If your smartcard is registered to your online account, you can find details of all your tickets under ‘My bookings’.
You can also use your smartcard to view tickets on ticket machines at our stations (except in the London Travelcard area).
What happens if I leave my smartcard at home?
Leaving your smartcard at home is the same as leaving a paper ticket at home − you will need to buy a new ticket for your journey. If you have a Season Ticket loaded onto your smartcard, you may be entitled to a refund of the cost of the paper ticket you had to buy for your journey. Keep hold of the paper ticket and ask at the ticket office about a refund within 28 days of your journey.
What is the difference between an Oyster card and a Touch Smartcard?
Oyster cards are only valid within the London Travelcard area. You can use your Oyster card to either store a ticket (such as a Season Ticket) or to store an amount of money, which you can then use for ‘pay as you go’ travel. The Touch Smartcard can store tickets, but not an amount of money.
What happens if I lose my smartcard?
If you lose your smartcard or it is stolen, you should call us on 0345 810 1010 or email us at email@example.com as soon as possible. We will cancel your card so that no-one else can use it. We will then issue a replacement card, which will take up to seven days to arrive.
If you had a Season Ticket loaded onto the lost or stolen smartcard which was still valid for more than one week, we will also arrange for this to be loaded onto your replacement smartcard. We will charge an administration fee for doing this. You will need to buy paper tickets from the station until your replacement smartcard arrives. We may refund the cost of these once you receive your replacement smartcard.
Any unused Carnet tickets may be refunded before they expire.
If your smartcard had other tickets stored on it, please call our Smart Support team on 0345 810 1010 to discuss this.
Can someone else use my smartcard?
No. Touch Smartcards are not transferable and you must not allow anyone else to use yours.
What happens if I forget to ‘touch in’ or ‘touch out’ at a station?
You should ‘touch in’ and ‘touch out’ on a smartcard reader to register your journey. If you have Carnet tickets, you must touch in to activate the ticket and out to end your journey. You must also ‘touch in’ and ‘touch out’ to qualify for Automated Delay Repay.
Yes. You will need to wait until you are due to renew your Season Ticket and you have received the renewal reminder email. This will enable you to change your payment card details and renew at the same time.
Can I vary the duration of my Season Ticket?
No, auto-renewal is only available for a fixed duration of one calendar month.
Can my Season Ticket be changed for a different origin or destination station?
Your auto-renewal is set up for the same journey, and class of travel every month.
If you need to change any part of your Season Ticket journey, you will need to cancel your existing automatic payment and set up a new one when you purchase your new Season Ticket.
Any changes made will affect your free ticket offer and the count will start again when the new changed Season Ticket starts. Any previous tickets bought will be exempt from the offer.
How do I claim my free Season Ticket?
A renewal reminder will be sent as normal allowing you to change the collection station or the start date. Your ticket will then be processed and added to your Touch Smartcard as normal, but your payment card will not be charged.
How can I claim a refund if I don't need my ticket anymore?
You will need to contact the Smart Support team on 0345 810 1010 who will arrange the refund. You will also need to cancel the automatic payment set up in ‘My Account’ unless you want to resume travelling with the same journey the following month.
Any refunds made will affect the free ticket offer and the count will start from the beginning when the next Season Ticket is bought.
Carnet can be used on any South Western Railway service across our smartcard routes*. Each day the Carnet is used, you will get unlimited travel for that day between those two stations and can even stop off to break your journey at any of the stations in between.
*Carnet is not valid on TfL services.
Can I buy child Carnet tickets?
No, Carnet is available on Adult Standard Class fares only.
How will Carnet work with other products on my Touch Smartcard?
If you have more than one product on your Touch Smartcard, you will need to tap in and out at the start/end of your journey to make sure that the correct product is used.
What happens if I can’t touch out because the gateline is out of operation?
It’s important that you touch in on the smartcard reader even if the gate is open. If the card is activated it will make an audible beep and the screen will show ‘enter’.
If the reader is covered over you should touch in at the reader located on the platform nearby and ensure that you touch out on the smartcard reader at your destination station.
Can I break my journey?
Just like a Season Ticket, you can break your journey at any of the stations between the Carnet ticket’s origin and destination station.
If I decide not to travel after going through the gates, will a ticket be deducted for the day?
If you decide not to travel due to disruption or delays you can claim a full refund for the cost of that day’s ticket. If there are no delays but you decide not to travel anyway you can still request a refund, however an administration fee will be apply. To process a refund you will need to contact the Smart Support team on 0345 810 1010.
You must tap out when leaving the station so that it can be verified that you did not travel.
What happens if I can’t touch in or out with my Touch Smartcard?
If you are unable to touch in or out at a station due to a system fault, please contact our Smart Support team on 0345 810 1010. We will, where possible, attempt to autocomplete an unfinished journey by checking the previous journey data collected. Where a journey is autocompleted, you will be notified by email. We will autocomplete journeys three times in a 28-day period. Outside of the three in 28 days, we will charge a fee of £25.00 for incomplete journeys and may result in your account being closed.
If I decide not to travel after going through the gates, will I be charged?
If you touch in and decide not to travel, you will need to touch out again within 15 minutes. If you touch in and do not travel, but don’t touch out an incomplete journey charge of £25.00 may be applied. If you touch out outside the 15 minutes you may be liable to pay an incomplete journey charge.
Can I break my journey?
Yes, as you are only charged for the journeys you make. At the end of the day we collect all the journey data and apply the most appropriate fare where you’ve touched in and out.
How do I change my registered credit or debit card details?
To change your card details, you will need to go into the ‘top up’ section of the Tap2Go account and pay a minimum £1.00 fee. This verifies the card and stores it to be used for future journeys.
Can I see my journey history and charge information?
Yes, your journey history and charges will appear in ‘My Account’ under the ‘Tap2Go’ tab in ‘My Transactions’. You can view your transactions by day, week or month.
What happens if my payment for Tap2Go fails?
If we are unable to take payment from your registered payment card, we will notify you by email and ask you to update your details. We will try to charge your card again later, on more than one occasion.
Can I collect Nectar points whilst using Tap2Go?
No, Tap2Go transactions don’t qualify for Nectar points.