Presto could not be selected because they did not respond to a Request for Proposals, which is a Regional requirement. Also, Presto could not provide many of the functionalities that the Region deemed essential for our system, including the ability to accept payment on MobilityPLUS vehicles, the ability to integrate a U-Pass program, and the ability to issue machine readable paper tickets from fare vending machines. Having our own system allows us to ensure our fare products meet our unique customer needs.
Troubleshooting and FAQs
EasyGO FAQs
Why does it take up to 24-48 hours for my online load to appear on my card?
When you load your card online, the transaction is added to the EasyGO database. GRT buses aren’t connected to the EasyGO network while they’re on the road. When buses return to the garage, they connect to the network and download all of the transactions that were processed since the last time they were in the garage.
Some buses return to the garage in the middle of the day, and your online load would be available on those buses within a couple of hours. However, on busy routes, buses only return to the garage overnight. So if you load your card online at 6 a.m., your load may not be ready on all buses until the following morning. And if there is an error downloading the data to the farebox, it could take another day for the farebox to be updated.
Here's an example $10 load:
If you see your online load in pending transactions, you need to tap your card on a fare device to apply the load to your card.
If you want to be sure of having funds available on your card right away, you can load in person at a fare vending machine or visit customer service. Or you can set up an autoload so that funds are automatically added to your card when the balance drops below $10.
Can I punch a hole in my EasyGO fare card?
You should not put a hole in your EasyGO fare card. Doing so will damage the card and it will not work.
I have a U-Pass, monthly pass or semester pass. Do I still have to tap before I board?
Customers with passes should tap their cards before boarding ION trains or GRT buses. We use boarding data to collect ridership numbers and plan future transit service improvements.
Troubleshooting the My EasyGO website
I loaded my card online, but it's not showing up on my card
When you load your card online, you'll see the purchase listed under Pending transactions. Tap the card on a farebox, platform card reader or fare vending machine to apply the load to your card. Tapping the card completes the purchase and applies the product to your card.
When you tap your card and your pass or stored value is applied to your card, the screen will show "Card updated" and you'll hear a special tone on the farebox.
I get a transaction error when trying to pay with credit card
Double check to confirm that all of your information was entered correctly. The postal code on your credit card must match the postal code you provided with your address.
If that doesn't solve the payment issue, fill out the GRT customer feedback form.
My autoload or autorenew didn't go through
If the system isn't able to charge your credit card, your pass or stored value will not be loaded. Check the make sure your credit card information is up to date, and that the postal code on your account matches the postal code on your credit card.
If your credit card information is up to date, report the issue using the GRT customer feedback form.
If your autoload or autorenew can't be completed, it will go dormant and will need to be restarted.
When you replace a blocked or expired card, any autoload or autorenew does not automatically transfer to a new card. If you have an autoload or autorenew on your account, remember to cancel it before blocking your card, and then add it to your new card.
I tried to register my card and it said "This card has not been issued"
It can take up to 48 hours before you can register your card after you pick it up. If you've just picked up your card and see this error message, try again after 48 hours has passed. If you see the same error message, report the issue using the GRT customer feedback form.
If your child's card is registered to your child's name, you'll need to provide a separate email address to set up your child's online account.
If you have a reduced-fare card, or if you asked customer service staff to register your card for you when you picked it up, your card is already registered to that account.
If you provided an email address when you registered your card, customer service staff provided you with a business card with your login information and temporary password. If you do not have the card, request an EasyGO Password Reset by using the GRT customer feedback form.
If you registered your card but did not provide an email address, you'll need to ask customer service staff to enable the online account for you and provide an email address.
Troubleshooting the EasyGO fare card
| Farebox error message | Card issue |
|---|---|
| Misread Media Try Again | Try tapping your card again, holding it level and square against the card reader. |
| Smartcard Not Valid | Try tapping your card again, holding it level and square against the card reader. If your card still doesn't work after several attempts, contact customer service. |
| Transaction Not OK | You may see this message if your card is moved away from the card reader too quickly. Try tapping again, and wait for the farebox to ding and the transaction to complete. |
| Not Enough Money | You don't have a valid transfer, pass or enough stored value on your card. The operator will ask you to pay a fare. |
| Pass Already Used | This message shows when a card is tapped twice on the same farebox within five minutes. You may see this message if you leave your card on the card reader too long after the transaction finishes. |