If you're trying to load your product and it didn't load we would advise you to:

  • Check your phone's connectivity.
  • Ensure you are running the latest version of the TravelMaster Download App.
  • Check the payment went through.
  • Force stop and re-open the App.
  • Restart your device.


If you are still unable to read your card 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 load
  • A screenshot of any error messages which are appearing 
  • Make & model of device the TravelMaster Download App is being used with (for example, Android or iPhone) 


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