Common Questions

Service note : Citymapper PASS will be shut down on 18th June 2023

When will I receive my Pass?

Your Pass will be with you within 1-2 weeks after you've placed your order.
To confirm your order we run an identity check and process the first week's payment. Once this is done you will get an email confirmation and can find your shipping date in the app. 

Until when can I activate my Pass?

The last date you can activate your Pass is the 10th of June, 2023. Your Pass will then be active until the 18th of June, 2023 after which the service will be stopped.

Until when can I use my Pass?

Citymapper Pass will be discontinued on the 18th of June, 2023. You can keep using it until that date. Starting 19th June, your Pass will no longer work.

Why was I charged before I received the Pass?

You have been charged for your first week's subscription in advance. Once your Pass arrives, your first week of travel is already covered. If you signed up for Pass before the most recent TfL price increase (March 5th, 2023) you will be charged for the price difference between the signup and activation date, this is usually a few £.

When does my subscription start? 

Your subscription will begin the first Monday after you activate your Pass in the app. You need to activate your Pass before the 10th of June, 2023.

How do I activate my Pass?

You can activate the Pass after you receive a letter with your card and activation code. Go to the Pass tab and tap 'Activate Now'.
 
If you are having problems, please check if you have the latest version of the app and that you are logged in using the same details you used when ordering your Pass. 

Got more questions? Check our full FAQ >