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Process definition for Customer Facing 1 Old name: UAT Customer Facing 1 (Main Flow)(New Change)(Alex Carbon Copy)

User Guide

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Contact Us & Club Information

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What information do I need to hand to complete my application?

You will need to provide the following information: ​ Previous 3 years address history (with correct postcodes). Email address Mobile number. Employment details. Bank details. Photographic ID (this will only be required if your application is referred).

Knowledge base article

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Finance

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Can I be confident that the quality of these third-party products matches what I expect from LFC?

We carefully select third-party suppliers to ensure the same high quality you expect from all our products. ​ If you're unhappy with the quality of what you have received, contact Supporter Services.

Knowledge base article

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Personalised Gifts and Souvenirs

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What personalised products do you sell on the Online Store?

You can view the products that are personalisable on our website. Unlike personalised kits, all of these products are manufactured, fulfilled and delivered by a third-party supplier.

Knowledge base article

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Personalised Gifts and Souvenirs

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What characters can be inserted into personalised text fields?

Your personalised message can contain letters A-Z and numbers 0-9. ​ We are working hard to improve the customer experience for all and welcome any feedback here.

Knowledge base article

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Personalised Gifts and Souvenirs

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Who is the Club's Equality and Diversity Manager?

The Club's Equality and Diversity Manager is Rishi Jain (Director of Impact). If you have would like to share any experiences or have any feedback to help us improve our services, then he can be contacted by emailing our Supporter Services Team. To see more information on Equality, Diversity and Inc

Knowledge base article

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Complaints, Suggestions and Thank Yous

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Where are accessible seats and wheelchair bays located at St Helens Stadium?

Accessible seating is available across all available blocks in rows A-C, subject to availability. ​ Wheelchair bays are available in 2 locations in the North Stand: ​​ Wheelchair platform: located in the Upper North Stand, positioned across the rear of blocks ND to NF - undercover with accessible to

Knowledge base article

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Match Tickets

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I have already completed Fan Update, but I need to make a change. Can I use the site again?

You can only use the site to validate your details once. If you need to modify your validation please contact Supporter Services.

Knowledge base article

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Fan Update

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Why can’t I have multiple entries on the season ticket waiting list?

As part of the Fan Update process, which was introduced to ensure we hold accurate, up‑to‑date information about who is using a Season Ticket to access Anfield, each application must be registered to one supporter. Therefore, all details submitted for the Season Ticket Waiting List must belong to th

Knowledge base article

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Season Ticket Waiting List

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If I am successful in the ballot for multiple fixtures, will I be allocated the same seats for each fixture?

As seats are allocated randomly, it’s unlikely you would be allocated the same seats for multiple fixtures.

Knowledge base article

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All Red

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How can I make sure I am allocated seats in the dedicated Family Area if I am successful?

You must ensure that just that the specific area(s) you require are selected from within the area selection list. You must then ensure Allocate me seats in any area is switched off, the toggle should be grey. ​ This way, if you are successful, you will only be allocated seats in your preferred area.

Knowledge base article

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All Red

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How long will it take to get a decision on my finance application?

You will receive a decision almost instantly unless your application is referred. Please note, you must complete your online application within 45 minutes.

Knowledge base article

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Finance

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I have renewed my Season Ticket and received a confirmation email, but when I log in online it still says 'Not Renewed'?

Please don't worry. The status of your Season Ticket on your 'My Account' will be updated before the new Season begins. If you want to retain proof of renewal in the meantime, just hold on to your confirmation email.

Knowledge base article

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Renewals

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I’ve booked with Ticketmaster and need a PA, can you help?

Personal assistant tickets are only available when bought through the club directly.

Knowledge base article

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Concerts

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What Is Multi-Factor Authentication?

Multi-Factor Authentication helps us to keep your account secure. ​ We will occasionally send a 6-digit code to your registered mobile number, which you must enter before accessing the system. It also helps prevent bots from using scripts to purchase tickets and create fake accounts, which will allo

Knowledge base article

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Multi-Factor Authentication

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How do I apply for finance to pay for my Season Ticket?

Select the V12 Finance option at the checkout page and you will be automatically redirected to the V12 Finance website to complete your application. Please note, you must complete your finance application within 45 minutes.

Knowledge base article

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Finance

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Can my personalised third-party products be delivered to a Club Store or a click and collect point?

Orders for third-party personalised products cannot be delivered to one of our physical stores or sent to click and collect points.

Knowledge base article

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Personalised Gifts and Souvenirs

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What if there is a problem with the refund?

If the refund payment fails or is rejected, the bank or your credit card provider will inform us. We kindly request that you do not contact us in this instance, as we will be in touch with you directly to arrange the refund.

Knowledge base article

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Refunds

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Are headsets provided for match commentary for visually impaired supporters?

Visually Impaired supporters are able to order a headset with full commentary in advance of the game. Please advise if you require a headset at the time of purchasing your match ticket. All of our home match commentary is conducted in house.

Knowledge base article

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Match Day

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I have received a message from LFC asking me to give feedback about my recent experience contacting you - is it genuine?

We really value supporter feedback and want to make sure that you always have a positive experience when you contact our Supporter Services team. After you contact us, you might be invited to complete a short survey. Genuine requests for feedback on your experience will come from the following sourc

Knowledge base article

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Complaints, Suggestions and Thank Yous

© COPYRIGHT 2024 THE LIVERPOOL FOOTBALL CLUB AND ATHLETIC GROUNDS LIMITED. ALL RIGHTS RESERVED. MATCH STATISTICS SUPPLIED BY OPTA SPORTS DATA LIMITED. REPRODUCED UNDER LICENCE FROM FOOTBALL DATACO LIMITED. ALL RIGHTS RESERVED.