Email email@example.com with the last eight numbers of your SWR smartcard, plus copies of your photocard and current season ticket
Our team will then help load it onto your new Touch Smartcard
We can't transfer your ticket if you bought it from another company. This is due to difficulties experienced with after-sales issues and the processing of refunds.
If you bought your ticket from Abellio Corporate Travel you can also apply for a paper to smartcard swap.
How can I check tickets on my Touch Smartcard?
If your smartcard is registered to your online account, you can find details of all your tickets under ‘My bookings’.
You can also use your smartcard to view tickets on ticket machines at our stations (except in the London Travelcard area).
What happens if I leave my smartcard at home?
Leaving your smartcard at home is the same as leaving a paper ticket at home − you will need to buy a new ticket for your journey. If you have a Season Ticket loaded onto your smartcard, you may be entitled to a refund of the cost of the paper ticket you had to buy for your journey. Keep hold of the paper ticket and ask at the ticket office about a refund within 28 days of your journey.
What is the difference between an Oyster card and a Touch Smartcard?
Oyster cards are only valid within the London Travelcard area. You can use your Oyster card to either store a ticket (such as a Season Ticket) or to store an amount of money, which you can then use for ‘pay as you go’ travel. The Touch Smartcard can store tickets, but not an amount of money.
What happens if I lose my smartcard?
If you lose your smartcard or it is stolen, you should call us on 0345 810 1010 or email us at firstname.lastname@example.org as soon as possible. We will cancel your card so that no-one else can use it. We will then issue a replacement card, which will take up to seven days to arrive.
If you had a Season Ticket loaded onto the lost or stolen smartcard which was still valid for more than one week, we will also arrange for this to be loaded onto your replacement smartcard. We will charge an administration fee for doing this. You will need to buy paper tickets from the station until your replacement smartcard arrives. We may refund the cost of these once you receive your replacement smartcard.
Any unused Carnet tickets may be refunded before they expire.
If your smartcard had other tickets stored on it, please call our Smart Support team on 0345 810 1010 to discuss this.
Can someone else use my smartcard?
No. Touch Smartcards are not transferable and you must not allow anyone else to use yours.
What happens if I forget to ‘touch in’ or ‘touch out’ at a station?
You should ‘touch in’ and ‘touch out’ on a smartcard reader to register your journey. If you have Carnet tickets, you must touch in to activate the ticket and out to end your journey. You must also ‘touch in’ and ‘touch out’ to qualify for Automated Delay Repay.
Can I view tickets loaded on my smartcard with the app?
No, currently the app only supports loading tickets to your smartcard.
To check the tickets on your smartcard, view your booking history in the app or online. You can also check on our ticket machines at stations.
Can I buy a ticket online and use my phone to load it onto my smartcard?
Season tickets bought online can only be collected at stations.
Single and return tickets bought online can be collected at stations or downloaded as eTickets onto the SWR app.
Can I use another train operator’s smartcard to load tickets from the SWR app or website?
It’s currently not possible to use another train operator’s smartcard to load tickets from the SWR app or website. We are working on introducing this.
Tickets can be bought on another train operators smartcard at our stations using ticket machines.
Yes. You will need to wait until you are due to renew your Season Ticket and you have received the renewal reminder email. This will enable you to change your payment card details and renew at the same time.
Can I vary the duration of my Season Ticket?
No, auto-renewal is only available for a fixed duration of one calendar month.
Can my Season Ticket be changed for a different origin or destination station?
Your auto-renewal is set up for the same journey, and class of travel every month.
If you need to change any part of your Season Ticket journey, you will need to cancel your existing automatic payment and set up a new one when you purchase your new Season Ticket.
Any changes made will affect your free ticket offer and the count will start again when the new changed Season Ticket starts. Any previous tickets bought will be exempt from the offer.
How do I claim my free Season Ticket?
A renewal reminder will be sent as normal allowing you to change the collection station or the start date. Your ticket will then be processed and added to your Touch Smartcard as normal, but your payment card will not be charged.
How can I claim a refund if I don't need my ticket anymore?
You will need to contact the Smart Support team on 0345 810 1010 who will arrange the refund. You will also need to cancel the automatic payment set up in ‘My Account’ unless you want to resume travelling with the same journey the following month.
Any refunds made will affect the free ticket offer and the count will start from the beginning when the next Season Ticket is bought.
Carnet can be used on any South Western Railway service across our smartcard routes*. Each day the Carnet is used, you will get unlimited travel for that day between those two stations and can even stop off to break your journey at any of the stations in between.
*Carnet is not valid on TfL services.
Can I buy child Carnet tickets?
No, Carnet is available on Adult Standard Class fares only.
How will Carnet work with other products on my Touch Smartcard?
If you have more than one product on your Touch Smartcard, you will need to tap in and out at the start/end of your journey to make sure that the correct product is used.
What happens if I can’t touch out because the gateline is out of operation?
It’s important that you touch in on the smartcard reader even if the gate is open. If the card is activated it will make an audible beep and the screen will show ‘enter’.
If the reader is covered over you should touch in at the reader located on the platform nearby and ensure that you touch out on the smartcard reader at your destination station.
Can I break my journey?
Just like a Season Ticket, you can break your journey at any of the stations between the Carnet ticket’s origin and destination station.
If I decide not to travel after going through the gates, will a ticket be deducted for the day?
If you decide not to travel due to disruption or delays you can claim a full refund for the cost of that day’s ticket. If there are no delays but you decide not to travel anyway you can still request a refund, however an administration fee will be apply. To process a refund you will need to contact the Smart Support team on 0345 810 1010.
You must tap out when leaving the station so that it can be verified that you did not travel.
What happens if I can’t touch in or touch out with my Touch Smartcard?
If you are unable to touch in or touch out at a station due to a system fault, please log in to your account to complete your journey or you can contact our Smart Support team on 0345 810 1010. We will, where possible, attempt to autocomplete an unfinished journey by checking the previous journey data collected. Where a journey is autocompleted, you will be notified by email. We will autocomplete journeys three times in a 28-day period. Outside of the three in 28 days, we will charge a fee of £25.00 for incomplete journeys and may result in your account being closed.
If I decide not to travel after going through the gates, will I be charged?
If you touch in and decide not to travel, you will need to touch out again within 15 minutes. If you touch in, do not travel, but don’t touch out, then an incomplete journey charge of £25.00 may be applied. If you touch out after 15 minutes of touching in, you may also be liable to pay an incomplete journey charge.
Can I break my journey?
Yes, as you are only charged for the journeys you make. At the end of the day we collect all the journey data and apply the most appropriate fare where you’ve touched in and touched out. Please remember to touch out and back in again when you resume your journey.
How do I change my registered credit or debit card details?
To change your card details, you will need to go into the ‘top up’ section of the Tap2Go account and pay a minimum £1.00 fee. This verifies the card and stores it to be used for future journeys.
Can I see my journey history and charge information?
Yes, your journey history and charges will appear in ‘My Account’ under the ‘Tap2Go’ tab in ‘My Transactions’. You can view your transactions by day, week or month.
What happens if my payment for Tap2Go fails?
If we are unable to take payment from your registered payment card, we will notify you by email and ask you to update your details. We will try to charge your card again later, on more than one occasion. It is important that you update your account if you receive a new credit or debit card, failure to do so could lead to your account being blocked.
Can I collect Nectar points whilst using Tap2Go?
No, Tap2Go transactions don’t qualify for Nectar points.
Can I use Tap2Go on TfL services?
No, Tap2Go is only available on SWR services for travel to/from stations shown on our Tap2Go map. It cannot be used on any TfL services or on services provided by any operator other than SWR.
Can I travel to other stations in London with Tap2Go?
Tap2Go can only be used to travel to/from stations operated by SWR inside London. You can only travel as far as London Waterloo, you cannot travel to other London Terminals such as London Bridge or Charing Cross.
Can I use my Railcard discount with Tap2Go?
Not currently, although we plan to enable railcard discounts in the future.
What should I do if there is service disruption and need to travel with a different operator?
In the event that due to service disruption, you need to travel with a different operator or you need to take an alternative form of transport (such as a bus or tube) you should not use Tap2Go and instead buy a ticket. Remember if you have touched in, if you touch out again within 15 minutes then no charge will be made to your Tap2Go account.
Do I need to add credit to my Tap2Go account?
No, your Tap2Go account is linked to a credit or debit card which will be billed after you travel and we’ve calculated the cost of your journey. We therefore bill your account back to £0.00. If you wish to add credit to your account, you are able to do so through your online account but it is not a requirement.