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TfWM app help and support

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About the TfWM app

Please note: If you have an older device, you may experience some slower loading times.  

For Swift customers, account switching is not available yet within the TfWM App. 

You can use the TfWM app for a wide range of things, such as: 

  • Login and manage your Swift account 
  • Top up 
  • Purchase a product 
  • Collect your purchase 
  • View your active and expired tickets 
  • Use the map to locate your closest mode of transport 
  • Use the journey planner 
  • View the latest departure information for bus, train and tram 

Child Swift Photocards

Please note, managing your Child photocard is currently unavailable in the TfWM app. If you wish to make a purchase or anything else relating to your Child photocard, please go to the TfWM website using an internet browser. If you would like to set up a child account, you can still do this online. 

Child Swift photocards - These cards are for children under 15 years. All child season tickets go on to this type of card. 

You can get one online when you buy a child ticket. You can use our ticket finder or the National Express West Midlands website. 

They are not available: 

  • From Payzone shops 
  • When you buy a ticket on the TfWM app 
  • At Swift ticket machines 
  • From rail stations 

In order to manage your child photocard, simply log in to your account that it's linked to. 

If you try and register your child photocard, you will receive an error message that says 'this card belongs to someone else'. This is because the child photocard is already registered to your account and doesn't need to be registered separately.  

Closing my Swift account

As a customer, we understand that you may wish to close your account for various reasons. To do this, please use the link below, and contact our Customer Service team.

1. Select "Swift tickets and passes"

2. Select "Swift card and photocard"

3. Select "Other" 

4. Use the live chat, or contact us via email or phone.

Once we receive your request, we will review and close your account within 30 days of receiving your request.

Note: If there are queries, we may contact you during this period.

Adding a favourite bus stop

How to find:

  1. Visit your app store to ensure you have the latest version of the TfWM app installed.
  2. After opening the app, select the 'Nearby' icon at the bottom of your screen
  3. Select 'Bus' as your mode, and then tap the red bus icon that represents your desired bus stop. (You may have to zoom in to the map to find your stop.)
  4. Tap your desired service from the list then tap the favourite star on the top left to confirm your choice.
  5. Your favourite stop will now appear on your home screen.

Collecting a Swift product using the app

You can use the TfWM app to collect credit and tickets to your Swift card.

When you collect using the app, make sure you:

  • have a phone that supports near field communication (NFC) and that NFC is switched on
  • hold the Swift card in the right place for your phone - this is usually on the top half of the back of your phone but may vary by device. If this doesn’t work, try moving the card and placing it on another part on the back of your phone to find the correct location. If this doesn’t work, do the same on the front of your phone.
  • are connected to the internet on your phone
  • hold the Swift card against your phone for 10 seconds
  • do not have a case that blocks the signal between your phone and Swift card

Near Field Communication (NFC) is required so that your phone can read and update your Swift card. You must have NFC to use the Swift Collector.

If this does not work, please contact us.

How to register your Swift card

  1. Go to: myswiftcard.com 
  2. The top right-hand corner will show ‘Sign in or register’ - select this option. 
  3. There are 3 options: ‘Already have an account’, ‘new customer’ or ‘have a card but not a swift account’. 
  4. Scroll down until you see the option ‘Have a card but not a swift account’. 
  5. Select ‘Register your Swift card’. 
  6. Enter your long Swift card number, alongside your postcode. 
  7. Complete registration by filling in your personal details and press ‘Continue’. 
  8. Your Swift card is now registered, which is protected if lost or stolen and will enable you to make purchases online in the future. 

              Managing your Direct Debit in your Swift account

              Set up a Direct Debit  

              To apply and set up a new direct debit: 
              Find and buy Direct Debit tickets using our ticket finder. 

              Alternatively you can download and complete a paper form and post to us to the address on the form. 


              Cancel a Direct Debit
               

              We have created a service to help you cancel your Direct Debit. 


              Update a Direct Debit
               

              To update your bank details: 

               Use this form to update your details.  


              Terms and Conditions
               

              Read the terms and conditions of the Adult and Child Direct Debit scheme. 


              Live chat
               

              You can now chat to us online about changing a Direct Debit. The live chat button will appear below when this service is available. 


              Mondays, Tuesdays, Thursdays and Fridays, 8am to 6pm
               
              Wednesdays, 10am to 6pm 
              Saturdays, 9am to 1pm 
              Closed Sundays and Bank Holidays 

              Operators

              For contact details, service information, and accepted tickets visit our dedicated operator page.

              Replace a lost of stolen Swift Card 

              The quickest way to request your replacement is using our online portal.  

              There is a £7.50 charge for replacements and your new card will be posted to you within 5 working days of submitting your request.  

              If you need to continue to travel while you wait for your new card to arrive you will need to purchase additional tickets to cover your journey. You can use our ticket finder to find the best ticket for your journey. 

              If your Swift card has been stolen, please report this to the police immediately and ask for a Crime Reference Number.   

              A valid Crime Reference Number means your replacement is free of charge. Call our Customer Service team on 0345 303 6760 quoting the Crime Reference Number, and we will arrange for a replacement Swift card to be sent to you. You’ll get your new card through the post within 5 working days. 

              Lost property

              If you've lost something we can help, get in touch with us.

              Report a problem

              If you’ve spotted something damaged or faulty while travelling on the network, let us know by reporting a problem.

              Enterprise Rent-A-Car contact information

              Visit the Enterprise website to get support with all your queries.

              Contact us

              If we haven't answered your question, feel free to contact us.