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Man Utd admit ticket touting investigation errorImage source, Getty ImagesImage caption, Manchester United fans are preparing for Champions League football in 2026-27 after a two-year absence from the competition BySimon Stone
Manchester United have admitted they underestimated how many fans shared account details before launching their ticket touting investigation and that it has caused “distress” to some fans.
United began the process last month, having identified a number of accounts they stated had activity which warranted further investigation.
According to the club, in one instance, 1,088 accounts had been accessed on a single device.
However, it soon became clear a number of genuine fans were left fearing they were going to have their season tickets confiscated without knowing why.
United defended their actions in private but, after a fans forum on 30 July in which concerns were outlined, have now accepted they made mistakes in how they chose to execute their investigation.
“Manchester United accepts that the process may have caused distress for some loyal supporters, underestimated how common sharing account usernames and passwords was, and recognises that some fans may have felt they were being treated unfairly,” the club stated., external
“We recognise that many supporters have shared account login details in circumstances they regarded as legitimate, and we did not anticipate the extent to which this was occurring.”
United say a “satisfactory explanation” has been provided in a “substantial number of cases” and that restrictions had been removed from those accounts.
The club have assured supporters season tickets will only be confiscated in “cases where evidence indicates organised touting, systematic misuse or activity for financial gain”.
They also feel the underlying reasons for their investigation were valid, due to a growing touting issue which, they say, deprives supporters of the opportunity to buy tickets.
“There is no doubt at all this process has uncovered significant and organised touting which will enable us to remove tickets from touts and place them back in the hands of genuine fans,” United stated. “We believe this is something we are all aligned on.
“One example has uncovered 1,088 accounts accessed on a single device.
“However, we recognise the way this process was communicated, and the impact it has had on some loyal match going supporters, has caused genuine upset and distress.”
BBC Sport revealed how ‘thousands’ of fans had their accounts restricted, while a mother stated her six-year-old son has had restrictions put on his season ticket as part of the club’s crackdown.
United say the threshold used for their review was seven or more accounts being accessed from a single device within the review period of March to June 2026. The club say the average number used by ticket holders is 1.2.
“Many supporters told us this was done for practical reasons, including helping friends, family members or fellow supporters manage applications and tickets,” added the club.
“However, sharing full account access creates a number of risks. It removes control from the account holder, compromises account and data security, bypasses safeguards built into approved ticketing processes and can make it difficult for the club to understand who is controlling accounts and ultimately using tickets.”
United say their investigation is ongoing and fans should respond within the 14-day deadline.
They also stress, amid claims to the contrary, that any season tickets that are confiscated will be repurposed as season tickets and not sold as a corporate hospitality package.
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