Bristol Rovers have responded to supporter complaints about season tickets by changing options available to fans.
The club decided to adopt a digital approach for season ticket holders this summer, but some fans were not pleased that they would not receive a physical season card, with E-tickets due to be emailed for each game instead.
Existing season ticket holders who have not changed stand or category will automatically have their cards from last season "reloaded" to use on the turnstiles. Those who have changed stand or category are set to be contacted today (Friday) offering the choice of a season card or E-tickets, although cards may not be available in time for the first game of the season against Forest Green Rovers on July 30, with paper and digital provisions being offered for that game.
New season ticket holders will also be contacted today and offered the choice between a season card or E-tickets, and the club has urged all fans to respond by 9am on Monday to ensure arrangements can be made before the Forest Green game.
A statement from the club admitted the ticketing policy was flawed and offered an explanation for issues some supporters have experienced.
It read: "Having researched this option thoroughly and assessing all options and how they work elsewhere, we felt confident that we could move over to an E-season ticket in this coming season and work this alongside the current system of season cards and match-by-match sales; this was a blend of what we had seen from others and a process we felt could work across our fanbase. We also felt that this was a more environmentally-friendly means of getting supporters into the stadium.
"However, there have been some unforeseen issues that have complicated matters that we will break down below, as well as finalising a plan to address the concerns of all supporters.
"Firstly, when the stadium was set up for the new season, a subtle change had been made to the mapping and the data in the back-end of the site. This has meant that some of those renewing their season tickets were treated as a new purchaser and not renewing season sicket-holders, which led to the incorrect issue of e-tickets for some supporters.
"In addition, in hindsight, a one-size-fits-all approach was not suitable for the diverse nature of our fanbase as we appreciate that you all have varying needs."
The topic has been a source of strong debate among supporters in recent weeks and a member of the club's staff involved in the ticketing operation has closed his Twitter account due to comments they received.
Questions also were raised by some Gasheads who had been charged postage but received digital tickets, and the club has clarified why this is the case.
The statement continued: "We are also aware that there was some confusion from supporters who had paid for postage but then received their season ticket via email.
"The postage fee was correctly charged as all season ticket holders this season are due to receive packs in the post. Last season, this was set up as a free membership, however, following feedback, this year we have extended the offer to all season ticket holders. All packs will be with you in the coming weeks and contain a token of our gratitude for your continued support whether you have a card, or an E-season ticket."
Supporters with further questions have been urged to contact tickets@bristolrovers.co.uk.
Rovers have sold more than 5,000 season tickets for the year ahead after winning promotion to League One in May. with sales "the greatest in the club’s history, surpassing our previous record for season ticket purchases".
Season tickets were initially taken off sale earlier this month after the Forest Green game sold out, but sales have reopened with pro-rata season tickets available.
The club has made efforts to boost the capacity at the Mem for the new season, with the temporary family stand in the north east corner of the stadium removed, opening the area as terracing again.
The South Stand will house away fans, with the MKJ Group Stand in the south west corner of the stadium becoming the new family stand.
However, the capacity of the Thatchers Terrace will be reduced for the first two games of the season as punishment for pitch invasions against Forest Green and Scunthorpe United at the end of last season.
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