Here are some of our most frequently asked questions about contactless payments. Don't’ forget to also visit our contactless page for pricing and to check your latest payments.
It’s easy, simply take your contactless card, tap on the reader and go!
DO NOT TAP ON EXIT.
You will need to use the same card or device for every tap you make each day
Please visit our contactless page to track your payments.
If your card was issued in the UK on Visa or MasterCard and displays the contactless payment symbol, you should be able to travel on our services using contactless.
Some UK card providers don't or haven’t yet issued contactless payment cards. You can't use your payment card to travel on our services if it does not display the contactless symbol or your card issuer has not advised you that it can be used for contactless payments.
If you're not sure if your card is contactless, check with your card issuer.
You can't use contactless payment cards on our buses issued on other platforms, such as American Express, Diners Club, JCB or Union Pay.
If you have a pre-paid card, it may be accepted for travel on our services if you have enough credit on it before boarding. Contact your card issuer for more information.
If you have a joint account and both cards have a unique 16 digit card number you can both use your own contactless payment cards to travel at the same time; each card will be charged separately.
Non-UK contactless cards
Nearly all MasterCard and Maestro contactless payment cards issued outside the UK are accepted. Please be aware that overseas transaction fees or charges may apply for travel made with a card issued outside the UK - please check with your card issuer.
Maestro Card will put a £20 pre-auth onto your account, but this will be removed once payment is taken the working day after travel.
If you see a red screen and hear a negative beep, your card has not been accepted for travel and you will need to find another way to pay for your journey. Please try it again after 5 seconds.
DO NOT CONTINUE TO PRESENT A REJECTED CARD.
Our drivers will not know why your card or device has not been accepted as there are many reasons for this:
No, you can only use one contactless card or device per tap, per journey, per customer.
Should you wish to pay for another passenger using contactless, you must use a different contactless card or device for each individual journey, and they will need to use that card or device for all journeys they make for the rest of that day.
Sorry not at the moment. A contactless tap is a set fare for either a single journey if used one, or day ticket if tapped more than once.
Payments are run between 2am and 3am the day after you have travelled. Most banks then process them the next working day. This can mean if you travelled Friday, Saturday and Sunday that 3 transactions show up on Monday.
Sometimes transactions are not communicated immediately. If a vehicle is not connected to the 3G/4G network, it stores the information and will only transmit once the vehicle is connected to a secure WiFi network. This can sometimes lead to charges that exceed a usual cap as the ‘debt’ from the delayed transaction is added in. If you check back over previous days you should find you have been charged correctly.
When our inspectors do a ticket check they will ask you for the last 4 digits of your card number or your device card number which will be checked against a list printed from the bus you are on.
If you use Apple Pay: To find the last 4 digits of the Apple Pay device, you will need to go into the 'Wallet and Apple Pay' from 'Settings', select the card then click on 'Info' and it will display the Device Account Number.
If you use Android Pay: To find the last 4 digits of the Android Pay device, you will need to go into the Android Pay app and select the card and it will display the Virtual Account Number.
No! If you have to change buses during a journey due to a vehicle breaking down or no driver being available at a staff changeover point, please do not touch in on the replacement bus. Should an inspector board, they will be made aware that the vehicle has been replaced.
If your card has been blocked when using one of our buses, please check with your card issuer if there is a reason why. If given the all clear, please try again on our buses. If problems persist please email firstname.lastname@example.org
Yes, contactless is available on all buses across our network.
See what we're up to, what's going on locally and get the latest service updates.Like us on Facebook
The best place to see the latest West Midlands travel updates while on the go.Follow us on Twitter
Back to top
© Copyright National Express West Midlands 2021