Using the key
How do I use my key on the bus?
Place your key on the smartcard reader and wait for the green light and the beep, on first activation this can take between 5-7 seconds. Make sure you only put one card on there at a time and not your whole purse or wallet; as if you have other intelligent cards in there it may confuse the reader. You can then take your seat and carry on your journey as normal.
How do I find out when my ticket on the key runs out?
The easiest way for you to check is by logging into your key account online. The driver can also let you know if you ask them for a card report.
If I try to use my key after my ticket has run out, how will I know? What shall I do?
If the ticket on your card has expired and is no longer valid for travel the smartcard reader will bleep five times and show a red light. This most likely confirms your ticket is not valid for travel and you will need to pay cash for your journey. If you get a red light and are unsure of the reason ask the driver for help in the first instance. If you are still experiencing problems then call us on 01202 678100. If a mistake has been made and you have had to pay for travel when your key was valid for travel we will offer you a no quibble refund.
Will I lose money if I top up my key early?
No you wont lose out; the system works by using the oldest tickets first. It will only use the new topped up tickets once the older tickets have expired.
How do I make sure there is a gap between top ups?
With all period passes, your new top-up will not become active until the previous period pass has been used. This allows you to leave a gap from the end of one top-up to the start of the next top-up, great for if you have a holiday planned.
How long are the products valid for?
All products which are brought for use on the key must be used within 24 months of purchase, however they will need to be activated within the first three months of purchase.