1The New NX Bus App Ticket 2019

What is it?We’ve launched our all-new NX Bus app which brings mTickets and live bus tracking into one single place. We’ll be retiring the current mTicket app towards the end of September and gradually removing the number of available tickets on sale in this older app.

The new app includes:

● mTickets● My Account Function● Live bus tracking & predictions - With improved usability

http://nxbus.co.uk/bus

2What about the old apps?

These apps will be retired soon

NX Bus mTickets AppWe’ll gradually remove the tickets in the old mTickets app starting with the 4 week tickets first. We’ll be emailing existing customers with instructions on how to move any existing tickets over to the new app.

National Express West Midlands AppThis app is no longer available to download and will cease to function over coming weeks.

Old NXWM Bus App Old NX mTickets App

3Ticket FAQs

How will tickets migrate from the old to the new app?

Existing mTicket accounts will be merged with the the new app, however for security reasons a new acTo do this, customers need to follow these steps (screenshots of the process are on the next screens):

If you have active tickets on the current mTickets app or have products in your wallet; following the simple steps below will get you up and running with our new app. Any tickets you have already bought will be transferred automatically.

1) Download the NX Bus app from the app store http://nxbus.co.uk/bus

2) In the top menu, go to ‘Sign in/Create Account’ and press the blue ‘Sign up now’ button to create a new account. Please ensure you enter the same email address that you used to register yourself on our current mTicket app.

3) If you have bought any tickets that are active or unused on the existing app, we’ll send you another email allowing you to confirm that you wish to move them over to the new app.

If you need help with any of the above please call our team on 0121 254 7272 (select option 4 & then select option 2)

4Migrating Tickets - Confirm Ticket Transfer

On the ticket transfer website, choose contact preferences and then

click Migrate tickets

The customer will receive confirmation and an email - once this is done, tickets will be available in their new app wallet. If tickets have not appeared instantly, check they are signed in

to the correct account and whether the refresh button on the wallet has been pressed..

The customer will receive an email confirming their account is set up and

ready for tickets to be migrated. In this email will be a link to the ticket transfer

website

5I’ve registered on the new app but forgot my password

Click on sign in/create account Choose forgot password Enter same email address as old mTicket account

Receive code (Check spam folder)

6Reset account password

Enter code and click verify Enter new password Sign in to account

7Help! I can’t see my tickets

Try these steps if you have purchased tickets that are now no longer showing

● Are you signed in? Check this by going to the side menu and ‘Your Account’. If you aren’t signed in please ensure you sign in using the exact same account used when purchasing.

● Close the app and restart it● Check you have internet connection● Logout and log back in again● If you need help with any of the above please call our team on

0121 254 7272 (select option 4 & then select option 2)

8Visual Ticket FAQs

Why is the app asking me for access to my camera?

● The app uses the phone's front-facing camera as a mirror ONLY to show to the driver that it’s an active ticket?

Why have you changed the ticket screen?

● We do this as a means of eliminating fraud on m-tickets. Much thought and learning has gone towards making this decision.

● The app blocks the passenger from recording the driver and the ticket through the app. We have also blocked screenshots on the Android version, however iOS does not allow screenshots to be blocked.

● As we are not recording or saving the customer inspector or driver's image then there is no infringement on data protection or privacy.

9Map/Live Bus FAQs

Why is the app asking me for access to my location?● The app uses the phone's location to show nearby stops

and a position on the map.

Why haven’t my favourites copied over from the old NXWM app?● The NXWM app is not linked to an account so we can’t

access this information from the old app.

Why does the bus sometimes not show the exact position on the map?● It takes time for the bus position to be passed up to the

app so allow around a minute delay.

Why do some departures show as the time E.G 12:01?● Not all buses can be live tracked due to connection issues

with the bus so the prediction defaults to timetable view.

Why is the Coventry branding not showing?● We have simplified the design so the NX red branding will

show for all users.