ABOUT, ELIGIBILITY & HOW TO APPLY
Q: What is Our Pass? A: Our Pass offers eligible 16–18-year-olds free bus travel on most local bus services across Greater Manchester, making it easier to access education, work, training, culture and leisure in the city-region. Our Pass also provides access to a range of exclusive offers, discounts and experiences for 16–18-year-olds in Greater Manchester (“Exclusives”).
Q: Am I eligible for Our Pass? A: Eligibility criteria for the current 2022-2023 intake means applicants must have been born between 1st September 2005 and 31st August 2006.
If you’re 16 and still at school you will be eligible when you leave school and start college, sixth form, an apprenticeship or your first job. Our Pass is designed for what would be the equivalent years 12 & 13 to ensure that young people can make the decisions about what to do after school without travel being a financial barrier to that decision. Our Pass eligibility starts when igo eligibility expires, full information can be found at ourpass.co.uk/about
Q: Am I eligible to apply this year? A: To be eligible to apply for Our Pass as part of the current new intake for 2023-2024, an applicant must: · be resident in Greater Manchester · be aged at least 16 on the 31st August, which means that their DOB is between 01/09/2006 and 31/08/2007
Those eligible for Our Pass in 2023-2024 intake can apply from Tuesday 2 May and can start using Our Pass from Friday 1 September. Those applying from 2 May 2023 will not receive their travel card through the post until late August 2023, to be used from the start of September.
The travel card is valid until 31 August after their 18th birthday (or until their 18th birthday, if this is 31 August). They can continue to use their igo card until they become eligible for Our Pass. Igo cards expire on 31 August after their 16th birthday.
Q: What does Our Pass cost? A: There is a one-off application fee of £10. If you lose your card there will be a £10 replacement fee. These costs cover things like administration and postage of the card.
Q: Is Our Pass permanent? A: In February 2023, Greater Manchester Leaders agreed to make the Our Pass scheme permanent, subject to an annual review.
Q: How do I apply for Our Pass? A: You can apply online at ourpass.co.uk. To apply you will need a passport style photo to upload, proof of your date of birth and proof that you live in Greater Manchester. You will also need a credit or debit card to pay the application fee. You can find more help and instructions here: ourpass.co.uk/get-our-pass/. Once received you’ll need to activate your account at ourpass.co.uk for access to Exclusives.
Q: I travel by tram, is the scheme only for free travel on buses? A: Our Pass members are able to access half price, off-peak 1-day and weekend Travelcards for Metrolink at beenetwork.com as part of the scheme. Metrolink tickets must be purchased in advance.
Q: Which bus services will I be able to use the Our Pass card on? A: You will be able to use your Our Pass on all registered bus services within Greater Manchester, including the new Bee Network buses. You will need to pay for any part of your journey outside of the city-region. There are no time or day restrictions to use Our Pass for travelling by bus.
Q: What documentation do I need to provide to prove my age and residency? A: In order to apply you will need a passport style photo, proof of your date of birth and proof of residency in Greater Manchester. Proof of your age can be a copy of your:
- UK Passport, EU or EEA passport
- Provisional or full driving licence
- Long or short birth certificate (inc. Non-EU Birth Certificate)
- Adoption Order/Certificate
- A PASS proof of age card (Validate UK ID card)
- NHS medical card
- NHS App Personal Details Screenshot
- Biometric residence permit (BPR)
- Validate UK ID card
- EU/ EEA national ID card
- HM forces ID card
- UFF/GV3 Declaration of identity form
- Letter from Local Authority of legal guardianship
Proof of your address can be one of the following:
- Full or provisional driving licence (if not being used for proof of age)
- Full or provisional driving licence screenshot of address details.
- National Insurance letter (must show current address)
- Letter from a government department eg HM Revenue and Customs, Department for Work and Pensions or Department for Education
Or one of the following if issued in the last three months:
- Letter or statement from your bank or building society (you can download statements from most online banking accounts)
- Recent mobile phone bill or utility bill*
- A letter from HMRC about Tax Credits or Child Benefit addressed to a parent or guardian, in which the young person is named.
* If you aren’t able to provide any of these items, you can request a confirmation letter from your school or college that confirms your home address and current age and date of birth.
You can find more advice and instructions about how to upload proof of age and where you live at ourpass.co.uk/get-our-pass.
Q: Why do I need to prove that I live in Greater Manchester? I go to college in GM but live outside of GM, why am I not eligible? A: Our Pass is funded by the Greater Manchester Combined Authority, which covers the ten Greater Manchester Districts. If your local council is not one of these, you will not be eligible for Our Pass. Your local Council may offer support with travel costs for 16-18 year old students; you can find out more information here: https://www.gov.uk/subsidised-college-transport-16-19
Your school or college may also offer support with the cost of education, you can check your eligibility here: https://www.gov.uk/1619-bursary-fund
Q: I currently get a Travel Bursary from my school/college. Will this be impacted with the introduction of Our Pass? A: You need to speak to your school/college directly about their individual bursary schemes.
Q: I haven’t got proof of my address or age, what should I do? A: If you aren’t able to provide any of these items, you can request a confirmation letter from your school or college that confirms your home address and current age and date of birth. If you are still having difficulties with this please contact TfGM customer services for free on 0300 3230777 to discuss if there are any other options available.
Q: You said that Our Pass is free. Why do I have to pay to get an Our Pass card? A: There is a one-off £10 administration fee to pay when you apply. The £10 fee is required to fund administration costs, including the production and delivery of the card.
Q: Do I need to have my Our Pass card with me to get free bus travel? A: Yes, you must have a valid Our Pass with you when you travel. If you don’t have a valid Our Pass card, you will need to pay full adult fares and cannot claim a refund later.
HELP: PROBLEMS WITH APPLICATIONS & LOST OR STOLEN PASSES
Q. What are the TfGM customer service opening hours? A: Opening times: Mon-Fri 7am–8pm, weekends and bank holidays 8am–8pm
Q: I’ve lost my pass, what do I do?
A: You can report your card lost or stolen by logging into your account here manage.ourpass.co.uk/home.faces. You will need to know your Our Pass card number and log in details to do this. If you don’t know these details or would like to speak to someone, you can contact TfGM customer services on 0300 323 0777 or email firstname.lastname@example.org and they will be able to help.
There is a £10 admin fee for a replacement card. Once a pass has been reported as lost or stolen, it is instantly cancelled and cannot be re-activated so nobody else can use it. If the original is found, we cannot issue a refund for the replacement as the original card will not be valid for use.
Q: I have found someone’s Our Pass Card. What do I do? A: Return the card to Transport for Greater Manchester, 2 Piccadilly Place, Manchester, M1 3BG or to one of our Travelshops. Find your nearest Travelshop on our website: https://tfgm.com/public-transport/travelshops and we will get in touch with the card holder.
Q: I told you I had lost my pass, but I have now found it. Can I use it anyway? A: No, as soon as you tell us your pass has been lost or stolen, it is instantly cancelled and cannot be re-activated. This is to prevent anyone else using your pass. Please be patient while you wait for your new pass to arrive by post.
Q: I reported my pass lost or stolen but it hasn’t arrived yet. A: Please be patient while you wait for your new pass to arrive by post. If you haven’t received your new pass after 10 days of re-applying, please contact us again.
Q: What happens if I can’t apply online for Our Pass? A: If you do not have access to the internet or you need to pay in cash, you can get an application form from a TfGM Travelshop. (Travelshops only accept cash and debit/credit cards; no cheques are accepted). You can find locations and opening hours for all Travelshops at tfgm.com/public-transport/travelshops or call 0300 323 0777 for details.
Q: When will I receive my card? A: We recommend that you apply by Weds 16th August 2023 to make sure that your pass arrives in time for use from Thursday 1 September. After 1 September, cards for accepted applications will usually arrive within 7-10 working days. Applying earlier means issues with your application have more chance to be resolved in time to use your card from the start of September.
Q: Why haven’t I received my card/when will I get it? A: If you applied before Weds 16th August, your pass should arrive in time to use from 1 September. Cards ordered later than 16 August are not guaranteed for 1 September but are being processed as quickly as possible. After 1 September, your pass should arrive within 7-10 working days after you have applied. If it hasn’t arrived within 10 working days, please check the card status in your travel portal account and/or contact our customer services team on 0300 323 0777.
Q: I got a replacement Our Pass card. How can I activate it? Will it just work when I get on a bus? A: Yes. The pass can be used straight away on the bus for travel. In order to access Exclusives, you will need to set up and activate your Exclusives account at ourpass.co.uk, if you haven’t already.
HELP: PROBLEMS USING THE TRAVEL PASS
Q. What are the TfGM customer service opening hours? A: Opening times: Mon-Fri 7am–8pm, weekends and bank holidays 8am–8pm
Q: What if a bus driver doesn’t recognise the card and I can’t get on the bus? A: TfGM has worked with the bus operators providing registered services in Greater Manchester to ensure that their on-bus equipment recognises the Our Pass and that all drivers are aware of the pass. If you experience any problems, please phone the bus operator’s customer services team with details of which service and operator and where you have had a problem.
Q: What do I do if my card doesn’t work when I present it to the bus ticket machine? A: If your card doesn’t work when it is presented to the bus ticket machine, either the card or the bus equipment could be faulty. The bus driver will check your pass and should allow you to travel. However, if you have problems on more than one service, you should contact our customer service team on 0300 323 0777 to arrange a replacement.
EXCLUSIVES, OUR PASS EXCLUSIVES APP & WEBSITE ACCOUNT
Our Pass members will need to create a website account once they receive their travel card. This is separate to their travel portal account and offers access to exclusives: opportunities, offers and discounts on top of free bus travel and discounted tram tickets. See below for more information.
Q: What are the Exclusives associated with Our Pass? A: From 1 September, new Our Pass members will be able to access a range of Exclusives offers, discounts and experiences for 16-18 year olds in Greater Manchester via the Our Pass website. All Exclusives can be accessed via a dedicated web page: ourpass.co.uk/guide/exclusives. Exclusives could take the form of discounts, free tickets, event access, retail offers, leisure offers and so on. Exclusives are all time-limited, and so may be available for a short period, or available for a matter of months. The details of timings and terms and conditions can be found on the individual listing on the website. Where appropriate, supplementary information will be provided as a Knowledge Bank by the Our Pass team (see below). Exclusives are regularly updated and are promoted via email and the Our Pass social media accounts.
Our Pass Exclusives App
Our Pass members can access all of the great Exclusives offers easily by downloading the new Our Pass Exclusives App. The App is now available to download via the Apple App store https://apps.apple.com/gb/app/our-pass-exclusives/id1664704624 or for Android devices https://play.google.com/store/apps/details?id=com.ourpass.app
The new Our Pass App allows members to sign up, sign in and stay signed in, making it easier to apply for all the great Our Pass Exclusives offers straight from your phone.
**The Our Pass App does not replace your physical Our Pass card. You will still need to show your card in order to travel for free on the bus or to use the travel discount on the tram.**
You can find out more about the App https://ourpass.co.uk/get-the-our-pass-app/
Q: What if I access an Exclusive that is then cancelled?
A: Unfortunately, we are unable to accommodate for cancelled events or other Exclusives, as their availability and proceeding is down to the company who are providing it. We will not be able to provide an alternative in its place but you can continue to apply for other current and future exclusives.
Q: How do I access Exclusives / how do I set up a website account / how do I activate my website account? A: All Exclusives can be accessed via a dedicated web page: ourpass.co.uk/guide/exclusives. All Exclusives are only available to Our Pass members, and you will need to sign up for an exclusives account in order to apply.
To register for or activate your Exclusives account: – If you haven’t already signed up, go to ourpass.co.uk/register and enter the details on the registration form, including:
- Your travel card number
- Date of birth
- Email address
- A new password. This password is not the same password as the one created when you first applied for your card; you are setting up a new, separate account specifically for Exclusives.
- Once you have successfully completed the form and submitted it, you will receive an email with a link. You need to click the link to complete your account registration.
- Once registered, you can sign in at ourpass.co.uk/sign-in and access the information about the exclusive of your choosing.
– If you have previously signed up, go to ourpass.co.uk/sign-in and:
- Enter the email and password associated with the website account
- One signed in you can access detailed information, including how to apply, on the exclusives page.
Q: I have got a replacement Our Pass card, do I need to set up a new Exclusives account? A: No, just visit our account update page and input your new our Pass card number along the rest of your details. You should then be able to sign in and start applying for our exciting Exclusives offers.
Q: How do I apply for an Exclusive? A: All exclusives can be accessed via ourpass.co.uk/guide/exclusives. Once you’re signed in, you will receive full listings information (such as times, dates, venue, location), and instructions as to how to apply for or redeem the exclusive. This will vary, but can generally be split into four main ways:
- Via an application form on the Our Pass website, with specific instructions tailored to the individual Exclusive.
- Via a ‘show pass’, i.e. the user simply shows their card at the event or venue to redeem the Exclusive.
- Via the Exclusive provider’s website, i.e. following a link to receive an offer / promotion code.
- Via an open competition, such as on social media, where full details of what is required are carried as part of the listings information.
Q: I used the password and email address I had already, but I can’t sign in A. The website account is different to the account you created when you applied for Our Pass. You will need to register for a new website account at ourpass.co.uk/register. Enter the details on the registration form.
You will need:
- Your Our Pass card number
- Date of birth
- Email address
And you will be asked to enter a new password. This password is not the same password as the one created when you first applied for the card; you are setting up a new account specifically for exclusives. Once you have successfully completed the form and submitted it, you will receive an email with a link. Click the link to complete your account registration.
Q: My card has been lost or stolen; can I still access Exclusives? A: Your Our Pass website account will be suspended within 24 hours of reporting your card lost or stolen. This means that while you can still log in to your website account, you won’t be able to apply for any Exclusives until you have received your new card. When you receive your new card you will be able to enter your new card number on ourpass.co.uk/account – this will allow you to sign into the website and take advantage of Our Pass exclusives. Please note, it can take up to 24 hours for your website account to be activated.