2014-15 Season Tickets FAQ
My date of birth, or the date of birth of one of my friends and family is wrong and I can't edit itBecause the club's online system uses dates of birth to automatically calculate concession prices, you need to have the date of birth ID verified with the Ticket Office. Please email email@example.com quoting the client reference number of the person concerned.
You will also need to provide a copy of either a current passport or driving licence as proof of the date of birth; if neither is available then a copy of a birth certificate is acceptable, providing it is accompanied by a recently taken passport-style photograph. The records will be amended accordingly, and an acknowledgement sent if requested.
I have paid to have my season tickets delivered by courier but because one of the tickets is a concession the Ticket Office won't send them out
The Ticket Office will only issue your tickets when the appropriate ID confirmation (see above), has been received in respect of any ticket purchased at an age-related concession price.
I have provided proof of age before and the Ticket Office should already have it on file
On some occasions, forms of proof of ID submitted have not been of the appropriate type, such as an expired passport or picture-card driving licence. In these circumstances, it is therefore advisable to contact the Ticket Office to establish the form of ID required.
What ID is suitable for proof of date of birth and identity?
The appropriate ID for confirming date of birth and identity is a copy of either a current, in-date passport or picture-card driving licence; where neither of these is available, a copy birth certificate is acceptable providing it is accompanied by a recently taken passport-style photograph.
I do not know my client reference number
If you are already a season ticket-holder, your client reference number appears on your existing season ticket, inside the front cover of the book. Non-season ticket-holders should contact the Ticket Office with details of their name and address. If their names are not already on the club's database, a new account will be created for them at that time.
The friend or family member I want to buy for is not already registered on the ticketing system
If you or someone else you are buying a season ticket for is not registered on the system, you can register that person by clicking the register button. Please only create new accounts for people who are not already on the system, otherwise creating additional accounts may affect their ability to buy prioritised tickets in the future.
I want to buy my season ticket online but have not bought tickets before and am therefore not registered on the ticketing system
There is a 'register' button, on the top right of the main online ticket page. Please click here and fill in all the required information. Once you have completed the registration process you will be assigned a new client reference number and then be able to buy tickets online.
I have tried to activate my account, and it isn't working
The ticket system has the last recorded address you will have used to purchase tickets. To activate your account you must enter the client reference number, surname and post code the system has recorded. If you have moved house, or changed surname without amending your details, you must enter your old details and you will be able to update these once you have gone though the initial log in stage.
I want to buy two (or more) season tickets next to each other and it won't let me
If you would like to buy multiple tickets next to each other you must ensure that the people you are buying these tickets for have valid client reference numbers and are already registered on the system. You must also add them to your 'Friends and Family' section. Once you have done this all names become available when you are selecting seats to purchase.
If you have any other queries, please e-mail these to firstname.lastname@example.org or call 0115 982 4388.
Why did I get charged adult match price for my son who is 17, when for a league fixture this is a junior price?
Nottingham Forest Football Club decide their own structure in relation to league matches, issuing tickets for those aged between 4 and 17 at a junior rate, as well as discounts for registered students aged under 25. However, prices for Cup competition matches are subject to different rules, due to multiple parties having to agree to the pricing structure. Both the Clubs, and the Football Association have to agree pricing levels.
Phone Queue Lengths:
The Club operates a 50 call queue length, which at times can result in callers waiting for a lengthy period before getting through to the Ticket Office. In a direct response to feedback from supporters the Club is cutting the queue length to 25, so that once supporters are in the queue they will not have as long to wait. However, the downside is that less people will be able to get into the queue, but the Club feel it is more important to reduce the time someone has to wait. It is physically impossible to add more operators due to available office space and the telephone network. This is why the Club may use a call centre on higher demand occasions as they have more lines available, so that they can process a higher volume of calls in a short period of time. The Club would also like to stress to supporters to have their purchase information and method of payment to hand once in the queue. The Club experiences a lot of issues from supporters who, once they get through to speak to an operator, don't have the details of who else they were buying tickets for, especially client reference numbers which are essential in dealing speedily with calls. So instead of transactions taking 5 minutes, they often end up taking 15 minutes or more, thus resulting in the queue moving slower.
Queuing times on match day:
Queuing times on a match vary from game to game, but the Club strongly advises supporters to avoid match day queues by purchasing tickets in advance by phone or online; this also avoids an additional charge of £2 per ticket being added to the transaction for tickets purchased on the day of the match.
What's the £1 administration charge for?
£1 is added to any ticket transaction when using a telephone service or buying online. This charge covers stationery and postage costs.
The Club received a lot of queries regarding the information on its website and how it was unclear and confusing, some supporters also commented that the information had changed causing additional confusion. The Club did not make any significant changes, but due to the volume of information we can understand why supporters might have thought that. We have made the information on ticketing more precise and direct. New links have been created to navigate around the website easier and this Q and A section should help with more specific questions previously asked. When the Club decides on ticketing arrangements, they will always be subject to change as situations can vary.
Online tickets - IE8 compatibility issue:
There is a known issue with using IE8 as the web browser when accessing online tickets. It will work but please press the 'compatibility view' button before logging into the account then the stadium view will load without any problems. If you do not press the 'compatibility view' button or press it after logging in then the problem is present.