Valley Metro Mobile Fare Frequently Asked Questions
Common Questions
Select an unused pass from your wallet by clicking on it to reveal a QR code. Hold your phone 6-8 inches below the fare reader until you see that your pass has been activated.
If you get an error message saying your pass could not be loaded, please try the following steps:
Make sure your phone is connected to the Internet.
In order to be able to purchase reduced fare in the app, you must have a valid Reduced Fare ID with Valley Metro. Learn more about reduced fare in the app at valleymetro.org/reducedfareapp.
If your Reduced Fare ID is up-to-date, please call Customer Service at (602) 253-5000 to apply reduced fare to your mobile fare account. Note: you’ll need to provide your name, date of birth or Reduced Fare ID number and the email address associated with your Valley Metro app account.
General
Currently supported OS versions are:
Android 8.0 and up
iOS 13.0 or later
An account can be created in the app with a valid email and password.
A one-time code will be sent to your email address to confirm you are the owner of the email account.
After logging in the first time, the app can be used without the need to login again.
No, creating an account is not required to use the app, however, you are required to create an account to purchase fare, save favorites and check account history.
If you purchase a new device, you can transfer your account by logging in on the new device. Your account and purchased fare will be transferred. Please note: for security reasons, you can only change devices once every 24 hours.
If you forget your password, select "Forgot password?" on the login screen. A one-time code will be sent to your email address, which allows you to set a new password.
Go to More > Account Details > Profile Details
Tap on the edit icon next your email.
Enter your new email address.
An email will be sent with a one-time code.
Enter the code and confirm your password.
English and Spanish are supported. Spanish is selected automatically when your phone’s language is set to Spanish.
By giving your location, the travel tools can find places, nearby stops and shows your trip origin when trip planning. Your location permission is not mandatory to use the app but will mean you have to center the map to your location and will need to type in both origin and destination when trip planning.
Trip Planning & Tracking
Save your favorite stops by clicking on the green heart shown next to the stop.
You can select the transit modes you want to see in the trip results screen by pressing the filter icon.
You can enable or disable the different transit modes, which will then be used to calculate trip options for you.
Available transit modes include: Valley Metro Rail, Bus and Streetcar.
You can change the time of the trip by clicking on Depart At – to select from Depart At or Arrive By and where you can also set the date and time you desire.
Bus and train schedules can be found by selecting a stop.
In the Plan tab, select a stop and either enter the stop name or the stop ID.
Selecting the stop opens the stop timetable showing departures from this stop.
Timetables are updated in real-time showing if a vehicle is on time, early or delayed.
If the trip is not running, then the bus trip is shown as cancelled.
The app adjusts all schedules, vehicle positions and trips based on real-time vehicle locations. Stop departures show if a vehicle is Scheduled, On Time, Early, Delayed or Cancelled. Information is updated every five seconds.
The multi-modal journey planner can present trips where walking, biking and driving are included to get to a transit stop or station. This feature can be removed by disabling car or personal bike modes as a trip is being planned.
A vehicle can be located either by looking on the map where it is displayed as a tappable icon, or by tapping on a departure in the stop details.
The vehicle is centered on the map and the trip schedule is shown.
The trip schedule gives the latest estimate for when the vehicle will arrive at each stop.
In this view, the vehicle is tracked as it moves and the schedule is updated.
Alerts & Notifications
Alerts, shown as a bell icon, are located in the top right corner of the app.
This feature will be added to the app soon! For now, sign up for alerts by using RideText.
Purchasing Mobile Passes
To purchase a pass, you must create or login to your Valley Metro app account.
Once you’ve created your account, click on ‘buy passes’ on the home screen or ‘passes’ shown on the bottom bar.
Select passes that fit your travel and the amount of purchase.
Enter credit/debit card information or use Apple/Google Pay to purchase passes.
Credit card information can be stored for future purchases.
Note: Reduced fare is available to riders with a valid Valley Metro Reduced Fare ID. To activate Reduced fare in the app, contact Customer Service at (602) 253-5000.
Note: Reduced fare is available to riders with a valid Valley Metro Reduced Fare ID. Read more about Reduced fare in the app here.
You will need an account to purchase fare in the app. You can use the trip planning features without creating an account.
You can use a pre-paid card to purchase mobile fare.
Your personal information is not held locally in the device and is only retrieved by the device to be shown on request in the Profile view.
All internet traffic between the app and back office is encrypted.
Payment information is not saved locally on the phone or in the back office. It is only transmitted to the bank at the time of purchase.
Credit, debit or pre-paid card.
Mastercard, Visa, Discover and Amex
Apple Pay or Google Pay
In order to be able to purchase reduced fare in the app, you must have a valid Reduced Fare ID with Valley Metro. Learn more about reduced fare in the app at valleymetro.org/reducedfareapp.
If your Reduced Fare ID is up-to-date, please call Customer Service at (602) 253-5000 to apply reduced fare to your mobile fare account. Note: you’ll need to provide your name, date of birth or Reduced Fare ID number and the email address associated with your Valley Metro app account.
Open the wallet tab.
Choose “History.”
Select the purchase you need a receipt for.
Use the export icon in the top right corner to email a receipt for that transaction.
There are no fees for using the mobile fare on the Valley Metro app.
Refunds are not available via the app, however you can use purchased (and unused) passes at a later date.
When boarding the bus, use the purple fare reader to scan the barcode for the pass you wish to use.
On light rail, activate your pass at the purple fare readers located on or near station platforms prior to every boarding.
Changes cannot be made once passes are purchased.
Confirmation emails will not be sent about fare purchases. Go to History in the Wallet tab to view pass purchases.
No – you can find more detailed fare pricing on our fares page.
Yes. Up to 19 passes can be purchased, which will remain in your wallet until activated or expired. You can view the expiration date on unused passes by selecting the pass to expand the details.
Passes are not refundable, however, you can use a pass any time before the expiration date.
Mobile Passes
To purchase a pass, you must create or login to your Valley Metro app account.
Once you’ve created your account, click on ‘buy passes’ on the home screen or ‘passes’ shown on the bottom bar.
Select passes that fit your travel and the amount of purchase.
Enter credit or debit card information to purchase passes.
Credit card information can be stored for future purchases.
Note: Reduced fare is available to riders with a valid Valley Metro Reduced Fare ID. To activate Reduced fare in the app, contact Customer Service at (602) 253-5000.
Your pass is activated once you hear the ding from the fare reader or the screen shows “Accepted”. You can tell if your pass is activated inside the app by the countdown listed on the pass as well as the graphic moving on the colorful background. Your expired passes will have a red background and will be listed as expired.
An expiration date is listed on each purchased pass in the app.
Your mobile passes can be used on local bus, Express/RAPID and light rail. Mobile fare will be available for streetcar once the one-year free period is over.
After the streetcar free fare period ends, you can use a 1-Ride Streetcar Pass, local or Express/RAPID 1-Day Pass or specialty passes (ASU U-Pass, Platinum Pass, etc.)
Yes! Mobile fare is available for Express and RAPID bus trips. You must purchase the Express or RAPID fare in the app. An all-day local pass will not be valid as bus operators are unable to collect the additional charge associated with Express and RAPID fare.
No, you will need a network connection on your device to load and activate mobile fare.
You are responsible for keeping your smartphone charged, just as all customers should keep track of their physical passes. If your phone dies, you must purchase a new pass from a fare vending machine, retail location or bus farebox.
When you log in to a new device, your current passes and account history will be available. Please note: you can only be logged into one device at a time. For security reasons, there is a limit to the number of times you can transfer your account to a new device.
No, passes purchased in the Valley Metro app are not compatible and may not properly scan when using a smartwatch, tablet or your phone's wallet.
Activating Your Pass
On board buses, purple fare readers are near the fare box with a screen that says “Scan mobile barcode.”
Bus fare reader
Fare readers at light rail platforms are about 3 ft. tall with a purple hood to help protect the screen from the sun. They are located near the fare vending machines at station entrances.
Light rail fare reader
If you get an error message saying your pass could not be loaded, please try the following steps:
Make sure your phone is connected to the Internet.
Select an unused pass from your wallet by clicking on it to reveal a QR code. Hold your phone 6-8 inches below the fare reader until you see that your pass has been activated.
If your pass won’t scan, here are some trouble-shooting options:
Turn up the brightness on your phone.
Make sure your phone has a network connection.
Hold the phone closer or further from the scanning area.
Close the pass and reopen to your activated pass.
Close the app and reopen to a new pass or your activated pass.
If you’re at a light rail station, try scanning at another fare reader.
If the problem continues, please contact the Customer Service at (602) 253-5000.
Reduced Fare
In order to be able to purchase reduced fare in the app, you must have a valid Reduced Fare ID with Valley Metro. Learn more about reduced fare in the app at valleymetro.org/reducedfareapp.
If your Reduced Fare ID is up-to-date, please call Customer Service at (602) 253-5000 to apply reduced fare to your mobile fare account. Note: you’ll need to provide your name, date of birth or Reduced Fare ID number and the email address associated with your Valley Metro app account.
Unfortunately no. At this time, you must register for a Reduced Fare ID in person at the Mobility Center in order to be eligible to have reduced fare in the app. Learn more about registering for a Reduced Fare ID by visiting valleymetro.org/fares/reducedfares.
Accessibility
Yes, the Valley Metro app is accessible and compatible with screen reader software.
Wallet
Your Valley Metro wallet can be located on the bottom bar of the app screen.
You can purchase up to 19 passes at a time. Once you have 19 unused passes in your wallet you will no longer be able to purchase passes until you activate unused passes in your wallet.
