FAQ – Pay Monthly Subscriptions
Q: How do I set up the subscription?
A: Starting the subscription is simple. When adding the 28 day ticket to your account, you’ll have two options displayed, One Off or Subscription. Just click on the Subscription button to buy the new ticket. Then each following month, payment will be taken on the same date* and a new 28 day ticket added to your account.
*When a subscription is purchased between 29th - 31st of a month, subsequent months without these dates will mean that payment will be taken on the last day of the month.
Q: What date will the payment come out each month once I’ve set up the subscription?
Each month payment will be taken on the same date* that the subscription was first purchased on. E.g. If a subscription was purchased on 10.11.23, payment will be taken on the 10th of every subsequent month.
*When a subscription is purchased between 29th - 31st of a month, subsequent months without these dates will mean that payment will be taken on the last day of the month.
Q: Can I change the payment date?
A: No, you’ll need to cancel the subscription and set up a new subscription on the day of the month you want the payment taken.
Q: Does the ticket activate automatically when each monthly payment is taken?
A: No, a new 28 day ticket will show within your wallet on the app when the monthly payment has been made. But it does not activate straight away - You can activate the ticket at any time over the next 12 months.
Q: How do you take the monthly payment?
A: The payment is a continuous card payment taken from your bank card. It is not a Standing Order or a Direct Debit.
Q: Can I upgrade my purchase to cover the whole month rather than just 28 days?
A: If you need more than 28 days travel a month, we recommend adding some shorter durations to your account to fill any gaps. Remember, you don’t have to activate your 28 day ticket straight away, you can activate the ticket on the day you need to start using it.
Q: Can I swap my ticket type to a different one?
A: No, the subscription is linked to the ticket which covers a specific area. If you want to change the ticket coverage, you’ll need to cancel the existing subscription and set up a new one.
Q: Can I set up a subscription on my account and gift the 28 day ticket to someone else?
A: Yes, you can gift the subscription tickets in the same way as regular tickets. If a subscription is set up as a gift you will continue to make future payments based on the date of the initial payment. The new ticket each month will automatically be applied to the recipient's ticket wallet in their app account. They can then activate the ticket at any time over the next 12 months.
Q: What happens if I don’t have enough money in my account on the day you try and take the payment?
A: We will advise you of any failed payments. If the payment fails the subscription will not be renewed. A new ticket will not be available to activate on the app as a result. We will re-attempt to take payment up to a maximum of 3 times. If payment is taken on a subsequent attempt to take payment this will not affect the following month's subscription date. The next payment will still be taken/ we will attempt to take payment on the original subscription date.
If the payment remains overdue after all 3 attempts the subscription is cancelled and you would need to re-subscribe.
Q: How do I cancel my subscription?
A: You can view and modify your subscription in the mobile app or when logged into your account on our website. Go to Settings and Subscriptions. If you cancel your subscription it will not affect existing tickets, but will cancel new tickets being added.
Q: I just bought a ticket subscription by mistake. How do I cancel my ticket?
A: Our Contact Centre Team will be happy to help you. See the Contact us section on our website.