Pop Card Not Working? Here's What to Do

Card showing negative balance or insufficient funds

On Metro, you cannot start a journey if your Pop PAYG card has a zero or negative balance. You will need to top up before travelling. The exception is if your card is in credit when you touch in — Nexus will allow one last trip even if it takes your balance into negative, but the card cannot then be used again until you top up.

Online top-up not showing on card

If you topped up online or via the Pop App, you need to collect the credit at a Metro station. Touch your card on a validator, gate, or ticket machine to load the top-up. Allow up to 48 hours after purchasing online, though it is often available sooner.

Incomplete journey / maximum fare charged

If you forget to touch in or out, your journey will be incomplete and you may be charged a maximum fare — the cost of an all-zone single journey. If this happens, log into your online account at nexus.org.uk and follow the instructions to close your journey to avoid being charged the maximum fare.

Card not being read

Make sure you are touching the card flat against the centre of the yellow validator or orange gate reader and holding it there briefly. If you have multiple contactless cards in a wallet, interference can occur — try removing the Pop card and tapping it directly on the reader.

Lost or damaged card

If your card is registered, contact Nexus Customer Relations as soon as possible to report it lost or stolen. Call 0191 20 20 747 (Monday–Friday, 9am–5pm). A replacement can be issued with your remaining balance transferred. If your card is unregistered, the balance cannot be recovered.

Still having problems?

Contact Nexus Customer Relations on 0191 20 20 747 (Monday–Friday, 9am–5pm).