Why wasn’t my pre-bought ticket loaded to my smartcard on-board?

If you’re trying to load your pre-bought ticket on-board a First or Stagecoach service and it didn't load, we would advise you to:

•    Check the ticket expiry date and day of validity 

•    Check your Smartcard is not damaged or faulty 

•    Check the online payment went through

If you are still unable to load your ticket, please contact us through our contact us webform. 

To help us with your enquiry please include:

•    Times/dates

•    Any transaction references 

•    Your smartcard number 

•    The ticket you are trying to load

•    The service you attempted to load the ticket on

If you'd prefer to speak to someone we’re here to help, please us on 0800 952 0002.