Mobile ticketing FAQs
When a ticket is “activated”, the app will generate an animated ticket on your smartphone screen – you should show this to the Driver or Ticket Services Assistant (TSA) upon boarding, who needs to check our special security features to ensure that the ticket is genuine. Part of the ticket shows the current date and time and this will be checked by our staff, so please ensure that your phone has the correct time and date before you activate any tickets (most do this automatically, if set to the UK timezone).
I’ve got the official Transport for Edinburgh app, but where can I buy m-tickets?
In order to keep your account and payment details secure, our m-tickets can be purchased through a linked app. Tap on “Buy Tickets” in the official Transport for Edinburgh app to be taken to either the Apple App Store or Google Play Store to be able to download the m-tickets app.
How do I register for an account?
You’ll be able to sign up for an account within the m-tickets app, once you’ve downloaded it – you’ll need to provide us with your name, email address and telephone number of the device you are using. You’ll also need to set a PIN which you’ll use to protect your account. The information you provide will only be used by Transport for Edinburgh and Corethree to process your m-ticket purchases and maintain your account.
What kind of m-tickets can I purchase?
You can purchase SINGLEtickets for Lothian Buses and Single Tickets for Edinburgh Trams (city or airport fare zones). Airport return tickets are also available for Edinburgh Trams.
DAYtickets, DAY&NIGHTtickets and Family DAYtickets, which can be used on buses and trams, as well as NIGHTtickets can also be purchased.
SINGLEtickets, DAYtickets and DAY&NIGHTtickets for Lothian Country Buses services 113 & 104 are also available, as well as Adult Single and Return tickets to or from Edinburgh Airport on our Airlink service.
How many m-tickets do I need to buy?
App payments cost us a little more to process, there is a minimum purchase price of £10 per transaction, however you can pick and mix any combination of tickets in your basket in order to reach this.
How can I pay for my m-tickets?
You need to register a Visa or MasterCard Credit or Debit card - make sure you enter your card details correctly. Once registered, you’ll only need to select the card you want to pay with and enter the CV2 code (the last 3 digits of the number on the signature strip on the back of the card) to verify your purchase. Your card details are stored securely and will never be disclosed to anyone for purposes other than m-ticketing payments initiated by you.
You can also pay for your m-tickets using Barclays Pingit, the easy way to send and receive money using just a mobile number. Barclays Pingit can be used whether you bank with Barclays or not and is free, secure and easy to use - visit http://www.barclays.co.uk/PersonalBanking/P1242603570446 for more information.
How do m-tickets work?
Once purchased and downloaded, your tickets will appear as “purchased” under “My Tickets” in your app. When you want to use one, tap on the ticket you want (they are listed from oldest at the top to newest at the bottom) and then tap “activate now” – you’ll be asked to confirm that you want to activate this ticket.
When a ticket is “activated”, the app will generate an animated ticket on your smartphone screen – you should show this to the driver or Ticket Services Assistant (TSA) upon boarding, who needs to check our special security features to ensure that the ticket is genuine. Part of the ticket shows the current date and time and this will be checked our staff, so make sure your phone has the correct time and date before you activate any tickets (most do this automatically, if set to the UK timezone).
Once you activate an m-ticket, you’ll have five minutes (for SINGLEtickets) or until the end of day services (for DAYtickets) to use the m-ticket before it expires. DAY&NIGHTtickets and NIGHTtickets expire at around 4.30am. If you’re using SINGLEtickets, you should activate it just before you board the bus.
How do I use m-tickets on Edinburgh Trams?
If you’re using a tram Single ticket, you will need to activate it before boarding the tram by scanning the QR code located on every tram stop shelter. Your ticket will be valid for 30 minutes from activation and should be shown to the TSA on board the tram.
If you’re using a DAYticket or DAY&NIGHTticket, make sure you activate the ticket before boarding your first bus or tram of the day and simply show the activated ticket to the TSA on board the tram.
If you board a tram without an activated m-ticket, you will have to pay the Standard Fare, which is currently £10.
How long do m-tickets last?
When you buy an m-ticket, you have up to 180 days from purchase to activate and use it.
Do I need an Internet connection to use m-tickets?
You do need an active internet connection (either mobile data or Wi-Fi) to purchase m-tickets and download them to the app but once purchased, they can be activated “offline” without the need for an active internet connection. The app does need to “check-in” with our servers periodically, and you will receive a warning message if the app has been opened many times or over a long period without doing this. You can reset this by opening the app when you have a good mobile data or Wi-Fi connection. If you continue to use the app without a connection after receiving a warning message, the app may block further use until it has had the opportunity to check in.
What happens if there’s a problem boarding and my m-ticket expires just before I get on the bus?
Show the bus driver the expired ticket which will clearly show how long ago the m-ticket expired. If the driver decides that the m-ticket is invalid, you will need to activate another m-ticket, or buy a ticket from the bus driver.
What happens if an inspector or TSA needs to check my ticket?
SINGLEtickets will expire after 5 minutes – you can show the inspector the expired ticket by navigating to “expired” under “my tickets” within the app. Other ticket types should still be active and should be shown to the inspector or TSA in the same way you showed your ticket to the driver upon boarding.
Can I transfer m-tickets to another phone?
M-tickets are locked to the smartphone on which they are purchased. If you’ve lost, damaged or factory reset your device, you can request a transfer of your tickets – simply login to the m-tickets app as usual on your new/reset device and open “my tickets”, before following the in-app prompts. If you encounter any problems, you can contact us by calling 0131 475 0110 or emailing email@example.com. You can also “Share Tickets” with another user which will remove the ticket from your account and send it to another user – see below.
What does “Share Tickets” do?
Our latest feature, “Ticket Sharing” allows you to send one or more of the tickets in your account to somebody else to use instead.
Simply tap “Share Tickets” to be taken to a page listing all your available tickets, and toggle the tickets you want to send. After hitting confirm, your tickets will be immediately transferred out of your account. You can then tap the “share” button on the confirmation page to choose how you want to send the sharing link – email, Bluetooth, NFC it’s up to you! Once your recipient has received the sharing link, they simply need to open it on their device with the m-tickets app installed to claim their tickets.
Each share link can only be used once, so if you send the same link to multiple recipients, the tickets will be transferred to whoever uses the link first. Both you and the recipient will need a good Wi-Fi or cellular data connection to be able to share tickets. An individual ticket can only be sent to another user once – that ticket cannot then be sent to someone else again once it has been claimed.
Can I activate multiple tickets on my phone for friends and family?
No. Active tickets are valid for one person per device only, unless you have activated a Family DAYticket, which is valid for up to two adults and up to three children. If you want to use m-ticket for several people, you can buy them all on one device and use the “Share Tickets” to send tickets to each [person who needs them, providing they have their own Smartphone.
My phone battery has run out before I could present my m-ticket to the bus driver or TSA.
It is your responsibility to ensure that your smartphone has enough battery power to be able to display a valid m-ticket to the driver or TSA and, subsequently, any TfE official throughout your journey. If you cannot do this, you will need to pay for a ticket from the driver or, on Edinburgh Trams, pay the Standard Fare.
Can I use m-tickets on my iPad?
Our m-ticket app isn’t designed for use on tablets.
I’m having some problems – where can I get help?
You can call our Customer Services team on 0131 475 0110 (Monday - Friday, 08:30 – 17:00) or you can send us an email to firstname.lastname@example.org. If emailing, make sure you include a full description of the problem you’ve encountered (screenshots are really useful too), along with a note of the email address and telephone number your account is registered to.