FAQs – Transit

What is Mobile Ticketing?

Mobile Ticketing is a technology that lets you purchase tickets, passes, and fares for buses, trains, and other modes of transportation on your mobile device.

What are the benefits of using Mobile Ticketing ?

– No more paper tickets

– No need to carry cash, count exact change or find a ticket machine

– Store tickets for future use

– Pay a single fare or multiple fares for a group of riders

– Buy tickets on your phone anytime anywhere.

Does it cost extra to use Mobile Ticketing?

No, the app is free to download and use. The only cost is what you pay for your tickets or passes. No service or handling fee is added to the cost of the tickets or passes.

Do you have to have a smart phone to use Mobile Ticketing?

Yes, you must have a phone or tablet that is capable of accessing the internet so your ticket can be activated.

How does Mobile Ticketing work?

Just open the app and follow these simple five steps:

1) Click “Buy Tickets” ( Currently there is only a 1 day pass)

2) Choose our quantity: You can buy multiple tickets to use later.

3) Click “ADD TO CART” Select Payment Method: Pay with Visa, MasterCard, Discover or American Express

4) Choose to “Use ticket(s) now” or save for future use. Note that if you choose to “Use Now” it will activate/use all tickets in that purchase.

5) Click “PAY NOW” then confirm Purchase

Here are some tips to keep in mind when using Mobile Ticketing :

– Use the correct email address/phone number. Your downloaded tickets are linked to the email address/phone number you used when you bought them.

– If you sign in to the app with a different email address/phone number, those tickets will not be available.

– Watch your battery level. Just like with paper tickets, you’re responsible for making sure you have a valid fare at all times. Remember to keep your phone charged!

– Activate your ticket before boarding.

GETTING THE APP

How do I download the app to get started?

Go to either the App Store (for iPhone) or Google Play (for Android) app store and search for “Mobile Ticketing” or the specific app name. Follow the instructions for your phone.

Which phones and operating systems are supported?

You can download the app on iPhones running an operating system of iOS 8.1 and above and Android phones running an operating system of 4.3 and above. Before downloading the latest operating system, be sure to check the app store description for supported versions. Jailbroken and rooted phones are not supported.

What if the app is unresponsive?

Try logging out of the app and logging back in, and then try powering your phone off and then back on. If you continue to experience technical difficulties, navigate to the “Help” tab in the app, or go to the Help Desk form online and submit a request to the Help Desk for assistance.

If my employer subsidizes part of my transit cost, can I still use the app?

You may be able to receive reimbursement by providing your employer with a receipt of your ticket purchases, but you should check with your employer first. Please check with your employer for details on what options are available for you.

What if I get a new phone? Can I transfer my tickets?

Yes, but only registered users can transfer unused tickets between devices. You also need to have the old phone, with an internet connection, in order to transfer the tickets to your new phone.

What if my battery dies?

You are responsible for showing proof of valid fare to operators, fare inspectors or other authorized personnel.

What is the difference between creating an account and signing in?

You should use “Create an account” if you don’t have one or want to create a new one. Use “Sign in” if you want to use an existing account.

How do I reset my password?

Navigate to the “Help” tab in the app, go to the “My Account” setting and you will find a prompt to change your password.

PAYMENT

Do I need a credit card to use the app?

Yes, you must have a valid credit or debit card to purchase tickets or passes using Mobile Ticketing.

Which credit cards do you accept?

We accept Visa, Mastercard, Discover and American Express.

How do I add a debit/credit card to my account?

Adding a debit/credit card can be done while making a purchase or by navigating to “Payment” in the menu. Click “Add Card” to enter details and “Add Card” again to make the addition.

Can I store more than one card?

Yes. You can add another card while making a purchase and tapping the “Add New Card” button when prompted for payment options. You can store up to three credit cards on your account.

Where is my personal information and credit card information stored?

All personal and credit card information is stored as tokenized data on a securely encrypted Payment Card Industry Data Security Standard (PCI DSS) compliant server. No account information is stored within the application.

How quickly is the payment processed?

Once the payment is authorized, the payment is processed immediately. A receipt can be emailed to your shortly thereafter.

What if my credit/debit card is declined?

First, confirm you have the correct bank card details registered in the app exactly as they appear on your card and billing statement, such as billing address, zip code and three-digit security code on the back. Other common errors include entering a “.” after the middle initial, including the apartment number in the Address Line 1 field, and incorrect billing address. If everything is correct, contact your bank for further information. Transactions showing as “pending” have not been processed and are typically removed within two business days. Your credit card will not be charged for these transactions.

PURCHASING FARES

Will I have to create an account to purchase a ticket?

Yes

Can I purchase more than one ticket at a time?

Yes, you can purchase more than one ticket at a time.

Can I buy tickets for family members?

Yes, you can purchase and activate multiple tickets at one time. On the active ticket screen there will be a dot at the bottom center of the screen for each ticket. Swipe left or right to present multiple tickets to the operator.

Do I need a wireless connection to buy tickets or use tickets?

You will need a network data connection or wireless connection to purchase tickets.

Is there a limit for purchases?

No, however only 10 tickets can be purchased in a single transaction.

Can I set up automatic purchases?

No, you will have to purchase tickets or passes every time you need them. However, you may purchase multiple tickets at one time for future use.

ACTIVATING YOUR TICKETS

When should I activate my tickets?

You can activate your ticket when you see your transportation arriving. Your ticket must be activated before boarding a vehicle.

What happens if my phone is offline?

You can use tickets that are already active offline but CANNOT activate a ticket offline.

Can I get a refund if I lose my device or purchase the wrong ticket?

No, all tickets are non-refundable.

Does a mobile ticket expire?

Yes, a mobile ticket can expire. Each ticket has a clear date and countdown timer to let you know it is still valid and when it will expire. Once the ticket or pass expires it moves into your Rider History.

What if the ticket expires before I can use it?

In the event that your activated ticket expires before you can use it, you would be required to purchase another ticket for your trip. That’s why you should wait until you see your transportation is approaching to activate your ticket.

Can I use multiple tickets at the same time for myself and my family or friends?

Yes, there will be a dots at the bottom center of the screen.  Each dot indicates a ticket.  To use multiple tickets simply swipe to show all of them to the operator.

SHOWING YOUR FARE

Where can I use mobile tickets?

All buses and there will be one gate at each station that accepts mobile.

How do I show the ticket, and when do I use it?

If an inspector or operator asks to see your ticket, click on “Active Tickets.”

Will a bus operator or fare inspector show me how to use the app?

Bus operators and other personnel are instructed not to touch a customer’s device. Please use the “Help” feature in the app for instructions on how to use.

Can I see how much time is left on the active ticket before it expires?

Yes, the expiration date and time is displayed on the top of your ticket. If your ticket expires and turns “grey” you may remain on the vehicle to complete your trip, but you may not board another vehicle until you buy or activate another ticket.

The ticket takes a long time to display, what can I do?

Don’t uninstall your app! Some devices with older operating systems do not work as fast as newer phones. If you have an older phone that works a little slower, please be sure to give yourself plenty of time to activate the ticket before your vehicle arrives. You should also check to make sure you don’t have too many applications open at one time, which can also affect the responsiveness of the app.

What if my screen is unreadable?

If your ticket cannot be read or displayed, it is not valid.

Can I use pre-tax transit benefit cards from my employer? 

Yes. In addition to debit and credit cards, the WageWorks® Commuter Card and the Commuter Check Prepaid Mastercard® are also accepted. Whether you commute via train, rail, bus – we make it easy for you to pay on the go using pre-tax dollars. Available in select locations.