Smartcard help and support

Everything you need to know about using your SWR Touch Smartcard


If our FAQs below haven’t answered your question, you have some feedback, or your card is lost or stolen, please contact our Contact Centre on 0345 6000 650 or

Delay Repay

If your journey has been delayed by 15 minutes or more, you can claim Delay Repay on

FAQ categories

Can I swap my paper season ticket onto a Touch Smartcard?
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?
Why is it important to touch in and touch out?
Can I view tickets loaded on my smartcard with the app?
Can I buy a ticket online and use my phone to load it onto my smartcard?
Can I use another train operator’s smartcard to load tickets from the SWR app or website?
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?
What happens if I can’t touch in or touch 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 use Tap2Go on TfL services?
Can I travel to other stations in London with Tap2Go?
Can I use my Railcard discount with Tap2Go?
What should I do if there is service disruption and need to travel with a different operator?
Do I need to add credit to my Tap2Go account?
How do I close my Tap2Go account?
Claiming Delay Repay