I had the same problem, the ticket office said that they were aware there was a problem and it was being worked on. They sorted it out their end though straightaway & my friend got an email with the e-ticket attached.
I have found the following from ispurs reference guest tickets:
One Hotspur members
As a One Hotspur member, you will need to bring your stadium access card with you on match day in order to gain entry into the stadium. Please present this card at the turnstile and the steward will...