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Frequently Asked Questions
General Questions About TransLink
Questions About Using TransLink
Questions About Types of Value and How to Add Value
Questions About Problems with My Card
Questions About Discounts
Questions About Employee Transit Benefit Programs
Questions About the RTC TransLink Card
General Questions About TransLink
Where can I use TransLink?
Use your TransLink card now on all AC Transit and Dumbarton Express buses and all Golden Gate Transit and Ferry routes. BART, Muni and Caltrain will begin accepting TransLink on all routes starting in spring 2008, followed by SamTrans and Santa Clara VTA in 2009. Eventually all Bay Area transit agencies will accept TransLink.
Where can I get a TransLink card?
For your convenience, TransLink cards are available online, at many retail locations and transit operator ticket offices, and by calling the TransLink Customer Service Center at 1-877-878-8883 or TDD/TTY 711 or 1-800-735-2929. Watch this quick video for an overview.
>>Order a TransLink card
>>Find retail locations and transit operator ticket offices
Why should I register my card?
Registration is free and provides benefits such as protection for your card and balance if your card is ever lost, stolen or damaged. When you register your card, you create a "My TransLink" account. Your My TransLink account is where you can activate your card, add value, set up Autoload or report your card lost or stolen.
Watch a brief video on how to Check and Protect your card.
Questions About Using TransLink
I need to transfer from one bus to another. How does that work?
You will never need to ask for or hang on to a transfer ever again. When you use e-cash, the TransLink card keeps track of prior rides and automatically grants transfer discounts where appropriate*. When you board a participating bus or ferry, "tag" your card by touching it to the TransLink logo on the card reader. When you transfer to another transit vehicle, just tag your card to the card reader on that vehicle, and any applicable transfer discount will be applied.
If you plan to transfer to a transit vehicle that does not yet accept TransLink, ask the station agent or transit vehicle operator for a paper transfer after you have paid your fare with your TransLink card.
* Currently, only transfers within a single transit service are available using TransLink (e.g., you can transfer from one AC Transit bus to another AC Transit bus). You will be charged 25 cents for a transfer on AC Transit.
When I pay a fare using TransLink, how do I know if the proper fare value has been deducted from my card?
When you use your TransLink card with either a transit pass or e-cash, a green light will indicate the correct fare has been deducted. Each time you pay your fare with e-cash, the card reader displays the fare deducted and shows how much you have left.
When you load e-cash combined with a transit pass on your card, the card reader will always charge you the lowest fare possible. The TransLink system always checks first to see if your card has a valid pass or transfer before deducting e-cash.
Golden Gate Transit bus riders should always remember to "tag off" at the end of each ride to ensure that they are charged the correct amount.
AC Transit riders who ride a transbay bus for a local ride should always remember to tell the driver they are a local rider before tagging their card.
When I tag my TransLink card, does it matter which way the card is facing?
No. The sensor in the card reader just needs to be about one inch from the card's antenna. This brief video shows how to tag your card.
What happens if the card reader can't read my card for some reason?
It's a good idea to keep a little extra cash on hand in the event that your card doesn't work. Unfortunately, transit agencies cannot give free rides when a TransLink card doesn't work.
Can I punch a hole in my TransLink card, so I can wear it around my neck or clip it to a belt or purse?
The TransLink card should not be altered in any way. Punching holes in the card, bending it or otherwise altering it could damage the small antenna used to send information between the smart card and the card reader. If the antenna is damaged, the card will not function properly.
Can two people use the same card at the same time?
No, if two or more people are traveling together and want to use TransLink, each needs to have his or her own card.
Questions About Types of Value and How to Add Value
How do I add value to my TransLink card?
You can add value to your TransLink card by visiting a self-serve Add Value Machine, going to one of the many retail locations or transit agency ticket offices, ordering it online or calling 1-877-878-8883 (TDD/TTY 711 or 1-800-735-2929), or linking your TransLink card to your employee transit benefit program. Check out the ways to add value on this brief video.
Autoload is the fastest, easiest way to make sure you always have value on your card. With Autoload, you pre-authorize a secure transfer of funds from your bank account or credit or debit card directly to your TransLink card. You can add e-cash and/or load a transit pass with Autoload.
>>Learn more about Add Value Machines
>>Learn more about retail locations and transit agency
ticket offices
>>Learn more about online ordering
>>Learn more about Autoload
>>Learn more about employee transit benefit programs
What is e-cash?
Electronic cash (e-cash) works just like cash on transit. E-cash is accepted by all participating transit agencies. For AC Transit customers, e-cash replaces 10-ride ticket books by offering the same price as tickets with even greater convenience.E-cash never expires, so this is the best choice if you currently pay with cash. On Golden Gate Transit and Ferry you will always receive the Ride Value or Frequent Ferry Rider discount when you use e-cash to pay your fares.
With e-cash, your balance can be restored if your card is lost, stolen or damaged.
What happens if my card's e-cash value falls below zero?
Don't worry! You won't get stuck just because you don't have enough value on your card. If a ride costs more than the remaining e-cash value on your TransLink card, TransLink will allow you to complete your trip even if paying the fare causes your card balance to fall below zero. Value must be added before the card can be used again. The negative value is deducted from your card balance when new value is added. To ensure your TransLink card is always ready to use, keep sufficient value on your card at all times.
To avoid running out of value, set up Autoload. It's the fastest, easiest way to make sure you always have value on your card.
When will my transit pass show up on my card?
It depends on how you added the pass. If you add a transit pass to your card at an Add Value Machine, a transit agency ticket office or a participating retail location or via phone or online when you already have a pass on your card, TransLink will extend your current pass 31 days, with no gap between passes. If you already have an active pass on your card and you want a gap between passes for vacation or holiday purposes, you should reload via Autoload. A new pass will be loaded to your card the first time you use your card after your old pass expires.
If I set up Autoload, when will I be charged, and when will I be able to use my Autoload value?
When you first set up Autoload using a credit card, it may take up to 72 hours for your new Autoload set-up to take effect. If you use a bank account, it may take 5 to 10 business days. Once your Autoload is set up, the value you designated will appear the first time you tag your card to a card reader.
If you set up Autoload for e-cash, your credit card or bank account will not be charged until you tag your TransLink card the first time.
Your credit card or bank account will not be charged until you tag your TransLink card the first time, unless you are setting up Autoload for a transit pass on a TransLink card you already have. In that case, your credit card or bank account will be charged when you first set up Autoload, but your My TransLink account will not show your Autoload set-up until after you tag your TransLink card for the first time.
New passes do not necessarily load the first day after an old pass expires—after the first pass, all passes loaded through Autoload will be effective the first day you tag after the old pass expires. In other words, if your pass expires and then you go on vacation for two weeks, your new pass will not go into effect for two weeks.
If I'm setting up Autoload, do I need to add some value to get it started?
You don't need to add separate "start up" e-cash or transit pass value—we'll do that for you.
Do Add Value Machines give change?
No, if cash is used to purchase a transit pass or e-cash from an Add Value Machine but exact change is not used, any remaining balance will be added to the TransLink card as e-cash.
What should I do if my card is lost or stolen?
If your card is registered with the TransLink Customer Service Center, your balance is secure. You can report your card lost or stolen by calling 1-877-878-8883 (TDD/TTY 711 or 1-800-735-2929). You can also download a form and mail it in.
Your card will be blocked from further use at the end of the business day (you're responsible for its value until then), and we'll mail you a new card. There's a $5 fee for replacing your card and an additional $5 fee for restoring its value. If you have set up Autoload, we'll waive the card replacement fee, and you will only need to pay the $5 fee for balance restoration.
>>Download Report a Lost, Stolen or Damaged TransLink Card Form
What should I do if my card stops working?
If your card stops working, it may be either damaged or defective. If your card is defective through no fault of your own and you have had it for less than a year, TransLink will replace it and restore your balance free of charge. If your card is damaged, however, you will need to obtain a new card online, over the phone, through a mail-in form. Call the TransLink Customer Service Center toll-free at 1-877-878-8883 (TTY/TDD 711 or 1-800-735-2929) to report the problem and get instructions for requesting a replacement.
Your card may also be blocked if is it being used fraudulently or if we have problems charging your Autoload account.
>>Order a TransLink card
>>Download Report a Lost, Stolen or Damaged TransLink
Card Form
Is there a discount when adding value to a TransLink card?
Golden Gate Transit will offer the Ride Value or Frequent Ferry Rider discount whenever you use your TransLink card to pay your fare on Golden Gate Transit. Discounts on AC Transit are available with the purchase of a 31-day pass.
>>Register your TransLink card
How do senior, disabled and youth fare discounts work with TransLink?
Currently, Golden Gate Transit offers TransLink cards with discounted fares for youths and seniors. These cards are specially encoded to automatically deduct the correctly discounted fare each time you use TransLink as long as you meet the age requirements. AC Transit, while not currently issuing youth and senior cards, will honor youth and senior TransLink cards issued by Golden Gate Transit. AC Transit plans to make youth and senior cards available in the near future.
>>Learn more about senior TransLink cards
>>Learn more about youth TransLink cards
Questions About Employee Transit Benefit Programs
How does TransLink work with employee transit benefit programs?
TransLink works with Commuter Check® and WageWorks®. Talk to your human resources department or read about employee transit benefits online to learn more.
>>Learn more about employee transit benefit programs
How can my Commuter Check vouchers be used to add value to a TransLink card?
Just take your vouchers to a retail location or transit agency ticket office to add e-cash value or load a transit pass.
If you currently receive your vouchers through Commuter Check Direct®, you can set up your benefits to load value to your TransLink card instead of receiving vouchers in the mail. Look for the TransLink option when you log in to your Commuter Check Direct account. If you need more information or assistance, contact info@commutercheckdirect.com .
Find a retail location or transit agency ticket office
I have a WageWorks Commuter Card. Can I use it to add value to my TransLink card?
Yes, use your Commuter Card just like a debit card at a TransLink Add Value Machine or on the TransLink.org website.
What if I want to set up Autoload with my WageWorks Commuter Card?
If you have a WageWorks Commuter Card and want to set up automatic reloading of value on your TransLink card, we suggest setting up Autoload with a regular credit card and simply using your Commuter Card to add value at the beginning of each benefit period. That way, your credit card will only be charged when your benefits expire. If you use your Commuter Card to set up Autoload and your TransLink card runs out of value before the end of your benefit period, your TransLink card will be blocked and you will be unable to use it.
Questions About the New RTC TransLink Card
I use an RTC TransLink Card. Is this card accepted by paratransit agencies?
No. RTC TransLink Cards cannot be used for these services.
How does the RTC TransLink Card work?
The RTC TransLink Card is a version of TransLink created especially for seniors and passengers with qualifying disabilities. Transit riders currently can use the RTC TransLink Card's special TransLink features to pay their fares on Golden Gate Transit and Ferry. Passengers who use other transit agencies can use the RTC TransLink Card as proof of eligibility for reduced fares. Learn more about the card's TransLink features by downloading Your RTC TransLink Card.
Will the value on my RTC TransLink Card still be good if my card expires?
Yes, you will always have access to any value stored on your card, but you will need to obtain a new card. Please call the TransLink Customer Service Center toll-free at 1-877-878-8883 (TTY/TDD 711 or 1-800-735-2929) before your card expires to ensure that your balance is transferred to your new card.
Can people who are blind or who have low vision use Add Value Machines?
Add Value Machines are equipped with an audio button and earphone jack. You must take your RTC TransLink Card to a your local transit agency ticket office to set up your card to work with these features.
I have an RTC TransLink Card, and a medical attendant travels with me. How does my attendant get a discounted fare?
If you completed the Medically Certified Eligibility Application Form, your card has an attendant symbol. The attendant is eligible for the discount fare while accompanying you as a rider with a valid RTC TransLink Card. The attendant must pay their fare separately with cash. The attendant cannot use your RTC TransLink Card to pay their fare. The attendant is not eligible for a discount fare while traveling alone and the attendant will not be issued an RTC TransLink Card unless he or she also is eligible for the RTC Discount Program.
I still have questions about my RTC TransLink Card. Where can I get help?
If your question is about the RTC Discount Card Program, contact your local transit agency by calling 511, and then say “transit” followed by the name of your local transit agency.
If your question is about using TransLink, you can:
• Call the TransLink Customer Service Center toll-free at 1-877-878-8883 (TTY/TDD 711 or 1-800-735-2929) or• Email custserv@translink.org
