If you need helping understanding the mango app, we've put together some handy FAQs to help you out, just tap on the question and the answer will drop down:
setting up your mango account
How do I get a mango?
Go to the App or Play store depending on which phone you have and search for 'my mango'. Once you have found the mango app, press the button that says either 'Get' or 'Install', which will start downloading the app to your device.
How do I migrate from my mango card to the mango app?
The migration process is quick and straight forward. Once you've downloaded the app, open up the login page and press the button 'I have a mango card'. This will then take you through the migration process. If you need some help, you can watch our guide to migrating here.
Your caps will not transfer over to the app, these will start fresh once you make your first journey using the app.
Which mango is best for me?
The app automatically works out which mango is best for you based on your age. We will be continuing to offer student and apprentice variants on the app. To unlock these mango types, you will need to provide a valid academic email address or if you're an apprentice you will need to enter your provider reference number and unique learner number when you sign up.
Is there a minimum version of Apple or Android required?
If you have an Android phone you will need at least version 7.0 to access the mango app. You will require an iPhone 6 or higher for Apple devices.
using your mango app
Where can I use my mango?
mango is available across the whole or trentbarton land and Kinchbus Universe, excluding the arrive X38.
Can anybody else use my mango?
Each mango account is registered to a specific customer and has a unique email address linked to it. However multiple mango accounts can have the same credit or debit card linked to them.
For example, each member of a family would need to have a separate mango account each with their own individual email address which is active on their phone. However, a family credit card can be linked to all mango accounts within the family and used to top-up all accounts.
What should I do if I have multiple mango cards on one account?
Firstly, download the app on to your own phone, you can migrate the balance of your mango card to your app account. Then ask the others to download the app to their phones.
When the others access the app, they will need to click 'I have a mango card' and input their old mango website log-in details again, this will bring up any remaining cards on your old mango account. Yours will have gone, but theirs will remain.
The money from that card will then migrate to their account overnight.
You can repeat this process for all cards on your account, and then everyone will have the balances transferred over to their new mango app accounts on their own phone.
Can I have a business and personal mango account?
Each mango account is specific to an individual customer and for security reasons we can only allow one mango account per email address and device. If you have a separate email address and a separate smart phone for work purposes you would be able to have a mango account on each device.
Why are my journeys not in my journey history straightaway?
Your journeys will flow through to your journey history throughout the day. However, we advise that you allow 24 hours until you review your journeys, as every evening we will apply the correct caps and discounts to ensure you're charged the right fare.
Does the app use a lot of power?
The app has purposefully been developed to use minimal power to save that all important battery life.
How much data does the app use?
The data usage of the app is minimal. You will only need data or WiFi when you first download your QR code at the start of the day. If you do this at home before you leave the house on your home WiFi, the app will have no more requirement to use data for the rest of the day - unless you wish to top-up your account.
What if a customer has no signal or internet?
mango needs internet connectivity to validate at the start of everyday before it can be used. Once this validation has taken place, no signal or internet is needed until validation is required again the following day.
Can I move my mango account from one phone to the other?
Once you have logged in to your mango app on a phone, you are not able to use the mango app on any other phone for the rest of the day.
mango will also limit the number of times you can move your account between different phones to stop the same account being used by multiple people.
However, you will be able to move your mango account a limited number of times to take account for you changing or upgrading your phone.
scanning the QR code
What happens if I forget to scan off?
You will be charged to the final destination of the journey that the bus is making. For instance - if you get on the mickleover heading towards Derby and correctly scan on, then get off at the Royal Derby Hospital but forget to scan off, you will be charged all the way to Derby which is the end of the journey. So always remember to scan off when you get off the bus.
How will I know if the QR code has scanned ok?
When you scan on or off the bus, the ticket machine will light up green and will make a noise.
What should I do if my phone runs out of battery?
If your phone runs out of battery before you travel, we are still accepting cash and contactless payments.
Additionally, if your phone runs out of battery during your journey, the vast majority of our buses have USB ports that you can use to charge your phone.
If there is no way of charging your phone and you're unable to scan off the bus, you will be charged to the end of the journey. Don't worry, if you contact our customer services team, we can correct this for you.
Why isn't my QR code scanning?
Make sure you hold your phone facing upwards and so the scanner can see the whole of the QR code. Ensure your screen brightness is turned up and that you don't have any cracks on the screen obscuring the QR code.
credit on my mango account
What happens to the credit on my mango card?
All of your credit can be transferred across from your mango card to the app quickly and easily. However, if you don't want to move across to the app, we can provide you with a refund here.
How do I know how much credit I have left on my mango?
You can view your balance at the top of the history page within the app. This amount reflects your balance at the start of the day and doesn't account for your journeys made that day. The balance is refreshed at the end of each day and accounts for all travel made on that day.
How much money can I put on my mango?
The minimum top-up amount in any transaction is £10, and the maximum balance allowed at any time is £250.
How long does it take for credit to load onto my mango?
Top-ups are instant and will be visible in your balance straight away.
How does a customer get their money back or cancel their trip?
If you scan on and decide that you no longer wish to travel, you can cancel your trip by scanning off as you leave (as long as this is done at the same stop you scanned on at). Additionally, our no quibble money back guarantee still applies to mango, but cannot be done live on bus. If you would like your money back you simply need to contact our customers services team who will be happy to help.
If I lose my phone, could someone else use my mango credit or access my bank details?
Most people take advantage of the security features on mobile phones which stops someone accessing the content of the phone if it is lost or stolen. mango will not ask you to sign in every time you use the app and therefore if the phone doesn't have a lock active and the phone is lost, someone may be able to use the credit on the phone to make top-ups. You can manually log out of the app at any time to protect against this though, should you wish to do so.
I'm on auto top-up now. How do I get it transferred to the app?
There isn't a way to automatically transfer your auto top-up across. However, you can set-up auto top-up in the app quickly and easily when you log in. Simply go to the accounts page, select auto top-up and then select the bank card you want to use and the amount you would like to add.
What are rolling caps?
Our mango caps continuously look back at your last 27 or 6 days to see if you’ve hit one of our caps, if you have then your journey will be free.
How do I get a refund on my mango card?
We can provide you with a refund here.