Manchester United fans have expressed their outrage as “thousands” have had their season-ticket accounts restricted. The action comes after the club sought to identify potential ticket touts and those violating their ticketing terms and conditions.

Supporters told BBC Sport that many affected include some of the most loyal fans, who insist they have done nothing wrong. Andy, a season ticket holder for over 35 years, voiced his frustration after receiving a restriction notice on Monday night. “I feel angry about it – they just want us gone,” he said.

“My dad has been a season-ticket holder since 1974, when we were in the second division. He is a pensioner now and I assist him with all the online tasks since the introduction of digital tickets. Going to the match is our bond. Sometimes, it’s what keeps older people alive.”

“It’s stressful enough for my own mental health, but I think it could make my dad ill.”

Manchester United has declined to comment on the process or the fan backlash when approached for input.

‘They don’t want fans, they want customers’

In one email seen by BBC Sport, Manchester United informed a supporter: “We have identified patterns linked to your ticketing account that we need to understand more clearly. We need to establish whether there is a straightforward explanation for the activity identified.”

Currently, those under scrutiny have faced restrictions on their online accounts, preventing them from purchasing or transferring tickets.

Supporters flagged by the club have been asked to submit evidence to defend themselves against any wrongful accusations. Thus far, United has not revoked any tickets, and an appeals panel will decide each case before the Premier League season starts on August 22.

Yet, supporters like Andy feel they have not received clear information about the accusations against them, which adds to their anxiety. “They have already taken my season ticket money,” he remarked, expressing frustration over the lack of empathy from the club.

“I feel like people are punished for their loyalty. They don’t want fans; they want customers.”

According to a social media post from the Manchester United Supporters’ Trust, the club has “been sending out account suspensions and season-ticket cancellation notices to thousands of supporters.” The trust stated that they have received numerous requests for assistance and have offered individual advice to many fans, highlighting that the situation has caused “huge concern.”

“We are increasingly concerned that the current approach risks causing significant unintended consequences,” they added.

How has the process worked and what have Man Utd said?

The use of physical season tickets has become outdated in the Premier League. Clubs now employ digital systems where fans download tickets directly to their devices. This transition has often been accompanied by stricter rules regarding ticket transfers.

At Manchester United, for instance, fans risk losing their season tickets if they neglect to attend or transfer their ticket to approved individuals for at least 16 out of 19 Premier League fixtures. Last season, the club moved 500 season ticket holders from long-held seats to accommodate an influx of hospitality tickets.

Since the partial takeover by Ineos in 2024, the Red Devils have made sweeping workforce cuts, including in ticketing. The approach to identify suspicious accounts relies largely on automated third-party software.

In a message to the fans’ forum, United defended their actions, asserting that most accounts flagged for potential misbehavior are indeed valid. “Our recent operation focused on instances where multiple accounts displayed activity patterns that may be centrally controlled or managed using automated software,” the club stated.

Last season, United targeted ticket touting, canceling 22,000 tickets for the first five home games. They consider this figure “the tip of the iceberg,” estimating that about 10-15% of season tickets are under the control of touts.

“Every single one of our members with a season ticket has had the email,” says the secretary of a United supporters’ club in Northern Ireland, who has been a fan for over 50 years and prefers to remain anonymous. “If one of our members can’t attend a game, they’ll usually offer it to another member, and many of our accounts are interconnected. Everything is fair and done at face value. But the club doesn’t seem to understand that, or want to.”

Fans conveyed to BBC Sport that they believe some of the club’s most loyal attendees have been mistakenly targeted due to their tendency to allow friends or family members to log into their accounts for ticket purchases or assistance with their tickets. “It feels like you’re not allowed to help your mates out and pass your ticket on, because the club will accuse you of touting,” Andy remarked.

“Yet, you can sell your ticket back to them, and they’ll resell it at a much higher price by adding on some free drinks or food.”

Is this part of a wider Premier League problem with tickets?

Touting, the illegal resale of match tickets at inflated prices, is rampant in the Premier League. Last season, BBC Sport exposed the black market of tickets available for resale online, circumventing UK laws against ticket touting by operating from abroad.

Manchester United maintains that revoked season tickets should be reallocated to supporters on the waiting list. However, some fans worry that clubs, particularly the wealthier ones, prefer fewer season-ticket holders, as selling tickets for individual matches can generate more income.

The theory is that infrequent tourist fans are more likely to spend money at the stadium and club stores than regular attendees. Notably, the number of season-ticket holders at Old Trafford has declined from 64,000 in 2006 to 46,800 in 2026.

“Season ticket rules are definitely a concern,” states Thomas Concannon, Premier League network manager at the Football Supporters’ Association. “We’ve all benefited from passing a ticket on for face value, and fans worry that even that straightforward act is now against the rules. We need a proper consensus on the regulations across all clubs. Losing a season ticket harms the atmosphere and means you’re losing that fan for life. We stand behind protecting season-ticket holders and aiming to include as many of them as possible.”