Call 612-373-3333 option 2 and ask for a translator to get a translation of these FAQs.
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Peb pab tau. Nug ib tug neeg sawv cev hauv lub chaw.
Metro Transit's mobile ticketing app works on iPhones and Android phones. The app is supported for operating systems currently being supported by Apple and Google. Jailbroken, rooted phones, and Beta operating systems are not supported.
Questions about the app
Do I have to create an account to purchase a ticket?
Yes, you need to download the Metro Transit app and then create an account in order to make a purchase. If you already have a metrotransit.org account, you can use that account. Please note that if you already have an account at metrotransit.org, you cannot create a new account through the app using the same email address or username.
How do I set up my account?
There are 2 ways to create an account:
1. After you first launch the app, you'll see a prompt to create an account.
2. Or, you can use y our existing metrotransit.org account.
What is the difference between creating an account and signing in?
"Create an account" if you don't have one or want to create a new one. "Sign in" if you want to use an existing account, including one you have previously used to log in to metrotransit.org.
Do I have to use my real name when I create my account?
When you associate a credit/debit card with your account, you will be prompted to enter your real name. This information must match the information associated with the credit/debit card, for verification purposes.
How do I reset my password?
If you are not signed in to the app, tap on “Reset your password" on the log in screen on the app.
How do I change my password?
If you are signed in to the app, tap on “Settings” section and the "Manage User Account." This will take you to the Metro Transit website where you will be prompted to sign in. Once you are signed in, you can click on your account and change the password. You may also go right to the Metro Transit sign in page in any browser and make the changes.
How do I change the information associated with my account?
Navigate to the "Settings" section in the app. Select the account information you would like to edit. Once you've updated your account information, don't forget to select "Save."
Credit/debit card and payment questions
Do I have to use tickets right away when I buy them?
When you buy tickets, they are stored in “My Tickets” – much like stored value on a Go-To Card stays there until you ride. Buy in advance so you're always ready when your bus or train pulls up!
Do I need a credit/debit card to purchase tickets?
You will need a valid MasterCard, Visa, American Express, or Discover card to purchase tickets using the mobile app. Customers can also use pre-paid debit cards, pre-paid gift cards or their Google Pay, and Apple Pay account to purchase tickets.
How do I add a credit/debit card to my account?
Saving a credit/debit card is done when making a purchase or can be done in the Settings section of the app.
Can I store more than one credit/debit card?
Yes. You can add another card while making a purchase.
How do I delete a payment method?
When you are on the Buy Tickets screen, select a ticket and get to the point where you are able to set a payment. Tap the "Set Payment" button. Under that menu, payment methods can be deleted.
For Android: Swipe right on the payment method you'd like to delete and follow the prompts
For iOS: Swipe left on the payment method you'd like to delete and follow the prompts
Where is my personal information and credit/debit card information stored?
All personal and credit/debit card information is stored on a securely encrypted Payment Card Industry Data Security Standard (PCI DSS) compliant server.
How quickly is the payment processed?
Once the payment is authorized, the purchase is processed immediately.
Why did I get a receipt from Token Transit or see a charge from "TT* San Metro Transit Francisco" on my bank account?
Metro Transit's app is built and maintained by Token Transit, who offers mobile ticket solutions for a number of transit agencies. All payments are processed though Token Transit which is why the receipt comes from them. When the charge shows on your payment account you will see something similar to "TT* Metro Transit Dec 1 San Francisco" with the appropriate date of the transaction.
What if my credit/debit card is declined?
First, confirm you have the correct credit/debit card details registered, such as billing address and security code on the back. If these are correct, and the card is still declined, you will need to contact your bank for further assistance.
Using tickets questions
How do I use a ticket?
Open the app on your phone, and select "My Tickets” from the menu in the top left of the screen.
Select any of the tickets listed by tapping “Use Ticket.”
Tap on "Use Ticket" on your desired ticket. It will then activate, and you will see an animation and the current time. The expiration date will display in the white box near the bottom of the ticket. Tapping the “X” in the top right on your active ticket will return you to the “My Tickets” screen. Your active ticket will be shown at the top of the list under “Activated Tickets” and will also show the time remaining on that ticket.
When prompted by a bus driver/Transit Police officer, you can select the active ticket from the list of “Active Tickets” and display the screen for visual validation.
A Metro Transit driver or Metro Transit Police officer may ask this to ensure ticket is valid/not fraudulent. To do this, tap the “X” as described above and then tap on the active ticket again.
Do I need a wireless connection to purchase tickets or use a ticket?
Yes, you will need a network or wireless connection to purchase tickets and use tickets
Can multiple fares be purchased at one time?
Yes. Choose the ticket you would like to purchase and adjust to totals in your cart before you pay. You can buy multiple ticket types if you like, just tap "Add Another" in the cart.
How long can I keep an unused ticket on my phone?
Tickets stay on your phone until they are used. There is no expiration for unused tickets.
Can I use multiple tickets at the same time on my device for family and friends?
Yes, you can activate as many tickets as you need to ride with a group. Please note that everyone must ride together for the duration of the trip.
Can I ride on Express buses with the app?
Yes. You must purchase an Express Rush Hour fare or Mobility Express fare to ride any Express bus service. These tickets are valid on both Rush Hour and Non-Rush Hour Express service.
If the ticket takes a long time to display, what should I do?
Some phones 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 the bus or train arrives. You should also check to make sure you don't have too many applications open on your phone at one time, which would affect the responsiveness of the app.
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 bottom of the ticket and in the “My Tickets” section of the app. If your ticket expires before your stop, you may remain on the bus or train to complete your trip, but you may not board another bus or train. If you are asked to show your ticket, please show the expired ticket if available on your screen or show the ticket in the “History” section of the app
Will a bus driver or other personnel need to handle my device?
No. Bus drivers, Transit Police, and other personnel are instructed not to touch a customer's device. If driver or officer asks you to verify a valid ticket, simply press the “X” in the upper right of the ticket to go back to “My Tickets” and re-open the ticket.
What if my device battery dies?
You are responsible for showing proof of valid fare to bus drivers or Transit Police officers. Only a visible, active ticket will be considered a valid form of fare payment.
What should I do if I get a new phone or if I lost my phone?
If you get a new phone, just install the Metro Transit app on the new phone and sign in with the same account you used on the old phone. Unused tickets will then be in the app and usable.
What should I do if I have to reinstall the app?
You should follow the directions "What should I do if I get a new phone or if I lost my phone?" listed directly above.
What if I purchased the wrong ticket? Can I get a refund?
No, tickets are non-refundable.
I have a Reduced Fare ID card; can I get reduced fares through the app?
Yes. Reduced fares are available for purchase in the app. You may be asked to show valid ID for Senior/Youth/Medicare or Mobility fares.
Requirements:
Seniors (ages 65+) – Photo ID with "T" endorsement required
Youth (ages 6 to 12) – Ages 5 and under ride free (limit 3) and must ride with a fare-paying customer
Medicare card holders – Medicare card and Minnesota driver's license/state ID required
Persons with Disabilities – State ID with an "A" or "L" endorsement or a Metro Mobility ID card required
What if the app is unresponsive or I am getting an error message?
Try logging out of the app and logging back in, and then try powering your phone off and then back on. If you are still having issues try uninstalling and reinstalling the app.
I did not receive a confirmation email when I purchased tickets, did my order go through?
Check your junk/spam email folder; the confirmation email may have ended up there. You should be able to see your purchase under "My Tickets" in the app. If the tickets do not appear under "Tickets," you can check your "History" in the app as well.
Other ways to purchase tickets
Are there other ways to purchase mobile tickets?
Yes! You can also purchase Metro Transit tickets on a number of other transportation apps. Currently, that includes these apps for iOS and Android: Moovit and Token Transit. You can also buy them in Google Maps on Android.
Are the tickets the same on the other apps?
Yes, the same tickets are available on all of the platforms you can buy Metro Transit tickets. Show them to the bus driver or Transit Police officer just like you would with the Metro Transit app.
How do I pay in these apps? Do I need a Metro Transit account?
Each app has its own payment system. Please refer to those apps for more information. The account for each app will be used to purchase tickets, so you will not need a separate Metro Transit account.
I'm having issues with a Metro Transit ticket purchase on one of these apps. Who should I contact?
Please contact Metro Transit Customer relations at metrotransit.org/contact-us.
I'm having an issue with a trip, real-time information, or another non-ticket related issue with one of the non-Metro Transit apps. Who should I contact?
Please contact the customer service/developer of the app you are using.