24 April 2025 • 2 min read
Due to essential upgrades and maintenance taking place on the national ticketing system, known as the Transaction Management System (TMS), c2c customers will not be able to fulfil any Smart ticket purchases made via our website or app between the hours of approximately 04:00 and 16:00 on Wednesday 30 April. Smart tickets purchased in-station or at ticket vending machines will not be affected.
We are advising those planning to travel during the morning of 30 April to make their bookings by Tuesday 29 April at the latest.
FAQs
Will this affect existing tickets?
No. If you have a ticket already loaded onto your Smartcard (whether that’s a Season ticket, Flexi-season or a daily ticket) you will not be affected and your Smartcard will continue to function.
Does this affect other ticket types?
No, e-ticket, paper ticket and pay as you go with contactless tickets are unaffected and will continue to be available for purchase and use throughout the maintenance period.
What are my options if this affects me?
There are a number of alternative actions you can take, including:
- Purchasing your ticket ahead of time and loading it to your Smartcard before the morning of 30 April
- Travelling using an alternative fulfilment method such as e-ticket or printed ticket
- Purchasing your ticket at one of our ticket vending machines or ticket offices
- Travelling using pay as you go with contactless
What can I do if I accidentally purchase a Smartcard ticket during this time?
If you have purchased a ticket and been unable to load it to your Smartcard and therefore been unable to travel, you will need to contact our customer relations team.
Will any other systems be affected?
You will not be able to order or request a new Smartcard for the duration of this outage, nor will you be able to report a lost/stolen Smartcard.
Why is this update happening?
Your c2c Smartcard is part of a nationwide program of digital ticketing which requires updates and patches as the train ticketing system changes. This is managed by ITSO Ltd and ensures that your train tickets will always work without any problems.