The Key Smartcard
Answers to frequently asked questions on using The Key Smartcard when you travel in and out of London with Great Northern.
Intro to the Key Smartcard
You can travel by train with The Key Smartcard at most stations on the Great Northern, Southern and Thameslink network, and you can travel on Gatwick Express if your ticket is valid on that service.
Our Key Smartcard works on the South Western Railway network as well, so you can tap in at any South Western Railway station. You can buy a South Western Railway Smart ticket on our website, load it on to your Key Smartcard, and collect it from any South Western Railway station.
| Ticket type | Buy online | Buy at ticket machines (non Oyster machines only) |
|---|---|---|
| Annual season tickets and Travelcard season tickets for Tube, buses, London Trains, trains and the Docklands Light Railway | Yes | No |
| Monthly or weekly season ticket | Yes | Yes |
| Anytime single and return tickets | No | Yes |
| Off-Peak single and return tickets | No | Yes |
Ticket machines between Waterbeach and Kings Lynn are coming soon.
When you buy a ticket online you must collect it from your chosen station. You can also purchase a ticket from any of our ticket machines outside of London.
*Super Off-Peak tickets are not currently available.
You can currently get a Key Smartcard, and purchase tickets for your Key Smartcard, from a member of staff at these ticket offices:
- Alexandra Palace
- Angmering
- Arlesey
- Arundel
- Ashtead
- Ashwell & Morden
- Balcombe
- Baldock
- Balham
- Barnham
- Battersea Park
- Beckenham Hill
- Bedford
- Bellingham
- Berwick
- Bexhill
- Biggleswade
- Billingshurst
- Bognor Regis
- Bowes Park
- Brighton
- Brookmans Park
- Burges Hill
- Buxted
- Carshalton
- Carshalton Beeches
- Caterham
- Catford
- Cheam
- Chichester
- Chipstead
- Christs Hospital
- City Thameslink
- Coulsdon South
- Coulsdon Town
- Crawley
- Cricklewood
- Crofton Park
- Crowborough
- Cuffley
- Denmark Hill
- Dorking
- Dormans
- Downham Market
- Durrington on Sea
- Earlswood
- East Croydon
- East Dulwich
- East Grinstead
- Eastbourne
- Edenbridge Town
- Elephant & Castle
- Elstree & Borehamwood
- Emsworth
- Enfield Chase
- Epsom
- Eridge
- Ewell East
- Falmer
- Farringdon
- Finsbury Park
- Flitwick
- Ford
- Gatwick Airport
- Gipsy Hill
- Gordon Hill
- Goring by Sea
- Grange Park
- Hackbridge
- Hadley Wood
- Ham Street
- Hampden Park
- Harlington
- Harpenden
- Harringay
- Hassocks
- Hatfield
- Haydons road
- Haywards Heath
- Hendon
- Hertford North
- Hitchin
- Horley
- Hornsey
- Horsham
- Hove
- Huntingdon
- Hurst Green
- Ifield
- Kenley
- Kings Lynn
- Kingswood
- Knebworth
- Lancing
- Leagrave
- Leatherhead
- Letchworth Garden City
- Lewes
- Lingfield
- Littlehampton
- Littlehaven
- London Blackfriars
- London Road Brighton
- London Victoria
- Loughborough Junction
- Luton
- Luton Airport Parkway
- Meldreth
- Merstham
- Mill Hill Broadway
- Mitcham Eastfield
- Mitcham Junction
- Moulsecoomb
- New Barnet
- New Southgate
- Newhaven Town
- Norbury
- North Dulwich
- Nunhead
- Oakleigh Park
- Oxted
- Palmers Green
- Peckham Rye
- Pevensey & Westham
- Plumpton
- Polegate
- Portslade
- Potters Bar
- Preston Park
- Pulborough
- Purley
- Purley Oaks
- Queens Road Peckham
- Radlett
- Ravensbourne
- Redhill
- Reedham
- Reigate
- Riddlesdown
- Royston
- Rye
- Salfords
- Sanderstead
- Sandy
- Seaford
- Selhurst
- Shoreham By Sea
- South Bermondsey
- South Croydon
- Southbourne
- Southwick
- ST Albans City
- ST Neots
- St Pancras
- Stevenage
- Streatham
- Streatham Common
- Streatham Hill
- Sutton
- Tadworth
- Tattenham Corner
- Thornton Heath
- Three Bridges
- Tooting
- Tulse Hill
- Uckfield
- Upper Warlingham
- Waddon
- Wallington
- Wandsworth Common
- Watton at Stone
- Welham Green
- Welwyn Garden City
- Welwyn North
- West Hampstead Thameslink
- West Norwood
- West Worthing
- Whyteleafe
- Whyteleafe South
- Winchmore Hill
- Wivelsfield
- Woldingham
- Woodmansterne
- Worthing
Which smart ticketing product is best for me? Compare The Key Smartcard and KeyGo bolt on feature.
| Tickets available | Key Smartcard | KeyGo |
|---|---|---|
| Buy weekly, monthly or annual season tickets online | Yes | No |
| Weekly, monthly or annual Travelcard season tickets for the Tube, buses, trams, trains and the Docklands Light Railway | Yes | No |
| Anytime single and return tickets | Yes | No |
| *Off-Peak single and return tickets | Yes | No |
| Pay as you go | No | Yes |
*Pay as you go on Gatwick Express, Great Northern, Southern and Thameslink.
KeyGo allows you to top up The Key Smartcard for use for pay as you go travel. When using KeyGo we’ll only charge you for travel you take outside of any season tickets you also hold on The Key Smartcard.
If you add KeyGo to your card, you need to make sure that you tap in and out at the start and end of your trip to avoid being charged a £25 incomplete journey fee.
Getting the key
The Key Smartcard is our contactless smartcard which means you can buy tickets at home and collect via the mobile app, or collect from a gate or validator at a station nominated by you. This will allow you to fast-track through the station and avoid queues at the ticket office.
Order your Key Smartcard here. Please allow 7 working days for your smartcard to arrive at your home address.
If you are travelling on Gatwick Express, Great Northern, Thameslink and Southern you can set up a KeyGo account on your Smartcard which is similar to 'Pay as you go'. KeyGo will calculate the best day fare for your journeys based upon the tickets you could have purchased that day. You can also buy single and return tickets on the Key on self service ticket machines.
Yes, as long as you have at least one month’s validity remaining and the origin and destination stations of your ticket are Key Smartcard-enabled stations. You must also have purchased your ticket from one of our stations or from our website. Unfortunately it is not possible to transfer your Season ticket if it has been discounted.
To transfer your ticket:
- Check that your origin and destination is available on The Key Smartcard by checking the map
- Apply for The Key Smartcard online
- Visit any staffed Great Northern, Southern or Thameslink ticket office outside of the London Travelcard area. See our map
- We’ll then contact you when your Key Smartcard is ready to be collected, usually within 5 working days
16 – 25 Railcard
26 – 30 Railcard
Senior Railcard
Annual Goldcard
Network Railcard
HM Forces Railcard
Disabled Persons Railcard
When applicable, railcards can be used with tickets bought for The Key Smartcard. Please ensure you select your railcard type when you buy your tickets at self-service machines. Railcard discounts are not valid on season tickets.
Buying tickets
Tickets you buy online:
- Flexi Season tickets
- Season tickets
To buy Season tickets online you need to:
- Under the Season tickets tab, select your journey and the ticket you require
- If available, the Key Smartcard will be offered as a delivery option. Please note that only one ticket can be bought in a transaction to be offered the Key Smartcard as a delivery option
- Continue by selecting your payment method. Login to your online account or register for an account to order a Key Smartcard
- If you already have a Key Smartcard, choose a station to collect your ticket, then continue to payment. Allow 2 hours before attempting collection from your nominated station. At the station, touch your Key Smartcard on the card reader
- If you have ordered a new Key Smartcard, continue to payment. Your Key Smartcard will be posted to you with your Season ticket pre-loaded and ready to use
From our Ticket Offices:
- Singles and returns
- Flexi Season tickets
- Season tickets
From our self-service ticket machines:
- Singles and returns
- Season tickets
Our self-service ticket machines will have on screen instructions.
No, you must buy a ticket for your Key Smartcard and collect it before you get on the train. Buy tickets online or at any of our ticket machines outside the London area.
| Ticket type | Buy online | Buy at ticket machines (non Oyster machines only) |
|---|---|---|
| Annual season tickets and Travelcard season tickets for Tube, buses, London Trains, trains and the Docklands Light Railway | Yes | No |
| Monthly or weekly season ticket | Yes | Yes |
| Anytime single and return tickets | No | Yes |
| Off-Peak single and return tickets | No | Yes |
Ticket machines between Waterbeach and Kings Lynn are coming soon.
When you buy a ticket online you must collect it from your chosen station. You can also purchase a ticket from any of our ticket machines outside of London.
*Super Off-Peak tickets are not currently available.
Yes you can. If your Annual Season ticket is for travel in the South East of England, you will still receive your Gold Card discounts on leisure rail travel for yourself and others, if your Season ticket is on the Key Smartcard. The only difference is you will receive a separate Gold Record Card in the post from your Key Smartcard, and your actual season ticket for travel will be held on your smartcard. Use your Gold Record Card when buying discounted tickets for yourself and others.
For further information about Annual Gold Card discounts please visit National Rail Enquiries.
You can currently get a Key Smartcard, and purchase tickets for your Key Smartcard, from a member of staff at these ticket offices:
- Alexandra Palace
- Angmering
- Arlesey
- Arundel
- Ashtead
- Ashwell & Morden
- Balcombe
- Baldock
- Balham
- Barnham
- Battersea Park
- Beckenham Hill
- Bedford
- Bellingham
- Berwick
- Bexhill
- Biggleswade
- Billingshurst
- Bognor Regis
- Bowes Park
- Brighton
- Brookmans Park
- Burges Hill
- Buxted
- Carshalton
- Carshalton Beeches
- Caterham
- Catford
- Cheam
- Chichester
- Chipstead
- Christs Hospital
- City Thameslink
- Coulsdon South
- Coulsdon Town
- Crawley
- Cricklewood
- Crofton Park
- Crowborough
- Cuffley
- Denmark Hill
- Dorking
- Dormans
- Downham Market
- Durrington on Sea
- Earlswood
- East Croydon
- East Dulwich
- East Grinstead
- Eastbourne
- Edenbridge Town
- Elephant & Castle
- Elstree & Borehamwood
- Emsworth
- Enfield Chase
- Epsom
- Eridge
- Ewell East
- Falmer
- Farringdon
- Finsbury Park
- Flitwick
- Ford
- Gatwick Airport
- Gipsy Hill
- Gordon Hill
- Goring by Sea
- Grange Park
- Hackbridge
- Hadley Wood
- Ham Street
- Hampden Park
- Harlington
- Harpenden
- Harringay
- Hassocks
- Hatfield
- Haydons road
- Haywards Heath
- Hendon
- Hertford North
- Hitchin
- Horley
- Hornsey
- Horsham
- Hove
- Huntingdon
- Hurst Green
- Ifield
- Kenley
- Kings Lynn
- Kingswood
- Knebworth
- Lancing
- Leagrave
- Leatherhead
- Letchworth Garden City
- Lewes
- Lingfield
- Littlehampton
- Littlehaven
- London Blackfriars
- London Road Brighton
- London Victoria
- Loughborough Junction
- Luton
- Luton Airport Parkway
- Meldreth
- Merstham
- Mill Hill Broadway
- Mitcham Eastfield
- Mitcham Junction
- Moulsecoomb
- New Barnet
- New Southgate
- Newhaven Town
- Norbury
- North Dulwich
- Nunhead
- Oakleigh Park
- Oxted
- Palmers Green
- Peckham Rye
- Pevensey & Westham
- Plumpton
- Polegate
- Portslade
- Potters Bar
- Preston Park
- Pulborough
- Purley
- Purley Oaks
- Queens Road Peckham
- Radlett
- Ravensbourne
- Redhill
- Reedham
- Reigate
- Riddlesdown
- Royston
- Rye
- Salfords
- Sanderstead
- Sandy
- Seaford
- Selhurst
- Shoreham By Sea
- South Bermondsey
- South Croydon
- Southbourne
- Southwick
- ST Albans City
- ST Neots
- St Pancras
- Stevenage
- Streatham
- Streatham Common
- Streatham Hill
- Sutton
- Tadworth
- Tattenham Corner
- Thornton Heath
- Three Bridges
- Tooting
- Tulse Hill
- Uckfield
- Upper Warlingham
- Waddon
- Wallington
- Wandsworth Common
- Watton at Stone
- Welham Green
- Welwyn Garden City
- Welwyn North
- West Hampstead Thameslink
- West Norwood
- West Worthing
- Whyteleafe
- Whyteleafe South
- Winchmore Hill
- Wivelsfield
- Woldingham
- Woodmansterne
- Worthing
Registering the key
As a parent or guardian of a child aged 5 to 15 years, you’ll need to provide the same information online as you do to register as an adult – name, address, date of birth and contact details. However, you’ll also need to provide a passport-style digital photograph of them for their smartcard.
To complete a child’s registration you must also verify the child’s age at any staffed Great Northern, Southern or Thameslink ticket office along with proof of identification, such as a passport or birth certificate.
Using the key
Yes, for all train journeys you should touch in and out, or you may be liable to pay a penalty fare. This is particularly important for users of keyGo and to benefit from Auto Delay Repay. For repeated misuse, we reserve the right to disable your Key.
We’re here to help. For these and other queries, please get in touch with us.
Smartcard readers are located either at the ticket gates or near the entrance/exit to those stations with freestanding validators. Either way, they are easy to spot with a yellow disk. When travelling in the London area, use the Oyster reader at valid locations.
Other options to minimise social contact
- If you are not travelling as frequently as before, keyGo is our pay as you go option, which might be a suitable alternative for you. Find out more
- Contactless pay as you go is a convenient way to travel within London. There is no need to top up or queue for tickets at the station, so just tap in and out with your debit or credit card. Find out more
- Etickets are a great way to get tickets emailed to you, so you don’t have to queue to collect your tickets at the station. Just select ‘eticket’ as delivery option when you book a ticket. Find out more
- If you have a Railcard, you can benefit from great discounts. Buy your ticket online, and add your railcard info, to start saving. Find out more
Travelcards, Oyster cards, and other networks
Replacing and transferring the key
Paper Season tickets
Please report a lost or stolen season ticket valid for one month or longer to a staffed Great Northern, Southern or Thameslink Railway ticket office as soon as possible to arrange for a duplicate season ticket application form to be issued.
This is not currently available to report this online.
A non-refundable administration fee of £20 is payable for each duplicate application. This needs to be paid at the ticket office when the request for a duplicate ticket is made. The ticket office will provide a payment receipt for the administration fee and issue a duplicate application form.
If your photocard has also been lost/stolen this will need replacing prior to submitting a duplicate season ticket request. A passport style photo will be required to enable the ticket office to issue a replacement photocard. Details of the new photocard number should be included in the application.
You will be required to complete the duplicate season ticket application form and send it along with the payment receipt to the ‘FREEPOST’ address on the form within 7 days of receiving the application form.
You should also report any theft to the police.
We will refund (with no administration charge) the cost of tickets purchased that match the journey details of the season ticket being replaced while you were waiting for the duplicate ticket to be issued. A letter confirming the dates you are eligible to receive a refund for will be sent to you along with the duplicate ticket. You should take the letter along with the tickets to a Great Northern, Southern or Thameslink staffed ticket office and arrangements will be made for you to receive your refund.
Please note we do not issue duplicates for weekly season tickets.
Damaged paper tickets
If your paper ticket is faded or damaged, or doesn't work in automatic ticket barriers, you can return it to any Gatwick Express, Great Northern, Southern or Thameslink ticket office where we'll happily replace it free of charge.
Key Smartcard
Flexi Season tickets
The best way to do this is by logging into your account to request this yourself. Log in to your account to cancel and replace your existing Smartcard.
You can also report the loss or theft of a Key Smartcard by calling our team to arrange a replacement:
- 03451 27 29 20 (for Southern Website issued Smartcards)
- 03450 26 47 00 (for Thameslink or Great Northern Website issued Smartcards)
You can apply for up to two replacement Smartcards free of charge; further requests may incur a fee.
You will receive your replacement smartcard with any unused day passes for you to use within the original validity 28-day period. If you are close to the end of the validity period and think you might not have time to use the passes, you may want to apply for a refund.
If the lost/stolen season ticket or Smartcard was not purchased from a Great Northern, Southern or Thameslink website or ticket office you must contact the original retailer.
Please note our Ticket Offices cannot issue replacement smartcards.
Season tickets
Please note this does not apply to Flexi Season tickets, please see above for Flexi Season tickets.
The best way to do this is by logging into your account to request this yourself. Log in to your account to cancel and replace your existing Smartcard.
You can also report the loss or theft of a season ticket held on a Key Smartcard by calling our team to arrange a replacement:
- 03451 27 29 20 (for Southern Website issued Smartcards)
- 03450 26 47 00 (for Thameslink or Great Northern Website issued Smartcards)
You can apply for up to two replacement Smartcards free of charge; further requests may incur a fee.
Whilst waiting for your new card to arrive you will need to buy paper tickets to travel. Please keep these tickets as you will be able to claim a refund for them on receipt of your replacement Smartcard.
Refunds will be processed at any Great Northern, Southern or Thameslink ticket office providing the season ticket is active at the time of loss. A £10 admin fee will be applied to all tickets as per our Smartcard refund policy.
When requesting a duplicate season ticket you are agreeing to return the lost season ticket to the Duplicate Office immediately if it is subsequently found.
If the lost/stolen season ticket or Smartcard was not purchased from a Great Northern, Southern or Thameslink website or ticket office you must contact the original retailer.
Refunds and compensation
If your train journey 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.
To claim compensation and for further information about Auto Delay Repay, please visit our Delay Repay page. We can also automatically notify you when we think you’ve been delayed. Just tick the box for Automatic Delay Repay in the preferences section of your online account.
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