FAQ

Frequently Asked Questions - SamTrans Mobile App

What if my app isn't functioning how I expect it to?
First, make sure you have the latest version of the app. If you’re up-to-date and it continues to behave in an unusual manner, please contact us via one of the methods in the "Contact" tab or by calling Customer Service at 1-800-660-4287.
 
When should I activate my tickets?
You should only activate your ticket once you see the bus or vehicle arriving at the bus stop or pick up location in order to expedite your boarding. Once your ticket is activated you have 15 minutes to board the bus.
 
Can I use multiple tickets at the same time for myself and my family or friends?
Yes, just select and activate as many tickets needed for everyone traveling with you and present them to the driver.
 
What if the ticket expires before I can use it? 
If this happens, you must purchase another ticket for your travel. It is recommended that you do not activate your ticket until you are about  to board the vehicle in order to avoid this.
 
How long can I hold onto purchased tickets without activating? 
There is a 30-day expiration for non-activated tickets in your account. They will remain in your “Use Tickets” section until you activate them.
 
Can customers use a commuter debit card? 
Yes, provided you have funds in your account. If the card is denied, it will take three to five business days before the funding will appear back on your card.
 
How do I get a refund?
All sales are final. No refunds will be provided.
 
I left my phone at home but would like to ride SamTrans services, what can I do?
You will need to pay for your fare in cash. Our mobile app requires a mobile device.
 
Is there a limit for purchases?
There is a purchase limit of 20 tickets per transaction.

My phone died; can the operator help me with this? 
No, you would need to pay for your fare at the time of boarding. SamTrans is not responsible for phones not working, batteries dying or any phone/carrier related issues.
 
If I am having a problem loading the application, who should I call? 
Please call customer service at 1-800-660-4287. All problems should be directed to customer service which is available: weekdays 7am – 7pm, weekends & holidays 8am – 5pm.
 
Which mobile phones can I download the mobile app to? 
Currently SamTrans Mobile supports iPhone, iPad and all Android phones.
 
How fast is the payment process? 
Once the payment is authorized, it is processed immediately.
 
Where is my personal information and credit card information stored? 
All personal and credit card information are stored on a securely encrypted PCI-compliant server.
 
Once I activate the ticket, how long until it expires? 
All single-ride tickets available through SamTrans Mobile expire 15 minutes after activation. It is recommended that the rider only activate the ticket once they see the vehicle approaching the pickup location. Day Passes expire at the end of the service day, 2am.
 
Can I see how much time is left on the active ticket before it expires? 
The bottom of the active ticket shows the date and time the ticket was activated. You must board within 15 minutes of activation, which is why you shouldn’t activate it until you see your bus.
 
What should I do if I change or lose my device? 
If you change your phone, make sure to move you tickets to the cloud by going to Settings > Ticket Storage. For each ticket you want to move to the cloud touch “Save to Cloud” button. Once you replace your device, simply download SamTrans Mobile again, sign in to your account and all your information will be there. If you lose the device, contact Customer Service to help you retrieve any tickets on your account.
 
How do I update or change my credit card information?
Credit card information can be deleted and re-entered but not changed at this time. Go to Settings > Payment Method to delete a credit card. 
iPhone users: swipe your finger on the credit card and touch Delete. 
Android users: tap and hold until it asks you if you want to delete the information, then select yes.

I get an error when trying to activate my ticket.
This error typically happens when your phone is having an issue connecting to our servers. Rebooting your phone should re-establish your Internet connection and allow you to activate your ticket. However, any ticket that is saved to the phone is available to use even without connectivity.

Why are my tickets locked?
If your ticket is stored on your device, doing a factory reset or deleting the app will cause your ticket to be locked. To avoid this, move your ticket to cloud storage (see below) prior to doing a reset or deleting the app.

What is Ticket Storage? 
There are two options for storing your tickets. 
Storing on your Device: When you purchase a ticket, it automatically saves to your device. This is recommended so you can view and activate your ticket without an internet connection. 
Storing in the Cloud: You must go to Settings > Ticket Storage to store your ticket in the cloud. When your tickets are in the cloud, they will only be available when you are connected to the internet. Storing to the cloud is recommended only if you were to get a new phone. 

Why can’t I move my current ticket to the cloud?
Once activated, tickets are locked to the device and they will expire after 15 minutes. During this time, an activated ticket cannot be moved between devices. Tickets that have been purchased but not activated can be moved freely.

How do I move tickets to a new phone?
Prior to activating a new phone or resetting the phone, it is important that your tickets are moved to the cloud. Go to Settings > Ticket Storage and move your tickets. After the new phone is activated or reset, you can log into your account and you should see your tickets. You can then move your tickets back to your device. Active tickets cannot be moved.

Why can't I see my available tickets?
The most common reason for not being able to see your available tickets is that you may not be logged into your account. Go to Settings and the button at the bottom will allow you to log into your account. If that does not fix your issue, you may need to close the app and re-launch it.

I forgot my password. How can I retrieve it?
On the login screen, there is a link at the bottom of the screen that says Forgot Password. Type in your email and it will send you a link to reset your password.

Who qualifies for SamTrans Youth and Eligible Discount fares?
Please visit the SamTrans Fares page for fare information.

Who qualifies for Paratransit service and fares?
Redi-Wheels and RediCoast services and fare requirements are available on the SamTrans Accessibility page.

How do I get the SamTrans Mobile app? 
Click the links below for your phone type or search “SamTrans Mobile” in the app store of your phone.

How do I create an account in the SamTrans Mobile app? 
Download the app to your device then create an account using your email address. You must create an account before you can buy a ticket. This allows for customer service to identify your account and perform certain actions on your behalf.

How do I change my account information? (Password, payment method, email address, etc.) 
Go to Settings. You can update your profile information, change your payment method and change your password through this page.

How do I pay for my tickets in the SamTrans Mobile app? 
Debit or credit (American Express, Visa, MasterCard, and Discover) cards are accepted.

What is the Day Pass and how do I use it?
The Day Pass is only valid on Local fixed-route service buses. The Day Pass is valid for multiple Local rides thru the end of service day (2 a.m.) after the activation. For example, if you activated your Day Pass on Monday afternoon at 2 p.m., it would expire on Tuesday early-morning at 2 a.m. 
 
How do I activate a ticket or pass?
After you have made a purchase, go to Tickets from the main menu. Select the ticket or pass you would like to use. Tap the blue button at the bottom of the screen to activate the ticket or pass. You will see an animation when the ticket is activated. The expiration date and time will display at the bottom of the screen.

Do I need an internet connection to buy or use tickets? 
You will need an internet connection to buy and activate bus passes. However, if you save the purchased tickets in your device, you will not need to have internet connection to activate them.

Do I need to create an account to use the Trip Planner? 
No. You only need to create an account if you are using the SamTrans Mobile app for purchasing tickets. 
 
Are the prices for SamTrans fixed-routes the same as with paying with cash?
The tickets cost the same as paying with cash. However, customers using Clipper cards have a discount rate over the cash or mobile fare. For additional information visit our SamTrans Fares page.
 
Is there a minimum amount of money I have to spend?
No, there is no minimum amount you have to spend to purchase tickets. This allows the user to purchase individual tickets as required.
 
What should I do if I change or lose my device?
If your device has been lost or stolen or the app has been reinstalled, you may retrieve unused or unexpired tickets by contacting Customer Service and requesting that they move the tickets to the cloud so they are accessible from any device.