Frequently Asked Questions (FAQ)

In this section, you can find answers to the most relevant questions.

• 1. Sales: season tickets, tickets, magazine

  • 1.1. Season tickets

    • 1.1.1. How to restore a season ticket?
      To restore your season ticket, you must come to the stadium ticket office and bring your ID from 9:00 until 20:00 daily. It can also be done on a match day, but not later than 1 hour and 40 minutes before the kickoff. Service fee – UAH 20.
    • 1.1.2. How to reassign a season ticket to a new holder?
      To have your season ticket reassigned, you must come to the stadium ticket office and bring the ID of the current holder of the season ticket and the ID of its future holder. You will also be required to fill out a questionnaire. Service fee – UAH 20.
    • 1.1.3. How to return a season ticket?
      To return your season ticket, you must come to the stadium ticket office, produce your ID and fill out an application for a refund. It can be done no later than on the opening matchday of the new Ukrainian league season.
    • 1.1.4. How to exchange a season ticket for another one (different category, section, row, seat)?
      It is possible to exchange a season ticket for another one only if you want to change a cheaper category for a more expensive category or change your seat location within the same price category. You will be required to cover the price difference, pay UAH 20 for a new card and fill out an application for changing your seat location. You will also be required to bring a document to prove your ID.
    • Where can I find the application form for purchasing a season ticket?
      https://shakhtar.com/data/download/pdf/anketa_DA_white.pdf.

  • 1.2. Match tickets

    • 1.2.1. Where can I buy tickets for the match?
      You have several options to buy tickets for the match:
      - at the ticket office of Donbass Arena stadium - from 9:00 until 20:00 daily (189e Chelyuskintsiv St);
      - through the official ticketing website tickets.shakhtar.com;
      - at remote ticketing outlets (you can find the sales points list here: https://shakhtar.com/data/other/m_pro.html);
      - using FUIB-online service;
      - with the help of Privat24 online service and self-service terminals of PrivatBank.
    • 1.2.2. Do I need to exchange the tickets purchased using Privat24 and FUIB-online online service options, through PrivatBank terminals, from the stadium ticket office in order to enter the stadium?
      No, you do not. The tickets purchased with the help of these services are valid without being exchanged at the ticket office.
    • 1.2.3. Do I need to exchange at the stadium ticket office the ticket purchased on the official website tickets.shakhtar.com and printed out at home?
      No, you do not. The ticket printed out at home is the basis for entering the stadium.
    • 1.2.4. What printing options are better to select on the printer (colour/black and white) to print the ticket purchased through the official website tickets.shakhtar.com?
      Colour does not matter. The main thing is good printing quality.
    • 1.2.5. Can I get a refund for the tickets purchased through Privat24 and FUIB-online services, alongside PrivatBank terminals?
      v
    • 1.2.6. Can I return the tickets purchased through the official website tickets.shakhtar.com?
      This can be done before the match day in two ways:
      1. Come to the stadium ticket office with your ID and fill out the ticket refund form.
      2. Email to tickets.support@shakhtar.com.
      Ticket refund is unavailable on the match day.
    • 1.2.7. Can I return the tickets purchased at the stadium ticket office?
      Yes, you can. To do so you will need to come to the stadium ticket office. You will be required to have on you the proof of identity, your season ticket or FanID card you used to buy the tickets. Ticket refund is unavailable on the match day.
    • 1.2.8. Can I return the tickets bought at remote ticketing outlets?
      No, this is impossible.
    • 1.2.9. What is the delivery fee for the tickets purchased through the official ticketing website tickets.shakhtar.com?
      Ticket shipping fees:
      - in Donetsk – UAH 35,
      - throughout Ukraine – UAH 100,
      - abroad – UAH 500.
    • 1.2.10. How long does it take them to deliver the tickets purchased through the official website tickets.shakhtar.com?
      Ticket delivery is carried out by courier service:
      - in Donetsk - within 2 business days,
      - throughout Ukraine - within 3 business days,
      - abroad - within 6 business days.
    • 1.2.11. How to have your ticket restored?
      To have the ticket purchased at the stadium ticket office restored, you will be required to bring your ID and the season ticket/FanID card you used to buy the ticket. This service is free of charge.
      
      The tickets purchased through the official website tickets.shakhtar.com, can be restored by applying to the stadium ticket office with your passport, the code (or ID number of your order) and fill out an appropriate form.
      
      The tickets purchased through the online services Privat24, PUMB-online, as well as through PrivatBank terminals and remote ticketing points, cannot be restored if they had not been preliminarily linked to your FanID card or season ticket.
      
      On the match day, you can have your ticket restored no later than 1 hour and 40 minutes before the kickoff.
    • 1.2.12. How can I make a group application?
      You can make an application by following the link https://shakhtar.com/en/commerce/tickets/.
    • 1.2.13. At what age should a child need a ticket?
      You do not need to buy tickets for children of 3 and under. They enjoy free entry without occupying an individual seat. You should have their birth certificate on you.
    • 1.2.14. Are any concessions available for children of 4 up, students and pensioners?
      You can check the table of discounts for the 2013/14 season by clicking on the link: https://shakhtar.com/data/img/tabliza-skidok-ru.jpg.
    • 1.2.15. Can the children having the Single Ticket ID be entitled to any additional tickets?
      Yes, they can buy 2 more tickets of the standard V category. Except for the top-rated matches, the CL and EL games.

  • 1.3. Magazine

    • 1.3.1. How can I subscribe to FC Shakhtar magazine?
      You can subscribe to the magazine by following the link https://shakhtar.com/en/media/mags/.
    • 1.3.2. When and where will the presentation of the next issue of the magazine be held?
      We inform our readers of the events timed to coincide with the print edition release well in advance. Please follow the news on shakhtar.com site.
    • 1.3.3. I have not received the magazine, who can I address regarding this issue?
      On the undelivered Shakhtar magazine issues, as well as to confirm your payment and have the subscription term clarified, you can contact the subscription unit clerk on: +38 050 420 19 36, +38 062 387 02 23.

• 2. Marketing: loyalty scheme

  • 2.1. Where can I get information about the loyalty scheme for season ticket holders?
    You can get information on the loyalty scheme for season ticket holders by clicking on the link: https://shakhtar.com/en/commerce/seasontickets/lprogram/.
    You can get information on the loyalty scheme for FanID card holders by clicking on the link: https://shakhtar.com/en/commerce/loyaltyfanid/.
  • 2.2. How can I know the bonus account status using the season ticket or FanID card?
    To learn the earned discount percentage, you must be a registered user on the official site of FC Shakhtar.
    1. You need to log in to Your Account on the official site of FC Shakhtar Donetsk, link your season ticket or FanID card to Your Account following the guidelines on the site. Your Account will have all the information you need.
    2. On the official website, go to the Tickets section, choose the Loyalty Scheme page, click on the Check Your Bonus link (top right-hand side) and enter the series, card number and the unique ID code or follow the link: https://shakhtar.com/ru/bonus/.
    Also, this information can be obtained directly at the stadium ticket office, for this you will need to tell them the series, the card number and the unique ID code.
  • 2.3. How to convert the accumulated bonus into discount to purchase a season ticket?

    ACCUMULATED PERCENTAGE	FINAL DISCOUNT
    28-30%	30%
    23-27%	25%
    18-22%	20%
    13-17%	15%
    8-12%	10%
    3-7%	5%
    0-2%	0%

  • 2.4. Where can I get a FanID card?
    The card is handed free of charge at the stadium ticket office while purchasing tickets for UL/ EL / CL. To receive the card you will be required to fill out the scheme participant application.
  • 2.5. How to restore the FanID card?
    You can have your FanID card restored at the stadium ticket office from 9:00 until 20:00 daily, the service fee is UAH 10. You should have your ID on you.
  • 2.6. How to reassign the FanID card?
    You can reassign the FanID card at the stadium ticket office from 9:00 until 20:00 daily.
    This service is free of charge. To have the card re-registered, the new holder must complete the scheme participant application form.

• 3. FC Shakhtar Academy

  • 3.1. How to enter the Academy?
    The children and youth division of FC Shakhtar structurally consists of two components: children’s Academy and professional Academy.
    Boys aged 7 to 13 are trained at the children’s Academy. The best of them enter the professional Academy, which is located at STC Kirsha.
    Players under 13 are recruited by the Academy through trials that are held annually in April and October on artificial pitches of CS Shakhtar, which is announced in advance on the club website.
    Also, if you reside in close proximity to one of the Academy branches, you have an opportunity to arrange for a trial with the branch coordinator well in advance by contacting them by phone.
    The list of branches and the necessary contacts can be found on our website at: http://academy.shakhtar.com/en/information/filials/.
    The Academy’s scouting unit has the exclusive right to select players for the professional Academy.
    For this purpose, the player must be within the structure of children and youth schools of the football clubs participating in competitions of any level. Our scouts view young talents across Ukraine, so everyone has a chance to be invited to a trial in Donetsk and show their best qualities.
  • 3.2. Can foreign nationals play for Academy teams?
    Under the Charter of the Children and Youth Football League of Ukraine, players of foreign origin under 18 cannot be enlisted for participation in Ukrainian League competitive games. Foreign citizens have the right to play for U-21 team and the senior team of the clubs. If a player is not 18 yet, but his level corresponds to the Academy’s U-21 level, our scouting unit will be ready to consider this candidate.
  • 3.3. What are the selection criteria at the Academy?
    According to the results of the trial by scouts and coaching staff, they determine the player’s outstanding qualities to achieve results in the training system of FC Shakhtar. This takes into account his anthropometric data, physical and functional condition, ability to learn, individual technical and team tactical skills, medical record and correspondence of his psychological characteristics to the team sport.
  • 3.4. How much does the Academy training cost?
    The Academy training is free for its students.
    The Football Club Shakhtar fully covers the expenses associated with the training routine, meals, housing nonresident players, medical support, conducting team and cultural events, training camp trips, regional and international competitions, as well as the provision of original player kits.

• 4. Liaison with supporters and social projects

  • 4.1. Let's Play! project

    • 4.1.1. How to join the project?
      It is necessary to decide on the most convenient ground location, call the administrator and learn the training schedule. The location of grounds can be checked by phone on +38 067 543 78 01.
    • 4.1.2. How much is one lesson within the project?
      Football classes within the Let's Play! project are free of charge.
    • 4.1.3. At what age do they admit to the project?
      They admit to the project the boys and girls aged 7 to 12.
    • 4.1.4. Is this a football Academy?
      No, these are amateur football classes from FC Shakhtar, though sometimes trainings are attended by scouts and coaches of the children's Academy of FC Shakhtar and they may invite to trials the most talented and active children.
    • 4.1.5. What should we take to training?
      Going to the training, you need to take your sportswear and sports shoes with smooth soles (without studs), as well as drinking water.
    • 4.1.6. When will new grounds be opened? Where?
      FC Shakhtar plan in accordance with the development strategy to systematically build, reconstruct and open mini football grounds in other areas and places of Donetsk oblast. The time and place of opening new venues will be announced additionally.
    • 4.1.7. Who conducts trainings?
      Trainings are conducted by expert volunteer coaches, who underwent training at the children’s and youth academy of FC Shakhtar.
    • 4.1.8. How to become a volunteer within the project?
      To become a volunteer coach in the Let’s Play! project, please call +38 067 620 23 01.
    • 4.1.9. Can children over 12 take part in the project?
      Children of 12 to 15 can take part in the project subject to formation of the full group (16 individuals) and availability of free time beyond trainings of major groups in the ground.
    • 4.1.10. What physical preparation is needed for the project?
      To participate in the project fitness is not required! All children regardless of their physical abilities and skills are enrolled for classes.
    • 4.1.11. What documents are required to enroll in the project?
      To start training, you must provide a medical certificate allowing your child to exercise (available from your school doctor).
    • 4.1.12. Is it possible for adults to play football at these grounds?
      The ground rental service option is available for adult football. For more information, please call +38 067 620 23 01.

  • 4.2. Orange Laces project

    • 4.2.1. What is Orange Laces project?
      Orange Laces is a club for youngsters who love football, Shakhtar and everything related to it.
    • 4.2.2. At what age can we join the club?
      Boys and girls of 7 to 12 can be the club members.
    • 4.2.3. What is the Orange Laces club membership fee?
      The club membership is free.
    • 4.2.4. What are the advantages enjoyed by the project participants?
      They can take part in the following activities:
      
      • Meetings with the players.
      • Taking to the field with players before matches.
      • The Pitmen’s press conference.
      • Tour of Shakhtar’s training centre.
      • New Year's Eve, Pancake Week and sport festivals at Donbass Arena.
    • 4.2.5. What does it take to join the Orange Laces club?
      There are several options:
      
      - fill in the questionnaire at the southside reception of Donbass Arena,
      - register on the junior.shakhtar.com site,
      - if you have a kid aged 0-6, you can register at the Fan Shop of Donbass Arena and receive a gift. For this you need to come to the Fan Shop and produce a copy of the child’s birth certificate.
    • 4.2.6. What does it take to get my child lead a player out by the hand at one of Shakhtar’s matches?
      Boys and girls aged 7-10 can take part in this ceremony.
      To do this, you need to contact the call centre of FC Shakhtar on +38 062 388 88 83 and tell them the full names of the child and the parents, the child's date of birth and the number of the Orange Laces certificate.
      Only those Orange Laces project participants can lead teams out at Shakhtar’s Champions League games, who attended all of the Pitmen’s home games in the current season using their own season cards. The Family Club season card holders have priority.

  • 4.3 Fan movement

    • 4.3.1. Is there a fan club locally or how to open a fan club?
      Information on existing fan clubs can be found here https://shakhtar.com/en/fanclubs/.
      Applications for opening fan clubs are accepted at fan@shakhtar.com or on +38 062 387 02 38.
    • 4.3.2. How to attend an away match?
      Tickets for the away section at away matches and tickets for bus tours throughout Ukraine can be purchased at the Donbass Arena ticket office. Ticket sales kick off 7-10 days prior to the match date.
      You can learn more information from the news in a special section https://shakhtar.com/en/news/tickets/.
      You can find more information about the European competition tours (air and coach tours) at https://shakhtar.com/en/tourslc/.

• 5. Cashless payment system

  • 5.1. What payment means can be used at food outlets in the stadium?
    To make purchases at food outlets in the stadium, you can use the following payment instruments:
    
    - 2013/14 season ticket;
    - FanID card;
    - PFC card, Orange Laces card;
    - DA Money card (new type, on sale since 01/01/2014).
  • 5.2. Can I use a season card, FanID card and new-type DA Money card to pay for purchases in the Fan Shop and at the stadium ticket office?
    No, this is not possible. At these outlets, you can pay for your purchases in cash or by bank (credit) card only.
  • 5.3. Where and how can I top up my season card or FanID card?
    The card can be topped up in several ways:
    
    1. At the stadium ticket office from 9:00 until 20:00 daily. You should have the card on you.
    2. During a match, promoters are available in the stadium bowl, who top up cards. You should have your card on you.
    3. Topping up your card online: http://donbass-arena.com/en/services/other/popolnenie/.
    
    In order to top up your card online, you must first activate it by making your first purchase at the stadium: using your card for payments at fast food outlets, stadium street food outlets or at the Fan Café.
  • 5.4. Where and how can I top up my DA Money card?
    DA Money card can be topped up in several ways:
    
    1. At the stadium ticket office from 9:00 until 20:00 daily. You should have the card on you.
    2. During a match, promoters are available in the stadium bowl, who top up cards. You should have your card on you.
    
    The option of topping up DA Money card online is unavailable.
  • 5.5. How can I check the season card or FanID card balance?
    You can check the card balance as follows:
    
    1. At the stadium ticket office or with promoters in the stadium bowl on the match day. You should have the card on you.
    2. If you are a registered user of FC Shakhtar website and your card is linked to your account, then you need to go to My Account, which displays information about the current status of your card account. The balance information is updated during 24 hours after the most recent transaction.
  • 5.6. What is the minimum topping-up amount *?
    The minimum topping-up amount depends on the card crediting channel you use.
    
    1. Ticket office – UAH 1.
    2. Promoters in the bowl – UAH 10 or an amount multiple of 10.
    3. Topping up online - UAH 1, except web-money – UAH 10.
    
    * The company reserves the right to alter the minimum amount credited
  • 5.7. What is the maximum topping-up amount *?
    UAH 2,000.
    
    * The company reserves the right to alter the maximum amount credited
  • 5.8. How to get the card balance back?
    You can get your card balance back only at the stadium ticket office from 9:00 until 20:00 daily. You need to have your card and your ID on you.
    A refund of the balance of old-type DA Money cards is available until the end of the 2013/14 football season, specifically through 30/06/2014 only, with subsequent option cancellation.
  • 5.9. What is the validity period of a DA Money card?
    Old-type DA Money card is valid through 31/12/2013, with subsequent blocking.
    New-type DA Money card is valid through 30/06/2015, with subsequent blocking.
  • 5.10. What is the value of a DA Money card?
    UAH 10.
  • 5.11. Is it possible to transfer funds from one card to another, for example, from an old-type DA Money card to the FanID card or from last year’s season ticket to the 2013/14 season card?
    Yes, this can be done at the stadium ticket office from 9:00 until 20:00 daily.
    Transfer of funds from the old-type DA Money card to any other payment instrument is available only through 30/06/2014, with subsequent option cancellation.

• 6. Stadium security

  • 6.1. Where can I read the stadium rules of conduct?
    http://donbass-arena.com/en/arena/rules/.
  • 6.2. Can I bring in a camera for matches?
    It is forbidden to use professional photo and video equipment in the stadium. You are not allowed to bring in cameras with a focal length exceeding 85 mm and a tripod.
  • 6.3. How many hours before the match are the stadium’s external gates opened?
    The gates open 1 hour and 30 minutes before the match kickoff within the UL/UC.
    When hosting CL/EL matches, gates may open 2 hours before the match kickoff.
  • 6.4. Can I bring bottled water into the stadium?
    It is not allowed to bring in glass and plastic containers, including Tetrapak. These are the standard rules for all stadiums, and this is due to the fact that the visitors can impulsively throw bottles on the pitch. Thus, one can cause injuries to players or other supporters. You can buy water at fast food outlets in the stadium contained in plastic or paper cups.
  • 6.5. Is it possible to hand in for storage the personal belongings which are not allowed into the stadium?
    You will have the possibility to leave your stuff in the storage.
  • 6.6. Do you tackle ticket touts?
    Unfortunately, our legislation lacks legal base for touting. Fighting resellers is within authority of law enforcement agencies. However, we also keep track of ticket reselling offers. Measures taken towards such individuals include cancellation of tickets and season cards, alongside stadium attendance restrictions.
  • 6.7. Is it allowed to bring in a tablet?
    Yes, this is allowed.
  • 6.8. Can I smoke in the stadium?
    Smoking is forbidden in the stadium.
  • 6.9. Can I enter the stadium with an umbrella?
    You can not enter the stadium with a cane umbrella, though you can with a folding umbrella.

If you have not found the answer to your question, please contact the information centre on +38 062 388 88 83.