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Metro Transit App Frequently Asked Questions

How do I get this information translated into another language?

Call 612-373-3333 option 2 and ask for a translator to get a translation of these FAQs.

Podemos ayudarle. Pídale a un representante del centro de servicio.

Waan ku caawin karnaa. Weydii wakiilka xaruunta adeega.

Peb pab tau. Nug ib tug neeg sawv cev hauv lub chaw.
 
Which phones and operating systems are supported?
Metro Transit's mobile ticketing app works on iPhones running iOS 8 and above and on Android phones running versions 4.3 and higher. Jailbroken, rooted phones and Beta operating systems are not supported.
 
What is the current version of the app?
The current versions of the app are 1.0.1041 for iOS and 1.0.1300 for Android.
 

Account Questions

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. You can also make a purchase, manage your account and view your purchase history by logging into metrotransit.transitsherpa.com using your user name and password. 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 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 accepted.  

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 three 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 accepted forms of payment and will be declined.  


Using Tickets Questions

How do I use a ticket?

  1. Open the app on your phone, and select "My Tickets" from the menu on the left of the screen.
  2. Select any of the tickets listed under "Stored Tickets." A window will pop up that asks, "Would you like to use this ticket?" Select "Use Ticket."
  3. The ticket will then activate, and you will see an animation. The expiration date will display at the top of the ticket. Tapping on the left-facing arrow at the top left of your active ticket will return you to the "My Tickets" screen. Your active ticket will be shown at the top of the list, under "Tickets in Use."
  4. When prompted by a bus driver/Transit Police officer, you can select the active ticket from the list of "Tickets in Use" and display the screen for visual validation.
  5. 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.

Can I use multiple tickets at the same time on my device for family and friends?
Yes, just go to the "Multiple Riders" toggle at the top of the screen in the "My Tickets" tab, and select the number and type of tickets needed for the group traveling with you.

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.

Can I ride on Express buses with the app?
The mobile app is valid for rides on Express buses at this time. Customers must use a Go-To card or cash to ride on Express buses.  

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.

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?

You should recall your tickets before resetting your phone, uninstalling the app, or getting a new device.

Log into your account on metrotransit.transitsherpa.com/rider-web
Navigate to "My Account" and then to "My Tickets" and click the "Recall my Tickets" button.
Follow the instructions to recall your tickets.

NOTE: You cannot recall active single trip tickets. For lost or stolen phones, please follow the same procedure outlined 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?
Try logging out of the app and logging back in, and then try powering your phone off and then back on.

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 purchased tickets online at metrotransit.transitsherpa.com, but I do not see the tickets on my phone.
Upon completing a website purchase, if you do not immediately see the tickets in the My Tickets screen, refresh your screen by tapping the refresh button and pull down on the "My Tickets" screen to refresh, and your tickets will appear. If the tickets do not appear under "My Tickets." you can check your "Order History" at metrotransit.transitsherpa.com to confirm that the ticket purchase was processed.

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 Rider App (make sure you refresh your screen!) or online at metrotransit.transitsherpa.com. If the tickets do not appear under "My Tickets," you can check your "Order History" at metrotransit.transitsherpa.com to confirm that the ticket purchase was processed.

 

 

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