Frequently Asked Questions

Getting Started

What is Tap to Pay?
Tap to Pay is a fast and easy way to pay for your ride by simply tapping a contactless-enabled credit or debit card, or a smart device like a phone or smartwatch, at a reader.

How do I know if my card is contactless?
Look for the contactless symbol on the front or back of your credit or debit card. It looks like a Wi-Fi signal turned on its side. Most prepaid debit cards don't offer this functionality.

What if I don't have a contactless card or want to pay with cash?
You can link an existing card to your mobile wallet if you would like to use Tap to Pay. The agency will still have options for cash payments or you can purchase passes with the Token Transit app.

What are transit validators?
Transit validators are the small payment readers located at boarding locations on the vehicle. You can scan a mobile pass or tap a card on the readers.

Can I use my phone or smartwatch to pay?
Yes. You can add your credit or debit card to a digital wallet like Apple Pay or Google Pay and simply tap your device at the reader.

Why do I have to unlock my phone or enter a passcode when tapping my phone?
This is an extra security method. If you're using Apple Pay, follow instructions to set up your payment card for Express Mode so you can tap without unlocking.

Payments & Fares

What type of payment methods are accepted on Token Transit’s contactless payment system?
Token Transit  currently accepts Visa and Mastercard contactless-enabled bank cards and mobile wallets aboard all vehicles. At this time, accepted mobile wallets include: Apple Pay, Google Pay, and Samsung Pay.

Can I use one card to pay for multiple people?
Each person in your group must use their own card or device. The validator will not accept the same contactless payment method for multiple riders.

How do transfers work?
Simply tap the same card or device when you transfer. Alternating between a physical card and digital card will not provide the transfer benefit. The system will automatically recognize the transfer and deduct the correct fare, including any transfer benefits.

What will I be charged?
You will be charged the cost of a Single Ride fare. Please reference the fare prices from your transit agency’s website.

What if I’m eligible for a discounted fare?
At this time, no discount fares are available with Tap to Pay. Use mobile passes or cash to pay the discounted fare.

How do charges appear on my card statement?
Your rides will appear on your bank statement typically labeled as "TT_[Transit Agency Name]."

Are there additional fees for using Tap to Pay?
No, there are no additional fees to use Tap to Pay.

How do I request a refund?
If you suspect you have been charged more than once or have not been charged the correct fare, please contact Token Transit at support.tokentransit.com.

How do I dispute a charge?
If you did not authorize a charge or believe that you have been charged incorrectly, please contact Token Transit at support.tokentransit.com.

Security & Support

Is my payment information secure?
Yes, contactless payments use the same secure technology as chip cards. Your credit card number is never stored on the system.

Will my information be kept private?
Token Transit (or any third-party agent) never stores, sells, or shares your personal payment data. All customer support and data handling adhere strictly to PCI (Payment Card Industry) standards, which are the global requirements for securing credit card information. Our customer service representatives cannot access or view your full credit card account numbers. They only have access to the necessary transaction details required to answer your support questions.

Does my card issuer see my transit travel history?
No, the card issuer will only see the transaction amount.

What if I have an issue with my transaction or a question not listed here?
Please contact Token Transit at support.tokentransit.com.

Troubleshooting

What should I do if the reader doesn't accept my payment?
If you tap your card or device and the reader shows that your payment was not accepted, you must use an alternative payment method immediately to complete your ride.

Your payment may be declined for several common reasons:

• Insufficient Funds: Your account may not have enough money to cover the fare.
• Bank Decline: Your bank has declined the transaction for security or other reasons.
• Blocked for Prior Fare: Your payment method may have been blocked temporarily if a prior fare payment was not successfully processed (e.g., a chargeback or insufficient funds from an earlier tap). This block will remain until the outstanding fare is paid.
• Damaged Card/Device: Your physical card or payment-enabled device may be damaged or malfunctioning.
• Not Contactless-Enabled: Your card may not be equipped with contactless technology.
• Card clash: Multiple payment methods touch the reader simultaneously, such as a physical wallet with several contactless bank cards inside. 

Quick Solutions:

1. Use an Alternative: Try another contactless card, or use a different card stored in your mobile wallet (Apple Pay, Google Pay).
2. Contact Your Bank: To resolve issues like a block, insufficient funds, or a bank decline, you must contact the bank that issued the card. They can provide details on the decline reason and help resolve the issue.
3. Troubleshoot Your Device: If you are having trouble with a mobile device, try removing the card from your digital wallet and adding it back in.
4. Remove your card from your physical wallet: Scan only one payment method when paying your fare.

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Looking for additional support?

Please submit a support request at support.tokentransit.com or send a detailed message to help@tokentransit.com.