Problems using ENTCS passes outside of the city

A number of customers have recently experienced problems using Senior and Mobility Citycards outside the Nottingham City area. Below is information about the potential causes of this issue and information for customers who have experienced this problem.

What causes this issue?
There are a couple of potential issues that can cause this problem.

  1. All ENTCS passes are encoded with a product that allows them to be read on suitably equipped ticket machines across the England. This is called an ITSO product. If the pass is presented to a ticket machine that is smart but is not ITSO compliant the card will not function.
  2. There can be problems in the way bus operators have their ITSO ticket machines configured, this can result in the pass being rejected.
  3. The pass itself can be faulty or incorrectly encoded, this can also result in the pass being rejected.

What to do if you have experienced this problem
It is important that in each case we establish the exact cause of the fault so that we can provide an appropriate solution for each customer. If you have experienced a problem using you pass outside the Nottingham City Area on operators other than Nottingham City Transport (NCT), Tram (NET) and trent barton you should get in touch with us and provide the following information.

  • The date and time you attempted to use your pass
  • The company which operates the service (e.g stagecoach, Doyles etc)
  • Where you got onto the bus
  • Where you intended to get off the buss
  • Your Citycard number, this is the long number printed on the front of your card

Customers should note than even if a pass fails to read the bus operator should still accept their pass as it is still valid for travel. We have spoken direct to Stagecoach who operates services in the areas that have initially reported problems and they have confirmed they will still honour passes that fail to read.

How to get in touch with us
You can get in touch with us in the following ways:

By email: [email protected]
Via our website by clicking here
By post: Citycard, PO Box 10096, Nottingham, NG2 9ND
By telephone: 0115 876 2700

What happens next?
We’ll investigate each case individually and be reply directly to customers as soon as possible with a solution appropriate to their problem.