Help

How can I complete or change my personal information?

Go to “My profile” and click on “Edit profile” or the pencil icon. You can then enter your personal information. Finally, press the “Send” button to save the changes you have made.

Remember that you can also edit your personal information in TMB App by going to the main menu and clicking on the area where your user name and email address appear. Then you can complete or change your details by clicking in each field and save them.

How do I select the notifications I want to receive?

From the website, enter the section “Management of notifications” of the “Settings” section and choose the notifications you want to receive, such as information on events affecting routes near where you live, news of leisure and cultural promotions or general TMB newsletters. To save the selection of these notifications, click the "Save Changes” button.

I want to stop receiving the notifications I have selected. How do I do it?

Just unmark the notifications you don't want to receive in “Manage notifications” in “Settings”. Then click on the “Save Changes” button and you will receive a message confirming that you have modified the notifications.

How can I log out of my personal JoTMBé area?

Open the personal menu and click on “Log out”.

How can I deregister for my personal JoTMBé area?

Go to “Settings”, “Account Management” and click on “Delete my account”. Next, a message will appear to confirm you want to delete your account. If you agree, click on the “Delete” button.

Remember that all your account information will be lost and you will no longer receive information updates or benefit from fast, easy searches.

I want to save the lines I use to see them when I want. How do I do it?

Go to the "My Favorites" section and add the lines and stops you need. Then, the corresponding pages will open with the list of all the lines and, from these pages, you can save your favorite line.

A message will then appear confirming that you have added the line you have chosen to your favourites.

You also have the possibility to save your preferences by directly accessing the corresponding sections of the "Transport network" section and marking the star that appears next to the names.

You can save an unlimited number of lines.

How do I save the stops and tations I use most?

Enter the "My favorites" section and in the "All" tab you will find the list of lines, stops and bus and metro stations you have saved.

To obtain detailed information about the favorites you have saved, such as timetables, maps, links, etc., click the link "Check the details of the line, stop or station" that appears when you open them.

Another way to check your favorites is from the home page where, once you've logged in, you'll be shown direct access to the metro lines and bus lines you've saved.

Where can I see the lines, stops and stations I added to my favourites?

Go to “Favourites” and then “All” to see a list of the lines, stops and stations you have saved.

For detailed information on your favourites, such as timetables, maps, links, etc., click on “Check line, stop or station details”, which appears when you click on them.

Another way to check your favourites is from the home page where, once you log in, you will be shown shortcuts to the “Metro lines” and “Bus lines” you have saved.

How can I find out about planned disruptions to services on my favourite lines?

Enter the "My favorites" section and in the "All" tab you will find the list of lines, stops and bus and metro stations you have saved.

To obtain detailed information about the favorites you have saved, such as timetables, maps, links, etc., click the link "Check the details of the line, stop or station" that appears when you open them.

Another way to check your favorites is from the home page where, once you've logged in, you'll be shown direct access to the metro lines and bus lines you've saved.

If you access the TMB App, consult your "My Favorites" location preferences from the main menu or in the sections of each transport that appear on the home screen, both simple and personalized.

I want to delete lines, stops and stations from my favourites. How do I do that?

Go to “My favourites”, click on the favorite you want to delete and two options will appear:

• Click on "See line, stop or station detail". A new page opens. Click on "Delete line, stop or station from favourites", in the upper right-hand corner, next to the "Line, stop or station detail" and "Line, stop or station map" tabs.
• Unmark the red star underneath the name which means it was saved as a favorite.

In both cases, a message appears asking you to confirm that you want to delete. If you do, click on "Delete". By deactivating this feature, you also lose the alert that allows you to receive information on disruptions or incidents that occur in your favorites.

You can also delete lines, stops and stations from your favorites in "Transport network" and unmarking the star next to the name.

How can I create alerts to find out about disruptions lines, stops and stations in my favourites?

You can set up personalized alerts for lines, stations and stops from your favourites.

• In the message confirming that you have added a line, stop or station to the "My favorites" section, click the "Activate the alert" link or the button that appears next to it.
• If you already have a line, stop or station saved, access the "My favourites" section and select the favorite on which you want to create an alert. Click the editing pencil with the “Edit Favorite” link below. Then, you will be shown the option to activate the alert by clicking the "Activate the alert" link or the button that appears next to it.

In both cases, choose below whether you want to receive the notification to the email address or to the TMB App. To finish, click the "Save" button to save the changes made.

I want to temporarily stop receiving notifications of all alerts. Can I deactivate them all in one go?

Yes. If you deactivate the option to receive alerts of your favourites, you will no longer receive alerts until you activate it again. By doing this operation, you will keep the personalized configuration of each line and  route and metro station and bus stop of your favourites. You do not have to manage them every time. You will only lose this information if you delete the account.

How can I save my regular places to streamline searches and find the closes public transport?

Click the “Save a place” button in “Places and routes”. A text box appears where you have to enter the address you want to save and select a type of place, such as home or work. You can also write a custom nickname to identify it better. Finally, click on the “Save the place” button and a message will appear confirming that you have added a place.

I usually look up the same routes. How can I save them to check them more quickly?

Click the “Save a route” button in “Places and routes”. Two text boxes appear where you have to enter the origin, in the first, and the destination, in the second. You can select routes you have previously saved and that come up as suggestions. You can also write a custom nickname to identify it better. Finally, click on “Save the route” and a message will appear confirming that you have added a route.

Ho can I consult the recommended route for the regular routes I have stored?

To find the best route, click on “See your route”, where you'll find your routes saved in “Places and routes”.

You can also open the “Journey planner” tab, in the home page, as long as you are logged in, and click on “My routes”. Then select one of the routes you have saved and press the “Search” button.

Or you can go to “Journey planner” in the “Transport network” section and select the route that you have saved in “Places and routes”.

I want to see the stops closest to my saved places. How do I do it?

In the “Origin” field of the “Journey planner”, choose one of your "Favourite places", select "Search for the nearest transport options to this location" and press "Search".

I need to know when the next bus is due at a stop I have saved as a favourite. How can I see that?

Make sure you're logged in, click on “iBus”, in the upper left-hand corner of the home page, and mark the option “Stop code”. Then select one of your favourite stops and press the “Search” button. You will see in real time how many minutes until the next bus is due at the stop.

Or you can go to “iBus” in “Transport network” section, selecting the stop you saved in “Favourites”.

How can I remove the places and routes I have saved?

In “Places and routes”, click on the bin icon next to each place or route you have saved. Next, a message will appear to confirm you want to delete your account. If you agree, click on the “Delete” button.

What rewards can I qualify for?

In the Loyalty Program Rewards section you can see the full list of rewards and check if you are at the right level to participate. Each of them also gives the deadline date for entering, the number of rewards available and the mechanics of how to take part so you can benefit from them (prize draw, preliminary draw or test of skill). Remember that you have access to the rewards both at your level and also those of levels lower than yours.

How can I check how many points I have and which level I belong to?

Under “My Points” in the “My Profile” section of your personal area, you can check your points total to date and which of the 4 programme levels you belong to. You can also see a detailed history of the actions you have carried out and and how they have affected your points total (additions and deductions).

Do I have more chances of winning a prize if I belong to a higher level?

Yes. According to the instant winner moment, if you belong to a high level, you will have more daily opportunities to participate and, therefore, your chances of winning a prize will increase.

Below are the daily opportunities to participate depending on the level reached:

• Level 1: 2 daily opportunities.
• Level 2: 4 daily opportunities.
• Level 3: 6 daily opportunities.
• Level 4: 8 daily opportunities.

Can points be deducted from my points history?

Yes. There are some actions that carry points, such as eliminating your favourite metro and bus routes, stops and stations or deactivating service alerts among other interactions. Another situation in which points will be subtracted is when their validity has expired. 

Do the points I have earned have an expiry date?

Depending on the type of action you undertake, the programme establishes how long your points are valid for in different ways: either they last forever (if you keep your JoTMBé user account) or else there is a time limit on them and they expire. In this latter case, if the period they are valid for expires, the points earned for that particular action will be deducted.

You can find out about point validity periods in the full list of actions shown in the section How to obtain points.

Why have I gone down a level?

You can go down a level when there is a reduction in the points you have earned and your overall total dips below the minimum number of points required for the level you are on.

Is my points total updated immediately when I carry out an action?

Not in every case. According to the action you carry out, the calculation of your points total is either immediate (there might be a few minutes delay while the update is processed) or on a monthly basis (on the first of every month). Check how points are updated on the list of actions that appears in How to obtain points.

What can I do if I am not credited with the points I am entitled to?

If your points status has not been updated in line with the terms established in the table of actions shown in How to obtain points, send us a request for information using our form and putting “JoTMBé Points Programme” as the subject. You will receive a reply sent to the email address you provide us with.

Find out about the advantages of purchasing transport tickets through our website and the TMB App in the page Purchase tickets online.