Frequently Asked Questions

Here you will find answers to any questions you may have regarding the
prepaid card mobility credits trial.

Simply press on a question to expand it to see the answer.


If you have any problems with the pre-paid card, making payments, your pin or if your card is lost or stolen you must contact allpay customer services directly – 0330 808 0102

A prepaid card is a preloaded payment card. The card can be used to pay for goods and services, up to the value that is loaded onto it. You may use the prepaid Card at any location in the world that displays the MasterCard® acceptance mark, excluding limited acceptance Merchants in EU/EEA that do not accept prepaid cards.

Your mobility credit prepaid card will have the following functionality:

  • Point of sale transactions
  • Online transactions
  • Pin change (ATM)
  • Balance Enquiry (ATM)

No, you cannot withdraw cash, or conduct a cashback request, using this payment card.

Your mobility credit prepaid card can be used to complete purchases for the following types
of transport:

  • Bus tickets
  • Rail tickets
  • Ferry tickets
  • Shared micromobility (e-bike or e-scooter) hire

If you experience any issues or problems accessing any of the above services you should contact Solent Transport Mobility Credits Team who will be able to assist (mobilitycredits@southampton.gov.uk).
Your card will be restricted for all other services (for example supermarkets).

The Participant is the only person who may use the prepaid card. It must not be shared with any other person. You may use the credit to purchase tickets for other people provided they are travelling with you as the trial Participant.

No, there is no charge for the issue of this card. There are no fees associated with participating in the mobility credits prepaid card scheme; the mobility credit is provided to you as part of the mobility credits scheme you have signed up to.

£50 will be added to your prepaid card at the start of every month until the mobility credit prepaid card scheme ends as set out in the initial invitation email sent to you by Solent Transport.

Any unspent credit from the previous month will remain on the card and will automatically be added to the balance after the new £50 is added each month (e.g. if you only spend £43.00 in month one, the remaining £7.00 will be added to the £50 in month two, giving you £57.00to spend).

At the end of the trial, all remaining mobility credit will be removed from the prepaid card.
You will be reminded, by email, when this has happened.

You can check your balance and transactions:

  • Online – by visiting www.allpay.net/my-prepaid-card – this service is free.
  • Over the telephone – by calling Customer Services on 0330 808 0102. This service will cost the same as a local rate call from your landline and mobile and is included in your inclusive calls plan.

In the event of loss or theft of the card, you are responsible for reporting this as soon as possible by calling Customer Services on 0330 808 0102 and selecting the Lost & Stolen option. As soon as this is done, your card will be immediately blocked, protecting you from unauthorised usage. Any transactions made before the card is reported lost or stolen will be charged to your account. A replacement card will then be issued to you.

Your card provider will load your funds onto your prepaid card on the first day of the month. You do not need to do anything, and you can check your balance any time by visiting www.allpay.net/my-prepaid-card or calling Customer Services on 0330 808 0102.

You can change your PIN by calling 0330 808 0102 or at any UK ATM where this service is
available. Some best practice for pin security includes:

  • Never share your PIN with anyone
  • Select a PIN that cannot be easily guessed. Do not use birth date or partial account numbers and try to avoid using sequential numbers like 1234, or repeated numbers like 1111.
  • Memorise your PIN, do not write it down on your card or keep it on a piece of paper with your card.
  • Do not use your PIN as a password for other bank services.
  • Do not use the same PIN for all of your cards.
  • Be aware of others nearby when entering your PIN at a point of sale or ATM.

Your card is a prepaid card which means that you can only spend available funds on the card. Your card will be declined if there are not enough funds on the card for the purchase you are attempting. For example, if purchasing a train ticket for £12, and there is only £8 remaining on your prepaid card, the payment will be rejected.

If for any reason a transaction is processed that exceeds your available funds, we may block your card, and your card provider will require you to repay the amount owing immediately.

The card is valid until the expiry date showing on the front of your card.

No, the prepaid card can only be used for transport services in the UK.

We will not carry out a credit check; however, we will carry out checks to verify your identity and address. These searches will not impact upon your credit record, however the search may leave an indicator, called an ‘enquiry’ that such a search has been performed.

Solent Transport is hosted by Southampton City Council but delivers projects across the wider Hampshire and Solent area.