Call 612-373-3333 option 2 and ask for a translator to get a translation of these FAQs.
Waan ku caawin karnaa. Weydii wakiilka xaruunta adeega.
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.
How do I set up my account?
There are three ways to create an account:
1. After you first launch the app, you'll see a prompt to create an account.
2. Or, when you make a purchase you will be prompted to create an account.
3. Or, you can use your 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.
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?
Click on “My Account” in the navigation drawer and you will find a prompt to change your password. If you can't log in, you can click the "Forgot Password" link on the log in screen.
How do I change the information associated with my account?
Navigate to the "My Account" section in the app. Select the account information you would like to edit (e.g. "Email" or "Password.") Once you've updated your account information, don't forget to select "Save."
Credit/Debit Card 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?
Yes, you will need a valid MasterCard, Visa, American Express or Discover card to purchase tickets using the mobile app or metrotransit.transitsherpa.com/rider-web. Customers can also use their PayPal account to purchase tickets. Pre-paid gift gift cards are not supported.
How do I add a credit/debit card to my account?
Saving a credit/debit card is done when making a purchase.
Can I store more than one credit/debit card?
Yes. You can add another card while making a purchase and selecting the "Add New Credit/Debit Card" button when prompted for payment options. Your account can store up to five payment methods.
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 hosted by PayPal.
How quickly is the payment processed?
Once the payment is authorized, the purchase is processed immediately.
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. Please note that pre-paid gift cards are not supported forms of payment.
Using Tickets Questions
How do I use a ticket?
- Open the app on your phone, and select "Tickets” from the menu on the bottom of the screen.
- Select any of the tickets listed. At the bottom of the screen you will see a green box with "Use Ticket" and the number of tickets selected.
- Tap on "Use Ticket" and ticket will then activate, and you will see an animation. The expiration date will display at the top of the ticket. Tapping "Done" (iOS) or the back arrow (Android) on your active ticket will return you to the “Tickets” screen. Your active ticket will be shown at the top of the list, under “In Use.”
- When prompted by a bus driver/Transit Police officer, you can select the active ticket from the list of "In Use" tickets and display the screen for visual validation.
- You may be asked to touch the screen to change the ticket background from blue to yellow. If a Transit Police officer requests that you activate the QR code on your ticket, tap on the small QR code at the bottom right-hand corner of your active ticket. To remove the QR code, tap again at the bottom right corner of your active ticket.
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. However, once you have purchased tickets, you do not need a network or wireless connection to use a ticket because they are stored on your device.
Can multiple fares be purchased at one time?
Yes, you can purchase multiple tickets at the same time.
How long can I keep an unused ticket on my phone?
Tickets stay on your phone for one year from the date of purchase. Unused tickets will disappear and no longer be able to be used after that period.
Can I use multiple tickets at the same time on my device for family and friends?
Yes, Select how many tickets you'd like to use by using the up and down arrows tool next to the tickets. You can do this for multiple types of tickets at the same time
When using multiple tickets, the ticket that you display to the bus driver or Transit Police officer will show which types of tickets and the number of tickets used for the group. Tap on the tickets in use and scroll through active tickets.
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. NOTE: The All-Day Pass is not valid for 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. If your ticket expires and turns "gray" you may remain on the bus or train to complete your trip, but you may not board another bus or train.
What if the ticket expires before I can use it?
You would be required to purchase another ticket for your travel.
How do I make the ticket change colors?
Simply tap the screen when displaying your ticket.
My ticket is not displaying correctly/elements are missing from the ticket?
If you activate a ticket and the entire ticket is not showing, please check your settings to ensure you have not inadvertently disabled required features. At this time this appears to be an issue only with Android devices:
Option 1: Settings > Visibility Enhancements > Make sure that Remove animations is NOT turned on
Option 2: Settings > Accessibility > Reduce Animations > Make sure this is NOT turned on
Option 3: Settings > Device Care > Battery > Power Mode > Needs to be set to Optimized or High Performance
If you do not fix these settings, the ticket may not display properly and you may be denied a ride.
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 a Transit Police officer requests that you activate the QR code on your ticket, tap on the small square QR code icon at the bottom right corner of your active ticket. To dismiss the QR code, tap again at the bottom right corner of your active ticket. The QR code embedded within the ticket is used by bus drivers/Transit Police to verify valid transit fare.
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, you can move your tickets from your old phone. Just install the Metro Transit app on the new phone and sign in with the same account you used on the old phone. You will see a prompt under "Tickets" asking if you want to move your tickets to the new device. Tap that and follow the prompts. Note: tickets can only be transferred a set number of times so only do this if you get a new device or need to reinstall the app.
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. You will need to transfer tickets to the new version of the app after reinstalling.
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?
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.
If I purchase tickets via the metrotransit.transitsherpa.com website, can I use them on my phone?
Yes, when you purchase tickets via the metrotransit.transitsherpa.com website, the tickets will be downloaded to your phone.
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 "Tickets" in the app (make sure you refresh your screen!) or online at metrotransit.transitsherpa.com. If the tickets do not appear under "Tickets," you can check your "Order History" at metrotransit.transitsherpa.com to confirm that the ticket purchase was processed.