There are three main reasons why a Smartcard will not scan. 

Either: 

  • The product has expired.
  • There is no product loaded to the Smartcard.
  • The Smartcard has been damaged. 


To investigate which it is, please take your Smartcard to a Customer Service Desk at an Interchange in South Yorkshire. If there is no valid product on the card – simply purchase a new product. 


Smartcards have been rigorously tested to last five years, however, if the Smartcard has failed through technical failure or accidental damage, then a replacement may be provided. To apply for a replacement, please take your Smartcard and proof of purchase to a Customer Service Desk at an Interchange. Please note:

  • There are no refunds available for damaged products / Smartcards.
  • Per our Terms & Conditions, replacements are provided at our sole discretion and we have the right to refuse to  provide a replacement for any reason.


Please note: If you believe that there should be a valid product on the card, please raise a support ticket and one of our technical support team will help investigate further.


To help us with your enquiry please include:

  • Times/dates 
  • Any transaction references 
  • Your Smartcard number 
  • The product you are trying to load


If you'd prefer to speak to someone, we’re here to help. Call our Pass Hotline on 0114 22 11 444.