New Arriva Bus app FAQs
How do I track my bus on the app?
There are two ways to track your bus on the app.
When you first download the app, you will see a message asking for permission to use your location. Please tap “Allow” so the app can find nearby bus stops.
You can track when your bus will arrive at your stop:
• Go to “Live Bus Information” from the app’s main menu.
• Zoom in on the map and tap the stop you need.
• Select “Track Vehicles” at the bottom of the screen.
• A live map will then appear, showing your bus in real time.
Click here for a full step by step guide.
You can also track buses on a specific route:
• Go to “Live Bus Information” from the app’s main menu.
• Tap the settings icon in the bottom left corner.
• A pop up will appear - use the search bar to enter your route number or location.
• Select your route from the list by tapping the star icon, then choose ‘Done’.
• Your chosen route will be saved as a favourite, and you’ll see all current bus locations on the map.
Click here for a full step by step guide.
How can I find out if my bus is running late?
You can check live bus times in the app to see if your bus is on time or delayed.
Using the app
1. Open the app menu and tap “Live Bus Information”.
2. Find your bus stop on the map and tap it.
3. Tap “Departures” at the bottom of the screen.
4. You’ll see a list of upcoming buses and their expected arrival times.
Why are you no longer posting service updates on X (formerly Twitter)?
Our new app and website will make service disruption updates much easier to access. Once live, you’ll be able to find disruption information quickly:
• By selecting “Service Updates” in the app menu or from the main navigation bar on the website.
• Disruption alerts will also show for affected services when you view a timetable or plan a journey.
We’re also introducing a new feature to help you stay informed.
You’ll be able to receive personalised alerts whenever there’s a disruption affecting your usual services or stops. Simply turn on “Personalised travel alerts and disruptions” and favourite the stops or services you use. You’ll need to create an account to receive these.
This means we’ll no longer post service disruption updates on X from 14 April 2026.
Here’s a step by step guide on how to access disruption information
How do I view a timetable on the app?
• From the main menu, select ‘Timetables’.
• Choose your travel area to browse all services.
• A full list of services will appear — select yours. You can narrow the list by searching for your route or location in the search bar.
• Your timetable will then display. Scroll to the right to view later times in the day.
• It will automatically show today’s timetable, but you can choose a different date by tapping the calendar icon in the top right corner.
Timetables on the website and app are live and update automatically whenever a service changes. Because of this, they aren’t available as PDFs and can’t be downloaded. If you need a printed or digital version, please get in touch with us through the ‘Contact Us’ form on our website.
How do I plan a journey on the app?
Planning a journey on the app is simple:
• From the app’s main menu, tap “Journey Planner”.
• Travel from your current location or choose a stop to depart from.
• Enter your destination.
• Select when you want to travel and update the date or time if needed.
• Tap “Search”.
• Choose an option from the list of journeys to reach your destination.
• Tap to view departures for your chosen journey.
• Select a service to see where your bus is in real time.
• You can also view the full journey steps on the map.
Click here for a full step by step guide.
How do I buy a ticket on the app?
• Create an account or make sure you’re logged in.
• Go to the Tickets section of the app.
• Select the area and then the zone for the ticket you want to buy. View the coverage map to make sure the ticket you’re buying covers where you want to travel.
• Choose the type of ticket you need — you can filter by passenger type or ticket duration to narrow your options.
• Proceed to checkout.
• Complete your purchase by entering your payment details.
• Activate your ticket when you’re ready to travel.
How do I access my bus ticket on the new app?
If you had an account or tickets in the previous app, your tickets will move across automatically once we’ve confirmed your email address. There’s no need to transfer tickets or buy them again. Please ensure you have followed the below instructions to get your tickets on the new Arriva Bus app:
- Download the Arriva Bus app (iOS or Android)
- From the app's main menu navigate to 'Account' and 'Log in'
- You will need to 'Create an account' (don’t select ‘log in’)
- Enter the same email address you used in the previous app, create a password (this doesn't need to match you previous one) and 'sign up'
- Once logged in to the app, go to the tickets screen
- You will receive an email after using the new app to confirm your email address
- After clicking the confirm link in the email, any tickets in your account will be moved into the new Arriva Bus app
You can also follow our step by step guidance here.
How do I activate my bus ticket on the app?
Once you have purchased your ticket, you will have the option to activate it straightaway or wait until later. To activate a previously purchased ticket simply select the ticket you wish to use within the 'Tickets' section and click Activate. Once the ticket is activated, it becomes valid from that point.
How can I find out if my bus is running late?
You can download the Arriva Bus app to track buses on the services you use. Follow your bus in real time with live updates and see when your bus is approaching your stop and follow its journey live. See our step by step guide here.
Can I store my ticket on my phone until I need it?
Yes. Tickets purchased within the app will only commence when you manually activate them. Some tickets, such as student term tickets, have fixed activation and expiration dates so please check ticket information before purchasing.
My active ticket is not appearing on my phone?
If you had tickets in the previous app, it will be easy to access them in the new one. Please ensure you have followed the below instructions to get your tickets on the new Arriva Bus app:
- Download the Arriva Bus app (iOS or Android)
- From the app's main menu navigate to 'Account' and 'Log in'
- You will need to 'Create an account' (don’t select ‘log in’)
- Enter the same email address you used in the previous app, create a password (this doesn't need to match you previous one) and 'sign up'
- Once logged in to the app, go to the tickets screen
- You will receive an email after using the new app to confirm your email address
- After clicking the confirm link in the email, any tickets in your account will be moved into the new Arriva Bus app
You can also follow our step by step guidance here.
What if I purchase a ticket, but decide not to travel?
Your ticket will only commence when you manually activate it. If you do not wish to travel straightaway, you’ll still be able to see the ticket within the 'Tickets' section. At this stage, the ticket will not have been activated yet, but it affords you peace of mind that you have a ticket at the ready for when you need it.
Do I need an internet connection to use the app?
Yes, you’ll need an internet connection, such as Wi-Fi, 4G or 5G, to use most features in the app. This includes planning a journey, checking live bus times and buying tickets.
Using your mobile ticket:
Once your ticket is activated, you can show it without an internet connection for a short time. However, your device must reconnect to the internet at least once every 8 hours to keep your ticket valid.
You can choose to receive reminders if your device loses connection. To turn this on, go to “Account”, then “Notification settings”, and switch on “Ticket connection reminders”.
This helps make sure your ticket stays active and ready to use when you travel.
How accurate are journey times in the app?
We aim to make journey times as accurate as possible. The app uses a combination of scheduled timetables and live bus data. This means it can show whether your bus is running on time or if there are any delays.
However, times can sometimes change due to things like traffic, roadworks or unexpected disruptions, so we recommend checking again before you travel.
Can more than one customer travel on one ticket purchased on the app?
Only one person can travel per ticket on each handset. If there is more than one person travelling, each person should have a ticket on each mobile phone. The only exception is for family tickets where up to 5 people (maximum of 2 adults, and up to 3 children) and duo tickets where 2 people can travel together.
When planning my journey, what can I search for within the Arriva Bus app?
You can search using your current location, destination, bus stop name or postcode. You can also select when you want to travel and what time you want to leave.
What if my mobile phone battery has run out when I board the bus?
Your mobile phone must be able to display the ticket on your phone screen to show the driver when boarding the bus. If your phone battery is dead when you board the bus, you will be unable to retrieve your mobile ticket, and you will need to pay the driver for the journey you wish to make, this fare is non-refundable.
Will the Arriva Bus app send me information about my favourite journeys, e.g. when there is a delay?
You can choose to receive alerts whenever there’s disruption affecting your usual services, stops or journeys. Simply turn on “Personalised travel alerts and disruptions” and favourite stops or services.
My ticket has not transferred to my new phone?
Please contact Customer Services where an advisor will be happy to assist you.
Can I download timetables from the app?
No. Timetables on the website and app are live and update automatically whenever a service changes. Because of this, they aren’t available as PDFs and can’t be downloaded. If you need a printed or digital version, please get in touch with us through the ‘Contact Us’ form on our website.
Do I need to connect to the internet each time I use my ticket?
Once your ticket has been activated, you can show and scan it on the bus without being connected to the internet. However, your device will still need to connect to the internet regularly to keep your ticket valid. This should happen at least once every 8 hours.
You can turn on reminders to help with this. Go to “Account”, then “Notification settings”, and switch on “Ticket connection reminders” to receive alerts if your device has been offline for too long.
Can I buy a ticket in advance?
Yes. Your ticket will only commence when you manually activate it. If you do not wish to travel straightaway, you’ll still be able to see the ticket within the 'Tickets' section. At this stage, the ticket will not have been activated yet, but it affords you peace of mind that you have a ticket at the ready for when you need it.
Some tickets, such as student term tickets, have fixed activation and expiration dates so please check ticket information before purchasing.
What type of tickets can I purchase on the app?
You can buy Single, Day, Weekly, 4 Weekly and Annual Saver tickets from the areas we operate. Student and child tickets are also available in most areas.
Where do I find the option to gift a ticket?
You can gift a ticket by simply choosing to send the ticket to someone else at the checkout:
• Go to the Tickets section of the app.
• Select the area and then the zone for the ticket you want to buy.
• Choose the type of ticket you need — you can filter by passenger type or ticket duration to narrow your options.
• Proceed to checkout. You’ll see an option labelled “It’s a gift for someone else.” Select this and a field will appear where you can enter the recipient’s email address.
• Complete your purchase by entering your payment details.
• The ticket will be sent to the recipient.
Can I check the price of the ticket I want before actually purchasing it?
Yes. Once you’ve planned your journey, you’ll see the available ticket and fare options. You can also go to the Tickets tab, choose your region and zone, and the app will display all ticket types and prices.
Why should I enable location services on my phone when I download the app?
You don’t have to allow location access, but the app works better if it can use your location. You can change this anytime in your device’s settings.
Do you show services run by other operators?
The Arriva Bus app only provides information on Arriva bus services throughout the UK, except for those services operated on behalf of Transport for London.
Can I store details of my regular journeys?
Yes. You can save stops, journeys and services which you regularly use just tap the star and it will be saved to 'Favourites' within the app.
Additionally, you can choose to receive alerts whenever there’s disruption affecting your usual services or stops. Simply turn on “Personalised travel alerts and disruptions” and favourite stops or services. You will need to create an account to do this.
How do I change my credit/debit card details?
You can manage your payment details when buying a ticket. At the checkout, if you’ve saved a payment method before, you’ll be able to remove old card information and add new details.
Will my credit card/bank account details be held on Arriva's server?
No, we do not store your credit or debit card details. When you make a payment, your details are securely sent directly to our payment provider using industry-standard security (PCI-DSS). This means your card information is not stored on our systems or in the app.
I've noticed some inaccuracies with the walk links, who should I contact?
If you spot any problems with walking directions, please let us know so we can look into it. You can contact us using the “Contact Us” form on our website.
I've noticed a mistake with my local journey information. Who should I contact?
We appreciate all feedback from our customers, as your help will help us provide you with a better app. Please contact us via the Contact Us form on our website to inform us of any issues.
Can I purchase tickets on the app?
Yes, you can buy tickets within the Arriva Bus app.
• Create an account or make sure you’re logged in.
• Go to the Tickets section of the app.
• Select the area and then the zone for the ticket you want to buy.
• Choose the type of ticket you need — you can filter by passenger type or ticket duration to narrow your options.
• Proceed to checkout.
• Complete your purchase by entering your payment details.
• Activate your ticket when you’re ready to travel.
Do I need an internet connection to use the app?
Yes, you’ll need an internet connection, such as Wi-Fi, 4G or 5G, to use most features in the app. This includes planning a journey, checking live bus times and buying tickets.
Using your mobile ticket:
Once your ticket is activated, you can show it without an internet connection for a short time. However, your device must reconnect to the internet at least once every 8 hours to keep your ticket valid.
You can choose to receive reminders if your device loses connection. To turn this on, go to “Account”, then “Notification settings”, and switch on “Ticket connection reminders”.
This helps make sure your ticket stays active and ready to use when you travel.
Can I use the app on a rooted or jailbroken phone?
No, the app is not supported on devices that have been modified, such as rooted or jailbroken phones. This is because these devices may not meet the security standards needed to keep your information safe. To use the app, you’ll need to run the original, standard operating system provided by your device.
How much does the app cost?
The app is free to download and use. Please note that you’ll need an internet connection to use most features. If you’re not connected to Wi-Fi, the app will use your mobile data (such as 4G or 5G), which may count towards your data allowance.
Does it matter which mobile network I’m using?
No, the app works with any mobile network. You can use it on all networks without any restrictions.
What do I do if the Arriva Bus app fails to open when boarding the bus?
In the event of this, please try to explain the technical issue to the driver who may allow you to board. Please try to show your ticket to the driver before the end of the journey if possible. However, the driver may reserve the right to require a valid ticket for travel. If this does happen, please purchase a single ticket. Retain this ticket and contact Customer Services as soon as possible for a refund. You can contact us via the Contact Us form on our website.
How do I get a ticket on my mobile phone?
• Download the free Arriva Bus app from the App Store (iPhone users) or Google Play (Android users), create an account or make sure you’re logged in.
• Go to the Tickets section of the app.
• Select the area and then the zone for the ticket you want to buy.
• Choose the type of ticket you need — you can filter by passenger type or ticket duration to narrow your options.
• Proceed to checkout.
• Complete your purchase by entering your payment details.
• Activate your ticket when you’re ready to travel.
• Once activated your ticket will be displayed on the phone screen, you’ll need to scan the QR code on the ticket when you board the bus.
The ticket runs from the date you activate it, not the date you purchase it, and will remain on your app until you wish to use it.
My ticket hasn’t appeared on my phone. What should I do?
If your ticket doesn’t show up after purchase, try these steps:
1. Refresh the app.
2. If that doesn’t work, sign out of the app and sign back in.
3. If it still doesn’t appear, close the app completely and reopen it.
If your ticket still hasn’t appeared, please contact Customer Services and include the following information:
• How you purchased the ticket (through the website or directly in the app).
• How you paid for the ticket (PayPal, Apple Pay, Android Pay, or credit/debit card).
• Whether you received an email confirmation.
• Confirmation that the payment shows in your bank account.
This will help us investigate and get your ticket to you as quickly as possible.
Can you buy a single or return ticket online or via the app?
Yes you can purchase capped single tickets via the Arriva Bus app, unfortunately we don’t sell return tickets.
However, for some long-distance services, such as Greenline coaches, we do provide return fares online and via the app as ‘2 Trip’ tickets. The cost of a return ticket is usually cheaper than buying two single tickets. You can make your return trip at any time the same day or within 3 months of purchasing the return ticket.
What tickets can I buy online and on the app?
You can buy Adult Single, Day, Weekly, 4 Weekly and Annual Saver tickets from the areas we operate. Student and child tickets are also available in most areas.
Please click here to find out which tickets can be purchased online.
Can I use my ticket on other operators’ buses?
App tickets are valid on Arriva services only, unless stated otherwise. In some cases, you’ll see multi operator tickets (for example the Leicester Flexi ticket or Liverpool Quality Bus Network Services) - these are Local Authority products sold through our website and app and can be used on all participating operators’ services within the area.
What information do I need to buy a ticket?
To purchase a ticket online or in the app, you’ll need to provide:
• Your full name
• Your email address
• A contact phone number
• Your credit or debit card details
This information helps us process your payment and send your ticket securely.
How can I pay for my ticket when I buy online and on the app?
You can pay for tickets online or in the app using a credit or debit card, Apple Pay or Google Pay. Please note that American Express and PayPal are not accepted.
Do I need to sign in to buy a ticket online?
Yes. You will need to create an account and log in to our website or app in order to purchase tickets.
Will the information I provide when I buy a ticket online be safe?
Yes. Arriva has stringent policies in relation to the security of its website. Data is held within a controlled environment and protected against attack. All data held is fully compliant with the Data Protection Act 2018
Are my payment details secure when I buy tickets online?
Yes. We use industry-standard security measures (PCI-DSS) to keep your payment information safe.
Arriva does not store your credit or debit card details. The only information we keep is about the tickets you purchase—what type of ticket, and when and where you bought it.
Can I buy a ticket and have it delivered through the post?
From 14 April 2026, Arriva bus tickets will no longer be printed and posted. Instead, these tickets will be delivered directly to the Arriva Bus app. You’ll still be able to buy the same tickets as you do today, the only change is how you receive them. We understand that switching to digital tickets may take a little getting used to, and we’re sorry for any inconvenience this change may cause. You can download the app from Google Play or the Apple App Store by searching for “Arriva Bus app”.
How long can I continue to use the old Arriva Bus app?
The old Arriva Bus app will be live until 21 April 2026, after which it will no longer be supported.
I still require help, who can I contact?
No problem, you can use complete a 'contact us' form or call our customer service team on 0344 800 44 11.