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KeyGo

Answers to frequently asked questions on using keyGo when you travel in and out of London with Southern.

KeyGo and Flexi Seasons cannot be used on the same Key smartcard. If you would like KeyGo and you already use Flexi Seasons you will need to register for a second Key smartcard (which will require a second email address). If you have KeyGo and you would like to use Flexi Seasons you will need to register for a second Key smartcard (which will require a second email address).

Once you sign up for keyGo you must touch in and out for every journey you make - even if you have a season ticket so we know how much to charge you.

If you do not touch in or out, this will generate an incomplete journey which we will notify you of by email. If you don't then complete your journey, we will charge a £25 incomplete journey charge.

You should set up keyGo using your primary email address or at least one that you check regularly, it is important that we are able to contact you in relation to your account.

KeyGo cannot be used on TfL or other train company’s services with one small exception. Find out more about this in the Using keyGo section.

First Class fares do not currently apply to keyGo.

You must keep your payment card details up to date.

If you have added a Railcard to your account, you must carry it with you at all times.

Once you have keyGo on your Key Smartcard, all your entry and exit taps across the network will be analysed to calculate the best day fare for your journeys based upon the tickets you could have purchased that day, including any Railcard discounts. KeyGo will then charge the most appropriate ticket(s) for the journeys you made against your nominated payment card.

If you hold a Season ticket or other ticket on your Key Smartcard, keyGo will only charge you for the journeys you make beyond the ticket's validity.

Check the KeyGo Network map to see where you can go!

Once you have a Key Smartcard, you can set up keyGo through your online account.

Your keyGo account will be associated with a credit or debit card for automatic payments to be taken via a Continuous Payment Authority.

Two hours after signing up to keyGo, you can start your first journey by touching the card reader at your chosen station. Or use our mobile app to load keyGo to your Key Smartcard within 15 minutes.

Add your Railcard to your online account and we will discount your keyGo journeys.

Using keyGo

If you have one of the below Railcards, you can have your keyGo journeys discounted.

  • 16-17 Saver
  • 16-25 Railcard
  • 25-30 Railcard
  • Senior Railcard
  • HM Forces Railcard
  • Annual Goldcard
  • Network Railcard
  • Disabled Persons Railcard*
  • Jobcentre Plus Discount Card

(*Disabled Persons Railcard discount is only applicable to the Railcard holder. An accompanying passenger would be required to purchase a ticket separately covering the same journey as that of the card holder).

Once registered for keyGo, add the details of your Railcard, and an image of your Railcard, under the Railcard section of your account. The Railcard must belong to the keyGo account holder.

We will verify the information, and approve or reject the application within 5 days. Your keyGo journeys will then be discounted from the date of approval. Don’t forget to carry your Railcard with you at all times.

Use keyGo on Gatwick Express, Great Northern, Southern and Thameslink services as shown on the keyGo map. Touch your Key Smartcard in and out on the card reader as you travel to ensure your journeys are calculated correctly.

KeyGo can also be used on Great Western services between Redhill and Dorking Deepdene and between Warblington and Brighton.

Use keyGo on Metrobus and Brighton and Hove bus company services in these zones:

  • Brighton, Hove, Falmer, Shoreham and Southwick
  • Burgess Hill
  • Crawley, Gatwick Airport, Horley, Ifield and Three Bridges
  • Dorking
  • Eastbourne
  • Haywards Heath
  • Horsham and Littlehaven
  • Lewes
  • Redhill and Reigate

Find out more about using The Key on buses at:

Travelling with keyGo

Yes you can. At the end of the day, we analyse all your entry and exit taps and apply the most appropriate fare for the journeys you made. For example, if you travelled from Brighton to Haywards Heath, then later in the day travelled to Gatwick Airport, you would be charged a Brighton to Gatwick Airport ticket.

If your journey with us is delayed by 15 minutes or more you can claim compensation under our Delay Repay scheme. With the Key Smartcard you can benefit from Auto Delay Repay. We can in many cases, tell when you may have been delayed and let you know when you're owed compensation. Just select Automatic Delay Repay in your online account preferences.

For further details please visit:

Greatnorthernrail.com/delayrepay

Southernrailway.com/delayrepay

Thameslinkrailway.com/delayrepay

No. We would recommend that you buy a valid paper ticket for the whole journey. Otherwise you would need to get off a train and touch out at the end of the Key area, and then back in at the same station in order to continue your journey outside of The Key Smartcard enabled area.

No. As above, you would need to touch out at the end of the keyGo area, and then re-enter the station using Oyster or contactless in order to continue your journey with another rail operator within the London zones.

keyGo can only be used on Metrobus and Brighton & Hove buses. Please see the keyGo map for the areas covered. Please allow two minutes between your exit tap at a train station and entry tap on the bus to ensure that your Key Smartcard is read correctly on the card reader.

If you already hold a Smart Season or Smart Day ticket and you travel further within the keyGo area, you will only be charged for the additional part of your journey by keyGo. You must ensure you tap at both ends of your journey otherwise you may be charged an Incomplete Journey Charge.

Please check the map for where you are able to travel with keyGo.

Yes, for all train journeys you should touch in and out, even if you hold other tickets on your Smartcard. If you don't, you may be liable to pay the Incomplete Journey Charge of £25 or a Penalty Fare. We reserve the right to cancel your keyGo account for repeated misuse. When travelling on the bus, you only need to touch in.

If you have not touched in or out, we will email you to inform you of the missing tap. You can then log into your account to amend the incomplete journeys. You will have up to the Wednesday following the date of travel to add the missing tap, otherwise a £25 Incomplete Journey Charge will be applied to your account. You can complete 3 journeys online in a 28 day period. After this you should contact Customer Services.

Where possible, we try to auto-fill your journeys based upon your regular journey patterns. If our system has auto-filled the wrong station, you can amend this through your online account.

If you have a smart phone, you can load KeyGo to your Key Smartcard using our mobile app.

Once loaded, jJust touch your Key Smartcard on the card reader at a station and touch out at any of stations in the KeyGo area.

If you don’t want to use our mobile app, you'll need to allow 2 hours from registration before you can make your first journey. As part of the registration process, you will have chosen a station to start your first journey. After your first journey, you can start travelling from any of the stations where KeyGo is accepted as shown on the map.

You are not able to start your first journey on a bus.

KeyGo is valid on all Gatwick Express, Great Northern, Southern and Thameslink services within the KeyGo area.

KeyGo can also be used on Great Western Railway services between Redhill and Dorking Deepdene and between Warblington and Brighton.

It is not possible to start or end your KeyGo journey from Dorking Deepdene as there are no card readers at this station.

KeyGo is only valid for travel on Gatwick Express, Great Northern, Thameslink and Southern services in the keyGo area. You are also allowed to use Great Western services between Redhill - Dorking Deepdene and Warblington - Brighton.

If you travel on another train service, Transport for London services (eg. tube), or beyond the keyGo area, and do not have hold a valid Smart ticket (ie. Season Ticket) on your Key Smartcard, you may incur an Incomplete Journey Charge or a Penalty Fare.

We recommend that you do not sign up to keyGo if you regularly travel to St Pancras with East Midlands Trains. This is because we are unable to receive tap data from East Midlands Trains’ gateline at St Pancras and the system will therefore always treat your journey as Incomplete. To avoid an Incomplete Journey Charge, we recommend you do not add keyGo to your Key Smartcard in this instance.

Payments

Yes. If you hold one of the below Railcards, you can add this to your online account and we will apply the discount to your journeys when applicable:

  • 16-17 Saver
  • 16-25 Railcard
  • 25-30 Railcard
  • Senior Railcard
  • HM Forces Railcard
  • Annual Goldcard
  • Network Railcard
  • Disabled Persons Railcard*
  • Jobcentre Plus Discount Card

(*- Disabled Persons Railcard discount is only applicable to the card holder. An accompanying passenger would be required to purchase a ticket separately covering the same journey as that of the card holder).

To add your Railcard, you must first be registered for KeyGo. Under the Railcard section of your account, add the details of your Railcard as well as an image of your Railcard. The Railcard must belong to the KeyGo account holder.

We will verify the information, and approve or reject the application within 5 days. Your keyGo journeys will be discounted from the date of approval.

You must carry your Railcard with you when you travel.

If you have any credit on your account then we will automatically refund this as part of the account closure process. It can take up to 2 weeks for an outstanding balance on a keyGo account to be refunded.

Bus fares on keyGo will be charged according to whether:

  • you have used the train that day
  • you have made any journeys within one or more keyGo bus zones
  • you have made single or multiple bus journeys
  • you have used the train and bus in more than one keyGo bus zone on the same day e.g. travelled by train between Brighton and Gatwick Airport having boarded buses either side of your train journey Journeys that have included train travel on the same day will be capped at the relevant PlusBus zone fare, providing your keyGo is accepted within that bus zone. Read more information on PlusBus. If you've travelled by bus in more than one keyGo bus zone there will be a multiple zonal price cap which will never be more than the price of 2 bus zones added together.
  • Journeys that have not included train travel will be capped at the relevant day ticket for that bus zone. For more details, visit Metrobus or Brighton & Hove buses.

If you want to cancel keyGo, log into your online account, go to the Key Smartcard section from the main menu then select keyGo account from the left hand side. Click the 'cancel my account' button at the bottom of the screen and follow the steps.

You can check the fares you have been charged for your journeys by logging into your online account and looking under the journey history tab. The journey history details are available for a maximum of 8 weeks.

Log in to your keyGo account online and update with your new card details as soon as you have them. If your card expires and you use keyGo, your keyGo account will be closed and prevent you from further travel.

Your journeys will be calculated and updated daily at 4.30am. Please ensure your bank account has sufficient funds to cover any automatic billing required before travelling.

If we're unable to take payment from the card details you provided, you'll receive an automated email from us to let you know that the payment has failed. Please ensure you have sufficient funds in your account and your card details are kept up to date. If not, we may close your keyGo account.

To use KeyGo, you are agreeing to allow us to take automatic payment for the journeys you make, known as a continuous payment authority, against your registered debit or credit card. This means that you agree for us to pre-authorise your card and then deduct the cost of your travel on an on-going basis (the day after travel).

Pre-authorising a credit or debit card puts a temporary hold on a sum of money in the customer's account (in this case £0.01 - one penny) and typically lasts 3-5 working days. No money is actually debited when a card pre-authorisation takes place, it is simply used to check that the card is active.

At the end of the day, we analyse all your entry and exit taps and apply the most appropriate fare for the journeys you made. The fare will be based upon the ticket types available that day and the time you travelled on our services, we will then charge you the best available ticket(s) for your journeys.

Ticket types include:

Anytime Off-Peak Super Off-Peak
Day Single Day Single Day Single
Day Return Day Return Day Return
One Day Travelcard One Day Travelcard One Day Travelcard

Plus, for journeys wholly within the London Zones 1-6 area, will be charged the appropriate Pay As You Go fare, subject to the relevant Daily Cap charge.

If you have a Railcard added to your online account, the Railcard discount will be applied to relevant journeys.

If you have a child key card, child fares will be charged.

Fares will be standard class only.

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