How do I get 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.
Which mango is best for me?
The app automatically work's 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.
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 Kinchbus 2 heading towards Leicester and correctly scan on, then get off at Cossington but forget to scan off, you will be charged all the way to Leicester which is the end of the journey. So always remember to scan off when you get off the bus.
How do I know how much credit is 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 the day and account for all travel made on that day.
How can I see what I've spent on my mango?
You can see what you've spent on the history page within the app. However, we do advise that you leave 24 hours after travelling before checking, as the app will apply any relevant discounts during this time
Where can I use mango?
mango is available across the whole of trentbarton land and Kinchbus Universe, excluding the Arriva X38.
What if I run out of credit on my mango?
As long as you have 1p credit on your account at the start of the day you will be able to travel throughout the day, even if your account goes into a negative balance. However, if your account is in a negative at the start of the day, you won't be able to travel until you've topped-up.
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.
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.
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 straightaway.
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 correct fare.
What should I do if my phone runs out of battery or I forget to scan off?
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, or you forget to scan off, don't worry. You will be charged as though you have travelled to the end of the journey, but if you contact our friendly customer services team, we can correct this for you.
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 next day.
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).
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 of mobile phone which stops someone accessing the content of the phone if it is lost or stollen. mango will not ask you to sign in every time you use the app and therefore if the phone doesn't have a phone lock active and the phone is lost, someone may be able to use the credit on the phone and 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.
How will I know if it has scanned ok?
When you scan on to or off the bus, the ticket machine will light up green and will make a noise.
I'm on auto top-up now. How do I get that 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 account page, select auto top-up and then select the bank card you want to use and the amount you would like to add.
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 .
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 in the screen obscuring the QR code.
Once you hit our day, 7 day or 28 day caps any further travel will be free.