Manchester United has acknowledged it underestimated how widespread account-detail sharing was before launching its ticket-touting investigation, and that the process caused distress for some supporters.
The club began reviewing accounts last month after detecting activity it believed warranted closer scrutiny. In one case, a single device had accessed 1,088 different accounts. As the checks progressed, some genuine fans feared their season tickets might be taken away without a clear explanation.
Following a 30 July fans’ forum, United accepted it made mistakes in how the investigation was carried out and communicated. The club said it now recognises many supporters shared login details in situations they considered legitimate and did not anticipate how common this was.
United says a substantial number of supporters have since provided satisfactory explanations, leading to restrictions being lifted on those accounts. The club added that season tickets will only be confiscated where there is evidence of organised touting, systematic misuse, or activity for profit.
While apologising for the upset caused to loyal match-going fans, United maintains the investigation was necessary due to a growing touting problem that limits genuine supporters’ access to tickets. The club says the process has uncovered significant organised touting, allowing tickets to be taken back from touts and returned to real fans.