Phase 1 of MultiPass contactless ticketing is now operational with
Safeguard (covering full network in Guildford).
Registered customers benefit from special fares, discounts and cappings.
MultiPass service is provided by TEDIPAY, an innovative company that brings to the market groundbreaking solutions that touch the lives of millions of people like you.
1.1 These Conditions of Use (“Conditions”) apply to you when you are using a contactless payment card to pay as you go on any bus route enabled with such service. These Conditions set out your rights and obligations when using a contactless payment card.
1.2 For the purposes of these Conditions, a contactless payment card is a debit, credit, prepaid or charge card, or sticker that is used to make contactless payments.
1.3 To create a Multipass online account at mymultipass.co.uk you must, inter alia, provide your contactless payment card number, the expiry date and the card security code (CVV).
1.4 An online account shows your detailed journey and payment history for up to 3 months.
1.5 If your personal or card details change after you have created an online account, you must sign in and update them.
1.6 TEDIPAY reserves the right to amend these Conditions at any time.
2. Using your contactless payment card
2.1 You can use your contactless payment card to pay as you go on specific bus routes operated by participating bus operators in the coverage area. The coverage area is described at mymultipass.co.uk.
2.2 It is your responsibility to check the fare for your journey before you travel.
2.3 When you touch your contactless payment card on a Multipass validator, you are giving authorisation for the cost of your journey, including any maximum fares or unpaid fares, to be charged to your card account.
2.4 So that you can check the fare before you travel, full pay as you go fare information is available through participating operators websites (see the “Useful contacts” section). Limited information is also available at bus stations.
2.5 Only one person at a time can use a contactless payment card for travel.
2.6 You must touch your contactless payment card on a Multipass validator at the start and at the end of each journey.
2.7 A blue light on a Multipass validator means that it is ready to check your contactless payment card. If no light is displayed, the validator is not operational. If the validator is not working, you should use other means to pay for your journey.
2.8 A green light, accompanied by a single beep means that your contactless payment card has been accepted for travel. A red light, accompanied by two beeps, means your contactless payment card has been rejected. You must not go further until either your contactless payment card has been accepted for travel or you have paid for your journey by a different means.
2.9 If you do not touch in and touch out correctly, you may be charged a maximum fare. You may also be liable to a penalty fare if applicable to journeys with a given operator – contact your operator for detais (see the “Useful contacts” section).
2.10 You are not allowed to break your journey when using your contactless payment card to pay as you go.
2.11 If you have more than one contactless payment card and wish to get daily or other capping, you must choose which card you wish to use to pay for travel. You should continue to use the same card to pay for any further journeys on the same day and throughout the capping period. You should touch only the card you want to pay with on a Multipass validator.
2.12 If you have created a Multipass online account for your contactless payment card, we can only deal with the named account holder.
2.13 Damaged contactless payment cards may not be accepted.
2.14 You can see a history of your travel with your contactless payment card in your Multipass online account at mymultipass.co.uk.
3. Paying as you go with a contactless payment card
3.1 When you touch your contactless payment card on a Multipass validator, you are authorising TEDIPAY to charge the cost of your journey, including any maximum fares or unpaid fares, to your card account.
3.2 We will charge the fares(s) for the journey(s) to your account after you have completed your journey(s) for that day. The amount charged to your contactless payment card account will be the fare(s) appropriate for the services you actually used and/or any unpaid fares owing and/or any adjustments for the previous days.
3.3 If your card is declined when we submit it for payment, you authorise us to seek to take payment using your card details again on a number of additional occasions until we receive the full payment. We will not seek payment on more than five occasions nor more than once a day nor for longer than 30 days after your payment was declined.
3.4 If you have unpaid fares for previous travel, you will not be permitted to travel using the contactless payment card that has unpaid fares against it until the amount owed has been paid in full.
4. Refunds on contactless payment cards
4.1 If you have used your contactless payment card but have paid more than the advertised pay as you go fare for the journey actually made, we may refund the amount overpaid subject to you having touched in and touched out as required.
4.2 To apply for a refund, after 48 hours and within 2 weeks of making a journey, you should either sign in to your Multipass online account or call Customer Services of the corresponding bus operator –on the numbers they provide (see “Useful contacts” section below). Please check your online account before contacting us as in many instances your refund will have been processed automatically.
You will need to register at mymultipass.co.uk before being able to use your card for travel. The card needs to be contactless. At present, we are only accepting Visa and Mastercard cards. Also, we are currently not accepting Apple Pay, Android Pay and Samsung Pay.
Please check your phone number is entered correctly. The code can take a couple of minutes to arrive. If, after that time, it has still not been received click “Resend the code” on the registration screen.
Please check that the card has not expired and that card details were entered correctly. If you still cannot register your card, it means your bank has declined authorisation of your card – in that case, please contact your bank. You can also try to register with a different card. When travelling, you will need to use the card you registered.
If your card is about to expire soon and you are registered with Multipass, they will send you an email to remind you that your card is due to expire. This is usually done 14 days before the expiry date, with a final reminder on the day the card expires. You will have to register your new card with Multipass. You can only have one registered card.
Please allow ten minutes in case email delivery has been delayed. Also, please check your spam/junk folder for an email from Multipass. If your email has still not arrived, please contact us via email (firstname.lastname@example.org).
When you get on the bus, simply touch your card on validator. Use the card you registered with us. It's important to take your card out of your wallet or purse before you touch in or out, to avoid card clash. (Card clash is when the reader detects more than one card, and it may mean you are charged twice, or that the wrong card is charged.)
We are launching our pilot operations with Safeguard Coaches in Guildford. Please see route list for details.
If you touch in and there is no response from a working validator, your card may be broken. Please contact your card issuer to get a replacement.
To travel with your contactless bank card, you need to touch your card on the Multipass validator when you board the bus, and touch your card on the Multipass validator again when you reach your destination. Check there is a green light, which shows your card has been accepted.
The light on the validator should be blue before a card is touched.
If your card has been registered and has not been blocked, when you touch in with your card there will be a green light and a short single beep – please pass through and enjoy your journey. If your card has not been registered or has subsequently been blocked, the light will turn red with a double beep.
If your card is not accepted when you touch in, you will not be charged and you will have to use another means to pay for your journey. Please check the expiry date on your card and check with your bank as there may be a problem with your card.
Try touching the card again in the centre of the symbol on the validator. If it still does not work, check your card is a contactless card and that it is not damaged. Please contact your bank or card issuer to get a replacement.
That means your card has been added to the hotlist since boarding. You will be charged correctly for the journey made, but you will need to use another means to pay for your next journeys until your card is removed from the hotlist. Please check with your bank as there may be a problem with your card.
After your bank has told you that the issue with your card has been resolved, please send an email to email@example.com. We will notify you via SMS/email to let you know when you can use that card for travel again.
That means the validator is not operational and will not accept any card touches. You will need to use another means to pay for your journey.
If you don’t touch out, you will be charged the maximum fare for bus service you used. If you think there was a mistake, please contact Customer Services forof the bus operator you travelled with. See “Additional Information” section below for operator contact details.
For further support, please contact Customer Service of the bus operator you travelled with.
It's important that you use the same contactless card for all your journeys. Using different cards means that you won't be able to benefit from capping.
Pay as you go with capping means you don't need to decide in advance which ticket would be best for you. It allows you to be flexible with your travel throughout a day or week without needing to buy additional tickets or worrying that you have spent more than you need. Caps are applied automatically at the end of each day where appropriate. You must touch in and out on every journey using the same contactless card. Maximum fares charged for incomplete journeys do not count towards a cap.
MultiPass will automatically calculate the best fare for your journeys, and your card will be charged up to once a day for fares due since your last payment.
Sometimes, a contactless payment card is accepted when you touch in, but the payment is subsequently declined by the bank. This is an unpaid fare. If this happens, your card will be blocked. When an unpaid fare is successfully collected, your card will be removed from the hotlist and you can use it for travel again. Payment could appear on your card statement up to 30 days after you have travelled.
You can see your journey history by logging into your account at mymultipass.co.uk. You can see savings made for multiple journeys, and the amount you will be charged. If you make additional journeys, they will also appear in your account. If you want to see your journeys and charges for another day, please select the required date from the calendar.
Capping is applied to multiple journeys made over a given period of time. You pay for every journey made until you reach the cap limit, then you don’t pay for any additional journeys with that operator on that day. This saves you money. Capping levels are determined by each bus operator individually – please see “Additional Information” section below for further details. If there’s no capping shown, then the capping limit was not reached.
If you believe you were charged incorrectly, please contact Customer Services of for the bus operator you travelled with. See “Additional Information” section below for operator contact details.
Sometimes, we group several charges together.
To ensure all card touches are captured correctly and securely, we use bank-grade technology. This ensures that all journeys are correctly recorded. If you believe you were charged incorrectly, please contact Customer Services for of the bus operator you travelled with.
If your card was lost or stolen, please delete that card from your account and register a new card instead. You will not be liable for journeys made with a lost or stolen card after it was reported to your bank. We will block use of cards which banks advise us as lost or stolen.
Safeguard Customer Services: 01483 561103, firstname.lastname@example.org
You cannot currently get concessionary fares with our contactless travel, but it is something we are working on for the future.
You can see your full journey history and payments made by logging into your account at mymultipass.co.uk. Some operators may instruct drivers to issue a zero value ticket or a receipt as evidence of a contactless payment and for showing to ticket inspectors if asked.