Pop app FAQs

Pop app

The Metro Season Ticket on your Pop app works differently on Metro, the Shields Ferry, Northern rail services and Quaylink buses. See below for more details.

 

How does the Pop app work on Metro?

  • You must validate your Mobile Ticket by using your phone to touch in at the start and touch out at the end of every journey you make using gates and validators.
  • To validate your Mobile Ticket, unlock your phone and present the back of it (not the screen side) to the orange reader on the gate or the area under the screen on the validator. 
  • A successful touch will generate a tick on the screen of your phone and the gate or validator will display the message Welcome to Metro and gates will open. If you do not touch in, you will be travelling without a validated Mobile Ticket as required by the Metro Conditions of Carriage and will be liable for a Penalty Fare Notice and/or prosecution.
  • If one or more of the gates or validators at a Metro station are out of service due to faults, you must use all reasonable endeavours to use other available gates or validators to validate your Mobile Ticket.
  • If all gates or validators at a Metro station are out of service due to faults, speak to a member of staff or use a Help Point to contact staff in the Metro Control Room. Your details will be recorded, and you can then commence your journey.
  • You must be able to display your Mobile Ticket on your smartphone when requested by a member of staff, ticket inspector or other authorised officer when travelling. This includes your smartphone being in appropriate working order that all ticket details are legible when displayed on the screen. Only an original Mobile Ticket displayed in the Pop app will be accepted; screenshots and copies will not be accepted. If you are unable to display your Mobile Ticket, you will be liable for a Penalty Fare and/or prosecution.

 

How does the Pop app work on the Shields Ferry?

  • An all zones (A+B+C) Metro Season Ticket is valid on Ferry.
  • Display your Mobile Ticket on your smartphone and present it to the crew when boarding. Only an original Mobile Ticket displayed in the Pop app will be accepted; screenshots and copies will not be accepted.
  • If you are unable to display your Mobile Ticket for inspection by Ferry crew upon boarding, you will not be permitted to travel using it and will need to pay for your journey using alternative means.

 

How does the Pop app work on Northern rail services

  • An all zones (A+B+C) Metro Season Ticket is valid on Northern rail services between Newcastle and Sunderland.
  • Display your Mobile Ticket on your smartphone and present it to Northern staff on board trains and to station staff at Newcastle station ticket gates. Only an original Mobile Ticket displayed in the Pop app will be accepted; screenshots and copies will not be accepted.
  • If you are unable to display your Mobile Ticket, you may be refused travel or liable for a Penalty Fare or prosecution by Northern under the National Rail Conditions of Carriage.

 

How does the Pop app work on Quaylink bus services?

  • A Metro Season Ticket that includes zone A is valid on Quaylink bus services in the Central Zone.
  • Display your Mobile Ticket on your smartphone and present it to the driver when boarding. Only an original Mobile Ticket displayed in the Pop app will be accepted; screenshots and copies will not be accepted.
  • If you are unable to display your Mobile Ticket for inspection by the driver upon boarding, you will not be permitted to travel using it and will need to pay for your journey using alternative means.

 

What are the benefits of the app?

The Pop app is a convenient new way to buy a Metro season ticket, meaning you don’t need to visit a ticket machine or use a Pop card. Just access the app, buy your Mobile Ticket and you can start travelling straight away using your phone to touch in and out.

Why is only a One Week Metro Season Ticket available on the app?
We plan to add other Metro season tickets and Pop PAYG to the app in the near future, and we’re already working hard to do so.

What are the technical requirements for using the app?

The app can only be used on Near Field Communication (NFC) smartphones operating Android 5.0 (Lollipop) or higher. 

Why is the app only available on Android?

Technical limitations mean the app is only available on Android smartphones, but we’ll continue to seek to increase the availability of the app on other operating systems.  

Do I need my Mobile Ticket showing on my phone screen to use gates and validators?
No, as long as your phone is unlocked, Metro station gates and validators will be able to read and validate your Mobile Ticket.

Do I need mobile data or WiFi access when travelling with a Mobile Ticket?

You need mobile data or WiFi access to download the app and to buy a Mobile Ticket, but once your purchase is complete and the Mobile Ticket is stored on your phone you will not need mobile data or WiFi access to display the ticket and touch in and out at gates and validators.

You will need mobile data or WiFi access to use the Real-time and Metro journey planner functions in the app.

What’s the difference between the app and a Pop card?
A Metro season ticket purchased as a Mobile Ticket in the app works in the same way as a ticket loaded onto a Pop card, except you use your smartphone to touch in and out at Metro station gates and validators rather than a physical smartcard. This is more convenient for many customers, although Pop cards will continue to be available as normal for those who prefer travelling with a smartcard.

What happens if my phone runs out of battery whilst I’m travelling?

You need to ensure that your smartphone can display your Mobile Ticket at all times when travelling. If you are unable to display your Mobile Ticket, you will need to buy an alternative ticket for your journey or you will be liable for a Penalty Fare and/or prosecution.

Do I need a Nexus account to use the Pop app?

No, you don’t need a Nexus account to use the app – the app works separately to Pop cards managed through a Nexus account. All you need to buy a Metro season ticket as a Mobile Ticket in the app is a Google Pay account, which is where you Mobile Ticket is stored.

How do I apply for a refund for Metro service delays or cancellations?
You can apply for a refund for service delays or cancellations in the same way that you would do for a Metro season ticket loaded on a Pop card. See nexus.org.uk/metro/tickets/ticket-refunds for information.

Why can’t I touch in and out using my credit/debit card?

The current Metro gates and validators cannot read credit/debit cards, so we can’t offer this functionality.

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