GO VIA FAQ - VIA Metropolitan Transit

Frequently Asked Questions

These FAQs are designed to help you get the most out of the new GO VIA app with clear, up-to-date answers to the most common questions.  Whether you’re setting up your account, exploring new features or troubleshooting an issue, you will likely find what you need right here.  

We ask that before you contact VIA, to please try these quick steps first:

1

Make sure you are logged into your account, not just using the downloaded app

2

Close and reopen the app

3

Update the app and your phone’s operating system

4

Log out and log back in

GO VIA FAQs

Top Questions

I paid for a ticket but do not see it. What should I do?
  • Make sure you are logged into the correct account. Tickets are tied to your account, not your device.
  • Log out and log back in.
  • Confirm the email or phone information linked to the account you used for purchase.
  • Refunds are not processed in the app.
  • Only unused and unactivated tickets may be eligible for review.
  • Contact VIA Customer Service for assistance.
  • Use the password reset option in the app.
  • Check your spam or junk folder for the reset email.
  • Make sure you are using the same email or account information used when you registered.
  • Cash can be loaded through participating retail locations.
  • Bring cash to a supported retailer, add funds to your GO VIA account, and use those funds in the app.
  • Cash loading is not available at ticket windows or on the bus.
  • Trip planning, route, and schedule questions: Bus Information 210-362-2020
  • App, tickets, payments, refunds, and account questions: Customer Service. 210-362-2020
  • VIAtrans reservations and related support: (210) 362- 5050

Getting Started

What is the GO VIA app?

GO VIA is VIA’s all-in-one mobile app that allows you to plan your trip, pay your fare, and ride using a single app.

GO VIA combines trip planning, real-time updates, and fare payment into one app so customers do not need to switch between multiple tools.

GO VIA is expected to roll out in phases beginning in June 2026, with a transition period before legacy apps are retired.

Yes. Customers should download GO VIA to access the latest features and improvements.

GO VIA supports current versions of iOS and Android. Keeping your device updated helps ensure full functionality.

No. The GO VIA app is free to download.

GO VIA is designed for supported mobile devices. Some features may work differently depending on the device and setup.

Payments & Tickets

What payment methods are accepted?

GO VIA supports credit and debit cards, Apple Pay, and Google Pay, subject to device compatibility and card issuer approval.

No. Only one payment method can be used per transaction.

Yes. You can purchase tickets ahead of time and store them in your Wallet. Activate your ticket shortly before boarding.

  • Unused tickets are valid for six (6) months from the date of purchase.
  • After six months, unused tickets expire and cannot be used or refunded.
  • If the ticket has not been activated, it may be eligible for refund review.
  • If the ticket has been activated, it is not eligible for a refund.
  • Unused tickets remain in your account until they are activated or until they expire.
  • Unused tickets expire six (6) months after purchase.

No. Activate your ticket in the app and show it on your phone when boarding.

  • Receipts are provided electronically.
  • You can email or export a receipt and print it for your records if needed.

No. Fares in the app cost the same as other fare payment methods.

  • A temporary authorization may appear when you add or verify a payment method.
  • This is a standard verification step and is not a final charge.

Purchase requirements may vary by fare type. Follow the options shown in the app during checkout.

  • Yes, if the other rider or riders are traveling with you.
  • Tickets cannot be sent electronically to another person’s phone and must be displayed on your device when boarding.

Ticket purchases and GO VIA account management are completed within the app.

Accounts & Access

Are my tickets and balance tied to my phone or my account?
  • Your tickets and balance are tied to your account.
  • That is why it is important to create and keep access to your account information.

Download GO VIA on your new device and log into the same account to restore eligible tickets and balances.

Download the app again and log into the same account to restore eligible tickets and balances.

  • Contact Customer Service for assistance.
  • Funds cannot be transferred between accounts, and a refund may be the only option in some situations.
  • Customers should maintain one account whenever possible.
  • Using multiple accounts can create confusion and may affect access to funds or tickets.
  • Too many login attempts may temporarily lock your account.
  • Wait and try again later or contact Customer Service for help.

Contact Customer Service for account verification and recovery options.

  • Use the password reset or account recovery options available in the app.
  • If you still cannot access your account, contact Customer Service.
  • Use your device security settings and keep your account information protected.
  • Electronic payment information is processed through secure systems.

Using the Service

Can I use GO VIA for all VIA services?

GO VIA supports bus and VIA Link services, with additional services being added over time.

  • Some services may still require calling the 5050 line.
  • Additional details will be provided as rollout continues.

No. The 5050 line remains available for reservations and support where required.

  • Your tickets are available in the Wallet section of the app.
  • Active tickets may also appear on the home screen, depending on the app display.

Open your ticket in the app and follow the activation prompt before boarding.

Your active ticket status will be shown in the app after activation.

  • Some ticket features may still be available for a limited time without a connection.
  • Trip planning, account changes, and other live features may require internet access.
  • You are responsible for keeping your phone charged so you can display a valid ticket when required.
  • If you cannot show a valid ticket, you may need to purchase another fare.

Some personalization features, such as saved locations or favorite stops, may be available in the app based on the current version.

Notifications may be available depending on app settings and available features.

Troubleshooting

What should I do if the app is not working?
  • Update the app, restart your device, and reopen GO VIA.
  • If the issue continues, reinstall the app and log back into your account.
  • Confirm you are logged into the correct account and refresh the app.
  • If the ticket still does not appear, contact Customer Service.
  • Check your signal and make sure your device can receive SMS messages.
  • You may need to check with your mobile provider if messages from short codes are blocked.

Once you reconnect, check your Wallet to confirm whether the transaction was completed before trying again.

  • Some features require internet access.
  • Active tickets may still be viewable for a limited time, but live trip planning and account updates may require a connection.
  • Close and relaunch the app.
  • If needed, restart your device or reinstall the latest version of the app.

Transition & Special Cases

What happens to my existing balance or passes during the transition?
  • Tickets and balances are tied to your account.
  • VIA will provide additional guidance during the transition so customers understand what to expect.
  • Your funds are not lost.
  • VIA will provide clear instructions to help customers maintain access to eligible funds and tickets.
  • Use activated tickets based on current app rules and timing.
  • VIA will provide transition guidance for remaining eligible tickets and balances.
  • Expired products are not eligible for use.
  • Additional transition details will be shared for other fare products as rollout continues.

Available fare products will be shown in the app based on current VIA offerings and your eligibility.

  • Reduced fare eligibility depends on VIA fare policy.
  • For information about reduced fares and required documentation, visit VIAInfo.net or contact Customer Service.

Yes, customers may be able to add funds using cash through participating retail locations.

Participating retail locations may be available through the app or VIAInfo.net as the feature is rolled out.