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FAQ's

• What happens if my battery dies or no data connection?
Your mobile phone must be able to display the ticket on your phone screen throughout your entire journey including when you need to board the bus or train or pass through barriers at railway stations.

 

If your phone battery dies before or during your journey you will be unable to retrieve your mobile ticket, and you must pay the full cash fare for the journey when approached by a Conductor, Inspector or Bus Driver. Same applies if you are unable to display your phone since it's been left at home, lost, stolen, damaged or faulty. This fare is non-refundable.
 
 
• Common error messages?
Internet Connection Error
If you go to buy a ticket and get an internet connection error message this probably means you either have no mobile data connection (in an area with poor network coverage) or you do not have the mobile data enabled on your phone. In the first instance - try again when you have a data connection. If you still experience problems then please contact your network provider and ask them to ensure your account is setup for mobile data.

 

Purchasing Error Messages
If you get error message when purchasing a ticket using your credit/debit card this could mean that:

  • you have entered your payment card or PayPal details incorrectly
  • or that you are entering your CVV number incorrectly
  • or that your credit/debit card has been declined for payment e.g. due to card expiring.
  • In this instance, please re-enter your card details

If you have been using the application with no problems and you then start getting an error message when you try to purchase a ticket, this could mean that either your current card has expired, or that your card has been declined. If your card has expired, you can enter new card details at the time of purchase. If this problem persists you may have to contact your payment card provider.

If you continue to experience problems then please call us on 028 9066 6630.
 
 
• Any hidden charges?
Your Translink mLink app is free of charge to download. Normal Data Charges apply with data used to download or use the mLink app taken from your general data package allowance with your Mobile Phone provider. No additional payment transaction costs are levied. It doesn't matter which mobile network you use unless you are roaming using a Mobile Provider from outside UK when normal additional data roaming charges apply.
 
 
• How do I update my registration and Payment Card details?
Simply use the “Your Account” option on the menu within your app to re-register with the correct details or edit your payment card or PayPal login details.

 

You may also call our customer services team on 028 9066 6630 and we can amend the registration details within our system with the correct details. Payment Card and PayPal details cannot however be amended over the telephone since these are encrypted and held securely within the application on your phone and not on Translink's server.
 
How do I register my yLink card or 24+ Student Railcard?

To avail of yLink or 24+ Student Railcard mLink tickets you must register the appropriate valid card on the mLink app.   You will be asked to tick the appropriate box and register the 7 digit yLink or 8 digit 24+ Student Railcard number shown on the front of the card.

• How do I claim a refund?
To apply for a refund telephone Translink's Contact Centre 028 9066 6630. Since we need to verify your details against our mLink Customer Database, refund requests cannot be made in person at Bus or Rail Stations.

 

A standard administrative fee of 20% of ticket(s) value remaining (based upon discounted price paid) will be deducted, capped at £5.00 but not less than £1.50 unless proven you were unable to travel due to illness or the remaining tickets cannot be transferred to another handset after you have obtained a new handset or original handset has been lost, stolen, damaged or faulty.

More detailed information in relation to mLink Refund Arrangements can be found on respective ages for Metro and NI Railways which also includes information on NI Railways Delay Repay Scheme..
 
 
• What tickets can I buy?
Metro Day Tickets
One Day (Peak and Off Peak) Metro Day Tickets may be purchased alongside multiple discounted Metro Freedom Day Tickets in quantities of 5 and 10 which may be used during both Peak and Off-Peak times. mLink Metro Day Tickets do not need to be used consecutively.
yLink Metro One Day Tickets
One Day yLink Metro Tickets may be purchased and are valid for unlimited travel all day throughout the Metro network.
Foyle Metro Day Tickets
One Day Foyle Metro Tickets may be purchased and are valid for unlimited travel all day throughout the Foyle Metro network in Derry~Londonderry.


NI Railways One Day Ticket
(Peak and Off Peak)
mLink NI Railways One Day Peak and Off Peak Tickets are available for purchase. mLink NI Railways Off Peak Day ticket should be purchased if you are travelling after 9:30 am on any day; mLink NI Railways Peak Day Ticket should be purchased if you intend to travel before 9.30am.

The mLink NI Railways Peak Day Ticket price is equal to the paper Peak Day Return rail ticket price and the mLink Off Peak Day Ticket price is equal to the paper Off Peak Day Return rail ticket price. mLink NI Railways Day Ticket Product is available only to mLink customers.

NI Railways 3 Day Flexi Ticket
mLink NI Railways 3 Day Flexi tickets offer unlimited travel on any 3 days out of 7 days between 2 chosen stations within Northern Ireland. 7 day expiry is set when the 1st day of travel is activated. Ideal for customers who want the flexibility to travel any 3 days of the week. No need to pre-select specific three days at time of purchase - activate as desired during the 7 day period.

NI Railways Weekly Ticket
mLink NI Railways Weekly Tickets offer unlimited travel for any 7 consecutive days travel between 2 chosen stations within Northern Ireland. (Available only to mLink customers, unlike paper weekly tickets which are valid from Mon - Sun only). 7 day expiry is set when the 1st day of travel is activated. Ideal for customers who travel 4 days or more per week.

NI Railways Monthly Ticket
mLink NI Railways Monthly Tickets offer unlimited travel for a 1 month period between 2 chosen stations within Northern Ireland. 1 month expiry is set when the 1st day of travel is activated. Ideal for customers who travel 15 days or more in 1 month. Monthly tickets, over the value of £80, also offer customers free unlimited travel at weekends, across the entire NI Railways network.

mLink NI Railways Tickets are also valid on bus services on which paper rail tickets are also valid i.e. free bus services to and from Central, Newry and Derry / Londonderry train stations as well as rail bus substitution services.

NI Railways yLink & 24+ Rail Smartcard Tickets
1 Day, Weekly or Monthly tickets available when you register a valid yLink or 24+ Rail Smartcard on the mLink app.  Enjoy 1/3 off the standard ticket price.

mLink NI Railways Tickets are also valid on bus services on which paper rail tickets are also valid i.e. free bus services to and from Central, Newry and Derry / Londonderry train stations as well as rail bus substitution services.



Airport Express 300 single and 1 month return Ticket
mLink single and 1 month return tickets are valid for travel on the Airport Express 300 bus service and offers unlimited travel between Belfast International Airport and Belfast City Centre and are not valid on any other bus service. When you buy a 1 Month Return ticket it will be delivered to your phone as two separate single tickets.  The outward single ticket and return single ticket are to be used from and to the stages selected.



Goldline Bus Tickets (within Northern Ireland)

Single Ticket offers travel between the TO and FROM stages selected- valid any day, any time.

Peak Day Return Ticket offers travel between the TO and FROM stages selected for Goldline services within Northern Ireland – valid any time, any day.  When you buy a Day Return ticket it will be delivered to your phone as two separate single tickets.  The outward single ticket and return single ticket are to be used from and to the stages selected.

Off Peak Day Return Ticket offers travel between the TO and FROM stages only on selected Goldline services within Northern Ireland after 9.30a.m.* – valid any day.   When you buy an Off Peak Day Return ticket it will be delivered to your phone as two separate single tickets.  The outward single ticket and return single ticket are to be used to and from the stages selected.  *Promotional fare which may be withdrawn at any time.

1 Month Return Ticket offers travel between the TO and FROM stages selected only on Goldline Service 212 and Airport Express 300 (Belfast Europa/Sandyknowes – International Airport) – valid any day.   When you buy a Goldline 1 Month Return ticket it will be delivered to your phone as two separate single tickets.  The outward single ticket and return single ticket are to be used from and to the stages selected.  Off Peak fare 1 Month Return tickets are not available.

Ulsterbus Craigavon Tickets 

Off-Peak Day Ticket offers travel for one day between Lurgan and Portadown Town Centres (46, 47 & 51). Travel starts after 9.30am on the day your mLink Day Ticket is activated and is valid for travel during the remainder of that day between Lurgan and Portadown Town Centres (46, 47 & 51).


• What is validity period for tickets?
mLink Metro Day Ticket
Whilst One Day (Peak and Off Peak) Metro Day Tickets may be purchased alongside multiple discounted Metro Freedom Day Tickets in quantities of 5 and 10 no automatic activation occurs with tickets indefinitely valid for activation. mLink Metro Day Ticket customers are required to manually activate tickets when necessary.

 

One Day Off-Peak Metro Day Tickets may only be activated after 9.30am whilst One Day Peak Metro Day Tickets plus Metro Freedom Day Tickets previously purchased in quantities of 5 or 10 may be activated at any time.

One Day yLink Metro Tickets can be activated at any time during the day.

Individual Metro Day Tickets automatically delete at 04:00 on the day following activation. 

mLink Foylr Metro 
mLink Foyle Metro Day Ticket can be activated at any time during the day. Individual Foyle Metro Day Tickets automatically delete at 04:00 on the day following activation.

mLink NI Railways One Day Ticket / yLink & 24+ Student Railcard NI Railways One Day Ticket
mLink NI Railways One Day Peak rail tickets automatically activate immediately after purchase and automatically delete at 04:00 on the day following purchase. mLink NI Railways One Day Off Peak tickets automatically activate after 09:30 on the day you purchase the ticket and automatically delete at 04:00 on the day following purchase.

mLink NI Railways 3 Day Flexi Ticket
You may use this mLink ticket for any 3 days in a 7 day period between your two chosen stations. The 3 days don't have to be used consecutively. The 7 day period commences when you activate the 1st day of travel. Your mLink ticket will automatically delete at 04:00 on the day following the expiry date shown on the ticket.

If you do not activate your mLink NI Railway 3 Day Flexi ticket within 3 days of purchase, it will automatically activate and therefore will be immediately ready for use. We therefore advise that you don't buy your mLink ticket any more than 3 days before you want the ticket to start. For example, mLink tickets purchased on a Friday at 7am will automatically activate on Monday at 7am.

mLink NI Railways Weekly Ticket / yLink & 24+ Student Railcard NI Railways Weekly Ticket
You may use this mLink ticket for any 7 consecutive days travel starting on any day of the week between your two chosen stations. The 7 day period commences when you activate the 1st day of travel. Your mLink ticket will automatically delete at 04:00 on the day following the expiry date shown on the ticket.

If you do not activate your ticket within 3 days of purchase, it will automatically activate and therefore will be immediately ready for use. We therefore advise that you don't buy your mLink ticket any more than 3 days before you want the ticket to start. For example, mLink tickets purchased on a Friday at 7am will automatically activate on Monday at 7am.

mLink NI Railways Monthly Ticket / yLink & 24+ Student Railcard NI Railways Monthly Ticket
You may use this mLink ticket for a 1 month period starting on any day of the month between your two chosen stations. The one month period commences when you activate the 1st day of travel. Your mLink ticket will automatically delete at 04:00 on the day following the expiry date shown on the ticket.

If you do not activate your ticket within 3 days of purchase, it will automatically activate and therefore will be immediately ready for use. We therefore advise that you don't buy your mLink ticket any more than 3 days before you want the ticket to start. For example, mLink tickets purchased on a Friday at 7am will automatically activate on Monday at 7am.
 

Airport Express 300 single and 1 month return Ticket

 mLink Airport Express 300 bus service single and 1 month return tickets can be activated at any time of the day. You must always activate your mLink ticket for travel before you board the Airport Express 300 bus service.  Your mLink ticket will not activate automatically and will expire 90 minutes after activation. Travel commences from the date and time your mLink ticket is activated and is valid for travel between your 2 chosen stages of travel within Northern Ireland.

For a 1 Month Return ticket, if you have not activated the return single ticket it will automatically expire one month after the date the outward single ticket has been activated.

mLink Goldline

 mLink Goldline tickets are valid for travel on all Goldline bus services (within Northern Ireland) between the two stages selected.  You must always activate your mLink ticket for travel before you board a Goldline service. Once activated mLink tickets on Goldline services remain valid for 90 minutes. When you buy a Day Return or 1 Month Return ticket it will be delivered to your phone as two separate single tickets.  The outward single ticket and return single ticket are to be used from and to the stages selected.
 
For a 1 Month Return ticket, if you have not activated the return single ticket it will automatically expire one month after the date the outward single ticket has been activated.

There is no automatic expiry date on mLink Goldline tickets.  They remain on your phone until they are activated. 

mLink Ulsterbus Craigavon
One Day Off-Peak Ulsterbus Craigavon Tickets may only be activated after 9.30am and automatically delete at 04:00 on the day following activation.

 
• Can I buy tickets in advance?
Whilst mLink Metro Day Tickets may be purchased in advance and can be kept indefinitely until required without requirement to manually activate within a defined timeframe nor any auto activation rules, NI Railways mLink tickets must be used within pre-defined timescales from purchase and auto activate after a period of time.

 

mLink NI Railways Peak Day Tickets automatically activate immediately after purchase and expire at 4am on the following day. Off Peak mLink NI Railways Day Tickets automatically activate after 9.30am and expire at 4am on the following day.

mLink NI Railways 3 Day Flexi Tickets offer unlimited travel on any 3 days out of 7 days between 2 chosen stations within Northern Ireland. 7 day expiry is set when the 1st day of travel is activated.

mLink NI Railways Weekly Tickets offer unlimited travel for any 7 consecutive days travel between 2 chosen stations within Northern Ireland. 7 day expiry is set when the 1st day of travel is activated.

mLink NI Railways Monthly Tickets offer unlimited travel for a 1 month period between 2 chosen stations within Northern Ireland. 1 month expiry is set when the 1st day of travel is activated.

You should only activate your mLink NI Railways ticket shortly before you are due to travel, except if you purchase a mLink NI Railways One Day Ticket which automatically activates after purchase.

mLink NI Railways 3 Day Flexi, Weekly or Monthly tickets that are not manually activated will auto activate three days after purchase.

We therefore advise that NI Railways customers don't purchase their mLink tickets more than two days in advance of when they intend to travel. If, for example, you activate your mLink NI Railways 3 Day Flexi, Weekly or Monthly ticket on the night before one day's travel will be deducted. e.g. if you purchase a mLink 3 Day Flexi ticket on Saturday and intend to travel on Monday but activate the first ticket on Sunday night this ticket will expire at 4am on Monday morning. Only two tickets will then remain valid for use by next Saturday. The day ticket you accidentally activated on Sunday night will not be refunded.

All mLink Goldline tickets can be purchased in advance.
 
 
• Is it secure?
All the payment card details that you register will be securely within your mLink app (please note: Translink does not hold this data).

 

All your card data is fully encrypted (locked). This information cannot be accessed by anyone - not even by you, the user. Regardless of who may gain access to your phone (lost, stolen, misplaced etc), no-one can access your payment card data.

It should be noted that if you ‘log out' of your account in the app all your personal data is removed including payment card details. After logging in again you will therefore be asked to add payment card details again.

The sign up and registration process is also secure with customer account details held securely.
 
 
• How do I get the app?
If you have an iPhone (iOS6 upwards), you can download the ‘mLink' app from the App Store. If you have an Android phone (Version 4 upwards), you can search for ‘mLink or ‘Translink' in the Google Play Store. mLink is compatible with iPhone SmartPhones iOS 6 upwards, on Android SmartPhones Version 4 (Ice Cream Sandwich, Jelly Bean & KitKat) upwards and on all UK Mobile Phone networks.
Unfortunately mLink is not supported on Blackberry and Windows Mobile Phone handsets.

 

Once you have downloaded the app please provide us with your personal details including your Name, Mobile Number, Date of Birth and Email address. You only need to enter all of the above details once, before you can start using the app.

When you are about to purchase a ticket for the first time you will be asked for your credit, debit card or PayPal details. You can register a number of different payment cards within the app if you wish. Your registered credit, debit card or PayPal details will be held securely within the app and only used if you choose to purchase a ticket. No money will be taken from your account unless you purchase a ticket. It is only when you actually purchase an mLink ticket that your payment card or PayPal account will be charged.
 
 
• How do I buy tickets?
Once you have downloaded the application to your handset you will then need to buy your first mLink ticket. To do this, open up the application from where it is stored on your handset and, from the main menu, select ‘Buy a Ticket'

 

Choose whether to buy Metro, NI Railways, Airport Express 300 or Goldline Tickets.

If you choose Metro you will be asked to detail the main Metro Bus Corridor you travel on. We require this information in order to enable us to effectively plan our Metro services to meet customer demand. Once you choose the corridor you won't be asked to enter this information again. After selecting your main Metro Bus Corridor you will then have option to purchase a range of tickets including yLink One Day Ticket, One Day Peak Day Ticket, One Day Off Peak Day Ticket, 5 Day Freedom Day Tickets plus 10 Day Freedom Day Tickets with Adult and Child versions available. If you choose to buy multiple tickets in quantities of 5 or 10 you do not need to use these consecutively.

If you choose NI Railways select your ‘From' and ‘To' stations and choose “Find Fares”. Then select the ticket you want to purchase (i.e. One Day Peak, One Day Off Peak, 3 Day Flexi, Weekly , Monthly, yLink or 24+ One Day Peak, yLink or 24+  Weekly or Monthly) and tap ”Add to your basket”.

Once you have added all your Metro or NI Railways (or both) tickets to your basket choose “Buy Now”, enter your Payment Details, confirm if you are buying for yourself or gifting to someone else, enter your CVV number and choose “Purchase”. As an additional security method, when purchasing using a Credit or Debit card you will be asked for your 3D Secure ID. Once entered this will not be required for subsequent transactions.

If you intend to gift a ticket to someone else e.g. a child please purchase this separately from the other tickets in your basket which you intend to purchase for yourself.

Please note that by continuing to purchase at this point you are agreeing to purchase the mLink ticket and signing up to all mLink Terms and Conditions.

Once the ticket purchase is complete you will receive an on-screen confirmation message within the app, a receipt to your email address and the opportunity to start using the ticket now or later. From this point on the ticket will be available on your handset to activate under “Ticket Wallet”.

 

 
 
• How do I buy Child tickets?
Adults wishing to purchase tickets to be sent to a Child customer's handset must purchase a ticket and ‘gift' it to the Child who also must have a registered mLink app on their handset.

 

Please note that Adult customers can:-

buy Adult tickets for themselves
buy Child tickets to be sent or “gifted” to an mLink Child customer
buy Adult tickets to be sent or “gifted” to another mLink Adult customer

Child customer should download the mLink app and register their details as an mLink Child customer. An Adult mLink customer should then use their mLink app on their own handset to ‘Gift' an mLink Ticket to the Child's handset.

Once the Child has downloaded the mLink app and clicked “Sign Up” to register their personal details, the Adult should use their app on their own handset to simply select the Child's Journey details, Find Fares and select the appropriate Child ticket type. When the Child ticket is added to the Adult's ‘Basket' they will then choose “Buy Now” and under “Check your Order” scroll down to “Completing your Purchase” - at this point the Adult will choose “Gift to someone else” (rather than “I'm buying for me”). Then enter email address used by Child when they registered their mLink app or the Mobile Phone number of the Child's Mobile Phone handset and the ticket will be sent to the Child for use once “Confirm this recipient” is selected. Please wait a few seconds for the ticket to appear on the Child's handset.

Child tickets can only be used by customers up until 30 June following their 16th birthday. After this date (i.e. from 1st July onwards) any customers who are 16 or over will automatically be regarded by the mLink system as Adult customers.

Please note that mLink Child customers can view ticket prices within the mLink app but cannot purchase any mLink tickets and will receive an error message if they attempt to do so. mLink Child customers can only receive gifted mLink tickets from an Adult mLink customer.

Child mLink tickets can be only be purchased by Adult mLink customers once both the Adult and Child have downloaded the mLink app and registered their details.
 
 
• How do I use the tickets?
To manually activate a ticket for travel simply select the ‘Ticket Wallet' menu option, select the ticket you want to activate and then choose “Activate Now”. Upon activation you will be asked ‘Are You Sure?' which gives you the option to cancel the activation in case you have gone into the wrong ticket or have pressed ‘Activate Now' by mistake. Tickets can then be quickly accessed and presented to NI Railways staff for inspection via the “Your Current Ticket” option on the Home Screen.

 

Please note - mLink NI Railways One Day Tickets automatically activate after purchase so the mLink customer has no control over when these are activated.

Further information on Ticket Validity rules can be found under FAQ Question g)

Please note that you must always have your mLink ticket available to show a Translink member of staff should they request it.

If travelling by train you MUST ensure that you have activated the ticket you wish to use for your journey before you board the train and that it is displayed clearly on your phone screen.

Once you have activated your ticket you then simply show the ticket to the bus driver when boarding or the conductor when travelling on the train or NI Railways staff at the ticket barrier when you board or alight. Screen brightness needs to be sufficiently high so when you show the mLink ticket to staff it can be easily read.

It is your responsibility to ensure you can display a valid activated mLink ticket to a Translink member of staff before & after travelling and throughout your journey.

If you fail to activate your ticket before boarding a train or fail to display it when requested at any point during your bus or rail journey you must pay the full cash fare which is non-refundable.

We advise that your phone should be fully charged before travelling and that the screen should be kept in a good condition free from any damage.

Please note that your ticket automatically becomes expired on your phone as soon as it and the validity countdown timer on the ticket display reaches zero. All tickets expire at 4am on the day following the last validity date.

Whenever you need to show your activated ticket to a member of Translink staff, simply select the ‘Your Current Ticket' option and choose the activated ticket to be displayed on your screen.

Once a ticket is activated the valid Colour of the Day and Word of the Day will then be displayed at the top of your ticket display. The Colour of the Day & Word of the Day will always be displayed when your ticket is valid and activated. Our staff members will check the details on your ticket including the Colour of the Day and Word of the Day to ensure you have a valid mLink ticket for your journey.

mLink tickets are non-transferable and can only be used for travel by the registered mobile phone owner to whom the mLink ticket has been sent.
 
 
• What should I do if want to travel further beyond my designated NI Railways station?
If you intend to travel beyond your designated NI Railways station you must purchase an additional cash ticket or another mLink NI Railways One Day Ticket for the extra portion of your journey before you travel beyond the station permitted on your mLink ticket e.g. if you wish to travel from Belfast to Bangor but your mLink ticket entitles you for travel from Belfast to Holywood you must purchase a cash ticket or another mLink One Day ticket from Holywood to Bangor before you pass Holywood.

 

mLink Metro Day Tickets are valid for travel throughout entire Metro Operating Area. If you want to travel beyond the Metro Operating Area e.g. via Ulsterbus Citystopper service you must purchase Ulsterbus ticket for entire journey from boarding to alighting stage at the point of boarding the bus.
 
 
• Do I need to connect to the internet each time I use my ticket?
No, you do not need a data connection (mobile data or wi-fi) when activating your ticket on each day when you travel. The ticket can be activated offline at which point you will see the valid Colour of the Day and Word of the Day which is displayed at the top of your mLink ticket.

 

However, you will need a data connection when you do something that requires a connection with the mLink server as follows i.e. update your personal or credit card details, query an mLink ticket price, purchase an mLink ticket.

Furthermore, if you use the app for an extended period of time in offline mode, the app will cease to function until you re-establish an online connection.

If your phone cannot obtain a data connection when you are trying to perform any of the above functions the mLink app will give you an internet connection error message. If this is the case please exit the app and re-open the app when you sufficient mobile network coverage or have re-established connection.

Please remember normal data charges apply with app data usage taken from your general data package allowance with your Mobile Phone provider.
 
 
•Does the new mLink on iOS have a URL scheme?
Yes it does. If you use a launcher app such as Launch Center Pro you can currently use following urls to quickly access your mLink app

 

Home Screen - mlink://home
Ticket Wallet - mlink://tickets
Current Ticket - mlink://activetickets

 
 
• Who do I contact if I have a problem?
If your question isn't answered within the mLink website section or these Frequently Asked Questions please telephone 028 9066 6630 or email [email protected]

 

Published
20/10/2014

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