OC Transpo U-Pass Validation Issue

Update #3 [Sept. 11, 2024]OC Transo U-Pass Issue

OC Transpo has released the following statement and process for refunds for those students who were charged extra to ride on OC Transpo routes while OC Transpo worked to fix the U-Pass validation issues this month. Please follow the instructions below if you would like to request a refund.

If you are a U-Pass subscriber and were required to pay a fare on OC Transpo on or after September 1, 2024, you can request a refund by following the steps below. Note that cash fares paid on buses are not eligible for a refund. Refund requests may take up to 10 business days to process. We apologize for the inconvenience and appreciate your patience as we work to quickly resolve the issue affecting some U-Pass cards.

To request a refund, please follow these steps based on your method of payment:

Credit Card or Debit Card (O-Payment)

  1. Visit the online OC Transpo Customer Feedback form
  2. Select Category “Request” and fill in the required contact information.
  3. Enter the date and approximate time the fare was paid. (If multiple fares were paid, please create multiple Feedback requests)
  4. Under “Regarding”, select “Fares” and “Other Fares”
  5. Enter the following information in the Details box:
    • On the first line, type “U-PASS REFUND REQUEST”
    • On the 2nd, type the amount of fare you paid
    • On the 3rd line, type “O-Payment” and the Service Reference ID. This is a code that can be found on the student’s bank or credit card website). For credit cards, they start with OCT*, for debit they may start with a * (See examples below):

O-Payment Example

Example of text to be entered into the “Details” box:

  1. U-PASS REFUND REQUEST
  2. $3.80
  3. O-Payment OCT*E0ZKJ1J6R9ZJZR

Please make sure you include all the required information so that your refund request can be processed.

 

Presto Card

  1. Visit the online OC Transpo Customer Feedback form
  2. Select Category “Request” and fill in the required contact information.
  3. Enter the date and approximate time the fare was paid. (If multiple fares were paid, please create multiple Feedback requests)
  4. Under “Regarding”, select “Fares” and “Other Fares”
  5. Enter the following information in the Details box:
    • On the first line, type “U-PASS REFUND REQUEST”
    • On the 2nd, type the amount of fare you paid
    • On the 3rd line, type “Presto” and your Presto card number. The number can be found on the back of your Presto card:

Presto Card Example

Example of text to be entered into the “Details” box:

  1. U-PASS REFUND REQUEST
  2. $3.80
  3. Presto 312401 0111 2222 333

Please make sure you include all the required information so that your refund request can be processed.

 

Ticket purchased at a Ticket Machine

  1. Visit the online OC Transpo Customer Feedback form
  2. Select Category “Request” and fill in the required contact information.
  3. Enter the date and approximate time the fare was paid. (If multiple fares were paid, please create multiple Feedback requests)
  4. Under “Regarding”, select “Fares” and “Other Fares”
  5. Enter the following information in the Details box:
    • On the first line, type “U-PASS REFUND REQUEST”
    • On the 2nd, type the amount of fare you paid
    • On the 3rd line, type “Ticket Machine” and the ticket machine number shown at the top of your ticket:

Ticket Machine Example

Example of text to be entered into the “Details” box:

  1. U-PASS REFUND REQUEST
  2. $3.80
  3. Ticket Machine 60082

Please make sure you include all the required information so that your refund request can be processed.

Update #2 [Sept. 6, 2024]

OC Transpo has identified the underlying cause of the validation issue and is now working on an update. This update will fix the incorrect “Not activated” red error message that some students are seeing when trying to board OC Transpo routes.

As they work on this fix, OC Transpo drivers will continue to allow students on busses regardless of the error message, at no charge, until this technical issue can be fully resolved. Should the initial trip be on a train route, students can continue to use the video chat option on the ticket machine to speak with an OC Transpo Customer Service Representative.

We anticipate that we will know more about the situation next week and will share updates on this page as they become available.

Update #1 [Sept. 5, 2024]

OC Transpo has confirmed that they are experiencing a validation issue with the AC Card + U-Pass for the Fall 2024 term. Their technical team is working to implement a solution ASAP.

When Algonquin College students tap their AC Card + U-Pass on the OC Transpo fare reader, they may see a “Not activated” red error message.

OC Transpo drivers have been asked to allow students on regardless of the error message, at no charge, until this technical issue can be resolved. Should the initial trip be on a train route, students can use the video chat option on the ticket machine to speak with an OC Transpo Customer Service Representative.

We are asking students to please continue to tap their AC Card + U-Pass each time they board a bus or train as OC Transpo works towards a solution. The AC Card + U-Pass will work on all STO routes.

Updates will be posted on this page as they become available.