Traveller FAQ

Frequently Asked Questions

Payment Methods

How can I pay for my travel?

You can simply Tap On/Off using your payment card.
Alternatively, you can ask the driver to purchase a ticket using your payment card.
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Which payment methods are accepted?

Visa and Mastercard credit, debit or prepaid physical cards with the contactless symbol
Visa and Mastercard on Google Pay, Samsung Pay or Apple Pay digital wallets

Can I use my smartwatch to tap on and off?

Yes, you can use Visa and Mastercard with Google Pay, Apple Pay or Samsung Pay digital wallets on all smartphones and smartwatches.

Do I need to unlock my phone to use my digital wallet?

No, not if you have set up Express Mode on your iPhone or Apple Watch, or if you have set up Google Wallet for Public transportation.

Can I use multiple cards for different trips on the same day? What happens if I do?

If you haven't registered an account, it is better for you to use the same card or device when travelling (even if the device carries the same card). If you do use multiple cards, you’ll be charged multiple fares. To request a refund, contact head office. To avoid this in future, you can register yourself as a tikpay user at the head office and link all eligible payment cards to your profile.

What happens if my card, phone or smartwatch is lost or stolen?

Advise your bank immediately, and arrange for a new card to be issued to you - or download a replacement card onto your device, to avoid others using it. You can use the system again once you have a new card, or you can purchase a ticket from the driver with cash in the meantime.

What happens if I tap twice at the same bus stop?

The 2nd tap will be ignored.

Tapping Off

What happens if I forget to tap off or my phone battery dies after tapping on?

The system will automatically create a tap-off for you and charge you the maximum fare for that route.

What happens if I tap off with the wrong payment card?

The system will automatically create a tap-off for you for the 1st tap and charge you the maximum fare for that route. You will also be charged an additional fare for the 2nd tap. If this happens, contact head office for us to process a refund.

Fares

Is there a daily cap on fares?

Yes. The new system will ensure daily fare caps are applied for both full fare and concession travellers.

Can I Tap On/Tap off for multiple people?

Yes. By selecting 'Additional Travellers?' you can select how many additional people are travelling with you and pay for everyone on the same payment card.

Concessions

Can I use my concession card for Unassisted Tap On / Tap Off?

Yes! You need to register your concession card at the head office or on the bus first, once you have registered you can tap your card and the correct fare will be applied.

How do I update my concession status?

You can register your concession by:
1. Going to head office to register.
You will need to bring your proof of concession and a payment card to set up your concession account. This will enable you to benefit from concession fares when you Tap On / Off.
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2. Registering on the bus:
Selecting the ‘Register your concession’ button before tapping allows you to register

Payment

When will I be charged?

Overnight, all of your trips will be aggregated and you will be charged the best fare for your travel.

Why do I have a $1 transaction on my bank account after tapping?

Mastercard initially creates an authorisation of $1 when you tap on for the day, this authorisation is in a pending state and will disappear at the end of the day when the fare is calculated based on usage and charged.

How come I can’t see a record of my transaction after tapping?

Visa users won’t see a pending charge in their account immediately after their first tap. They will see a record of the transaction in most cases after 9.30pm on the day of travel.

What happens if I don’t have enough money in my account?

You may be able to tap on the first time you use your card, but the tap-off will be declined, as will subsequent taps. Your card will be blocked from travelling until the payments have cleared.

How do I unblock my card, so that I can use it to travel again?

Once adequate funds have been added to your card:
1. Overnight, we will try to settle any outstanding debt, if successful your card will automatically be unblocked
2. Tap your card. It will initially fail, however it will then try to settle any outstanding debt, if successful your card will be unblocked within 2-5 minutes

Travel History

Can I view my payment transaction information?

Yes, you need to visit https://travel.tikpay.me and enter your reference number (shown on your bank statement) and the last 4 digits of your credit card number. The portal will then display your transaction history for the past 3 months.
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When I use Tap On/Tap Off, will I receive a receipt after each trip? Can I request one?

You will have a record of your transaction on your bank statement, you can also visit https://travel.tikpay.me and enter your details to view your trip history and more information.
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