MetroCard is a smartcard for public transport tickets.
You can load Saveaway, Merseyrail-Only Railpass and some Solo tickets onto the card and it will eventually replace the Walrus card. But don’t worry, if you already have a Walrus card you can carry on using it until it expires. The two cards work in exactly the same way – they just look different.
We have also launched MetroSmart, the smart ticketing website, where you can register your MetroCard or Walrus and add a range of Solo and Merseyrail-Only Railpass tickets. You will be able to see which tickets are held on your card and when they will expire. You can also see the expiry date of the card itself, giving you time to buy a new MetroCard if necessary.
We know you’ll have lots of questions about MetroCards and how to use the smart ticketing website so we’ve put some together here.
What is a MetroCard and is it different to a Walrus card?
If you are buying a smartcard for the first time you will receive a new MetroCard.
If you already have a Walrus card you will be able to continue to use it and benefit from the online features of the MetroSmart website until the card expires, at which point it will be replaced with a new MetroCard. Walrus cards will disappear from circulation over time.
Can I see details of journeys that I have made?
At the moment this level of detail is unavailable but we are hoping to introduce this in future.
I don’t currently have a MetroCard - how do I get one?
You can buy a smartcard and your first ticket at any PayPoint retailer, Merseytravel Centre, on board an Arriva or Stagecoach bus or at any rail station across the region. There is a £1 activation charge when you buy your new smartcard. This fee is to cover the card production and distribution costs. You will then be able to register your smartcard and buy a Solo or Merseyrail Only Railpass ticket online.
I have a Walrus card - do I need to change this to use the MetroSmart website?
No, you can register your Walrus card online. Simply follow the registration process and enter the last 8 digits of your Walrus smartcard number.
My card is not working on board the bus.
Please make sure that you have a valid ticket for the day and area of travel loaded on to your smartcard. Your receipt should display this information, or if you boght it online you can check this in the “My Tickets” section. You can also check the status of your ticket here to make sure that it has not expired. In the unlikely event that your card doesn’t read but you believe that it is valid please visit a Merseytravel Centre. Keep your receipt or email confirmation as proof of purchase.
I use my MetroCard or Walrus to buy Railpass tickets. Who should I contact with any queries?
If you have a question about Railpass please contact Merseyrail for help.
What is MetroSmart?
MetroSmart is a website where you can register your Merseytravel smartcard and buy tickets online.
Why should I register my smartcard?
You can register for an online account and link your smartcard & multiple other smartcards to a single account. The MetroSmart website allows you to buy a range of Solo or Merseyrail-Only tickets online. You can also track your online ticket purchases and view the status of your ticket and expiry dates.
How do I register?
Simply click the “Register” button on the home page and follow the 2-step registration process. You will need to enter your personal details, including your name, address and email address and you will then be asked to select a password for security. Before the registration process you must read and accept the terms and conditions. To link a smartcard you will need to verify your email address and then enter the last 8 digits of your smartcard. You may also wish to give your card a user name.
Which tickets can I buy online?
You can buy;
We are continually developing the MetroSmart website and will be extending the range of tickets available.
How do I pay for my ticket?
We accept all major debit and credit cards displaying the Visa or MasterCard logo through our secure payment checkout.
If you have previously bought a ticket on the website you can simply click on the “buy again” button to speed up the process.
Is there an app?
We do not currently offer an app but our MetroSmart website is mobile friendly and the site can be accessed online, via your mobile phone or tablet. .
How do I collect my ticket?
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 when your ticket will be available to collect. Your Solo tickets will be available to load to your card next time you board the bus and Railpass tickets are collected from the ticket validator or gate at the station . Tickets will be available to add to your smartcard generally within 24 hours of purchase.
How do I get a receipt for proof of purchase?
You will be sent an email confirmation following any online ticket purchase which serves as your proof of purchase. Please keep hold of this to help staff with any queries.
What are the terms and conditions for smart tickets?
You can read the Terms and Conditions here or visit www.merseytravel.gov.uk.
Can I add more than one smartcard to my online account?
Once a smartcard has been registered to create an account, additional smartcards can be added to that same account. This will be useful in particular for families.
Can I have a refund?
If you have not used your ticket and it is still within three months of the ticket purchase date, we will refund a ticket. You must provide your smartcard and the receipt or email confirmation for that ticket.
Unfortunately, we cannot refund a daily or weekly Solo ticket if it has already been activated.
We will refund the unused part of a Solo 4-weekly, term time or annual ticket in line with our refund policy. You can complete a ticket surrender form online, attach your MetroCard or annual ticket and post this to Merseytravel, PO Box 1976, Liverpool, L69 3HN or submit it in person to your nearest Merseytravel Centre. If you are entitled to a refund, we will process it within three weeks. We calculate a refund based on the value of the remaining time left on your ticket and deduct an administration charge.
For a Merseyrail-Only Railpass refund, please contact the Merseyrail customer relations department on 0151 555 1111
Can I buy multiple tickets?
Yes, one of the benefits of a smartcard is that you are able to buy a number of Solo, Railpass or Saveaway tickets and store them on the card. Adult/Young Person Solo or Merseyrail-Only Railpass tickets are available online, Saveaway tickets are available from PayPoint retailers, Merseytravel Centres or rail stations.
If you have more than one Solo or Saveaway ticket on your smartcard, the bus driver will ask you which one you want to use when you first board the bus. These only become active on first use.
I bought a ticket at a Paypoint retailer/rail station/Merseytravel Centre – but it is not showing on my recent purchase history?
The MetroSmart website will only show your online ticket purchases. You should keep your email confirmation as proof of purchase to help if you have any queries. Your email shows date of purchase, area, when it is valid for travel and other additional information to help you.
I have activated my ticket on board the bus or at the station – why does the status still show as “pending”?
When you place your smartcard on the driver’s ticket machine, station gate or ticket validator your ticket will be collected and activated if you chose to do so. There will be a delay in the information reaching the back office system, you should allow 24 hours for the card status to change from “pending” to “active”.
Can I check when my ticket is due to expire?
Yes, if you visit the “My Smartcard” section of the website you can see a detailed summary of your tickets and the status of each ticket. You can also see the date that your ticket is due to expire.
I need some help in planning my journey.
Please visit our journey planner for travel information and help in travelling around the Liverpool City Region.
If you would prefer to speak to someone about planning your journey, you can call our customer services team on 0151 330 1000. Lines are open 7am - 8pm, Mondays to Fridays, 8am - 8pm, Saturdays, Sundays and Bank Holidays. Closed on Christmas Day.
Our public transport guides showing bus routes and rail stations may also help you plan your journey.
How is my personal data used?
You can read the Fair Processing notice for the Merseytravel Smart Ticketing Scheme here