1What if my phone battery dies while my pass is active?
You are responsible for keeping your phone charged while using your pass. Refunds will not be issued if your phone’s battery dies while your pass is active.
2I need help with the app; who can help me?
Should you experience any technical issues with the app, please contact Token Transit at firstname.lastname@example.org or by calling 415-91-TOKEN (86536). You may also use the “contact us” section of the app, located under Account Settings for Token Transit's email and phone number.
3When do I need an internet connection?
An internet connection is required in order to purchase your pass. An internet connection is also required to use your pass for the first time, and to refresh once each day if your pass is active for multiple days (e.g. monthly pass).
4What happens if I lose my phone?
Your passes and payment information are linked to the account associated with your phone number. They are not linked to your physical phone. Logging in with your phone number on a new device will restore your previous pass and payment information.
5How do I know if my pass is active?
Active passes will be displayed under “passes in use,” which immediately appears when the Token Transit app is opened. They display a “time left” section with time remaining until the pass expires.
6Is there a record of expired passes?
Yes, you can view a log of your past actions by going to your Account Settings and selecting “History.” There will be a new entry every time you use a pass.
7Can I have a receipt for my pass purchase?
Yes, but in order to do so, you will need to make sure to include your email address when you register your account. Receipts will be sent to the email address associated with your account.
8Is my credit card information secure?
All personal and credit card information is securely stored, using encrypted Payment Card Industry Data Security Standard (PCI DSS) compliant servers.
9I don’t have a credit or debit card; can I pay with cash or check to load passes onto the app?
The only form of payment accepted by Token Transit is credit, debit or a prepaid debit card.
10Can I request a refund?
Passes are not transferable or replaceable. All sales are final. However, if you experience technical issues, please contact Token Transit at email@example.com or by calling 415-91-TOKEN (86536). You may also use the “contact us” section of the app, located under Account Settings for Token Transit's email and phone number.