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The key FaQs

the keyWhat is the key?

The key is a smartcard which stores tickets for travel so when you buy a Buzzfare or Get Around ticket, instead of a paper ticket or card, we’ll simply put your ticket onto your key.

The key:

  • Saves money
  • Is convenient and easy to use
  • Provides security and peace of mind
  • Is environmentally friendly

Getting the key

How do I get the key?  Does it cost anything?

The key is free to anyone and delivered direct to your door! You can get your key: by registering online at simplygo.com/thekey telephone on 0845 60 60 260 between 0700 and 2200 each day. 

You can also register in person at one of our travel centres in Galleries Bus Station Washington, Metrocentre Public Transport Interchange and Chester-le-Street Front Street.

How long does it take for my key to arrive?

We aim to send out your key to you the same day as you register, if this is before 1700 Monday to Friday or 1200 on Saturdays.  If after, it will be the next working day.

What details do you need when I register for my key?

As the key is registered to you as an individual on registration you will be asked for:

  • your name,
  • address,
  • date of birth 
  • contact details

Get Around under 18 Travel?

We’ll also ask for a photograph if you’re applying for a Get Around key. If you’re over 18 and applying for a Get Around key, we’ll also ask where you study.

I am under 18.  I thought I could use my key to travel without any tickets on it?

Get Around key smartcards issued to under 18’s can be used to get discounted single fares on our services, see our under 18 fares deal for details. To get the discounted single fare just put your Get Around key on the key reader on the bus.  This will tell the driver how much your journey will cost based on the day, the time and your journey.

Buying tickets for the key

Where can I buy tickets for my key?

The cheapest way to buy tickets is: simplygo.com/thekey anytime of the day or night. Telephone on 0845 60 60 260 between 0800 and 1800 Monday to Friday and 0900 and 1600 on Saturday’s or at our travel centres in Galleries Bus Station Washington, Metrocentre Public Transport Interchange and Chester-le-Street Front Street although you’ll miss out on our online discounts. To buy tickets at our travel centres, you must already have a key card. If you do not have one, you can get one FREE by applying here.

How do I buy tickets online?

Tickets can be bought online at simplygo.com/thekey.  If you registered for your key online you will already have a personal online account and you’re ready to buy tickets to use on your key.  Just log in and follow the simple instructions on the screen.  Your new ticket will be loaded onto your key the day after you buy it.  This is to allow our buses to receive this information overnight.  Whilst we endeavour to add tickets to your key within 24 hours of purchase, this could take up to 48 hours. Our future plans are that tickets will be loaded onto the key within an hour of purchase and are expected to be complete during the summer of 2011.

If you registered for your key by telephone or at one of our travel centres then you’ll need to contact us to set up your online account.  To do that you send us an email to thekey@gonortheast.co.uk or call us on 0845 60 60 260 and we’ll set it up for you.

Do I have to wait until the tickets on my key have expired before I can buy new tickets?

No. You can buy new tickets at anytime before the tickets on your key have expired.  In fact, we would recommend this. Tickets are kept safely on your key ready for when you need them.  They will start the next time you use the bus after your previous ticket has expired.

What tickets can I buy for my key?

You can buy Buzzfare, Get Around and Route Saver tickets for your key. To see our full ticket range go to: simplygo.com/thekey. Tickets will start when they are first used on the bus.  The key does not hold money, and is not a stored value card.

I don’t have a bank card.  Will I be able to buy tickets for my key?

If you don’t have a bank card there are lots of other ways you can pay for your tickets. We accept payments online via PayPal if you have a PayPal account or you can get cash vouchers from some retailers including PayPoint agents which allow you to make purchases online.  If you want to pay by cash you can at one of our travel centres in Galleries Bus Station Washington, Metrocentre Public Transport Interchange and Chester-le-Street Front Street. In the future, you will be able to top up your key card on the bus.

Are there any charges for using my debit or credit card?

There are no additional charges for using a debit or credit card. You only pay for the price of the ticket.

Are my payment details secure when I buy tickets online?

We have taken many steps to ensure the security of your online payment transactions including the adoption of the payment industry standard PCI DSS.  Go North East does not hold any information about your financial transaction other than details of the type of tickets you purchase and when and where the purchase was made.

Using the key

How do I use my key on the bus?

To use your key on the bus all you have to do is place it on the key reader at the front of the bus.

It will beep and show you a green light which confirms that your ticket is valid for travel. You can then take a seat as usual.

Can I use my key smartcard on other bus services or Metro?

You can only use your key on services operated by Go North East.  At a later date to be announced, you will be able to buy tickets, or store cash on your key which you will be able use on bus services operated by other companies and the Tyne & Wear Metro in addition to Go North East.

When can I use a new ticket on the bus?

When you buy a new ticket, it will be loaded onto your key the day after you buy it.  This is to allow our buses to receive this information overnight.  Whilst we endeavour to add tickets to your key within 24 hours of purchase, this could take up to 48 hours.

How do I know the ticket has been loaded onto my key successfully?

When you use your key on the bus the key reader will beep and show you an orange light and then a green light.  This confirms that your ticket has been loaded and is valid for travel.  If you get a red light ask the driver for help in the first instance and if you are still having problems you can check:

How do I find out when my ticket on the key is due to expire?

You can find out when your ticket expires by checking

Do I need a new key smartcard when my Buzzfare or Get Around ticket expires?

No. You simply buy new tickets for your existing key smartcard, online, by telephone or from one of our travel centres and we’ll add it to your key automatically.

If I try to use my key after my ticket has expired how will I know?  What shall I do?

If your ticket has expired and is no longer valid for travel the key reader will bleep quickly five times, a red light will be shown and the message “expired” will display on the reader. This confirms that you don’t have a valid ticket.  If you get a red light and are unsure of the reason ask the driver for help in the first instance, check your online key account at simplygo.com/thekey afterwards, email us at thekey@gonortheast.co.uk or give us a call on 0845 60 60 260.

Why don't you just print a ticket expiry date on my key smartcard?

We don't print an expiry date on your key smartcard as it is designed to be used again and again.


Help! I have a problem

What should I do if I lose my key?

Email us at thekey@gonortheast.co.uk with your details or give us a call on 0845 60 60 260 and we can cancel your current key – the same way as a bank can cancel your bank card – so no one else can use it.  We will then transfer unused tickets from your old key to a new one.  As a basic security check we will ask you to confirm your details before we cancel your key and issue a replacement.

The replacement key will have the same validity as the key it has replaced and we will credit it with the tickets that were stored on the lost key at the time of cancellation.  Once cancelled, a key cannot be “re-activated”.

What happens if my key stops working?

Give us a call on 0845 60 60 260 and we will replace it free of charge and will endeavour to replace any unused tickets.

The driver took my key off me?

If there is a problem with your key or we believe your key has been tampered with in any way we may withdraw it. A driver or any official of Go North East is entitled to retain any key which becomes electronically unreadable or they believe has been tampered with, or is being misused. Where a key has become corrupt or faulty through no fault of your own we will replace it and transfer any unused tickets that were on it when it was withdrawn.  Call us on 0845 60 60 260 or email us at thekey@gonortheast.co.uk if your key has been withdrawn.

I can’t access my online account?

To protect your security your account will be locked if you enter the incorrect password three times. You can unlock your account by calling us on 0845 60 60 260 and answering a couple of security questions. 

If you have forgotten your password, and you haven’t locked your account by using the incorrect password three times, then the quickest and easiest way to reset your password is to click “forgotten password” on the log in screen of the key website.  After entering your email address which is checked against our database we will email you a new, temporary, password which we recommend you change after you log in for the first time.

Where can I get help or talk to someone about the key?

The answer to most questions about the key can be found
website www.simplygo.com/thekey.


If you can’t find what you’re looking for there you can

  • Talk to us openly on our Facebook page www.facebook.com/simplygne (please note that this is not a private chat)
  • Chat privately online direct to a member of our customer services team through our secure one to one chat service between 0800 and 1800 Monday to Friday, 0900 and 1600 on Saturday's.
  • Send us an email to thekey@gonortheast.co.uk
  • Call us on 0845 60 60 260 between 0700 and 2200 every day of the week
  • Visit us at Metrocentre Public Transport Interchange, The Galleries Washington and Chester-le-Street Front Street.

Other General Questions

Is my key transferable to other people?

No, your key has your name printed on the front and cannot be used by other people.  Get Around key smartcards also have a photograph for your security so no one else can use it.  If someone else tries to use your key, it will be confiscated and both the person to whom it was issued and the person, to whom it was transferred or attempted to be transferred, will be liable to prosecution.

I have tickets on my key I don’t need anymore.  Can I get a refund?

If you have purchased a ticket which you have been unable to use or which has been damaged you may be eligible for a refund.  An administration charge of £10 will be deducted from any refund made.  A refund is only available to the original purchaser and proof of purchase to verify this may be requested.

We have a standard refund and replacement policy which applies in all cases; this is available to view on our website simplygo.com.

Refunds are not to be confused with the transfer of outstanding tickets from a lost, stolen, or damaged key – see questions relating to this.

Why do I need to give you my personal details when I register for a key?

If you lose your key or there is a query with your key we want to make sure that we get can get any unused tickets back to you or that you can talk to us about your key.

Information we collect from you includes, title (Mr/Mrs/Ms/Miss etc), first name, and surname, address, telephone number, email address, date of birth and gender. For Get Around key holders we also hold a photograph of the user, and for those over 18 details of the college or university attended.

If you have ticked the relevant box on the application form, we may also contact you to keep you updated with information about Go North East services such as timetable changes and fare changes and also to inform you of special offers and other related products and services from Go North East or Go-Ahead Group, our parent company.  You can opt out from receiving emails, by logging into your account at simplygo.com/thekey and changing your preferences.

What do you do with my personal details?  How do I know it is safe?

We take your privacy very seriously.  We will not pass your information to third parties outside of the Go-Ahead Group plc unless required by law. We process and store personal data in accordance with the latest Data Protection Act legislation. Our full privacy policy is available at http://www.simplygo.com/p/privacy

We will only use information that you have supplied for administration (including development and maintenance of our systems), customer service, our own research, and detection and prevention of crime. If you have ticked the relevant box on the application form, we may also contact you to inform you of special offers etc, as indicated above.

When using the key our system records the location, date and time a key was used.  This information is used anonymously for research and development. We will never pass on the specific details of journeys made to anyone other than the registered user of that key unless we are required to by law. You can view details of your personal journeys made on your online key account at simplygo.com/thekey or by calling us on 0845 60 60 260.

We have taken many steps to ensure the security of your payment transactions including the adoption of the PCI DSS industry standard.  Go North East does not hold any information about your financial transaction other than details of the type of tickets you purchase and when and where the purchase was made.