Transit Troubleshooting Guide

While Transit should always get you where you’re going with no issues, sometimes there can be a hiccup. Here are some common problems encountered, and ways to fix them to get you back to riding.

Here's what this article covers:

Not seeing your issue? Contact us here and we’ll help you troubleshoot.

Ticketing

I Purchased a Ticket and It’s Missing

Bought a ticket and you are unable to see it? Refreshing your account should fix it.

Here's how:

  1. Tap the gear icon at the top left of the main screen.
  2. Scroll down to find your agency or your ticketing operator under the "My memberships" section.
  3. Tap "Refresh account".

🎉 Your ticket should now appear again!

I’m Not Seeing the Ticket Bar / I Would Like to Hide the Ticket Bar

First, refer to this list to make sure your agency supports ticketing.

If you are unable to see the ticket bar for your area or your transit agency, there are a few things you can do to get it back:

  • Make sure your location is set near where your agency operates.
  • Ensure that you have your ticket bar enabled. Here's how:
    1. Tap the gear icon at the top left of the main screen.
    2. At the top of the screen, tap the middle slider icon.
    3. Scroll down to "My transit options" and tap on the circle next to "Show ticket bar" to enable it.

In the same way, if you’d like to disable the ticket bar, just uncheck the circle next to "Show ticket bar".

My Account Says I’m Signed in to Too Many Devices

If you are getting an error saying that you are signed in to too many devices 📱, don’t worry! This is just a security measure to protect your account.
This usually happens when you have either started using a different device or you have reset your device to factory settings (the system thinks you have a brand-new device).

When this happens, all you have to do is contact your local transit agency and request a "Device Change Credit". You can refer to this list to find your local agency’s contact information.

Royale

If you have purchased a Royale subscription from the App Store or the Google Play Store under your Transit account, make sure that you are still logged in to your Transit account. If you are using a new device, your subscription should follow your Transit account.

If the above did not work or if you have purchased Royale without a Transit account, you can restore your purchase.

Here's how:

  1. Make sure you are logged in to your App Store/Google Play Store account using the same ID as you used to purchase Royale.
  2. On the Royale announcement screen, scroll to the bottom of the screen and tap on "Restore purchase".

I Can’t Retrieve a Complimentary Subscription

You got a complimentary upgrade to Royale but you are no longer seeing it?

This happens when you change your device, create a Transit account after receiving Royale or if you reset your device to factory settings. The Transit support team can help you get your subscription back. Just send in your device ID and we’ll take it from there.

Here's how:

  1. Tap the gear icon at the top left of the main screen.
  2. At the top of the screen, tap the Transit icon.
  3. Long-press on the Transit logo. A spinner will appear and say your ID was copied in your clipboard.
  4. Tap on "Email us", paste the ID in the email and send it over to us.

Note: If you have created a Transit account, make sure to be logged in to your account before sending your device ID since it will be different depending on whether you are logged in or not.

Transit Account

My Go Points And/Or Saved Locations Have Disappeared

Missing saved locations and GO points?

If you have a Transit account, you will easily be able to retrieve your settings and preferences on any device: all of your GO points, favorite locations, transit modes, etc. Make sure that you are logged in to your Transit account.

Here's how:

  1. Tap the gear icon at the top left of the main screen.
  2. If you're connected, it will say so at the bottom of the screen. If you're not connected, tap the banner that says "Save stats & favorites". Clicking on this will bring you to the log-in screen.

Still not seeing your data? Contact us here and we’ll have a closer look for you.

I’m Having Trouble Resetting My Password

Note: All the steps to reset your Transit account password must be performed on the device you have Transit installed on.

Are you having issues resetting your password? Make sure to follow the steps presented in this article.

Most importantly:

  • Ensure that you are opening the reset password email on the same device that you have Transit installed on, within 30 minutes of receiving the email. This will not work from a desktop or laptop computer.
  • If you are having trouble opening the reset password link from the email, open the link using the default browser on your device instead (Safari for iOS, Chrome for Android).
  • If neither of these is working, let us know which step you are getting stuck at. Screenshots are very helpful!

Other

I’m Not Seeing Any Transit Lines

Wondering why you are not seeing transit options around you?

Make sure that you are located in an area that Transit supports. If you know you are, here are a few troubleshooting steps you can try to retrieve the closest routes available around you:

  • Check that the app is showing your current location. Press the arrowhead icon at the left of the purple search bar.
  • Looking for lines further down the road? You can navigate to areas beyond your location that Transit serves by manually moving the purple dot on the map, or searching for a city in the search bar.
  • If only routes operated by a specific transit agency are not showing up, make sure they’re enabled in your settings. Here's how:
    1. Tap the gear icon at the top left of the main screen.
    2. At the top of the screen, tap the middle slider icon.
    3. Scroll down to the "My transit modes" section to see the services in your area. Tap services with arrows (like "Bus") to expand them and make sure that there is a green checkmark next to the services you're interested in using.

I Am Not Able to See the Opposite Direction of a Route

Swipe left/right on the route in the app to see the opposite direction. The app will learn your preferences over time and the direction you usually take will be shown by default.

Where Did the Nearby Widget Go (on iOS)?

Unfortunately, Apple has removed support for the backend upon which the old Nearby Widget was built. After numerous bugs began to appear that we could not resolve, we decided to remove the old Nearby Widget altogether. If you have more questions, don’t hesitate to reach out to us.

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