What type of match tickets can I redeem?
We have 5 main types of match tickets:
Grandstand tickets
Grandstand Best view tickets
VIP tickets
Premium VIP tickets
Premium Plus Tickets
Each ticket type comes with a description of the included perks, which may vary depending on the team.
Which matches will I be available to choose from?
We provide a diverse selection of matches that will be regularly updated throughout the season. However, please be aware that not all of our partners' matches will be available for redemption. Therefore, it's crucial to check the match date before redeeming tickets, as our ticket selection is subject to review and updates.
Why aren't all scheduled matches available on Fan Rewards?
The availability of matches on Fan Rewards is influenced by various factors. While we aim to offer a diverse selection, please understand that not all scheduled matches will be available for redemption.
Do I need to provide personal details when redeeming tickets?
When you redeem tickets, we kindly ask for your personal information, including guest details and contact information. These details are essential for us to issue tickets for your match day experiences while ensuring they meet the team and stadium requirements.
Please note that since these tickets are personal and non-transferable, entering incorrect or duplicate details could lead to the reversal or rejection of your Fan Reward redemption. Additionally, you may risk being denied entry to the stadium due to specific rules regarding personal details during the ticket redemption process.
To ensure a seamless experience, please make sure to provide accurate information, including your name and the correct name of your guest. Entering the same name on two tickets will result in the cancellation of your ticket and an automatic refund of your Reward Points.
Why is proof of travel requested?
We require proof of travel from users residing outside the country where the event is hosted as a measure to ensure that the account holder is genuinely planning to attend the match. This helps us maintain the integrity of the ticketing process and ensures that tickets are allocated to those who intend to be present at the event. Please note that failure to provide proof of travel may lead to the non-issuance of tickets and the retention of the Reward Points. This policy is in place to uphold fairness and to prevent any misuse of tickets
When I redeem a ticket on Fan Rewards, how many will I receive?
Unless otherwise stated in the app, you will receive one match ticket. If you wish to redeem more than one ticket, simply select the desired number of tickets during the checkout process.
Please note that for certain items and experiences, there may be limits on the number of tickets you can redeem, and you won't be able to edit the quantity at checkout.
How long before the match will I receive the tickets?
Once your tickets and ticket details are confirmed, they will be processed and sent to your email address within 2 days to a few hours before the event. If you have physical tickets, you can pick them up at a location specified by the team.
Can I give my tickets to someone else?
Tickets cannot be transferred to another person. They are intended for use exclusively by the redeeming Socios.com account holders and their accompanying guests. Any attempt to transfer or resell tickets will result in a ban from future redeems on Fan Rewards.
Can I change my ticket for another match?
All tickets are non-exchangeable, non-transferable and non-refundable.
When attending matches do I need to provide an ID?
Every Country and venue sets its own requirements. Some stadiums may require a form of ID as well as a valid ticket to enter. Please be prepared to provide an ID in these circumstances
Can I bring my young child or family member with me?
Ticketing requirements for children may vary depending on the team and stadium policies. Before redeeming tickets for a match, we strongly recommend checking the specific requirements for entering the stadium where the match will take place.
What are the stadium rules and guidelines when attending a match?
All users are expected to behave in a manner appropriate to their surroundings. No away colours are to be worn in any of the home areas and kindly refrain from making any form of controversial and/or political statements and/or assertions. Maintaining a peaceful and respectful environment for all attendees is of utmost importance. A zero-tolerance policy will be in operation for such behaviour and failure to comply with applicable rules could result in you being asked to leave the stadium and a ban of future redemptions being implemented.
If I am a season ticket holder, can I still redeem a match ticket from Fan Rewards?
Season ticket holders have the opportunity to redeem a match ticket through Fan Rewards. However, to avoid ticket duplication, you must transfer your original season ticket to another person. Please note that if you haven't transferred your season ticket, we won't be able to issue the match ticket you've redeemed.
What happens if I redeem tickets to a match that is eventually postponed or cancelled?
If you redeem a ticket for a match that gets postponed or cancelled due to unforeseen circumstances, we will proactively contact you to inform you of the change. You'll have the option to move your ticket to the rescheduled date if it works for you. If not, we will refund the Reward Points used to redeem the ticket. Please note that any expenses incurred, such as travel or accommodation arrangements, due to event changes outside our control will be your responsibility.
Why is the match displaying an incorrect date and time?
Some match tickets may contain the incorrect match date/time because the fixtures were uploaded on Fan Rewards at the beginning of the season when the calendars were first released. Due to scheduling changes and unforeseen circumstances, it’s possible that the match dates, times, or venues may be altered. To address this, we will regularly review and amend the match details to ensure that we display the most accurate information available.
What is included in hospitality?
In most of our Partner stadiums, hospitality typically encompasses access to both food and beverages. However, it's important to note that the level of hospitality varies across venues, and unlimited drinks may not always be part of the package. This variation is a result of our commitment to social responsibility, ensuring a balanced and enjoyable environment for all attendees.
Why do some banners state “potentially postponed”?
Some banners feature the phrase “potentially postponed” because certain matches are at risk of being rescheduled due to Cup schedules. Where possible, we aim to inform users in advance, allowing them to be aware of the possibility before redeeming tickets.
What happens if a match is suspended before full time?
1. Waiting for Confirmation: We will wait for the club to confirm whether your ticket is valid for the replayed match.
2. Ticket Validity and Availability: If your ticket is valid for the rescheduled match and you are available to attend, you can use the same ticket for entry.
3. Refunds for Unavailable Attendees: If you are unable to attend the rescheduled match, your Reward Points will be partially refunded.
What happens if I am refused entry to the stadium on match day?
Entry to the stadium can be refused in the following scenarios:
User has been banned from the stadium, user is wearing the away colours of the travelling team and his/her tickets are in the home sector.The enforcement of these rules is managed by the respective partner and their safety protocols. Should you be refused entry, please note that Socios.com has no control over this situation. Entry decisions are made by the stadium authorities and are based on their safety and security policies. It is the users responsibility to ensure you are aware of and comply with the stadium's rules and regulations.
What is the difference between Premium and Premium Plus tickets?
The difference between Premium and Premium Plus tickets typically lies in the level of hospitality and additional amenities provided.
While both offer fans a premium experience, the Premium Plus tickets offer a more luxurious and comprehensive experience compared to Premium tickets.
The exact offerings can vary depending on the event or venue
What if something goes wrong with the amenities in the Hospitality Area?
We understand that issues like malfunctioning air conditioning can significantly impact your experience. However, please note that we are not responsible for the management of the Partner’s amenities. Any operational issues, including air conditioning problems or food issues, are under the control of the venue staff. Please note that in these cases we do not provide refunds for issues that are beyond our control.
Why is proof of attendance required for redeeming a parking pass without a match ticket?
To ensure the integrity of Fan Rewards and confirm that parking passes are being used as intended, we will now request proof of attendance from users redeeming a parking pass without a match ticket. This update helps us ensure that all rewards are used directly by the community members they’re intended for. Failure to provide proof of attendance will result in the parking pass not being issued and your Rewards Points will not be returned.