SINGLE SIGN ON

We recently shared the changes around how our supporters log in to all our online platforms to make their experience more streamlined and secure. We shared how our supporters will now only need a single email address and password to log in to all our platforms.

 

The changes bring added security through modernising our log in process, as well as giving us even greater protection against bots and touts accessing our systems and ticketing platforms.

 

With Single Sign On you only have to log in once to manage all aspects of your accounts and memberships.

 

We are aware some of you have received feedback from your members about challenges they’ve experienced following the launch of Single Sign On.

 

We have identified two main issues that are at the root of the problems raised through our Supporter Services team to date.

 

These are:

 

1. Multiple memberships sharing the same email address – resulting in supporters’ details defaulting to that of the email address owner

2. Supporters not yet having taken the required steps to transition to the new platform.

 

To reassure you, these are issues that are relatively simple for supporters to rectify with the support that we are outlining here.

 

We’ve been actively resolving these issues with a large number of supporters, but addressing each case manually has significantly increased the demand on our team and the waiting time for supporters. To help speed up our assistance, we have updated our help centre articles with additional information and support.

 

These include:

1. A specific portal – for supporters with multiple memberships – to submit a request to revert details back on a membership, allowing us to automate several steps in the process
2. Clear step by step processes for supporters to resolve password reset challenges and other common issues

 

Please direct your members to this page and the portal in the first instance. We are confident this will resolve many of the challenges they are experiencing.

 

Tomorrow’s match at Emirates Stadium

 

We know there may be concerns as to whether these changes may affect supporters attending the game against Nottingham Forest tomorrow.

 

We want to reassure you that digital passes will still work as normal regardless of whether details have changed on the membership. We will be reiterating this to all supporters in our pre-match email later today.

 

If supporters cannot see their digital pass, we’d ask them to check their phone’s Wallet in case it has been hidden or moved into the ‘expired’ section. We’d also ask them to visit the help page on how to update a digital pass. Please note that a digital pass that is not displaying the current match will still work as long as there is a valid ticket against the membership number.

 

We are also providing additional support ahead of tomorrow for any supporters facing issues, including:

• Daily email reminders to any supporter that has not yet accepted a ticket transfer, ahead of the deadline on Saturday.
• Additional staff at Emirates Stadium on Saturday, equipped with technology to assist supporters. Our supporter services phone lines will also be open early.
• Additional briefings to our matchday stewards ahead of the match who will assist supporters with any issues.