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Q&A Midttrafik app

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Can I use tickets from Midttrafik app on trains?

Single tickets, multi trip tickets and special tickets can only be used in Midttrafik buses, Letbanen and Lemvigbanen.

Transit tickets can be used in buses, Letbanen, Lemvigbanen and trains operated by Arriva and DSB within the zone validity.

 

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How much does a ticket cost in Midttrafik app?

You can see the prices, when you choose the different ticket options in the app.

Read more about your ticket options 

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When should I purchase my ticket?

Tickets must be purchased and received before boarding. If you board a bus, Letbanen or Lemvigbanen before receiving your ticket, you will be travelling without a valid ticket.

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Payments with MobilePay or card are not working – what should I do?

It is your responsibility to have a valid ticket. If there are problems paying with MobilePay and/or card, you can try to change the payment method. If this is not possible, you must purchase a ticket using another method. You can change the payment method under Settings.

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Are there any criteria to the photo on my transit ticket?

The photo has to live up to the current criteria for a passport photo (in Danish)

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Is it possible to purchase a ticket for more than one person?

Yes, you can choose to purchase a ticket for more than one person, both adults and children. If you buy a single ticket, you can choose group under Ticket type and number of persons. If you use a multi trip ticket, you must activate one charge per person.

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My device has run out of power – what should I do?

You are responsible for ensuring you can show your ticket to the driver or ticket inspector. If you run out of battery power, you must purchase a ticket using another method.

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I purchased a ticket but was unable to travel. Can my ticket be refunded?

We do not offer refunds on single tickets, multi trip tickets and special tickets. Transit tickets can be cancelled and refunded according to the current regulations.

If you want your transit ticket refunded, you can contact Midttrafik Kundecenter 

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Can I purchase tickets for night buses on Midttrafik app?

Yes, but the fare is double when you travel on a night bus, regardless of how short or long your journey is. In other words, you must use two single tickets or two charges from a multi trip ticket to travel on a night bus. If you have a transit ticket, you must purchase one single ticket or use a charge from a multi trip ticket.

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Where and when are tickets valid?

Tickets must be purchased and received before boarding. If you board a bus, Letbanen or Lemvigbanen before receiving your ticket, you will be travelling without a valid ticket.

Single tickets, multi trip tickets and special tickets can only be used in Midttrafik buses, Letbanen and Lemvigbanen.

Transit tickets can be used in buses, Letbanen, Lemvigbanen and trains operated by Arriva and DSB within the zone validity.


The tickets are valid within the selected start and end travel times shown on the ticket.

There are two sets of rules with respect to the valid time period:

For journeys within Aarhus municipality:
The valid time period is 2 hours and 15 minutes (2 hours as for a normal ticket plus 15 minutes because tickets from Midttrafik app must be purchased before boarding.) You must have completed your journey before the end of the valid time period. For example, if your ticket expires at 10:00, you must get off by 10:00 at the latest.

For other journeys:
The valid time period depends on the number of zones:
2 zones: 75 minutes (1 hour and 15 minutes)
3 zones: 90 minutes (1 hour and 30 minutes)
4 zones: 105 minutes (1 hour and 45 minutes)
5 zones: 120 minutes (2 hours)
6 zones: 130 minutes (2 hours and 10 minutes)

Thereafter, the valid time period increases by 10 minutes with each additional zone.

The last stage of your journey must begin within the valid time period. For example, if the valid time period ends at 10:00, you must have boarded by 10:00 at the latest. The ticket will show you the latest time you can board.

Midttrafik app will calculate the valid time period.

You cannot increase the valid time period by using more charges on your multi trip ticket.

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Can I purchase a ticket and forward it to another person?

Tickets will be issued to the user making the purchase and can only be displayed/used on the device on which it was purchased. Tickets must be used by the individual or group (in the case of group tickets) that made the purchase and must not be shared with others. It is not permitted to copy, print, change or forward tickets purchased in Midttrafik app.

Transit tickets can only be used on one device at a time. You can change device once a day.

Attempts to copy or manipulate tickets on Midttrafik app are considered forgery and will be reported to the police.

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How do I block my account?

You can block your account by sending an e-mail to mobilbillet@midttrafik.dk

Include 'Block Account' in the subject line.  

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Can I pay without entering my card’s CVC number?

Payment using a card requires you to enter the CVC number, or you can choose to pay with MobilePay instead. You must have an account with MobilePay and have the app installed on your device. You can change the payment method under My account.

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What should I do if my Midttrafik app isn’t working?

It is your responsibility to have a valid ticket. If you are having problems with Midttrafik app on your device, you must purchase a ticket using another method. However, there are a number of things you can try first:

  • Check that Midttrafik app can be used on your device. Midttrafik app can be used on iPhone, iPad or iPod touch devices using iOS 10 or later and Android devices using version 5.0 or later. Older versions of Midttrafik app ca be used with iOS 9.1 and Andriod 4.4. You can find information on your device’s operating system in its settings menu.
  • Try restarting Midttrafik app, and if this does not solve the problem, try restarting your device.
  • Check that you have the latest version of the app. Look for updates in the App Store (iOS) or Google Play (Android).
  • Check that GPS is activated on your device.
  • Check that you have access to the internet. If you do not have access to the internet, make sure that mobile data is switched on and that your mobile subscription has a sufficient data allowance available.
  • If Midttrafik app stops working due to system failure, service failure or similar, Midttrafik will inform the bus drivers. Customers using the app will not have to present a ticket under such circumstances. 
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Does Midttrafik’s travel guarantee apply when I use Midttrafik app?

Yes, our travel guarantee applies when you use Midttrafik app.

Midttrafik’s travel guarantee applies to all bus journeys in Midttrafik’s area, Letbanen as well as journeys on Lemvigbanen. The travel guarantee entitles you to a refund if Midttrafik is responsible for you being more than 20 minutes late to your destination. 

Read more about Midttrafik's travel guarantee

If you have any questions contact Midttrafik Kundecenter 

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Why was DKK 1 reserved in my account after I made a purchase using Midttrafik app?

If you pay by debit card, DKK 1 will be reserved as cover on your account. The money will be released automatically.

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Why can’t I see the Approve purchase button?

It is probably because the font size on your device has been changed to ‘large’. You can normally change the font size in Settings - Display - Font Size. Set the font size to medium. After restarting the app, you will be able to click on Approve purchase.

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I don’t have a ticket but the amount has been reserved in my account. Why?

If your purchase is interrupted for some reason, the amount will be reserved in your account. The sum will be returned automatically, but this can take up to 7 days for purchases made using MobilePay and 30 days for purchases made using a card. Payments can be interrupted due to network failures, errors with payment systems or your clicking on Back to mobile ticket before the green tick is displayed when paying with MobilePay. You will always receive a receipt via e-mail if the purchase has been successful. If you have not received an e-mail, the purchase was not completed.

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Why can’t Midttrafik app find my location or chosen stop even though GPS is turned on?

You can normally solve this problem by restarting the app. Alternatively, you can enter the stop manually.

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Can I purchase tickets for my children?

Yes, there are two ways you can purchase multi trip tickets for your children.

1. Purchase a multi trip ticket on your own account. Thereafter, your children can log into the app on their own device but using your login. This means they can use the multi trip ticket but they cannot make purchases unless they know your MobilePay password or the CVC number on your card.

2. Create a user account for your child. Purchase a multi trip ticket using your child’s user profile. Thereafter, your child can log into the app and use the multi trip ticket, but they cannot make purchases unless they know your MobilePay password or the CVC number on your card. You can log into your child’s profile from your own device to purchase multi trip tickets.

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Can I use Midttrafik app on a Windows phone?

No, Midttrafik app has been developed for Android and Apple’s iOS but not for Windows phones.

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Can I use Midttrafik app for journeys with other travel companies?

Midttrafik app is valid for bus journeys in the Central Denmark Region (Region Midtylland), Letbanen and on Lemvigbanen. If you are travelling in another region, you can only pay using Midttrafik app for that part of the journey which takes place in the Central Denmark Region.

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Why haven’t I received my ‘forgotten password’ e-mail?

Check your spam filter/junk e-mail folder. Otherwise contact Midttrafik Kundecenter on +45 70 210 230 so that we can check your account details.

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Why isn’t my coloured day code showing? It simply says ‘Offline – ticket must be checked’.

If you travel within the ticket’s valid time period, the ticket will be valid. If there are network problems or if, for various reasons, the app is not displaying the day code, the ticket can be validated by the driver or ticket inspector by checking the verification code.

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How do I purchase a ticket at a zone boundary using Midttrafik app?

If your stop is located at a zone boundary, you must manually choose a stop in the zone you wish to travel from. For example, if your stop is located between zones 302 and 304 and you wish to travel from zone 302, you can choose the stop at Grenåve/Brobjergparken (Aarhus).

If you have any questions contact Midttrafik Kundecenter