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Ticket News

Ticketing System Update

Here’s what to expect and some tips for this next release of the new system

25 July 2018

With Saturday’s Watford match on sale as well as our Sky Bet Championship opener against Rotherham United, we wanted to share an update on what to expect now we’ve released new functionality within the Ticketing System, to help answer some anticipated questions.

Your Ticketing Account

To make the switch as easy as possible, we have transferred your past ticketing account to our new ticketing system. You will need a unique email address to buy tickets online. Those without unique email addresses can continue to purchase in person at the Ticket Office or by phone.

Those who purchased Season Tickets and Memberships for the 18/19 season have activated their accounts and generated new passwords – if you haven't done so yet then you can activate your account online here.

Should you have any problems accessing your account for the first time make sure you use the email address we typically contact you with to activate your account. If that doesn’t work please contact the Ticketing Team on or call 0208 847 2511 (Option 1) rather than setting up a new account as you won’t benefit from us moving your history across if you do that.

Shared Email Addresses (i.e. Juniors)

We understand that having a separate email address on some ticketing accounts may not be possible for every single fan, for example where a Junior Season Ticket Holder shares an email with an Adult Season Ticket Holder.

For these fans, we understand that a separate ticketing account is not appropriate.  Please do not provide a separate email address for these fans – you will be able to continue buying tickets for them through your ticketing account - just add them in via the Friends and Family section of your account.

This really applies to the youngest of fans. To ensure that relevant communications and receipts for purchases made are received under a junior account, then a unique address for your junior would assist.

Friends & Family

Unfortunately, we weren’t able to move your friends and family connections across to the new ticketing system. Those that have activated their accounts may have already added these people into their new ticketing account.

For those that haven’t activated their account you will still need to add in your friends and family, it’s fairly simple as long as you have their Fan Number and email address. You’ll need to do this in order to allocate the additional tickets you purchase and ensure that TAPs are allocated accordingly.

Ticketing Purchase History

From your previous ticketing account, we have an indicator of your past purchases, rather than individual transactions – so we have registered whether you’ve been a Season Ticket Holder, Member, or Match Ticket purchaser for the past six seasons, which is as far back as we’ve been recording this detail.

This ensures that you will be able to purchase restricted match tickets using the account that we’ve moved across. It will also be relevant when we commence selling tickets for the new stadium. 

Ticket Access Points (TAPs)

Adding these into your accounts is still to come, we’ll ensure these are displayed over the coming weeks, well before they’re needed!


For the initial launch we chose to keep it simple and match the Season Ticket microsite. This was specifically to reduce the risk of fans going to the wrong site to buy, given that we had two ticketing sites running at the same time. The new system now matches and will evolve as we develop it further, introducing more functionality.

System emails (i.e. purchase receipt)

We are refining these across the coming weeks, due to the limited release of the system we’ve kept these to a minimum which admittedly has been a bit confusing for some.

Brentford Cards

There’s no change to this process despite changing ticketing systems, as follows:

  • Renewing fans – 17/18 Season Tickets Holders and Members that have renewed will not be receiving new cards, their cards from last season will be reactivated ahead of the Rotherham match, unless there has been a change to age bands or seats details.
  • New purchasers – we have started printing these this week and expect these to start landing on peoples doorsteps from 31 July 

We’d like to thank those of you who have encountered challenges through the Season Ticket and Membership buying process for getting in touch with the Ticketing Team directly ( It’s enabled them to investigate the few issues we’d had to either explain the process, and/or correct any of the issues encountered swiftly.

See you at Griffin Park soon.

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