Tap on, Tap off

We offer Tap on, Tap off on most services in Norfolk - excluding services 82, PR2 & PR3. 

A Simpler Way to Travel

With TOTO, you no longer need to find the right change or guess your fare. Simply:

1. Tap your contactless card or device when you get on the bus
2. Tap the same card or device again when you get off

Your fare will be automatically calculated based on how far you travel, ensuring you always get the best value for your journey.

Important: You must use the same payment method to tap on and tap off, whether that’s a physical card or a mobile wallet such as Apple Pay or Google Pay, so your fare can be matched correctly.

In the event that a tap off reader is not fitted on the bus you're travelling on, you are still able to tap off using the main ticket machine located by the driver at the front of the vehicle.

Best Value Fares, Automatically

TOTO automatically works out the best fare for your travel. You’ll never pay more than the daily cap, no matter how many trips you take.

You can use a contactless VISA or Mastercard (debit or credit card), or a mobile device with Apple Pay or Google Pay.

Who Can Use TOTO?

TOTO can be used by anyone travelling on konectbus.
However:

• Travellers under the age of 20 may benefit from cheaper fares by continuing to use the Central Connect app or by speaking to the driver for the best ticket options.
• Those wishing to travel on Group tickets should not use TOTO, as these great value deals are only available through the app or directly from the driver.

How does it work?
Simply tap on using the driver’s ticket machine at the start of each journey and tap off at the end of each journey on the tap off reader located by the exit door, using a contactless payment method (Visa/Mastercard payment card or device using Apple Pay or Android Pay).

There is no need to tell the driver where you are going, and you don’t need a paper ticket. This all helps to make boarding our buses easier and faster.

Which contactless cards can I use?
All Visa, Mastercard and Maestro credit and debit cards with the contactless symbol can be used, including most contactless cards issued overseas. Pre-paid contactless payment cards can also be used, but please make sure you have enough credit on them before boarding. Payments can also be made using a smart device via Apple Pay or Android Pay. Unfortunately, we’re unable to accept American Express.

How do I know what I will be charged?
If you use tap on tap off, we are initially offering you the best available daily fare guarantee.  The price of any journeys you make will be calculated by the system and charged to your account at the end of each day. The system will automatically calculate your best available daily fare depending on what fare zone you have travelled in.

You can check your journey and fare history through our Contactless Journeys section on the Konectbus App. 

Do I have to register my card first?
To use Tap On, Tap Off there is no need to register or sign up - you can board the bus with your contactless card or device to tap on and off. However, if you want to see your trip history, you will need to log into the Konectbus app and select register your card under Customer Journeys. 

Can I use more than one bank card?
To get the best available daily fare you will need to use the same card that day. However, you can use other contactless cards, but your transactions will not be linked.

Can I use a contactless-enabled device other than a credit or debit card?
We are able to accept payments on smartphones and smartwatches using Apple Pay and Android Pay as well as contactless-enabled wearables such as wristbands. If you then want to view your journey and payment history online or in the app, you'll need to register using the physical credit or debit card associated with your device.

What happens if I forget to tap off?
You will be charged the single fare to the end of the route, so always remember to tap off in order to pay the correct fare. If you do forget to tap off and are overcharged as a result, please contact customer services.

How close do I have to be to the contactless reader?
You can place your card or smart device on or just above the ticket machine reader. Please only do this once you have told the driver which ticket you would like.

How will it appear on my bank statement?
You will see a charge to your bank account from Konectbus, you may see more than one charge in one day, but the total added together will be no more than the cost of a dayrider.

I have a joint account, can I still use contactless payment?
Yes, you can! Also, if you’re both travelling at the same time, you can use each card separately for payment.

Is my contactless payment safe?
Our systems and equipment are tested and certified to comply with all payment card scheme data security standards. Contactless payment cards are safe and secure, and have the same level of protection as Chip & PIN payments, so you can feel confident when using one to pay for your travel.

During a contactless payment transaction, only minimal information is sent to us, and no information about your card account or personal data is displayed to the driver or our customer services and finance team. We regularly check with card issuers to make sure that your card hasn’t been reported as lost or stolen. If it has, you’re protected against fraud loss as long as you report it to your bank or issuer as soon as possible.

What if the bus I am on breaks down and I am asked to transfer to another bus?
On the rare occasion this happens our driver will tell you what to do, but you should tap off of the bus you started your journey on, i.e the bus that broke down and do not tap on or off of the bus you are transferred to. For any additional trips you make that day, please tap on and tap off as normal.

What if I get asked to use my PIN?
The new requirement to enter your PIN number after five contactless transactions does not apply on our buses.

Our ticket machines are designed to accept a wide range of cards and passes, ensuring a seamless experience for all passengers. However, this functionality can sometimes lead to card clash - a situation where our contactless payment system unintentionally connects to a payment card stored in a phone case or a card enabled on a mobile device, instead of the intended mobile ticket.

To prevent this, we recommend keeping credit and debit cards separate from concessionary passes and mobile tickets. You can do this by:

• Removing your phone from its case when scanning a mobile ticket.
• Temporarily disabling your phone’s NFC function to prevent unintended contactless payments.

What if my payment doesn't work?
There are a few reasons why a card may not work when presented for travel; if this happens, your driver will ask you to try another card, or to pay using cash or another form of payment such as the mobile app.

My card has stopped working
Sometimes your card won't be accepted, even though you've used it before to travel on our services.

This could be because of unpaid fares - this is when the bank declines to honour the transaction. Your card may have been accepted by our card readers at the time of the original travel, but the payment was later declined by your card issuer.

How do I pay my unpaid fare?
Our automated debt recovery process will attempt to collect the debt from your bank. This is done a maximum of 4 times during the 30-day period after the transaction date. If this is not successful, tap recovery (where the debt is collected when a passenger taps on the reader on the bus) is sometimes successful. However, as described in the deferred authorisation process below, you may be declined travel as your card could be on a temporary 'deny' list, and you will have to use an alternative payment method on that occasion. If the payment is successful, this could appear on your bank statement up to 30 days after you travelled.