Tyne and Wear Metro bosses have apologised over issues that have left Pop card holders unable to top up on their Android phones. The problem comes alongside a separate fault that briefly took ticket machines out of service across the network on Monday morning.
Google Pay top-up fault
Nexus, the network's operator, is working with its supplier to resolve the issue affecting Google Pay. In the meantime, travellers have been advised to top up physical Pop cards at ticket machines, and if that does not work, to buy paper tickets and seek reimbursement.
Ticket machine issue resolved
Steve Duchar, head of ICT at Nexus, said: “We have resolved a technical issue which impacted Metro ticket machines early this morning, Monday 26 October. This began around 6.45am and was resolved shortly after 7am.
“Customers who were affected by this were authorised to travel by our Control Room and pay at the end of their journey. A separate issue with customers not being able to top-up their Pop Pay As You Go card via Google Pay is something we are still working on with our supplier.
“We are advising Google Pay customers who have been affected by this to top up a Pay As You Go Pop card at a ticket machine. If that does not work customers should purchase paper tickets and fill out a delay and repay form to claim the difference in price.
“Customers should contact our Customer Relations team for refunds. We’re sincerely sorry for the inconvenience caused.”
