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FAQ

Troubleshooting the get me there website

I'm having problems buying tickets or travelcards online.

Please call our Customer Services team on 03000 035 035, ideally have any error messages handy.

I'm having problems linking an igo card, Our Pass or a TfGM concessionary card to my account.

You will need to have the card number and, as part of adding a card to your account, you will be asked to verify the cardholder's surname, date of birth and postcode. You should also check that the card is not linked to any other account, as each card can only be linked to one get me there online account.

I've bought a ticket or travelcard for my child's igo card, how do they use it?

Your child should touch-in at a smart reader with their igo card when they are ready to travel, the ticket will be loaded onto their card and their first journey will start. They should only do this when they are ready to travel. If they get a message saying "try again" or "declined" this can usually be resolved by trying again and holding the card to the smart reader a little longer.

My payment card was declined, what should I do?

Please check that you have funds available and that you have entered your long card number and card expiry date correctly. Please ensure that the address on your account matches the billing address of your card, and you have entered your CVV number (the three digit code from the back of a Visa or Mastercard or the 4 digit code from the front of your Amex card). If you continue to experience problems, please get in touch with customer services on 03000 035 035.

I've forgotten my password.

You can reset your password by clicking the 'Forgotten your password?' link on the 'Sign in' screen. You will then need to enter your email address and a link will be sent to you with an automatically-generated password. You'll need to use this to sign in but, once you have done so, you can change it to something more memorable under the 'Your details' section. It is important that you do this for security reasons.

I can't access my email and I can't remember my password.

Get in touch with get me there Customer Services on 03000 035 035.

I bought a ticket or travelcard online and now I can't load it at the smart reader, what should I do?

This is almost always caused by touching the card against the reader too quickly, please try again and hold the card against the smart reader for at least a count of three. If this does not resolve the problem, please get in touch with Customer Services on 03000 035 035.

How can I change my account details?

You can change many of your account details online; however, if you need to change your name, date of birth, gender or your address (if your card requires you to live within Greater Manchester) you will need to contact Customer Services on 03000 035 035 or visit a TfGM Travelshop.

What does the status next to my ticket or travelcard mean?

The status indicates where we are up to in processing your ticket or travelcard. It will change as your ticket or travelcard becomes ready for collection.

Waiting to be sent - means that our central systems are processing your ticket or travelcards ready to send to the smart readers.

On its way - your ticket or travelcard is on its way to the smart readers.

Ready to load at a smart reader - your ticket or travelcard is ready to be collected the next time you touch in to travel on Metrolink - remember that you don't need to make a separate trip to collect your ticket or travelcard, simply touch in when you are ready to start your journey.

Active - your ticket or travelcard has been collected and is now on your get me there card ready to use.

Blocked - your card has been reported lost, stolen or damaged and your ticket or travelcard has been blocked for further use; this also applies to an annual product which has been refunded.

Expired - your ticket or travelcard has run out.

Troubleshooting my smart card

My card has been lost stolen or damaged, what should I do?

You should report your card as lost, stolen or damaged either by logging into your account or by phoning get me there customer services on 03000 035035. They will arrange for a replacement card to be sent to your home address.

If you had a 28-day or annual product on your card, with more than 7 days left before it expires, this will be made available for collection on your new card. Please note that you will have to collect this product from a Metrolink smart reader. This applies even if the product is for bus.

Staff at TfGM Travelshops can also request a replacement card for you but please note that, in order for your replacement card to be loaded with eligible replacement tickets and travelcards, it must be sent to your home address. A card issued to you in the shop will not have replacement products available to it.

My get me there card hasn't arrived.

Your get me there card should arrive within 5-7 working days of your application. If it hasn't arrived within that time, please call  get me there Customer Services on 03000 035 035 or pop into your nearest TfGM Travelshop.

My smart card works sometimes but not others, what should I do?

Usually, if your card is damaged it won't work anywhere. It is possible that you might have the odd problem with a bus ticket machine or smart reader that isn't working properly. On Metrolink, we recommend that you try to touch in on a different smart reader.

There can be a bit of a knack to touching in and out on Metrolink, make sure that you touch your card against the touch plate of the smart reader and not the screen. The reader takes a split second to register your card and you should be aware that you need to touch the card to the touch plate below the screen and leave it there until the lights on the smart reader go green. Usually your card is read in less than half a second but, if you have a number of updates, it can take a little longer. If you are still having problems, please call into a TfGM Travelshop or call our Customer Services team on 03000 035 035.

How do I know what products are on my smart card?

You can see what products are on your smart card online or our Travelshop staff can print this out for you.

More information about smart cards, tickets and travelcards

I want a refund of my travelcard.

get me there  annual travelcards are refundable; please call our Customer Services team on 03000 035 035 or visit a Travelshop for more details. Other get me there tickets and travelcards aren't refundable, including if your smart card is lost, stolen or damaged, although in some cases we can replace these for you.

How do I apply for a get me there corporate card?

If your employer is part of the TfGM Corporate scheme, you will need to obtain a get me there corporate application form from your employer. Once you have this you will need to scan it as part of your application. You will also need to upload a photo as part of your application process.

I want to buy a season ticket through Abellio, which smartcard do I need?

When you apply for your season ticket through the Abellio portal, we will automatically issue you with a corporate smartcard.

I've bought a ticket or travelcard and I don't need it - what do I do?

If you have bought an annual ticket or travelcard you can request a refund by speaking to our Customer Service team on 03000 035 035 or by visiting a TfGM Travelshop. Other tickets are non-refundable.

Travelling on Metrolink with a smart card

Can I use my get me there card on Metrolink?

You can use your get me there card to buy and load a range of tickets and travelcards for use on Metrolink and for combined tram & bus journeys.

Can I use my igo card on Metrolink?

You can use your igo card to buy and load a range of tickets and travelcards for use on Metrolink and for combined tram & bus journeys.

Can I use Our Pass on Metrolink?

You can use Our Pass card to buy and load a range of tickets and travelcards for use on Metrolink.

Can I use my older person's (ENCTS) pass on Metrolink?

You can pay an annual charge to add tram and train to your TfGM-issued concessionary pass, for unlimited off-peak travel. You can also buy and load a range of tickets and travelcards for use on Metrolink, or on tram and bus, for travel at other times.

Can I use my disabled concessionary (ENCTS) pass on Metrolink?

You can use your disabled concessionary pass to buy and load a range of tickets and travelcards for use on Metrolink at times when you pay for your travel. You can also buy travelcards for combined tram & bus journeys.

Can I cancel my journey once I have touched in?

If you change your mind about travelling you can cancel your journey by touching again at the same smart reader, you must wait 3 minutes to cancel a journey and can only cancel up to 45 minutes after you touch in. If you have successfully cancelled your journey you will see green lights and a message saying "cancelled"

If I change trams as part of my journey do I need to touch out and back in again?

If your entire journey is on Metrolink you should only touch in at the start of your journey and touch out at your final destination. You should not make any additional touches when changing trams.

If I buy a single ticket to supplement my travelcard, do I need to touch out and back in during my journey?

You should touch out at the last stop where one ticket is valid, before touching back in again to activate the next ticket, please note that you will need to wait 3 minutes before touching out and back in, this is designed to prevent customers from accidentally being charged twice in future phases of get me there.

If I change from Metrolink to bus or bus to Metrolink should I touch out and back in?

You should touch when you change to another type of transport, going from bus to tram you don't need to touch out (you never touch out on bus) but do have to touch in on the tram. Going from tram to bus you should touch out to complete your Metrolink journey and touch in when boarding the bus.

I tried to touch in at the smart reader and I get a message saying "declined" what should I do?

The smart reader has not found a valid ticket for your journey. Please make sure that your ticket is due to start on the day that you are travelling and that it has not expired. Please be aware that you cannot touch in during the peak with an off-peak ticket and that you must touch in at either your specified stops or a stop which lies on a direct route between these.

I tried to touch in at the smart reader and I get a message saying "already used" what should I do?

The smart reader has read your card in the previous three minutes. This may be because you have touched twice by accident, or because you are trying to cancel a journey within three minutes of touching in. This can also happen occasionally when switching between tram and bus.

I tried to touch in at the smart reader and I get a message saying "multiple cards" what should I do?

Please ensure that the card is on its own. Other smart cards, phones, contactless bank cards and building entry cards can all interfere with the smart reader.

Can I buy tickets and travelcards at an on-stop ticket machine?

We're working hard to bring this to you as soon as possible. In the meantime you can buy tickets in advance online or on the day at a TfGM Travelshop and our on-stop ticket machines still sell paper tickets.

Transport Partners

Who are our transport partners?

Our current transport partners are:

  • Greater Manchester Travelcards Limited (GMTL);

     

  • Operators of bus services within Greater Manchester that accept get me there cards;

     

  • Keolis Amey Metrolink Limited (or the operator of TfGM's Metrolink tram network from time to time) (KAM);

     

  • Arriva Rail North Limited (or the operator of the ‘Northern' rail franchise from time to time) (Arriva);

     

  • First Transpennine Express Limited (or the operator of the 'TransPennine Express' rail franchise from time to time) (TPE); and Transport for the North (TfN).

     

Please also note that 'get me there' is a trading name of Transport for Greater Manchester (TfGM), so you may also receive emails from TfGM concerning operational and (if you opt in to receiving marketing emails from get me there and our transport partners) marketing matters connected to get me there.

The exact identities of our transport partners will change over time. Generally, our transport partners will be the entities referred to above, plus operators of bus, rail and tram services in Greater Manchester.

GMTL

GMTL is the company behind the System One brand and range of travel products, and behind the multi-operator/multimodal tickets (Travelcards) which can be loaded onto TfGM smart cards. GMTL is a joint venture company, of which we are part, which is also helping to facilitate multi-operator and multimodal ticketing on public transport in Greater Manchester.

We sell Travelcards as an agent of GMTL. If you choose to provide us with personal data when you obtain your TfGM smart card, and you subsequently buy a Travelcard that is loaded on to your TfGM smart card, we will share your personal data that relates to the Travelcards you buy with GMTL to allow them to administer the sales of Travelcards; and if you opt-in to receiving marketing emails from get me there and our transport partners, we will share your personal data with GMTL for marketing purposes.

Bus Operators

The current list of bus operators that accept get me there cards can be found here: http://getmethere.co.uk/help.php#a-busoperator

KAM

KAM is the current operator of TfGM's Metrolink tram network. For more details about Metrolink, please visit: http://www.metrolink.co.uk/Pages/default.aspx

Arriva

Arriva is the current franchisee of the 'Northern' rail franchise. For more details about Arriva, please visit: https://www.northernrailway.co.uk/

TPE

TPE is the current franchisee of the 'TransPennine Express' rail franchise. For more details about TPE, please visit:  http://www.tpexpress.co.uk

TfN

TfN is a strategic transport body, responsible for driving forward investment and growth in transport infrastructure in the North of England. For more details about TfN, please visit: http://transportforthenorth.com

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