Hi. Posting this in the disputes section however as far as I'm aware we aren't being prosecuted, this is more of a question of what went wrong/what to do next time - do say if this is incorrect.
Two of us were travelling from Farnborough Main to London today and each bought Sunday Out Travelcards on our SWR apps (on our own phones, one Android and one iPhone), which we loaded to our smartcards using the app. Upon reaching Farnborough, our tickets wouldn't work on the barriers, and when we reached Waterloo they wouldn't scan there either - saying "seek assistance" but the gateline staff let us through. However, both smartcards were checked on the train by a guard who didn't raise an issue confusingly. The National Rail smartcard manager app on my phone and the Waterloo gateline staff's device stated that the ticket loaded was an off-peak return with no further information (it didn't say which stations it was between or anything else like other tickets usually do) but had the correct price for both of our travelcards.
When we went to enter the tube, the barriers there wouldn't let us through so we went to the ticket office at Waterloo to get the issue fixed, where an agent eventually arrived at the conclusion that the tickets on our smartcards hadn't loaded correctly but didn't give much more info. We then got told the only option was to be sold a new pair of travelcards issued on credit card sized tickets with the person in the ticket office promising us we could then get a full refund of our broken smartcard tickets once customer services opens tomorrow.
Did we do anything wrong here? I've successfully had a travelcard (although a off-peak day, not a sunday out) on my smartcard once before which worked on all barriers including the tube/TfL with no issues. Would like to avoid this in the future if possible.
Thanks
Two of us were travelling from Farnborough Main to London today and each bought Sunday Out Travelcards on our SWR apps (on our own phones, one Android and one iPhone), which we loaded to our smartcards using the app. Upon reaching Farnborough, our tickets wouldn't work on the barriers, and when we reached Waterloo they wouldn't scan there either - saying "seek assistance" but the gateline staff let us through. However, both smartcards were checked on the train by a guard who didn't raise an issue confusingly. The National Rail smartcard manager app on my phone and the Waterloo gateline staff's device stated that the ticket loaded was an off-peak return with no further information (it didn't say which stations it was between or anything else like other tickets usually do) but had the correct price for both of our travelcards.
When we went to enter the tube, the barriers there wouldn't let us through so we went to the ticket office at Waterloo to get the issue fixed, where an agent eventually arrived at the conclusion that the tickets on our smartcards hadn't loaded correctly but didn't give much more info. We then got told the only option was to be sold a new pair of travelcards issued on credit card sized tickets with the person in the ticket office promising us we could then get a full refund of our broken smartcard tickets once customer services opens tomorrow.
Did we do anything wrong here? I've successfully had a travelcard (although a off-peak day, not a sunday out) on my smartcard once before which worked on all barriers including the tube/TfL with no issues. Would like to avoid this in the future if possible.
Thanks
