Important information for recipients of an email from LFC about recommended password changes

Thank you for visiting our password guidance page.

We have become aware of unauthorised access to a Liverpool Football Club staff account by what we believe to be a malicious person or group. Our security team have been working with external experts to investigate this incident and confirm our systems are secure.

We have no indication that anyone has accessed personal information. But because unauthorised access may have been technically possible, we are recommending password changes to a group of our supporters as a precautionary measure.

On this page you'll find all the information you need about how to reset your password for each LFC service. You will also find advice below on good password security tips.

Please follow this step-by-step guide below, bearing in mind the actions recommended in the email we have sent to you to be sure you have completed the password reset process.

Thank you for taking the time to reset your LFC passwords.

STEP 1

If our communication to you advised that we have reset your password(s) then please click here to change to a password of your choice. Alternatively, please login to the ticketing and membership system here and scroll down to the CHANGE PASSWORD section.

If you answer YES to any of the questions below then click here to reset your password for the system that manages membership and tickets.

Have you ever been an LFC member?
Have you ever bought a ticket to an LFC home or away match (hospitality or otherwise)?
Have you ever bought a ticket to an LFC event?
Have you ever logged on to access exclusive Boardroom, Executive lounge or Hospitality content on our website?
Have you ever registered in the Hospitality ballot to get away tickets?
Have you ever made your tickets available for resale via LFC?
Are you on the season ticket waiting list and have you logged onto the waiting list to check your position?

I’m not sure if I’m registered... How do I check?

Follow the link above to reset your password. If you enter a membership number that isn't registered, you'll see the message "An unexpected error has occurred, please try again later." This means you have mis-typed your membership number or don't have an account for these services.

STEP 2

If you answer YES to any of the questions below then click here to reset your password for the system that manages our online store, apps, forums, subscription video and volunteering...

Have you ever registered with the online store or bought anything from us online either in the UK or internationally (except from our Chinese online store)?
Have you ever downloaded our LFC Official app either for Android or Apple?
Have you ever subscribed to see LFC video content?
Have you ever joined the official LFC fan forums?

I’m not sure if I’m registered... How do I check?

Follow the link above to reset your password. If you enter an email address that isn’t registered, you’ll see the message “This email address was not found, please try again”. This means you have mis-typed your email address or don’t have an account with these services.

STEP 3

If you answer YES to any of the questions below then click next to the question to reset your password for that system...

Have you ever taken part in an official LFC research panel? If so click here
Are you a Branch Secretary of an official Supporter’s Club? If so click here
Have you ever bought anything from our china.store.liverpoolfc.com? If so click here
Have you ever applied for a permanent role at LFC? If so click here
Have you ever applied for a casual role at LFC? If so click here
Have you ever registered for our UK soccer school? If so, click here
Have you ever registered for our international soccer school? If so click here
Have you ever bought anything from the LFC Picture Store online? If so click here
Have you ever registered for volunteering opportunities via the LFC Foundation? If so click here
Have you ever entered an LFC competition online? If so click here

I’m not sure if I’m registered... How do I check?

It’s a bit different for each service. Click here to see the instructions below...

Further assistance

If you are experiencing any problems resetting your password, or have any further questions, please see our frequently asked questions below:

Q: Can you reset my passwords for me?
A: No, for your security we cannot reset your password for you – only you should know what your new password is; don’t share it with anyone else.

Q: I’ve followed the steps to reset my password but haven’t received an email with the password reset link. What should I do?
A: Please wait for an hour to allow your password reset email to arrive. If you haven’t received it, check your email spam or junk folder to make sure it’s not in there.

Q: Can you tell me which systems I have an account for?
A: For your security we will not provide this information over the phone. If you’re not sure whether you’ve got an account for a particular LFC service, follow the instructions above to check if you have an account.

If you still have a question, you can call our Fan Services team on 0151 264 2500. We're open 8.15am to 5.45pm Monday to Friday, and 9.15am to 3pm Saturday.

STEP 3 - continued

To check if you have an account on each system, follow the password reset link above. If you do not have an account, here is what you’ll see (it’s different for each system):

Have you ever taken part in an official LFC research panel?
No account: You’ll see a message saying an email will be sent to you. If you don’t receive the email in 30 minutes (check your spam/junk folder), you don’t have an account registered
Are you a Branch Secretary of an Official Supporter’s Club?
No account: No message will be displayed and you will not receive a password reset email. If you have further queries, contact the OLSC team.
Have you ever bought anything from our china.store.liverpoolfc.com?
No account: "User not found"
Have you ever applied for a permanent role at LFC?
No account: You’ll see a message saying an email will be sent to you. If you don’t receive the email in 30 minutes (check your spam/junk folder), you don’t have an account registered
Have you ever applied for a casual role at LFC?
No account: "The email address you have entered has not been recognised. Please ensure you have entered the correct email address."
Have you ever registered for our UK soccer school?
No account: No message will be displayed and you will not receive a password reset email.
Have you ever registered for our international soccer school?
No account: “Email not found”
Have you ever bought anything from the LFC Bootroom online?
No account: "Your e-mail address cannot be found in our database."
Have you ever bought anything from the LFC Picture Store online?
No account: "The user account / email you entered does not exist in the system"
Have you ever registered for volunteering opportunities via the LFC Foundation?
No account: "That email address has not been registered. Please try again or send us an email”
Have you ever entered an LFC competition online?
No account: "Invalid login"

Password Security Tips

Avoid using the same password for multiple accounts (whether Liverpool Football Club accounts or accounts with other organisations)
Avoid words that are easy to guess such as, names of pets or family members, family name, birthdays, name of LFC (or anything LFC-related) or any other football club, sequences of numbers (e.g. 12345678910) or single words which appear in the dictionary
Consider using a reputable password manager to manage your passwords to avoid writing them down or forgetting them
Use strong passwords. To create a strong password we recommend, where you can, that you:
- Choose random words or a whole sentence which is easy for you to remember (such as a line from a song or a poem)
- Use as many characters in your password as you can
- Use upper and lower-case letters
- Use numbers (but remember that common replacements can easily be cracked such as replacing the letter 'l' with the number '1')