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Subscription help & FAQs

The answers to the most common questions from our customers

FAQs - Subscriptions

Here are some of our most frequently asked questions about subscription tickets. These can apply to any online order, so both Swift card and mTicket subscriptions bought online are covered here. 

Subscription FAQs

How do I update details on my account?

It’s easy to change your details. Please contact us along with the following information:

  • Name of account holder
  • Name of ticket user if this differs to the account holder
  • Swift card number or membership number
  • Address that the account is registered to
  • Contact number
  • If you have an mTicket, the email address you signed up with.

If we do not have all of the information required then unfortunately we will be unable to complete your request.

Can I suspend my monthly subscription pass?

If you are going away or won't be needing your travelcard for a while, then yes you can suspend your monthly subscription. This means we won’t take any payments over the suspended period as your account is temporarily stopped. You can suspend your pass for a minimum of 1 month to a maximum of 6 months (within a 12 month period), the suspension must run in line with your current deduction date as you cannot suspend partway through a month. Please contact us to arrange a suspension.

Unfortunately we are currently unable to suspend children’s passes. 

Can I change the product on my existing pass?

In some cases, we can upgrade or downgrade the pass you have however we cannot change the period for example we cannot change a 1 week to 4 weeks or monthly subscription to a Pay As You Go. If you are looking to make a change please contact us and an adviser will be happy to help.

I need to cancel my pass

Before you cancel your pass, did you know you can suspend or change your existing pass? If this is something you may want to do see our other FAQ’s for help with this. 

You will need to give 1 months notice if you are cancelling a monthly subscription.

To cancel a pass please contact us with the following information:

  • Name of account holder
  • Name of ticket user if this differs to the account holder
  • Swift card number or Membership number
  • Address that the account is register to
  • Contact number
  • Reason for cancelling
  • If you have an mTicket, the email address you signed up with

If we do not have all of this information we will unfortunately be unable to complete your request.

 

What if I cancel my pass and reapply later?

If you are reapplying within 6 months of the closure a member of the team can reopen your account over the phone. If your new application is done after 6 months of the previous closure you will need to make a new order on our website.

Please note if you cancel your monthly subscription within 12 months of starting, any new application is subject to a £15 reapplication fee.

If you have any other questions that aren't covered here please contact us.

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