Been charged for something unexpected with your contactless credit/debit bank card payment

Amount*

Date*

Time*

Which stop or station did you board the vehicle?*

Which stop or station did you exit the vehicle?*

Email*

Enter Email Confirm Email

How did you tag?*

Did you use your phone, watch or physical bank card?

How to find the last 4 digits of your digital wallet

Apple Wallet (iPhone) Open the Wallet app, tap your card, then tap the card number icon (this looks like a small card with "123" on it). After you confirm with Face ID, Touch ID or your passcode, look for Apple Pay followed by four digits.

These are the last four digits of the number used when paying with your Apple device.

Google Wallet (Android) Open the Google Wallet app, tap your card, then tap Details or the three dots (⋮). You will see the last four digits of your virtual account number (VAN).

These are the last four digits of the number used when paying with your Android device.

Last 4 digits of the physical or digital wallet debit/credit bank payment card used*

Enter the last 4 digits only. Do not enter your full card number. Please note - This form is not used for Snapper card transactions.

Reason*

Wrong tag on/off combination

I didn’t realise I needed to tag off and on again when transferring between lines

I accidentally tagged on and off with separate payment methods

I accidentally tagged on twice which cancelled my trip and then I travelled

I accidentally tagged on again after tagging off

I didn’t realise I could free exit for my train journey

I didn’t realise I could free exit for my bus journey

Fare overcharge

Other

Please briefly explain why a penalty/overcharge may have incurred. Refunds will be processed in line with Metlink’s Conditions of Carriage and Refund Policy. Do not include payment card details, your name, or any other sensitive information in this field. This form is not used for Snapper card transactions.

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