Frequently Asked Questions
Popular Questions
What is Ticketless Prepay?
Ticketless Prepay lets you use your contactless payment card to travel on participating bus services. Your card acts as your bus pass or pre-purchased tickets—no paper tickets or cash needed.
Can I use Ticketless Prepay on other bus companies?
Currently Ticketless Prepay is only available on all Plymouth Citybus and Go Cornwall Bus services within the Plymouth Zone
What happens if I forget to tap off?
If you don’t tap off when leaving the bus, the system may charge you the default maximum fare for that route. If you find this happens, please contact customer services for further advice.
Does my contactless card store money?
No. Your card doesn’t hold any balance or stored value—it simply links to your pre-purchased travel ticket from the Ticketless Prepay web portal.
Getting Started
What do I need to travel with Ticketless Prepay?
All you need to do is to visit our Ticketless Prepay website, set up a profile, and link whatever contactless cards you want to use to pay and travel to your profile
How do I link my card to my Ticketless account?
When you buy a ticket online, you’ll be asked to nominate a contactless card to make payment. That card will then be the one linked automatically to your ticket.
Can I use my phone instead of a physical card?
No, this needs to be physical contactless card.
Using Your Card
How do I travel with Ticketless Prepay?
Tap your nominated card on the reader when boarding. Wait for the green light or beep to confirm your tap. Tap again when leaving the bus.
What happens if I use the wrong card?
If you tap with a different card than the one linked to your ticket, your ticket won’t be recognised, and you may be charged for your journey.
Can I use one card for more than one person?
No. Each traveller must have their own card and valid ticket.
Tickets and Validity
How long are my tickets valid for?
Tickets are stored inactive for 12 months from purchase. the first journey you make after purchase will activate the pass and it will remain valid for travel for the period stated on it (for example, a Monthly pass).
Do I need to buy a new ticket when my old one expires?
Yes. Once your ticket expires, you’ll need to buy a new one before travelling again, or you may be charged for subsequent journeys.
Can I travel immediately after buying my ticket?
Yes, activation of your ticket happens the first you tap on.
Lost or Replaced Cards
What should I do if my card is lost or stolen?
Log in to your account and unlink the lost card. Then link your replacement card before your next journey. Please be aware the replacement card has to be by the same issuer to transfer your existing bus pass.
What happens if my bank sends me a replacement card?
You’ll need to update your account with your new card details. Travel cannot be validated until your new card is linked.
Can someone misuse my lost card?
Until your card is unlinked from Ticketless Prepay, it could still be used. Please unlink it via the Ticketless prepay website as soon as you become aware it’s been lost to prevent misuse.
Refunds and Problems
Can I get a refund on my ticket?
If you are eligible in line with conditions of carriage rules, terms and conditions, please contact Customer Services on 01752 662271 or [email protected]
What should I do if I believe I’ve been overcharged?
Contact customer Services on 01752 662271 or [email protected] with your card details and journey information. They’ll investigate and issue a refund if appropriate.
What if the reader doesn’t work when I try to tap?
If the reader is out of order, inform the driver. They may allow travel and log the incident manually.
Inspections and Penalties
Can drivers or inspectors ask to see my card?
Yes. You may be asked to present your nominated card at any time during travel for verification that it is connected to a valid ticket.
What happens if I can’t show my nominated card?
You may be treated as travelling without a valid ticket and could receive a penalty fare.
Data and Privacy
What personal data does Ticketless Prepay collect?
Only the information needed to link your card to your account and validate your travel.
How is my data protected?
Your information is handled in line with UK data protection laws, including DPA 2018.
Further Help
Where can I find more help?
Visit https://www.plymouthbus.co.uk/ or Customer Services on 01752 662271 or [email protected] for assistance with your account, refunds, or card linking.
Who do I contact if I can’t access my account?
If you’re having login issues, use the “Forgot Password” option or contact Customer Services on 01752 662271 or [email protected] to reset your access.