Frequently Asked Questions
When will the key be ready to launch?
We are hoping to launch the new key summer 2011. The key is already in use in Oxford and will soon be available from all Go-Ahead Group bus companies.
How do I get my new key?
This is where we need your help. Customers coming to our travel centre in Debenhams are being asked to confirm their address details with us. Shortly before the key is launched we will send out a new key card ready to use from the official launch date. Any products remaining on your Plymouth Citybus freedom card will be transferred to the new key.
We are also asking anyone who would like a new card to register on line so that we will be able to post out the new key as soon as they become available.
Do I need a new key when my season ticket expires?
No. You simply top it up with a new product either on-line or at our travel centre located in Debenhams Plymouth.
How long does it take to load a new product onto my key?
When you buy a new product on-line, it will be loaded onto your key the day after you buy it. This is to allow our buses to receive this information overnight.
How do I know the ticket has been loaded onto my key smart-card successfully?
When you use your key on the bus the smart-card reader will beep and show you a green light. This confirms that your ticket has been loaded and is valid for travel. If you get a red light ask the driver for help in the first instance and if you are still having problems after this you’ll need to give us a call on 0845 077 2223 or visit our Travel Centre in Debenhams so we can check your key for you.
How do I find out when my product on the key is due to expire?
The screen on the reader will display the type of ticket you have used and, in time, will also show you when your ticket expires. The easiest way for you to find out when your ticket expires is to check your key account on-line.
Why don't you just print the expiry date on my key?
We don't print an expiry date on your key as it is designed to be topped-up and used again and again.
If I try to use my key after my product has expired how will I know? What shall I do?
If the product on your card has expired and is no longer valid for travel the smart-card reader will bleep a couple of times and a red light will be shown. This confirms that you don’t have a valid ticket. If you get a red light and are unsure of the reason ask the driver for help in the first instance. If there is a problem then you could either give us a call afterwards on 0845 077 2223 or visit our travel centre in Debenhams and we can check your key for you.
Are there any charges for using my debit or credit card to buy on-line or on the phone?
There are no additional charges for using a debit or credit card. You will only pay for the price of your ticket
What should I do if I lose my key?
Give us a call on 0845 077 2223 and we can cancel your current key – the same way as a bank can cancel your bank card – so no one else can use it. We will then transfer the tickets from your old key to a new one. We may make a charge of £5 for the replacement card.
I don’t have a bank card. Will I be able to buy a new product for my key?
It will be possible to visit our travel centre in Debenhams to top up your key paying by cash. Products of less than 7 days can also be topped up on the bus.
Is my key smart-card transferable?
If your key has your name printed on the front then it not transferable to other people. For those who need to share their card then non personalised cards will be available from our travel centre.
How will I tell you what I think about the key?
We’ll keep in touch with you to see what you think about it and how you find using it. We’ll also have research staff on a number of services shortly after launch to talk to customers about the key and the new style of tickets.
