Smart Card FAQs
Greater Anglia’s Smart Card is an electronic, reusable card that is being introduced across our network. It is part of the Department for Transport‘ South East Flexible Ticketing’ scheme, which aims to enable interoperable smart ticketing on all of the train operators across the South East. You can already use your Smart Card on Transport for London services, and eventually you will be able to use it for a variety of train companies and ticket types.
You’ve told us how frustrating it can be when your paper ticket stops working at the gate, or when the ink fades; we know it’s annoying to have to queue up in the station to get a replacement ticket. You’ve also told us that you’d love to be able to buy your Season Ticket online and be able to pick it up at a time that’s convenient for you.
Smart Cards are far more durable than paper tickets – they won’t stop working halfway through the validity of the ticket for some unknown reason, and if you accidentally put them through the wash, they’ll still work. Plus, you’ll be able to manage your account online – no more waiting in the queue at the ticket office, just buy your ticket online and tap at a station to load it onto your Smart Card.
Not quite. Whilst Oyster is similar in that it is a plastic card that can also hold Season Tickets, unlike Oyster the Greater Anglia Smart Card will not have a ‘Pay As You Go (PAYG)’ feature. Initially, only Monthly, Custom Duration and Annual Season Tickets will be available on Smart Cards, with Weekly Season Tickets to follow. You will, however, be able to include a London Travelcard with your Season Ticket on your Smart Card, for travel within London zones, just like you can for a paper Season Ticket.
The Greater Anglia Smart Card is available to anyone over 16 years of age, who wants to travel using a Weekly, Monthly, Custom Duration (e.g. three months) or Annual Season Ticket on the Norwich, Southend and Cambridge to London routes (for example, Bishop’s Stortford to Cambridge, or Rayleigh to London). We are also offering Travelcard add-ons, so you can buy a ticket to any London zonal combination (for example, Colchester to London Z3-6). Customers with Annual Season Tickets on their Smart Card are entitled to Gold Card benefits, just like a paper ticket.
If you're a current Season Ticket holder and you have more than one month's validity on your ticket, you can apply for a Smart Card via our 'Smart Swap' service at selected stations.
The card will be sent to you within five workings days by First Class post to the address specified.
Simply log in to your account, your Smart Card will automatically be linked to your account. You can then purchase your Season Ticket.
- Log in to your account, select where you’re travelling from and to, and how long you need your Season Ticket for.
- You’ll be asked to state which station you want to collect your Smart Card Season Ticket at.
- You will need to add your photocard number. If you don’t have one, this can be issued free of charge at any staffed station ticket office.
- You can collect your Season Ticket two hours after you have purchased it from your chosen station.
- Your Season Ticket will be loaded onto your Smart Card when you touch into the yellow gateline reader, or tickets can be collected at the ticket machine at stations with no gates.
- You can collect your Season Ticket in advance using the ticket machine.
When purchasing your Season Ticket online you will need to state which station you want to collect your Season Ticket at.
Smart Card season tickets must be collected at your chosen collection station before you travel. Smart Card season tickets for travel to and from Inner London stations must be loaded at the ticket gates or the validators before travel.
Tickets can be loaded at stations listed below:
|Cambridge Line||Southend Victoria and Southminster Line||Great Eastern Mainline and branches||TfL Oyster/CPAY area|
South Woodham Ferres
Tickets must be loaded at the ticket gate or at the platform validator.
You can purchase the following types of ticket on the Norwich, Cambridge and Southend Victoria to London Liverpool Street routes:
- Adult Annual Season Tickets
- Adult Monthly Season Tickets
- Adult custom duration (e.g. 3 Monthly) Season Tickets
- All Zonal Travelcard combinations
- Travelcard Season products (only from stations outside Zone 6)
- Weekly Season Tickets
On board our trains your Smart Card will be checked with a hand held reader. You will also be asked for your National Rail photocard.
You can download the free mobile app, ECEBS, which can be found on Google Play.
Our staff will be able to assist in the first instance if your card stops working. If you continue to have problems, please contact our Smart Card Support Team on 0345 600 7245 (option 9) who will be able to assist and rectify the fault.
Call our Smart Card Support Team on 0345 600 7245 (option 9) who can cancel it remotely so that it stops working and no one else will be able to use your card.
A charge may be applicable for replacement of lost cards.
Refunds will be calculated in the same way as they are for paper tickets. If the Smart Card holds residual value, and you do not need to travel anymore, you can contact the Smart Card Support team on 0345 600 7245 (option 9) who will be able to process this for you.
You will need to report this to the card issuer, this information will be available on the reverse of the card.
Greater Anglia Smartcards are issued free of charge.
No. Smart Cards are fully reusable. Once a ticket expires, simply go online, purchase a new ticket, and load this in the same way as you did initially. The card will never ‘fill up’, as expired tickets will be automatically deleted.
Yes, you will be able to board/alight (‘break your journey’) at any station along the route that your ticket is valid on. At some locations with ticket gates, due to ongoing software upgrades, your Smart Card may need to be validated manually by the gateline staff.
If you touch your Smart Card onto a card reader when it's in the same wallet or purse as another contactless card, the reader may detect more than one card. When this happens, the card reader doesn't know which one to read. This means that the ticket gate may not open and it could take payment from a card that you did not intend to use if travelling in the London Pay as you go area where contactless bank card use is enabled at the gate readers. Only touch one card on the reader when touching in and out to avoid payment being taken from a card you did not intend to use. It is a good idea to keep any other contactless or smart travel cards in a separate wallet.
Yes, this is applied for in exactly the same was as with a paper Season Ticket. You can apply online here
Yes, if you purchase an Annual Season Ticket on a Smart Card, you will automatically be issued with a Gold Record Card. You will receive this by post 5-7 days after purchasing your ticket. This Gold Record Card can be used to obtain all your usual Gold Card benefits.
Find out more about Gold Card eligibility and benefits here
Yes, just show your Smart Card at the attraction to obtain your discount.
If you can't find the answer you are looking for here, you can contact our Smart Card Support Team on 0345 600 7245 (option 9) or email [email protected]
We aim to honour all requests within ten business days. Customers will receive regular communication once their request has been processed and when the Smart Card is ready for collection.
Customers are required to bring along their original Season Ticket, National Rail photo card and additional form of ID.
We currently offer Smart Swap at our larger stations which include:
West Route: Cambridge, Harlow Town, Bishop’s Stortford;
North Route: Norwich, Colchester, Clacton-on-Sea, Chelmsford
South East Route: Wickford, Billericay and Southend-on-Sea
We will aim to increase the participating stations list depending on customer demand.
Brimsdown, Broxbourne, Cheshunt, Enfield Lock, London Liverpool Street, Northumberland Park, Ponders End, Romford, Shenfield, Stratford, Tottenham Hale, Waltham Cross. You will be able to swap paper Season Tickets purchased from these locations to other Greater Anglia stations in the next few months. Further details will be posted on the Smart Swap page.