Why are we balloting tickets instead of holding a regular sale?

The vastly increased demand for tickets this season has meant ticket sales have become frustrating and time-consuming for Members.

The current sales process also excludes the many Members who are unable to be online at the specific time of the sale because of other commitments.

We believe that running a ballot addresses these issues and creates a more efficient and fairer process for Members.

Members will have a set window to register for each ballot, which will also prevent bots from being able to bombard the system during a sale which can cause a lengthy queue as well as leading to tickets falling in the hands of unauthorised suppliers. The ballot results will be scrutinised by specialist anti-bot technology and any bot accounts will be removed.

Can Members register to be balloted with a group?

Yes, Members can register as a group with other Members provided they all qualify for the relevant ballot. For example, a Silver Member with a valid Silver Membership will be able to register for the Silver ballot together with other Silver Members.

If Members register as a group, will each ballot entry either be successful or unsuccessful, or can a ballot entry be partially successful?

Members who register for the ballot as a group will be balloted together and the whole group will either be successful or unsuccessful.

If one member of a group has been successful in an alternate ballot application for the same match, it will invalidate the whole group's entry due to how groups are validated as one entry.

If Members register with a group does this decrease their chances of success?

This depends on how many ballot applications there are in total and the grouping of tickets remaining as the ballot is run. For example, if there are 20 seats left and they are all pairs, any groups registered as threes and fours would not be drawn out, only pairs and singles. The process would continue until all seats are filled.

How many tickets will Members be able to apply for in the ballot?

The number of tickets each Member can purchase for a game will be advertised on the relevant Ticket Information page. For most games, Members will be able to purchase one ticket per Membership. Members will be able to register for the ballot as a group of up to four people as long as the other Members are all eligible for the ballot.

Will Members be given a choice of what area/price range when they apply in the ballot?

Members who apply in the Silver and Red ballot are able to select up to two preferred pricebands during the registration process. You may also select that you wish to be balloted into any remaining areas if you are not successful in either of your preferred pricebands. A choice of pricebands will be offered for all Premier League fixtures. Please note, it may not be possible to offer this for cup fixtures depending on event requirements and as such, this will be confirmed on the relevant ticket information for each fixture.

How long will Members be given to pay for their tickets if they are successful in the ballot?

Those successful in the family enclosure ballot will be given a 24hr window in which to purchase tickets.
Those successful in the Silver and Red ballots will be not have a purchase window, they will be allocated tickets from the available inventory of seats.

Will there be a limit to how many match ballots a Member can enter across the course of the season?

There is no limit to how many ballots a Member can enter across the season. Members could apply for every ballot if they wish to and chances are the same for each, subject to numbers applying for each game. If a Member is successful in one ballot, they still have the same chance of success in the next ballot.
Members must enter the ballot to initially be able to access Ticket Exchange. Those unsuccessful in the ballot will then be able to purchase any available tickets on Ticket Exchange. Unsucessful Silver Members will be given priority access to the Ticket Exchange before it is also opened to unsuccessful Red Members following the Red ballot. The Exchange may open to other members ahead of the game; this will be communicated on a match-by-match basis via the relevant ticket information page.

What is the average chance of success for a Member entering the ballot?

This is dependent on the number of Members that enter the ballot. Where the number of ballot registrations for a match does not exceed the number of available tickets, all Members who have entered will be successful.

What priority do Silver members have over Red members?

There are far fewer Silver members than Red members – this means that, subject to the number of ballot registrations, the probability of a Silver member securing a ticket in the Silver ballot is expected to be higher than for Red members. Silver members also have exclusive access to purchase any tickets made available via Ticket Exchange between the Silver ballot and the Red ballot.

What happens if there are seats remaining after the ballot because the number of applications is lower than the number of seats available?

Any seats remaining after the ballot will be made available in the subsequent ballot. For example, if tickets remain after the Silver ballot because the number of ballot registrations was fewer than the number of seats available, these tickets will be made available in the Red ballot. Any seats remaining after the Red ballot will be put on sale. Timings for any ballot or sale periods will be advertised on arsenal.com/tickets.

If a Member is successful in the ballot and is not able to attend, will we offer a refund?

Refunds will not be issued if a Member is successful but subsequently can no longer attend. However, new for the 23/24 season, Members who are successful in the ballot will be able to post their ticket on Ticket Exchange if they can no longer attend. This gives other supporters a chance to buy the ticket.

What happens if my payment card does not authorise for my tickets?

If your payment card declines, your ballot application will be unsuccessful.

Will tickets for Disability Access Members be balloted?

Tickets will be balloted for DA Members. There will be a separate ballot for wheelchair and ambulant tickets. Members with specific requirements should contact the Disability Liaison Team.

With the removal of the family enclosure, is there still an area which is family orientated?

For both the Silver and Red ballots, you will be able to register your interest for your group to be balloted into the family area which resides in blocks 28, 29 and half of 30. Please note this is not a guarantee depending on availability and group requirements and your group can still be balloted into any of the areas you have selected in your application.

Can a Silver Member enter the Red ballot?

Silver members will now be allowed to enter in the Red ballot, subject to certain conditions. This improvement is to assist families and friends who have memberships across both tiers to be able to apply together providing the following:

1) Silver, Silver Cannon and Silver Senior Members are now allowed to enter Red ballot only if in a group where there is at least one Red member (can be Red, Red Senior or Cannon Red). If this criterion is not met, the application will be removed from the Red ballot.

2) If a Silver, Silver Cannon or Silver Senior Member has already entered the Silver or Silver Family enclosure ballot and applies in the Red ballot, this member along with the whole application will be removed from the Red ballot, this is regardless of if the Silver member was successful or unsuccessful in either the Silver or Silver family enclosure ballot.

Will Members be required to verify their ID before they can buy tickets?

We are committed to ensuring that only genuine Members can access tickets. We are working closely with our ticketing platform provider to continually improve bot protection on the ticketing site. In addition, we are exploring the possibility for all Members to verify their ID before purchasing their tickets. There is no set no timeframe for when this will be introduced but we will communicate to Members as soon as there are firm plans to do this.

How many tickets are in each ballot?

We are committed to ensuring the maximum number of tickets are made available to members in each ballot. All match-by-match tickets will be balloted with Silver, Red, Family Enclosure, Red Adult with Junior Gunner, and DA tickets balloted separately so that each group has a fair opportunity to access a ticket.
The number of tickets available in each ballot next season will be dependent on the Season Ticket renewal rate as well as other specific match requirements (e.g. size of the away allocation, competition requirements, UEFA/Premier League requirements, whether the game is included in the Season Ticket etc)

What is the anticipated timeframe between the ballot opening and the fixture date?

Approximately 6-8 weeks prior to a fixture for Silver and 4-6 weeks for Red. Please note, timings may be condensed around cup games and matches at the start of the season.

What happens if a Member is successful in a ballot but the match moves for TV or policing reasons?

New for the start of Season 23/24, Members will be able to post their ticket on Ticket Exchange if they cannot attend a game Therefore if they were successful in the ballot for a game that subsequently moved, they would be able to use this service to sell their ticket to another Member via the Exchange.

Can Members now sell their ticket via Ticket Exchange?

From the start of the 23/24 season, any Member who purchases a ticket for a game will be able to sell their ticket-on-Ticket Exchange to another Arsenal Member. Their cashback account will be credited with the funds for the sale (less an administrative fee) which will be available to withdraw into their bank account via regular cashback windows.
Starting from the Liverpool ballot on 15 December 2023, access to purchasing on the Ticket Exchange will initially be limited to members who entered and were unsuccessful in the ballot. The Exchange may open to other members ahead of the game; this will be communicated on a match-by-match basis via the relevant ticket information page.

Will Ticket Exchange open between the Silver and the Red ballot periods?

Once the Silver ballot has been run, Ticket Exchange will be open to give Season Ticket Holders and Silver Members the opportunity to post their tickets for sale. Silver Members who were unsuccessful in the ballot will then be given the opportunity to purchase any available tickets. This gives the Silver Members an exclusive period to purchase tickets made available on Ticket Exchange, prior to the Red Member TX period, in which both Silver and Red Members are eligible to purchase, subject to them entering the ballot.

If I buy a ticket on Ticket Exchange and I can no longer attend, can I post it back on the platform?

Any Member who purchases a ticket for a game will be able to sell their ticket on Ticket Exchange to another Arsenal Member. This includes tickets that were already purchased on Ticket Exchange. Their cashback account will be credited with the funds for the sale (less an administrative fee) which will be available to withdraw into their bank account via regular cashback windows.

What is the administrative fee for Red and Silver Members using Ticket Exchange to sell their seat?

There is a 10% fee for Silver and Red members wishing to sell their seat via the Ticket Exchange.

Can I enter the ballot with a non-Disability Access member?

Yes, Disability Access Members will be able to apply in the ballot with another Disability Access Member, Silver or Junior Gunner Member. Please note that Disability Access Members will not be able to enter the ballot with Red Members, as the Red Member's ballot will take place after the DA ballot is run. Tickets will be subject to availability.

If the event price class limit for my concession price class is reached will I still get the relevant concession price in the ballot or via Ticket Exchange?

Once the price class limit for your concession price class has been met for the event and you are successful in being drawn out in the ballot you will be charged the Adult price for that price band. If purchasing on the Ticket Exchange then you will only be given the option of Adult should your price class limit for that event have already been met. The price class limits for each event are as follows:

Junior: 2000
Young Adult: 700
Cannon: 300
Senior: 200

Will I be able to purchase concession prices for my age range on the Ticket Exchange?

If purchasing a seat on the ticket exchange as a match by match member please note you will have to select the right price class for the seat that matches your membership age restrictions prior to adding to the basket otherwise you will not be able to checkout and will have to release the seat from you basket. If your price class does not show then this means the price class limits have been met for your price class in that event and you will have to select adult price.