Return of Fans Frequently Asked Questions

22nd April

Please find below some additional information around the return of fans and the process for applying for tickets.

If you have a query that is not covered below please click here to contact us.


Return of Fans Frequently Asked Questions

How can I get a ticket for a match at The Hawthorns?

While limited capacities are in place tickets will be made available to 2019/20 and 2020/21 season ticket holders through a ballot application for each match. Season ticket holders will be notified when a ballot is open for a match to make their application for up to six fellow season ticket holders who are on their Friends & Family list.

Successful applicants will then purchase their ticket soon after.

Can I buy tickets to away games?

No, at this time supporters are not permitted to attend away matches.

I’m a disabled fan, how do I apply for tickets?

Supporters requiring a wheelchair bay will follow the same process but enter into a separate ballot for the limited number of wheelchair bays available.

Ambulant supporters will apply for tickets in the standard ballot.

All disabled supporters will automatically be allocated a carer space – you don’t have to apply for this on the ballot – and will be notified if they are successful in their application.

All disabled supporters who are successful in the ballot will be contacted by telephone by the Ticket Office to confirm their carer requirements and to purchase their ticket.

What do I do if I don’t receive an email about my ballot application?

We will contact all supporters who enter the ballot, even if they are unsuccessful, before tickets are available to purchase. Please ensure is added to your Safe Senders list and check your junk folder if you have not received an email by the time the ticket purchase window is open.

We will also publish all information on so keep an eye out for updates.

If you have any questions please email

What do I do if I don’t receive an email with my e-tickets?

If you have not received your e-tickets by 5pm on the day before the game and it is not in your junk folder please contact with your Customer ID number.

How many tickets can I apply for?

Season ticket holders can apply for a maximum of 1 ticket per season ticket. You can apply for a group of up to 6 people but they must be on your Friends and Family list for you to apply on their behalf.

Can I sit in my usual season ticket seat?

It is very unlikely that you will be able to. Seats will be made available on a first-come first-served basis and some seats will not be available to ensure social distancing measures are in place.

How will the ticket ballot work?

Season ticket holders will enter the ballot online at (click here for instructions). When the ballot has closed successful applicants will be selected at random.

If seats become available owing to a successful applicant not purchasing their ticket, for example, we will redraw - at random - from the original ballot. We will then contact those supporters by telephone.

Disabled supporters will be automatically allocated a carer if they are successful in the ballot, they do not need to apply for an additional carer seat in the ballot.

What is the maximum group-size I can enter into the ballot?

You can enter the ballot for up to six season ticket holders that must be on your Friends and Family list. You can only apply for one ticket per season ticket holder.

Can I sit with my friends and family?

If you apply for tickets as a group you will be able to purchase tickets close together subject to availability. Please note that every other seat will be available to buy.

Will it affect my season ticket if I don’t attend any games while restrictions are in place?

No, it is completely your choice whether you choose to apply for tickets while restrictions are in place and this will not affect your season ticket.

All 2019/20 and 2020/21 season tickets will have first refusal to renew their season ticket when they are available regardless of whether they attend any games during the remainder of the 2020/21 season.

What happens if I buy my tickets and then develop symptoms or I am told to self-isolate?

If you become unwell after purchasing your tickets or are informed that you need to self-isolate please DO NOT travel to The Hawthorns.

As soon as your circumstances change please inform the Ticket Office by emailing

Are tickets transferable?

No, tickets can only be used by the supporter that they are allocated to. All accounts should have a passport-style photo uploaded which will be printed on your e-ticket. This will be checked at entry to ensure the supporter attending is the supporter that has purchased the ticket.

I’m not a season ticket holder, can I apply?

Unfortunately, due to limited capacities, at this stage we are only making ballot applications open to 2019/20 and 2020/21 season ticket holders. 

How do I apply with my friends and family so we can attend together?

If you’d like to apply for tickets as a group please ensure you have an up-to-date Friends and Family list. When entering the ballot you’ll then be able to apply those season ticket holders you wish to apply for to each ticket.

If you have any questions about your Friends and Family list or how to update it please contact

Do I need to arrive earlier on a matchday?

Yes, turnstiles will open from 90 minutes before kick-off as usual but supporters will be asked to arrive at a specific time which will be printed on their e-ticket.

Please ensure you check your allocated arrival time and plan your travel accordingly.

Is there parking available?

There is no parking available at The Hawthorns for public use.

Supporters are advised to check the availability of local private car parks directly with the providers to see if they will be open on the day.

Do I need to wear a face mask?

Yes, all staff and supporters are required to wear a face mask or visor for the duration of their visit to The Hawthorns. Anyone refusing to wear a face mask, without a valid reason for not doing so, may be ejected from the Stadium and face further action from the club.

The only time you will be able to remove your face cover is for short periods while eating or drinking.

Can I buy food and drink at the stadium?

No, unfortunately initially the concourse kiosks will be closed.

Supporters are permitted to bring food and non-alcoholic drinks (no cans or glass containers) in a clear plastic bag or you can visit the local fast-food restaurants. Please check their opening times directly if you plan to visit them.

Will the megastore be open?

No, the Megastore will not be open on a matchday so we can ensure the safe queuing of supporters but there will be a retail kiosk open on the East Stand car park with a limited range of merchandise available to buy. Please note that payment will be by debit or credit card only. 

Can I buy a matchday programme?

Unfortunately, we are unable to sell physical copies of the matchday programme at the Stadium on a matchday. You can purchase online here for delivery should you wish to get a copy.

What are you doing to ensure fans are safe to return?

We are taking a number of measures and following all Government guidelines and Premier League protocols to ensure the safe return of fans. To find out more about the steps being taken please click here.

I have credit from my season ticket refund, can I use that?

Yes you can, supporters who opted for e-credit rather than a refund have their My Albion Cash account which their current balance.

If you are successful in the ballot you will be able to use some or all of this credit towards the purchase of your tickets.