my mango
FAQ's
We’ve got some exciting news! From 12 August, we will be launching our brand-new version of the mango app named ‘my mango’. From this point existing mango customers using the current app will have 6 weeks to migrate over to the new app. Please note that your caps and travel history will not move over to the new app, so during that 6-week period, you will need to migrate to the new app at a time that is convenient to you. The existing app will continue to work during this time.
On 23 September, the existing mango app will be removed from all app stores and will no longer be available for use. Customers will then need to download the new my mango app and migrate their accounts over.
We have put together this handy set of FAQs to help with any questions you may have.
What are the new features of the new mango app?
- We have completely redesigned the entire app, and this means it will run much faster.
- You can now gift credit to your friends and family from either your mango balance or direct from your own bank account.
- You can login using your fingerprint or face ID, so no need to remember another password!
- You will also be able to take advantage of more caps and travel schemes.
How do I migrate from the existing mango app to the new my mango app?
Download the ‘my mango’ app from the Google Play and Apple store, in-put your existing account details and follow the instructions on screen to migrate your account across.
Will my travel history be available on the new app?
No, your travel history from the old mango app will not be available on the new my mango app. So, if you need to access this information, you will need to retrieve it before migrating to the new app.
Will my caps move over to the new app?
No, your caps will not move across to the new app. You will have 6 weeks to migrate to the new app, so you will need to do so at a time that is convenient to you and your caps.
Will my auto-top up move over to the new app?
No, auto top-up will not move across to the new app, you will need to set this up once you have migrated your account.
Will my concession or travel scheme move over to the new app?
Yes, your concession and/or any travel scheme you were participating in will automatically move across to the new app and you will not need to do anything.
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. All the current caps will be available in the new app, plus a few more which is great news!
How do I get a refund?
- For a refund on the current mango app, please email our Customer Services team on talk@trentbarton.co.uk or call us on 01773712265.
- You can now gift credit to your friends and family from either your mango balance or direct from your own bank account.
- Only customers who have personally added funds to their mango accounts are entitled to a refund, not those added by businesses, local authorities or as part of other travel schemes.
- If you have migrated across to the new my mango app, your balance will move over to the new app, and you can continue to use the funds on your account on our buses as normal. If you decide you want a refund of the monies on your new mango account, you can manage a 'part' refund through the new mango app, but a full refund would mean you have to delete your entire account and contact our Customer Service Team to receive the refund in total.
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 6S or higher for Apple devices.
How do I download the mango QR code?
- You will need to open the app using WiFi at the beginning of the day and once the QR code has refreshed, you will be able to use this for a 24 hour period without needing access to any signal.
How do I know how much credit I have left on my existing mango app?
You can view your balance underneath the QR code on in the app.
My QR code has been refreshed, yet my mango is still not scanning on the bus?
- Please ensure the time and date are not set to automatic in your settings, and the brightness is switched up.
When I tap my mango app on the bus, it picks up apple pay, google pay and/or my bank card as well as the transaction going through the mango app?
Please ensure your 'NFC’ is switched off and your express travel card is set to ‘none'.