Frequently Asked Questions

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Frequently Asked Questions

Download TSY Mobile from the Apple App Store or the Google Play Store.

Once you have registered in TSY Mobile (use “Create Account”), using the “Buy Tickets” menu, you can simply select from Tram Only, Tram & Bus, or All Modes, and then select the ticket you require. Enter your name, address and payment details. By saving your details in our secure payment processing system (Global Pay) you only need to do this once, making future purchases quick and easy. These are mobile tickets and are checked on vehicle by the conductor or driver.

We accept Mastercard, Visa or Visa Debit. You can buy one ticket per transaction and a receipt will be emailed to you. Google Pay and Apple Pay will be coming soon.

You can buy a range of different tickets that work for you. You can choose from 1-day, 5-day flexi bundles (5 days travel for the price of 4), 7-day, or 28-day tickets to be used on the tram; and 1-day tickets for use on the bus and tram; or bus, tram and train. These tickets offer unlimited travel for the duration selected.

To view the full selection, go to Ticket Information in the Help screen.

If you choose a concessionary ticket – child or student – you will be asked for proof of eligibility when you travel. If you do not have proof of eligibility, you may be asked to buy an adult ticket.

At present, TSY Mobile does not retail any bus-only or rail-only ticket types.

You can buy 5x 1-day tickets for the price of 4! Do this by choosing “Day Tickets”, and the option to select “5 Day Tickets” is listed below.

Your ticket will appear under Available in your Ticket Wallet until you decide to activate it. When activated a scannable

Your ticket will appear as Available in your Ticket Wallet until you decide to activate it. When activated a scannable code appears and the countdown clock begins. The ticket will not expire until 02:30am the day after the date of expiry.

TravelMaster 1-day tickets (bus and tram Citywide; or bus, tram and train SYConnect+) work in a slightly different way and are just shown to the conductor / driver as a flash pass.

There are two ways you can plan your journey with TSY Mobile. You can either:

  1. Use the ‘From’ and ‘To’ fields to search for your journey
    Type in your origin in the “From:” box and your destination in the “To:” box at the top of your screen. If you want to travel immediately tap “Leaving now” or to choose a specific time or date of travel you tap “Travel later”. You then choose your preferred mode of travel. You then tap the “Show my journey” button to display your travel options.
  1. Use the ‘From’ and ‘To’ fields to search for your journey
    Tap your origin or destination on the map and press the “Travel to” and “Travel from” buttons that appear at the bottom of your screen. This will input your choices in the “From:” and “To:” boxes. You then choose the time you would like to travel by choosing “Leaving now” or “Travel later”. You then choose your preferred mode of travel. You then tap the “Show my journey” button to display your travel options.

There are two ways you can use live departures with TSY Mobile. You can either:

  1. Use the ‘From’ field to search for the stop you want to see live departures from
    Type in your street, postcode, station or stop into the “From:” box at the top of the screen. You will be presented with a choice of bus/tram stops or train stations. Choose the stop/station you wish to depart from and tap “See live departures”. This will present you with the live departures feed for your chosen stop/station.
  1. Use the map to search for the stop you want to see live departures from
    Tap a stop/station on the map – if you can’t see your stop/station try zooming in. This will present you with the “View Live Departures” box. Tap this box and you will be presented with the live departures feed for your chosen stop/station.

First, you must enable location services on your app. Tap on the “From:” or “To:” boxes on the Journey Planner tab. The first option that appears will say “Use your location”. This will input your current location into your chosen text box.

First, you must enable location services on your app. Then, on the “Live Departures” tab tap on the text box. The first option that will appear will say “Use my location”. Tapping this will present you with your 8 nearest stops/stations. Choose the stop/station you are departing from, and this will present you with the live departures feed of your chosen stop/station.

On both the Journey Planner and Live Departures tab you can see the last three locations you have chosen by tapping on the “To:” or “From:” text box and looking below the “Use my location” option.

If you can’t find your stop, try zooming in close to its location.

Walking and cycling results are limited to journeys less than 6km/3.7 miles.

Find out how far away your bus is by going to the “Live Departures” tab. If you type in the name of the stop you are waiting at and tap “See live departures” you will be presented with the live departures feed for your stop. Any service with a green “trackingA green symbol with a circle

Description automatically generated symbol to the left of the grey departure time box is being live tracked. You can even see the exact location of your bus by tapping on your service and scrolling down to the map view.

If the origin/destination you need isn’t being displayed in the search results you can instead find it directly on the Journey Planner map. Tap on your desired origin/destination on the map view at the bottom of the Journey Planner tab and press either “Travel to” or “Travel from”. These buttons will automatically input this location into the relevant text box.

Once you have planned your journey and chosen your desired journey option you will be presented with the various stages of your journey. Under the timings of each walking stage, you will see a button saying “Show walking directions”. Press this button and you will be presented with detailed walking instructions which you can use alongside a screen reader to aid you on your journey. To hide these walking directions simply tap “Hide walking directions”.

The TSY Mobile Journey Planner currently doesn’t have the functionality to show disruptions affecting your journey. To see disruptions that may affect your journey please visit our website at Disruptions and service updates – Travel South Yorkshire.

TSY Mobile is only available to mobile phones using iOS 13.0 and Android 5.0 versions or later.

Yes, for purchasing, activating and restoring tickets, so make sure you activate your ticket whilst you have a connection. You don’t need a connection to view or scan your ticket but make sure you stay logged into TSY Mobile (as you can’t sign in without an internet connection).

For security purposes, if you have not had a connection for over five days, your ticket will not work until you refresh it by connecting to the internet.

Yes, you can activate two day tickets of the same type simultaneously if you wish to travel with someone else on the same account. However, you cannot do this across user groups (e.g. activate a Child Tram Day and a Adult Tram Day)

Yes, tickets do not activate as soon as you purchase them – you need to manually activate a ticket when you are ready to travel. Once purchased, the ticket will sit in the “Available” section, until you activate it, after which it will move into the “Active” section for the duration of its validity.

Un-activated tickets can be kept for a year, so you can buy well in advance of when you want to travel.

We can only refund tickets that have not been activated. You’ll need to contact Traveline on 0800 952 0002 to request a refund.

Activated tickets can only be accessed on the phone that they were activated on. However, you can restore activated tickets to a new phone by using the Restore Tickets button in the Profile screen.

You can only restore tickets three times within a six-month period. If you have exceeded this you will need to call Traveline.

Make sure that any outstanding App updates are installed.

Refresh your Ticket Wallet by swiping down and it should appear in the Available or Active sections. Check your ticket has not expired. Make sure that payment has been made by checking your email for a receipt and payment taken from your bank account.

If you have changed phone, you won’t be able to see your active ticket(s). To restore tickets to your new phone, go to the Profile screen and tap the Restore Tickets button. You can only restore tickets three times within a six-month period. If you have exceeded this you will need to call Traveline.

You can also try deleting then reinstalling TSY Mobile.

Check whether you already have an active ticket of the same type – TSY Mobile stops you activating a second ticket when you already have the same type of ticket active.

Check you have an internet connection. Refresh your Ticket Wallet by swiping down, make sure you have a ticket in the Available section and select it to activate.

Make sure that any outstanding updates are installed. You can also try deleting then reinstalling TSY Mobile.

Check you have connected with the internet in the last 5 days. Increase the brightness on your phone. You can still travel with a valid ticket, show your ticket to the conductor/driver.

You won’t be able to access your TSY Mobile tickets. You can either restore tickets to your new phone (go to the Profile screen and tap the Restore Tickets button), or you will need to buy a different ticket via cash or card.

Don’t worry, if you update or delete the app you won’t lose your tickets. Simply log back into your account, your tickets will still be there.

You can delete the app the same way as you would delete any app on your smartphone, and you would then be free to reinstall it should you ever need to use it again. If you prefer, you are also able to delete your TSY Mobile account by going to Profile, scrolling to the bottom and clicking “Delete Account”. Once your account has been deleted, it cannot be undone. If you ever wished to use TSY Mobile again, you would need to sign up as a new user.

If you delete your account, you will lose any available or active tickets.

Still need help?

There is a range of different ways to contact the Travel South Yorkshire team – full details can be found here: https://www.travelsouthyorkshire.com/en-gb/contact