FREQUENTLY ASKED QUESTIONS
New to EZfare? No problem, we have some answers for you…
TOP MOST ASKED QUESTIONS
Where can I use mobile tickets?
You can use mobile tickets on all routes for the corresponding agency that you purchased a ticket or pass for: Please verify full fare policies in advance of travel with your preferred agency’s website.
How and when should I activate my mobile ticket?
You should only activate your ticket when boarding a transportation vehicle (bus). Please have the mobile ticket activated and ready to show to your driver when boarding a vehicle or as requested by your local transit policy. Do not activate prior to the arrival of your bus, as tickets are only active for 30 minutes before expiring. Your purchased tickets can be found in your Ticket Wallet on the main screen on the mobile ticketing application.
Do I need to activate my tickets each time I travel?
One use tickets must be activated for each trip taken. If it is a day pass (or 31 day pass), the ticket will stay active during the entire period.
Can I transfer to other routes with a mobile ticket?
Yes, you must ask a driver for a transfer ticket to move to another route (where they are accepted).
Do mobile tickets expire?
Yes. Mobile tickets expire 180 days from purchase date for all agencies.
How does the driver know that I have a valid ticket?
Generally, most mobile tickets are validated by using visual inspection via checking the color actively changing on the ticket screen. In addition, some transportation vehicles will have fixed scanners.
What do I do if an Agency official requests to inspect my mobile ticket?
Each ticket includes a unique barcode in addition to the tri-color ticket that will occasionally be scanned by EZfare officials (or onboard validators) as part of an inspection process. Please use the pull-down menu to reveal the barcode for inspection, if requested.
My Bus has a validator (ticket scanner) on it. What do I do?
Please use the pull-down to reveal the barcode and hold your mobile ticket against the bus scanner. An audible beep will announce that your ticket is valid for use.
Do I need to set up an account to be able to use mobile tickets?
Yes, you need to register an account to buy a ticket.
Will my mobile ticket still work if I lose cell phone service while trying to use my ticket?
Mobile tickets do not need cell phone or WiFi services to be displayed for accessing a transit vehicle. You do need connectivity, however, to purchase a ticket which must be done prior to boarding. If you lose cell phone service after activating and boarding the vehicle you will be able to activate and display the ticket from the ticket wallet.
What happens if my smartphone becomes inoperable (e.g. battery dead) prior to being able to show my mobile ticket?
You are held responsible for having a mobile phone in good working order and usable prior to boarding. If your mobile phone is inoperable it is expected that you would use some other payment method for the journey.
If I am travelling with friends and family, can I activate more than one ticket on my phone?
Yes. For group travel, please purchase the necessary number of round-trip tickets. You may activate multiple tickets one at a time in your mobile app.
​What happens if I lose my mobile device or buy a new device?
If you lose or purchase a new device you can transfer any valid, unused tickets to a new device. To transfer your unused tickets and account to a new device, download the mobile ticketing app on your new device and log in. You will be prompted to confirm you wish to transfer your account to this new device. Please note, accounts can only be transferred between devices three times in six months.
​Are receipts available for mobile ticketing purchases?
Receipts are available through email for all mobile tickets. You can also email old receipt copies through your Ticket History section in the mobile app.
Can I get a refund for unused tickets or service disruptions? What if I purchase a ticket for the wrong agency?
Agencies within EZfare have a no-refund policy. Please review the service maps, agency name and schedules prior to purchasing your ticket. Ticket refunds may be considered for certain situations, but not guaranteed, as determined by the corresponding agency.
​Are there any fees for using mobile ticketing?
No, the mobile ticketing app is free to download. You may incur data usage fees via your mobile service provider for use of the application. EZfare is not responsible for any mobile carrier data charges that a customer incurs as a result of purchasing or using the mobile ticketing application.
Is the mobile ticketing application available on all devices?
The mobile ticketing application is available on the majority of iOS or Android devices installed with recent (2 years or less) operating systems. Older versions of software may not be supported.
Will the application store my credit card details?
You have an option to store your credit card details for future transactions.
What security protections are in place to protect my personal
information?
The mobile ticketing platform is fully certified and compliant with Payment Card Industry standards (PCI-DSS). All payment communications are fully encrypted via SSL, and any sensitive data stored is highly encrypted and systems are constantly monitored for security vulnerabilities.
How does the cash payment method work?
EZfare customers can purchase mobile passes by loading cash into their accounts at participating transit locations. First, visit a participating transit agency to load cash into your wallet. Second, pull up your unique barcode for the cashier to scan, and provide the cash amount you’d like to add to your account. Third, purchase a pass on EZfare whenever you’re ready!
Is there a limit to how much cash I can add to my account?​
You can add $2 to $100 each time. There is no value limit to your account balance.
Will the cash value in my wallet ever expire?
Yes, the value in your wallet will expire if unused after 5 years.
Can I use the value in my account balance to purchase passes for others, in addition to myself?
Yes. EZfare supports up to six (6) passes purchased in a one transaction. Single transit passes cannot be transferred to another phone. For convenience, each transit rider should have an activated pass on their own phone upon boarding. Separate EZfare log-in accounts are required for each phone/mobile app account. When individual phones or accounts are not possible, the rider possessing the phone with the activated passes will need to scan each pass at the on-board validator. When logging in to your account from a different phone/device, all tickets will be moved to the new device and all tickets on the first device will become invalid. Mobile app users are allowed three (3) device switches in a six (6) month period.
Can I transfer my cash balance if I sign into my EZfare from another phone?
The account balance will transfer if you sign into your EZfare account from another phone.
Who can I call or email if I want a refund for a pass to my account balance?
Customers can request that the value of an unused pass be returned to their account balance, if the account balance was used to purchase a pass. These requests will be considered on a case-by-case basis and only at the sole discretion of the transit authority you purchased the ticket from. You can contact the customer service department of the participating transit member to assistance. The contact information for each transit can be found at: https://www.ezfare.us/partner-contact
What are the benefits of EZfare’s upgraded fare payment system?
EZfare is transforming how people pay for their journeys by delivering seamless and convenient rider experiences. Instead of needing to buy a ticket or select a fare before traveling, fare capping allows riders to travel across any EZfare agency by simply tapping their EZfare card or phone on the validator before boarding, removing the stress of purchasing tickets.
The EZfare system then charges the customer the lowest fare possible for the journey.
Once riders have travelled enough to earn a pass, like a daily, weekly, or monthly pass, the system will automatically ‘cap’ the rider's account. They will then be able to travel for the rest of that period for free. This eliminates the need to pay for any passes upfront. Rather, a passenger can apply funds toward the pass over a period of time.
Riders will never pay more than the most affordable fare for their trip(s).
Not only does this help make transit service more accessible, but thanks to ‘fare capping’ riders will be able to benefit from passes based on their usage of the system, which means lower costs for passengers.
Riders can load funds and simply tap and ride using the EZfare reloadable cards, the EZfare or Transit app(s). Uber and Moovit will still have ticketing purchasing available but they are not currently participating in fare capping.
One of the advantages of the system is that riders will be able to add funds to their accounts anytime, anywhere using the EZfare app, without needing to visit a retail outlet or service window.
Phones and EZfare cards can also be topped up using the EZfare Web Portal.
For riders who don’t have a smartphone, EZfare cards can be picked up at participating transit agencies (check www.EZfare.us/partner-contact for a complete list). If they want to use cash to add funds to their account, they can do so at any VanillaDirect Location. A list of store locations can be found here. Riders can also request a card to be sent by mail.
Riders will still be able to purchase traditional passes in the EZfare app, Transit App, Uber and Moovit.
EZfare cards will also be available at the Ticketing Vending Machines.
How does it work?
There is no requirement to set up an account for EZfare card or smartphone users. If riders choose to, they can set up an account for their card or phone so that if it should ever be lost or stolen, the value in their account can be transferred to a new card or device.
Riders can register their card account by visiting xxx
Do I need to set up an account to be able to use EZfare?
Very simply, no. However, riders may incur data usage fees via their cellular service provider for use of the application. EZfare is not responsible for any mobile carrier data charges that a customer incurs as a result of purchasing or using EZfare.
Are there any fees for using EZfare?
Fare capping allows riders to travel on EZfare agency services safe in the knowledge that they will not be overcharged for their trip. Every time a rider taps on the EZfare validator the cost for that ride is charged to their account. Once riders reach the amounts set in the system for daily or monthly passes the riders' charges are capped and they can travel for free for the duration of the pass. There is no longer a need to pay for a pass in advance.
This means that no matter how many trips a rider takes throughout a given service day, or a pass validity period, any additional trips will not be charged. The rider receives the best fare possible.
What's fare capping?
Riders can check their balance in the account balance section of the app, using the EZfare web portal or by calling Partner Transit Agency's customer service.
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Viewing your Tap & Ride Balance
You can view your account balance at any time by selecting clicking the “Tap & Ride” bar at the top of your app.
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Viewing your Travel History
To View your Travel History click “Your Active Tokens” to expand. From here you can view all previous travel history and also any discounts that are available.
How can I check my EZfare Tap & Ride account balance?
Yes! Riders can receive their discount passes from their employer, university or any other issuing organization and these passes will appear in their EZfare account.
I'm eligible for reduced fares. Can I use EZfare?
Yes. EZfare doesn’t require cellular or WiFi connectivity to activate and you will be able to show and display from any of the apps when boarding. However, you do need connectivity to load funds to your account, which must be done before boarding.
Will my EZfare account still work if I lose cellular or WiFi connectivity when boarding the vehicle?
EZfare is not responsible for lost or stolen cards. However, if you registered your card by creating an account, call your transit agency customer service to have your card blocked. Customers can also call 1-877-EZfare-0. Any remaining balance can be placed on a new card by obtaining one from your local transit agency and registering the new card to your existing account.
What happens if I lose my EZfare card?
When you board the vehicle, scan the mobile barcode on your phone on the top payment reader located below the display. The barcode must face the reader to be able to scan the code.
When utilizing your EZfare card, tap the card on the card reader at the bottom of the device.
Where do I use my card or phone on a Transit Agency vehicle?
No. You can add value to your EZfare card or phone account with cash by visiting one of the many participating retail locations or a Transit Agency service window.
Do I need a debit or credit card to use EZfare?
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1-877-EZfare-0 (393-2730)
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