Swift Card, UK: What is it, Where can use, Card Types, How to Top-up, Update, get refund and Claim?

What is Swift Card?

Swift is the smart ticketing scheme to pay for public transport in the West Midlands. You can use the smartcard instead of a paper ticket. You can load season tickets and pay as you go credit onto a Swift card.

Where you can use the Swift Card, UK?

  1. Bus Tickets
  2. Tram Tickets
  3. Car Parking

Types of Swift card

  • Swift photocard: Adult, child, and student season tickets
  • Swift Go: Automatically works on Bus and Tram
  • pay as you go Swift card: Top up and use instead of cash to pay for tickets on buses and trams
  • Child photocard
  • 6-18 photocard
  • Multi-day card

On which Train Stations car parking, you can use Swift Go and pay as you go card?

On which Gym, you can use pay as you go Swift card?

  • You can use your membership card as a pay as you go Swift card on WV Active gym. You can get the card  from the gym when you join.

How you can Top up your Swift card in UK?

You can top up your Swift card through,

  1. Online
  2. TfWM app
  3. Payzone store
  4. Swift kiosk

NOTE: Wolverhampton Travel Centre has closed permanently. You can find other ways to get help and buy tickets.

1. Top-up online

  • Log in to your Swift account
  • Select the card you’d like to add money.
  • Choose the amount you want to add and checkout.
  • To activate the top-up by using either: TfWM app / an on-street Swift collector machine / Swift kiosk.

2. TfWM (formerly Swift) app

You can activate the top-up on your card using Android device and iPhone Apps. After downloaded, just

  • Open the app
  • Select the Swift Collector
  • Hold your Swift card to the back of your phone
  • Follow the on-screen instructions.

Swift collector machine

You can find the Swift collector machines at bus shelters and bus stations. It will take 15 minutes for your payment to be available to activate on the machine. To activate the top-up on your card,

  • Hold your card to the reader or rest it in the metal slot
  • Follow the on-screen instructions

3. Payzone stores and Swift kiosks

You may top up your card in person at,

  1. your nearest Payzone store (click on additional services and look for swift smart ticketing)
  2. Swift kiosk

You can find the Swift kiosks at:

  • Birmingham International Airport
  • Blythe Valley Park, Shirley
  • Coventry bus station
  • Coventry Interchange
  • Dudley bus station
  • Walsall bus station
  • West Bromwich bus station
  • Wolverhampton bus station

How to Auto top-up your Swift card?

If your bank balance drops below £10, your bank card will be automatically charged and your pay-as-you-go Swift card topped up. You need to set up auto top-up in your Swift account and can change your auto top-up amount or cancel it at any time in your Swift account.

Amount to top-up your Swift card: £10, £20, £30, £40

Direct Debit: How to setup, cancel or update in Swift Card, UK?

Direct Debit is an easy, convenient way to buy a ticket. You can get Direct Debit tickets for the bus, train and tram. It takes payments automatically from your bank account on the same day each month. Then your ticket is either loaded to your Swift card or posted to you if you buy a paper ticket.

Live Chat

The live chat button will appear below when this service is available.

Open Hours: Mondays, Tuesdays, Thursdays and Fridays – 8am to 6pm;
Wednesdays – 10am to 6pm; Saturdays – 9am to 1pm; Sundays and Bank Holidays – Closed.

How to apply a New Direct Debit?

You can use “Ticket Finder”, to find and buy Direct Debit tickets.

  1. Visit https://legacy.wmnetwork.co.uk/tickets/#/
  2. Enter the mode of Transport you want (Bus / Train / Tram)
  3. Select your pass type.

Direct Debit Application Form for Adult / Child

You may send the form with a passport sized photo to: Ticketing Delivery Team, 16 Summer Lane, Birmingham, B19 3SD

Adult Direct Debit Application Form

Child Direct Debit Application Form

How to cancel Direct Debit?

Telephone: 0345 303 6760

Open Hours: Monday to Tuesday and Thursday to Friday, 8am – 6pm; Wednesday, 10am – 6pm; Saturday, 9am – 1pm; Sunday, closed

  • You can cancel your Direct Debit for your travel pass within 5 minutes. To cancel you must have your Swift card or paper ticket.
  • If your Swift card begins with 633597 0112, it will be managed by National Express West Midlands.
  • You must’ve Direct Debit reference number. This begins with 6 and is shown next to every payment to WMCA on your bank statement
  • You can only cancel your Direct Debit online if you stop using your travel pass between: 17 June 2023 and 12 August 2023.
  • You need to do this at least 14 days before your next payment is due.

How to get Direct Debit refunds?

If you cancel your Direct Debit before your next payment date, you may be entitled to a refund for any days left. The refund will be send to your original payment method within 28 days.

Direct Debit Refunds

How to Update a Direct Debit?

You can update your bank details by downloading the below form and send it to the below mentioned address.

Address: West Midlands Combined Authority Direct Sales Team, 16
Summer Lane, Birmingham B19 3SD

Direct Debit form for Bank Updation

Form to Update your contact details

How you can manage your Swift Card?

To manage your Swift card, you must register it online. You cannot manage your Direct Debit ticket online.

Benefits of a Registered Swift card:

  1. top up your card
  2. change your personal or payment details
  3. see your payment history
  4. see your journey history
  5. get your credit back if your card is lost or stolen

Register your Swift card

  • If you buy Swift card online: Log in to your account to make any changes.
  • If you buy Swift card from a Payzone store or a travel centre: Create an online account.
  • To Register, you’ll need your Swift card number and postcode.
  • You can also register more than one card on your account just log in to your account and click ‘add a new card’ to your existing account.

How to change your account details?

  1. Log in to your account
  2. Enter your address or personal details
  3. Enter your payment method

How to Check your balance and journey history?

If you want to check how much money you’ve left on your Swift card or see your journey history:

  • Log in to your account
  • Choose the card you want to look at
  • Select ‘Top-up and usage history’  (or)

You can also check your balance using on-street Swift collector machine. Hold your card to the reader and it will display your balance. (or) You can visit a travel centre with your card and ask a member of staff to check your balance for you.

How you change your Ticket Type?

You can block your current Swift card and issue a refund for any remaining travel. It depends on the type of ticket you have and the type you want to change to. Then you can buy new ticket and your new card will be sent within 5 working days.

Address: Customer Services – Ticketing
Transport for West Midlands
Telephone: 0345 303 6760

Opening Hours: Mondays, Tuesdays, Thursdays and Fridays, 8am to 6pm
Wednesdays, 10am to 6pm
Saturdays, 9am to 1pm
Closed Sundays and Bank Holidays

How do I claim a refund on my Swift card, UK?

Reason to get Refund

  1. Train delayed by more than 15 minutes
  2. Don’t need of season ticket anymore
  3. You’ve Swift pay as you go credit you don’t need
  4. Leave your train season ticket at home and have to buy a daily ticket
  5. Swift card is faulty

Reason cannot get a refund for:

  1. Direct Debit tickets – unless your train is delayed
  2. Tickets you’ve bought on the bus, train or tram for travel on the day
  3. Bus or Network season tickets valid for less than 4 weeks
  4. Tickets that are delayed in the post.

***If you bought a season ticket on Direct Debit and don’t need it anymore, you can cancel the Direct Debit online instead of asking for a refund. You need to do this at least 14 days before your next payment is due.

***If your ticket is not a Swift or Network ticket, please contact the operator for a refund.

Bus Operators / Contact Number
Arriva Midlands 0344 800 4411 National Express Coventry 0121 254 7272
Banga Buses 07981 201932 National Express West Midlands 0121 254 7272
Chaserider 01543 758595 Select Bus Services 01785 330764
Coventry Minibuses 07970 638363 Stagecoach Midlands 0114 22 11 282
Diamond Bus 0121 322 2222 The Green Bus 0845 234 2222
Kev’s Cars & Coaches 0121 457 9168 The Green Transport Co 0845 234 2222
Landflight Travel Services 0121 705 5555 Walsall Community Transport 01922 685555
Let’s Go 07545 164579
Train operators
Avanti West Coast 0345 528 0253 London Northwestern Railway 3333110006
Chiltern Railways 0845 600 5165 Transport for Wales 0845 606 1660
Cross Country 0870 010 0084 West Midlands Railway 0333 311 0039
Tram operators
West Midlands Metro 0345 835 8181

***If you bought your ticket through a corporate travel scheme, please contact one of these numbers for help:

  • West Midlands Combined Authority Corporate Travel Scheme: 0345 303 676
  • National Express Corporate Travel Scheme: 0121 254 6363

How to get a refund for a ticket on a Swift card?

If you want to get refund on a Swift ticket, you must register your card online. Please contact Swift Support: 0345 075 6006 to apply for a refund. Refund will be calculated from:

  1. the day you ask for a refund
  2. the last day you use your card

After getting a refund, your Swift card will be blocked and have to get new card if you want to use Swift. To get a refund on multi-day tickets, you must have at least 5-day tickets remaining on the card. There must also be 3 months of validity left on those tickets.

How you can get a refund for a Bus or Network season ticket?

The refund won’t be the exact amount left on your pass. You’ll get 90% of the remaining amount and have to pay a fee of £5.50.

Address: Customer Services – Ticketing
Transport for West Midlands
16 Summer Lane, Birmingham
B19 3SD

Telephone: 0345 303 676

Your ticket must have Valid for at least 28 days and at least 7 days remaining. To get a refund, you must have,

  • payment details
  • original ticket (not a copy)
  • original photocard (not a copy)
  • proof of purchase
  • a covering letter with your name and address

How to get a refund for a delayed train?

Delay Repay is the refund that you get for your train delay. The amount you’ll get depends on:

  • how long your train was delayed for
  • which operator you travelled with

The operators give refunds if you’re delayed for 15 minutes or more:

  1. Avanti West Coast
  2. Transport for Wales
  3. West Midlands Railway

The operators give refunds if you’re delayed for 30 minutes or more:

  1. Chiltern Railways
  2. CrossCountry Trains

How to get a refund for a Train season ticket?

You can get a refund if your ticket is: valid for 7 days and has at least 3 days left on it; valid for longer than 7 days and has at least 7 days left on i.

***If you bought your ticket at the station, you can apply for a refund at the station you bought the ticket from. You have to present,

  • your original ticket
  • your payment details
  • a covering letter with your name and address and send to Freepost: West Midlands Rail Customer Relations (No need a stamp).

***If you bought your ticket online from westmidlandsrailway.co.uk, then log in to your account and follow the instructions.

***If you bought from tfwm.org.uk and have been provided with a rail ticket, please produce the documents and send to the following addess.

  • your original ticket / payment details
  • a cover letter with your name and address send to Customer Services – Ticketing, Transport for West Midlands, 16 Summer Lane, Birmingham, B19 3SD
  • Contact: 0345 303 6760.

***If you have bought a rail season ticket from tfwm.org.uk onto your Swift Card, Swift Support: 0345 075 6006.

How to get refund, if you left your train season ticket at home?

You can get a refund if you forget your season ticket and need to buy a daily ticket for a train journey. You’ve to provide the following details while applying for the refund at the ticket office. You can only get 2 of these refunds per year.

  1. your season ticket
  2. your photocard
  3. the extra ticket you had to buy

Claim compensation if your Swift card is faulty

To get refund for your new ticket and send you a new Swift card in the post.

Email: swiftsupport@tfwm.org.uk

Please include,

  • Your name, email address, Swift card number
  • a summary of what happened and a picture of the receipt for your new ticket.

Is there any problem / complaint with reaching Swift Card, UK Address or Phone number? Please report any issues using the below comment form.

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