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Using your Citycard for travel

We've designed your Citycard to be as easy to use as possible when travelling, however there are a few things you need to remember. You should always keep your Citycard separate from any other cards you may use (such as bank cards, Mango, Genie or Easyrider). Only present your Citycard to the reader when touching on or off or when purchasing travel.

Using your Citycard on the tram

When using the tram you need to touch on before you get on board. You can touch on at one of the platform validators. You always need to touch on when using the tram. Failure to touch on may result in having to a pay a fine or a penalty fare. If your touch on has been accepted the validator will display a green tick. You do not need to touch off when getting off

Sucessful Touch On

If your touch on is declined the validator will display a red cross. If your touch on is declined you should not board the tram.

In the event of a declined touch on you should firstly check your balance or ticket. If you believe you have a valid ticket you should contact the Citycard customer support or visit one of our travel centres as staff on the buses, trams and trains do not have access to your personal information.

Failed Touch On

Using your Citycard on the bus

When you get on the bus you need to touch on using your Citycard. You touch on by putting your Citycard flat on the card reader. You always need to touch on, failure to do so may result in having to a pay a fine or a penalty fare.

When you touch on successfully you will see a green light and hear an audible ‘bleep’ from the ticket machine.

If your touch on is declined the ticket machine will show a red light. In the event of a declined touch on you should firstly check your balance or ticket. If you believe you have a valid ticket you should contact the Citycard customer support or visit one of our travel centres as staff on the buses, trams and trains do not have access to your personal information.

Using your Citycard on the train

When using your Citycard on the train you need to touch on at the station where you get on the train. If you complete your journey at a gated station you will also need to touch off at the gates at the end of your journey.

 

Frequently asked questions

What happens if the card reader turns red?

If the card reader shows a red light it means your Touch on has been declined. You should firstly check your balance or ticket.

If you believe you have a valid ticket you should contact the Citycard customer support (0115) 876 2700 or visit one of our travel centres. Please note that staff on the bus, tram or train do not have access to your balance or personal information.

If your Touch on is declined before you board the train or tram then you must not board.

There's no machine to touch on before I board the train. What should I do?

We won't have card readers installed at all stations within the Kangaroo boundary. Where there isn't a machine before you board, you must always touch off at the station when you alight. Failure to do this may result in a penalty fare or fine.

Can I top up my Citycard at one of the ticket machines?

Yes – At the moment you can top up your Citycard at any of the Citycard Ticket Machines located around the City with either 10 days, or 1, 3, 6 or 12 months of travel.  You can also top up at the Broadmarsh or Victoria Travel Centres or at any one of 140 Payzone locations within the boundary.