01903 690025office@compass-travel.co.uk @compassbus Contactless Payments Secure contactless payments are now accepted on Compass buses Paying with contactless is a simple and secure way to pay for tickets without cash. Use your contactless card, Apple Pay or Google Pay and you’re aboard and ready to go, no need to worry about having the right change. You can buy tickets up to the combined value of £45.00, quickly and securely with contactless. So whether it’s a last minute trip or a regular journey, paying for your ticket has never been more convenient. Contactless Q&A: We have tried to answer all of your questions below, but if you can't find what you are looking for please use the 'Contact' section of this website to send us a message. How does contactless work? Contactless is a simple and secure way to pay for bus travel without needing cash. Contactless payments can be made for any amount of tickets up to the transaction value of £45.00 by placing your contactless card or device on the ticket machine’s blue reader. The machine will beep when it has read the card or device at which point you can remove it again. How do I know if I have a contactless enabled card or device? Look for the contactless symbol on your credit, debit or pre-paid cards. Most new cards are issued with this feature, however, if you’re not sure whether your card is contactless enabled please check with your bank or card issuer. You can also check whether your device is Apple Pay or Google Pay capable by searching for them on the relevant app store. Which types of contactless cards can be used on the bus? All Visa and MasterCard cards displaying the contactless symbol , along with Apple Pay and Google Pay, can be used. Unfortunately, we do not accept payments by American Express. If you’re using a pre-paid card, please ensure you have enough credit before trying to purchase your ticket as unfortunately this could result in your card being declined. Can I pay using Apple Pay Express Travel Mode? Yes, if you have enabled Apple Pay Express Travel Mode you can pay without having to wake or unlock your device, open an app or use Face ID or Touch ID, just tap and go. You will still need to ask the Driver for the type of ticket you require before paying, for more information see our guide to Apple Pay Express Travel Mode. Can cards not issued in the UK be used on the bus? Most contactless cards issued outside of the UK will be accepted on our ticket machines, however, if you find that your card didn’t work this time please contact your bank or card issuer. Please be aware that cards issued outside of the UK may incur overseas transaction fees applied by your bank or card issuer. Which tickets can be bought using contactless? You can use contactless to purchase any of our tickets up to a total value of £45.00. This can include more than one ticket in a single transaction, e.g. an adult and a child ticket so long as the total price does not exceed £45.00. Why is your contactless limit set to £45? The national limit for contactless payments in the UK has been set to £100.00, however we are unable to process single contactless transactions above £45.00 for fraud protection reasons. Only cash can be accepted by your driver for purchases of more than £45.00 per transaction. My statement shows that I have been charged, but it is 'Pending' - why? From time to time, we authorise a payment before the transaction is finished, and this will show as 'Pending' on your transactions. If the transaction then does not take place for any reason, then this 'Pending' transaction will be removed without any funds taken from your account within 24-48 hours. My statement shows that I have been charged, but not by the full amount - why? From time to time, we authorise a payment for a nominal amount. This allows us to check with your card issuer that the card is valid and will be replaced by the full transaction amount in the next 24-48 hours. How do I get a refund on my contactless transaction? Unfortunately, our drivers are only able to refund contactless transactions at the point of purchase. If for any reason, you find that you do need a refund, the driver will issue you with a ticket which will say ‘EMV Credit Note’, please retain this for your records. We kindly request you allow up to five working days to see refunds on your account. Our drivers are not able to provide a cash refund under any circumstances. In the unusual event that you still have not received your refund after five working days, please contact us on 01903 690025. To help our customer service agents to resolve your issue they will need you to provide the following information: The service on which the ticket was purchased The price of the ticket you purchased (as shown on your ticket) The date and time (as shown on your ticket or receipt) The first 6 and last 4 digits of your card (this will be how it is shown on your receipt) Whether or not you paid via Apple or Google Pay Why did my payment not work? Unfortunately, due to the nature of contactless payments, our drivers will not know why a payment has failed. However, if for any reason a payment fails, you may wish to try a different card or pay using an alternative payment method such as; using an Apple or Google Pay enabled device, or with cash. Below are just some of the more common reasons why a contactless transaction may have failed: The card hasn't been approved by the bank for the transaction. This can occur as a result of several contactless transactions in a short space of time which can trigger automated fraud risk management policies with your bank or card issuer. The card hasn’t been used at a Chip and PIN terminal for a certain period. Most banks and card issuers require a chip and PIN transaction every so often to help make sure it really is you using that card. Usually once a chip and PIN transaction has been seen by your card issuer, this temporary block will be removed. More than one card has been detected by the reader at the same time - if this happens the reader won’t take any payment and the driver will be notified that this is the case. Don’t worry though, simply make sure that the one card you want to use is presented to the reader and try again. My payment was declined and now my card is blocked on your buses - what happens now? If you use a card for a payment which is subsequently declined for insufficient funds, unfortunately your card will be automatically blocked by our ticket machines. However, we will try again to recover the money owed automatically after a few days or when you try to use the card again on our buses. As soon as the amount outstanding is settled with your bank or card issuer, your card will be unblocked by our ticket machines and you can make contactless payments on our buses again. If you keep trying to use your card without funds, or commit any kind of fraud, then we reserve the right to permanently block your card on our ticket machines. Will I get a receipt for my contactless transaction? Yes, you will get a receipt once your transaction has gone through, along with your ticket(s) for your journey. Please ask your driver if you’re not sure if you have received one. Are my contactless payments safe? Contactless payments are more secure than carrying cash for several reasons: The information on your card is protected with secure Chip and PIN technology. Data transmitted during transactions is encrypted and protected with a digital signature that is much harder to forge than a handwritten one. If your card is lost or stolen, you’re protected against unauthorised payments provided you inform your bank as soon as you realise it’s gone. Your card will be blocked immediately. If your card does fall into the wrong hands, the maximum amount per transaction is £45, and after repeated payments, the person will be asked for a PIN. For payments over £45, authorisation is required, so nobody can make purchases without your PIN or device passcode. Each time your contactless device interacts with a payments terminal, it generates a one-time-only electronic signature and cryptogram, making it just as secure as a normal Chip transaction. Your bank may notice unusual spending patterns or locations and request a Chip and PIN transaction (please see 'Why did my payment not work?' above). 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