Wembley Membership Renewal FAQ's

How do I renew online?
Please select one of the following links:

  • Junior Membership Click here
  • Lillywhire Membership Click here
  • Bronze Membership Click here

 

How does the renewal process work?
Log in to renew now and type in your Client Reference Number and password. Alternatively call the Ticket Office having your Client Reference number to hand on 0344 844 0102 (option 1).
Please note that for Bronze Members a £1.50 booking fee will be charged for the renewals taken online and a £1.75 charge for renewals by telephone. Phone lines are open Monday to Friday 8am - 8pm and Saturday to Sunday 8am - 6pm.

What is the closing date for renewal?
All Members have until 5pm on Friday 12 May 2017 to retain your loyalty Points previously earned. Additionally Bronze Members have the same period of time ensure their place on the Season Ticket Waiting List, in addition to keeping Loyalty Points previously earned. Please note that this deadline is not flexible and no exceptions can be made.

What if I was a Junior One Hotspur Member this season and am now too old for that category for the 2017/2018 Season?
We will automatically move anyone with a date of birth before 16 August 2001 into Young Adult Lilywhite or Bronze tier at a concession price! This membership is exclusive to 16 and 17 year olds. Young Adults within this age category will receive a renewal pack detailing all adult membership benefits but importantly information on access to match tickets at the same concession price as a junior, subject to availability

How do I become a Season Ticket Holder?
As a One Hotspur Bronze Member you are automatically allocated a place on our Season Ticket Waiting List. When the opportunity becomes available for you to purchase a Season Ticket, you will be contacted directly by the Club with all the information you will need to make your decision. If you do not elect to take up a Season Ticket at that point, you will retain your position on the Season Ticket Waiting List provided your One Hotspur Bronze membership is kept up to date and renewed every season. In this event, the Bronze membership fee paid for 2017/2018 Season will be refunded. *Details for Season Tickets at our new stadium and at Wembley Stadium will be communicated as soon as they are available. You can view your current position on the Season Ticket Waiting List by logging in to your eTicketing account. Details on how to do this can be found here

 

How can I upgrade to a One Hotspur Bronze membership? 
One Hotspur Lilywhite Members may upgrade to Bronze at any time during the season. Once the season has commenced no extra loyalty points will be awarded for doing so, with the exception of those earned from the Cup Ties attended. To upgrade your membership please contact the ticket office on 0344 844 0102 (Option 2). Lines are open from Monday to Friday, from 9.30am until 5pm. To renew your Junior membership and retain your place on the Season Ticket Waiting List (Bronze Members only), in addition to keeping any Loyalty Points earned, you must renew by 5pm Friday 12 May.

What are the Senior and Yong Adult membership Tiers? 
If the person you are purchasing Membership for is either a junior or Senior Citizen you will need to select the appropriate category of Membership in order to proceed. Members with a date of birth before 16 August 2001 will qualify for a young adult concessionary price. Supporters aged 65 and over as of August 16, 2017 are eligible for Senior Citizen Membership.

I pay by Direct Debit. Do I need to do anything next season? 
IMPORTANT INFORMATION - Please note that no action is required at this time and that your membership fee will be automatically debited from your account on Monday 8 May. Shortly after this date you will receive an email confirmation when your Direct Debit has been processed successfully. Should there be any issues with your Direct Debit payment; an email will be sent to notify you of what action you need to take to ensure that your membership is renewed for next season.

Please ensure that your Direct Debit Instruction is still active with your bank. If your instruction has been cancelled please ask your bank to re-activate the instruction to ensure your membership continues for the 2017/2018 Season. If you cancel the Direct Debit arrangement you will need to renew again by standard payment options before the renewal deadline date on Friday 12 May to ensure that your membership is renewed and all Loyalty Points and Season Ticket Waiting List position are maintained.

If you do not want to renew for next season please contact the Club via email or letter with your Client Reference Number by Friday 28 April. Please contact your bank to cancel your Direct Debit Instruction.

*A £1.50 booking fee will apply with Direct Debit renewals (UK only)

I am interested in renewing by Direct Debit. What do I need to do to set this us? 
By selecting ‘ANNUAL DIRECT DEBIT’ when you are online as a payment method, you will see the special lower discount price applied. If renewing by phone, simply advise the phone operator that you wish to pay by Direct Debit and they will apply the special lower discount price. If you chose to renew by Direct Debit* you will receive an email confirmation when your Direct Debit has gone through successfully. Should there be any issues with your direct debit payment; an email will be sent to notify you of what action you need to take to ensure that your membership goes through for next season.

LOYALTY POINTS

How does the Loyalty Points System work? 
The loyalty point system ensures those supporters that continue to regularly attend matches are recognised when we come to allocate tickets for the most popular matches away from Wembley Stadium or if we achieve the latter stages of Cup competitions. The points total held by One Hotspur Season Ticket, Bronze and Lilywhite Members will consist of the points gained in the previous four full seasons, as well as the current campaign. For example, for the start of the 2017/2018 Season the points gained for continuous membership will be totalled for the following seasons:

  • 2013/2014
  • 2014/2015
  • 2015/2016
  • 2016/2017

In addition, this total will be added to any points gained during the 2017/2018 Season.

At the end of next season, any points from 2013/2014 Season will fall away to be replaced by points gained during the 2017/2018 season and also through the forthcoming 2018/2019 Season.  
By having this ‘rolling’ system we are looking to show recognition to those supporters that have continued to maintain the most active match attendance records over a number of years. At the same time this alteration will ensure that supporters who gained a large number of loyalty points a number of years ago but are no longer able to attend matches as frequently do not maintain an unfair advantage in terms of access to tickets to the most attractive matches. As a result of these alterations, supporters who were One Hotspur Season Ticket, Bronze and Lilywhite Members prior to 2012/2013 will see their loyalty point totals drop. However, this will be the same for everyone, and new totals will reflect the continued active support over the last four full seasons. As an aide to supporters wishing to apply for away matches, and to assess the potential for their access to tickets, we also publish a Loyalty Point Table on the Club website. There are separate tables for One Hotspur Season Ticket, Bronze and Lilywhite Members and will show how many supporters there are in different loyalty point brackets. It is hoped that this level of information and transparency allows supporters to be fully informed prior to making applications for away matches.

MEMBERS WITH DISABILITES OR ACCESS REQUIREMENTS
Please note that there is no difference in the renewal process for One Hotspur Bronze Members with disabilities or access requirements. Please renew your membership as indicated above before the deadline to ensure your membership does not lapse. Details of the ticket application and purchase process will be announced in due course.

UPDATE YOUR DETAILS

How do I change my personal/contact details? 
It is really important that we have all your correct contact information, particularly if you are setup by Direct Debit to ensure your payment details are up-to-date and still valid. You can manage your account online through e-tickets. Simply log in using your Client Reference Number and password. On the right panel click 'MY ACCOUNT' then click 'UPDATE DETAILS'. A step by step guide on how to update your details can be found here

 

 

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