Contactless Fare Payment – Frequently Asked Questions (FAQs)

June 9, 2021 General

Accepted Payment Methods 

Where can I tap to ride? 

Contactless fare payments are now accepted onboard Green Line light rail trains. Simply tap your contactless-enabled bank card or mobile wallet on the payment reader onboard the train. While contactless payments are only available on the Green Line at this timeSacRT is working on adding payment readers to all light rail trains this summer 

What type of payment methods are accepted oSacRT contactless payment system? 

SacRT currently accepts Visa and Mastercard contactless-enabled bank cards and mobile wallets aboard all light rail trains. At this time, accepted mobile wallets include: Apple Pay (https://www.apple.com/apple-pay/ ), Google Pay (https://pay.google.com/about/ ), Samsung Pay (https://www.samsung.com/us/samsung-pay/ ), and Fitbit Pay (https://www.fitbit.com/global/us/technology/fitbit-pay ).  

 How do I know if I have a contactless-enabled bank card? 

Cards that are contactlessenabled have the following symbol (on the front or the back) of them:   

Many banks and financial institutions have switched to contactless cards to make payments safer, faster, and more secure for their customers. Check with your card issuer if you are unsure if your card is contactless-enabled. If you do not have a contactless card, you can also link an existing bank card to your payment-enabled device—or you can order a contactless-enabled Cash Card (https://cash.app/help/us/en-us/14425-cal-transit)   

Can I still ride SacRT light rail if I do not have a contactless-enabled card or a payment-enabled device? 

Yes. You can still pay for your fare using Connect Card, ZipPass, or the light rail fare vending machines located at each station 

Can I still use cash? 

Yes. You can still use cash to purchase a Connect Card at light rail fare vending machines located at each station to ride SacRT.  

 

Contactless Payments in Action 

How do I use my contactless-enabled bank card or payment-enabled device on SacRT? 

Look for the contactless symbol on SacRT readers as you board:

  

Simply tap your contactless-enabled bank card or payment-enabled device below the screen on the contactless symbol to pay your fare and wait for the green “GO!” screen to confirm payment is successful. 

What are readers? 

The contactless payment readers are the face of SacRT’s new contactless fare payment system. The readers serve as point-of-sale terminals, allowing you to pay your fare and enter the system instantly. They are mounted at the front entrance when you board the train and look like this: 

 

Why doesn’t my contactless-enabled bank card work? 

If your contactless-enabled bank card is not working, it may be due to one of the following reasons:   

  • You have a new card. If you have a new contactless-enabled card, you might need to activate it first. If after activating your new contactless-enabled bank card it is still not working, please contact your card issuer at the phone number listed on the back of your card. 
  • Your card issuer has declined payment.This may be due to your bank account not having enough funds for the journey. Please check with your card issuer.  
  • Your card may be damaged or expired. If this happens, you’ll need to get your card reissued by contacting your card issuer.
  • Your card type is not accepted, e.g.American Express, Discover, and other card brandsVisa and Mastercard are accepted at this time.  

More Details on Fares

What will I be charged? 

Fares paid via contactless payment will cost the same as fares paid via Connect Cards, ZipPass, or at station fare vending machine kiosks: $2.50 basic single fare.  

Please note, no other discount fares are available using contactless payment at this time. You can still pay the discounted fare when you board a train, but you will have to use a Connect Card, ZipPass, or cash at station fare vending machine kiosks  

What if I transfer from light rail to light rail and pay with contactless payment? 

At this time, the contactless payment option is only available on Green Line light rail trains.  

If you would like more information on fares, please contact SacRT Customer Service at 916-321-2877 Monday through Friday from 6:30 a.m. to 7 p.m., and Saturday and Sunday from 7 a.m. to 4 p.m. Offices are closed on most holidays.  

How do charges appear on my card statement? 

Your fare is calculated automatically based on the number of trips taken in a day and charged to your card’s account like a standard credit or debit card transaction with the description “SacRT Tap to Ride.” To view your recent SacRT light rail rides and see what you were charged, visit our Customer Transactions Inquiry Page (https://sacrt.littlepay.com) or check your bank card statement. 

Is paying via a contactless-enabled bank card or payment-enabled device secure? 

YesTaptopay transactions are processed through the same secure networks used for all other Visa and Mastercard transactions. Contactless cards are built on secure EMV® Chip technology, which has proven effective at reducing counterfeit fraud. Just like inserting your card, each EMV® Contactless transaction delivers a dynamic, one-time code to the payment reader that protects payment information and authorizes the transaction with a single tap. 

Will my information be kept private? 

Personal data is never stored, sold, or given away by SacRT or any third-party agent. SacRT‘s customer service representatives do not have access to full credit card account numbers. Customer service representatives will answer customer support queries, in accordance with PCI (Payment Card Industry) practices. 

Does my card issuer see my travel history? 

No. Just like your card issuer does not see what you order from a coffee shop, the issuer will only see the amount of the transaction. 

Will I be charged a service fee for using my contactless payment method on SacRT? 

No, there are no additional fees to use contactless-enabled payment methods. 

Can I pay for more than one person using one contactless payment method? 

No. At this time, each rider must pay with their own contactless-enabled bank card or payment-enabled device. 

Will Connect Cards be phased out? 

No, SacRT Connect Cards and ZipPass will continue to be available as another form of payment for fares. 

Are discounted fares available with contactless payment? 

Not yet. You can still pay the discounted fare when you board a train, but you will have to use ZipPass, or pay in advance using a Connect Card or cash at the station fare vending machine. 

Can I use my transit benefit card with contactless payment? 

If your transit benefit provider has issued you a contactless credit, debit, or reloadable prepaid card, you should be able to use that card at a SacRT payment readerPlease contact your transit benefit provider for more information about contactless card capabilities, as well as to determine if their products can also be supported in payment-enabled devices. 

 

Troubleshooting Issues 

What can I do if my payment was not accepted at the payment reader? 

If you tap your contactless card or payment-enabled device and the payment reader indicates that the payment was not accepted, you will need to use another payment method to pay for your ride. Your payment may not be accepted for a few reasons: 

  • It is possible that your payment method has been blocked if we have not received payment for a prior fare. Until payment is received for that fare, that payment method will remain blocked, even if you use other payment methods in the meantime 
  • Your payment method has been blocked by your bank  
  • Your card or smart device is damaged  
  • Your card is not contactless-enabled 
  • You may not have enough funds 

To resolve an issue with your card, please contact your bank. In the meantime, you can use another Visa or Mastercard, including a card in your mobile wallet. If you are having trouble with your payment-enabled device, you may need to remove the card from your device and add it back in. 

How can I get my blocked payment method accepted again? 

Once you have resolved the issue with your payment method, please callSacRT  

Customer Service at 916-321-2877 Monday through Friday from 6:30 a.m. to 7 p.m., and Saturday and Sunday from 7 a.m. to 4 p.m. Once the issue is resolved, it can take up to 15 minutes before you can continue to use the same payment method at SacRT payment readers. 

What is “card clash”? 

Card clash happens when more than one payment method touches the payment reader at the same time. The payment reader may deduct the fare from the wrong bank card/device as it reads the first payment method it comes in contact with—or it will not read either card. It is recommended you present one payment method when paying your fare. 

Note: If you are paying for someone who is traveling with you, you will need to use a different card or device for each person. 

 How do I apply for a refund? 

If you suspect you have been charged more than once or have not been charged the correct fare, please contact SacRT Customer Service at 916-321-2877 Monday through Friday from 6:30 a.m. to 7 p.m., and Saturday and Sunday from 7 a.m. to 4 p.m. Offices are closed on most holidays.   

How do I dispute a charge? 

If you did not authorize a charge, or if you believe that you have been charged incorrectly, you can dispute a charge by speaking with SacRT Customer Service at 916-321-2877 Monday through Friday from 6:30 a.m. to 7 p.m., and Saturday and Sunday from 7 a.m. to 4 p.m. 

What if my payment method is lost or stolen? 

  • If your card is lost or stolen, contact your bank first to ensure that your card is canceled and to prevent unauthorized transactions 
  • If your card is subsequently found, and if your bank did not cancel it, you may continue using your card.