Frequently Asked Questions

General Questions

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

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

How is the new website different from Pop Shop?

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.

I had a Pop Shop account – what do I do now?

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.

I sent a Pop PAYG/Pop blue Close Your Journey request via Pop Shop – what’s happened to it?

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

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 or Nexus TravelShop, 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.  If you had a Pop Shop account, you’ll need to use a different email address from the one you used there.

Can I register my corporate Pop card on this new 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 £10 balance.

How do I get a Pop blue card?

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

How do I get a Pop card for a smart cycle locker?

You can get an application form from a Nexus TravelShop.

How do I get a Pop card for a Ferry season ticket?

You can get an application form from a Nexus TravelShop.

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 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.

How to Use Smartcards

Where can I find out more about Pop PAYG?

Where can I find out more about Pop blue?

Types of Tickets

Where can I find out more about Metro Season Tickets?

Where can I find out more about Student Metro Season Tickets?

Where can I find out more about 18 and Under Metro Season Tickets?

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: https://www.nexus.org.uk/ferry-season-ticket

Troubleshooting

I had a Pop Shop account and have logged into the new website, but can't see any of my smartcards in my new account – what do I do?

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.

I had a Pop Shop account for my Pop PAYG/Pop blue card. I can’t see my online balance in the new website – where has it gone?

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. 

I used to have a Pop Shop account, but can’t log in to an account on the new website – what do I do?

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

I’m trying to register an existing card on the new website – I didn’t have a Pop Shop account – and it won’t let me. What do I do next?

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

 

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 Services team on 0191 20 20 747 (8am – 6pm, 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 Services team on 0191 20 20 747 (8am – 6pm, 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 Services 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 Services team on 0191 20 20 747 (8am – 6pm, 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) please take it to a Nexus TravelShop to be checked. See the Ticket and Smartcard Terms & Conditions for what happens next.

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.