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Frequently Asked Questions

What's the difference between a Pay-As-You-Go (PAYG) card and a Season card?

Pay-As-You-Go (PAYG) is usually a better fit if you travel occasionally or don't do the same journey all the time. Season cards are designed for the regular traveller, using buses and trams more than three times a week.

Adult PAYG cards are bought and topped up from the on-street ticket machines near your bus stops, so no need to come into the travel centre at Victoria Bus Station (located at the rear of Victoria Shopping Centre).

Season cards and U19 cards initially need to be bought from our travel centre in Victoria bus station, but once you have one, you can check your balance of days left or top-up your card from any of the on-street ticket machines. To find your nearest ticket machine, please see the map on our top-up page

What if I don't want my Robin Hood card anymore?

If you have a card that you don't want anymore and it has balance remaining, you can get a refund by bringing the card to our travel centre at Victoria Bus Station. We will refund the balance remaining less a £3 administration fee.

Refunds are not available unless you have registered your card with us (Season cards are already registered). You can register your card here. Your card must be registered at least 24 hours before you report it lost or stolen to qualify for a refund.

Only the person who registered the card can get the refund.

Do all buses accept Pay-As-You-Go (PAYG) cards?

Unfortunately not, the technology needed to accept PAYG cards is not universally accepted yet. Currently, the main bus and tram operators that accept PAYG are NCT, trentbarton, NET tram, Kinch and Nottingham Community Transport. We are working with the remaining operators who can't accept PAYG to try and align their systems so they can accept PAYG. For more information about the boundaries and participating operators please see the where can I use it page.

How do I know how much money or how many days are left on my card?

You can check the balance on your card:

  • On the reader on the bus or tram stop
  • At any of the on-street ticket machines
  • Using the Robin Hood app (Android for PAYG). 

For Android users, turn on NFC on your phone. Hold your Robin Hood Pay As You Go card to the reader in your phone and select the ‘Purses’ tab at the top of the screen and you’ll see your balance displayed.

How do I get a Robin Hood Student Season card?

You will need to pop into the Travel Centre in the Victoria Bus Station to get your card. Please bring with you a valid University or College photo ID which shows a course expiry date. We do not accept NUS Extra or Totum Cards.

How do I get an Under 19 PAYG or Season card?

Pop into our travel Centre in the Victoria Bus Station, you will need to have your photo taken so the cardholder will need to be present, please bring with you proof of age. Your card will expire the day before your 19th birthday.

Can I pay for my travel by Direct Debit (DD)?

Yes, Adults and Under 19s can pay by Direct Debit for Season Tickets. You will need to pop into our travel centre in the Victoria bus station to complete the Direct Debit Mandate form, where you will need to provide bank details.

My card has stopped working on the bus, what do I do?

If there was several beeps and a red error message that came up on the screen when you presented your card you may not have enough funds left on your card for travel. Firstly, check you have enough balance left on your card, the on-street ticket machines will let you know what balance you have left. If you have enough balance left and your card still isn’t working, please contact us by popping into the Travel Centre in Victoria Bus Station and we will try to resolve your problem.

If you card did not react at all with the reader when you boarded the bus, your card may be faulty, please contact us by popping into the Travel Centre in Victoria Bus Station and we will try to resolve your problem.

Is your card registered with us? If it isn’t registered we will need to check the ownership of the card by matching with your bank card for previous travel card transactions. A replacement card may be provided and any funds remaining on the card added later once verification and admin fees have been taken.

When using the on-street ticket machine to top up my card, it seems that my payment failed what do I do?

Occasionally one of our on-street machines may not be able to take your payment. There could be a number of reasons for this but don’t worry, if the payment fails we haven’t taken any money. You can try another machine to buy your top up. If you are able to let us know which machine, you had a problem with (street or bus stop name) we can get someone out to check it email [email protected]

 

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