The Jacksonville Jaguars NFL American football franchise said it is working with Ticketmaster to resolve its technology-related digital ticketing issues.
Several fans that arrived at the 67,000-capacity TIAA Bank Field on Sunday for the NFL season opener against the Kansas City Chiefs said their ticket barcode did not appear in Apple Wallet, or that tickets could not be scanned at the gate.
@ticketmaster @ActionNewsJax @FCN2go @wjxt4 @jaxdotcom @Jaguars ticket fiasco. Team more worried about gathering personal info through mobile tickets than actual fan safety, forces fans to stand in heat just to prove a point. Bring back hard copy tickets ! https://t.co/NF5fKia8my
— Onsale Pro (@OnsalePro) September 8, 2019
The Jaguars have developed a detailed secure digital ticket guide to aid fans in accessing, transferring or selling their tickets for the upcoming season. It provides fans with a full step-by-step instruction manual on how to use the technology.
Step 4 of the instructions notes that “if you have an iPhone: Add your ticket to your Apple Wallet. You will not see a barcode.”
The Jaguars said in a statement: “While these issues represented less than one-half of one per cent of attendees at [Sunday’s] game, the Jaguars want to ensure all our fans experience an easy and secure entry process.”
As part of the league-wide conversion to digital entry with Ticketmaster, the Jaguars gradually transitioned to full mobile entry over several years, committing to being fully mobile ahead of the 2018 season.
Mobile tickets were enabled in 2015, while single-game tickets were delivered only via smartphones in 2017, at which time print-at-home PDF tickets were also eliminated.