Smartcard help and support

Everything you need to know about using your SWR Touch Smartcard

Contact

If our FAQs below haven’t answered your question, you have some feedback, or your card is lost or stolen, please contact our Smart Support team on 0345 810 1010 or smartcards@swrailway.com

Delay Repay

If your journey has been delayed by 15 minutes or more, you can claim Delay Repay on southwesternrailway.com/delayrepay

FAQ categories

How can I check tickets on my Touch Smartcard?
What happens if I leave my smartcard at home?
What is the difference between an Oyster card and a Touch Smartcard?
What happens if I lose my smartcard?
Can someone else use my smartcard?
What happens if I forget to ‘touch in’ or ‘touch out’ at a station?
Can I change my payment card details?
Can I vary the duration of my Season Ticket?
Can my Season Ticket be changed for a different origin or destination station?
How do I claim my free Season Ticket?
How can I claim a refund if I don't need my ticket anymore?
Where can I use my Carnet?
Can I buy child Carnet tickets?
How will Carnet work with other products on my Touch Smartcard?
What happens if I can’t touch out because the gateline is out of operation?
Can I break my journey?
If I decide not to travel after going through the gates, will a ticket be deducted for the day?
What happens if I can’t touch in or out with my Touch Smartcard?
If I decide not to travel after going through the gates, will I be charged?
Can I break my journey?
How do I change my registered credit or debit card details?
Can I see my journey history and charge information?
What happens if my payment for Tap2Go fails?
Can I collect Nectar points whilst using Tap2Go?