Passenger Knowledge Base
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New support ticket
Check ticket status
0330 460 9998
Add or edit Ticket Coverage/Zones
Featured Tickets (Formerly Root Level Tickets)
Fixed date tickets
How long do users have to activate a ticket?
Managing purchases through web guest checkout
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Refunding a ticket which has been gifted
Step by step guide to gifting a ticket
Using Active Tickets on Vehicles
What to do when the ETM QR system fails
Can a customer use a mobile ticket without internet connection?
What should I do if the app says "Ticket unavailable" or shows the wrong countdown?
What happens to tickets when the clocks change?
Flexible tickets and activation schedules (e.g. off-peak)
Refunds and Disputes
Fraudulent use; 'Card testing'
Managing disputed payments
Refunding a payment
How can customers manage their payment methods/cards in the app?
How can I locate a missing ticket?
How can I resend a payment receipt?
Why customers appear to be charged when their payments are not successful
Why is a customer's payment not being accepted or card not being added to an account?
Accounting and Revenue
How do I create a revenue report?
What is the ticket "Reference"?
How do I create a discount code?
Discount codes FAQs
How do I update app terms and conditions?
What are iOS Extensions?
What are the supported mobile devices for my mobile app?
How do I buy tickets in a test build?
Demo Apps, Apple Pay, Google Pay and Pass Suppression
How do I access app download statistics and usage metrics?
Help Desk opening hours this Christmas
How do I complete my PCI validation documents?
How do I escalate customer app issues to the Passenger team?
Supported Web Browsers
Managing website DNS with Cloudflare
How do I trigger Google Tag Manager when the user has consented to cookies?
How do I change a customer's email address?
How do I deactivate Login Lock on a user account?
How do I delete a customer account?
How do I reset a customer's password?
How does Login Lock (formerly user banning) work?
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Best practice for web address URLs
How do I add links that can jump to elsewhere in a page?
How do I add Related Content to the Service Listings page?
How do I make my website content accessible?
How do I make the most of Reward content?
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How long does it take for changes made in Passenger Cloud to appear in websites & mobile apps?
What are the Passenger Cloud administrator account types?
Where can I get good photography and illustrations?
How to invite users to manage business accounts
Switching between business accounts in the Travel Portal
Scheduled Network Data
Introduction to TransXChange
Producing TransXChange Datasets
Supported & Unsupported TransXChange
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Introduction to managing lines
Populating line description and detail
The line list
Making line colours accessible
Managing stop data
Introduction to managing stop data
How stops are imported
Managing journey data
Introduction to managing journey data
Days of Non Operation
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Managing journey cancellations
Introduction to managing journey cancellations
Guide to cancelling journeys
Cancelled Journeys & Changing Datasets
Introduction to managing disruptions
Causes and Effects
Managing operator code migrations
Introduction to managing operator code migrations
Operators within Passenger
Migration to your national operator code
Planned Network Changes
Managing departure boards
Introduction to managing departure boards
Managing real-time vehicle data
Introduction to managing real-time vehicle data
How vehicle data is displayed in Passenger
Managing vehicle monitoring subscriptions
Managing vehicle activity
Introduction to Editing OpenStreetMap
Contributing to OpenStreetMap
Importing updates to OSM
Open Street Map
Improving journey plans
Introduction to Improving Journey Plans
Identifying schedule issues
Identifying routing issues
How we handle inconsistent tagging
How do I verify a student or child account?
How does a customer re-upload/change a selfie?
How should tickets be verified by drivers/inspectors?
Verification locations and requirements
What happens if the customer's ticket is displaying the wrong boarding code?