Monthly Program:
Institutional Accounts User Guide

When you have a new employee, client or student who needs a Monthly Pass, you will first need to place an Order for the card(s). The TriMet Customer Support Center will receive your Order and send you your requested cards. If you have extra cards, or the new participant already has a Hop card, you do not need to order new cards from the TriMet Customer Support Center. When the cards arrive in the mail, you will need to “Add a Participant” to each card. This should be the person’s name but it could be a generic description (e.g., “Card A”). Once your card has a participant linked to it, you will be able to manage the card. In “Manage Cards,” you can load fare to cards, as well as block, replace, or remove them from the account. After the cards have fare loaded to them, they should be distributed to the participant immediately.

If you are a part of the Monthly Pass program, your new employee will need to have an Adult, Youth or Honored Citizen Hop card. You will need to order the card for the participant.

1. Login to your account.

2. Select “Cards” and then “Order Cards” from the drop-down menu.

Home page

3. On the “Order Cards” page, select the Card Type you’d like to order. Card types include:

• Adult for ages 18-64
• Youth for ages 7-17 for high school/GED
• Honored Citizen for ages 65 and over, Medicare beneficiaries or participants with disabilities
• Single-Use Ticket for individual Hop paper tickets
• Note that you may not see all these options on the page, since not all card types are available to all organizations

4. Enter the Quantity.

5. Select “Add to Cart” to add your order to the cart.

6. When ready to checkout, select “Save and Continue.”

Order Cards page

7. Select your payment method (e.g., Invoice) from the drop-down menu if there is more than one option available. If your account is only setup for one payment method, this dropdown menu will not appear.

8. If you are paying with a credit card, select the card you wish to use or add a new one.

9. Verify your billing address.

10. Select your shipping location from the drop-down menu.

Shipping location window

11. Verify your order, including card information and quantity.

12. Optional: Enter purchase order (PO) number.

13. If everything is correct, click “Submit Order.”

Order Confirmation page

Once you receive your employee’s Hop card in the mail, you will need to add a Participant to each card and then add a pass or tickets to the card(s).

When your cards arrive in the mail, they will not have any participants assigned to them. When you log in to the Hop Institutional website, you will first need link the participants to the cards before they can be used. The cards will be identified by the 16-digit printed card number on the back of the card. After a participant is added to the card, the card will be able to be managed (load fare, etc.). You can do this for multiple employees at once.

1. Login to your account.

2. Select “Cards” and then “Add Participants” from the drop-down menu.

Home page

3. On the “Add Participants” page, select “Download CSV.”

Add Participants page

4. Open the CSV (Excel) file.

5. Assign participants to cards by filing in the blank cells. Only first and last name are required.

Participants spreadsheet

6. Click “Save As” to save the completed spreadsheet as a .csv file on your local drive.

7. Upload your .csv file by selecting the “Upload CSV” button.

Add Participants page

8. Find the saved CSV file in the file browser and select “OK” to upload the file.

When your cards arrive in the mail, they will not have any participants assigned to them. When you login to the Hop Institutional website, you will first need to link the participants to the cards before they can be used. The cards will be identified by the 16-digit printed card number on the back of the card. After a participant is added to the card, the card will be able to be managed (load fare, etc.). This is to Add a Participant to each card individually.

1. Login to your account.

2. Select “Cards” and then “Add Participants” from the drop-down menu.

Home page

3. Click on the card number of the card you wish to add a participant to. To add a participant to a card that didn’t come from the TriMet Customer Support Center (e.g. your new employee already has a Hop card), click the “+ Add a Participant” button.

4. A “Confirm New Participant” window opens.

Add Participants page

5. Enter the participant’s information (only first/last name must be added).

6. Save by clicking “Add Participant.”

Add Participants page

7. The Card will now disappear from the Add Participants screen and will be available in the Manage Cards screen, identified by the participant.

If you need to update participant information (employee name, email, etc.).

1. Select “Cards” and then “Manage Cards” to get to the Manage Cards page.

Home page

2. Click the card number or name for the card you want to edit. A window will open on the left.

3. Click on the pencil icon for the field you want to edit (Name, Email, or Employee ID).

4. Click “Save Changes.”

Manage cards page

Fare must be added to cards before they can be used. You may only add passes to one “Media Type” at a time (e.g., first Adult passes and then Honored Citizen passes). You can’t add fare to cards that are blocked. Cards may only have one (1) time-based pass (e.g., 1-Month Pass) loaded at a time. Cards may have multiple (2+) first-use passes (e.g., 2 ½-Hour or 1-Day Pass) loaded at a time.

1. Select “Cards” and then “Manage Cards” to get to the Manage Cards page.

Home page

2. A list of cards associated with your organization will open.

3. Select each participant that will receive the same fare type. To filter the list so it only shows one fare type, click the “Card Type” / “Media” column header.

1. If all cards will get the same fare (e.g., Adult TriMet 1-Month Pass) select “All” to check all of the Institutional participants.

4. Select the “Add Passes” button.

5. A window opens on the left.

6. Select the pass type (e.g. Adult 1-Month Pass) that should be added to the selected card(s) by clicking the “+” button next to the appropriate pass type, it will turn red when the pass is selected. To unselect a pass, simply click the red X.

1. All eligible fares to purchase for your organization will show up on this screen.

Manage cards page

7. Select the + sign below the appropriate pass type (e.g., “TriMet Adult 1-Month Pass”). The + sign will turn into an “X” surrounded by a red circle.

8. Select “Add to Cart” or “Add and Go to Cart” if you are ready to check out.

Manage cards page

9. Select your payment method (e.g., Invoice) from the drop-down menu if there is more than one option available. If your account is only setup for one payment method, this dropdown menu will not appear.

10. Verify your Billing Address.

11. Select your Shipping Location from the drop-down menu if your order includes a shipment of cards. If you are only ordering fares, the shipping address will not appear.

Shipping location window

12. Verify your order, including pass information, quantity and validity period.

13. Optional: Enter purchase order (PO) number.

14. If everything is correct, click “Submit Order.”.

• You may need to scroll to the bottom of the page if there are numerous tickets/passes being ordered.

Manage cards page

If the fare you’ve purchased is valid now, the cards can be used immediately.

If a participant has a lost, stolen or defective Hop card, you need to “Block” the card following this process, and then request a replacement (following the “Replace Card” steps). A card that has been blocked but not replaced can be used again by unblocking it. A replaced card will become deactivated and cannot be used again.

1. Select “Cards” and then “Manage Cards” to get to the Manage Cards page.

Home page

2. Select the card(s) that is lost, stolen or defective. If you are only blocking one card, you can just click on the card number or participant name.

3. Click “Change Status” and a window opens on the left.

4. Select “Block a Lost Card.”.

Manage cards page

A blocked card cannot be used. If the card is recovered it can be unblocked as long as it is not replaced. If a participant needs a new card, use the replace-card feature.

If a Hop card has been lost or stolen, you will need to replace the card. You should either have a stack of replacement cards, or your participant should go to a retailer and buy a new Hop card (and do not load fare — the new Hop card must not have any fare on it). Before clicking “Replace,” your spare Hop card must not have ever been previously used or have any passes or stored dollar value on it.

This new Hop card must also be the same type as the lost/stolen card (e.g., Adult or Honored Citizen). You will need to have the new Hop card’s 16-digit printed card number. After the replacement, this new Hop card will have the person’s pass and history on it, and be automatically updated on your Institutional account. The old Hop card will be deactivated.

1. Select “Cards” and then “Manage Cards” to get to the Manage Cards page.

Home page

2. Click on the card number or name for the card you want to replace.

3. Select the “Replace Card” button.

Manage cards page

4. A window will open asking if your Hop card has a name or photo on the card.

5. Select “No.”

Photo/Name window

6. Enter the new Hop card number. (This card should be from your stack of spare cards or from a retailer.)

Card Number window

All information (passes, history, balance, etc.) will transfer to the new card.

This is to remove a Hop card from your Institutional account due to an employee leaving or no longer receiving fares from your organization. The card can always be added back into your Manage Cards screen at a later time.

1. Select “Cards” and then “Manage Cards” to get to the Manage Cards page.

Home page

2. Select the card(s) that will have the pass removed.

3. Click “Change Status” and a window opens on the left.

4. Select the “Remove Card” button.

Manage cards page

5. A confirmation window will open.

6. Select “OK.”

Confirmation window

The card has been removed from your organization’s account.