Frequently Asked Questions
General Questions
My Student ID expires before the expiry date of the Student Metro Season Ticket I want to buy, what do I do?
Contact our Customer Relations team on 0191 202 0747 (9am – 5pm, Monday to Friday).
I’ll be 19 before the expiry date of the 18 and Under Metro Season Ticket I want to buy, what do I do?
Contact our Customer Relations team on 0191 202 0747 (9am – 5pm, Monday to Friday).
I requested a ‘close your journey’ refund – when will I receive it?
A close your journey refund will take up to 7 days to be available to load onto your card.
Please make sure that you have sufficient balance to travel before you submit your close your journey request. If you need to top up your balance in order to be able to make a journey, we advise you to do so at a Metro station ticket machine, as the option to top up online will not be available until you have collected your refund.
I have an 18 and Under Metro Season Ticket on a Pop card and I now want to buy a Student Metro Season Ticket – how do I do this?
You’ll need to apply for another Pop card with a student entitlement on it.
Can I register my corporate Pop card on this website?
No, there’s no need for you to register your corporate Pop card.
How do I get a Pop Pay As You Go card?
A Pop PAYG card is free, but you must buy it with a £5 balance.
How do I get a Pop blue card?
A Pop blue card is free, but you must buy it with a £5 balance.
I want a refund on my Pop PAYG or Pop blue balance – how do I get one?
If your Pop PAYG or Pop blue card is registered on our Buy and Apply portal, just get in touch with us (Contact - Travel North East) and we'll send you a secure link to a webform to request your bank details for your refund.
If your Pop PAYG or Pop blue card is not registered on our Buy and Apply portal, we will not give you a refund.
How to Use Smartcards
Where can I find out more about Pop PAYG?
Find out more here: Pop Pay As You Go - Travel North East
Where can I find out more about Pop blue?
Find out more here: Pop Blue - Travel North East
Types of Tickets
Where can I find out more about Metro Season Tickets?
Find out more here: Metro Season Ticket - Travel North East
Where can I find out more about Student Metro Season Tickets?
Find out more here: Student Metro Season Ticket - Travel North East
Where can I find out more about 18 and Under Metro Season Tickets?
Find out more here: 18 and Under Metro Season Ticket - Travel North East
How do I buy a Metro season ticket?
If you want to buy a 4 week or annual Metro season ticket, Student Metro Season Ticket or 18 and Under Metro Season Ticket, you need to apply for a Pop card. 1 week Metro Season Tickets can also be loaded onto a Pop card, but can be bought from Metro station ticket machines without a Pop card as well.
Can I buy a Ferry season ticket online?
No. Full details of where to buy them are here: Ferry Season Ticket - Travel North East
Troubleshooting
I’m trying to register an existing card on the new website and it won’t let me. What do I do next?
Contact our Customer Relations team on 0191 202 0747 (9am – 5pm, Monday to Friday).
I’m trying to register a smartcard, but it’s saying it can’t be registered – what’s wrong?
The card needs to be a Pop card, Pop PAYG card or Pop blue card.
If it is one of these cards, contact our Customer Relations team on 0191 202 0747 (9am – 5pm, Monday to Friday).
I forgot to touch in or out on Metro with my Pop PAYG or Pop blue card – what do I do?
Log into your account on nexus.org.uk and complete the Close your journey form.
I’ve bought the wrong product (eg the wrong zones) – what can I do?
Contact our Customer Relations team on 0191 202 0747 (9am – 5pm, Monday to Friday).
The product I’ve bought (season ticket or top up) isn’t loading onto my smartcard – what can I do?
Please note that it can take up to 48 hours after you buy it for a product to be available to load onto your smartcard. If you have waited for 48 hours, contact our Customer Relations team on 0191 202 0747 (9am – 5pm, Monday to Friday).
I think I’ve just uploaded the wrong document to show my age or that I’m a student – what should I do?
If you’ve uploaded the wrong document, our Customer Relations team will be in touch.
I haven’t received my Pop card – what can I do?
Please allow 5 working days for your new Pop card to be delivered. If you have waited for 5 working days, contact our Customer Relations team on 0191 202 0747 (9am – 5pm, Monday to Friday).
My Pop card doesn’t work – what do I do?
If your card is damaged (ie it shows signs of physical damage) and it’s registered in an online account, just use the ‘Replace this card’ option when you’re logged in. See the Ticket and Smartcard Terms & Conditions for what happens next.
If your card is faulty (ie it cannot be read by a smartcard reader, but shows no signs of physical damage), contact our Customer Relations team on 0191 202 0747 (9am – 5pm, Monday to Friday).
I’ve lost my Pop card – what do I do?
If your card is registered in an online account, just use the ‘Replace this card’ option when you’re logged in. See the Ticket and Smartcard Terms & Conditions for what happens next.
My Pop card has been stolen – what do I do?
If your card is registered in an online account, just use the ‘Replace this card’ option when you’re logged in. See the Ticket and Smartcard Terms & Conditions for what happens next.