Can I have information about Touch Smartcards?
Our 'touch' smartcard is available for Season Tickets on most of our network and offers a quick and easy way to store your train tickets. We have a dedicated webpage
about the ‘touch’ smartcard telling you how to get your free smartcard and a helpful guide on how to use it.
How do I get a new touch smartcard?
We have got two options for you to get a Smartcard
1. Online: You’ll need to set up an account on GWR.com. When you’ve done this, you can apply for a smartcard in the Manage My Smartcards in the My account section. Just fill in the details and upload a passport-style photo. You should get your touch smartcard within 5 working days.
2. Ticket Office: You can get a Smartcard at GWR Ticket Offices (except: St Ives, Newquay, Looe and Castle Bar Park). You will need to provide your details to be printed on the card.
Where can I use my touch smartcard?
You’ll be able to use your touch smartcard for travel across the whole of Great Britain, and on the London Underground using London TravelCards.
How do I buy a smart ticket?
It’s easy to buy tickets with your touch smartcard online, from a GWR ticket machine, or from a GWR ticket office.
1. Login to your touch smartcard account
2. Follow the simple instructions
Tap at the ticket gate or platform validator at your chosen station to collect (allow 2 hours after buying).
From a GWR Ticket Office:
Talk to us and we’ll help you find the ticket you need. You can buy season, Single and Return and London Travelcard tickets.
From a GWR ticket machine:
1. Tap your card on the machine’s card reader
2. Follow the simple instructions to buy your ticket
3. Tap your card on the reader again to load your ticket
Can I still get a Railcard discount with a smart ticket?
Yes, normal Railcard discounts will apply for Singles and Return tickets. Your Railcard works in the same way as it does with any other type of ticket.
How quickly will my smart ticket be delivered to me?
If you buy a smart ticket from GWR.com your ticket should be ready for collection within two hours. If you buy your ticket from a GWR Ticket Office or Ticket machine then it is instantly uploaded to the card at the time of purchase.
Will I still get an email confirmation when buying a smart ticket?
Yes, you will still receive an email confirmation if you buy a smart ticket on GWR.com.
What do I do at a station with ticket gates?
Once your ticket has been added to your touch smartcard you can travel as normal. To ‘tap in’, present your touch smartcard at the ticket gate or platform validator (where available). Just do the same at the end of your journey to ‘tap out’.
If you have more than one contactless card in your wallet, make sure you keep them apart when you tap in and out to avoid card clash.
I have a season ticket on my GWR touch smartcard, do I need to carry my photocard with me?
If you are travelling on GWR or any other train operator’s service, you do not need to carry a separate photocard.
Can more than one person travel using the same GWR touch smartcard?
Your GWR touch smartcard can’t be used by anyone else.
What happens if I leave my GWR smartcard at home?
This is the same as leaving any kind of ticket at home – you’ll need to buy a new ticket for your journey.
If you have a season ticket on your GWR touch smartcard you may be entitled to a refund of the cost of this new ticket. Keep the ticket and ask at the ticket office within 28 days – bring your GWR smartcard with you.
An administration fee of £10 may be applied for the first two occasions when a refund is requested. No further refund will be provided in any 12-month period, starting with the date of the first occasion the Season Ticket could not be produced and regardless of the number of Season Tickets purchased in that time.
What should I do if my GWR touch smartcard has been lost or stolen?
Call our Web Support team on 03457 000 125. We’ll cancel your GWR touch smartcard to stop anyone else from using it and send you a new one.
We can arrange for a replacement ticket to be added to your smartcard if the ticket was purchased at a GWR station or on our website. We may charge a fee to replace your tickets.
What should I do if my GWR touch smartcard stops working?
Speak to a member of staff at any GWR station first. If your GWR touch smartcard needs to be replaced, visit any GWR station ticket office, or call Web Support on 03457 000 125.