Metrorail Faregate Display Update
Metro is implementing new screen display messages to provide customers with more transaction transparency and to reduce delays at the faregate.
These new messages will provide more insight into transaction errors at the gate instead of receiving instructions to "See Station Manager." Three new display notifications will be available, including ones for expired, invalid, and deactivated cards. This will provide customers with the option to address these issues quickly and independently. If you’re not sure what to do or need guidance, our station managers remain available to support you.
An expired card will need to be replaced on mobile wallet or at the fare machines. If the expired card has a remaining balance, customers can log on to their SmarTrip account or call Customer Service to transfer the balance. A station manager cannot initiate a balance transfer.
This warning indicates the use of an invalid form of payment. Make sure you’re using a SmarTrip® in mobile wallet or plastic SmarTrip card. Customers cannot pay directly at the gate using credit or debit cards. Cards from other transit agencies are not accepted as valid forms of payment.
If a SmarTrip card is reported lost, stolen, defective, or has been converted to mobile wallet, it is deactivated and can no longer be used. Contact our Customer Service team if you need additional assistance.
In addition, starting in April 2024, customers will no longer be stopped at the gate when their SmarTrip® card or mobile device identifies an incomplete trip. This occurs when the system fails to record a customer tap in for entry or tap out to exit. Currently, when an incomplete trip is identified, customers receive a notice to see the station manager, which can delay travel and create traffic at the faregate. With this new software upgrade, seeing a station manager for assistance will no longer be necessary. Instead, the discrepancy will be automatically addressed at the faregate by charging and completing your trip. Customers will be charged the regular fare or reduced fare if using one of Metro’s reduced fare programs.