How can we help?

Do I have a first-generation Snapper card? Problems topping up Collecting a token How do I transfer my balance to another card? Collecting a refund Reporting an overcharged journey Getting a receipt Minimum top-up amounts Snapper prices What is a penalty/default fare? How IOUs work Pay for multiple people with a card (bus only) What happens if I forget to tag off?
Registering your Snapper card Blocking a Snapper card Damaged/Broken Snapper Lost or stolen Snapper cards
What do I do if a bus breaks down? What happens when I transfer between buses? What do the bus sounds and messages mean?
Why has the Metlink Transport Officer said my card wasn’t tagged on? What is a free exit? Will my concession work on the train? What is the default/penalty fare on rail? Are rail passes available on Snapper? Will all Snapper cards work on rail? Can I use my Snapper on train replacement buses? Why can’t I tag on/off onboard the train? What if I don’t have time to tag on at the reader? Can I tag on more than one person using Snapper on rail? Will there be free transfers between rail and bus? How will you monitor fare payment?
How do I pay for the Airport Express? Do concessions apply on the Airport Express? Do transfers apply on the Airport Express? Can travel passes be used to pay for the Airport Express? Who do I ask for help with an Airport Express transaction? How much does it cost to catch the Airport Express using Snapper?
How many travel passes can I have? Why is my card declining when I have a valid travel pass? Will I still receive default/penalty fares with a travel pass? Can I transfer a travel pass to another card? Can I tag on two people with my travel pass? Can I have more than one active pass at once? How does my travel pass activate/expire?
Lost or stolen Te Hunga Whaikaha Total Mobility cards Te Hunga Whaikaha Total Mobility bus concessions Te Hunga Whaikaha Total Mobility card transport options
What isn’t my iOS app top up showing on my card? Are my credit card details secure? Why isn’t my card scanning with the iOS app? How do I update/remove a credit card in the iOS app? How do I download the iOS app to my iPhone? How do I top up with the iOS app?
The app has problems detecting my card Snapper card not showing in the app Using multiple Snapper cards
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