We have recently introduced MetroCard, a smartcard for public transport tickets.
You can load Saveaway, 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 adult Solo 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?
When you buy your first smartcard you will receive a 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 your card expires, at which point it will be replaced with a new MetroCard. Walrus cards will disappear from circulation over time.
I don’t currently have a MetroCard - how do I get one?
You can buy a MetroCard 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 MetroCard. This fee is to cover the card production and distribution costs. You will then be able to register your MetroCard and buy Adult Solo tickets 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 MetroCard or Walrus. Your receipt should show this information, or if you have bought 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?
To coincide with the launch of MetroCard, we have launched a website to allow you to register your MetroCard or Walrus and buy tickets online.
Why should I register my MetroCard or Walrus?
You can register for an online account and link your MetroCard or Walrus to this account. The MetroSmart website allows you to buy a range of Adult Solo tickets online including one-day, three-day, five-day bundles and weekly and 4- weekly tickets. You can also track your online ticket purchases and view the status of your ticket and expiry dates. We also expect additional services to be developed in the coming months.
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 and 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 MetroCard or Walrus you will need to verify your email address and then enter the last 8 digits of your card. You may also wish to give your card a user name.
Which tickets can I buy online?
You can buy a range of Adult Solo tickets online; one-day, three-day or five-day bundles are available along with weekly and 4-weekly tickets.
We are continually developing the MetroSmart website and will be extending the range of tickets available and the self–serve options to enhance our service.
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?
Our MetroSmart website is mobile friendly, the site can be accessed online, via your mobile phone or tablet. We do not currently offer an app.
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 and the price of your ticket.
If you buy your ticket before 5pm it will be available to collect on board the bus the next day. Tickets bought after 5pm will be available for collection in 36 hours.
Once you have loaded your ticket on bus it may take up to 24 hours for the status to change from pending to active on the website, you can then buy another ticket if you wish.
You must collect your ticket on board bus within 28 days from the date of purchase. If you do not collect your ticket within 28 days it will no longer show as “pending” and will no longer be available for you to collect.
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?
Can I add more than one MetroCard or Walrus to my online account?
You can register only one active MetroCard or Walrus to your online account at the moment, but the card can hold several tickets on it. We are working to continually enhance services over time
Can I have a refund?
If you have not yet used your ticket and it is still within six months of the purchase date, we will refund a Solo. You must provide your MetroCard or Walrus 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 4-weekly ticket. Each refund is subject to an administration fee of £5. To request a refund, please visit your nearest Merseytravel Centre.
Can I buy multiple tickets?
Yes, one of the benefits of MetroCard and Walrus is that you are able to buy a number of Solo tickets and store them on your card for a maximum of 12 months. If you have more than one Solo or Saveaway ticket on the 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 and only one ticket will be activated at any one time. For your convenience it is possible to store Solo tickets for future use when your active ticket expires. A range of Adult Solo tickets are currently available to buy online, you will need to collect your ticket on the bus before you can buy another ticket online.
A range of Young Persons’ tickets are available to buy from PayPoint retailers, Merseytravel Centres and on board bus. You can buy Saveaway tickets at PayPoint outlets, Merseytravel Centres or rail stations. Railpass is sold at Wirral and Northern Line stations on the Merseyrail network. Saveaway and Railpass tickets are active from the date you buy them.
Stagecoach Megarider or Arriva Weekly tickets are available to buy on board the bus.
For information on the full range of smart ticket products available and where to buy your tickets please check here
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, the area it is valid in, when it is valid for travel and other additional information to help you.
I have activated my Solo ticket on board the bus – why does the status still show as “pending”
When you board the bus and place your smartcard on the driver’s ticket machine, 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 Solo ticket is due to expire?
Yes, if you visit the “My MetroCard or Walrus” 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 on the home page 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 on the Merseytravel website showing bus routes and rail stations may also help you plan your journey.
How is my personal data used?
For further information please visit our Privacy Notice