You can break your journey but to do this you must tap out at a station and tap in again when you wish to continue the rest of your journey. They journey will be worked out based on the taps you have made, for example, if you were travelling between Hove and Southwick and tapped out at Fishersgate and then back in at Fishersgate and continued your journey to Southwick, you would be charged for a single between Hove and Southwick.
Tickets for the key can be purchased online or at self-service ticket machines at Southern stations outside the London Travelcard area. They are not available for purchase on the train. You must be in possession of a valid ticket in your key before travelling.
KeyGo and flexiSeason products are currently not available on the same key smartcard – and flexiSeason is currently only available to a small trial group. By adding both keyGo and flexiSeason products to your key smartcard, there is a chance of both being deducted for one journey.
Yes. An application form will be available from the ticket office or by calling Customer Services on 03451 27 29 20. A card issued without an online registration will mean tickets can only be purchased directly from the self service ticket machines at any Southern Station outside the London area.
You may transfer your current paper ticket to the key as long as you have at least one months validity remaining and the origin and destination stations of your ticket are valid key enabled stations. To transfer your ticket simply follow these steps:
Apply for the key
Visit any Southern manned ticket office outside of London Travelcard area where the key is valid
We will contact you when your key is ready to be collected.
You can use keyGo for travel on buses or trains, or a combination of both in the Brighton and Crawley areas – please ensure you tap in and out at the train station and tap in on the bus. Bus fares will depend on your journey pattern:
Single bus journey will be at the standard bus charge for your area
Multiple bus journeys will be capped at the daily fare rate for your area
PlusBus (train and bus journey) will be charged at a lower rate
Please remember that you will also pay a fare for your train journey. There needs to be a gap of at least 3 minutes between taps between trains and buses.
When you initially register for keyGo you will need to activate the product at a gate or validator at a Southern station, you will then be able to use bus or train for your travel.
No, you won't need a photocard when travelling on a Southern service, however if travelling on another operator they may request to see a photocard or another form of personal identification per the National Rail Conditions of Carriage. Relevant photo identification will also be required to support some discounted tickets e.g.16-25 Railcard.
Yes, for all journeys you should touch in and out at a gate or a freestanding validator. By touching in, you are starting your journey. Customers who fail to touch and out to validate their journey may be liable for a penalty fare.
Yes, a free wallet is provided with the key. We recommend that you do not keep your key card in the same wallet as an Oystercard or contactless payment card as this can cause 'card clash' and affect the key or Oyster card being read on gates and validators.
x> online account. By following the prompts we will be able to refund your debit/credit card or, if you wish, we will provide you with 'e-vouchers' to use for your next purchase either. For refunds on tickets purchased via a self service ticket machine, you will need to call either Southern Customer Services on 03451 27 29 20 or Thameslink and Great Northern Customer Services on 0345 026 4700
There are two ways in which you can buy your tickets for the key, you can buy your tickets online at southernrailway.com/thekey or if you are outside of the London Travelcard area you can buy your tickets from a Southern self-service ticket machine.
There is an online option to cancel your keyGo product, which automatically blocks your product (your key smartcard will still be able to add other products), and closes the keyGo account within four days from the request. Once we have calculated your journeys, the remaining balance will be returned to your bankcard – usually within 4-5 working days.
The easiest way for you to find out when your ticket expires is by logging into your key account online. The self-service ticket machines at the station will also let you know what tickets you have on your key and if using a key validator to touch out, this will display your ticket expiry. You can also setup your online account to send you reminders when your ticket will expire, just as with paper tickets purchased in this way.
If your key stops working or it has been lost or stolen, you can obtain a replacement by visiting southernrailway.com/thekey for a free replacement card, or by speaking to a member of staff at any Southern ticket office who will be able to cancel your existing card and arrange for a new key to be sent to you at your registered address (admin fee will apply at a ticket office).
We will contact you by email if your card is due to expire. Please log into your keyGo account online and update your card details as soon as you receive them from your bank / building society. If your card details are not updated before your original card details expire your keyGo product will be blocked. Changing your payment card details means we need to enable continuous authority on the new card, which will result in an initial top-up from the new card as per the registration process (£20).
KeyGo works by registering your journey and then selecting the best available walk up fare. You must TAP IN at the start of your journey and TAP OUT at the end. Failure to do so may lead in a maximum fare of £25.
Gates and validators are available in all stations in the keyGo areas, please only select either the gate or the validator for entry and exit.
RETURN JOURNEYS - In the case of a return journey, KeyGo customers will be charged the cheapest walk up fare.
The key works through contact with smartcard readers positioned on ticket gates, self service ticket machines or validators at stations. The steps for this are below:
Once you have registered and received the card in the post, tickets can be purchased online at southernrailway.com/thekey, or at the station via the self service ticket machines
Tickets booked online can be loaded onto the card by touching against the smartcard readers located on the ticket gates or validators at the nominated station. Simply hold the key onto the yellow hand on the smartcard reader for a few seconds. The message on the validator will read 'journey started'.
Please Note: If touching against the smartcard reader on the ticket gates or validators, this will also start your journey i.e. the ticket gates will open to allow you through
If you are buying a ticket at the self service ticket machines, hold the key to the reader, select the ticket you wish to purchase, pay for it, and hold the key to the reader again. Once the ticket is loaded onto the card, simply touch your card against the smartcard reader located on the ticket gates or validator to begin your journey. Instructions will be provided on screen
Simply 'touch out' at the end of your journey by placing the key on the reader on the ticket gates or validator when you exit a station. A message will be displayed to show your journey has ended with a green light and an audible beep
NB: Please do not have the key and your Oystercard or any contactless payment card in the same wallet when touching in/out; this may block the card you wish to use from being read.
For your safety and assurance, our payment systems are market leading. Counter fraud services and encryption technology keeps your payments secure. Personal information we hold in relation to your key, including your online key account, is protected using the latest encryption technology and is in line with the latest data protection law making sure your information is secure.
No, the key is not transferable and is only valid for use by the person whose name is on the card and to whom the card has been registered. For your own security, should someone other than the registered user be found to be using your key, this will be retained. If the key is found to be used fraudulently then those involved could be liable for prosecution.
PlusBus tickets can be purchased on your key for the Crawley and Brighton areas (excluding Newhaven and Seaford stations).
You can buy PlusBus tickets in the following ways:
Weekly Season / Single and Return tickets – From the self-service machine at the same time as your train ticket. Just push the 'Add PlusBus' button before you confirm your order.
Monthly or longer and Annual Season tickets – By calling Customer Services on 03451 27 29 20 from Monday – Friday, between 9 and 5. Please note that you must have bought a Monthly or Annual ticket online prior to calling. Customers with a Monthly or Annual Season rail ticket can also buy Weekly PlusBus tickets during the course of the month in this way.
Yes, the key can hold up to 5 tickets at a time. However when buying online we suggest that you purchase ONE ticket per transaction (there is no additional cost), as there is currently a limitation on how many tickets we are able to send to the gate or validator. in a single transaction.
When buying from a self-service ticket machine, please remember there is still a limitation of 5 tickets, which can be stored on a key smartcard.
The key is more reliable and secure than a paper ticket, you will no longer have to worry about worn tickets or tickets no longer working the ticket gates. Should your key card be lost or stolen, you can simply cancel the card via your online account and a new card loaded with your tickets will be send to you. Other benefits are also available, as a key holder you will be able to access a range of discounts which can be found here: southernrailway.com/keybenefits
As the key is registered to you as an individual, on registration you will be asked for:
date of birth
For Child registrations (5-15yrs) this will need to be carried out by parents or guardians. A photo will need to be uploaded. To complete the child registration proof of identification must be presented by the parent or guardian along with the child at any Southern manned ticket office.
If your bank account goes overdrawn or your card details change, an automatic email will be sent to advise you that the automatic payment has failed. Please ensure you have sufficient funds and that your bank details are updated.
You are required to always touch in and touch out on every journey as per the conditions of use. If you do not touch in and out you may be liable to a penalty fare - for repeated misuse, we reserve the right to disable your key.
Please use a different gate/validator – if this isn't possible, then a ticket will need to be purchased. If the tap in fails to be recognised, you will have 4 days in which to advise customer services and if necessary, they will arrange a refund to your keyGo balance.
It is vital that your journeys are completed in order not to incur a maximum charge of £25. All stations within the keyGo areas are gated or have validators, please ensure you hold your card onto the gate or validator until it has registered your journey.
There is a four-day grace period in which you can complete your journey (i.e. tap out on a gate or validator). You can do this by calling our customer service team on 03451 27 29 20. There is no grace period for journeys that have not been started (tapped in on the gate or validator) and should your key be inspected you will be liable for a maximum charge of £25.
A continuous payment authority is a type of automatic payment that you can set up using your debit or credit card. The authority is linked to the bank account or credit card account that your card is linked to.
You need to accept the terms and conditions to use keyGo and authorise continuous payment authority against your registered bankcard. This means that you agree for Southern Railway to deduct £20 once your keyGo account goes below £5, therefore there is no need to buy tickets or “top up” at ticket machines.
KeyGo is Southern's new innovative product which allows customers to pay for their journey via a top up system – similar to a pay as you go system. Once you have a key smartcard you will be able to register for keyGo! This will deduct £20 from your nominated payment card and journeys will be debited from this amount until it drops below £5, when a further deduction will be requested.
The key is a reusable smartcard, which can have various types of ticket, including season tickets, added again and again.
The key smartcard is based on ITSO (itso.org.uk) which is a Government backed specification and is being used across the country's public transport for all future smartcard schemes. With all transport providers using the same ticketing system, integrated transport will be easier to promote with the potential for operators to link up and provide more tickets which can be used across a number of operators.
The key smartcard is similar in nature to London's Oyster card. You hold it against a smartcard reader to 'touch in' and 'touch out', accessing the network through ticket gates or via the validators at stations.
The smartcards will evolve over time with many possibilities for the future. For example, they could be used in the future to hold car park tickets or indeed to hold 'cash' which could be used at station or train retail outlets making the overall journey more straightforward for our passengers.
Ticket products that can be loaded onto the key are:
Online – weekly, monthly or longer, and annual* season tickets, Anytime and return tickets
Self Service Ticket Machines – weekly season tickets and Anytime and Off Peak tickets and PlusBus - outside the London area
All other ticket types can still be bought as paper tickets.
*When purchasing an annual season ticket, your gold record card will be automatically issued and posted to your registered address. New products are being rolled out over the coming months, please refer to our website for updates.
Currently you can collect your key tickets on ticket gates and validators outside of the London Travelcard area. We are hoping that tickets can be collected from ticket gates and stand alone validators within London area by the end of 2015.
KeyGo enables passengers to travel using the key smartcard within the Brighton area (Shoreham-by-Sea, Southwick, Fishersgate, Portslade, Aldington, Hove, Brighton, London Road (Brighton), Moulescomb, Falmer) in conjunction with the Brighton and Hove Bus and Coach Company Limited and the Crawley area (Ifield, Crawley, Three Bridges, Gatwick Airport, Horley), in conjunction with Metrobus Limited.
Please be advised that you use keyGo within the two areas and not between them.
For example, you can travel from Shoreham to Portslade on a Southern train and then take a bus to your desired destination.
Please note you are not able to travel between the Brighton to Crawley (and vice versa) areas on keyGo
Key readers are located on all Southern ticket gates. Key validator posts are also available at all stations outside of the London Travelcard area where gates are not available and are positioned near the entrance/exit to the station, including those used when ticket offices are closed. Inside of the London Travelcard area, you will be able to touch the existing Oyster validators at Southern stations. You will need to touch in and touch out on the readers located on the ticket gates or validator posts at the start and the end of your journey.
If you lose your key or there is a query with your key we want to make sure that we can get any unused tickets back to you or that you can talk to us about your key.
Information we collect from you includes, title, first name, and surname, address, telephone number, email address, date of birth and gender.
If you have ticked the relevant box on the application form, we may also contact you to keep you updated with information about other Go-Ahead group services and also to inform you of special offers and other related products and services from Go-Ahead Group Companies. You can opt out from receiving emails, by logging into your account at southernrailway.com/thekey and changing your preferences in your online account.
Yes, a birth certificate, medical certificate or passport will need to be provided as proof of age for a child.
Once an online application is completed the authorisation of a child key must be completed at a Southern ticket office where the birth certificate, medical certificate or passport can be checked. Once verification has taken place, the child key will then be posted direct to the address provided on application.
Please ensure that adequate time provision is made for the authorisation of a child key prior to any required ticket purchase or travel.
Yes, the existing London Oyster card system has been updated to also accept the key for travel.. From the 21st October 2013 the key has been accepted on all gates at London Victoria, Clapham Junction and East Croydon, you can now also load a Travelcard onto the key for use on National Rail, London Underground, DLR and buses