How can we help?
Top FAQs
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How do I load my ticket onto my Smartcard?
Load your ticket easily in the c2c app
It’s easy to load your ticket directly onto your Smartcard using the c2c Train Travel app. You’ll then be ready to travel contact-free straight away.
Load your ticket at the station
If you’ve bought your ticket online and not loaded it onto your Smartcard with the app, you’ll need to allow two hours for your ticket to be ready to activate at the station gates. Hold your Smartcard on the card reader for a few seconds until the light goes green.
Alternatively, if you need to travel in less than two hours from buying online you can use one of the ticket vending machines at the station to load your ticket before you tap in at the gates.
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Can I use my Smartcard on the underground?
Yes, if you have a ticket with a London zones Travelcard loaded on your Smartcard, then you can tap in and out at TfL’s Oyster card readers and ticket gates, at Overground stations, and on London buses. Want to know how to add a Travelcard to your ticket when buying tickets? Find out here: Adding a Travelcard
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Switching monthly or longer paper season tickets onto Smart
If you travel with us from outside Oyster/Contactless area then it’s worth switching your monthly (or longer) paper season ticket to a Smartcard. You don’t have to wait to renew. Follow this easy step-by-step guide:
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Managing your Smartcard in the c2c Train Travel app
You can buy tickets directly to your Smartcard in the c2c Train Travel app. Plus you can also view your ticket history, and buy and manage Flexi-Season easily.
Browse by Topics
E-ticket FAQs
Is automatic delay repay available for e-tickets like on Smartcards?
Are e-tickets available on all routes and for all ticket types?
What happens if I forget to scan in or out of a station with my e-ticket?
Smartcard FAQs
How do I clear expired tickets from my Smartcard?
How do I buy tickets onto my Child’s Smartcard?
How do I register for a c2c Smartcard online?
Pay as you go with contactless FAQs
What are the differences between Oyster and pay as you go with contactless?
What is pay as you go with contactless?
Flexi Season FAQs
What is a Flexi season ticket?
Can I buy more than one Flexi Season ticket?
Can I top-up the national Flexi Season ticket?
Students FAQs
Which colleges are in the Smart Student scheme?
I’ve lost my Student Smartcard
My student discount isn’t working
Compensation FAQs
When can I claim compensation for delays to c2c services?
Based on my ticket type, how do you work out the compensation I’ll receive?
Assistance FAQs
How do I apply for a Baby on Board Badge?
What information do I need to provide in order to get a c2c Priority Seat badge?
How do I book assisted travel?
Journey planning FAQs
Where can I check the latest train times?
How will I know if engineering work will affect my travel arrangements?
Where can I see live service information?
Part of my journey is by bus – where will it depart from?
When I perform a timetable or ticket search, why can’t I see all train services for the whole day?
Onboard FAQs
Are e-scooters and similar allowed on c2c trains?
Can I take my pet with me on your services?
