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Flow: Standard Ticket Purchase (Public User)

Actor

Regular fan purchasing tickets for the first time

Preconditions

  • User has Croatian OIB (only users with OIB can purchase tickets, however they can buy for foreigners)
  • Match tickets are on sale
  • User has payment method (credit card)

Flow Steps

  1. Browse Matches

    • User opens HNS mobile app
    • Views list of upcoming matches
    • Selects desired match
    • System prompts for account creation/login

  2. Select Zone and Quantity

    • Views available zones with pricing
    • Pricing Rules:
      • Pre-sale Period (until day before match): Discounted price displayed (e.g., 40 EUR instead of 50 EUR)
      • Match Day: Full price applies (no discount)
      • System shows applicable price based on purchase date
      • Discount banner: "Pre-sale discount valid until [day before match date]"
    • Selects desired zone
    • Selects number of tickets (up to 4)
    • System shows total price (with discount breakdown if applicable)

  3. Add to Cart

    • Reviews selection
    • Clicks "Add to Cart"
    • System automatically assigns best available seats in selected zone using snake algorithm
    • System reserves seats with countdown timer
    • Note: User has 20 minutes total from entering queue (not from adding to cart) to complete entire purchase. Timer shown reflects remaining time from queue entry.

  4. Checkout

    • User proceeds to checkout

  5. Enter Ticket Holder Information

    • Important Notice Displayed:

      • System shows information banner: "Email Required: Each ticket will be delivered to the HNS mobile app linked to the email address you provide. All tickets with the same email must enter the stadium together on the same device."
      • Additional note: "If someone doesn't have a mobile phone or email address, use the email of the person who will accompany them and have both tickets on the same device."

    • For Ticket 1 (Primary Buyer):

      • Important Requirements:
        • Primary buyer must be the same person as the logged-in user making the purchase
        • Primary buyer must be of legal age (18 years or older)
        • Minors cannot be the primary buyer - they must be accompanied by an adult
      • System automatically uses user's default ticketing profile for ticket 1
      • Details displayed from default profile: full name, date of birth, nationality, OIB/passport, email, phone
      • Badge shown: "Your Ticketing Profile (Primary Buyer)"
      • No option to change ticket 1 to a different profile - primary buyer is always the logged-in user
      • If default profile incomplete: System prompts user to complete profile before continuing (see Alternative Flow A4)

  6. For Additional Tickets (2-4, if applicable):

    • For each additional ticket, user can either:
    • Select from saved profiles: Choose from previously saved profiles (family, friends) in account
    • Enter new details: Manually enter full name, date of birth (DD.MM.YYYY), nationality, OIB (for Croatians) or passport number (for foreigners), email, phone number (optional)
    • Option to save new details as profile for future purchases
    • Email Field:
    • Email address field visible, by default prefilled with buyer's email
    • System validates email format
    • System allows same email for multiple tickets with warning: "These tickets will be on the same device and must enter together"
    • If email left blank: Ticket remains on buyer's app - buyer must enter stadium together with this ticket holder
    • Minor Ticket Holder Restriction:
    • If ticket holder is a minor (under 18 based on date of birth), email field is disabled
    • Info message: "Tickets for minors cannot be assigned to a separate email. Minor must enter with accompanying adult."
    • Ticket remains on buyer's app; minor and adult must enter together using buyer's device

  7. Identity Uniqueness (per match):

    • Each ticket holder must have a unique OIB (Croatians) or passport number (foreigners) per match
    • The same OIB/passport cannot appear on multiple tickets for the same match, even across separate purchases
    • If duplicate detected within the form: inline error on the field + submission blocked
    • If duplicate detected against existing tickets for the match: server-side rejection with clear error message
  8. System validates all OIB entries for Croatians (format and checksum)

  9. System performs real-time blacklist check for all attendees (all selected profiles)

  10. Payment

    • User enters credit card details
    • System processes payment via Payment Gateway
    • Payment confirmed

  11. Confirmation

    • User receives order confirmation on screen
    • Email sent with order confirmation (tickets will be sent later)

  12. Post-Purchase

Alternative Flows

A1: Purchase Time Expires

  • If user doesn't complete purchase within 20 minutes from queue entry
  • System releases reserved seats
  • User receives notification
  • User loses queue position and must rejoin at the end of queue

A2: Blacklist Hit

  • If user or attendee is blacklisted
  • System blocks purchase
  • User receives error message: "HNS is prevented from selling a ticket to this person pursuant to applicable law. For all information regarding this restriction, please contact MUP (Ministry of Interior)."

A3: Payment Fails

  • If payment is declined
  • User can retry with different payment method until reservation timer expires

A4: Incomplete Default Profile

  • At step 5, system detects user's default ticketing profile is incomplete (missing OIB or other required fields)
  • System displays prompt: "Complete your ticketing profile to continue"
  • User clicks "Complete Profile" button
  • System displays default profile completion form with required fields:
    • Full Name
    • Date of Birth (DD.MM.YYYY, must be 18+ for primary buyer)
    • Nationality
    • OIB (for Croatians) or Passport (for foreigners)
    • Email
    • Phone
  • User completes all required fields
  • System validates and saves default profile
  • User returned to checkout with default profile now pre-filled for ticket 1
  • Purchase flow continues normally

A5: Ticket with No Email Assigned

  • User left email blank for one or more additional tickets during checkout (Step 5)
  • Ticket remains assigned to buyer's app
  • Post-Purchase:
    • All tickets visible in buyer's "My Tickets" section
    • Tickets with no email show badge: "On Your Device"
    • Info message: "This ticket holder must enter with you"
  • At stadium entry: Buyer and ticket holder must enter together using buyer's device
  • Note: Email cannot be assigned/changed after purchase - this is final

Last Updated: January 2026

Note on Away Fan Tickets: Away team fan tickets are always sold at full price (no pre-sale discount applies). Away fan tickets are distributed exclusively through quotas managed by HNS.