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General view outside the stadium prior to the Emirates FA Cup Third Round match between Arsenal and Liverpool at Emirates Stadium on January 07, 20...
LONDON, ENGLAND - JANUARY 07: General view outside the stadium prior to the Emirates FA Cup Third Round match between Arsenal and Liverpool at Emirates Stadium on January 07, 2024 in London, England. Arsenal wear an all-white kit at home, for the first time in the club's history, in support of the 'No More Red' campaign against knife crime and youth violence. (Photo by Shaun Botterill/Getty Images)

Arsenal digital ticket not working? Matchday fixes

Alan Knowles-Best
Alan Knowles-Best

What to Do When Your Arsenal Digital Ticket Fails

Entry to Emirates Stadium is by digital pass only, so a pass that won’t load or scan can hold you up on matchday. Most problems can be fixed with a few checks, and Arsenal has staff on site to help with the rest.

This guide uses the club’s own help pages. Procedures can change, so check the Arsenal Help Center before the game.

Why Arriving Prepared Is So Important

Ever stood outside a ground wondering if you’ll make kick-off?

In August 2023, a turnstile fault left an estimated 35,000 people in that position before the Nottingham Forest game. Arsenal said everyone got in before the revised start, but the ones who arrived early had the least stress.

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Before You Leave Home

Make sure your phone is charged and your digital pass is downloaded to your phone’s wallet before arriving at the stadium. Do this a day or two ahead, not on the way to the ground.

  • Check that the pass is in your wallet. You can view it in Google Wallet on Android or Apple Wallet on iPhone. The pass shows your seat and entrance details, so check them before you arrive.
  • Don’t expect the pass to update early. Season Ticket Holders’ passes should update automatically after each game, while member passes update about one week before the game.
  • Know when to contact the club. If your pass hasn’t been updated by the working day before the game, contact Fan Services through the Inquiry Form and choose the Digital Pass option.

Arsenal says you don’t need Wi-Fi or signal on matchday as long as the pass is already in your wallet.

Wallet and Device Checks

If the pass is missing or shows the wrong game, work through these steps.

iPhone

  1. Turn on automatic updates. Open your pass in Apple Wallet, tap the three dots, then Pass Details. Make sure automatic updates are on. If they already are, switch them off and on again.
  1. Look for hidden or expired passes. Scroll to the bottom of Apple Wallet, open hidden passes, select your pass, and tap Unhide. You can also go to Settings, then Wallet & Apple Pay, and turn off Hide Expired Passes.

Android

  1. Restart or re-add the pass. Arsenal says automatic updates should be on by default. If the pass hasn’t updated, turn your phone off and on again, or remove the pass and download it again through the Arsenal App.
  1. Use the barcode if the game details are wrong. If your pass shows a previous game or no seat details, all Android digital passes have a barcode on the back that updates every 20 seconds. Arsenal says you can use it to enter.

Sharing a ticket

  1. Don’t forward the pass itself. You cannot forward a ticket within Apple Wallet or Google Pay, and you should never give your login details to anyone else.
  1. Use Ticket Transfer if you’re a Season Ticket Holder. The recipient needs a free Arsenal account but doesn’t need to be a paid member. Once they accept, they receive a PDF and a digital ticket by email.

At the Turnstile

Arsenal’s steps for scanning are short:

  1. Open your wallet as you reach the turnstile and load the pass.
  2. Hold the back of your phone against the NFC logo at the top of the turnstile reader.
  3. Keep the phone still until the turnstile responds.
  4. Refresh the pass if nothing happens. If the turnstile does not respond, close the ticket and reopen it.
  5. Wait for the green light, then go through.

A second tip from the club:

If you’re having trouble scanning, remove the phone case and try again.

If the pass still won’t scan, don’t keep trying at a busy gate. Arsenal says to visit the Digital Ticketing Help Center, which is across from Turnstile A, or the Matchday Box Office, next to the Armory. Before matchday, use the Fan Services Inquiry Form.

Takeaways

Before you enter the stadium, ensure that:

  1. The pass is saved in your wallet, with the correct fixture and seat showing.
  2. Phone is fully charged.
  3. iPhone users: Automatic Updates are on.
  4. You know the way to the Digital Ticketing Help Center (across from Turnstile A).
  5. You’ve left time to fix any problem before kick-off.
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