Frequently Asked Questions

Contact our Customer Services team on 0191 20 20 747 (8am – 6pm, Monday to Friday).

Contact our Customer Services team on 0191 20 20 747 (8am – 6pm, Monday to Friday).

You can now get Pop PAYG and Pop blue cards from the new website, and they’ll automatically be registered, which means that your balance is protected if you lose your card. 

Your Metro Season Ticket will now be loaded onto your first Pop card, instead of having to wait until you received your Pop card until you could buy one. And there’s no longer any need to upload a photo.

Students no longer need to order a Pop card online then visit a TravelShop to activate their student discount – it’s all done on this new website. Simply upload an image of your student ID card showing the expiry date and then buy your Student Metro Season Ticket.

And that’s the same if you want to buy an 18 and Under Metro Season Ticket – you just upload your proof that you’re aged 18 or under instead of having to visit a TravelShop. 

You’ll soon be able to apply for Under 16 Pop cards and Concessionary Travel Passes via this website too.

Simply go to ‘Log in to your account’ and enter the email address (which you'll need to have access to) and password you used for your Pop Shop account. You’ll be asked to change your password the first time you log in and then you can use the new website to buy products or top up your balance.

Don’t worry, it’ll be sent ready to load onto your Pop PAYG or Pop blue when you touch in /out asap.

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 or Nexus TravelShop, as the option to top up online will not be available until you have collected your refund. 

You’ll need to apply for another Pop card with a student entitlement on it.  If you had a Pop Shop account, you’ll need to use a different email address from the one you used there.

No, there’s no need for you to register your corporate Pop card.

A Pop PAYG card is free, but you must buy it with a £10 balance.

A Pop blue card is free, but you must buy it with a £10 balance.

You can get an application form from a Nexus TravelShop.

You can get an application form from a Nexus TravelShop.

If your Pop PAYG or Pop blue card is registered online, simply return the card to Nexus (either via a Nexus TravelShop or to Pop Refunds, Customer Services, Nexus, Nexus House, St James Boulevard, Newcastle NE1 4AX) with a covering note requesting a refund and your details. A cheque will be issued, which can take about 2 weeks.

Find out more here: https://www.nexus.org.uk/ticket-information/pop/payg/pop-payg-faqs

Find out more here: https://www.nexus.org.uk/ticket-information/pop/popblue/pop-blue-faqs

Find out more here: https://www.nexus.org.uk/metro-season-ticket

Find out more here: https://www.nexus.org.uk/student-metro-season-ticket

Find out more here: https://www.nexus.org.uk/18-and-under-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.

No. Full details of where to buy them are here: https://www.nexus.org.uk/ferry-season-ticket

If you are re-registering your Pop Shop account, and expected to see your existing smartcard(s) in your new account, please contact our Customer Services team on 0191 20 20 747 (8am – 6pm, Monday to Friday).

Only one smartcard can be registered to an account in the new website, so if you had more than one card in your Pop Shop account you need to choose which one you would like to register in this account when you speak to us.  Any other cards can be registered to separate accounts so that you can continue to manage them online; it would be handy to have additional email addresses ready to do this. Our Customer Services team will explain how to set up any additional smartcard accounts when you call them.

Pop PAYG and Pop blue cardholders: there is no online balance facility on the new website. If you used the online balance in your Pop Shop account, simply click here to ask us to send an outstanding balance to be loaded onto your Pop PAYG or Pop blue card.

In the 'Your enquiry' section, select 'Pop' and then 'Pop Shop online balance' and then give us:

•     your name
•     your postcode
•     the email address you used to log in to your Pop Shop account, if it's different from the one you provide in the 'Your details' section of this form
•     the last 8 digits of your card number
•     an estimate of how much money was in your online balance

Please note that an online balance is not the same as a card balance – online balances consisted of amounts returned to you from a Close Your Journey request, a failed top up, or if you exceeded your £90 card balance. 

Contact our Customer Services team on 0191 20 20 747 (8am – 6pm, Monday to Friday).

Contact our Customer Services team on 0191 20 20 747 (8am – 6pm, Monday to Friday).

The card needs to be a Pop card, Pop PAYG card, Pop blue card or Newcastle University smartcard. If it is a Pop card from before 2014, unfortunately it can’t be registered on the new website and you’ll need to apply for another one.

Log into your account on nexus.org.uk and complete the Close your journey form.

Contact our Customer Services team on 0191 20 20 747 (8am – 6pm, Monday to Friday).

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 Services team on 0191 20 20 747 (8am – 6pm, Monday to Friday).

If you’ve uploaded the wrong document, our Customer Services team will be in touch.

Please allow 5 working days for your new Pop card to be delivered.   If you have waited for 5 working days, contact our Customer Services team on 0191 20 20 747 (8am – 6pm, Monday to Friday).

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) please take it to a Nexus TravelShop to be checked. See the Ticket and Smartcard Terms & Conditions for what happens next.

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.

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.