When purchasing a ticket at a Ticket Machine at an Interchange in South Yorkshire, the Smartcard must be placed against the Smartcard Reader at the end of the transaction for the ticket to load and be available to use. In all instances we advise for customers to follow the instructions provided by the Ticket Machine. 

If the Smartcard is not presented, the ticket will not be loaded and the transaction times out and is cancelled. In the vast majority of instances with card payments, this will have occurred before we have received your money.

In all instances, please visit a Customer Service Desk at the earliest convenience. They will be able to check if we have taken the money or not. Customer Service Desks are situated at Interchanges across South Yorkshire.

On the rare occasions that the money has been received – apply for a refund, either by letter (TravelMaster, 11 Broad Street West, Sheffield, S1 2BQ) or by email (enquiries@sytravelmaster.com).

If the money has not been received – this means that the money will have been removed by your card company pending the payment. It should be returned automatically. Please contact your bank to find out what their Service Level Agreement is for returning such funds. As we have not received any money, there is nothing we can do at this point.