online shop FAQs

Below are some of the frequently asked question (FAQs) about our new online shop. If you can't find the answer you are looking for below, please feel free to email or call us using the contact us information at the bottom of the page. 

which login do I use?

To login, click the link at the top right of the page - above the navigation menu (there's also a link on the shop page).

If you already have a login for our mobile app, then you use same one our online shop! 

If you have a smartcard and an existing online shop login, this will no longer work and you will need to either login with your app details or register a new account. Please note, you will need to add your smartcard(s) to your account after logging in - see below. 

how to add a smartcard to your account

Once you have logged in click on 'smartcards' and then 'add another card to your account' - this will take you to a page where you type in the long number on the back of your smartcard (which usually starts with 63359701) and press 'register smartcard' - once done your smartcard will appear in the list on the smartcard section allowing you to top it up. 

If you have more than one smartcard, you can repeat the steps above to add all your smartcards. 

why isn't my smartcard already in my account?

This is because whilst we are bringing the online shop and app accounts together, we are still using a separate system to manage the smartcards themselves. Because of this, you need to add your smartcard to your new account, but once you have done that, it stays in your account. 

will I lose any travel?

No - whatever travel is on your card is unaffected, you just will need to add the card to your new account to top it up. 

will I need a new card?

No - you just need to add your existing card to your new account. 

how do I top-up my smartcard?

Login to your account and go into your smartcard section. The smartcard you want to top-up should have a 'buy travel' link on it that you can click - you then just need to put your email address in and card details (you can save your payment card here for future ease) and hit 'buy top-up'. It's that simple.

Your top-up should be available on your card the next day, but please leave at least 24 hours to be sure.  

what is a subscription?

A subscription is a way of paying for your travel automatically using your debit or credit card - in the same way that you pay for other subscription services such as Netflix or Amazon Prime. Currently only available for delivery as a mobile ticket, you select the ticket you want (only available on the 7 and 30 day tickets) and your ticket will be bought each week or month automatically and delivered to your account, meaning you don't have to worry about buying your tickets. You ticket won't start until you activate it meaning you don't lose any travel and if you want to stop buying tickets, you just cancel your subscription at any time. There's no contract, no minimum spend just simple, easy travel options.  

what is the difference between a mobile ticket and a smartcard?

A smartcard is a plastic card that gets sent to you in the post. The advantage of a smartcard is that it won't run out of battery! You can top it up online and travel is generally available from the next day (but best to give it 24 hours to be sure that it has reached your card).

A mobile ticket is an electronic ticket that is sent to your phone through our app. The main advantage of an m-Ticket is that you get it as soon as you buy it and it is ready the moment you activate it - so no need to wait for delivery. It will also show you a countdown so you know when the ticket is valid until making it really easy to keep track of your travel.