A) Why has it taken so long to get my season ticket?
The delayed issuing of season tickets is due to various reasons - one of them is the fact that for the first time CCFC supporters have been given out a multifunctional card - combining functions for access to the ground and e-payment to pay for food and drinks. We have had some technical issues and we appreciate fans' ongoing patience. Over 90% of fans now have their fully operational and working season ticket.
B) Why hasn't my new season ticket worked at the turnstile?
Due to fraudulent misuse of our Season Tickets in previous season we have implemented new, tougher security checks on Season Tickets entering the Ricoh Arena. If for any reason you're card does not let you through the turnstiles please take a note of the message displayed on the card reader and return to the Ticket Office where they will be able to deal with your Season Ticket accordingly and resolve the issue.
C) Why have we changed to cashless? What benefit is there to the fan?
Cashless payment leads to a quicker sales process at the kiosk. Also fraud at the kiosk is minimized by taking away cash from the tills. The fan receives a quick and convenient form of payment.
D) Isn't cashless more expensive?
The participation in the system is free of charge - There is a one off £2 refundable deposit. All unused balances and the deposit can be redeemed after halftime at each CCFC match at the Ricoh Arena.
E) Isn't it just another way of getting more money out of us?
No, cashless payment is just a substitute for cash - by using cashless payment in the form of prepaid cards the sales process is much quicker and the removal of cash handling for staff and customers being easier.
F) What's the minimum top up?
The minimum top-up is £5.
G) What if I just want a cup of tea?
You top up your card with £5 (minimum top up). If it is your first time the £5 will include a refundable £2 deposit. You buy your cup of tea using the card. After half time, you return the card and have the unused balance and deposit refunded to you. So you have only paid for the cup of tea.
H) Why is there a £2 deposit, that's just a rip off?
The reason for a one off refundable deposit is grounded in the value (production, technology, lay-out etc.) of the card itself - it should only ensure that people handle them carefully and don't throw them in the bin. Other card-systems like the Oyster Card also charge a deposit - in this case £3! Cards can be returned after half time at which point your deposit will be refunded in full.
I) Why is web top up so expensive?
Prices for web top-ups have been revised drastically. The price paid is currently 4.75% of top-up value at http://www.cashless-payment.co.uk - this is a new service fee from a 3rd party provider to cover processing and credit card costs similar to other industries such as booking a holiday. We are currently seeking to develop a cheaper "in-house" solution that will also include debit cards as soon as we can.
J) Why weren't there enough frogs (mobile top up staff in green jackets) on Saturday at the Preston Game?
There were some staffing issues at the Preston game and this is currently under review to ensure we have enough "frogs" for future matches.
K) I topped up my card with £20 and yet only £10 showed up at the till, what should I do?
On a Match day: Go to the Sales & Service Counter (Telegraph Stand) and fill out a complaint sheet If your query cannot be resolved there and then it will be dealt with prior to the following home match. Non-Matchday: Go to the ticket office and shop and leave your Name, Supp No. and 10-digit Card No. - your query will be forwarded to cashless payment staff and solved before the next CCFC home match.
L) I didn't have enough on my card and when I get to the front of the queue had to go and find a frog and then re-queue, surely this can't be right?
The cashless payment cards in some way acts like an electronic purse - as with a real purse you always have to make sure you have enough money/credit on you when purchasing any kind of good/product. You can check your balance with cashless payment staff dressed in lime green or at various service stations. Further to this you can check your credit online and during regular working hours in the CCFC ticket office and shop.
M) Cashless is a rip off as if I leave a balance on the card I can't get it back, can I?
Cashless payment in the first instance is a means to speed up the transaction time at the kiosks and by this improving customer experience. All unused credit and the deposit can be redeemed fully at the various Service Stations on the concourse and at the CCFC shop on non-matchdays.
N) How come as a new season ticket holder or corporate member I didn't receive the £7 gift?
The £7 gift was specifically for renewing season ticket holders only. We apologise if this communication was not made clear.
O) I didn't attend the first 3 games, so why was the £7 gift not available at the Preston game?
The £7 gift for renewing season ticket holders was only available for the first 3 games. We apologise if this communication was not made clear.
P) As a corporate member where can I top up my card?
You can top up your card with a member of the cashless payment staff on each corporate level and at the service station, remember you can top up on line before hand at http://www.cashless-payment.co.uk/
Q) Can I use my debit or credit card to either top up or pay for food and drinks in the corporate area?
Credit and debit card payment is acceptable within the corporate areas. The credit/debit top up service will be installed in the near future. It is planned for the Southampton match to offer credit/debit card top ups at the sales and service counters in the concourse and in the corporate area.
Anyone still unhappy about this, or who has unanswered questions can email daniel.gidney@ricoharena.com or cashlessimprovements@ccfc.co.uk
Please note that Coventry City FC do not receive any money from the catering outlets at the Arena.