GTR keygo - issue when barriers left open

[bubieyehyeh]

I've noticed on recent trips though Horsham station the barriers have been left open since there are no staff.

However when I travelling using the key smartcard recently, I used keygo, since I wasn't sure if I'd return by train.

I was able to tap out on the ticket barrier on outward leg, but on my return leg the barriers were still open,
however the yellow card pad had a solid red led and wasn't registering taps.

I obviously didn't want to buy a paper single since it would be more expensive than the return I'd be charged if I used keygo on return leg.

So after waiting 5 mins and no sign of staff I asked at the ticket office what to do, they suggested touching the yellow pad on other side of gate.

However the next morning I had two exits at horsham, which I had to phone to get resolved.

My last journey to horsham I used a paper ticket, and found the gates open in the same state again.

So can I ask are staff at Horsham leaving the gates open in the wrong way that effectively stop people tapping-in. Or is this
standard way the barriers work. I'd like to know before I raise a complaint.

I mainly used smart tickets or paper tickets, but this is only use-case I now use keygo for given the issues I've had - i.e. when I don't know if I need a single or return ticket

 

[Haywain]

Was this a trip from station X to Horsham and back? If so, and the berrier doesn't accept your touch in for the return leg, just carry on and the journey will probably auto-complete overnight to deal with the missing touch in.

 

[bubieyehyeh]

yes was a trip to horsham and back.

My concern was a ticket check on return leg where I wasn't tapped in and might get a penalty fare.

It did autocomplete the journey, but I had a MissingTouch to horsham journey from when I tapped on wrong side of barrier as recommended, which GTR removed when I rang and explained.

However if I was starting at horsham, I wouldn't be able to tap in if the barriers are in this configuration.

So what I'd like to know if this is standard configuration for gates left open.
I don't think it can be the right way to leave them open, since in London I've seen barrier left open, but the yellow pads left operational on both sides.

 

[Jan Mayen]

At all stations where KeyGo is accepted, there should be somewhere to touch in/out. If there isn't, I'd suggest raising a complaint.
The only times I can remember not being able to touch in were at Three Bridges (station closed due to an incident) and Crawley (station locked up as no trains due to engineering work). In both cases I was getting a replacement bus so assumed I wouldn't be checked.