ARRIVA - FAQs

FAQs

FAQs

Q - Where can I use m-ticket?

A – You can use m-tickets on Arriva bus services throughout the UK, except for Park and Ride buses, Fastrack A route and Transport for London services.

Q – Can the system be operated using Apple/Android based phones?

A - Yes, m-ticket can be used with all iPhone and Android handsets. iPhone users can simply download the free m-ticket application from their 'App Store' or iTunes, whilst Android users can do likewise from 'Google Play' by searching for 'Arriva' or 'm-ticket'. 

Q – Can the system still be operated using BlackBerry or older Java-based phones?

A – The app will cease to support the Java (J2ME) platform from April 2014, which will also affect BlackBerry users.

Q – Can the system be operated using Windows phones?

A – There are no current plans to develop a Windows version of the app, but we will monitor customer demand and react accordingly.

Q – Does it matter what mobile network I am on?

A – No, it doesn’t matter which mobile network you use. The m-ticket application can be used across all mobile networks.

Q – How do I get m-ticket?

A – For smart phones, it's easy. Just download the m-ticket app from the relevant app store. Once you have downloaded the app, a separate text message will be sent to your mobile containing your unique PIN number.

Q – OK, so I have downloaded the application to my handset. What do I do next?

A – Once you have downloaded the app to your handset you will then need to buy your ticket. To do this, open up the m-ticket app and select ‘Purchase’ 

Please note that just by downloading the application you have not actually bought a ticket, and no money has been taken from your account. It is only when you actually purchase a ticket that you will be charged.

Q – What type of tickets can I purchase?

A – You can purchase the full range of adult Day, Weekly, 4-Weekly and Annual Saver tickets where available from Arriva throughout the UK. Student and child versions are also available in some areas.

Q – Can I check the price of the ticket I want before actually purchasing it?

A – Yes, you can do this from the ‘Home' page. Select the 'Price' option and enter the details of the ticket you require. The app will display the price of the ticket you wish to buy on the screen. To buy the ticket please select 'Purchase', otherwise select 'Cancel' to return to the menu and you can select a different ticket.

Q - What if I don’t have a bank account or a debit / credit card, could I still purchase an m-ticket using cash?

A – Yes. You can use cash to purchase credit for your m-ticket application from any PayPoint outlet, and also most Arriva Travel Shops. If you use PayPoint, your credit will appear on your phone first thing the next day, so it’s a good idea to make sure you always have enough m-ticket credit on your phone. 

Please note that the m-ticket top-up credit is a separate credit to your mobile phone airtime credit and is specific for the m-ticket application.

Find your nearest PayPoint outlet

Q – Can I pay for my m-Ticket by adding the cost to my mobile phone bill?

A – Unfortunately not at the moment. Currently there are only two methods of payment – Credit/Debit card or Top Up.

Q – How can I be sure that someone can’t ‘hack’ into the information on my phone?

A – The application is built to mitigate any risk from potential 'hackers'. All sensitive information is stored in an encrypted form and transmitted as an encrypted message. The application uses a highly secure AES 256 bit encryption standard for this purpose. Furthermore the application has been built with PCC-DSS (Payment Card Industry - Data Security Standards) in mind, and the credit card is never stored on the phone.

Q – Will my credit card/bank account details be held on Arriva’s server?

A – No, Arriva does not hold any credit/debit card details. At the point of purchase, a secure tunnel to the card processing company's servers is created and the card details are entered directly onto the PCI-DSS (Payment Card Industry - Data Security Standards) servers. Arriva does not store credit/debit card details on either our servers or within the application.

Q – What if I realise that I don’t have enough credit on my mobile bus ticket for the journey I am making?

A – If you have insufficient credit on your mobile phone, you will not be able to purchase an m-ticket. You are able to add credit using cash at your nearest PayPoint (find your nearest PayPoint outlet) or at most Arriva Travel Shops.

Q - What if I purchase a ticket, but decide not to travel?

A – The actual m-ticket, whether for a day, week or 4 weeks' worth of travel, will only commence when you want it to (by activating the m-ticket). If you don’t wish to travel yet, you can select ‘Preview Ticket’ using the options within the application (you will recognise this because the ticket will have a yellow background, and there will be no ‘real time’ shown on the ticket). At this stage, the ticket will not have been activated yet, but it affords you peace of mind that you have a ticket at the ready for when you need it.

Q – So can I store my m-ticket on my phone until I need it then?

A – Yes. The actual m-ticket, whether for a day, week or 4 weeks' worth of travel, will only commence when you want it to (by activating the m-ticket). If you don’t wish to travel yet, you can select ‘Preview Ticket’ using the options within the application (you will recognise this because the ticket will have a yellow background, and there will be no ‘real time’ shown on the ticket). At this stage, the ticket will not have been activated yet, but it affords you peace of mind that you have a ticket at the ready for when you need it.

Q – Can I buy a ticket in advance?

A – Yes. Since the ticket is not activated until you select 'Use Ticket', you can decide when the start will be.

Q – What if I buy the wrong ticket by accident? Can I get a refund?

A – No problem. If you buy the wrong ticket by mistake just give us a call on 0844 800 44 11 and we can delete the ticket from the system and refund the ticket for you, so you can then go back into the application and purchase the correct ticket that you require.

Q – How do I activate my m-ticket?

A – To activate a ticket simply select ‘Use Ticket’. Upon first activation you will be asked ‘Are You Sure?’ which gives you the option to back out in case you have gone into the wrong ticket or have pressed ‘Use Ticket’ by mistake. Once the ticket has been activated it becomes valid from that moment, so a day ticket will be valid for that day only, a weekly ticket for activation date + 6 days, and a 4-weekly ticket for activation date + 27 days.  Please note that your ticket is automatically removed from your phone after expiry. Whenever you need to use the ticket, simply select the ‘Use Ticket’ option and the ticket will be displayed on your screen.

Q – Do I need to connect to the Internet each time I use my ticket?

A - You will need to view your ticket whilst connected to the Internet, each day that your ticket is required for travel (but only once per day). We suggest that you do this prior to travel, for example at home, where you are likely to have a good WiFi or 3G signal. Arriva is introducing WiFi onto more and more services, and most routes have decent 3G coverage, but there may be 'blackspots' in some remote areas.

Q – What do I need to do when I board the bus?

A – You need to ensure that you have activated the ticket you wish to use for your journey and that it is displayed on your screen. You then simply show the ticket to the driver when boarding the bus. The backlight on the screen needs to be on so when you show the ticket to the driver it can be easily read, keeping your boarding time to a minimum.

Q - What if my mobile phone battery has run out when I board the bus?

A – Your mobile phone must be able to display the ticket on your phone screen to show the driver when boarding the bus. If your phone battery is dead when you board the bus, you will be unable to retrieve your mobile ticket, and you will have to pay the driver for the journey you wish to make, and this fare is non-refundable.

Q – Can I purchase multiple tickets?

A – Yes, if you need to purchase for example three day tickets for the following week, then that’s fine, just make sure that you only use each ticket when you need it.

Q – If I have multiple tickets on my handset how will I know which is the activated ticket?

A – You will know which ticket is the activated ticket as when you go into ‘Use Ticket’ the activated ticket will have an asterisk * to the left of the ticket description. Any activated tickets will take you straight into the ticket, where as an un-activated ticket will give you the option ‘Are you sure?’ before activating the ticket. So, if you see ‘Are you sure’ you know this is an un-activated ticket, so say ‘no’ and go back to find your current activated ticket.

Q – Can more than one customer travel on one m-ticket?

A – No. Only one person can travel per m-ticket on each handset. If there is more than one person travelling, each person should have an m-ticket on each mobile phone.

Q – What if I lose my phone?

A – Then you won’t be able to travel using an m-ticket, so try not to! Your phone is essentially your wallet, but remember that nobody else can purchase m-tickets using your phone unless they know your PIN number. We can also 'freeze' your application until you either find it, or if you replace with a new phone, we'll transfer the application, including all of your tickets, to the new phone.

Q – What happens when I upgrade my phone/get a new handset?

A – If you upgrade your phone but keep the same number, please contact us on 0844 800 44 11 and we can push the application out to your new handset (with all your existing details). If you have a valid ticket on your m-ticket account, the ticket should still be there when you re-install the application to your new phone. If for any reason the ticket is not there when you re-install, please contact us and we can push out a new ticket to the handset.

Q – What if I change my phone number?

A – If you change your mobile number you will need to re-register with the new number by going to www.arrivabus.co.uk or by texting REG to 82500 and will need to enter all your details again. If you change your number whilst still having a valid ticket on your old number, we can delete your old number and ticket from the system and push out a new ticket to your new number.

Q – I’ve not used my m-ticket - can I apply for a refund?

A – If you’ve not used your m-ticket, and would like a refund, then you can call our customer service team on 0844 800 44 11, and we will be able to refund the value of the ticket back to your phone (we will need to know your mobile phone number). Please note that if you have used a proportion of your m-ticket, we are unable to process a refund.

Q – I no longer wish to use m-ticket, and would like a refund on the remaining credit.

A – If you’ve not used your m-ticket, and you have registered your debit/credit card, then you can call our customer service team on 0844 800 44 11, and we will be able to refund directly to your card. If you’re using cash top-ups, call our customer service team on 0844 800 44 11, and we’ll arrange for a cheque to be sent to you. In both cases, we’ll need to know your mobile phone number to remove any tickets and credit from your phone.

Q - What do I do if I forget my PIN Number?

A – It is advisable to change your PIN once you have registered to something you will remember but if you do forget your PIN number then just give us a call on 0844 800 44 11 and we can send this out to you again. You can change your PIN number from the application via the ‘Settings’ function on the main menu.

Q - How do I change my credit/debit card details?

A – You can change your card details by simply going into the Registration function from the main menu within the application and entering the new details. You will be asked to confirm your PIN number and the new details will then be uploaded to the system.

Q – I still need some help, who can I contact?

A – No problem, you can call our customer service team on 0844 800 44 11 (8am until 6pm, Monday to Friday) or e-mail m-ticket@arriva.co.uk . Alternatively, if your query is more technical, then text ‘Arriva’ to 82500, and we will call you back.

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