Fan Update email

[JRC]

As a Season Ticket holder, I have just received an email - ostensibly from the club - asking me to reset my password then log in again and check/update my details (to ensure the validity of my account and associated identity). All seems a bit phishy, so I have emailed the club directly for confirmation - but don't expect a quick response; the deadlines for not complying are quite tight, and failure to do so means my ST renewal for next year will be declined (submit photo ID by 31/7, update if needed by 14/8)

Has anyone else received this? Is it just extending the checks already in place for members to ST Holders to weed out the touts etc.? Why a two-step password reset them update process though?

If it is valid - make sure you haven't missed it in your own inbox.

OK - searching the website references Help on Fan Update, but doesn't really lead you into it. The above point about checking your own inbox etc. still applies

Edited July 9, 2020 by JRC

[Hightown Phil]

The password thing is a bit weird, it's literally just a password for that and doesn't do anything else. But it's all above board. Just need to confirm you exist basically, confirm your address and take a photo of your password. Took me maybe five minutes a few days ago. 

[Cunny]

I received the email and know other have as well.

I reset my password but cannot logon to the fan update site. I believe the site is crashing due to too much traffic.

[JRC]

And tbf, they have just got back to me to confirm it is valid very quickly.

The 'check your Inbox/Junk Mail' bit still appplies.

It's not in your My Account section if you just log in to that, afaict.

[Dan]

Won't work for me. Changed my password and then it just crashes when trying to log in again. 

[Cunny]

14 minutes ago, Dan said:

Won't work for me. Changed my password and then it just crashes when trying to log in again. 

same here and others are experiencing the same

[Murphman]

Ditto.

I'm a bit concerned, they've launched the 'armistice' out of the blue giving us the opportunity to nominate another party to the season tickets as a 'one off'. I'm wondering whether photo ID and spot checks might be coming which would cause a big problem for lots of people. To varying degrees a large proportion of ST holders (myself included) don't get to every game. Just giving your ticket to your mate could come with risks.

[Hightown Phil]

You're going to be allowed to nominate people to give it to.

[Dan]

Just now, Hightown Phil said:

You're going to be allowed to nominate people to give it to.

How many people?

[Hightown Phil]

Not totally sure. Maybe five.

[Cunny]

website seems ok now and I have completed my update

[Cam]

Cheers for this JRC. I had just ignored it in my Inbox thinking it was more spam. 

Site seems to be down again. Done the reset password and trying to click through to finalise the update. What do they require - uploading a photo of my passport? 

[JRC]

I believe so - or drivers license. I can't say for sure as I still haven't got that far.

[Cam]

Cheers. Yep, still struggling. 

[Jonesy]

It's still jiggered for me. I select the update link and low and behold I'm still on the same page. 3 2 1 back in the room! 

[Dan]

Still not working for me. Can't even get on the page to change my password now.

Edit: it's worked now.

Edited July 10, 2020 by Dan

[Cam]

Tried to upload my passport three times, it's been rejected each time and now I'm locked out until I speak to someone from the ticketing office. Which is only open Mon to Fri 11an to 3pm. 

F*** off FSG 

[Jonesy]

21 hours ago, Cam said:

Tried to upload my passport three times, it's been rejected each time and now I'm locked out until I speak to someone from the ticketing office. Which is only open Mon to Fri 11an to 3pm. 

F*** off FSG 

Same thing happened with my driving licence.I'm waiting to have my 3rd go!! Useless feckers should have one of those things like the credit card companies have when it takes a pic of your card so you can see it's within the borders etc. I have, or so I have thought, followed the instructions correctly. Black background, no shadow and in focus.....Has it accepted it? Has it buggery!! ha ha

[Jonesy]

I've tried uploading via my pc, tablet and phone .....It's probably me like. I can be as thick as mince sometimes when it comes to following the simplest of instructions. The simplicity bamboozles me!! 

[Cam]

In fairness I didn't read any instructions.  Perhaps that would have been a start.

I'll ring them, hope to get through at some point and then see if I can scan the passport in at work.

[Jonesy]

3 hours ago, Cam said:

In fairness I didn't read any instructions.  Perhaps that would have been a start.

I'll ring them, hope to get through at some point and then see if I can scan the passport in at work.

They want original pics of the documentation. I just gave mine a whirl again on the off chance they'd unlocked it for me. They had. I changed my phone display screen resolution  setting from HD to WQHD and took photo. It uploaded it and went through first time.  So give that a whirl. 

[growler]

Office lens is a great free app from Microsoft. Essentially a scanner for iPhones. Try that for the image. Works well with other systems I’ve used where they need a quality scan of doc. 

[Cam]

1 hour ago, Jonesy said:

They want original pics of the documentation. I just gave mine a whirl again on the off chance they'd unlocked it for me. They had. I changed my phone display screen resolution  setting from HD to WQHD and took photo. It uploaded it and went through first time.  So give that a whirl. 

I'm not unlocked yet - the button just says 'Contact Us' rather than 'Correct' or 'Incorrect' (or whatever it was). But I'll try that if it magically unlocks, cheers.

Tried to get through for much of that 4-hour window.  Many time it just didn't ring.  Other times just cut off after hanging on for ages - the longest being 45 minutes.  Set of ****s.

[Cunny]

I've just got an email back from the club saying "A member of our team has now approved your validation, and no further action is required."

[Cam]

I had 95 minutes ("Mane!!!") on hold on Tuesday and was told loads have been blocked out after 3 attempts even though the system is set up for 6 attempts.  Haven't re-tried yet though.