SMART

You have been issued a travel card - how does it work?

• Your travel card arrives pre-loaded with your allocated ticket. No activation required.
• Plan your journey ahead of time. You can find our network maps here and timetables here.
• When you board the bus - you will see the ticket machine directly in front of you. 
• Place or "tap" the card on the ticket reader.
• Wait for the "beep" - this notifies the driver that your ticket is valid for travel.
• Away you "go" - either take a seat or please stand and hold onto the available grab handles/poles.

Travel safely

We have a handy guide which details steps to ensure the safety of all individuals whilst travelling on our services.

Click here to download a pdf copy

Frequently asked questions:

When can I travel with my travel card?

Tickets are issued termly (unless an annual ticket has been purchased). You will receive a new travel card prior to the start of each term: Autumn, Spring and Summer.

Academic Year 2025-2026:

1. Autumn term: 1st September 2025 to 19th December 2025
2. Spring term: 5th January 2026 to 27th March 2026
3. Summer term: 13th April 2026 to 20th July 2026

Where can I travel with my travel card?

Your travel card will permit use on all First Essex Buses within a specified travel zone or route (this excludes our school services 525, 570 and 620 (unless otherwise stated).

Plan your journey

Require a map? You can find our network maps here.

Where do I scan my travel card?

You will see the ticket machine directly in front of you when boarding the bus. It will look something like this >

Do I "tap" getting off the bus?

There is no need to "tap off". Only one tap (and beep) is required when boarding the bus.

Do I need to "top-up" or activate my travel card?

No - the travel card arrives pre-loaded with your allocated e-Ticket. No activation is required.

Do I need a photo-card?

No - a photo-card is not required. All you need is your travel card.

Why has my travel card been declined?

Below are some of the more common reasons why a travel card transaction may have failed:

• incorrect usage - if the card is scanned outside the ticket's validity the card reader will not authorise the transaction and the driver will be notified that the ticket has been declined.
• *the travel card has been damaged* - the travel card is an electronic device and if it is damaged, due to carelessness, it may stop working. 
• multiple devices detected - if more than one card/device is detected by the reader at one time the transaction will be rejected and the driver will be notified that the ticket has been declined. This is not a problem - take a moment - and then present the travel card to the reader once again.

Unfortunately, our drivers will not always be able to explain why a travel card transaction has failed. If a passenger attempts to travel without a valid bus travel they will be asked to pay the prevailing on-bus fare.

*Look after your travel card*

• Keep your card in safe place i.e. a card wallet
• Avoid storing your card alongside debit/credit cards and/or other smart/magnetic card
• Do not leave your card in direct sunlight, on radiators or other hot places
• Do not deface or alter your pass
• Protect your card from liquids and sharp objects
• Do not bend your card - if you crack the card it may stop working due to internal damage
• Do not pierce, punch a hole or cut your pass

Can somebody else use my travel card?

No - the travel card is to be used by the ticket holder only.

As the card is loaded with a student ticket you might be asked to prove your entitlement. Misuse of the ticket may result in one or all of the following: ticket cancellation, withdrawal of travel or/and not eligible for a refund.

Our Revenue Protection Officers board our services frequently and may ask to view a passenger’s ticket – if the ticket holder is unable to present their ticket - they could be issued with a £50.00 standard fare charge. For further information please visit our Revenue Protection Officer FAQs webpage: Our Revenue Protection Officers | First Bus

To view the full First Bus Conditions of Travel, please visit: Conditions of travel | First Bus

I left something on the bus - who do I contact?

If you leave an item on the bus, take care when returning to the bus (as the driver may be pulling away). If the bus has already left - please submit a lost property report to log the missing item.

The lost property form can be found here: Lost Property | First Bus

Getting in touch:

Can’t find the answer you are looking for? Our customer service team is here to help. The team can be contacted via:

Phone: 03456 460 707

09:00 – 17:00 Monday to Friday

Live Chat via First Bus App:

07:00 – 19:00 Monday to Friday

09:00 – 17:00 Saturday

Contact Form - www.firstbus.co.uk/help-support/contact-us

-webpage information reviewed 18/07/2025-