Need some help?

Thinking of trying out pay as you go? Are you an existing pay as you go user who needs some help? You’ve come to the right place.

 

Checked our FAQs?

Our frequently asked questions contain lots of information including:

  • How pay as you go works.
  • How to tap in and tap out.
  • How to set up a pay as you go account.
  • How to track your pay as you go payments.
  • How penalty charges and incomplete journey charges work.
  • What to do if there’s a problem.

Check out our FAQs here

 

Pay as you go user guide

Check out our pay as you go user guide for handy step-by-step guidance on using pay as you go.

 

Terms and conditions

See the terms and conditions that apply when you use pay as you go with Transport for Wales.

 

Contact us

We can assist with simple pay as you go enquiries. For some queries, you’ll need to register for a pay as you go account before we can provide help.

If you’re registered

Fill out the form below and click next.

We apologise, but our online forms are currently unavailable.

If you would like to submit a complaint, make an enquiry, or share positive feedback, please email us at customer.relations@tfwrail.wales.
 

To help us respond as quickly as possible, please include the following information:

  • The date of your journey.
  • The time your train was due to depart.
  • The stations you were travelling from and to.
  • If your journey was delayed how late were you reaching the station you were travelling to?
  • Please provide a copy of the train tickets for the journey you made. If you no longer have the tickets we may accept a booking confirmation.
  • Please tell us how you would like us to pay any compensation you may be owed. We can offer compensation in the form of National Rail travel vouchers or bank transfer (BACS). Please note that if we offer you goodwill compensation this will usually be in the form of National Rail travel vouchers.

Call us on 03333 211 202. Select your language preference, then listen for the pay as you go option.

Reach out on Facebook Messenger or WhatsApp.

If you’re not registered

Please call us on 03333 211 202. Select your language preference, then listen for the pay as you go option.

We’ll guide you through a secure portal where you’ll need to provide your card details. This enables us to view your journeys associated with that payment method.