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. 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 account until it drops below £5.
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.
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.
keyGo is not valid for travel on any other operator’s services within these bus zones.
keyGo is only valid for travel on Metrobus or Brighton & Hove bus services within the above listed areas and not between keyGo bus zones.
No, keyGo and other key tickets are not able to cover part journeys. Should you wish to travel outside of the keyGo area – i.e. from Brighton to London Victoria - you will need to get a ticket that covers the full journey.
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.
Bus fares on keyGo will be charged depending on the following:
Whether you have used the train or not that day
Whether you have made a single or multiple journeys within one keyGo bus zone.
If you have used the train and bus services in more than one keyGo bus zone e.g. travelled by train between Brighton and Gatwick Airport having used bus services at both ends of your train journey on the same day.
Journeys that have included train travel on the same day will be capped at the relevant PlusBus zone fare, for full details please visit www.plusbus.info- Please remember to ensure the bus zone is covered in the keyGo bus areas.
Where bus travel has been made in more than one keyGo bus zone there will be a multiple zonal cap price which will never be more than the price of two bus zones added together.
Journeys that have not included train travel will be capped at the relevant Metrobus or Brighton & Hove bus company day ticket for that zone. For full details please visit www.metrobus.co.uk or www.buses.co.uk
When initially registering for keyGo you will need to activate the product at a gate or validator at a Southern railway station, you will then be able to use the bus or train for your travel. Please note you are not currently able to activate the product on buses.
Please be aware that you need to allow 3 minutes between the time you touch out at a train station and touch in on a bus. This is to avoid the risk of card pass-back and associated misuse.
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.
Should you need to cancel your keyGo account, you will need to cancel your product online and any balance outstanding will be automatically refunded which may take up to 2 weeks to ensure any journeys made prior to cancellation are correctly accounted for. There is no need to contact our customer service team unless a problem remains after this time.
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).
Once you have registered for a key smartcard you can log in to your online account and sign up for keyGo, following the instructions on the keyGo section of the online account. After you have signed up for keyGo, your registered bankcard will be debited £20. You will need to allow two hours before you can travel to activate your keyGo account. To activate your keyGo account you will need to present your key smartcard flat on a yellow card reader which could be located on a ticket gate or a free standing validator at a Southern station shown on the smartcard route map.
We will contact you by email if your payment 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).
For starting your journey on the train you must always touch “in” your key smartcard flat on a yellow card reader at the ticket gate or a free standing validator at the station where you start your journey. If you do not touch “in” you may incur a maximum fare. For starting your journey on the bus you must always touch “in” your key smartcard flat on the validator.
For ending your journey on the train you must touch “out” your key smartcard flat on a yellow card reader at the ticket gate or a free standing validator at the station where you end your journey. If you do not touch “out” you may incur the maximum fare. Please note for bus journeys you do not need to touch “out”.
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 card 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.
You are required to always touch in at the start of every bus and train journey and touch out at the end of your train journey as per the conditions of use. If you do not touch in and touch out you may be liable to pay the maximum charge (£20) for repeated misuse, we reserve the right to disable your keyGo product on your key smartcard.
You are able to travel outside of the keyGo area by train if you have a valid season ticket for that route. Should you only have a keyGo product on your key smartcard and you travel outside the keyGo area, you may be liable to a pay the maximum charge.
Repeated misuse and invalid journeys may result in the keyGo product being permanently removed from your key card.
An incomplete journey is a journey that has been started or finished without your key smartcard being touched in or out on a gate or validator. It is vital that your train journeys are completed in order not to incur a maximum charge of £20.
If the touch in fails to be recognised, you will have four days grace in which to advise customer services and they will complete your journey.
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 and should your key be inspected you will be liable for a Penalty Fare.
A continuous payment authority is a type of automatic payment that you can set up using your debit or credit card for your nominated account.
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.
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 on the train using their key smartcard for journeys to and from any key enabled Southern station outside of the London Travelcard area with the exception of stations between Sanderstead and East Grinstead / Uckfield.
Bus travel is available on Metrobus and Brighton & Hove Bus Company services (please see “can I use keyGo on the bus” section for more information.
Please click here to view our keyGo and keyGo bus zone keyGo route map
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