Why do I need to provide my email address?
Your email address is used to confirm that your application has been successful and advise you when your Senior Pass is expected to be sent to you.

You will receive email confirmation within 24 hours and Senior Passes are usually posted within 7-10 days of application.

Your email address is also useful if there are any problems with your application and we need to contact you.

Why do I need to create an account?
This will enable you to update your details, order replacements, and buy other tickets online in the future.

How will I know if my application has been accepted?
Once your application has been submitted you will receive an email within 24 hours with confirmation and acknowledgement of your application number.

Why do I need to provide my passport or drivers licence details?
You need to provide your passport or drivers licence so that your age entitlement can be verified. Your passport and drivers licence details are not stored by the system, and are only used during the application.

I have received an email advising that my application may be a duplicate, why has this happened?
The system will check for other applications based on your name, address and date of birth, provided during your application. The system will identify a duplicate if any of this information matches.

Duplicates need to be cleared or matched by staff in Metro. As a result, there may be a delay in your Senior Pass being posted to you.

If your application has been identified as a duplicate, then it is likely that your record is already held in the system and you would need to pay for a replacement Senior Pass.

To resolve this, you should go to a bus station Travel Centre or contact MetroLine on 0113 245 7676.

What file types are accepted for photographs?
Acceptable file types are:
• jpg
• JPEG
• gif
• bmp
Your mobile phone and computer will normally save photographs in one of these formats. Photographs will need to be smaller than 2mb to be accepted.

How much does the Senior Pass cost?
The first Senior Pass is free of charge. Replacements for lost of defaced cards cost £5.

What is meant by passport-quality photograph?
A passport-quality photograph must be:
- Full face
- Colour
- Against a neutral background
- No facial expression
- No hats, glasses or accessories that obscure the face.

How long will it take for my Senior Pass to arrive?
Your Senior Pass should be despatched to your home address by Second Class post within 7-10 days, if you apply online. Applications at Travel Centres and Post Offices may take 10-15 days, as applications will be put through the post system.

It has been 15 days since my application and I have not received my Senior Pass. What should I do?
If your Senior Pass has not arrived, please contact MetroLine on 0113 245 7676 or visit your local Bus Station Travel Centre.

Staff will be able to advise if your application has been received and if there are any problems with it.

What will be printed on the Senior Pass?
Your first name and surname/family name will be printed on the Senior Pass with your photograph.

Please note that titles such as Mr and Mrs are not printed on the Senior Pass.

My name has been spelled incorrectly on my Senior Pass, can I change it?
If your Senior Pass has incorrect information, please contact MetroLine on 0113 245 7676 or visit your local Bus Station Travel Centre.

I have changed my address, what should I do?
If your address has changed, please contact MetroLine on 0113 245 7676 or visit your local Bus Station Travel Centre. Your details can be updated. There is no need to return your Senior Pass if you are still living in West Yorkshire.

I have changed my name, what should I do?
If you have changed your name, for example by marriage or by Deed Poll, then you will need to provide evidence that your name has changed (for example a marriage certificate). This is best done at a Bus Station Travel Centre.

Should you wish to order a replacement Senior Pass with your new name, then this can be done at the same time.

I have moved out of West Yorkshire, is my Senior Pass still valid?
Your Senior Pass is still valid, however, you are advised to re-apply to your new Local Authority and return your Senior Pass to Metro, advising that you have moved out of the county.

Your new Local Authority may offer additional benefits that you will not get if you use your Metro Pass.

I have moved into West Yorkshire and have a Senior Pass from another local authority, what should I do?
Your Senior Pass will still be valid for use in West Yorkshire, however, you are advised to re-apply through Metro. This will ensure you receive the local benefits, such as concessionary train fares, within West Yorkshire and that Metro can keep your records up-to-date.

You should also return your old Senior Pass to the appropriate local authority.

What do I do if I have lost my Senior Pass?
You will need to pay £5 and apply for a replacement. See Replacement Passes for full details.

My Senior Pass is damaged. What do I do?
As long as you return the damaged Senior Pass to us, we will replace it free of charge. See Replacement Passes for full details

My Senior Pass has been stolen. What do I do?
You will need to report it to the Police and obtain a crime reference number. You can then obtain a replacement free of charge. See Replacement Passes for full details

How long will it take to get my replacement Senior Pass?
Replacement Senior Passes are usually delivered within 7-10 days.

I have paid for a replacement Senior Pass but have just found mine. Can I stop the replacement being issued?
No. As soon as the payment is taken, a Senior Pass is ordered and cannot be stopped. There are no refunds.

I have a problem and cannot complete the online application, who can I contact?
If you have a technical problem regarding the application, you should contact MetroLine on 0113 245 7676.

I am having trouble uploading my photograph, what should I do?
Firstly, check that the photograph is of an acceptable file type (jpg, JPEG, gif or bmp). Also check that the size of the file is no larger than 2mb, and that it is in colour.

If this does not work, then try using a different photograph.

Should you encounter any further problems, please contact MetroLine on 0113 245 7676.

My address is being shown as ‘invalid’, what is wrong?
There are three reasons why the address could be invalid:

• The postcode may have been changed by Royal Mail
• There is not a space between the two parts of the postcode
• The postcode is outside West Yorkshire

You should check that the postcode you entered is correct and in the correct format e.g. LS1 2DE

Should you encounter any further problems, please contact MetroLine on 0113 245 7676.

I have selected the wrong address, what do I do?
You could either:

• Click again on the ‘Address finder’ button and select the correct address, or
• Wait until the confirmation page and edit it from there using the pink ‘Edit’ button.

My address does not appear on the list, what should I do?
Once you enter your postcode and your address is not displayed, you should first check that you have entered the postcode correctly.

Please note that the addresses are validated using a Post Office file, and in some cases (for example newly built properties) the file may not be up to date.

If you are sure that you have entered the postcode correctly and your address is still not shown, you should contact MetroLine on 0113 245 7676.

I have received an email advising that my application may be a duplicate, why has this happened?
The system will check for other applications based on your name, address and date of birth, provided during your application. The system will identify a duplicate if any of this information matches.

Duplicates need to be cleared or matched by staff in Metro. As a result, there may be a delay in your Senior Pass being posted to you.

If your application has been identified as a duplicate, then it is likely that your record is already held in the system and you would need to pay for a replacement Pass.

To resolve this, you should go to a Bus Station Travel Centre or contact MetroLine on 0113 245 7676.