When can I renew my Senior Pass?
If your Senior Pass is due to expire in March 2013 you can renew it online from 10 September 2012. If your Senior Pass expires from 1 April 2013 onwards you can renew it online from 90 days before its expiry date.

You can renew your Senior Pass in bus station travel centres from November 2012.

What do I need to provide to renew my Senior Pass online?
You will need to have your current Senior Pass and need to provide your name as it appears on your card, date of birth and telephone number. If you want to create an online account you will need to have a personal email address. You will not need a photograph; we will use the one on your most recently issued Senior Pass.

Why should I create an online account?
If you create an online account you will be able to manage your contact details, order and pay for a replacement Senior Pass online if your card is ever lost, stolen or damaged. In addition you will receive email confirmation of your renewal.

Why can't I renew my Senior Pass online?
If your card is not due to expire on 31 March 2013, or within the next 90 days, you will not be able to renew your pass online at this point in time. Other ways to apply are listed on the Seniors main page.

I am eligible for a Senior Pass but have a Disabled Pass that expires 31 March 2013, can I renew this online?
No, if you wish to have a Senior Pass instead of a Disabled Pass go to your local bus station travel centre or call MetroLine on 0113 245 7676.

Is my renewal free of charge?
Yes. If you are renewing your Senior Pass because it is expiring your replacement will be free of charge.

What if my Senior Pass has been lost, stolen or damaged but was due to expire and I have not had a replacement issued?
You are still entitled to a free pass renewal. Please contact MetroLine on 0113 245 7676 who will confirm your card number, allowing you to complete an online renewal.

Why do you need my contact telephone number?
We ask for your telephone number in case we need to contact you if there is a problem with your application. Your telephone number will not be passed to any third parties or used for marketing purposes.

Why do I have to provide my date of birth?
This will enable your details to be checked in our system and ensure that your records are correct.

What if I have not received my Senior Pass within 7-10 days?
If you have not received you Senior Pass after 10 days of requesting a renewal please call MetroLine on 0113 245 7676 and a Customer Service Advisor will assist you. Please have your Order Confirmation Number ready when you call.

How long will my new Senior Pass be valid for?
Your new Senior Pass will be valid for five years from the date it was renewed.

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.

I want to have a new photo on my Senior Pass. What should I do?
If you would like to have a new photo on your renewed Senior Pass you can either: 1. Visit your local bus station travel centre where staff will be able to take a photograph of you; 2. Email a passport quality photo of yourself to photos@wypte.gov.uk also stating your name, address and telephone number; 3. Post a passport-quality photograph of yourself, including your name, address and telephone number to Concessions Team, Metro, 40-50 Wellington Street, Leeds LS1 2DE

My name has been spelled incorrectly on my Senior Pass, can I change it?
You cannot change this online. You must enter the name as printed on the Senior Pass. If you would like your name corrected please call MetroLine on 0113 245 7676 or go to your local bus station travel centre.
If you have changed your name by Deed Poll or through marriage you will have to visit a bus station travel centre with supporting documents to change your name.

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.

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 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.

When I try to renew my pass I get: "Sorry, we need to speak to you to help complete your application." Why is this?
The data you have entered does not match the data stored in our system. You may have mistyped your details so please try again. If the problem persists then please call MetroLine on 0113 245 7676 and we will resolve the issue.
If you cannot call MetroLine please go to a bus station travel centre.

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 '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.

I have been told that my email address has been taken and I need to choose a different one. Why is this?
Each account will need an email address as this is used to log into your personal account details. You may have already used this email address to renew a pass for someone else, in which case you will need to use a different email address. Alternatively reorder your Senior Pass as a one-off transaction as this does not require you to create an account.

I can't log in to my account. What should I do?
Please make sure you have typed your email address and password correctly, bearing in mind that passwords are case sensitive. Also ensure that you use the correct domain name for your email address, for example, .co.uk or .com
If you are still having trouble logging in please request a password reminder

I have forgotten my password, how can I log into my account?
If you have forgotten your password please select the "password reminder" link. This will take you to a screen where you can enter the email address you have registered with your account and a password reminder will be emailed to you.

I have forgotten my username, how can I log in to my account?
If you have forgotten your username please contact MetroLine on 0113 245 7676.