Smartcards

How do I order a new Smartcard?

You can order new Smartcards by logging in to your online account or creating a new account if you do not already have one. Within your account, you can navigate to the ‘My Smartcards’ section and then select ‘Request a new Smartcard’. A new Smartcard will then be sent to you via post and is usually received within 5 working days.

How can I load my ticket on to my Smartcard?

If you have chosen to have your ticket delivered by Smartcard, you can upload the ticket on to the Smartcard via various methods but please allow 2 hours from the point of purchase for the ticket to be ready. The different options are:

1 – You can load the ticket via your Chiltern Railways app. When in the Chiltern Railways app, visit ‘account’ from the menu. You will then see ‘NFC Ticket loading’. By clicking this, your phone will show it is ready to scan and at this stage, you can hold your Smartcard to your phone for it to load. Please note, you will need to have NFC reader switched on within your phone settings if this is not already on.

2 – Tickets can be loaded via the ticket barriers at the station you have selected as your collection point during the booking process. By holding your Smartcard on the ticket validator at the barriers for around 5 seconds, this will load any tickets awaiting collection. This will also remove any expired tickets if the card is full.

3 – Tickets can be collected at the ticket vending machines at stations. There is a Smartcard slot on the front of the ticket machine where you will be able to place your Smartcard to load any tickets. This method of collecting should also remove any expired tickets if the card is full.

Can I transfer my tickets from one Smartcard to another?

If you have lost your Smartcard and the tickets loaded on to the lost smartcard were purchased online, you can visit your online account and from the ‘My Smartcards’ section of your online account, find the Smartcard you have lost, select ‘Details’ and then select ‘Replace card’. This will send you a replacement with any online tickets already loaded.

If the tickets loaded on to the Smartcard were purchased from a station, any replacement Smartcard will not be sent with tickets loaded on to them. If the tickets on the lost Smartcard are Season tickets, please visit a Chiltern Railways ticket office where they can provide you with a paper replacement ticket. Once you then have your newSmartcard, you can take the Smartcard and paper ticket to the ticket office to have the ticket transferred on to a Smartcard.

Can I put my paper ticket on to a Smartcard?

Once you have a Smartcard, please take your paper ticket and the Smartcard to a Chiltern Railways ticket office where they will carry out a smart swap, transferring your paper ticket to the Smartcard.

My Smartcard is lost / damaged. What can I do?

If you have lost your Smartcard or it is damaged and the tickets loaded on to the lost smartcard were purchased online, you can visit your online account and from the ‘My Smartcards’ section of your online account, find the Smartcard you have lost, select ‘Details’ and then select ‘Replace card’. This will send you a replacement with any online tickets already loaded.

If the tickets loaded on to the Smartcard were purchased from a station, any replacement Smartcard will not be sent with tickets loaded on to them. If the tickets on the lost Smartcard are Season tickets, please visit a Chiltern Railways ticket office where they can provide you with a paper replacement ticket. Once you then have your newSmartcard, you can take the Smartcard and paper ticket to the ticket office to have the ticket transferred on to a Smartcard.

Can I order a Smartcard for my child?

Yes, you can order a Smartcard for your child through your online account under the ‘My Smartcards’ section. You will have the option to label smartcards so you can easily establish which Smartcard belongs to which person.