Digital Tickets / Season / Memberships Troubleshooting Guide
Ticketmaster Sport uses integrated apps on Google Android and Apple iOS devices Google Pay/Wallet and Apple Pay respectively. This means that no additional app is required to be downloaded by supporters to have a digital match ticket, season, or membership card.
In some instances, users may experience issues when downloading this from the email that has been sent. The following are some troubleshooting tips to try:
Apple Users
- Check that your phone and apps are up to date with the latest version of software installed
- Ensure your phone is receiving Mobile Data for your digital pass or ticket to update correctly
- Check your Safari settings and make sure you have “Block cookies” and “Block Pop-ups” turned off.
- Downloads should be set to 'On My iPhone' rather than 'iCloud Drive'.
- Ensure you are tapping on the 'Apple Wallet' logo in your email:
- Check that your pass or ticket has not already downloaded – tap on the Apple Wallet app to view your current tickets and passes.
- Only open the email in your phone’s native mail app. If you are using an alternative mail provider such as Yahoo, AOL or accessing it via the Outlook mail app, please forward the email to your address that utilises your phone’s native mail app.
- If you are using a work phone, you may be blocked from opening certain links and attachments - please forward the email with your digital ticket to your personal email.
Android Users
Android devices can be very varied in make, software, age and memory availability. Many issues with downloading are due to device software and age/memory of the device. Older devices may not be supported but the following is a list of things to try.
- Check that your phone and apps are up to date with the latest version of software installed
- Ensure your phone is receiving Mobile Data for your digital pass or ticket to update correctly
- Check your settings and ensure you have no pop-up blockers enabled
- Google Pay/Wallet should be automatically installed on all Android devices, however please check that it is installed and go to the Google Play store to install it if necessary
- Ensure your Google Play Services are updated
- Update Google Chrome (Open Google Play > Search for Google Chrome > Click Update)
- Samsung users may need to set Google Pay/Wallet to default (Settings > Apps > Google Pay/Wallet > tap Set as Default > tap 'Open Supported Links' > tap 'In This App')
- Set your default browser to Google Chrome (Settings > Apps > Chrome > Browser App > tick Chrome)
- Ensure you are tapping on the G Pay icon in your email:
- Check that your pass or ticket has not already downloaded – tap on the G Pay app view your current tickets and passes.
- Only open the email in your phone’s native mail app. If you are using an alternative mail provider such as Yahoo, AOL or accessing it via the Outlook mail app, please forward the email to your address that utilises your phone’s native mail app.
- If you are using a work phone, you may be blocked from opening certain links and attachments - please forward the email with your digital ticket to your personal email.
After every step above please switch your phone off and on again to pick up any updates
Windows Phones
Windows Phones were discontinued in 2017 and have been end of life since 2019, meaning no security updates or developments have been made by the provider. For that reason, these devices are not supported.
Advanced Android Download Issues
The following is a list of steps to take if the above steps do not work. Please note some steps below will involve deleting Data which may not be able to be undone. All steps may vary depending on device. In Settings Menu try searching for Key Phrases to find some settings.
- Force a restart of Google Pay/Wallet App - Settings > Apps > Google Pay/Wallet > Force Stop > Confirm that you want to close the app.
- Check the Permissions are setup correctly on the Google Pay/Wallet app to download services - Settings > Apps > Google Pay/Wallet > Force Stop > Confirm that you want to close the app > Select Permissions > Inside of permissions ensure that the following is “ALLOWED”:
- Contacts
- Location
- Microphone
- Phone
- SMS
- Storage
- Clear Google Pay/Wallet temporary Cache memory - Settings > Apps > Google Pay/Wallet > Storage > Clear Cache
- Reset Access Point names – Settings > WiFi & Network > (Mobile) Network > Access Point Names > Click the 3 dots in the top right corner > Reset to Default
Google Play Services Issues:
Google Play Services is the App that allows you to update and manage Apps on your Google device. This is regularly updated and needs to be updated itself to get you access to the latest Apps and Software versions.
- Step 1: Make sure Google Play Services is up to date
- On your Android phone or tablet, open the Settings app.
- Tap Apps & notifications See all apps.
- Scroll down and tap Google Play Services.
- Scroll down and tap App Details.
- Tap Update or Install. If you don’t see these options, follow the steps in Step 2 and Step 3.
- Step 2: Clear cache & data from Google Play Services
- Important: When you clear Google Play Services data or storage, it may delete some information saved to your device, including transit cards, COVID cards, and virtual payment cards saved to Google Pay/Wallet.
- On your Android phone or tablet, open the Settings app
- Tap Apps See all apps
- Scroll down to "Google Play Services."
- Tap Google Play Services.
- Tap Storage Clear Cache
- Tap Manage Space Clear all Data
- Step 3: Clear the cache & data of the Play Store
- This gives the app a fresh start and can help fix issues
- On your Android phone or tablet, open the Settings app.
- Tap Apps & notifications See all apps.
- Scroll down and tap Google Play Store
- Tap Storage Clear Cache
- Tap Clear data
- Re-open the Play Store, and try your download again.