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Frequently asked questions:
*PLEASE NOTE IT TAKES UP TO 48 HOURS TO TOP UP YOUR CARD*
Why can it take up to 48 hours for online top up to be reflected in my balance?
We are currently using the fastest system available for online top up, to smart card use on bus in Great Britain. In London, if you top up your Oyster card online, and use it first on a bus, it takes up to 48 hours for it to be topped up, unlike when you use it on the tube, as the systems are built into the infrastructure in each station, so it activates the 'online' top-up straight away when you first tap in.
You will find that it mostly takes about 24-48 hours for the AvanchiCard balance to be reflected on the card when topping up online. However, to be on the safe side, we do advise to allow up to 48 hours.
How do I use the AvanchiCard on the bus?
AvanchiCard Concession, PAYG Student, Unlimited & Visitor: When you board the bus, press the card on the yellow card reader on the ticket machine. The green light will flash quickly a few times, and then turn a static green.
I’m a parent/guardian, and I have more than one child using AvanchiCard Student, how do I put both cards on one account
If you need more than one student card on an account, please email your card details to firstname.lastname@example.org, and we will link your accounts for you. Please note that the card holders need to be residing at the same address
What if I lose or break my card?
There is a £5 fee for every replacement AvanchiCard. Students pay £2 for their first replacement, then £5 for cards thereafter.
How will I know when my balance is low on the card?
A ticket will then be printed out of the machine, and this will tell you how many journeys you have left on your card. Alternatively, you can check your balance online at www.libertybus.je. Please note that until the card is first used 'on-bus', the balance will not be visable but you can always call us if you need to check on (01534) 828555.
What number do I call if I have a problem with my card, or any questions?
Our customer service team are contactable on 01534 828555, or by email: email@example.com
I've topped up my Avanchicard online, why can't I see the top up in my account?
When you top up your card online, it is only activated once the card touches our ticket machine. Therefore, after you've used it you'll see the top up but until then, it won't appear.
HEY! I topped up my Avanchicard online this morning and I tried to use it this afternoon, and it didn't work!
Our online top up takes 48 hours, the same as Oyster cards in London. So, it won't work until 48 hours time... if you want immediate top up, go to our customer service desk at Liberation Station and it will go onto your Avanchicard then and there.
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