Frequently Asked Questions
How does contactless work?
Contactless is a quick, easy and secure way to pay for your tickets on the bus. Instead of saving up your change to pay with cash, simply place your debit/credit card (or your phone, if paying with Apple Pay or Google Pay) on the reader of the ticket machine.
What tickets can I buy using contactless?
You can buy any ticket that costs up to £45 using contactless.
How do I use my contactless card on the bus?
It's easy. Simply board the bus, tell the driver you want to pay with contactless, and ask for whichever ticket you want to buy. Place your contactless card (or your phone, if paying with Apple Pay or Google Pay) over the reader, and wait for your ticket to be printed. That's it - take your ticket, and enjoy your journey!
How do I know if my card has contactless?
Simply look for the contactless symbol on your credit or debit card. Most new cards issued by banks nowadays are contactless, but if you're not sure, contact your bank.
Which contactless cards can I use?
Nearly all contactless debit and credit cards can be used to pay, except American Express cards. You can also use Apple Pay via your iPhone or Google Pay on Android phones. Pre-paid contactless cards can also be used.
Can I use Apple Pay or Google Pay to buy my bus ticket?
Yes, we accept phones enabled with Apple Pay or Google Pay, as well as contactless enabled wearables such as watches.
Can I still pay using cash?
yes, cash and coins will still be accepted on our buses but we ask you to bring the exact fare.
Will I get a receipt or ticket if I pay with contactless?
Yes, you'll get a ticket issued as normal, which will also act as your receipt.
Is there a limit to how much I can spend on board with contactless?
Yes, as the amount that can be paid via contactless is limited, we can only sell tickets that cost up to £45 via contactless. If you're buying several tickets at once (for example, for a group), you may need to buy them in separate transactions so that each transaction is below £45- the bus driver will advise you if this is the case.
Is my contactless payment safe?
Yes, our systems and equipment are tested and certified to comply with all payment card scheme data security standards. Contactless payment cards and 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 transaction, only minimal information is sent to us, and no information about your card account or other personal data is displayed to the driver or to our customer services and finance team. We regularly check with card issuers to make sure that your card hasn't been reported a lost or stolen. If it has, you're protected against fraud loss as long as your report it to your bank or issuer as soon as possible.
What if my payment doesn't work?
There are a few reasons why a card might not work when presented for travel; if this happens, your driver will ask you to try another card, or to pay using cash or another form of payment such as the Hedingham and Chambers app.
What if I don't have enough money on my card to cover my bus fare?
Buying tickets on the bus using contactless is the same as buying items in a shop. Your bank may allow you to purchase the ticket, however this could result in you going overdrawn and incurring bank charges. For more information, please check with your bank. If the payment is accepted on the bus this will be taken from your bank account regardless.
Who should I contact if there is a problem with my payment?
If your card is refused on the bus, please contact your bank or card issuer to find out what the problem is. As we cannot see your bank account details, we are not able to tell you why your bank may decline to process your payment.
Can I pay for my child's ticket using contactless?
Yes, you can pay for tickets of people travelling with you, although if the total amount is higher than £45 we may need to process it in more than one transaction.
My child or I don't have a contactless card/bank account, can we pay by contactless?
Pre-paid contactless cards are available from some banks and card issuers - please make sure you check the details online before you sign up to make sure they are suitable for you.