How do I know if my pass is active?
Active passes are displayed under “My Passes,” which immediately appears when the Token Transit app is opened.
Can I pay for more than one fare or pass and pay for those traveling with me?
Yes, you may purchase and store fares or passes. Once multiple fares or passes are purchased, you may activate as many at a time as you like. If you are traveling with others, and have activated multiples on a single device, simply show the first activated pass to the Operator, which will note how many passes are currently activated.
Can I request a refund?
No. Passes are not transferable or replaceable. All sales are final. However, if you experience technical issues, please contact Token Transit at firstname.lastname@example.org.
When will I be charged?
Token Transit only charges cards when a customer explicitly requests to pay for a pass. Card payments occasionally appear on credit card bills with the words “recurring" because Token Transit's card processor cannot store CVC codes, and so marks payments made with saved payment information as ‘recurring’ so that the card-issuing bank knows why charge requests are missing that information. If you have questions about charges marked "recurring," please contact Token Transit.
Is my card data secure?
All personal and credit card information is securely stored, using encrypted Payment Card Industry Data Security Standard (PCI DSS) compliant servers.
How do I get a receipt?
Token Transit sends payment receipts to email addresses registered to your user account. To set or change your email address, go to your account settings and add an address.
If you need a receipt sent for a past payment and did not have an email address registered, contact Token Transit.
What payment methods are accepted?
Token Transit accepts credit, debit, and prepaid debit cards as forms of payment. You can pay with cash by visiting MTD’s Illinois Terminal at 45 East University in Champaign during normal operating hours. MTD employees will credit your fare/pass to your Token Transit account when you make your cash payment.
Can I see my expired passes?
Yes, you can view a log of your past actions by going to your Account Settings and selecting “History.” There will be a new entry every time you use a pass.
What if my battery dies while my pass is active?
You are responsible for keeping your phone charged while using your pass. Refunds will not be issued if your phone’s battery dies while your pass is active.
I need help with the app! Who can help me?
Should you experience any technical issues with the app, please contact Token Transit at email@example.com. MTD’S Customer Service team can assist with other questions, and they may be reached at 217.384.8188 or firstname.lastname@example.org.
How do I access my account?
Your account is tied to the phone number that you first used to log into the Token Transit app. You will receive an SMS message to verify your phone number when you log in. If you lost access to your phone number and would like to access previously purchased passes, contact Token Transit.
How do I change my account phone number?
You cannot change your account phone number from within the Token Transit app. If you have changed your phone number and would like to access your previous purchases, you will need to change the phone number of your account by contacting Token Transit.
What happens if I lose my phone?
Your passes and payment information are linked to the account associated with your phone number. They are not linked to your physical phone. Logging in with your existing phone number on a new device will restore your previous pass and payment information.
If you had to switch phone numbers as a result of losing your phone and would like to use your previously purchased passes with a new phone number, contact Token Transit.
What is Fare Capping?
Fare Capping rewards riders with a free upgrade to a Monthly or Annual Pass after they pay the equivalent amount in other fares. This provides an equitable solution for riders who cannot afford to purchase a pass up-front or may not know how often they will ride.
For example, in a 30-day period if a rider spends $2 per day on single trips, after ten days, they will reach a cap of $20 and their account will be upgraded to a Monthly Pass for the remainder of that calendar month. When three Monthly Passes, or a $60 cap, have been purchased through Token Transit in a calendar year, the account will automatically be upgraded to an Annual Pass. Fare capping only applies to purchases made directly in the Token Transit app.