

2. Google Wallet is set as your default contactless payment app (Settings → NFC & contactless payments → Contactless payments → choose Google Wallet)

If those are active and it's still not working:

• Check for recent system or app updates

  • Some users have noticed NFC issues after updates, which may resolve with subsequent security patches

• Look out for any routines or automations

  • Like turning NFC on/off when opening or closing the Wallet app—disabling these has fixed the issue in some cases

Delete the app and reinstall it. When going through the setup process again, follow one of the scenarios below to avoid getting stuck in a location permissions loop: 

Situation 1: Allowing no location at all 

Pop up 1: Select Cancel for foreground location 

This takes you to the login page. Not allowing foreground location also means the app cannot request background location. 

Situation 2: Allow Foreground, Deny Background 

Pop-up 1: Select OK. 

Pop-up 2: You’ll be directed to a screen where you can choose "While using the app," "Only this time," or "Don't allow." Selecting "Don't allow" moves you forward. 

Pop-up 3: After choosing "While using the app" or "Only this time," you'll be prompted for background location. To deny it, select Cancel — this moves you to the login page. 

Situation 3: Allow Foreground, Allow Background 

Pop-up 1: Select

OK. Pop-up 2: You'll be directed to a screen where you can choose "While using the app," "Only this time," or "Don't allow." Selecting "Don't allow" moves you forward.

Pop-up 3: After selecting "While using the app" or "Only this time," you'll be prompted for background location. 

Pop-up 4: After selecting OK for background location, you’ll see Image #1. 

• At this point, the app expects you to set the permission to "Allow all the time", as that is what "background location" requires. 

Pop-up 5: If you do not change the permission to "Allow all the time" after selecting OK, you may get stuck in a loop as the app thinks you've agreed to background location but the device hasn't granted it. This situation is shown in Image #2. 

Pop-up 6: Once you select "Allow all the time," you'll be taken to the login page. 

If your digital match ticket appears as expired in your phone’s wallet, don’t worry - your ticket should still work at the turnstiles as long as:

• You’re using the latest version of your digital ticket.

• You haven’t forwarded or re-sold your ticket via ticket forwarding or the ticket exchange.

How to restore a hidden or expired digital match ticket

iPhone (Apple Wallet) users

If your ticket is showing as expired or has disappeared from view, try the following:

1. Open your Apple Wallet.

2. Scroll down and tap “View Expired Passes” (you may need to scroll if you have many passes).

3. Select your Brentford FC pass, then tap “Unhide”.

4. Return to the main wallet screen - your pass should now be visible again.

Android (Google Wallet) users

If your ticket shows as “expired” in Google Wallet:

• If hasn’t been forwarded on or re-sold, it will still scan correctly at the stadium.

• Your ticket is uniquely linked to your account and seat and remains valid for access.

As an alternative, you can also view your digital match ticket in the Brentford FC Official app. Just log in to your account, head to the ticketing hub, select “view Digital Ticket” - your ticket will appear on the digital ticketing homepage ahead of the fixture.

If you're experiencing issues downloading your ticket, please try the troubleshooting tips below:

For Apple (iPhone) users

• Tap ‘Apple Wallet’ when prompted (not ‘Google Wallet’).

• Check if the ticket has already been downloaded.

• Make sure mobile data is turned on.

• In your browser settings, ensure the following:

  • “Block Cookies” is turned off.

  • “Block Pop-ups” is turned off.

• Under ‘Downloads’, select ‘On My iPhone’ rather than ‘iCloud Drive’.

• Try restarting your phone.

• If you're using a work phone, security settings may block downloads.

For Android users

• Tap ‘Google Wallet’ when prompted (not ‘Apple Wallet’).

• Ensure the Google Wallet app is installed on your device.

• Check if the pass or ticket has already been downloaded.

• Set your default browser to Google Chrome.

• Samsung users: you may need to set Google Wallet as the default wallet app.

• Make sure mobile data is turned on.

• Check your browser or phone settings to ensure pop-up blockers are disabled.

• Try restarting your phone.

• If you're using a work phone, certain links or attachments may be restricted.

As an alternative, you can also view your ticket in the Brentford FC Official app. Just log in to your account, head to the ticketing hub, select “View Digital Ticket” - your ticket will appear on the digital ticket homepage ahead of the fixture.

If you are still having trouble accessing your ticket, please email the box office at [email protected] or call on 0333 005 8521.

To successfully download your ticket, the email address linked to your Google Wallet must match the Gmail address used to receive your ticket.

If the email addresses don’t match, the ticket may not download correctly.

How to check your email address associated with your Google Wallet

1. Open the Google Wallet app on your mobile device.

2. Tap the profile icon in the top-right corner.

3. Your active Google Wallet email address will appear at the top of the screen.

For Premier League fixtures, My Bees members will be able to forward their match ticket to anyone within their Friends & Family Network who meet the on-sale eligibility criteria.

• For Category A* fixtures

  • My Bees members will be able to forward their match ticket to anyone in their Friends & Family Network who is a member and meets the TAPs criteria.

  • E.g. Liverpool (H) – the recipient of the forwarded ticket must be a member and have 100+ TAPs.

• For Category A fixtures

  • My Bees members will be able to forward their match ticket to anyone in their Friends & Family Network who is a member and meets the TAPs criteria.

  • E.g. West Ham (H) – the recipient of the forwarded ticket must be a member and have 40+ TAPs.

• For Category B fixtures

  • My Bees members will be able to forward their ticket to anyone in their Friends & Family Network with a membership.

• For ‘Friends & Family pass’ fixtures

  • My Bees members can forward their ticket(s) to anyone in their Friends & Family Network, including when they wish to pass the extra ticket to a friend.

Before you begin, please ensure that the recipient:

• Has their own Brentford FC ticketing account and fan number,

• Is added to your Friends & Family Network, and

• Meets the eligibility criteria for the chosen game/category (see above).

To forward your ticket:

Please view our how-to guide here:

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(Match-by match tickets) How to forward your ticket on the app

View how-to guide PDF

View our Ticket Upgrade FAQs for more information.

All forwarded tickets must be accepted by the recipient via the Brentford FC ticketing site.

The recipient will receive an email notification prompting them to accept the ticket.

Alternatively, the recipient can go online and accept the ticket:

• Log in at eticketing.co.uk/brentfordfc or via the Ticketing Hub in the Brentford FC Official app.

• Tap the profile icon in the top-right corner.

• Select ‘View Account Menu’.

• Tap ‘Ticketing’.

• Choose ‘Forwarded Tickets’.

• Tap ‘Accept’ on the relevant ticket.

Once accepted, the ticket will be available to view and use in the Ticketing Hub within the Brentford FC Official app.

If the person receiving the forwarded ticket doesn’t have access to a mobile device, they’ll need to collect a physical ticket from the Brentford FC box office and show valid ID to confirm they are the correct recipient.

The box office is open 2 hours and 30 minutes before kick-off on matchdays and remains open until half-time. View full opening hours here.

If the recipient has not yet accepted your forwarded ticket, you can cancel the pending offer through your e-ticketing account.

However, once the ticket has been accepted, it cannot be undone.

Yes. If your ticket hasn’t been accepted by the recipient, it remains valid for you to use at the game.

If your ticket has been declined, it’s still valid for you to use.

You also have the option to forward it to someone else from your Friends & Family Network who meets the eligibility criteria.

Yes, accessible seating can be forwarded. If a disabled supporter is attending a match and receives a Personal Assistant (PA) ticket, they may forward that PA ticket to their assistant for the fixture.

If a disabled supporter is no longer able to attend a fixture, they can forward their own ticket to someone in their Friends & Family Network, provided that person is a member and meets the required TAPs criteria. In this case, the PA ticket must be upgraded to a paid ticket before it can be used, as PA tickets are issued solely to support the access requirements of the disabled supporter they are associated to.

My Bees members will be able to upgrade their match ticket to anyone within their Friends & Family Networkwho meets the on-sale eligibility criteria.

• For Category A* fixtures

  • My Bees members will be able to upgrade their match ticket for anyone in their Friends & Family Network who is a member and meets the TAPs criteria.

  • E.g. Liverpool (H) – the recipient of the upgraded ticket must be a member and have 100+ TAPs.

• For Category A fixtures

  • My Bees members will be able to upgrade their match ticket for anyone in their Friends & Family Network who is a member and meets the TAPs criteria.

  • E.g. West Ham (H) – the recipient of the upgraded ticket must be a member and have 40+ TAPs.

• For Category B fixtures

  • My Bees members will be able to upgrade their ticket for anyone in their Friends & Family Network with a membership.

• For 'Friends & Family access’ fixtures

  • My Bees Members can upgrade their ticket(s) for anyone in their Friends & Family Network, including when they wish to pass the extra ticket to a friend.

Before you begin, please ensure that the recipient:

• Has their own Brentford FC ticketing account and fan number,

• Is added to your Friends & Family Network, and

• Meets the eligibility criteria (outlined above).

To upgrade your ticket, please follow the steps here:

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How to upgrade your ticket from concession to adult

View how-to guide PDF

Important Notes

• If the recipient hasn’t yet accepted the ticket, you can cancel the request.

• Once accepted, the ticket cannot be recalled or reversed.

• Upgraded tickets must be accepted and paid for in order to be valid for entry.

All upgraded tickets must be accepted by the recipient, who will also need to pay the upgrade fee, by following the steps on the Brentford FC ticketing site.

The recipient will receive an email notification prompting them to accept the ticket.

Alternatively, they can accept it directly online by following these steps:

• Log in at eticketing.co.uk/brentfordfc or via the Ticketing Hub in the Brentford FC Official app.

• Tap the profile icon in the top-right corner.

• Select ‘View Account Menu’.

• Tap ‘Ticketing’.

• Choose ‘Upgraded Tickets’.

• Tap ‘Accept’ on the relevant ticket.

Once accepted, the ticket will be available to view and use in the Ticketing Hub within the Brentford FC Official app.

If the person receiving the upgraded ticket doesn’t have access to a mobile device, they’ll need to collect a physical ticket from the Brentford FC box office and show valid ID to confirm they are the correct recipient.

The box office is open 2 hours and 30 minutes before kick-off on matchdays and remains open until half-time. View full opening hours here.

If the recipient has not yet accepted your upgraded ticket, you can cancel the pending offer through your e-ticketing account.

However, once the ticket has been accepted, it cannot be undone.

Yes. If your ticket hasn’t been accepted by the recipient, it remains valid for you to use at the game.

If your ticket has been declined, it’s still valid for you to use.

You also have the option to either:

• Upgrade it or forward to someone else from your Friends & Family Network, or

• List it on the ticket exchange for resale.

Yes, supporters can upgrade their own tickets for accessible seating directly online using the ticket upgrade feature. For instructions, please visit (How do I upgrade a ticket). However, if a disabled supporter is no longer able to attend and wishes to upgrade their free Personal Assistant ticket, they will need to contact the Box Office for assistance at [email protected] or call 0333 005 8521.

We do not offer downgrades. The concession will be able to use the adult ticket to enter the stadium, so the ticket should simply be forwarded as an adult.

The upgrade fee is paid by the person accepting the ticket at the time they accept the upgrade.