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Ticket News

Refund options for season-ticket holders

8 June 2020

Nothing beats the real thing at The Hawthorns – but as all fans will know by now, Albion must complete the remainder of the current campaign behind closed doors.

As a result, the Club today offer details of the refund options for 2019/20 season-ticket holders following confirmation the games are going ahead.

Season-ticket holders can opt for one of a range of options which we hope will provide suitable recompense for the five home games they are now no longer able to attend.

  • Watch all nine remaining games on iFollow
  • Help the Club with a gift back option
  • Option to receive e-credit
  • Full refund available 

Details of these options can be accessed at the foot of this announcement but they are led by the opportunity to watch all of our remaining fixtures, home and away, via a free live stream with the EFL’s iFollow service.

Other options are for season-ticket holders to be issued a pro-rata credit towards their season ticket for the 2020/21 campaign or to simply claim a refund to cover the five games which they cannot now attend.

But we have also included an option for those season-ticket holders who wish to leave their investment in the Club to help Albion through the current and extremely difficult trading conditions.

Many have already been in touch to request this option and Chief Executive Mark Jenkins says: “We are incredibly grateful for the emails and messages we have received from our season-ticket holders wishing to help in this way and I cannot stress how valuable it will be to our Club going forward. 

“We have so far negotiated three difficult months without football as well as can be expected but I do not underestimate the problems that are still ahead for every club, including ours. We must find a way to continue operating while deprived of significant income.

“Equally, we are also very aware that this pandemic crisis has left other fans facing real financial hardship and we obviously recognise and understand their needs as well. Hopefully, there will be an option within this package that suits everyone."

So, how do you go about accessing your choice of refund option?

Option 1: Claim an iFollow Pass and cup ticket. To take up this option you do not need to do anything. You will receive an iFollow code by Friday, June 19. 

Option 2: Click here to leave your money with the club.

Option 3: Click here to receive an e-credit on your account.

Option 4: Click here to receive a refund.

For more information on each of the four options available to season-ticket holders continue to read the story below.

Option 1: iFollow Pass & cup ticket

Want an armchair seat for all nine remaining Albion home and away games? Season-ticket holders can receive a code to stream all of Club’s nine remaining fixtures on iFollow* - as well as a match ticket for the next domestic Cup match we play at The Hawthorns when capacity crowds are permitted. To receive your iFollow code and cup ticket you don’t need to do anything – we will be sending you your iFollow codes by email. Click here for terms and conditions.

Owing to iFollow terms and conditions, Under-18s are unable to use iFollow. If you have an Under-11 or Under-18 season ticket you can opt for a complimentary cup ticket and entry into a prize draw. Under-11s can win an away mascot experience to include four match tickets and a 2020/21 home kit and Under-18s can win a 2020/21 shirt signed by the first team. Junior supporters who would like this option don’t need to do anything.

Click here for cup ticket terms and conditions

Click here for Under-11s prize draw competition terms and conditions

Click here for Under-18s prize draw competition terms and conditions

If you would like one of the alternative options you have until 11.59pm on Tuesday, June 16, 2020 to log in to your account to select from the below:

Option 2: Leave money with the Club

At the request of many of you, we have provided the option for season-ticket holders to let the Club keep their refund to help us through this challenging time. To select this option please log in to your account at and select ’leave money with the Club’.

By selecting this option you are agreeing to give up any refund that may be owed to you in respect of your 2019/20 season ticket and this money can be used by the Club to support it going forward. If you are under 18 you agree that you have the consent of your parent/legal guardian to agree to the Club keeping such refund. This option is specifically for supporters who wish to gift their refund to the club but do not require an iFollow pass.

Option 3: Receive an e-credit

You can receive the value in the form of e-credit which will be applied to your account ahead of the 2020/21 season. This can then be put towards renewing your season ticket or purchasing tickets for home matches next season. The value of your e-credit will be the equivalent of 5/23 of the price you paid for your season ticket (or 5/12 if you are a Half Season Ticket Holder). To select this option please log in to your account at and select ’receive an e-credit’. Click here for Terms & Conditions.

Option 4: Receive a refund

You can request to receive the value back as a refund, which will be processed to the payment card used to buy your season ticket within 21 days from the deadline. If your card has expired, please contact the ticket office on 0121 227 2227. If you paid by cash or cheque you will be sent a cheque through the post. Cheques will be sent through the post as soon as is possible. Please note cheques will be made out to the season-ticket holder so if you are claiming a refund for a junior season-ticket holder who does not hold a bank account, please contact the ticket office. 

To select this option please log in to your account at and select ’receive a refund’.

The value of your refund will be for 5/23 of the cost of your season ticket or 5/12 if you are a half season-ticket holder.

By opting for a refund, e-credit or letting the Club keep your refund, you will not have the right to be provided with the iFollow pass and cup ticket, or cup ticket and prize draw entry if you are a junior season ticket holder.

V12 Direct Debit loan scheme

If you purchased your season ticket using the V12 Direct Debit loan scheme you can select any of the above options. You must continue to finish your payments with V12 as your loan agreement is with them and not the Club. Any failed payments will be a breach of the legal agreement you have with V12.

You have until 11.59pm on Tuesday, June 16, 2020 to make your selection. To do so log in to your online ticketing account at If you are unable to log in to your online account please email or call 0121 227 2227. The Hawthorns is currently closed to visitors so please do not visit the Ticket Office.

We will be sending iFollow codes by email to season ticket holders. Please ensure your account is up to date with the correct email address and that you have added to your safe sender list. If you have not received your code by Friday, June 19, 2020 please first check your junk or spam folders and, if still not received, contact

*Excluding any potential Play-Off fixtures

Read Frequently Asked Questions.

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