Below are some of our most common FAQ's relating to our SMARTapp.

Please click on the links below to be taken to the corresponding FAQ. If you can't find the answer to your question you can get in contact with us here

How can I download the One Ticket app?

The application can be download through both the Apple App Store or the Google Play Store. Direct links to the application can be found on our website at:

What types of tickets can be bought through the app?

Currently all Bus + Bus ticket types are available through the application (this includes Edinburgh TRAM). These are 1-Day, 7-Day, 28-Day, 3/5/10 day bundles and Annual passes. These tickets can be bought for each travel area and region. Full details of the available Bus + Bus products can be found here:


Is there a minimum amount of money I have to spend?

No, there is no minimum amount you have to spend to purchase tickets. This allows the user to purchase individual tickets as required.


What payment methods are accepted?

We accept Visa and MasterCard, both Debit and Credit Cards.


Why am I being asked to create an account on the app?  

To purchase or activate any tickets on the app you will be required to create an account.  You must have a valid email address to do this.


Is an internet connection required to use the app?

An internet connection is only required to create an account, purchase and activate tickets. Once activated, the tickets can be stored locally on the device so the user can use them at any time.


How does ticket activation work?

Tickets are added into your App "Inbox" before you activate them. Activate your new ticket on the first day that you wish to use it. 

When should I activate my tickets?

You should activate your ticket on your first day of travel and you will need an internet connection to do so.

What should I do if I change or lose my device?

If your device has been lost or stolen or the app has been reinstalled, you may retrieve unused or unexpired tickets by contacting Customer Service and requesting that they move your tickets.


How long is my Day Ticket valid for?

Once activated, a Day Ticket will be valid until midnight of the day the ticket was activated.


How early can I purchase my ticket?

Tickets can be purchased at any time and will not expire until activation.


What if the ticket expires before I can use it?  

In the event that this should occur you would be required to purchase another ticket for your travel. It is recommended that you do not activate your ticket until your first day of intended travel.


How long can I hold onto purchased tickets without activating?  

There is no expiration on a ticket that has not yet been activated.


Can I use a debit card?

Yes, please make sure that you have the appropriate funds in your account. If the card is denied, it will take three to five business days before the funding will appear back on your card.


How do I get a refund?  

Please contact our Customer Services with the information located at the bottom of this document.


I left my phone at home but would like to use the Bus, what can I do?  

You would need to purchase another ticket to ride the bus. You will not lose any tickets that are in your account already.


My phone died; can the bus driver help me with this?  

No, you will need to purchase another ticket. We cannot be responsible for phones not working, batteries dying or any phone/carrier related issues.


If I am having a problem loading the application, who should I call?  

Please contact Customer Service with the information located at the bottom of this document.


For which mobile phones can I download the App?  

Currently the App supports the Apple iPhone and Google Android phones.


How quickly is a payment processed?  

Once the payment is authorised, the payment is processed immediately.


Where is my personal information and credit card information stored?  

All personal and credit card information are stored on a securely encrypted PCI (Payment Card Industry) compliant server.


Once I activate the ticket, how long until it expires?  

Ticket expiration is based on ticket type. One day tickets expire at midnight on the day it was activated. A 7-Day ticket activated on a Monday will expire at midnight the following Sunday. The same principle applies to ticket bundles and 28-Day and annual passes.


Can I see how much time is left on the active ticket before it expires?  

Once the ticket is activated, the expiration date and time of the ticket will be displayed at the bottom of the ticket. This expiration date and time is also listed on the confirmation notification before activating a Ticket.


For technical assistance or questions about the app, please email customer service from the "Home page" of the app menu.