The frequently asked questions and error messages below may be able to help you resolve your query. If you are still having trouble, you can get in touch using the contact details at the bottom of this page.
Frequently asked questions
Will my phone be able to use the app?
If your phone is able to download other apps it should be able to help you to get your vouchers. Your phone will need to have the Near Field Communication (NFC) function turned on. Most phones already have this turned on.
If you have an older mobile phone that is not equipped with NFC, please use one of the other options for getting your ferry vouchers.
What if the app doesn’t work?
The app is well-tested so you shouldn’t have any problems but if you do have difficulties, the app will display a message to explain what the problem might be. Read the error message guidance below for more information.
Will my information be safe when I use the app?
Yes. The app does not show, keep or share any personal data. You will not receive any emails as a result of using the app.
If you’ve successfully downloaded the app onto your phone but you’ve received an error message when using it, the message will provide details about what has gone wrong and tell you what to do next or who to contact. Check the error messages below to help.
It looks like you’re offline
Check you are connected to the internet. If you’re connected via mobile network, check you have a strong signal.
The NFC (Near Field Communication) is disabled
If you have NFC, you may need to switch this on in your settings. NFC is commonly used and is the same service used for mobile contactless payment – you can check online or with your phone provider to see if your phone has this.
Card read but nothing to collect
If you are collecting free bus travel:
Please remember you need to be aged 16-21 and already have an active card. You can check your card is active (this means it was received after 2016) by looking for a long number next to the ITSO logo and if your date of birth is on it, it will be highlighted with a pink strip.
If you are collecting ferry vouchers:
You need to have an active card. You can check your card is valid by looking for a ‘valid to' date. If the card has no date on it, this is because it is held by someone who is aged 60+ and it continues to be valid for as long as the user requires it.
If you got your card before 2016, it could be too old to be read by the app. You will need to order a replacement card by visiting getyournec.scot or contacting your local council if you would like to use the app.
If you have recently applied for a new card:
If you have already applied for a new card, this means your application has nearly finished being processed and your new card will be with you soon. If your card is active, and you have not already applied for a new card, please contact us using the details below as there may be an issue with your card.
Uh oh! Something went wrong, or we are busy
This message appears when there are too many people trying to collect travel entitlements at the same time. Please try again in a few minutes.
Remember to hold your card still at the back of your phone. It’s important to place the card in the correct position, which is different depending on whether you have an Android or iOS phone. This correct position is usually at the top for iOS and in the middle for Android.
Oops that didn’t work – looks like your card is full
This message appears if you have lots of other travel tickets on your card. Please try again and if it still doesn’t work, please contact us using the details below.
Oops that didn’t work – we’re having trouble reading your card
This message usually appears if you have accidentally moved your card when holding it to the phone. Try again, putting your card on a table and holding your phone above it to help keep it steady. If you have a cover on your phone, please try removing this as well.
If it doesn’t work again after doing this, get in touch with us using the details below in case there is something wrong with your card.
Oops that didn’t work – looks like your card is not supported by this app
This usually appears if you try and read a smartcard that is not a National Entitlement Card – for example, a ScotRail or Subway card.
There is no supported app for this NFC tag
This usually appears if you try and read an older version of a smartcard. If you are eligible to use the app and receive this message, you will need to apply for a new card. You can do this by visiting getyournec.scot or contacting your local council.
Oops that didn’t work – looks like your card is expired
This usually appears when your card is no longer valid and means you will need to apply for a new card. If you need to apply for a new card, visit getyournec.scot or contact your local council.
Check your card is active. You should have received it after 2016.
If you are aged 16 to 21 then it should have a long number next to the ITSO logo and if your date of birth is on it, it will be highlighted with a pink strip.
If you have a disabled concessionary travel card, you can check your card is valid by looking for a ‘valid to' date.
Oops that didn’t work – looks like your card is blocked
This usually appears when your card has already been replaced by a newer version. Please find your most recent card and use this instead.
If you cannot find the newer version, you will need to apply for a new card. You can do this by visiting getyournec.scot or contacting your local council.
Help applying for a new card
If you need to apply for a new card, visit getyournec.scot or contact your local council.
Help with using the app to get ferry vouchers
For any questions about using the app to download your ferry vouchers onto your card, please contact us by phoning (freephone) 0800 328 5690 and then select option 2.
Or you can email us at email@example.com
Orkney Islands Council
Telephone number: 01856 873535
Email address: firstname.lastname@example.org
Shetland Islands Council
Telephone number: 01595 744868
Email address: email@example.com
Help with using the app to get your under 22s bus pass
For any questions about using the app to collect free bus travel onto your NEC or Young Scot NEC, please contact us by emailing firstname.lastname@example.org.