What do I do if I have problems with my Smart card or loading a ticket?

If you encounter an issue with your card or Smart season ticket call our Customer Experience Centre on 0333 2220127. Station staff should also be on hand to help.

To help us with your enquiry please have ready:

  • Times/dates 
  • Any transaction references and error messages
  • Your 18-digit Smart card number (on the front of the card)
  • The product you are trying to load

How do I replace my Smart card if it’s lost or stolen?

We’ve got a dedicated customer helpline for any queries you have or so that you can report lost or stolen cards: 0333 2220127.  

How do I change my personal details?

You can change your personal details at the ticket office.

How will I be helped in a situation of Smart card fraud?

If your Smart card is lost or stolen, be sure to report it at your nearest ticket office or you can give us a call on our support line. Once you report it, we’ll be able to arrange for your Card to be disabled. This must be reported to enable a refund.

How do I change or get a refund on a Smart ticket?

For tickets bought at the ticket office, you can simply return to the ticket office.

Can I claim under the Delay Repay Scheme?

Absolutely. Your rights under Delay Repay are exactly the same.

How do I change or get a refund on a Smart ticket?

For tickets bought at the ticket office, return to the ticket office. If bought online, please contact the Customer Experience Centre on the number on the back of your Smart card (0333 2220127).

Can I claim under the Delay Repay scheme?

Yes. Your rights under delay repay are exactly the same.