Frequently Asked Questions
Can I receive support/training for RTPass?
Contact the Transit Hotline for a copy of the RTPass User Manual or contact Ready Credit Sales Support to arrange a visit for on-site training.
What should I do if I have changed my bank account?
To avoid additional fees for insufficient funds, DO NOT PROCESS TRANSACTIONS THROUGH RTPASS UNTIL AFTER YOU HAVE CHANGED THE BANK ON FILE WITH READY CREDIT. Contact the Transit Hotline or Ready Credit Sales Support for instruction on how to change your bank account.
When can my customer use the value loaded to their eFare card?
When the transaction is complete, the value loaded to the eFare card is immediately available for use everywhere the transit card is accepted.
What happens if I add value to an eFare card and the customer does not have the funds?
You should never complete a Load Value transaction until after you have received funds from the customer.
What if a customer asks for a refund?
Value loads to an eFare card are not refundable. Customers that wish to request a refund should be instructed to retain their receipt and then contact the number on the back of their card for assistance.
What happens if I cannot complete a transaction or an error code appears that I do not understand?
Contact the Transit Hotline by phone for assistance.
How can I confirm if a transaction was successful?
When a transaction has been processed successfully a Transaction Complete message will display and provide options to send the receipt to the customer. You can also look for the transaction on the Sales Detail Report where the status will show as 'Success' or 'Failed'.
What should I do if I have loaded the wrong amount?
You will need to follow your company’s procedures. If the incorrect amount loaded was less than requested, you can perform another Load Value transaction for the difference, as long as it is $5 or more.
Can I resend a receipt to a customer after I have closed the Transaction Complete window?
Go to the Sales Detail Report and click on the INIT Trans ID link for the customer’s transaction. You can then click on the RECEIPT OPTIONS button at the bottom of the Transaction Detail window and enter in the customer’s mobile phone number or email address.