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TfWM app help and support

This page is for the new TfWM app. Please make sure you are using the latest version of the app. You can find out more and download the new app here.

About the TfWM app 

You can use the TfWM app to: 

  • find your closest mode of transport 
  • see live departure information for bus, train and tram 
  • plan ahead and use Google Maps to find the quickest route to your destination 
  • find and purchase tickets, including child tickets 
  • collect credit and tickets on your Swift card 

Important updates

Swift account coming soon

We are making improvements to your Swift account, so it’s currently unavailable on this app until Sunday 17 May. Visit our dedicated webpage to learn more.

Important information for iOS users

We are aware of an issue with the transport icons on the nearby map. You may notice that in some instances bus, train or tram icons disappear from the map. We are working to resolve this and apologise for any inconvenience.  

Whilst we fix the issue, please try the following possible solutions when navigating map stops: 

  1. Deselect and re-select the relevant transport filter. This resolves the issue for some users.  
  2. Once you find the stop you need, add this to your Favourites, and this can be viewed in the Favourites tab. 

Collect a ticket or top-up using the app 

You'll need:  

  • a phone with Near Field Communication (NFC), so that your phone can read and update your card 
  • access to the internet  

How to collect a ticket or top-up your card:

  • tap on ‘Tickets’   
  • hold your card against the back of your phone (if you have an iPhone you will need to select 'Scan card')
  • wait until you see the confirmation message on the screen
  • your card is now ready to use

Collection tips

    Wait a few minutes and try again.  

    There are a few things you can try:

    • make sure Near Field Communication (NFC) is switched on in your phone, settings and that your card is positioned correctly
    • make sure your phone is connected to the internet
    • if you have a case on your phone, take it off when trying to collect
    • if you have an iPhone, try placing your card on the front of the screen when trying to collect
    • ensure you don't remove your Swift card from the phone until you see a confirmation message
    • check for app updates and install the latest update
    • check your phone is up to date with the latest software updates

    After checking the tips above, if you are still unable to collect your ticket using your phone, you can:

    Adding a favourite bus, tram or train stop in the app

    The TfWM app allows you to save your favourite stops using the following steps:

    • after opening the app, tap the relevant mode(s) e.g. bus, tram or train 
    • tap the icon that represents your desired bus, tram or train stop 
    • tap the stop name e.g. Birmingham New Street 
    • tap 'Favourite' 
    • tap the 'Favourite' icon at the bottom of your screen – your selected stop(s) will now appear in this section

      Managing your Direct Debit

      Select an option below to find out more.

      To apply and set up a new direct debit you can 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.

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

      To update your bank details:

      Use this form to update your details.

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

      Operators

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

      Replace a lost or 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.

      Visit our dedicated webpage to find out more.

      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.

      Contact us

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

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