Correcting an SWR Tap2Go journey record

[fandroid]

Yesterday I travelled from Waterloo to Basingstoke (single journey). I used my Tap2Go Smartcard and tapped in at Waterloo and out at Basingstoke. The "manage your Smartcard" option on the SWR app only shows the tap-out.

SWR did email users saying they were having trouble with the gates at Waterloo and Tap2Go. That suggested that I could correct the record. Does anyone know how to do this online?

 

[Vexed]

I think the page you need to add missing taps is Tap2Go on the account management part of the website. If you're logged in this direct link might work https://tickets.southwesternrailway.com/sw/en/account/AccountBasedTicketing

On their homepage there is a banner saying "measures are in place to ensure correct charges are applied and any refunds owed are processed within 7 days". This does seem to somewhat contradict the email that I also got, maybe the situation has changed since the email.

 

[fandroid]

Thanks, I'll try that.

Later addition to this post:

== Doublepost prevention - post automatically merged: 27 Apr 2025 ==

I managed to insert the correct tap-in using the link suggested, and I've had an email acknowledging that.

However, that page refused to display in any sensible way on my Android phone. I got in ok via my laptop, but I think SWR need to correct that as there are many people out there who rely entirely on a phone for internet access.

== Doublepost prevention - post automatically merged: 27 Apr 2025 ==

Just to add yet a bit more in case anyone else finds that they're facing the same problems on SWR:

Going in on a phone via the app, first hit manage my Smartcard. Then sign in. Then select the correct card if you have more than one. Then tap the three dashes at the top right of the screen. Tap "Desktop". That then brings up a long tabular menu. Tap Tap2Go.

The screens for checking/amending journeys then present themselves in a way that works on a smartphone.

 

[Sealink]

While perusing the SWR website, I noticed this:

Tap2Go & Smartcard Issues At Waterloo
Due to an ongoing IT issue under investigation, Oyster, Contactless and Smartcard Taps are not being processed correctly. Temporary measures are in place to ensure correct charges are applied and any refunds owed are processed within 7 days.

Does anyone know the nature of the issue? (Aside from "taps" not being processed correctly!)

 

[CyrusWuff]

At a guess, some sort of network connectivity issue between the gates and the TfL back office system.