Do I need to use the same device or card to tap on and tap off?

A.  Yes, you need to use the same device when you tap on and off.  If you don't use the same device or card, you'll get incomplete journey charges. 

Example 1
Charlie gets on the bus and uses their smartwatch to tap on and then, uses the same smartwatch to tap off before getting off. Charlie will be charged the correct daily or weekly cap for the journey and won't receive any incomplete journey charges.

Example 2
Sam gets on the bus, and uses a debit card to tap on and then uses their phone which is linked to the same debit card to tap off before getting off. The system doesn't recognise these as the same payment method, even though they are linked to the same bank details. So Sam will be charged a £20 incomplete journey charge (£10 charge per device).

Please remember to use the same device to tap on and tap off and ensure you have enough charge on your phone if you are using mobile payments.