Snapper: FAQ

Snapper: FAQ

Frequently Asked Questions

Getting a Snapper.

Using A Snapper.

Snapper for Children.

Where to Snapper.

Protecting a Snapper.

Snapper Support.

Technical Support.




Getting a Snapper.

Where can I get a Snapper?

Snappers can be bought from any Snapper Retailer, here online, or by calling the Snapper team on 0800 555 345. Look for the Snapper It sign in the retailer's window, or check our most recent retailer list.

How much does a Snapper cost?

A range of Snappers are available, starting from $10 for a basic Snapper card. Some forms of Snapper are needed for children in order for them to get the discounted child fares they're entitled to on the bus, others are just different ways to Snapper.

You'll need to load money onto your new Snapper, before you can spend with it, or pay for your bus fare. Using Snapper entitles you to a 20% discount versus the cash price of a single fare on all GO Wellington, Valley Flyer, Airport Flyer and Runcimans buses*.
*Some exceptions apply - visit the bus operators' websites for more information.



Using A Snapper.

How do I pay for my bus fare using Snapper?

Make sure you have money stored on your Snapper (go to How to top up a Snapper for more information) and then hop on any GO Wellington, Valley Flyer, Airport Flyer or Runcimans bus.

As you get on the bus, tag on by holding your Snapper to the Snapper Reader by the door. Place your card on the Snapper symbol on the Snapper Reader and hold it there until you see the green circle.

As you get off the bus tag off in just the same way. You can tag off at the front or the back of the bus.

Why do I need to tag off?

The Snapper system uses GPS (Global Positioning System) information to record which stop you get on the bus and where you get off. This information is used to calculate the correct discounted fare for the journey. If you don't tag off the system assumes that you travelled to the end of the line.

The tag off penalty for both GO Wellington and Valley Flyer is the full cash fare. So if you don't tag off your fare is calculated to the end of the line, and you do not receive the 20% discount.

How do I use Snapper to pay for things in a shop?

Just ask to pay by Snapper and when prompted, touch your Snapper to the reader. Snapper is really quick, so if you want to check how much you're paying and what your balance is, just keep an eye on the information displayed on the reader.

How do I check a Snapper balance when I'm out and about?

You can check your balance at any Snapper retailer, by calling 0800 555 345, by calling in to Snapper HQ or at any time anywhere using a computer. Also, when your balance drops below $12.00, you will hear a card value low message as you tag on to the bus and the balance will be displayed in green on the bus reader.

How do I check a Snapper balance if I'm at home or at work?

To check your balance on a computer you must register your Snapper first. This also protects the balance on your card, making it safer than cash. If your Snapper is lost or stolen, call 0800 555 345 and ask for it to be Hot-listed. We'll put a block on the card so that no-one else can use it. If after three working days you've still not found your card, then call us again and we'll arrange to transfer your balance to a new Snapper.

How do I register a Snapper?

Go to Register Snapper from the home page and follow the instructions. Registration happens immediately and you can then log in any time to check your balance and transaction history.

How do I top up a Snapper when I'm out and about?

You can top up your Snapper at an approved Snapper Retailer or if you're in Wellington town centre, pop in to Snapper HQ at 33 Cuba Street.

Tell the Snapper Retailer how much you want to top up your Snapper with and then pay using cash or EFTPOS (some retailers may accept credit card payment also).

When the retailer prompts you, place your Snapper on the Snapper Reader and your new Snapper balance will be displayed on the Snapper Reader.

How do I top up a Snapper if I'm at home or at work?

Some people can also top up online using a Snapper USB or a Snapper Feeder. We are currently working on a solution that will allow anyone with a Snapper USB or Feeder to top up online, but currently you will need the following set up:

  • USB: Windows XP/2000 IE7 or Mac OSX 10.5.4 or higher with Firefox 3
  • Feeder: Windows XP/2000 IE7

If you have a Snapper USB or Snapper Feeder, Go to Set Up A Feeder and follow the instructions. Once you're set up, just go to Top up A Snapper each time you want to top up your Snapper USB or use your Snapper Feeder to top up your Snapper card.

What is a Snapper USB?

The Snapper USB allows you to top up directly from your credit card and still does everything that a regular Red Snapper does. You can still top up your Snapper USB at an approved Snapper Retailer, just like a regular Red Snapper. A Snapper USB can be age-enabled so that if you're at school you'll automatically get a child discount on the bus. Attach your Snapper USB to your key ring, mobile phone, handbag, or wallet for easy access any time.

To top up your Snapper yourself using your credit card, you will need to have a Windows PC running Windows 2000 or Windows XP and Internet Explorer. Mac users can also use a Snapper USB. You must be running Mac OS X 10.5.4 or higher and Firefox 3.0 or higher.

Snapper USBs cost $40 and are available to buy online here.

What is a Snapper Feeder?

The Snapper Feeder lets you top up your Snapper at home or at work in your own time. It's ideal for households with multiple cards or when you can't get to a Snapper retailer. If you have a Windows PC running Windows 2000 or Windows XP and Internet Explorer, then the Snapper Feeder will let you add value to all of your Snapper cards using your credit card. Snapper Feeders cost $25.00 and are available to buy online here.

What does it cost to top up a Snapper?

Topping up your Snapper online using a Snapper Feeder or Snapper USB and your credit card is free.

Topping up a Snapper in a Snapper Retailer costs 25 cents.



Snapper for Children.

What is the Green Snapper for?

The Green Snapper is for all children under the age of 11. When used on all GO Wellington, Airport Flyer, Valley Flyer and Runcimans buses, the Green Snapper automatically applies a child fare, plus the 20% discount for using Snapper.

Can children use a Red Snapper?

Yes, from the age of eleven, all children should use a Red Snapper. The raw Red Snapper comes pre-programmed to charge an adult fare. However, we're able to load the user's date of birth onto the card, which in the case of 11 to 17 year olds who are in full-time education entitles them to the same child fare concession as a Green Snapper.

Can children use school ID to Snapper their bus fares?

Many schools have chosen to have their student ID card issued with Snapper built in. The following schools have Snapper Student ID cards:

  • Queen Margaret College
  • Rongotai College
  • Samuel Marsden Collegiate
  • Scots College
  • Wellington College
  • Wellington East College
  • Wellington Girls College
  • Wellington High School

For each of these, the School ID card can be used just like any other Snapper and is already age-enabled as part of the School ID process. This means that anyone who is entitled to carry a Snapper-enabled School ID automatically gets the child concession fare, plus the 20% discount when used on all GO Wellington, Airport Flyer, Valley Flyer and Runcimans buses.

What does age-enabling mean?

The process of loading a date of birth onto a Red Snapper is referred to as age-enabling or electronic personalisation. Once a Red Snapper has had a date of birth loaded onto it, it becomes that cardholder's personal Snapper and shouldn't be used by anyone else. And while the holder is in full-time education, they will be charged a child fare on their personalised Red Snapper until they turn eighteen.

Where can I get a Red Snapper age-enabled?

Red Snappers can now be age-enabled for secondary school students at the following Snapper Service Centres:

  • Upper Hutt iSite: Ground Floor, 84-90 Main Street, CBD Towers
  • Hutt City iSite: 25 Laings Road, The Pavillion, Lower Hutt
  • Valley Flyer Waterloo: Waterloo Interchange, Waterloo
  • Snapper Services Ltd: Level 3, 33 Cuba Street, Wellington
  • Kilbirnie Bus Depot, 45 Onepu Road

Do children need to tag off too?

Yes, tagging off is important for every Snapper customer. The Snapper system works the same for all Snappers; Red Snappers, Green Snappers, Snapper USBs and any other new devices that we may issue.

Snapper uses GPS (Global Positioning System) information to record which stop you get on the bus and where you get off. This information is used to calculate the correct discounted fare for the journey. If you don't tag off, the system assumes that you travelled to the end of the line.

The tag off penalty for both GO Wellington and Valley Flyer is the full cash fare. So if you don't tag off your fare is calculated to the end of the line, and you do not receive the 20% discount.

How do I stop my children from using their Snapper at the dairy?

Snapper is a great replacement for small change and is great for paying bus fares and for making small value purchases. Some parents however do not want their children to be able to use their Snapper at shops and would like it to be restricted to public transport only.

Managing a Snapper is just like managing cash and it's a great way to teach children how to budget their weekly allowance. You should register a child's Snapper as a safeguard if it gets lost. A registered Snapper also gives you online access to a Snapper's transaction history.

However, for parents who don't want their children to be able to use Snapper for anything other than public transport we will shortly have a transport-only Snapper available. Keep an eye on this website for further announcements.



Where to Snapper.

Where can I pay using Snapper?

You can use Snapper to pay your bus fare on any GO Wellington, Valley Flyer, Airport Flyer or Runcimans bus in Wellington. In Whangarei, Snapper can be used on Adams Coachlines.

You can also use your Snapper to pay for everyday items such as coffee, newspapers, groceries and even dry-cleaning, just look out for the Snapper sign. Click here for a full list of Snapper Retailers.



Protecting a Snapper.

How safe is Snapper?

To keep the money on your Snapper safe, make sure you register it. This protects the balance on your card, making it safer than cash. If your Snapper is lost or stolen, call 0800 555 345 and ask for it to be Hot-listed. We'll put a block on the card so that no one else can use it. If after three working days you've still not found your card, then let us know and we'll arrange to transfer your balance to a new Snapper.

How is my privacy protected?

It is your choice whether you register your Snapper or not. You can buy your Snapper from a Snapper retailer and top it up at a Snapper retailer without handing over any personal information of any kind. However, an unregistered card is not protected if you lose it, and you will not be able to top up online or view your transaction history.

If you do choose to register your Snapper, then your information is kept secure and only used to allow you to top up, view your transactions and in case your card becomes lost or stolen.

How secure is a Snapper?

Snapper Smartcard Devices are the latest generation of chipped devices that provide the highest levels of security and capability. The Snapper card has been certified and integrated into the New Zealand payments infrastructure through the EFTPOS network - a clear demonstration that this card is highly secure.

Additionally, the radio signal that the Snapper Smartcard uses is also encrypted providing an added layer of security.

Can a Snapper be hacked?

Snapper is a new generation smart card, and unlike earlier versions it is based on the Infineon, Smart MX from NXP chip set and is very secure. Snapper uses a cryptographic system called Triple DES, which uses a 168 bit key (the bigger the number the better) to encode the data. The triple DES security is standard in financial cards and has been approved in New Zealand as a secure mechanism for connection through to the EFTPOS network.

What do I do if my Snapper is lost or stolen?

If your Snapper is lost or stolen and you have registered it, then just call 0800 555 345 and ask for it to be Hot-listed. We'll put a block on the card so that no one else can use it. If after three working days you've still not found your card, then call us again and we'll arrange to transfer your balance to a new Snapper.

If you're not registered already, click here and follow the instructions.

What is Hot-listing?

Hot-listing is Snapper's way of protecting your card if it is lost or stolen.  You need to register your card first.

As soon as you notice that your card has been lost or stolen, call Snapper on 0800 555 345 and let us know immediately.  We can then place a block on the card, known as Hot-listing.  By Hot-listing a card it can not be used by anyone else to pay for bus fares or to buy things in retail stores, therefore protecting any unused funds you may have on your card.  If after 3 days you have not recovered your card we will arrange to transfer any unused funds from your old card onto a new card.

What's the best way to take care of a Snapper?

A Snapper is a small, mobile, self-powered computer. When you touch your Snapper to the terminal, it actually receives power from the terminal, exchanges information via hundreds of processes in less than half a second, and then powers down again.

So your Snapper does need to be looked after. Avoid keeping it in a back pocket, where it could get bent or break. Avoid washing it and definitely don't punch holes in it.

A Snapper cardholder is available to protect your Snapper from wear and tear.

Can I punch a hole in my Snapper?

Snapper cards are built differently to cards with magnetic strips (the black stripe seen on the back of most EFTPOS and credit cards). A Snapper card contains a small smartchip, which can be seen if you look very carefully, but also an antenna/power loop, which is invisible. For this reason you should not punch holes in your Snapper. If you do punch a hole through the card, there's a very good chance that you'll break the antenna. The result will be that your Snapper will no longer work as the reader will not be able to detect the card or provide power to the chip.

What happens if I break my Snapper?

If you do find that your Snapper has been damaged or is faulty, then give the Snapper Customer Services team a call on 0800 555 345 and they'll help you get a replacement.



Snapper Support.

How do I contact Snapper?

For all Snapper queries, call our Customer Services team on 8088 555 345. If you're in Wellington town centre, you can call in to our offices Monday to Friday from 9:00am to 5:00pm. We are located at 33 Cuba Street.

You can also email us, send us a tweet on Twitter to @TeamSnapper or leave a comment on one of our blogs.

How can I see my previous Snapper transactions?

If you have registered your Snapper, you can simply log in to your account and view all of your Snapper transactions. If you're not registered already, click here and follow the instructions. Registering your Snapper gives you the added protection of Hot-listing if your card is lost or stolen. See What do I do if my Snapper is lost or stolen? for more information.

I think I've been overcharged on my Snapper - what should I do?

For any queries regarding payments made with your Snapper and suspected over-charging, please give our Customer Services team a call on 0800 555 345. If you have registered your Snapper you can check your transactions yourself online (see above).



Technical Support.

Can I top up a Snapper USB or a Snapper Card using a Feeder with Windows Vista?

Windows Vista for Snapper Feeders and Snapper USBs is not currently supported. We are working on support for Windows Vista and expect to provide this in early 2010.

 

Can I see my online transaction history using a computer with a 64 bit Windows operating system?

64-bit Windows operating systems are not compatible with Snapper. If your operating system is incompatible with Snapper you can obtain a Snapper balance or find out about your transaction history by calling 0800 555 345.

   

Can I use a Snapper USB on my Mac that runs OSX 10.4.11 (Tiger)?

OSX 10.4.11 (Tiger) for Snapper USBs is not currently supported. We are working on support for OSX 10.4.11 (Tiger) and Snapper USBs and expect to provide this in early 2010. You can currently use a Snapper USB on Apple OSX 10.5.8 (Leopard) or higher.

 

Can I use my Snapper Feeder on my Apple Mac OS X computer?

OS X for Snapper Feeders is not currently supported. We are working on support for OSX and Snapper Feeders and expect to provide this in early 2010.

What does a pending reload message mean when using a Snapper Feeder to top up?

Pending reload means the last internet top up did not fully complete, the transaction was not processed, and no charges were applied. To complete the top up click on Top up a Snapper and you'll be asked to complete the transaction.  You will only be charged once for this transaction.

 

What browsers can I use to top up my Snapper USB on my Apple Max OS X computer?

Snapper supports Safari version 4.0.3 (and higher) as well as Firefox 3.5.2 (and higher) for Apple OS X Leopard.  OSX 10.4.11 (Tiger) or lower is not supported.

Why does my Snapper USB or Snapper Feeder work on my computer at home, but not on my computer at work?

You may have an incompatible computer or incompatible operating system on your work computer.  Check here for more info on compatible computer set ups How do I top up a Snapper if I'm at home or at work?

Or, your work may have a security policy that does not allow the use of Snapper. Snapper's website uses an ActiveX control.  Some businesses disallow all ActiveX controls over the internet, therefore blocking the ability to use a Snapper on a work computer.  In this case, you should check your company's IT policy and contact your network administrator or IT Help Desk to permit Snapper access on your work computer.

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