goMobile Frequently Asked Questions

  • FAQ

    Which phones and operating systems are supported?
    iPhones running an operating system of 7.x and above, and Android phones running an operating system of 4.x and above.

    How long will an unactivated ticket stay stored in my account?
    An unactivated ticket will be stored in your account for up to 12 months. After the 12 months have elapsed, the ticket will no longer be usable or refundable.

    Can I use multiple tickets at the same time on my device for family and friends?
    Yes, just go to the “Multiple Riders” toggle at the top of the screen in the “My Tickets” tab, and select the number and type of tickets needed for the group traveling with you.

    When using multiple tickets, the ticket that you display to the driver or inspector will show which types of tickets and the number of tickets used for the group.

    If I uninstall the app on my phone, will I lose my tickets?
    You will not lose your tickets, but tickets will not be accessible without the app. If you reinstall the app onto the same phone, your tickets will still be associated with your account and available to you.

    What should I do if I get a new phone?
    You should recall your tickets before resetting your phone, uninstalling the app or getting a new device. Log into your account on VIA.transitsherpa.com, navigate to “My Account” and then to “My Tickets” and click the “Recall my Tickets” button. Follow the instructions to recall your tickets. NOTE: you cannot recall active single trip or day pass tickets. Use caution when recalling tickets, as you may only retrieve active 31 Day and 7 Day passes twice per pass.

    How many times can I transfer my tickets to another device?
    All stored fare (unused tickets) can be transferred and retrieved an unlimited amount of times. To protect your passes, active 31 Day and 7 Day passes can be transferred and retrieved twice per pass. All other active fares cannot be transferred and retrieved. If you have any questions or need assistance, please contact us at 210-362-2020.

    What should I do if I lost my phone?
    When you sign into your new app, you will be taken to the My Tickets screen if you have tickets that are retrievable. Make sure you have connectivity and tap the “Retrieve My Tickets” button. You can also complete this process at any time from the “My Account” section of the app. NOTE: you cannot retrieve active single trip or day pass tickets. Use caution when retrieving tickets, as you may only retrieve active 31 Day and 7 Day passes twice per pass.

    If I uninstall the app on my phone, will I lose my tickets?
    You will not lose your tickets, but tickets will not be accessible without the app. If you reinstall the app onto the same phone, your tickets will still be associated with your account and available to you.

    NOTE: If you install the app on a different phone and log into your account, stored (unused) tickets and any active 31 day and 7 day passes will be transferred to that phone when you go into “My Account” and select “Retrieve Lost Tickets”. All other active fares will not be transferred. Use caution when retrieving tickets, as you may only retrieve active 31 Day and 7 Day passes twice per pass.

  • Account Management

    Will I have to create an account to purchase a ticket?
    Yes, you need to download the VIA goMobile app and then create an account in order to make a purchase. You can also make a purchase, manage your account, and view your purchase history by logging into VIA.transitsherpa.com using your email and password.

    How do I set up my account?
    There are three ways to create a VIA goMobile account, and you will need to provide your name, email address and device phone number.

    1. After you first launch the app, you’ll see a prompt to create an account.
    2. Or, when you make a purchase you will be prompted to create an account.
    3. Or, you can go to VIA.transitsherpa.com, click “Register” and set up your account online.

    What is the difference between creating an account and signing in?
    “Create an account” if you don’t have one or want to create a new one. “Sign in” if you want to use an existing account.

    How do I reset my password?
    Click on “My Account” in the navigation drawer and you will find a prompt to change your password.

    Do I have to use my real name when I create my account?
    You can enter any name or nickname into the name field when creating your account. However, when you associate a credit card with your account, you will be prompted to enter your real name. This information must match the information associated with the credit card, for verification purposes.

    Can I use the same phone/phone number for multiple goMobile accounts?
    No, the mobile phone number associated with a goMobile app account is a unique identifier, and can only be used with one goMobile app account.

    How do I change the name or address associated with my account?
    Visit VIA.transitsherpa.com, enter your username and password, select “My Account”, and select “Edit”. You will be able to edit all of the personal information associated with your account. Don’t forget to select “Save Changes” when you are done! If you need assistance, please contact us at (210) 362-2020 or http://www.viainfo.net/contact.

    Which phones and operating systems are supported?
    iPhones running an operating system of 7.x and above, and Android phones running an operating system of 4.x and above.

  • Purchasing Tickets

    I am eligible for reduced fares; can I get reduced fares through the app?
    A VIA Reduced Fare ID (or ID that is accepted by VIA for your eligibility category) is required and must be presented when boarding in order to use reduced fares or use discounted passes. Children and active-duty U.S. military in uniform are not required to show ID. Visit www.viainfo.net for more info.

    Do I need a credit card to purchase tickets?
    Yes, you will need a valid MasterCard or Visa to purchase tickets using the mobile app or the VIA.transitsherpa.com website.

    How do I add a debit/credit card to my account?
    Adding a debit/credit card can be done by navigating to My Account (in the app or on VIA.transitsherpa.com) and adding a payment method. Only MasterCard or Visa are accepted.

    Can I store more than one card?
    Yes. You can add another card while making a purchase and selecting the “Add New Card” button when prompted for payment options. Your account can store up to three payment methods.

    Where is my personal information and credit card information stored?
    All personal and credit card information are stored on a securely encrypted Payment Card Industry Data Security Standard (PCI DSS) compliant server that is hosted by Chase Paymentech.

    How quickly is the payment processed?
    Once the payment is authorized, the purchase is processed immediately.

    Why is a $2.50 minimum purchase required?
    A minimum $2.50 purchase is required to minimize bankcard processing fees. Tickets are stored under the “My Tickets” tab, so you can use them any time at your convenience.

    What if my credit/debit card declines?
    First, confirm you have the correct debit/credit card details registered, such as billing address and security code on the back. If these are correct, and the card still declines, you will need to contact your bank for further assistance.

    What if I purchased the wrong ticket? Can I get a refund?
    An entire order may be refunded within 30 days of purchase only if no tickets have been activated. To view your order history, please visit VIA.transitsherpa.com. For qualifying refunds, please contact VIA’s Customer Relations at 210-362-2020 option 9.

    How long will an unactivated ticket stay stored in my account?
    An unactivated ticket will be stored in your account for up to 12 months. After the 12 months have elapsed, the ticket will no longer be usable or refundable.

    If I purchase tickets from the VIA.transitsherpa.com website, can I use them on my phone?
    Yes, when you purchase tickets from the VIA.transitsherpa.com website, the tickets will be downloaded to your phone automatically (Note: phone must have internet connection).

    I purchased tickets online at VIA.transitsherpa.com, but I do not see the tickets on my phone.
    Upon completing a website purchase, if you do not immediately see the tickets in the My Tickets screen, refresh the screen, and your tickets will appear. If the tickets do not appear under “My Tickets”, you can check your “Order History” on VIA.transitsherpa.com, to confirm that the ticket purchase was processed.

    I did not receive a confirmation email when I purchased tickets, did my order go through?
    Check your junk/spam email folder, the confirmation email may have ended up there. You should be able to see your purchase under “My Tickets” in the goMobile App (make sure you pull down to refresh!) or online at VIA.transitsherpa.com. If the tickets do not appear under “My Tickets”, you can check your “Order History” on VIA.transitsherpa.com, to confirm that the ticket purchase was processed.

  • Transferring Tickets

    What should I do if I get a new phone?
    You should recall your tickets before resetting your phone, uninstalling the app or getting a new device. Log into your account on VIA.transitsherpa.com, navigate to “My Account” and then to “My Tickets” and click the “Recall my Tickets” button. Follow the instructions to recall your tickets. NOTE: you cannot recall active single trip or day pass tickets. Use caution when recalling tickets, as you may only retrieve active 31 Day and 7 Day passes twice per pass.

    How many times can I transfer my tickets to another device?
    All stored fare (unused tickets) can be transferred and retrieved an unlimited amount of times. To protect your passes, active 31 Day and 7 Day passes can be transferred and retrieved twice per pass. All other active fares cannot be transferred and retrieved. If you have any questions or need assistance, please contact us at 210-362-2020.

    What should I do if I lost my phone?
    When you sign into your new app, you will be taken to the My Tickets screen if you have tickets that are retrievable. Make sure you have connectivity and tap the “Retrieve My Tickets” button. You can also complete this process at any time from the “My Account” section of the app. NOTE: you cannot retrieve active single trip or day pass tickets. Use caution when retrieving tickets, as you may only retrieve active 31 Day and 7 Day passes twice per pass.

    If I uninstall the app on my phone, will I lose my tickets?
    You will not lose your tickets, but tickets will not be accessible without the app. If you reinstall the app onto the same phone, your tickets will still be associated with your account and available to you. NOTE: If you install the app on a different phone and log into your account, stored (unused) tickets and any active 31 day and 7 day passes will be transferred to that phone when you go into “My Account” and select “Retrieve Lost Tickets”. All other active fares will not be transferred. Use caution when retrieving tickets, as you may only retrieve active 31 Day and 7 Day passes twice per pass.

  • Using Tickets

    How do I use a ticket?

    1. Open the goMobile app on your phone, and select “My Tickets” from the menu on the left of the screen. If you do not see our ticket(s), swipe down to refresh the screen.
    2. Select any of the tickets listed under “Stored Tickets.” A window will pop up that asks, “Would you like to use this ticket?” Select “Use Ticket.”
    3. The ticket will then activate, and you will see an animation of the San Antonio skyline. The expiration date will display at the top of the ticket. Tapping on the left-facing arrow at the top left of your active ticket will return you to the “My Tickets” screen. Your active ticket will be shown at the top of the list, under “Tickets in Use.”
    4. Activate (“use”) your purchased mobile ticket when you see your bus arriving.

    When should I activate my tickets?
    You should activate your ticket by tapping “Use” as you see your ride approaching. Remember, your ticket must be activated before boarding.

    What is the “interactive” ticket feature and how do I use it?
    When you activate your ticket and it appears on screen, it will have a moving background. If you tap once on the active ticket, the background colors will change. Tapping again returns the ticket to its original state. VIA personnel are instructed not to touch a customer’s device, so they may ask you to tap your ticket to verify authenticity.

    Do I need a wireless connection to purchase tickets or use a ticket?
    Yes, you will need a network or wireless connection to purchase tickets. However, once you have purchased tickets, you do not need a network or wireless connection to use a ticket because they are stored on your phone.

    What if I accidentally activated my ticket?
    An activated ticket is non-refundable.

    Can multiple fares be purchased at one time?
    Yes, you can purchase multiple tickets up to a maximum of $200 per transaction.

    Can I use multiple tickets at the same time on my device for family and friends?
    Yes, just go to the “Multiple Riders” toggle at the top of the screen in the “My Tickets” tab, and select the number and type of tickets needed for the group traveling with you. When using multiple tickets, the ticket that you display to the driver or inspector will show which types of tickets and the number of tickets used for the group.

    What is a 2.5 hour pass?
    The 2.5 hour pass is a one-way ticket plus a transfer ticket that can be used on Regular Service. This pass cannot be used on Express service. The pass is valid for unlimited rides on Regular Service (includes Primo and VIVA routes) for 2.5 hours from the time of activation.

    If the ticket takes a long time to display, what should I do?
    Please ensure your phone meets the requirements (see above). Some older phones do not work as fast as newer phones. If you have an older phone that works a little slower, please be sure to give yourself plenty of time to activate the ticket before the vehicle arrives. You should also check to make sure you don’t have too many applications open on your phone at one time, which would also impact responsiveness of the app. You can activate your ticket while offline, so connectivity does not affect this process. For help on speeding up your phone, contact your provider.

    Can I see how much time is left on the active ticket before it expires?
    Yes, the expiration date and time is displayed on the top of the ticket. If your ticket expires and turns “gray” you may complete your trip, but you may not use the expired ticket to board another ride.

    What if the ticket expires before I can use it?
    In the event that this should occur you would be required to purchase another ticket for your travel.

    Why am I getting a message to check my network connection when trying to use my pass?
    VIA goMobile does not require a wifi or cellular connection to use a pass.  However, if you haven’t had connectivity to the internet in 24 hours, then a network message may show up.  To avoid this message, please be sure to connect to the internet within 24 hours before attempting to use a goMobile pass.

  • General Information

    Will VIA personnel need to handle my device?
    No. VIA personnel are instructed not to touch a customer’s device. If an operator or other VIA personnel requests that you activate the QR-code on your ticket, tap on the small square QR-code icon at the bottom right-hand corner of your active ticket. To dismiss the QR-code, tap again at the bottom, right-hand corner of your active ticket. The QR-code embedded within the ticket may be used to verify valid transit fare.

    What if my device battery dies?
    You are responsible for showing proof of valid fare to conductors or other authorized personnel. Only a visible, active ticket will be considered a valid form of fare payment.

    What if the app is unresponsive?
    Try logging out of the app and logging back in, and then try powering your phone off and then back on. If the app is still unresponsive, uninstall and then reinstall.