TfWM app help and support
This page is for the new TfWM app. Please make sure you are using the latest version of the app. You can find out more and download the new app here.
About the TfWM app
You can use the TfWM app to:
- Find your closest mode of transport
- See live departure information for bus, train and tram
- Plan ahead and use Google Maps to find the quickest route to your destination
- Find and purchase tickets, including child tickets
- Top up your card
- Collect credit and tickets on your Swift card
- Access your Swift account
- Manage your linked child account
- Report your Swift card as lost or stolen
App FAQs
No, this is a new app so you will need to add your favourites. You can find out how on this page, under 'Adding a favourite bus, tram or train stop in the app'.
Not yet – we are still working on this feature.
We’ve improved the Swift account based on customer feedback. You will need to reset your password to sign in to your account for the first time. To find out more about the improvements and how to access your account, please visit our webpage.
Yes, this feature is now available in the app.
Important updates
Information for iOS users
We are aware of an issue with the transport icons on the nearby map. You may notice that in some instances bus, train or tram icons disappear from the map. We are working to resolve this and apologise for any inconvenience.
Whilst we fix the issue, please try the following possible solutions when navigating map stops:
- Deselect and re-select the relevant transport filter. This resolves the issue for some users.
- Once you find the stop you need, add this to your Favourites, and this can be viewed in the Favourites tab.
Collect a ticket or top-up using the app
You'll need:
- a phone with Near Field Communication (NFC), so that your phone can read and update your card
- access to the internet
How to collect a ticket or top-up your card
- Tap on ‘Tickets’
- Tap on 'Collector'
- Hold your card against the back of your phone (if you have an iPhone you will need to select 'Scan card')
- Wait until you see the confirmation message on the screen
- Your card is now ready to use
Collection tips
It can take up to 15 minutes for your ticket or top-up to be ready to collect. Wait a few minutes and try again.
There are a few things you can try:
- make sure Near Field Communication (NFC) is switched on in your phone, settings and that your card is positioned correctly
- make sure your phone is connected to the internet
- if you have a case on your phone, take it off when trying to collect
- if you have an iPhone, try placing your card on the front of the screen when trying to collect
- ensure you don't remove your Swift card from the phone until you see a confirmation message
- check for app updates and install the latest update
- check your phone is up to date with the latest software updates
After checking the tips above, if you are still unable to collect your ticket using your phone, you can:
- consider trying a Swift or Metro ticket machine.
- contact Swift Customer Services
Adding a favourite bus, tram or train stop in the app
The TfWM app allows you to save your favourite stops using the following steps.
- After opening the app, tap the relevant mode(s) e.g. bus, tram or train
- Tap the icon that represents your desired bus, tram or train stop
- Tap the stop name e.g. Birmingham New Street
- Tap 'Favourite'
- Tap the 'Favourite' icon at the bottom of your screen – your selected stop(s) will now appear in this section
How to register your Swift card
- Sign in to your Swift account
- Select 'Add a Swift card to my account'. This can be found under 'Account options' on your account homepage
- Enter your 18 digit card number and select 'Add card to account'
- Wait for the 'card registered' confirmation message
- Your card is now registered to your account
Replace a lost or stolen Swift card
If your card is registered online, you can replace a lost or stolen Swift card by signing in to your account and selecting the card you want to replace. This includes older person's and disabled person's travel passes.
If your Swift card begins with 633597 0112, this means it was issued by National Express, so we’re unable to replace it. You’ll need to contact them directly.
The replacement fee for your card is £7.50.
Your new card will arrive within 5 working days.
Your original card will be permanently blocked and no longer valid for travel.
If your card has been stolen, report the theft to the police and get a Crime Reference Number.
You can then request a replacement card by contacting Customer Services. You will need to provide your crime reference number.
A free replacement card will arrive within 5 working days.
While you wait
If you need to continue to travel while you wait for your new card to arrive, you will need to purchase additional tickets to cover your journey.
If you don’t receive your new card within 5 working days, contact Customer Services.
Closing my Swift account
As a customer, we understand that you may wish to close your account for various reasons. To do this, follow the steps below:
- Sign in to your account
- Navigate to 'your account' in the main menu
- Select 'account settings'
- Select 'Close your account'
- Once we receive your request, we will review and close your account within 30 days of receiving your request.
Please note, if there are queries, we may contact you during this period.
If you delete your account, you will lose access to this account's associated travel card and payment history.
Managing your Direct Debit
Select an option below to find out more.
To apply and set up a new direct debit you can find and buy Direct Debit tickets using our ticket finder.
Alternatively you can download and complete a paper form and post to us to the address on the form.
- Download an Adult application form to print out, fill in and send back to us
- Download a Child application form to print out, fill in and send back to us
We have created a service to help you cancel your Direct Debit.
To update your bank details:
- Download the Direct Debit form to print out, fill in and send back to us
Use this form to update your details.
Operators
For contact details, service information, and accepted tickets visit our dedicated operator page.
Replace a lost or stolen Swift Card
The quickest way to request your replacement is using our online portal.
There is a £7.50 charge for replacements and your new card will be posted to you within 5 working days of submitting your request.
Visit our dedicated webpage to find out more.
Lost property
If you've lost something we can help, get in touch with us.
Report a problem
If you’ve spotted something damaged or faulty while travelling on the network, let us know by reporting a problem.
Contact us
If we haven't answered your question, feel free to contact us.