Frequently asked questions - App related

Nottsbus On Demand is now managed by the East Midlands Combined County Authority (EMCCA). We will continue to host this information on our website, which includes details on how to get in touch. Find out more on our EMCCA transition page.

Information and guidance on the Nottsbus On Demand app. 

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Where can I download the Nottsbus On Demand app?

The Nottsbus On Demand app is available to download for free from the Apple App Store and the Google Play Store. The app has been created by Via, a software company specialising in demand responsive travel (DRT). 

How do I book a journey via the app?

Once you have downloaded the Nottsbus On Demand app and registered for an account, follow these steps to get going:

  1. Select your pick-up and drop-off addresses by moving the green pin to your desired locations or by typing them in manually. You'll also be asked to confirm the number of passengers who will be travelling.
  2. Nottsbus On Demand will take a few seconds to check for available vehicles and connect you with the best one for your journey. To confirm a journey simply click 'Book This Journey'. If there is an alternative local bus service that will get you to your destination, the app will direct you that option instead.
  3. When travelling with Nottsbus On Demand, our app will work out the bus stop or designated pick-up point that is closest to the location you have provided. This may be a short walk from the address you provided so make sure you check the location in the app. If you have your location services switched on you will be shown a dotted line to the bus stop or designated pick-up location, where you can meet your driver in a Nottsbus On Demand branded vehicle. We’ll also provide the vehicle make and registration number so it’s easy for you to spot the bus.

Please be patient during busy periods - Waiting times can fluctuate depending on demand from other users, however we will aim to get one of our buses to your bus stop or designated pick-up point within 60 minutes. If all our buses are busy and you cannot book a journey you will get a message to say that all the seats on the buses are full. If this happens, check back every 10 minutes as our app is run in real time, so as soon as the next bus is available it will show in the app.

If you need to reach your destination by a specific time, we recommend you select an earlier arrival time when booking your journey to take any delays and busy periods into account.

Do I need to create an account?

Yes, you will need to create a Nottsbus On Demand account to use the service. To do this you will need an email address and a mobile telephone number.

If you do not have an email address, you can create an account by calling our customer support number on 0115 804 0404, however, you will not be able to use the app. You will be able to book your journeys over the phone. Please note this phone line is only available between 9am and 4:30pm, Monday to Friday (excluding bank holidays).

How do I reset my password?

To reset your password, open the app and select ‘forgot password?’ and follow the prompts. For further assistance, email nottsbusondemand@eastmidlands-cca.gov.uk

Do I have to download the app to use the service?

We recommend that you download the Nottsbus On Demand app if you have a smartphone and an email address as this is the quickest and easiest way to book and pay for your journey and track the progress of your bus. However, if you do not have an email address, or a smartphone or tablet, you can call us on 0115 804 0404 to create an account. You will be able to book your journeys over the phone. Please note this phone line is only available between 9am and 4:30pm, Monday to Friday (excluding bank holidays).

Why do you need my contact telephone number?

In the unlikely event that there is a problem with the bus, we will contact you via SMS text message. You will only be contacted by the driver of the bus or a member of the office team at Nottinghamshire County Council.

Does the app support visually impaired passengers?

The Nottsbus On Demand app uses adaptive font sizes and contrast, VoiceOver (iOS) and Talkback (Android), which allows visually impaired users to navigate the app by hearing a description of what is shown on the screen. Visually impaired passengers can also notify the call centre when calling to book their ride and this information will be passed on to their driver to allow for a smooth pick up. 

Can I set a favourite location in the app?

Yes, head to the ‘Favourites’ tab in the app menu, tap ‘Set Home Address’ or ‘Set Work Address’ and type in the address of your preferred location. You will be able to select from your Favourites each time you book a ride with Nottsbus On Demand.

I have downloaded the Nottsbus On Demand app but it won’t work – what can I do?

If you are experiencing issues with the app, please email us on nottsbusondemand@eastmidlands-cca.gov.uk or call us on  0115 804 0404. Please note this phone line is only available between 9am and 4:30pm, Monday to Friday (excluding bank holidays).

Why is my location showing in the middle of the ocean?

Make sure ‘location services’ are enabled for the Nottsbus On Demand app in your phone’s settings.

Can I see my past journeys and purchases?

Yes, just head to the ‘History’ page in the Nottsbus On Demand app menu.

I am abroad, can I book Nottsbus On Demand to pick me up from East Midlands Airport?

If you want to be picked up from East Midlands Airport and taken somewhere in the West Rushcliffe Zone we recommend making an ‘on demand’ booking when your plane lands in the UK, instead of an advance booking when you are abroad.

Whilst it is possible to make an advance booking outside the UK, the Nottsbus On Demand app will default to the time zone you are in at the time the booking is made. This means that if you are in a country that is two hours ahead of the UK and you make an advance booking for 10am the next day, the journey will actually be booked for 8am in the UK the next day due to the time difference.  

I've heard the payment system has changed. What does this mean?

The Nottsbus On Demand payment system is being updated from Tuesday 7 July 2026. 

This means that all previous payment details held by the old system will be deleted. 

To enable you to continue to book and pay for journeys through the app, you will need to resubmit your payment details when prompted.

This will be a one-off occurrence and you will be able to continue to use the in-app service as before following the update.

To prevent potentially falling into arrears, please update your payment details as soon as possible on or after Tuesday 7 July 2026 and before booking your next journey. Please note that any changes you make to your payment details before Tuesday 7 July 2026 will be deleted and will need to be resubmitted.

Customers who choose to pay on board by cash or contactless will be unaffected by the update. Pre-paid tickets will also still be valid. If you use a concessionary travel pass for your journey, you will not need to make any changes to your account and will be able to continue to use the service as usual. 

How can I add a new payment card in the app?

To add a payment card into the app, you will need to: 

  1. Open the Nottsbus On Demand app.
  2. Click the three lines in the top left-hand corner to access the side menu.
  3. Tap on your name to open account information.
  4. Select "Payment method."
  5. Choose "Add a new payment method."
  6. Enter your card details.
  7. Click "Save."