Tickets & Metro Smart
Take a look at some of our most frequently asked questions about tickets and Metro Smart.
If you cannot find the answer to your query, you can speak to our Customer Services team using the contact details shown on the previous page.
To buy smart tickets, you can visit metro-smart.org.uk
When you have completed your online ticket purchase, you will be sent an email confirmation. This will show the ticket type, price of your ticket and payment reference number (starts with MW). It is important that you retain this email in the event of any future query.
To collect your SOLO ticket, present your smartcard and hold it over the ticket machine when you board the bus, your ticket will then be loaded automatically.
To collect your Railpass ticket, place your smartcard on the platform validator or ticket gate located at the station of departure and your ticket will be loaded automatically. You must validate your ticket before you board the train.
Check out our animation on collecting smart tickets: https://youtu.be/i-ikJVPipfY
Before we can check this further for you, it is worth considering what time you purchased your smart ticket.
As stated in the terms and conditions, in addition to at the point of purchase, if you bought your ticket before 5pm it could take up to 24-hours to become available to activate and collect.
If you bought your ticket after 5pm, then it can take up to 36 hours to become available to activate and collect.
Once these times have passed, you should be able to tap you MetroCard on the bus to collect your ticket – this should change on your account from Pending / Not Active to Active.
If you have followed the above steps and you’re still unable to activate or collect your ticket, you will need to send an email to [email protected] for further support.
When emailing the team, please include a copy of the proof of purchase for your ticket (this will either be an email if your purchased online or a paper receipt if you bought it in person)
You can purchase tickets, update your details and manage your MetroCard account online.
Check out some of our frequently asked questions online.
If you require additional support with your MetroCard or purchases, you can use our online Get In Touch webform and complete the Ask Us a Question option.
You can call our Customer Services team on 0300 131 2881* where a member of the team will be able to help with your query.
Or, you can visit a Merseytravel Centre in person for further support.
We don’t offer a refund on daily or weekly tickets; refunds can only be claimed for term time, monthly or annual products.
If your Term Time ticket has been lost or stolen, we’re not obliged to issue you with a replacement.
For more information on how to claim a refund for you Solo or Trio ticket, please visit our website here:
Please note: Our Customer Services team are not able to take your details over the phone to raise a refund request. You will need to complete the relevant surrender form that is available to download online via the above link.
Send an email to [email protected] and we will arrange a refund for your Solo ticket but your MetroCard will be hotlisted and cannot be used again.
To buy a Merseyrail Only Railpass, use another MetroCard or buy one from a Merseyrail station and register it to your MetroSmart account.
Visit our home page www.metro-smart.org.uk click on “Register your Smartcard” and enter your details. Please make sure that you complete all fields – including all mandatory fields marked *. You must also read and accept the terms and conditions before submitting your registration.
If you encounter any issues in registering your card, double check that you have entered the smart card number correctly and try again. If your smart card has expired, or it has been reported lost/stolen, or has been previously registered, you will not be able to register it.
If you need further assistance please email [email protected].