FanBase update and FAQs

Scunthorpe United continue to work with new ticketing provider FanBase, as the first stage of our new software went live on Monday afternoon.

Season ticket holders with email addresses attached to their previous accounts with VMS should have received communication informing them of the change, and then a subsequent email on how to access your season cards via your phone and add them to your wallet.

Inevitably, there were some accounts without email addresses attached, and some supporters who will not be able to access their season cards in this way, so we have provided an FAQ below, which will assist with some of your queries.

We will continue to update this as we receive any more frequent questions...

How have my tickets been transferred to Fanbase?

All tickets bought under an email address on VMS have been grouped under the same email address on Fanbase. Please follow the instructions in the email to find your digital ticket.

What should we do if we have more than one email address linked to the account on VMS?

If that is the case, as per the FAQ above, it may be the case that you have some tickets under one email and some under another. If you would like to group all tickets under one account, please contact [email protected] quoting the order numbers, accounts or emails you would like to merge.

If there’s a carer ticket linked to the main account, where does that go?

If this was assigned to an email address on VMS then this will be assigned to the same email on Fanbase. Via VMS, we normally asked for the name of the carer, and therefore this may have been created as a separate account under their personal email address.

If so, they will have received the same email as you have, requesting them to create an account and retrieve their ticket. You can either proceed in this way, or request for the carers ticket to be linked to your account. We can keep it under their name, but make it accessible to your season ticket. Please contact [email protected] if you'd wish to do this.

If the children didn’t have an email address linked to the account, how do they get it?

Please contact [email protected], quoting the name of the children and the email you would like to merge them with.

Why do I already have an account?

You may have downloaded FanBase previously when purchasing away tickets for our games at clubs also using FanBase, such as Buxton. If your email address is linked to an account, and you cannot access it currently, you can reset your password.

I have been paying for my season ticket on finance, and I do not have an email from FanBase, is there a problem?

Supporters who haven't yet made their final payment may not have received an email because their season ticket had not yet been processed due to a final payment not being received.

Fear not, as soon as we have your final payment, this booking will be processed. Please contact us once your final payment has been sent, and we will do the rest!

I was told when I renewed that I could use my existing card for next season, is this still the case?

Unfortunately not. At the time this was quoted, the league hadn't informed us that their title sponsorship with Vanarama was ending, so we are required under their regulations to replace our tickets and cards to ones branded with their new league title sponsorship Enterprise.

This has also given us the opportunity for a complete fresh start with FanBase, ensuring all supporters move efficiently onto our new system. The need for a physical card will be less essential moving forward, with FanBase's systems built for your phone, allowing you to seamlessly add your ticket to your account and wallet.

I still want a printed card. What should I do, and will it cost me?

Supporters who still wish to have a physical ticket can do so. All you have to do is visit us in store and we'll print one out for you. There's currently no charge for this service, but we are expecting to produce and use less cards as time progresses.

We recommend you visit us ahead of the first game of the season to get your card, but we will also be able to do this on the day of the game for you. We will open from 11am on Saturday, August 16th, which is our first home league matchday.

I purchased a West Car Park season ticket, but this is not showing in my account yet?

FanBase currently haven't ingested the season tickets for car parks, but we're expecting them to do so in the next 24 hours. Once this has been complete, they will automatically appear in your account. If they do not, please email [email protected].

I'm not a season ticket holder for the new season, what do I need to do?

Only season ticket holder data has been transferred to the new system, so therefore you won't currently have an online account. If you wish to purchase match-by-match tickets, you will need to create an account on FanBase, or visit us in store.

Once you have an account, you'll be able to access all the features that FanBase has to offer, including adding your match tickets to your virtual wallet.

This system, in time, will integrate with other systems in the club, such as shop ordering, meaning all of your history will be merged into one place.

When will match tickets for the likes of Sunderland U21s and Woking go on sale?

This is our next course of action, and we hope to have these tickets on sale as soon as possible. We will have those details published in due course.

Will paper tickets still be available?

Yes, there will be paper tickets available where supporters would like them.

If you have a question that hasn't been answered here, please email [email protected] and we will get back to you as soon as possible.