How to take and upload your passenger photo

Taking a passenger photo

We recommend taking a new photo to ensure it's relevant and up to date. We're going for the "passport photo" look. The photograph should be portrait orientation - not landscape. It should include the passenger head and shoulders only, preferably against a plain background with good light.

Cameras on mobile devices are the recommend way of taking photos of the passenger as they tend to be most convenient.

Uploading a photo from your mobile device

You may find it easiest to buy tickets directly on your mobile device, as it has easy access to photos taken on your camera and can simplify the upload process.

Uploading a photo from your desktop computer
If you're purchasing the ticket on a desktop computer, you'll need to get access to a photo. This could include:

If your passenger photo appears sideways, this is usually because the photo itself is sideways. Before uploading, you can manually rotate it using a number of methods depending on which device/system you're currently using. You may find this article helpful on how to rotate images. If you are still struggling do not worry, it is OK to upload sideways and the software will usually correct it automatically after the purchase has been completed.

This is typically the actual issue. This means you have not completed all of the other mandatory fields on the form. Please scroll up to the very top of the form and ensure every single field is completed. If you are buying an ad hoc ticket (single/return/week) this means supplying the journey date - the first field in the form. Leaving any field unfilled will prevent you from progressing.
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If nothing happens when you hit upload photo, or if selecting the photo does nothing, this likely means your web browser app doesn't have permissions to use/access Photos or Camera.

Settings ➡️ Privacy & Security ➡️ Photos ➡️ Safari / Chrome / Other web browser app

If this value is "None". Change this to "Full Access", (or "Limited Access" for selected photos).

If instead accessing the Camera directly, you can update the following permission:

Settings ➡️ Privacy & Security ➡️ Camera ➡️ Safari / Chrome / Other web browser app

Change this value to ON if currently OFF.

You may need to close your web browser app fully, and reopen and access your ticket purchase again.

Settings > Apps > Samsung Internet > Permissions > Photos and videos > Change to "Allow"

Settings > Apps > Chrome > Permissions > Photos and videos > Change to "Allow"

Settings > Apps > Google > Permissions > Photos and videos > Change to "Allow"

You may need to close your web browser app fully, and reopen and access your ticket purchase again.

If you struggle to use computers, now might be the time to enlist the help of a friend or family. With familiarity of technology, passengers are likely to find this process straight forward. Contact [email protected] for further assistance.