NFL London Fans Get Partial Refunds After Ticket App Glitches

Ticketmaster is offering partial refund credits to some fans who experienced delays entering Sunday’s Vikings-Browns game in London.

Complaints emerged on social media before the 2:30 p.m. local time kickoff at Tottenham Hotspur Stadium about long lines and technological glitches with the NFL OnePass app, which is the primary ticketing platform for the league’s international games. Ticketmaster is the NFL’s official ticketing partner.

While there was not a noticeable absence of fans in the stands when the game began, many did report not entering the stadium in time. The announced attendance was 61,082, which is near the venue’s capacity of 62,850, as Minnesota beat Cleveland 21–17.

In the aftermath of the logistical issues, some fans have been offered a 50% refund in the form of a Ticketmaster gift card.

“Dear Fan, We’d like to sincerely apologise for the difficulties some fans experienced when entering Tottenham Hotspur Stadium for today’s NFL London Game. This was due to a ticketing issue,” reads an email from Ticketmaster to some game attendees who experienced issues. “The experience fell short of our standards and the service we aim to deliver on behalf of the NFL. 

“Ticketmaster, the NFL and Tottenham Hotspur worked together to address the situation as quickly as possible. We understand that as a loyal NFL fan it was a frustrating experience, and we are grateful for your patience and cooperation as the situation was resolved. We would like to offer you a gift card to the value of 50% of the impacted ticket(s). We’ll be in touch within 48 hours with details on how to redeem it.”

It’s unclear how many fans have received the partial refund offer, as some ticket holders who did not experience significant problems have said they have not been contacted. 

On Sunday night, Ticketmaster released the following statement, “Ahead of today’s game at Tottenham Hotspur Stadium a number of NFL fans experienced delays entering the stadium due to a ticketing issue. The operation to safely admit ticketholders was fully coordinated with NFL and Tottenham Hotspur’s stadium operations team. Ticketmaster, the NFL and Tottenham Hotspur were able to verify ticketholders using a secondary form of verification. The situation was addressed as efficiently as possible and all fans entered the stadium safely.” 

It was the first of three consecutive NFL games in London. Tottenham Hotspur Stadium will host Broncos-Jets on Sunday, and Wembley Stadium will host Rams-Jaguars on Oct. 19. The league is playing a record seven games outside the U.S. this season.

Camera Interference?

During the Vikings-Browns game Sunday, Minnesota kicker Will Reichard missed a game-tying 51-yard field goal in the fourth quarter that appears to have potentially made contact with a camera cable hanging above the field before sailing wide right. The NFL has not commented on the play, but a source told ProFootballTalk that officials “had no clear view of the ball striking the cable.”

Meanwhile, in the Cowboys-Jets game at MetLife Stadium, a Justin Fields pass attempt deflected by Dallas edge rusher Dante Fowler Jr. hit Fox’s Skycam before falling to the ground; there was no redo of the play, despite the rules calling for one.

Rule No. 3, Section 2, Article 1 (r) in the 2025 NFL Rulebook states in part, “If a loose ball in play strikes a video board, guide wire, sky cam, or any other object, the ball will be dead immediately, and the down will be replayed at the previous spot.”