When you make a payment online or over the phone you'll be advised straight away if your payment has been successful and we'll instantly provide you with a reference number/authorisation code. 

If your payment is declined, we recommend you check the details you entered and try again. Also, check that your credit/debit card has not expired or been replaced. If you are making a payment online and you have previously saved your card details, please check that your card has not expired or been replaced before you select it to make a payment. If it has expired, or been replaced, please delete the out of date card and select ‘Use a different card’. 

If the payment is still declined by your credit/debit card issuer you will need to contact them for more information. 

If you still have an enquiry about a payment, please raise a support ticket and one of our technical support team will help you through this process. 

To help us with your enquiry please include:

  • Times/dates
  • Any transaction references 
  • Your Smartcard number 
  • The product you are trying to purchase
  • The web browser you are attempting to purchase through

If you'd prefer to speak to someone to register your card, or would like to discuss anything else about setting it up, we’re here to help. Call our Pass Hotline on 0114 478 2266.

When you purchase a product through the TravelMaster website (retail.sytravelmaster.com) you will need a valid Debit or Credit Card. 






American Express