Smartcard - the key
Season tickets for the Snowhill lines
What is ITSO Smartcard Ticketing?
ITSO smartcard ticketing is an electronic system which makes ticket purchase easier, quicker and hassle free. Instead of magnetically encoded, paper based tickets which must be thrown away when they expire, ITSO smartcards can be reloaded again and again. London Midland's ITSO smartcard is called the key. The key will enable customers to:
- purchase online and collect at stations in a one-touch transaction
- purchase ticket products at self-service machines quicker and much easier in the future
- secure products, which can be quickly cancelled if lost or stole
- enjoy faster journey time through ticket barrier gates
- experience fewer season ticket replacements, through the added robustness of smartcards
How does it work?
You can purchase tickets for your smartcard online. Once you have confirmed the ticket you need, you will be asked where you would like to load your smartcard ticket. When you get to your nominated collection station, look for the yellow smartcard readers or the Automatic Ticket Gates.
The smartcard readers are upright posts with yellow readers fixed onto them. Customers holding the key smartcard should use these readers to ‘touch in’ and ‘touch out’ when they enter or exit the station. To load a ticket which has been purchased online, simply touch the key smartcard on the reader and hold for approximately 3 seconds.
At stations with Automatic Ticket Gates, customers should touch the key on the smartcard reader located on top of the gateline walkways. You do not need to take your smartcard out of its wallet to do this. This is also how you enter and exit the station using the key.
You won’t be able to get an ITSO Smartcard from a station ticket office, or buy smartcard tickets at the ticket office window. Smartcards can only be applied for online.
How do I get the key?
Once you have registered, your smartcard will be posted out to your nominated address.
Where can I use the key?
When will my local station become part of the scheme?
Where on the website do I purchase tickets for my smartcard?
Is it the same as Oyster?
Will season ticket holders need a photocard?
Existing season ticket holders can continue to use their paper based photocard;
Alternatively, customers holding a valid photo based UK Driving Licence can use this as their Photo ID; or
NUS Student ID or other nationally recognised photo ID cards can also be used.
What kind of tickets are available?
How do I load tickets onto the key?
How do I purchase a ticket online, how does it get onto my smartcard?
Collecting the smartcard ticket
- When you get to your nominated collection station, look for the yellow smartcard reader.The smartcard readers are upright posts with a reader fixed onto them.
- Simply touch the key on the smartcard reader’s target. The ticket purchased online will be automatically loaded onto the smartcard and a confirmation message will be displayed on the screen, together with a green light and an audible confirmation tone.
At stations with Automatic Ticket Gates the only way of getting onto the platforms with a smartcard is to touch it on the yellow target on top of the gateline posts. Simply touch the key on the target in the same way as you would do if you were entering the platforms.
How do I use the smartcard readers?
Simply hold your card against the target and wait for audio and visual confirmation of a successful ‘touch in’, ‘touch out’ or ticket collection. You don’t have to take it out of your wallet as the target is contactless and can read cards through wallets. The smartcard reader will provide audio and visual confirmation as follows:
- audio - clearly audible 'beep' will sound
- visual - a green or yellow LED will briefly light up
- visual - a confirmation message on screen will be displayed
If the validation is unsuccessful, audio and visual indication will also be provided, with a red LED lighting up instead and a message on screen displayed, explaining why the validation has failed.
If this happens, and you require assistance please call the key helpline on 0344 811 0133 (or 0121 634 2040 from a mobile) and select Option 3, or contact the smartcard team directly:firstname.lastname@example.org
My station has ticket gates, but no smartcard reader
If I forget to ‘touch in’ or ‘touch out’ will I get a Penalty Fare?
How will my smartcard be used during the journey?
My smartcard has stopped working
Station and on board staff will be able to assist in the first instance if your card stops working. London Midland also has a dedicated support service should you require more detailed assistance:
by email: email@example.com
by phone: 0344 811 0133 or 0121 634 2040 via a mobile (option 3)
My smartcard has been stolen / lost
I have an ITSO smartcard which was not issued by London Midland and it has stopped working
How do I get compensation when there is disruption to my journey (Delay Repay)?
You can apply by completing our online Delay Repay form. Alternatively you can print out a paper version of Delay Repay here, this form is also available from London Midland booking offices. Where prompted to upload a copy of your ticket, please upload an image of the front of your smartcard, showing your name and the 18 digit card number.