PRESTO card

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

@PRESTOcard how can I transfer funds from an old card to a new one? The phoneline is taking forever.....

Hello Alex, thanks for reaching out. We recommend checking directly with TTC for assistance and confirmation on how fares and transfers apply. Each transit agency has its own fare rules, and while PRESTO integrates payments, the TTC would be best placed to confirm that. You can contact TTC at ttc.ca/Customer-Servi…. Let us know if we can further assist. ^CK

Hi @prestocard @metrolinx how would the fare system be like if travelling from Oakville to Toronto using Oakville Transit to MiWay to TTC if using a PRESTO card?

Hello Alex, Thank you for reaching out. At this time, nothing has been announced officially regarding this from our side. For the most accurate and up‑to‑date information, we recommend checking directly with TTC, as they would be best placed to confirm any changes or plans. Let us know if we can further assist. ^CK

Hi @metrolinx @prestocard: with the TTC set to rollout monthly fare capping in Sep 2026 on which after 47 paid trips in a month all subsequent TTC rides are free for the remainder of the month, what will happen to those who are currently on the TTC PRESTO 12-month metropass?

Hello Rosie, we apologize for the inconvenience. If the PRESTO app isn’t letting you log in, here are a few immediate options that may help: If you’re able to access a browser, visit prestocard.ca/en/manage and try signing in to your PRESTO account here to reload instead of using the app You can also reload at a PRESTO vending machine, customer service outlet, or select stores if one is nearby. If nothing seems to work, you can send us a private message with more information so we can assist you better. ^CK

@PRESTOcard your app won’t let me log in and refill my bus pass im alone and stranded

Hello Christina, Thanks for reaching out. We apologize for the inconvenience and understand how confusing and frustrating it can be. To assist you better, could you please send us a private message with the following details? Your PRESTO card number, the email address linked to your PRESTO account, confirmation of whether Autoload was set up using Pre‑Authorized Debit (bank account) or a debit card. Once we have this information, we can review your account and provide accurate guidance. ^CK

@prestocard my autoload (from my debit card) was cancelled after I've had it in place since 2009 or so. Is there no longer an option to use a bank account?

Hello Jeremy, we’re really sorry you’re still waiting for this, and we understand how frustrating that must be. If you’ve already submitted a report, the review is likely still in progress. To help us look into the status and follow up with the right team, could you please send us a private message with: Your PRESTO card number The email address linked to your account The date and amount of the missing funds Any case or reference number you received Once we have those details via DM, we’ll do our best to get you an update. Thank you for your patience. ^CK

@PRESTOcard Still waiting to receive missing money, yall took from my account since yall did an update on ur service while back , when is the timeline? I filed a report but still waiting for a response, it said it will give me a email right away

Money is being missed without and trips taken @PRESTOcard

@koanchuk Hi, thank you for contacting us. We’re sorry for the inconvenience you experienced when trying to reach our phone line, possibly due to high call volume. How can we assist you today? ^VC

calling @PRESTOcard… “your estimated wait time is about 15 minutes” *waits* “your estimated wait time is about 18 minutes” ???

Hi Michael Yamashita, thank you for reaching out to PRESTO. It appears that your card was charged for a previous trip, and the transaction is only showing on your account today. To begin the refund process, please complete the Customer Comment Form. Thank you for using PRESTO. ^JL gotransit.com/en/connect-wit…

@PRESTOcard tapped on to yrt bus and 2 minutes later was charged $12 for not tapping at destination for GO transit. I was still on the bus. How does that happen?

Hi there, Thank you for reaching out. We apologize for the inconvenience. To look into this properly and have the right team review the activity on your card, could you please send us a private message with the following details: Your full name Email address linked to your PRESTO account PRESTO card number The date and time you noticed the balance change Once we have this information, we’ll help escalate this for investigation. Thanks for your patience, and we’ll do our best to assist you. ^CK

@PRESTOcard no, that has absolutely nothing to do with the problem i stated.

Hi Sohaib, thank you for reaching out to us. We apologize for the long wait time. We understand how frustrating this can be. To assist you further, could you please provide via private message for security, your PRESTO card number and the details of the Problem? Please also include 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

Hi Susan, thank you for letting us know about this. We apologize for the inconvenience caused. To assist you further, could you please provide, via private message for security purposes, your PRESTO card number? Please also include your full name, email address, and phone number so we can follow up with you directly if needed. Once we receive these details, we will forward the information to the appropriate team for review. Alternatively, you may complete our Customer Comment Form using the following link: bit.ly/3M3Lepl. Let us know if you need more help. ^VC

@PRESTOcard @RealJohnnyVegas I'm in the same situation and that solution doesn't really work because I want my pass to end in August as scheduled. Also, I don't think we can cancel our plans if they are already cancelled so not sure how to do that.

@PRESTOcard I received an email from you stating that the emails sent about my 12 Month TTC Pass was canceled and that I will be owing TTC for doing so, were sent mistakenly by the system. That my pass is fine. Well looks like that is not the case as I paid for my fare today

Hi Johnny, Thank you for your patience while we worked to get clarity on this issue. We now have an update and next steps to help get this resolved. Here’s what to do next If you are a TTC 12‑Month Pass customer, and you haven’t been charged for your pass, and your Monthly Discount Plan (MDP) contract is not active, Please follow these steps: Cancel the existing contract in your PRESTO account, set up a new 12‑Month TTC Pass contract. The early cancellation fee will be waived, so you will not be charged for canceling the old contract and once the new contract is set up, your pass will be usable immediately. There’s no need to wait 4–7 hours. We truly appreciate your patience and understanding while this is corrected, and we’re sorry again for the confusion and frustration this caused. Let us know if you need further assistance. ^CK

@PRESTOcard Your DM does not work on X. So I have to send a message on the website and wait 2-3 days and get the same reply. I got an email that stated I will need to pay TTC $484 for canceling early. Which i did.not do.

Hello, thank you for reaching out to us. Could you please send us your PRESTO number and the issue you are facing through Direct message so that we can look into your account and provide you with a resolution. Alternatively, you can also directly submit all your details through the PRESTO customer comment form to reach the appropriate department for further review of your account here- prestocard.ca/en/contact-us. Let us know if there is anything else we can assist you with. ^KM

@PRESTOcard I am having serious issues with my card. I have been on hold for Customer Service for over 40 minutes and my wait time is going UP. Could you please help?

Hello Arya, Thank you for reaching out. We’re really sorry for the confusion and frustration this has caused. We’re aware of issues where emails were sent incorrectly during a recent system update, but your specific pass status will need to be reviewed directly. Please send us a private message with your full name, email address linked to your PRESTO account, PRESTO card number. Once we have that information, we can look into this and share it with the appropriate team to get it sorted out as quickly as possible. Thanks for your patience, and we’ll be happy to help. ^CK

@PRESTOcard on March 23rd I got an email that my annual pass was canceled although I did nothing cancel it. On March 25th I got an email that my annual pass is still active but it is not this morning. You need to fix this.

Hi there, thanks for reaching out. We’re sorry for the confusion. That’s understandably concerning. This can sometimes happen due to a temporary app or system issue, especially if the app logs you out unexpectedly. Your account has not necessarily been deleted. We recommend first trying to log back in and, if possible, closing and reopening the app or resetting your password. If the issue continues and the app still says your account doesn’t exist, please submit the details through the PRESTO Customer Feedback Form at prestocard.ca/en/contact-us, so the appropriate team can review and restore access if needed. Let us know if we can further assist. ^CK

@PRESTOcard Presto app logged me out and is now telling me that my account doesn’t exist anymore, what’s going on?

Something big is happening. PRESTO is getting faster, smarter and ready to deliver the instant experience you’ve been waiting for. New PRESTO. Coming soon. #InstantPRESTO #BetterFasterPRESTO #PRESTO

Hi Ally, thank you for letting us know about this. A response was sent to your email on March 24 at 1:27 PM. Could you please reply to that email to enable our team to finalize their investigation of this case? Thank you for your patience regarding this matter. Let us know if you need more help. ^VC

@PRESTOcard Still waiting for some assistance regarding CAS-396888-K3G3Y4. For some reason my acct was showing -$500. I couldn’t even use my transit bus pass for a whole week because my card was blocked due to “unusual activity”

Hi, Thank you for letting us know about this. We apologize for any inconvenience this may have caused. Could you please provide your PRESTO card number? You may purchase another card and attempt to load the pass. The cost of purchasing the new card will be refunded to you. Thank you for your patience during this time. Let us know if you need more help. ^VC

@PRESTOcard went to load my presto card and got this when will i be able to add my oc transpo bus pass i have had this issue since 8am today

Hi, Thank you for letting us know about this. We apologize for any inconvenience this may have caused. Could you please provide your PRESTO card number? You may purchase another card and attempt to load the pass. The cost of purchasing the new card will be refunded to you. Thank you for your patience during this time. Let us know if you need more help. ^VC