FAQ - Frequently asked questions
General questions about your ticket order
Where can I get day tickets for people with disabilities?
Every interested fan with a disability must fill out the registration form in preparation for purchasing a ticket and send this form and a copy of their disabled pass to the Service Center. This process only needs to be carried out once and does not need to be repeated. This means that fans who already have their data, including their disabled pass, do not need to register again.
There will be separate contingents for both the family block and for people with disabilities. These tickets will not be sold via the request tool, but will continue to be sold by telephone via the Service Center. There will initially be a sale for members only, followed by a free sale on the following day. The club will provide separate information about the start of sales for these tickets.
Tickets can be ordered via the service hotline on the pre-sale dates. You can find the current availability here.
How do I get tickets for the family block?
Block A is designated as the family block. Children's tickets are available there at reduced prices, adults pay the normal seat price. Children's tickets of any number are only sold in conjunction with an adult ticket of the respective price category of the block. They are only valid up to the age of twelve.
Tickets for the family block can be ordered via the service hotline by stating the children's membership number. You can find the current availability here. Seats will not be sold online. Written orders will not be processed.
Are referee cards available?
The following rules apply to referees with an official DFB ID card, who receive free access to all Bundesliga home matches up to a certain number:
Referee tickets will only be issued on match day at the East ticket office on presentation of valid ID - while stocks last. Upon receipt of the ticket, immediate access to the arena must be granted in order to avoid misuse. Standing area day tickets are available in the north curve for referees. According to the stadium regulations, the carrying of fan paraphernalia of the visiting club is not permitted for users of referee tickets. Repositioning is not possible. It is up to the club to change the issue at short notice in consultation with the association.
Payment options
Which payment methods do you accept?
Orders from Germany:
Payment can be made via PayPal, paydirekt, credit card, Klarna invoice, Apple Pay or Google Pay. Klarna offers the option of immediate bank transfer as well as purchase on account.
Orders from abroad:
Payment can be made by credit card.
We accept American Express, Eurocard, Visa-Card and Victoria-Mastercard.
How secure is my purchase by credit card?
We use SSL (Secure Socket Layer) technology to protect your credit card information and personal data during transmission. You can recognize this secure connection by the fact that the security protocol (https://) appears in the address bar of your browser.
Do I pay in advance or after delivery?
With the exception of purchase on account via Klarna, you always pay before your ordered items are delivered.
General questions about the Mobile Ticket
What is a Mobile Ticket?
The print@home ticket or Mobile Ticket entitles you to attend an event in the same way as a traditional paper ticket.
What do I need to use Mobile Tickets?
All you need is a smartphone with an Android or iOS operating system and a working internet connection.
How do I get the tickets?
Your print@home tickets will be sent to you in an e-mail. Mobile tickets are also available to you in the app. Provided you are logged in with your account.
Do I need an internet connection to use the Mobile Tickets?
You need an internet connection to display the Mobile Tickets in the app. If you have already saved the Mobile Tickets in your Wallet, you do not need a new internet connection.
Can I also use the ticket to travel to the stadium?
The print@home ticket or Mobile Ticket is valid on match days for a free return journey on VRR public transport (DB 2nd class) for the entire VRR fare zone.
Who can help you with questions about the Mobile Ticket?
The Service Center will be happy to help you. You can find the contact details here.