From October our new ticket machines will allow you to travel using your contactless card or device.
Travel contactless is a quick and easy way to pay for your travel, and you'll always pay the right fare.
Just tap on at the start of your journey, and tap off before you leave. Simple.
You'll only be charged a single journey for each trip, and with our day caps in place, your spending will automatically be limited no matter how often you travel.
You can also use your contactless card or mobile devices i.e. Apple Pay & Google Pay to make contactless payment as an alternative to using cash to purchase any tickets up to the value of pound £30.
If you need helping understanding contactless, we've put together some FAQs to help you out;
How do I know if my card has contactless?
Look for the contactless symbol on your bank debit or credit card. Most new cards will come with this facility available but if you’re unsure, check with your bank or card issuer.
Which contactless cards can I use?
All Visa, Mastercard and Maestro credit and debit cards with the contactless symbol can be used, including most contactless cards issued overseas. Payments can also be made using a smart device via Apple Pay or Android Pay.
Unfortunately, we’re unable to accept American Express cards at this time.
Can I use a contactless enabled device other than a credit or debit card?
Yes, you can travel contactless or make contactless payments on smartphones and smartwatches using Apple Pay and Android Pay as well as contactless enabled wearables such as wristbands.
Which tickets can I buy with contactless?
You can buy any tickets up to the value of £30 on trentbarton services including single, and day tickets. Alternatively, you can travel contactless by just tapping on and tapping off and benefit from our zonal day caps.
Why is the limit set to £30?
Visa and Mastercard have set the national limit for contactless payments in the UK to £30 and therefore we are not able to process contactless payments over this value. This £30 limit also applies to contactless payments on smart devices. For travel contactless customers you will be charged on a daily basis for journeys made that day up to the day cap. Once you have hit your day cap, continue tap on and off to benefit from your remaining journeys at no additional cost.
Do I still get a ticket if I pay with contactless?
If you travel contactless, by just tapping on and off as you travel, you won't get a ticket. However, you can still check your fares and journey history with your contactless card through our website here.
If you make a contactless payment to purchase a ticket then you will be provided with a ticket and you’ll also receive a confirmation of payment at the bottom of your ticket.
Will I get a receipt if I pay with contactless?
Yes, for contactless payments you’ll receive a separate small contactless payment receipt along with your ticket.
If you travel contactless, by touching on and off as you travel, you won't get a receipt. However, you can still check your fares and journey history through our secure webpage. You'll need to enter the card details you used for travel.
You can also check through the website journeys that have been made using a smart device. To do this you will need your virtual card number which can be found in your Google Pay or Apple Waller under device information.
How close do I have to be to the contactless reader?
You can place your card or smart device on or just above the ticket machine reader.
For contactless payments, please only do this once you have told the driver which ticket you would like.
For travel contactless you just need to tap on at the ticket machine and tap off when you complete your journey.
Can I use my contactless card to make more than one payment?
Yes, your card can be used more than once when making contactless payments. If you need to buy different types of tickets you can add these together and pay for them in a single transaction, as you would with cash. If you want to buy several tickets that add up to more than the £30 limit, you can buy these separately using your card for each transaction, however please keep in mind that your bank or card-issuer may impose limits on how many contactless transactions can be carried out before a chip & pin authorisation is required.
However, if you travel contactless, by touching on and off as you travel, you can only use your card for your own journey.
I have a joint account, can I still use contactless payment?
Yes you can. Also, if you’re both travelling at the same time, you can use each card separately for contactless travel or contactless payments.
Is my contactless payment safe?
Our systems and equipment are tested and certified to comply with all payment card scheme data security standards. Contactless payment cards are safe and secure, and have the same level of protection as Chip & PIN payments, so you can feel confident when using one to pay for your travel.
During a contactless payment transaction, only minimal information is sent to us, and no information about your card account or personal data is displayed to the driver or our customer services and finance team.
What if my payment does not work?
There are a few reasons why a card may not work when presented for travel; if this happens your driver will ask you to try another card, or to pay using cash. Unfortunately, we will not always know the reason for a card not being accepted.
Some of the reasons why a card may not work include:
1. The card has expired or is not yet activated
2. The card is not a contactless card
3. The card is of a type that we do not accept e.g. American Express
4. The card is being presented for a payment over the £30 limit
5. Your mobile device has not been set up correctly to use Apple Pay or Android Pay or you are not using the Apps to support the payment properly.
6. Your card has been flagged as not having had a chip and PIN transaction for a certain period. Many card issuers require at least one chip and PIN transaction to take place in every so many transactions, to help manage the risk of the card becoming lost or stolen and subsequently being used fraudulently by criminals.
7. Your card hasn’t been approved by the bank for the transaction. This can happen if you make several low value transactions in a short space of time, as for some card issuers this can trigger risk management rules that are designed to keep your card safe from criminal activity.
8. If you are affected by issues 6) or 7), you may find that your card will be temporarily added to our “deny list.” This will mean that you will not be able to travel until this flag has been removed in our systems. The easiest way to remove this flag is to do the following: Conduct a chip and PIN transaction at an ATM or retailer of your choice and attempt to travel again (for issue 7 it is best to wait until the following day).
I have bought the wrong ticket - can I get a refund?
Our drivers cannot offer refunds for contactless payments that have been completed on our vehicles. If you have purchased the wrong ticket, please proceed to purchase the correct ticket and then contact our customer services team, who will be able to refund the incorrectly purchased ticket for you.
Please note that we can only refund transactions that have successfully settled, and therefore it may be necessary to wait a few days between making the transaction on the vehicle and us being able to process the refund. This is because the card schemes do not pay over your money to us until a few days after you make a payment.
If I have less balance than the bus fare on my card or in my bank account, can my account go overdrawn?
Yes, you can go overdrawn - this is the same as when using a contactless card in a shop. It’s important that you understand that going overdrawn could result in you incurring bank charges such as overdraft fees. For more information, please check with your bank.
Can I get child prices through contactless?
You can purchase child fares up to the value of £30 on bus using contactless payments. For travel contactless we currently are only able to offer adult fares.
Do I have to have a cellular or WiFi signal to use my mobile device for contactless?
No, don't worry. Our ticket machines will communicate with your bank/card issuer.
Do I need to sign-up?
No, there's no need to sign-up for either contactless payments or travel contactless, just pick which way you'd like to pay for your travel and off you go.
What happens if I forget to touch off when I travel contactless?
You will be charged to the final destination of the journey that the bus is making. For instance, if you get on the bus at Derby and touch on, but get off in Beeston and forget to touch off, you will be charged all the way to Nottingham which is the end of the journey. So always remember to touch off.
If you do forget, please contact our customer services team who will be able to help out.
Can I benefit from the caps using different cards linked to the same account?
No, each device or card has a unique ID so will only cap to that one account.
What happens if I use my mobile device to touch on, but then lose power before I can touch off?
You will be charged to the end of your journey, however, if you contact our customer service team they will be able to issue a refund.
How do I check my journey history if I travel contactless?
You can check your journey history for the past 90 days on our secure webpage.
You will need to enter your card details that you used for travel.
How do the caps work on travel contactless?
Each journey that you make after 9am will count towards the day caps. We will know from where you tap in and tap out which zone you are travelling in. Once you have reached the cap amount for your zone you will not be charged anymore until that cap expires.
I travel on two buses - can I use travel contactless?
Yes! The great part with travel contactless is you don't need to worry about which ticket you choose, how many routes you use or how frequently. The system will work out in the background what your best fare is based on your travel habits. No more worrying about buying the wrong ticket or missing out on the best offers - just tap and go!
need more help?
Our customer services team are happy to help.