Discovr Card FAQ’s (including details on NEC)

What does the Discovr Card do?

These cards store electronic copies of the paper tickets which you previously purchased ‘on bus’ or from our Travel Shop.


How do I get a Discovr Card?

A registration form can be downloaded here or you can pick one up from the Xplore Dundee (Travel Centre), 92 Commercial Street, Dundee, DD1 1DQ


Do I need anything to register?

Yes. To enable you to register for a Discovr card you will need to provide photographic ID (passport, driver’s license, NEC) a current utility bill and a passport sized photograph.

If you are a student wishing to purchase a student ticket you will also need to bring your student matriculation card or letter of acceptance.

Once you have completed your registration form it will be checked by a member of staff and you will receive your card immediately.


Do I need a Discovr Card if I already have an NEC?

No. Tickets can be added to your NEC the same way as if you had a Discovr Card. You will still need to register but you will not be required to provide a passport photo as this is already displayed on the NEC.


What is the difference between a Discovr Card and a NEC?

The Discovr Card is owned by Xplore Dundee along with the tickets purchased.
NEC’s are managed by Dundee City Council; we only offer the facility to add our tickets onto the NEC.


Who can use my Discovr Card?

Discovr cards are for the use of the registered holder only, they are non-transferrable and valid tickets on Discovr cards can not be used by other family members or friends. Any breach of this rule in terms of the Company's standard conditions of travel may result in the Discovr card being withdrawn. The registered holder may be liable to a penalty fare of £25.


How do I use my Discovr Card?

If you already have an active weekly pass stored on your card, simply place your card on the ticket machine, and wait for the ‘beep’ to confirm the card has been read.
If you’d like to ‘renew’ your product, please speak to the driver. You do not need to remove your Discovr card from its wallet, but please do not store it with other ‘contactless’ cards as this will prevent it working normally.


What passes are currently available to be added to my Discovr Card/NEC?

Currently the Adult and Student Weekly passes can be stores on your card, although in due course we will be adding other tickets including the 10 journey ticket, the Child Weekly pass and Daysaver tickets.


How do I add a ticket to my Discovr Card or NEC?

Tickets can be purchased and loaded on to your Discovr card either on bus or in the Travel Shop. Note that for purchases ‘on bus’, no change can be given, so exact money is needed.

Students wishing to use their NEC to store travel tickets will need to visit our Travel Shop to have their cards activated prior to first use ‘on bus’.


How do I pay for my renewal?

You purchase renewals on your Discovr card or NEC by asking the driver for the type of ticket you require and placing your card on the ticket reader, and inserting the correct amount of money into the coin chute.

If you are a student using a Discovr Card you will be asked to show your current Matriculation Card as proof of entitlement to renew a Student ticket.


Can I renew my ticket before the previous one has expired?

Yes. Renewing a weekly pass before it expires will simply add 7 days to the previous expiry date.


What happens if my Discovr Card does not work on-bus?

If your card fails to be read by the ticket machine, you will be asked to pay for that particular journey. Please ensure that you retain your card error ticket given to you by the driver and bring with you to the Travel Centre as soon as you possibly can to have your card checked.

If the card is not faulty and has a valid ticket (ie the problem was with the on-bus equipment) then a refund will be given. If the card is faulty, then it will be replaced, and an investigation will be done as to what products were on the card prior to a refund being given. This investigation may take up to 3 working days.


What happens if my Discovr Card is faulty?

If your Discovr card is faulty and the fault is not because of a failure on your part to take care of it, it must be returned to the Company before a new card can be issued free of charge and we will endeavor to transfer any unused tickets within 3 working days to your new card.
Where a card malfunctions because the Company reasonably believes it has been misused or the registered holder has failed to take care of it, the Company reserves the right to charge £5 for its replacement, and the Company will endeavor to transfer any unused tickets.
Irrespective of the policy above, we reserve the right to withdraw the card at any time.


Lost, Stolen Discovr Cards/NEC

Discovr cards: If your card fails to read, is lost, damaged or stolen you should notify Discovr Card Services at the company by calling or emailing as soon as possible to avoid unauthorised use.

NEC: Students who have loaded National Express tickets to their NEC cards should notify both Dundee City Council AND Discovr Card services immediately.


Can Discovr Cards be replaced?

Damaged Discovr cards can be replaced. However, if the Company believes the Discovr card has been tampered with in any way, it may be withdrawn without refunding the remaining tickets.
Where a card malfunctions because the Company reasonably believes it has been misused or the registered holder has failed to take care of it, the Company reserves the right to charge £5 for its replacement, and the Company will endeavor to replace any unused tickets.
Irrespective of the policy above, we reserve the right to withdraw the card at any time.
Is there a charge to replace my lost, stolen or damaged card?
We reserve the right to charge a £5 administration fee for a replacement Discovr card. Any outstanding unused tickets will be transferred to the replacement card after a period of 3 working days.


Can I receive a refund for the remaining balance on my Discovr card or for ticket purchases?

Refunds are only given under exceptional circumstances i.e. death, hospitalisation. GP letter, Police Crime No, or at the discretion of the Manager.
Can my Discovr Card be withdrawn?
All Discovr cards remain the property of the Company. The Company reserves the right to withdraw individual Discovr cards, and the Discovr card service tickets at any time if they believe it has been tampered with, misused or which has become electronically unreadable.


What is unauthorised use?

Unauthorised use is where the card is being used or has been used by someone other than the registered holder. The Company cannot prevent the unauthorised use of a lost or stolen Discovr card until you have reported it to the Company (Discovrcard Services). It may take up to 2 working days for the cancellation of your Discovr card to come into effect, unfortunately until such time you will be liable for the unauthorised use of the Discovr card.
The Company will not be liable for any travel costs incurred between the reporting of a lost or stolen card, its cancellation, and the receipt of a replacement Discovr card.
Once cancelled, a Discovr card cannot be ’re-activated'.


Can I close my Discovr card?

There is no need to close your Discovr card, simply stop using it if you wish. Please notify us if you would like us to cancel you card and remove your name from our database. Your Discovr card has an expiry date and will become unusable after 5 years.


My Discovr Card will expire after 5 years, what happens then?

The Company will contact you in writing 60 days in advance to arrange for the issue of a new Discovr card and for any outstanding tickets to be transferred.


I'm concerned about privacy. Will I have to give personal information before I can use the Discovr card?

Yes. We use this information only to confirm your identity before fulfilling your requests. We do not lease, sell or otherwise release your personal information to outside companies for marketing purposes.
Unless the relevant box on the registration form has been ticked we may contact you about the Company’s services such as timetable changes, special offers, price changes and other related products and services.


My details have changed?

If any of the details given when you first registered have changed you must notify us in writing or by email (see Contact Us section).


How do I contact you?

You can contact us via:

  • E-mail: Discovrcard@nationalexpress.com
  • Phone: 0845 600 6035
  • Post: Xplore Dundee (Discovrcard Services), 44-48 East Dock Street, Dundee, DD1 3JS
  • In Person: Xplore Dundee Travel Centre, 92 Commercial Street, Dundee, DD1 1DQ
 
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