FAQs - Token Transit

How do I activate my ticket?

When you’re ready to ride, go to My Passes in the Token Transit app on your phone and tap your ticket to activate it.  Do not activate your ticket until you see your bus. Your pass is activated when you see the blue circle moving and the current time displayed.

How do I know if my ticket is active?

When you activate your ticket, it will open to show a blue circle that is moving. Additionally, active tickets will be displayed in the Pass Wallet, which appears when the Token Transit app is opened. Once activated, tickets in the Pass Wallet will clearly show the time left before the ticket expires.

Do I need an internet connection?

Token Transit can be used offline. The app requires a data internet connection when purchasing a pass.  It also requires internet connectivity when activating a stored pass.  Once activated, the app needs to fetch security information from Token Transit once per day. The applicable period (two hours or 31 days) for which the ticket is available begins once the pass is activated.

In summary, Token Transit requires an internet data connection to purchase and activate a pass, but not to board the vehicle and show the activated pass to an operator. 

Who do I contact if I have trouble with the app, my passes or payment?

If you have technical issues with the app, please review the troubleshooting steps, or reach out to Token Transit using the “Help” section within “Settings” in the app, email help@tokentransit.com or text (415) 918-6628. A CTtransit Customer Service Agent is also available at (203) 327-7433.  

Can I purchase tickets and store them for future rides?

Yes. You can purchase several tickets at a time and then activate them individually when you are ready to use them.

Can I have a receipt for my ticket purchase?

If you provide an email address in the Account page on the app, receipts will be sent to that email address. To access your account settings, tap the menu icon in the top corner of the app and open the Account page. 

How long can I use a 2-hour or 31-Day pass?

Once activated, tickets will display for 2 hours or 31-Days.  All passes include unlimited FREE local service transfers and transfers with other participating transit agencies in Connecticut. For more information on which transit agencies will accept these transfers, please visit: https://www.cttransit.com/fares/transfers.

Can I use my phone to buy tickets for several people who are boarding together?

Yes, you can pay for multiple passes with one smartphone using the shopping cart feature, but you have to activate the tickets individually. You would then board the bus as a group and show the operator the activated tickets. All individuals in the group must travel together.  If one or more members of the group is traveling to a different destination, those individuals will need their own pass on their own device.  Please see next question. 

Can I send a pass to someone else on the Token Transit app?

Yes, you can purchase and send a pass to someone else by visiting tokentransit.com/send.  You can instantly send the purchased pass to their mobile device using their email address to be redeemed immediately or used at a later date.

Is my credit card information secure?

All personal and credit card information is securely stored, using Token Transit's encrypted Payment Card Industry Data Security Standard (PCI DSS) compliant server.

Can I request a refund?

Tickets are not transferable or replaceable. All sales are final. However, if you experience technical issues with the app, please visit support to request help from a Token Transit representative.

What happens if my battery dies while my ticket is active?

You are responsible for keeping your phone charged while using your ticket. Refunds will not be issued if you are unable to use your ticket due to a dead phone battery.

What happens to my account if I lose my phone?

Your tickets 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 phone number on a new device will restore your previous ticket and payment information.

I got a new phone number.  How do I transfer my passes?

Please visit Token Transit and submit a support request to transfer your passes to a new phone number.