Can organizations purchase Way2Go passes only for those employees/residents/students that are interested in riding SamTrans?

No. All Way2Go organizations are required to purchase a Way2Go Pass for all eligible users per the agreement terms.

Is the Way2Go Pass valid on Caltrain or other transit systems?

No. The Way2Go Pass is only valid on SamTrans local and express routes.

What about an organization with many offices, nationally or internationally? Must the Way2Go Pass be purchased for the entire company?

The Way2Go Pass program would not benefit employees/residents/students at locations outside of the SamTrans service area. Organizations may select specific worksites to enroll in the program, and only those staff/students/residents assigned to those worksites are eligible for a Way2Go Pass.

What do we need to do to sign up for the program?

Interested Way2Go organizations must enter into an agreement with SamTrans which details the responsibilities for issuing, tracking and reporting on the status of the Way2Go passes the organization issues to its users. To get started, the Way2Go organization submits an Intent to Participate Form verifying all of its eligible users. The Way2Go organization and SamTrans will then sign an agreement. Payment for the Way2Go passes is required before Way2Go passes can be issued and eligible users must fill out an online survey before receiving the Way2Go Pass.

Can the cost of the Way2Go Pass be shared with the eligible user?

Yes. The Way2Go organization determines at what level they wish to cover the cost, as long as the price charged to Way2Go Pass recipients is within the limits set forth in the Way2Go agreement.

Does the required survey ask for personal information?

The Way2Go program requires eligible users to complete an online survey. The survey may require the Way2Go Organization name, Way2Go Pass user name, and e-mail address for tracking purposes and confirmation that the user agreed with the Use Acknowledgement terms and conditions. SamTrans doesn’t disclose personal information to third party entities.

How often can someone use the Way2Go Pass?

The Way2Go Pass is valid for unlimited rides on regular and express fixed-route bus service for the year for which it’s purchased.

We are in the process of signing up, what happens next?

Way2Go Pass employers, residential complexes, and educational institutions (“Organization”) may purchase Adult Clipper cards for its Way2Go Pass Users or Organization may require its Way2Go Pass Users to obtain their own Adult Clipper cards directly from any authorized retailer. Bulk orders for Adult cards can be made in the Clipper ITB portal once the Organization is set-up in the system.

All Way2Go Pass Users should register their Adult Clipper card at clippercard.com if they haven’t done so. Before you can add the Way2Go Pass via Clipper’s online portal, the Way2Go Pass User must have completed the Way2Go Pass survey and provided their Adult Clipper card serial number. A new question on the survey asks the Way2Go Pass User if they would like to use their own Clipper card and allow for entry of their Clipper card serial number. The confirmation email sent to the Way2Go Pass Organization administrator will include the Clipper card serial number if entered.

The Way2Go Pass Organization’s administrator will use the Clipper portal to add and block Way2Go Passes on User’s Clipper cards. SamTrans staff will provide training and a reference manual.

The Way2Go Pass will be available to load or be blocked in five-10 business days or 1 hour depending on the online portal being utilized after the user’s Clipper card serial number is added or removed from the portal.

Way2Go Pass Users are responsible for misuse of the Way2Go Pass and should be reminded of the terms of use acknowledgement as indicated in the survey.

How do I use Clipper’s online portal?

SamTrans will provide training and a reference manual. It will only provide one training so the Way2Go Organization is responsible for training additional administrators. The Portal requires one primary administrator. The primary administrator may add a secondary or multiple administrators depending on the portal being used. It’s best to have permanent staff be set up as the primary administrator. Clipper will send the primary and any additional administrators login information directly and from there they can set up their password and security questions. If you have multiple worksites, the administrator email addresses must be unique for each site.

What if the Way2Go Pass User doesn’t have a Clipper card?

The Organization may order Adult Clipper cards through the Clipper ITB portal. Cards take approximately 5-10 business days to be delivered. The Organization may also ask the user to obtain the physical or mobile card themselves and provide the administrators with the Clipper card serial number once they receive the card.

Can the Way2Go Pass User load the Way2Go Pass on their personal Clipper card?

Yes. The Way2Go Pass User may use their personal Clipper card but if the card becomes lost and the Way2Go Pass User has passes for other transit agencies on it, those passes can’t be replaced. Cash value can be transferred to the new Clipper card for a nominal fee.

What if users are under the age of 18 or a senior?

The Way2Go Pass may only be used on Adult Clipper cards, so the Way2Go Pass User will have to use an Adult Clipper card. Way2Go Organizations should advise those under 18 years of age or Seniors to obtain a separate Youth or Senior Clipper card if they plan to use it with cash value or passes on other transit agencies.

How do we use the Clipper online portal to manage the Way2Go Pass on Clipper cards?

You begin by uploading a CSV file with the Way2Go Pass User Clipper card serial numbers to add or block the Way2Go Pass. On the upload screen, depending on what portal is being used, you will see a selection for adding or deleting the Way2Go Pass or you will update the Member Status column in the CSV file. SamTrans staff will provide training prior to the program start date. We recommend training a minimum of two staff.

Once I upload the CSV file with the card serial numbers for the Clipper cards to which I am adding a Way2Go Pass, how long before the Way2Go Pass is available on those Clipper cards?

Clipper 1 10-digit cards that haven’t been upgraded to the new system – Passes will be available for loading in five-10 business days. Please be sure to tap your card to load the pass.

Next Generation Clipper 19-digit cards – Passes are typically ready for use in a couple hours. You may start to ride!

What happens if the Way2Go Pass User fails to tap their Clipper card to activate the Way2Go Pass within 180 days of the pass being loaded through the Clipper portal?

If the Way2Go Pass User does not tap the card to pick up the pass within 180 days of being entered into the portal, the action will expire. The Way2Go Organization administrator will need to re-send the Clipper card serial number through the portal to have the Way2Go Pass added again. These should be done one-by-one as the user requests it and not entered as a batch or group in order to avoid duplication or issues with cards that have already picked up their passes. Also, the validity period should not be the same. It should be the current date through the end of the contract period, most likely ending at the end of the year on December 31 at 2 a.m.

Once I upload the CSV file showing the Clipper card serial numbers to block, how long does it take before the Way2Go Pass is blocked?

It will take up to five business days or one business day depending on what portal is being used before the Way2Go Pass becomes invalid.

What if we accidently put in the wrong validity period?

Clipper 1 Portal – Block the card in the portal and issue a new Clipper card. The system cannot accept requests to add two of the same passes to one card. Be sure before adding the new Clipper card the import status shows Complete and that you have waited 24 hours after that status is created.

Next Generation Clipper ITB Portal – Find the member and remove (block them). The next day, you may add them back in with the correct validity period.

What if we have questions or difficulty using the Clipper online portal?

Email SamTrans’ B2B group at b2b@samtrans.com and someone will respond and, if needed, work with Clipper to assist you.

How does the Way2Go Pass load?

In the Clipper 1 system, the Way2Go Pass loads to the card when tapping on the onboard validator on the bus for the first trip. In Next Generation Clipper, the Way2Go Pass will be ready in the user’s account typically within a couple hours so the user can just tap, ride and go!

What if the Way2Go Pass User forgets to tap the Clipper card before boarding?

The bus operator will ask Way2Go User to tap their card at the card reader on the bus.

Does the Way2Go Pass User have to have cash value on the Clipper card?

No cash value is required to load and use the Way2Go Pass onto the Clipper card (please note other transit agency passes may require a minimum cash value be on the card in order for their passes to be used).

What if we would like to obtain data regarding the usage of our users?

Email the request to SamTrans’ B2B group at b2b@samtrans.com and someone will work with you on sending you aggregate data staff bandwidth permitting. Please note that the Clipper program has very strict privacy regulations, which means that very little information on usage can be provided.

What is the process for renewing for the following year?

Organizations must re-enter Clipper card serial numbers into the portal with the new validity dates.

How do I access Clipper’s Institutional Portal online?

If you’re dealing with a 10-digit CSN – Use the Clipper 1 Institutional Portal 
If you’re dealing with a 19-digit CSN – Use the new Next Generation Clipper ITB Portal

What happens if I forgot my login information in the Portal?

Clipper 1 Portal (10-digit Clipper Card Serial Number) – Email b2b@samtrans.com. SamTrans will work with Clipper to email a temporary password. The email takes you to the regular Clipper website so be sure to log in with the temporary password at the Clipper 1 Institutional Portal site.

Next Generation Clipper ITB Portal (19-digit Clipper Card Serial Number) = Use the new ITB Portal and click Forgot Password. Clipper will email a temporary password. Follow the prompts. The token will expire quickly so please check your inbox frequently.

How do I use my Clipper card?

Once your Way2Go Organization enters your Clipper card serial number into the Clipper portal, you must tap your card to a card reader within 180 days to load the Way2Go Pass to your card.

Once your pass is loaded, each time you board the bus you must tap your card by holding it flat against the Clipper logo on the Clipper card reader on the bus while boarding. Each time you tap on successfully, you should hear one “beep.” The smart chip in the card will verify that you have an active pass. If the card reader beeps three times instead of one, your pass has been misread by the reader and you should try to tap again. If you cannot tap your card successfully, your card may be defective or damaged (refer to “What do I do if I need help with my card or it became lost, stolen or damaged?” section below).

In the meantime, if the card isn’t working, you must pay your fare at the farebox or purchase a ticket on the SamTrans Mobile App.

How long is my Way2Go Pass valid for?

Please see your Way2Go Pass Organization administrator to confirm the Way2Go Pass validity.

If your Way2Go Organization or location-specific worksite (s) is no longer conducting business, or for any other reason ceases to participate in the Way2Go program, your Way2Go Pass will not be valid. This also applies if you separate from your Way2Go Organization.

In either case, you can continue to use your Clipper card by adding cash value or other passes to your card; your Way2Go Pass, however, will be deactivated.

What do I do if I need help with my card or it became lost, stolen or damaged? 

If you have a problem using your Clipper card or Way2Go Pass, you should notify your Way2Go Organization administrator and call Clipper Customer Service at 877.878.8883. Please have your card serial number ready when you call. Always identify yourself as a Way2Go Pass User and provide the name of your Way2Go Organization. Clipper Customer Service will instruct you on what to do next.

Lost or Stolen Cards

If your card has been lost or stolen, notify your Way2Go Organization’s administrator immediately.

If your card is registered and/or has cash value or another pass in addition to the Way2Go Pass on your Clipper card, you will also need to contact Clipper Customer Service at 877.878.8883 to block your card. Clipper will block your card to prevent misuse and protect any value on the card at the time of your call. DO NOT request a replacement.

Obtain a new Clipper card through a Clipper retailer or from Clipper directly (unless your Way2Go Organization issues Clipper cards). Let your Way2Go Organization administrator know the new Clipper card number.

If you had cash value on your Clipper card, you may call Clipper Customer Service to transfer the value to your new card for a $5 fee. Note: No other agency passes can be transferred.

Please take care of your Clipper card because a Way2Go Pass cannot be issued as a replacement on a lost or stolen card a third time.

Damaged or Defective Cards

If your card just doesn’t work, call Clipper Customer Service to check your card’s status and, if necessary, block your card. DO NOT request a replacement. Clipper may ask you to mail your card to Clipper and include a Clipper Defective Card Form, or you can visit an in-person Customer Service Center to check your card.

Obtain a new Clipper Card through a Clipper retailer or from Clipper directly (unless your Way2Go Pass Organization issues Clipper cards). Let your Way2Go Pass Organization administrator know the new Clipper card number.

If you had cash value on your Clipper card, you may call Clipper Customer Service to transfer the value to your new card. A $5 balance-transfer fee may apply. Note: No other passes can be transferred.

Until you have your new card with a valid Way2Go Pass loaded on it, you will need to pay your fare at the farebox or purchase a ticket on the SamTrans Mobile app. There are no refunds for the fare you purchased while waiting for your new card. Be sure to tell your Way2Go Organization administrator to load the pass on your replacement card.

What if I don’t have an Adult Clipper card?

Please see your Way2Go program administrator because each Way2Go Organization manages this process at its discretion.

What if I’m under the age of 18 or a senior?

The Way2Go Pass may only be used on Adult Clipper cards, so you will need to use an Adult Clipper card. Be sure to obtain a separate Youth or Senior Clipper card if you plan to use it with cash value or passes from other transit agencies.

How does the Way2Go Pass load?

The Way2Go Pass will load when tapping on the Clipper validator on the first trip. If you are using a card that is in the Next Generation Clipper system, theWay2Go Pass should automatically be in your account.

Do I have to have cash value on the Clipper card?

No cash value is required to load and use the Way2Go Pass onto the Clipper card (please note other transit agency passes may require a minimum cash value be on the card in order for their passes to be used).

Can I load the Way2Go Pass on my personal Adult Clipper card?

Yes, but if the card becomes lost and you have other agency passes on it, those passes can’t be replaced. Cash value can be transferred to the new Clipper card for a nominal fee.

I’d like to participate in the Way2Go program, but my organization isn’t participating in the program. Am I eligible?

No. You’re not eligible to purchase a Way2Go Pass as an individual, only your organization can participate.

Is the Way2Go Pass valid on Caltrain or other transit systems?

No. The Way2Go Pass is only valid on SamTrans local and express routes.

May my child ride with me?

Yes. Valid Way2Go Pass users may have up to two children four and younger travel with them free of charge. If you have additional children age four and younger, you must pay the Youth fare.