This happens most often when a new customer hasn’t put the Smartcard on the Smartcard reader at the end of the transaction. If the smartcard is not presented, the transaction times out and is cancelled. In the vast majority of instances with card payments, this will have occured 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 (

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.