Pausing Diamond M-tickets now available
25 January 2021
We have been working with our app provider to introduce a new facility to pause Diamond Customers M-tickets if they are affected by being unable to use their passes at this time.
As shops and other service start to re-open, many people are making plans to return to their daily commute. Our pass pause function offers an element of reassurance, should the guidelines change again and you find you are unable to use your m-tickets to go to work, school or college you can now contact us and request that your M-ticket is paused until you are able to travel once again. We hope that this new function will significantly help those whose jobs and schooling may be affected by any future lockdown announcements.
If you have an activated ticket that you will be unable to use, please contact our customer services department by email, you will need to provide us with some information in order for us to pause your ticket for you:
- Full name & email address of the person the m-ticket is registered to.
- The ticket ID number.
Our customer services team will then be able to pause the ticket for you.
In order to use your M-ticket when you are ready to travel again, simply log into your account on the Diamond Bus app, you will see that your ticket has been paused in your tickets wallet and you can simply click on “Resume” to make your ticket live again.
To pause your ticket, please email the above details to:
Diamond Midlands: firstname.lastname@example.org
Diamond North West: email@example.com
Diamond South East: Comments-DiamondSE@rotala.co.uk
Please note, it is only possible to pause and reactivate a ticket once and when re-activated it cannot be paused a second time. This facility is available on week, month or annual passes it is not available on day tickets or multi-journey tickets. We are currently unable to pause and reactivate Termlink passes as they have set term-time expiry dates.
Unactivated m-tickets can remain in your app wallet unactivated for up to a year (unless otherwise specified), therefore if you have not activated your ticket you do not need to contact us to pause the ticket for you.