About goCard
What is a goCard?
VIA goCard is a durable plastic card with a smart chip designed to make your transit experience simple and secure. Load your goCard electronically with transit passes or stored value (cash amount). Then tap your card each time you board a bus and the farebox reader will deduct the appropriate fare.
Riders who qualify for VIA’s Reduced Fare Program are given a Reduced Fare goCard ID which are specially encoded, so the system automatically gives you the discounted fare if appropriate.
What are the benefits of goCard?
goCard benefits include:
• Faster boarding
• Card balance protection with registration
• Smart chip technology that offers card management, secure purchases and convenient features like autoload
• A safe and secure alternative to paying cash fares
• More durable than paper passes (e-fare media)
Is there a cost to get a goCard?
Registered goCards are free.
Where can I get a goCard?
• VIA is currently testing the functionality of the goCard system by distributing goCards at VIA Customer Service Centers. Reduced fare riders can obtain their goCard IDs at any camera equipped VIA Customer Service Center. The $3 replacement fee will continue to apply.
• Shortly after testing has concluded the goCard will be made available for the general public at all VIA Ticket Vending Machines located at VIA Customer Service Centers. Stay tuned for goCard updates by subscribing for emails regarding VIA’s newsletters and service alerts.
What fare products can be loaded on my goCard?
• Stored Cash Value: Do you pay as you go? You can load dollar amounts on your goCard to pay for single rides.
• Passes: To maximize savings per trip, we recommend you purchase passes that are valid for a specific number of days. Current passes available in Full and Reduced fare rates: 1 Day Pass, 7 Day Pass, and 31 Day Pass.
Where and how do I reload fare on my goCard?
During this resting phase, you have two options:
• Online – To pay using a credit card, you may visit our goCard Web Portal online. Once the stored value or pass is purchased online, your money or pass will be loaded onto your card within the next 24-48 hours. When you tap your card on a reader your goCard will automatically load your purchased items onto your card. If a pass is purchased online, the reader will automatically add the pass to your account and activate it when you tap your goCard on a reader, if there are no other active passes.
• With a VIA representative – Visit any VIA Customer Service Center to purchase passes or load cash value on your goCard.
Can I get a refund for the value and Products on my card?
All transactions are final; no refunds will be given out. The passes and value will be accessible throughout the lifespan of the card.
What if my card is lost or stolen?
If you have registered your goCard, you may report a lost or stolen goCard by calling the VIA goLine at (210) 362-2020. Or go to the goCard Web Portal online to suspend your card. You may request a replacement card so your remaining balance will be restored. All replacement goCards will be available for a $3 fee.
*If you have a Reduced Fare ID or VIAtrans goCard ID, your card’s balance is automatically protected.
How should I care for my goCard?
Your goCard is durable and designed to last six years. Treat your card like any other money card. Protect it. Do not bend, puncture or wash it. If your card is stored in your wallet or near chip-based cards that use radio frequency information, please relocate it.
How long will my goCard last?
goCards expire after six years. Reduced Fare goCard ID and VIAtrans goCard ID expiration dates may vary, depending on the type of card. Check your card’s expiration date online through the goCard Web Portal or goCard Ticket Vending Machine. If experiencing difficulties, call the VIA goLine at (210) 362-2020.
As your expiration date nears, when you tap your card on the reader inside the bus you will see a message saying, “Renew Card”. This notice will appear 90 days before your card expires to allow you time to obtain a new goCard.
What are the terms and conditions for using my goCard?
The terms and conditions are listed in VIA’s Privacy Policy. Your first use of the goCard signifies your acceptance of this agreement.
My employer pays for my bus pass. How will this affect my current way to purchase passes?
VIA is offering various options for employers to offer transit benefits to their employees. Please reach out to your employer’s Human Resources office to find out which option they have selected to offer.
goCard Web Portal & Account Management
Will I have to create an online account to purchase a pass or add cash value to my goCard?
• You can add cash value or a pass to your goCard without having to create an account online by going to a VIA Customer Service Center.
• If you want to add value to your goCard without having to physically visit any locations, VIA offers an online alternative, goCard Web Portal, in which you may create an account and add value to your goCard.
Can I see how much product (cash value and/or pass) I have on my goCard?
Yes. You have three options.
• On the vehicle: After tapping the card on the reader you will be prompted with the remaining balance (cash value or days).
• Online: Web Portal
• Ticket Vending Machine (TVM) – located inside the VIA Metro Center, 1021 San Pedro Avenue
• Any VIA Customer Service Center – card must be present
Can a goCard account have more than one card associated with it?
You can have multiple goCards associated with a single account. If you get another card in person, then log in to your account, and click on “Register a card” to associate the new card with your account. Note: A Reduced Fare goCard is automatically registered by VIA and therefore, has its own separate account. To add a Reduced Fare goCard to your online Web Portal account, you must select “link a registered goCard”.
How do I reset my password?
On the login screen, select “Forgot your password” and follow the prompts to reset it.
Is there a minimum amount I need to load on the card?
There is no minimum amount you may purchase online. Currently, the smallest purchases you can make are either a One Day Pass or $5 cash value.
Using goCard
How do I use goCard?
Simply tap the card on the goCard reader inside the bus. The reader will “beep” and display a confirmation that your card is valid (the screen will turn green and say “Fare accepted”). If cash value is available on your goCard, then the fare will be deducted at that time. If a pass is available on your card, then the pass will be activated (if using it for the first time) or be used to pay for your trip. You are then able to continue to your seat.
Riders with a goCard ID will need to tap their goCard to pay their fare and then show their photo ID to the operator to verify their identity prior to continuing to their seat.
Do I need a personal identification number (PIN) number to use the goCard?
No. Simply tap the card to pay your fare on the bus.
When trying to use our goCard Web Portal online, you will need a four-digit security code. This code will allow you to either register your goCard for the first time or link your goCard to your Web Portal account. The code will be provided to you at the time you receive your goCard. If you forget your security code or lose your receipt upon receiving your goCard, then visit any VIA Customer Service Center for further assistance.
Do I need to tap every time I get on a bus?
If you are using the goCard to pay for your fare, then yes you must tap your card. The system will automatically recognize the fare that must be paid, if any.
Note: Additional/unnecessary taps will automatically attempt to charge a full fare. If travelling with a companion and you decide to use your goCard to pay for them, then keep in mind that second tap will deduct a full fare amount for your companion. If you do not have cash value on your card, then the reader will not accept payment for your companion. Your companion will need to find an alternate way to pay.
What if I don’t tap my goCard on the reader?
You must tap your goCard on the reader when you are attempting to pay your fare with the goCard. Riders using a goCard ID to pay for their fare must tap and show the goCard ID to verify their ability to ride at a discounted fare. If you fail to tap the reader when paying or fail to pay proper fare before taking a seat, you may be in violation of VIA’s Code of Conduct.
How do I activate a new pass on my goCard?
Once you have purchased your pass for your goCard, you can activate the new pass by tapping your goCard on a reader. The first time you use your pass the screen will say “Period Pass accepted” then “Period Pass activated”. It will also show you the balance left on your card.
How do I know which pass gets used first?
When tapped, the goCard will first use the smallest pass available. If no pass is available, then it will use cash to pay your fare.
The goCard will use the products on your card in the following order:
1. 1 Day Pass
2. 7 Day Pass
3. 31 Day Pass
4. Cash Value
If you have a period pass such as a Semester Pass, then the Semester Pass will be used before any cash value is deducted.
How do transfers work with goCard?
You do not need to ask the bus operator for a transfer when using goCard.
When transferring to another bus, your goCard will activate a free transfer ticket if the subsequent trips are within 2.5 hours. If transferring from a Regular Service (including Primo or VIVA routes) to an Express Service vehicle, your goCard will activate a free transfer and deduct the upcharge amount.
Can I use a combination of cash and goCard cash value to pay for my fare?
No. Partial payments are not deducted from the goCard. You will need to pay in full using one form of payment.
How do I know how much stored value or how many days I have left on my goCard?
• On the vehicle: After tapping the card on the reader you will be prompted with the remaining balance (cash value or days).
• Online: Web Portal
• Any VIA Customer Service Center – card must be present
I’m visually impaired, how will I know when my card is accepted and how much money/days are left on my account?
An audible positive beep or negative warble of fare acceptance will be heard. You may inquire on the balance of your card by calling Customer Service, using the Web Portal online, or visiting the Customer Service Center.
Can I allow others to use my card?
No, the goCard is registered under your name. Your goCard is not transferable. Each rider must have his or her own goCard.
Can I use my card to pay for other riders?
No, you may only pay for one person with the goCard (yourself).
If you attempt to pay for another rider with a pass on your goCard, a red screen will appear and the words “Insufficient Funds” and “Card Already Used” will appear on the screen. The red light indicates that you have already paid your fare (by using a pass) and that your card cannot be used twice.
Can I transfer funds from card to card?
Yes; however, for security reasons, you must visit a VIA Customer Service Center and speak with a representative. The transferring of a balance from a previous card to a new card cannot be done online. Additionally, this transfer of funds can only be done when replacing a lost or stolen goCard. Funds cannot be moved between two active cards.
What happens if the reader can’t read my card?
The reader may not have recognized your card for one of several reasons. Try tapping your goCard again by holding it flat against the reader until you hear it beep. If your card is stored in your wallet or near chip-based cards that use radio frequency information, please remove it and tap it separately to the reader. If you do not hear any beeps or see any lights, your card may be defective or damaged. You can visit any of our VIA Customer Service Centers for assistance.
Any fare due at the time of boarding will need to be paid in order to use the service.
What should I do if my card stops working?
If it stops working, it may be either damaged or defective. A goCard can be suspended if it is reported lost/stolen or if we have problem collecting payment for the value on the card. You may visit a VIA Customer Service Center or call the VIA goLine at (210) 362-2020 for assistance.
I was charged the wrong fare. Can I get reimbursed?
To request someone review your transactions, please fill out an online comment form at VIAinfo.net/contact, visit any VIA Customer Service Center or call the VIA goLine at (210) 362-2020.
My goCard was lost/stolen. Can I get another one?
A goCard can be suspended if it is reported lost/stolen or if we have a problem collecting payment for the value on the card. As a beta tester, if you’ve created an account on the goCard Web Portal online, you can suspend your card at any time. If you’ve lost a registered goCard, any cash value or un-activated passes can be restored on a new goCard for a replacement fee of $3. Please visit any VIA Customer Service Center for further assistance.
Using a Reduced Fare goCard ID
How do children fares and reduced fare discounts work with goCard?
Reduced fare goCard IDs are specially encoded so the system automatically gives you the discounted fare if appropriate. goCard also recognizes when your card is eligible for discounted passes offered. Once goCard is fully launched, children will be eligible to obtain their own goCard ID so discounted passes can be loaded onto their card.
Can I add my child’s/parent’s Reduced Fare goCard to my goCard account?
Each Reduced Fare goCard is automatically registered by VIA and therefore will have its own account. You can manage that account online using the same credit card that you use for any other goCards. The goCard Web Portal online allows you to manage multiple cards of all types. Please refer to the section titled goCard Web Portal & Account Management.
I have been using a regular full fare goCard but now am eligible for a reduced fare goCard. Can I transfer my cash balance from my regular goCard to my reduced fare goCard?
When you visit VIA Customer Service to obtain your reduced fare goCard ID your cash value funds will be transferred. Please note: Monthly passes and discount tickets cannot be transferred.
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