Mobile Tickets App - Tips/FAQ
We want your TriMet Tickets experience to be a good one. Here are some important tips for using the app and protecting your mobile tickets.
Tips for using the app
Transfer your tickets before getting a new phone or deleting the app
To avoid losing any tickets or passes stored on your phone, be sure to transfer them back to your web account before getting a new phone, uninstalling the app or erasing your phone. (Your downloaded tickets are actually stored on your phone, which makes it possible to use them without an internet connection.) Note that active multi-day passes can be transferred but active 1-Day Passes or 2½-Hour Tickets cannot be transferred.
Here’s how to transfer (recall) your tickets or passes:
- While your old phone is still working and connected, log in to your account on the TriMet Tickets website (https://trimet.transitsherpa.com) and go to My Account and then My Tickets.
- Select the box that says Recall Tickets to recall your tickets, then follow the directions. This will transfer your tickets from your phone into your account on the website.
- Log in to your account on your new phone and go to My Tickets. If your tickets do not appear after 1 minute, select the refresh arrow in the upper right-hand corner of the screen.
If you have any issues transferring your tickets, contact the Help Desk and we’ll get you squared away.
Changing your email address
If you need to correct or change the email address on your account, make sure you’ve used any currently stored tickets beforehand. Downloaded tickets are associated with the email address used to create your account — if you sign in with a different email address, those tickets will not be available.
Buying mobile tickets
Create an account
As of December 2018, we require that you create an account — either from within the app or on our website — before purchasing tickets, as it’s the only way you can transfer your unused tickets if you get a new phone.
Tap “Buy Tickets” from the menu to purchase tickets or passes
1 Choose your rider type
Choose Adult, Honored Citizen or Youth. Just make sure you’re able to provide proof of eligibility — like with the paper fares, this is required. Honored Citizens must be able to show proof of age (65+), a Medicare card or a TriMet Honored Citizen ID. Youth must show proof of age (7–17) or student status (high school or GED identification). Children age 6 and under ride free.
2 Choose your fare
You can buy a 2½-Hour Ticket, 1-Day Pass, 7-Day Pass, 14-Day Pass or 30-Day Pass. (1-Month Passes, which are valid for a calendar month, are not available through the app.) Tickets and passes can be stored for future use, so you don’t have to use them immediately.
3 Choose a quantity
You can buy multiple tickets to use later, either for yourself or for others in your group. A $5 minimum purchase is required.
4 Check out
Tap “Checkout” and pay with Visa, MasterCard, Discover or American Express. You’ll be asked to add a payment card the first time you purchase a fare, and you can store it for future use. You can add up to three cards to your account by tapping Add New Card in the Select Payment screen while using the app to make a purchase, or when making a purchase on our website.
Using mobile tickets
Tap “My Tickets” from the menu to use a previously purchased ticket or pass
On the My Tickets screen, tap on a blue ticket or pass to activate it. Once activated, it’s valid until the expiration time shown on the screen. If your ticket expires and turns grey, you may remain on the vehicle to complete your trip but you won’t be allowed board another vehicle.
Activate your ticket before boarding
If you’re at a MAX station where fares are required, make sure you activate your ticket before entering the station area. Otherwise, you should activate your ticket when you see your bus or train approaching. In any event, your ticket must be activated before boarding a vehicle.
How to “turn on the lights” or show your barcode
If your operator asks you to “turn on the lights,” that means they’re trying to verify your fare. While your ticket is visible, tap the animated bus windows to turn the lights on. Tap the window again to turn them off. If a fare inspector or operator asks to see the barcode on your ticket, simply click on the small QR code in the bottom right corner of your ticket.
Watch your battery level
Just like with paper tickets, you’re responsible for making sure you have a valid fare at all times. Remember to keep your phone charged.
Will I have to create an account to purchase a ticket?
Yes, an account is required to purchase tickets.
Which phones and operating systems are supported?
TriMet Tickets works on iPhones running iOS 11 and above and Android phones running versions 6.0 and higher. Before downloading the latest operating system, be sure to check that TriMet Tickets is supported in that version. Jailbroken, rooted phones, and Beta operating systems are not supported.
I got a new phone and lost my tickets.
If you need to restore tickets to your account, please contact the Help Desk.
Can I get a refund?
TriMet tickets are non-refundable. If you need to restore lost tickets to your account, please contact our Help Desk.
Why is there a $5 minimum purchase?
This requirement is important to minimize card processing fees. But don’t worry — if you buy multiple tickets, you can always store them for later.
Why was my card declined?
Start by confirming that your card information was entered correctly, including your billing address, zip code and the three-digit security code on the back. These should appear exactly like they do on your billing statement. Other common errors include entering a “.” after your middle initial or including apartment numbers in the Address Line 1 field. If your commuter card was declined, check to see if the billing address should linked to your employer’s address. If everything looks correct but you’re still having trouble, contact your bank for assistance.
My card was declined — why is there a pending transaction on my statement?
Transactions showing as pending have not been processed and typically are cleared within two business days. Your card will not be charged for these transactions.
How do I add a debit/credit card to my account?
Add a card to your account by tapping Add New Card in the Select Payment screen while using the app to make a purchase. You can also add a card when making a purchase through our website. On the Checkout screen, check the option to store your card for future use.
How do a I edit a stored credit/debit card on my account?
If your card number, CVV code, or expiration date has changed you will need to remove the card in the "My Account" section of the mobile app or under the Billing Information section of the website. The next time you make a purchase, you'll need to add the card back by selecting to store the card for future purchases during checkout.
Can I use multiple tickets at the same time for myself and my family or friends?
Yes — if you’re using an Android device, press and hold on a ticket to add riders and tickets to the activation. If you’re using an iPhone, go to My Tickets and tap Multiple Riders to add riders and tickets to the activation. The number of tickets will show in the upper right corner of your ticket. Display individual tickets by tapping this number and selecting the ticket from the drop-down menu. Make sure you’ve purchased the tickets before your group heads out!
The ticket takes a long time to display.
Don’t uninstall your app! Older operating systems can run a little slower — if that’s the case with your phone, give yourself time to activate the ticket before your bus or train arrives. Closing any other apps you aren’t using can also help your phone’s responsiveness.
What if the app is unresponsive?
Don’t uninstall your app! Try logging out of the app and logging back in. If that doesn’t help, try restarting your phone. If you’re still having trouble, select Help from the app menu or submit a request to our Help Desk.
If my employer subsidizes part of my transit cost, can I still use the app?
You may be able to receive reimbursement by providing your employer with a receipt of your ticket purchase, but you should check with your employer first. If you have a commuter benefit card with the Visa or MasterCard logo, you can use it to purchase tickets with the app. Check with your employer for details on what options are available for you.
Can I add more than one card to my account?
Yes! You can add up to three cards to your account by tapping Add New Card in the Select Payment screen while using the app to make a purchase. You can also add a card when making a purchase through our website. On the Checkout screen, check the option to store your card for future use.
How do I reset my password?
You can reset your password here. Or, in the app, go to My Account and select Change Password. There’s also a Forgot Password option on the sign-in screen.
What if my battery dies?
Make sure you have enough charge to last your entire trip! Every rider is responsible for showing proof of valid fare to TriMet operators or fare inspectors.
Can my driver show me how to use the app?
It’s best to do your research before you head out. Your operator may be able to help, but their job is to check your fare and focus on driving. Plus, they’ve been instructed not to touch customers’ devices. If you have questions or need technical support, check the Help section or submit a request to the Help Desk.
Do I need a wireless connection to buy or use tickets?
You will need an Internet connection, using either data or wifi, to purchase tickets and receive the correct day code. Once the app gets this code for the day, you’ll be able to ride without a connection.
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 top of your ticket. If your ticket expires and turns grey, you may remain on the vehicle to complete your trip but you won’t be allowed board another vehicle.
Can multiple fares be processed at one time?
Yes. You can purchase more than one ticket at a time. If you’ve set up an account, you can store unused tickets for later use.
What if the ticket expires before I can use it?
If this happens, you’ll need to purchase another ticket before riding.
Can I buy LIFT fares?
Sorry, the app can’t be used for LIFT rides.