Frequently asked questions


  

I don't know if I have a log in for the new system?

Anyone who purchased a ticket during the 2021/22 season had an account created for them using the e-mail address on record, if you have not activated your new account yet you will need to click the Reset password link to activate your account and set your password.  Only account can be registered per e-mail address.


How do I purchase a ticket?

Select the seats/standing area and the price category you wish to purchase and when you’re happy with your selection click ‘Add to Cart’

You will then be able to assign ‘attendees’ to the tickets. Tickets will automatically default to the name on your account when you are logged in, but you can enter the details of the other members of the party at this stage.  To assign tickets to their account you will need to know their Customer Number (CTFCXXXXXXX), along with their name as it appears on the system.


What happens if I am unable to attend?

Tickets are non-refundable once purchased, unless the match is re-arranged, see below for details of what to do in that scenario.


What do the different delivery methods mean?

Certain delivery methods may not be available on different tickets/products. A breakdown of the main methods available is below:

Eticket by e-mail: A PDF ticket will be e-mailed to the address against your account. These tickets can be printed at home or saved to a mobile device.

Apple Passbook by e-mail: a ticket will be e-mailed as an Apple Passbook ticket and can be saved to the Apple Wallet app. 

You will need to have an iPhone to access this method.

Collection: This will generate a confirmation e-mail containing details of how and when to collect your tickets on match day.

Post: This will generate a confirmation e-mail, and tickets will be posted to you no less than seven days prior to the fixture.

Confirmation E-mail: This will generate a confirmation e-mail only, with no ticket, and is only available on certain products


What are the relevant age categories for tickets?

Several categories of concessions are available on match tickets at Cheltenham Town.  

Our standard concessions are Senior (65 and over), Student (in full time studies, must show relevant student ID), and Under 18s.

Please note that under 14s must be accompanied by someone over the age of 18.


When do online sales end?

Online sales will continue to be available until kick off for matches in 2022/23, so you will be able to download digital tickets right up until the last minute.


What happens if I have purchased tickets and the match date changes?

The tickets you have will be valid for the rearranged date - you do not need to do anything. The barcode will still be valid, so just bring your ticket with you on the re-arranged date.

Once the new date is announced, if you are unable to attend you will be able to claim a refund by contacting the club.  No refunds will be available until the re-arranged date is confirmed.


How many emails will I receive after booking?

After making a booking, you will receive a confirmation email. This is not your ticket, it is just a summary of the order you have made and the reference number for the booking. 

If you have chosen e-tickets or mobile tickets you will receive a separate email with your tickets attached that can then be printed, or saved to your mobile device. 


My ticket delivery email is often delayed - what can I do to make it come through faster?

Each email provider will have their own rules around the number and type of emails that they will allow to be delivered. Delays can sometimes occur with Microsoft based accounts - i.e. hotmail.com, outlook.com and live.co.uk email addresses.

Adding our delivery email address [email protected] to your contacts will help email servers to see that the email is coming from a known source.


What should I do if I haven't received my e-ticket?

Typically, you should receive your tickets within 15 minutes of booking (max).

It is not uncommon for emails to sometimes get held up in a queue or diverted to a junk folder, so be sure to check those.

Alternatively, you can go to the Order History section of your account and download your match ticket from there.


I can't open the attachment in the ticket delivery email - what should I do?

Etickets are delivered in a PDF file. If you are unable to access a PDF on your device or computer, download Acrobat Reader and you will be able to open the file. You can do that here https://get.adobe.com/uk/reader/ 

Apple Passbook tickets can be stored in the Wallet app on Apple devices.


Do I have to print my e-ticket?

No, you can show your e-ticket on your phone if you don't have access to a printer. The scanner just needs to be able to read the barcode on the ticket. 


How will my personal data be used?

Your data will only be used for the purpose of fulfilling your order. It will not be sold on to third parties. You can keep your contact preferences up to date in the 'My Account' section when you log in to control any marketing related emails to you.What are the relevant age categories for tickets?

Several categories of concessions are available on match tickets at Cheltenham Town.  

Our standard concessions are Senior (65 and over), Student (in full time studies, must show relevant student ID), and Under 18s.

Please note that under 14s must be accompanied by someone over the age of 18.