PRESTO card

Hello Mico! We apologize for the inconvenience this has caused. In order for our team to review this issue, could you please send us a direct message with your first name, last name, contact details, and PRESTO card number. You may also choose to submit this information by completing our web form at prestocard.ca/en/contact-us. Thank you for your patience and understanding, and please let us know if you have any questions. ^MJ

Hey @PRESTOcard My card has apparently been cancelled. I did NOT make any request to cancel my card. What’s going on?

Hello! Thank you for contacting us regarding the charge on your trip from Toronto to Hamilton on March 11. Although the driver advised passengers not to tap off due to the delay and bus change, PRESTO fares are applied automatically based on tap activity, which may result in a charge appearing on your card. To have this reviewed and provide refund for any overcharge, could you please complete the PRESTO contact form at prestocard.ca/en/contact-us, including your travel details, contact details and your PRESTO card number. After filling the form, our team will be reaching out to you soon directly. Please let us know if you have any questions. ^MJ

@PRESTOcard i boarded a bus from toronto to hamilton at 11:30pm march 11, had to switch busses due to technical issue and the bus was almost 30 mins late leaving. because of this driver told us not to tap off, we’d get the ride for free due to delay. why is there a charge now?

Hi there, we are sorry to hear you have been charged when you did not take the GO transit. Can you please send us your PRESTO card number, name and email address via a direct message. Once we have this information a member of our team will investigate and reach out via email. We apologize for the inconvenience. Please let us know if you need help with anything else. ^OJ

@PRESTOcard your system is absolute garbage. Charged for a go train I never took. 45 minute wait time on the phone. Then disconnected. Horrible service. I would rather take @BeckTaxi at least they are reliable.

Hello Shelley! We apologize for your situation, and we understand how inconvenient this must be. This appears to be an issue on our end, and it has already been reported for further investigation. Please allow 2–3 business days for the matter to be resolved. In the meantime, you may continue travelling by using other payment methods, such as a credit or debit card. If you end up being charged more than what you would normally pay with your PRESTO card, we will be happy to refund the difference. Thank you for your patience and understanding. We sincerely apologize for the inconvenience. ^MJ

@PRESTOcard my card was randomly cancelled after I tapped this morning (no idea why-plenty of money still on the card) and can only resolve with a phone conversation. Why is my wait time increasing the longer I'm on the call?!

Hi Elyn! Thank you for reaching out. In order to look into this further, could you please direct message us your first and last name, contact details (email or phone), and PRESTO card number. Alternatively, you can also fill out our web form in our website here: bit.ly/3M3Lepl, and one of our team members will get back to you soon. Please let us know if you have any questions. ^MJ

Hey @PRESTOcard My card has apparently been cancelled. I did NOT make any request to cancel my card. What’s going on?

Hi Christine, thank you for reaching out to us. We deeply apologize for the issue you experienced, we understand how frustrating this can be. To assist you further, could you please provide, via private message for security, your PRESTO card number? Additionally, please share your full name, email address, and phone number so we can follow up with you directly if needed. Once we have these details, we will forward the information to the appropriate team for review. Alternatively, you can fill out our Customer Comment Form here: bit.ly/3M3Lepl. Let us know if you need more help. ^VC

@PRESTOcard please explain to me how I was charged $12.90 for not taping off on GO when I was on the 26 DuPont bus and taped at DuPont and Lansdowne??? Please put back on my card

Hi, thank you for Reaching out to us. We deeply apologize for the issue you experienced, we understand how frustrating this can be. To assist you further, could you please provide, via private message for security, the amount you were charged, your PRESTO card number? Additionally, please share your full name, email address, and phone number so we can follow up with you directly if needed. Once we have these details, we will forward the information to the appropriate team for review. Alternatively, you can fill out our Customer Comment Form here: bit.ly/3M3Lepl. Let us know if you need more help. ^VC

Hey @PRESTOcard - how does one resolve a trip they didn’t take on their presto card? We lost $14+ to a random charge this morning. @TTChelps @Metrolinx

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Hello Monica! We apologize for the long wait and the experience you have had trying to transfer your monthly pass. That definitely shouldn’t have happened, and we want to help get this resolved as quickly as possible. Could you please send us a direct message with your case number/ ticket number and your PRESTO card number. Once we have that information, we will look into this and help get your pass transferred. Please let us know if you have any questions. ^MJ

@PRESTOcard I have been waiting since Sunday when I called (Today is Tuesday evening, ) for you to transfer my monthly pass to a new presto card because the previous card broke. I called Today; waited over an 1hr and you hung up. Please help!

Hello! We apologize for the inconvenience you’re experiencing. Could you please confirm if you already created a case with us for the issue you are facing? If you can provide your case number, we can check what is going on and update you on the status. If you have not created a case yet, please fill out the form on our website here: prestocard.ca/en/contact-us. Once submitted, our team will review the details and get back to you as soon as possible. We are here to help make sure this gets resolved for you. ^MJ

@PRESTOcard What was the cause of past similar cases??? How @PRESTOcard is preventing the same problem???

Hi @PrestoCard Tried tapping my Presto card this morning, didn't work. Sufficient funds. Registered card. What is the problem for this hassle?

Hi Tomoh, thank you for reaching out. We apologize for the inconvenience this issue has caused you. To assist you further, please provide your PRESTO card number privately along with the details of the issue you are experiencing. Once we have this information, we will inform the appropriate team to review your case and work toward resolving it as soon as possible. Similar cases have been resolved promptly once the required details were received and reviewed. Let us know if you need any further assistance. ^VC

@PRESTOcard @hoofbite11620 Same problem to mine... 1.) If we give you all info on card can @PRESTOcard detect the problem/balance and refund us nicely?? 2.) What have happened to similar cases in the past?? I essentially lost all of the double/second fares charged on my debit card stored in same wallet.

Hello Angel! We apologize for the difficulty you have had trying to reach someone, and we understand how important it is to get assistance quickly. We are here to help. To speak with a live agent, please give us a call at 1‑877‑378‑6123, or you can chat with a representative directly through our website here: prestocard.ca/en/contact-us. Please let us know if you need help with anything else. ^MJ

@PRESTOcard I’m having trouble getting a hold of someone. How can I talk to a live person? Would the stations be able to help me out?

Hello! We apologize for the frustration you’ve been experiencing, and we understand how concerning this situation has been for you. We want to make sure your issue is properly investigated and resolved. While we look into this, could you please give us a call at 1‑877‑378‑6123? You can also chat with a live agent through our website here: bit.ly/3M3Lepl. Please let us know if you have any questions. ^MJ

@jeremynow @PRESTOcard I asked @PRESTOcard again. It told me to send DM. But it seems rejecting my DMs. It quitted replying on last problem. My loss of money and time has been a cumulating.....

@PRESTOcard Hi My Presto card (roughly $50 in balance ) was rejected by TTC machines (two types)yesterday. If I DM you with the Presto numbers can you look into the problem??? Thanks.

Hi, we are sorry for the inconvenience you experienced with your PRESTO card. Kindly provide us with more details about the issue, as well as your PRESTO card number, via direct message. Once we have this information, we will be happy to investigate, and a member of our team will reach out with a resolution. Thank you for your patience. ^OJ

Hello. Please reply as I've been inconvenienced by provable problem on @PRESTOcard

Hi Sophia, thank you for reaching out to us. Since your card was used for OC Transpo, it cannot be converted to a digital card and the funds cannot be transferred. However, you can purchase a new digital PRESTO card online for free here: prestocard.ca/en/create-an-a…, either once you have exhausted the funds on your existing physical card or at any time of your choosing. Let us know if you need anything else. ^VC

@PRESTOcard is there a way to transfer fund from a physical card to a digital card? (Note only because I’ve used my physical card in Ottawa ONCE 2 years ago, I CANNOT convert my physical card to digital?!) There should be an option for user to proceed converting after confirming.

Hello, thank you for reaching out. We're sorry to hear that. For a quicker resolution, please submit the details through our Customer Feedback Form so we can look into the immediately prestocard.ca/en/contact-us Or you can also provide more details by sending a private message. We’re here if you need anything else and thank you for choosing PRESTO. ^KM

@PRESTOcard when I tried to tap on the TTC the machine declined and said to contact Presto. I tapped on and off with sufficient funds so why is my card is not working?

Hi, thank you from reaching out. We have recently made some changes, with this upgrade, registered PRESTO card taps will now only be accepted if you have enough funds to pay your full local transit fare. For more information please visit our website at bit.ly/4bG082C. Let us know if you need hep with anything else. ^OJ

@PRESTOcard my presto card is registered and doesn’t go into negative balance anymore and forces me to reload when i still have funds in my presto account. This feature was very important and a life line for many, has it been removed ?

Hi there, thank you for reaching out. We are sorry to hear you have been charged multiples times. Can you please send us your name, PRESTO card number and trip details such as departing stop and destination station via a direct message? Once we have this information a member of our team will be happy to assist you further. Alternatively, you can also reach out to us by calling us at1-877-378-6123. Let us know if you need help with anything else.

@PRESTOcard Hi @PRESTOcard I need help with a double fare on my card yesterday. A bus tap was recorded with wrong time (7:06 AM instead of ~8:06 AM), so I was charged twice instead of getting a transfer. Also, the live chat hasn’t connected for past 50 minutes.

Hi Felix, thank you for reaching out. Yes, you can load or top up your PRESTO card at any Line 5 station. All Line 5 stations are equipped with Fare Vending Machines where you can purchase, load, or reload your PRESTO card and check your balance. Let us know if you need help with anything else. ^OJ

@PRESTOcard Would I be able to top up card at any station on Line 5 ?

Hi @PRESTOcard I'll be returning home on March 11 after getting off at O Connor on Line 5. Do we know if the Line 5 vehicles have the card readers on them ?