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Knowledge base
Mobile Ticketing
Ticket Sales
12
Add or edit Ticket Coverage/Zones
Featured Tickets (Formerly Root Level Tickets)
Fixed date tickets
How long do users have to activate a ticket?
How To Limit The Total Number of Sales of a Fixed Date Ticket
View all 12
Ticket Gifting
2
Refunding a ticket which has been gifted
Step by step guide to gifting a ticket
Using Active Tickets on Vehicles
3
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?
Activating Tickets
2
What happens to tickets when the clocks change?
Flexible tickets and activation schedules (e.g. off-peak)
Refunds and Disputes
2
Managing disputed payments
Refunding a payment
Purchasing Tickets
5
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
2
How do I create a revenue report?
What is the ticket "Reference"?
Discount Codes
1
How do I create a discount code?
Mobile Apps
FAQ
3
How do I update app terms and conditions?
What are iOS Extensions?
What are the supported mobile operating systems for my mobile app?
Demo Apps
2
How do I buy tickets in a test build?
Demo Apps, Apple Pay, Google Pay and Pass Suppression
Analytics
1
How do I access app download statistics and usage metrics?
Payments
0
General
FAQ
3
How do I complete my PCI validation documents?
How do I escalate customer app issues to the Passenger team?
What is Passenger Academy?
Web Apps
FAQ
3
Supported Web Browsers
Managing website DNS with Cloudflare
How do I trigger Google Tag Manager when the user has consented to cookies?
Customers
Customer Accounts
8
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?
View all 8
Content Authoring
FAQ
14
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?
View all 14
Passenger Cloud
FAQ
3
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?
Staff Roles and Passenger Academy
FAQ
2
Requesting Passenger Cloud Access for New Staff
Staff Roles on Passenger Cloud
Travel Portal
FAQ
2
How to invite users to manage business accounts
Switching between business accounts in the Travel Portal
Scheduled Network Data
TransXChange guide
8
Introduction to TransXChange
Producing TransXChange Datasets
Supported & Unsupported TransXChange
External Identifiers
Validating TransXChange
View all 8
Managing lines
6
Introduction to managing lines
Populating line description and detail
The line list
Making line colours accessible
Linked lines
View all 6
Managing stop data
3
Introduction to managing stop data
How stops are imported
Updating NaPTAN
Managing journey data
11
Introduction to managing journey data
Operating Profiles
Serviced Organisations
Holidays
Days of Non Operation
View all 11
Managing journey cancellations
3
Introduction to managing journey cancellations
Guide to cancelling journeys
Cancelled Journeys & Changing Datasets
Managing disruptions
3
Introduction to managing disruptions
Alert types
Causes and Effects
Managing operator code migrations
3
Introduction to managing operator code migrations
Operators within Passenger
Migration to your national operator code
Network Changes
1
Planned Network Changes
Real-time Information
Managing departure boards
4
Introduction to managing departure boards
Destination names
Cancellations
Definitions
Managing real-time vehicle data
5
Introduction to managing real-time vehicle data
Managing vehicles
How vehicle data is displayed in Passenger
Managing vehicle monitoring subscriptions
Managing vehicle activity
OpenStreetMap
Editing OpenStreetMap
3
Introduction to Editing OpenStreetMap
Contributing to OpenStreetMap
Importing updates to OSM
Location search
3
Introduction
Dataset Stops
Open Street Map
Improving journey plans
4
Introduction to Improving Journey Plans
Identifying schedule issues
Identifying routing issues
How we handle inconsistent tagging
Verifications
Ticket Verification
5
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?
Fares in Journey Planner
On-Bus Fares (NeTEx fares) in Journey Planner
5
Introduction to On-Bus fares in Journey Planner
Uploading On-Bus Fare Products in Journey Planner
Managing On-Bus Fare Products in Journey Planner
Previewing Fare Datasets in Journey Planner
Publishing Fare Datasets in Journey Planner
Mobile Tickets in Journey Planner
5
Introduction to Mobile Tickets in Journey Planner
Ticket Coverages in Journey Planner
Excluding Lines or Operators from a Ticket Coverage
Removing Mobile Tickets from Journey Planner
Previewing Mobile Tickets in Journey Planner
