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Last updated: 03:57

It's easy. You can order a Key card online here. Fill out a short form to register for a Southeastern account and it will arrive at your home address within 4 working days.

Once you’ve received your Key Card, you can download our Southeastern app from the Apple Store or from Google Play to get started.

You can then buy Single, Return and Season Tickets and load them on to your Key by simply tapping your card onto the back of your phone. This means your ticket should be available within the next 15 minutes.

Please note that this function is only available on iPhone model 7 and above and Android phones with NFC functionality.

If you don’t want to use our app, simply login to your online account and buy tickets on our website. You then need to go to your nominated station and touch in at the yellow card reader on the gate or validator to load your ticket onto The Key. 

If there is no gate or validator at your chosen station, use the yellow card reader on the Ticket Vending Machine to load your ticket. When buying tickets this way, you’ll need to allow 2 hours between purchasing your ticket online and loading it onto The Key.

Remember to keep your Key Card separate from other contactless cards to prevent ‘card clash’ when touching the reader.

You can use your Key anywhere on our network, including high speed services. You are also able to buy tickets for other train companies across mainland Britain.

Tickets can be bought either online or through the Southeastern app.

You can buy day singles, day returns and Season tickets in advance on your Key card.

If your starting station is outside of Greater London, you are able to add a London Travelcard* onto The Key.
(*includes season tickets and one-day Travelcards).

You cannot buy Advance tickets (low cost, standard class, single tickets for travel on specific trains), Early Bird Season tickets, Anytime Open Returns and Off-Peak Open Returns onto The Key.

PlusBus tickets are not yet available on The Key.

If your starting station is within the travelcard zones you are not able to add a London Travelcard – including Season tickets and One Day Travelcards – onto The Key.

You can buy up to 5 different tickets on your personal Key card. These are individual tickets only – family tickets cannot be loaded onto The Key.

Each ticket must be bought and loaded separately. You can only have one ticket in your basket at a time.

You don't need to wait for your existing ticket to expire before loading a new one.

If you've already bought a paper Season Ticket but want to transfer it to your Key card, you can request a paper ticket transfer while registering for your Key card. Your new Key card will be delivered to your local station for collection.

Please note: you can only transfer Southeastern paper tickets onto your Key card. Paper tickets bought from other operators (e.g. Trainline) cannot be transferred.

Yes, there is a special Key card for children from ages 5-15. This is only available to order online. You'll need a passport-style photograph when registering for a child Key card.

Please note that your child will need their own online account with us, before you'll be able to order them a Key Card.

Yes, by selecting the Railcard option when purchasing an individual ticket on our website or app.
Please remember to take your Railcard with you when you travel.

Unfortunately, tickets discounted with railcards requiring multiple travellers (e.g. Family, Two Together) and Group Save are not available to be loaded onto The Key.

The Key is for individual use only.

If your Key is lost or stolen, we'll block it so you won't lose out, plus we will replace it for free.

Simply log in to your account and select 'My account' from the dropdown menu.

You will then be taken through to a new page where you will see 'The Key replacement' in the left-hand menu, select that and fill in the form.

In this circumstance, an additional ticket to travel must be purchased. 

On the first occasion – within 12 months – we’ll be happy to arrange a refund on the extra ticket. 
On the second occasion – within 12 months – an administration fee of £10 will be charged. 
Any further claims won’t be considered within a 12-month period. 

Where possible, please retain the additional ticket you’ve purchased and apply for a refund at your local Southeastern ticket office. Alternatively, you can apply for your refund by contacting Customer Services

Please note, we will only refund the extra ticket purchased if your Key card is registered with Southeastern.

It’s possible the issues you’re experiencing are device or internet related. We would advise you to clear the cache, cookies and browsing history from the device you’re using. This is because stored data can interfere with some website functions. 

Please make sure you’re using the latest version of our Southeastern App, which is available from the Apple Store, or from Google Play.

If this hasn’t resolved the issue, then please contact our Key Team here.

No, you can only use each day pass on one day only. A Flexi Season ticket is specifically designed for people travelling to and returning on the same day, on eight days of your choice and within 28 days.

If your question is about a ticket refund on your Key, please visit our Key refunds FAQs.
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