Token Transit FAQs

 

  1. I need help with the app; who can help me?
    1. Should you experience any technical issues with the app, please contact Token Transit, at help@tokentransit.com, calling 415-91-Token (86536) or by using the “contact us” section of the app, under account settings which will have Token Transit email and phone number.

 

  1. When do I need an internet connection?
    1. An internet connection is required in order to purchase your pass.  An internet connection is also required to use your pass for the first time, and to refresh once each day if your pass is active for multiple days (e.g. monthly pass).

 

  1. What happens if I lose my phone?
    1. Your passes and payment information are linked to the account associated with your phone number.  They are not linked to your physical phone.  Logging in with your phone number on a new device will restore your previous pass and payment information.

 

  1. How do I know if my pass is active?
    1. Active passes will be displayed under “passes in use” which immediately appears when the Token Transit app is opened.  They display a “time left” section with time remaining until the pass expires.

 

  1. What happens if I accidently activate my pass before my bus comes?
    1.  Active passes are only active for 30 minutes.  Once the pass is activated it can’t be deactivated.

 

  1. Is there a record of expired passes?
    1. Yes, you can view a log of your past actions by going to your Account Settings and selecting “History”.  There will be a new entry every time you use a pass.

 

  1. Can I have a receipt for my pass purchase?
    1. Yes, but in order to do so, you will need to make sure that you include your email address when you register your account.  Receipts will be sent to the email address associated with your account.

 

  1. Is my credit card information secure?
    1. All personal and credit card information is securely stored, using encrypted Payment Card Industry Data Security (PCI DSS) complaint servers.

 

  1. I don’t have a credit or debit card; can I pay with cash or check to pay for and load passes onto the app?
    1. The only form of payment accepted by Token Transit is credit, debit or a prepaid debit card.

 

  1. Can I request a refund?
    1. Passes are not transferable or replaceable. All sales are final.  However, if you experience technical issues, please contact Token Transit, at help@tokentransit.com, calling 415-91-Token (86536) or by using the “contact us” section of the app, under account settings which will have Token Transit email and phone number.

 

  1. What if my battery dies while my pass is active?

a.      You are responsible for keeping your phone charged while using your pass. Refunds will not be issued if your phone’s battery dies while your pass is active.

 

 


 

CAT TO LAUNCH NEW ELECTRONIC FARE PAYMENT SYSTEM THIS SUMMER, FASTER BOARDING, BETTER REPORTING, IMPROVED CUSTOMER SERVICE

 

Using CAT's new farebox and your MyPass card instructional video:

(click to play)

 

 

 

Capital Area Transit (CAT) has begun the rollout of high‐tech electronic fareboxes on all CAT fixed route buses. Riders are scheduled to begin using the new fareboxes by July 1st. The new fareboxes will provide all CAT fixed route vehicles with a customer‐friendly, controlled method of processing and managing fare revenue.

Installation of new fareboxes will enable CAT to more efficiently collect fares and generate, report and store critical ridership data. CAT is pleased to be able to move forward with providing advanced technologies and equipment onboard our buses, to improve and modernize service for our riders. The new fareboxes are a good example of how CAT is working to deliver an efficient service that makes life easier for the riding public in Dauphin and Cumberland counties and the City of Harrisburg.

The fareboxes will initially be used to speed boarding and improve the customer experience by modernizing the cash fare collection process. CAT will be distributing information onboard buses, at CAT offices and on the CAT website in the coming weeks. Bus drivers and bus operations and maintenance staff have started to be trained on the use of the new farebox equipment.

CAT offers the following Farebox Facts to help riders when boarding the bus:

The technology in the new fareboxes will also enable CAT to introduce new and better fare types and payment options in the future. Soon CAT will be introducing new “myPass” cards and tickets that will replace the paper monthly/11 ride passes. Modernizing the cash fare collection process with the new myPass cards and tickets will improve the customer experience by shortening boarding times. Just swipe or tap on the farebox and you’re ready to go! 

For customers, this new payment system will be more convenient, secure, reliable and easy to understand. For CAT, the new technology will provide more complete and accurate revenue accountability as well as provide for enhanced data collection and processing. 

Please check the timeline below for more details about the new farebox implementation. We look forward to bringing this new rider enhancement to you soon!


  

 

Click photo for printable file

 

Click photo for printable file