CREDENTIAL CHANGE PROCESS
1. What members must carry out this process?
Only members with a seniority prior to 23 February 2021 must carry out this process.
2. Why do I have to generate new credentials?
In order to offer a better experience and security to all our members, a new online identification system has been implemented for all our digital platforms. The aim is to make it easier and more secure for members to use our platforms.
Your username will not change every season. It will be easier to remember! Until now, Atlético members identified themselves on our platforms with their membership number (username) and PIN (password). Every year, with the change of season, the membership number changed and, therefore, so did the username to access our platforms. From now on, you will not have that problem. The use of your ID as a user will allow your username to remain the same and you will be able to use it at any time without any problems.
In addition, we strengthen your security. We have changed from a four-digit password (PIN) to one with a minimum of eight alphanumeric characters, which you can change at any time.
3. I am a member and I have not received any communication to change my access data
Don't worry, here you have all the guidelines to generate your new credentials easily. It is possible that the e-mail with the information may have arrived in your spam folder. If this is the case, try to mark the email as a communication of interest to you so that you will have no problem receiving future communications from us in your inbox.
It may also be that you have not received our email because we do not have your contact email address, it is out of date or it is incorrect. If we don't have your contact email, we will contact you via a text message to your mobile phone.
If you have not received an SMS either, it is possible that we do not have any way of contacting you. In this case, please write to us at [email protected] and we will let you know what information you need to provide to complete the process of changing your credentials. We will be happy to assist you.
4. I have completed the process of generating new passwords and I get an error message when I enter my ID or mobile phone number
If during the process of generating credentials you have entered some personal data that the system detects as erroneous, it may be that your file is out of date in our database.
Write to us at [email protected] and we will help you to update your information so that you can generate your new credentials without any problems.
5. After going through the process I only have one password, even though I have several membership numbers.
You can now operate with all your membership cards using a single username and password. It is much easier and more convenient.
6. What is the username for a child under 14 without an ID card?
If you are under 14 years of age, you should ask your legal guardian registered with the club to help you generate your username and password. Your guardian is the person who registered you as a member and who is responsible for you for any matters related to Atlético de Madrid.
Once your guardian has accessed the process with their details, the system will offer them the possibility to generate your credentials.
As you do not yet have an ID number, your user will be the tutor's ID followed by a number.
Practical example
Guardian’s ID: 12345678V
Login of the first ward: 12345678V1
Login for the second ward: 12345678V2
Login of the third ward: 12345678V3
7. I am not a member, but I am tutoring a child under the age of 14 who is a member. How can my ward get his or her credentials?
Guardians who are not members of the club and who are guardians of members under 14 years of age without an ID must generate the child's credentials.
To do so, guardians must access the password generation process from this page and enter their personal details to identify themselves as a guardian and be able to generate the credentials for their ward.
8. I have my subscriptions in the name of a company, what is my username?
Your new user will be the company's VAT number. However, as in the case of individuals, you will also have to go through the process of generating passwords.
9. Can I purchase tickets with several member discounts in the same purchase?
In order that several members can purchase tickets in the same purchase and benefit from the discount or priority, the club has created membership codes.
Practical example
Imagine you want to buy two tickets for a match, one for you and one for a friend who is also a club member. To buy your two tickets with discount or priority in the same purchase, you will have to do the following:
1. Your friend must access the virtual office in the member codes area and request one for Football tickets or Territorio Atleti. It is very important that you do not take more than 24 hours between the request and the purchase because otherwise the code will expire and you will have to request another one.
2. Your friend will send you the code.
3. Once you have your friend's code, you will start the purchase process where you must first identify yourself as a member with your ID and password.
4. Then, you will have to add your friend's code and validate it.
5. The discounts or priority will be automatically applied to your two tickets.
