FAQ - Everything you wanted to know about the Citymapper Pass and were unafraid to ask
Service note : Citymapper PASS will be shut down on 18th June 2023
What is Citymapper Pass?
Pass is a subscription to all your transport, integrated with the Citymapper app. Subscribers get a beautiful green travelcard, access to public and private transport (deals depending on their package), special features that enhance their app experience, and will be blessed by the transport gods. Citymapper Pass will be active until the 18th of June, 2023.
How do I order a Citymapper Pass?
We are no longer taking Pass orders. Citymapper Pass will be closed per the 18th of June, 2023.
Until when can I use my Pass?
Citymapper Pass will be discontinued per the 18th of June, 2023. If you already have a Pass, you can keep using it until that date. After that, your Pass will be deactivated and will not work.
When does the Pass subscription begin?
You control the timing, activate it when you're ready. Your subscription will begin the first Monday after you activate your Pass in the app.
Why does Pass only cover Zone 1-6? When will it cover Zone 7 and beyond?
You can currently choose between Passes for Zones 1-2, 1-3, 1-4, 1-5, 1-6. If you live or travel extensively in other Zones then Pass isn’t for you just yet. We will introduce additional packages for unlimited travel in all Zones in due time.
What happens if I travel outside of my zones?
When you use the card outside of your zones, for example for a trip to the airport, you will be charged adult pay-as-you-go fares, similarly to how Oyster works. These will be charged to your associated payment card.
Do I have to top up the card?
No, you will never have to top up again.
Is there a cancellation fee?
There is no cancellation fee.
Are there any hidden charges?
No tricks.
How can you provide such a competitive price?
We've done our analysis and believe we can build a compelling sustainable proposition.
How does the 4 week minimum work?
The 4 week minimum is no longer applicable as Pass will be discontinued per the 18th of June, 2023. We allow Pass cancelations without a minimum usage.
How do I cancel?
Following the minimum period, you will be able to cancel your subscription inside the app. We need one week notice to cancel, so your last day will be the Sunday of the week after the one in which you cancel, and you can continue to use Pass until that day. The cancel process will be easy, there will be a button in the app that says 'cancel subscription', and when you do we will not confuse you or annoy you or send you through hoops, instead we will just let you go, and simply experience profound sadness.
How do I pause?
Our intention with this feature is to let you temporarily pause your Pass subscription. A good way to understand this is 'skip a week', for example, if you are going on holiday. You can pause upto 5 weeks per calendar year for free. Any additional weeks will be charged £1/week. Even when paused, you can continue to use your Pass on a pay-as-you-go basis, for example for travelling to and from airports. You can pause your subscription in the app from the Pass dashboard. You can only pause up to June 18th 2023, when PASS will be discontinued.
How do I change my address, name, birthdate?
Please send us an email to pass at citymapper dot com from the email address you signed up with and we'll help you out.
How can I switch between the SUPER and SUPER DUPER Passes?
You can do this in the app anytime after you have activated your Pass. The change will take effect the following Monday.
I have the SUPER DUPER Pass. How do the Santander cycles work?
Santander cycles are the red docked cycles all over central London. Our Pass will be accepted just by tapping it at the docking station terminal. Santander cycles are included in your weekly credit of £10.
I have the SUPER DUPER Pass. How does the £10 weekly credit work?
As a SUPER DUPER subscriber you automatically get £10 credit added to your account every week. You can use this credit on Black Cabs, FREE NOW Minicabs, Lime e-bikes, Lime scooters, Santander cycles or all! When you take a Gett Black Cab, a FREE NOW minicab, a Santander cycle, a Lime e-bike or a Lime Scooter any charges above £10 will be charged to your payment card. Credit you don't use will expire on a weekly basis.
How do I book a black cab?
Book black cabs from our app with your existing account and we will cover £10. Black cabs are managed by Gett, with thousands of drivers in the city guaranteeing you the fastest pickup times and best service.
How do I link my Pass to FREE NOW?
First download the FREE NOW app. Then add your 16 digits from the back of your Pass card as your payment method. Ensure Pass is your active payment method and book a ride! Ride for free up to £10!
How do I link my Pass to Lime?
Download the Lime app and then add your 16 digits from the back of your Pass card as your payment method. Ensure Pass is your active payment method and book an e-bike or scooter!
What are you doing with personal data?
We don't sell user data to third parties. You can use our app anonymously if you wish. But for Pass users, regulation requires additional information, but we collect the least amount of data needed to deliver these services to you. For further details, please read our Privacy Policy.
Any other questions?
Please email us at pass at citymapper dot com, or read our Terms of Service for further details.
