Customer Smart FAQ

A durable, credit card sized plastic card with a microchip that can store your train Season tickets. It's more environmentally friendly than regular paper tickets. The card lasts up to 10 years before it needs replacing.

You can pick up a Smartcard at any TransPennine Express ticket office, or you can apply for one through our website at tpexpress.co.uk/smart.

If you acquired your Smartcard at one of our Ticket Offices and would like to purchase your next Smart Season Ticket online or via our app, you’ll need to register it to your account first. 

You can buy weekly, monthly, annual, custom and Flexi Season tickets on your Smartcard.

• Loading your ticket to your Smartcard via the TPExpress App
• Tapping your Smartcard on the automatic ticket gate
• Select the Smart option on the ticket machine and tap your Smartcard against the reader.

The conductor checks your ticket using their ticket machine. If you do not have a valid Flexi Season ticket or Season ticket loaded on your Smartcard you will be required to pay the appropriate fare for your journey.

Simply tap your card on to the gates yellow Smartcard reader.

As with all forms of ticketing, you must have a valid ticket present to travel. If for any reason you don’t have your Smartcard with you, but do have a valid ticket on it, please purchase a new ticket to travel. You’ll be able to refund this later when you have your Smartcard present.

Yes, if you have an Annual Season ticket you can visit your local TransPennine Express ticket office to upgrade to Smart. For monthly and weekly Season ticket holders, please wait until you need to renew your Season ticket.

This will depend on the terms and conditions on the ticket and the train operating company you purchased through. If you purchased your ticket via our website you should complete our online refund form, making sure to include your Smartcard number. If you purchased your ticket at a ticket office, on-board or at a ticket machine you should return to the Ticket Office for assistance.

Please visit our Delay Repay Compensation page and complete the online form, make sure to include your Smartcard number when filling in the form.

Please call 0345 600 1671 to report your card lost or stolen. You will need to know your Smartcard number so please make a note of it for safe keeping. If you purchased your Smart Season Ticket at a ticket office your Smart card number can be located at the bottom of your receipt. You can also call into the station and we will be able to cancel and re-issue a new card.

If you acquired your Smartcard at a TransPennine Express ticket office, please return to the ticket office for assistance. If you ordered your Smartcard online please get in touch. 

If you purchased at a Ticket Office: Please return to the Ticket Office you purchased your Smart Season Ticket from.

If you purchased online or at a Ticket Machine: Please contact 0345 600 1671.

Yes, provided your smartcard contains a valid ticket for the journey you are making, it can be used on any operator’s service.

No.

No, a Smartcard can only be used by the owner of the Smartcard.