SCOTRAIL have confirmed that commuters temporarily cannot buy Smartcard tickets via its website or mobile app, deepening frustration amid ongoing problems with the operator’s new app.
In a response to a passenger query on Twitter/X, the operator said that from 10am on Monday, July 27, customers using the current website or app “will no longer be able to select Smartcard delivery when purchasing tickets”.
The change affects anyone who would normally buy tickets online and have them loaded directly to their Smartcard for tapping through the barriers. ScotRail has indicated the suspension could last “several weeks”, with no fixed date yet for when full Smartcard functionality will return.
The rail operator launched a new website and app with an updated ticketing platform for travellers on Thursday morning to make the experience “simpler, faster and more reliable”.
However, rail customers have taken to social media to complain about not being able to book tickets through the new app, being forced to reset account passwords, and journeys not appearing in booking searches amongst other issues.
The company has stressed that Smartcards themselves remain valid and can still be used, but only if tickets are added through traditional channels.
Commuters can continue to load tickets to their Smartcard at station ticket offices, via ticket machines, or from onboard staff.
The latest update comes against the backdrop of wider “app chaos” following the launch of ScotRail’s revamped app and booking system.
Since the changeover, passengers have reported problems ranging from difficulty accessing existing bookings and Railcards to glitches in journey planning and confusion over how to retrieve e‑tickets.
ScotRail old the commuter: “We will update you as soon as the ability to load tickets to Smartcard via mobile and app has returned."
