Which phones and operating systems are supported?

iPhones running an operating system of 9.x and above, and Android phones running an operating system of 4.x and above.

How long will an inactive ticket stay stored in my account?

An inactive ticket will be stored in your account for up to 6 months. After the 6 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 tap on the type of ticket(s) needed for the group travelling with you and increase the quantity as needed.

When using multiple tickets, the tickets in use will appear one behind the other. To show the driver each ticket, tap on the arrows on the bottom of the ticket to toggle between the tickets used for the group.

If I uninstall the app on my phone, will I lose my tickets?

iOS – When you uninstall the mobile ticketing app on an iOS(Apple) device, after reinstalling it, you will be able to log in and use it as you previously had.

Android – When you uninstall the mobile ticketing app on an Android device, after reinstalling it, the first time you log in will be counted as a device switch. Typically, device switches are counted each time you log into your account from a different device. Because of the app data storage logic in the Android operating system, a device switch is triggered when you initially log in after reinstalling the app. You are allowed to switch devices two times within a 6-month period. If you need to exceed that limit, you will need to contact VIA Customer Service.

Note: On both iOS and Android devices, when you log into your account, you will have access to any tickets that were in your Ticket Wallet prior to deleting the app. However, the use period of your tickets will still be based on when they were activated or purchased.

What should I do if I get a new phone?

Download goMobile+ on your new phone and log into your account. Your tickets will be transferred to your new device. Note: Every time you sign into your account on a different device – for example, on a new phone – this is a device switch. To protect your account, you are limited to two device switches every six months.

How many times can I transfer my tickets to another device?

Every time you sign into your account on a different device – for example, on a new phone – this is a device switch. To protect your account, you are limited to two device switches every six months. If you have any questions or need assistance, please contact us at 210-362-2020.

What should I do if I lost my phone?

Contact VIA Customer Service to have your lost device blocked. This will ensure no one else can use your tickets on your lost phone. Then, download goMobile+ on your new phone and log into your account. Your tickets will be transferred to your new device. Note: Every time you sign into your account on a different device – for example, on a new phone – this is a device switch. To protect your account, you are limited to two device switches every six months.

Will I have to create an account to purchase a ticket?

You are not required to create an account to use the app; however, some tickets can’t be purchased without an account. If you use the app as a guest, and later create an account, the tickets purchased as a guest will be transferred to your account.

How do I set up my account?

Open the goMobile+ app on your mobile device. Tap on the Menu bar (three horizontal lines on the upper right corner of the app home screen) and tap “My Account”. Tap on the “New Account” tab to enter your email address and create a password. Then tap on “Create new account”. Your username will be your email address.

What is the difference between creating an account and logging in?

“Create an account” if you don’t have one or want to create a new one. “Log in” if you want to use an existing account.

How do I reset my password?

Tap on the Menu Bar and tap on “My Account” then on “Forgot my password”. You will find a prompt to enter your email address. An email with instructions to reset your password will be sent to you.

Do I have to use my real name when I create my account?

Your name is not needed 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 email address associated with my account?

The email address cannot be changed once an account is created. If you require assistance, please contact VIA Customer Service at 210-362-2020.

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 purchased on goMobile+. Children ages 13 and under and active-duty U.S. military in uniform are not required to show ID. Visit the Reduced Fares Page  for more info.

Do I need a credit card to purchase tickets?

You can pay for tickets using Apple Pay, Visa or Mastercard on the app.

How do I add a debit/credit card to my account?

When paying for a transaction, you can add a debit/credit card by enabling the “save card” option. The card will then be saved on your account. To view a list of your saved cards tap on the Menu Bar, My Account, then My Cards. NOTE: Only MasterCard, Visa and Apple Pay are currently accepted in the app.  Future payment options (including cash) are coming soon.

Can I store more than one card?

Yes. You can add another card while making a purchase and tapping the “Add New Card” button when prompted for payment options. Your account can store multiple payment methods. To delete stored cards, tap on the Menu Bar and tap “My Account” then “My Cards”. Tap the trash can icon on the card you would like to delete from your account.

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 Masabi. 

How does Split Payment work?

When paying for your transaction you will have the option to pay with up to two payment methods. You can use a saved card or a new one. By default, the payment will be split evenly across the two payment methods, but you can edit these amounts.

How quickly is the payment processed?

Once the payment is authorized, the purchase is processed immediately.

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?

If you purchase the wrong ticket, you have up to 2 hours after it’s been purchased to complete a refund. Refunds can take up to ten days to process. To complete a refund, select the ticket in your goMobile+ app and tap on “Actions”. Select “Refund Ticket”. You will be prompted to confirm your action. If the refund is successful, you will see a yellow bar with the text “Refund Successful”.

A ticket may be refunded within 30 days of purchase only if it has not been activated. For assistance, contact VIA Customer Service at 210-362-2020.

How long will an inactivate ticket stay stored in my account?

An inactive ticket will be stored in your account for up to six months. After the six months have elapsed, the ticket will no longer be usable.

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 in your “Ticket Wallet”.

How can I obtain a receipt for my purchase?

A receipt will automatically be emailed to you once a transaction has been completed. To resend a receipt to your email address, open the ticket you purchased and tap on “Actions”. Then tap on “Request ticket receipt”. A pop-up message will inform you the receipt was re-sent to your email address. Check your junk/spam email folder, the receipt email may have ended up there. You should be able to see your purchase in your “Ticket Wallet”.

How many times can I transfer my tickets to another device?

Every time you sign into your account on a different device – for example, on a new phone – this is a device switch. To protect your account, you are limited to two device switches every six months. If you have any questions or need assistance, please contact us at 210-362-2020.

If I uninstall the app on my phone, will I lose my tickets?

iOS – When you uninstall the mobile ticketing app on an iOS(Apple) device, after reinstalling it, you will be able to log in and use it as you previously had.

Android – When you uninstall the mobile ticketing app on an Android device, after reinstalling it, the first time you log in will be counted as a device switch. Typically, device switches are counted each time you log into your account from a different device. Because of the app data storage logic in the Android operating system, a device switch is triggered when you initially log in after reinstalling the app. You are allowed to switch devices two times within a 6-month period. If you need to exceed that limit, you will need to contact VIA Customer Service.

Note: On both iOS and Android devices, when you log into your account, you will have access to any tickets that were in your Ticket Wallet prior to deleting the app. However, the use period of your tickets will still be based on when they were activated or purchased.

What should I do if I get a new phone?

Download goMobile+ on your new phone and log into your account. Your tickets will be transferred to your new device. Note: Every time you sign into your account on a different device – for example, on a new phone – this is a device switch. To protect your account, you are limited to two device switches every six months. 

What should I do if I lost my phone?

Contact VIA Customer Service to have your lost device blocked. This will ensure no one else can use your tickets on your lost phone. Then, download goMobile+ on your new phone and log into your account. Your tickets will be transferred to your new device. Note: Every time you sign into your account on a different device – for example, on a new phone – this is a device switch. To protect your account, you are limited to two device switches every six months.

How do I use a ticket?

1. Open the goMobile app on your phone and select “Ticket Wallet”. If you do not see your previously purchased ticket(s), swipe down to refresh the screen.

2. Select any of the tickets in the “Tickets” tab. The ticket status will be displayed on the top right corner of each ticket (Active or Inactive).

3. The ticket will open to display the details and you will need to tap on “Activate Ticket”.

4. A Confirmation Ticket Activation window will pop-up. Tap on “Activate Ticket”. The ticket will then activate, and you will see a QR code followed by a tri-colored bar with the current date and time. Tapping on “Close” will return you to the “Ticket Wallet” screen. Your active ticket will be shown at the top of the tickets.

5. Activate (“use”) your purchased mobile ticket when you see your bus arriving.

When should I activate my tickets?

You should activate your ticket as you see your ride approaching. Remember, your ticket must be activated shortly 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 tri-color bar with the current date and time moving. VIA personnel are instructed not to touch a customer’s device, so they will ask you to show the ticket to verify authenticity.

Do I need a wireless connection to purchase tickets or use a ticket?

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, but it depends on the fare product.  If you have any questions or concerns, please contact Customer Service at 210-362-2020.

Can I use multiple tickets at the same time on my device for family and friends?

Yes, just tap on the type of ticket(s) needed for the group travelling with you and increase the quantity as needed.

When using multiple tickets, the tickets in use will appear one behind the other. To show the driver each ticket, tap on the arrows on the bottom of the ticket to toggle between the 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.

What is a 2.5 hour pass – Express?

The 2.5-hour pass is a one-way ticket plus a transfer ticket that can be used on Regular Service, and Express Service. The pass is valid for unlimited rides on Regular and Express 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, to see the expiration date and time you will need to open the ticket and tap on “Details” on the bottom right corner. The amount of time left on the ticket will be listed under “Valid Until”. If your ticket expires and turns “gray” you may complete your trip, but you may not use the expired ticket to board another ride.

When do VIAtrans expire?

VIAtrans Passes expire 60 minutes after activation.

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 Wi-Fi 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.

Will VIA personnel need to handle my device?

No. VIA personnel are instructed not to touch a customer’s device, so they will ask you to show the ticket to verify authenticity.

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.