An autistic football fan with learning difficulties feared he wouldn't be able to follow his team after being told to use digital tickets by the club.
Jonathan Smith, 60, has followed Liverpool FC for more than 30 years, but due to his condition cannot use smartphones on his own.
The season ticket holder from Connah's Quay, Wales, was initially declined for a photo ID fan card.
Jonathan's sister, Melanie Hughes, managed to get him a ticket to the friendly against Athletic Bilbao at Anfield on August 7, which was the first game using the club's new paperless ticket system.
The Reds have introduced Near Field Communication (NFC) for stadium access for the new season, which requires an electronic pass downloaded into a digital wallet on a mobile phone that is then scanned for entry, the Liverpool Echo reports.
This new process did not get off to a strong start for the Bilbao match, with many supporters stuck in long queues outside prior to kick-off and some choosing to head home instead, having lost all patience.
Melanie does not follow Liverpool and lives in Flintshire, Wales, but decided to come along and use her phone to download the ticket for her brother.
She said: "I am so glad I did otherwise he wouldn't have got in. He has learning difficulties and lives in supported living.
"He has no real knowledge of how to use money, other than he knows there is stuff he wants and he has to give something for it.
"Mobile phones and technology are impossible for him to work out."
Melanie contacted the club after that match to get an application form for a photo ID card, enabling him to get into Anfield on match day.
She sent off the application but heard nothing by Monday this week, so called the ticket office.
She said: "I managed to get hold of a very nice lady on the phone, and she said that we would get the photo ID fan card by Thursday.
"But on Monday evening I got an email saying Jonathan had been declined for a photo ID card because I had previously used the phone to get in and he should download the tickets.
"The next thing I tried to phone but all the lines were down. I then spent hours trying to use the online chat and all I got told was to email the disability team, and they didn't reply.
"I just think this is an unacceptable level of service and the lack of communication is appalling."
After the Echo contacted Liverpool FC, the club's ticketing department leapt into action.
By Friday morning, Melanie said an officer called her, opened Jonathan's file and immediately printed off a photo fan ID card, which he will be able to collect from the ticket office before Saturday's clash with Burnley.
She added: "I will sleep tonight".
