Smart Ticketing FAQs

What are Smart Ticketing payment methods?

Smart Ticketing payment methods are contactless Visa, Mastercard or American Express debit or credit cards, including cards in the digital wallet of your smartphone, smart watch or other wearable devices.

Is Smart Ticketing more expensive?

No, the same fares apply to Smart Ticketing as your adult go card.

Is the way customers tap on and off changing?

Just like go card, you still need to tap on at the start of your journey and tap off at the end of your journey to pay for your travel with Smart Ticketing.

Will I be able to travel on concession fares using Smart Ticketing?

You will be able to use Smart Ticketing payment methods to travel on concession fares once the system is fully rolled out. If you who wish to travel on a concession fare, please continue to use your go card or purchase a paper ticket to travel.

Are frequent traveller discounts still available with Smart Ticketing?

Yes, you can accrue the same frequent traveller discounts using Smart Ticketing payment methods. This includes the eight and half price discount that applies if you make eight paid journeys on the same card or device in a week (Monday to Sunday) you will receive half price travel on every additional trip made during the rest of the week.

Discounts are not transferrable from one payment method to another so you will need to tap on and off with the same card or device to accrue frequent traveller discounts.

The eight and half price frequent traveller discount does not apply to Airtrain journeys.

Will tourists still be able to use go seeQ or go explore cards?

Customers, including tourists, can still use go seeQ or go explore cards on Smart Ticketing validators.

When will the new app and website be available?

Smart Ticketing is delivering new digital products to help you self-manage your travel account online and record individual account requirements such as concessions online via a new website and mobile app. The new website and mobile app will be available to customers soon.

Why do I have to take my card from my wallet or case to tap on and off?

Old go card equipment could only detect go cards when presented to the device to tap on and off. Smart Ticketing validators have a much stronger processing power to accept contactless payments and will try to read every smart card or device when presented to tap. If you present your entire wallet, a plastic case with multiple cards (including building access cards) or even your smartphone with a card stored in the back of the case to a Smart Ticketing validator, it will try to read all cards at once. If this occurs your tap may be declined or the Smart Ticketing validators may read a different card or device when you tap off than when you tapped on resulting in a default fare/s.

Why do I need to use the same card or device to tap on and off?

If you tap on with one card or device and use a different card or device to tap off, you will be charged a default fare on both payment types. It is important to tap on and off with the same card or device at the start and end of each trip to ensure you are charged the correct fare for your journey. If you forget to tap on or off or tap on and off using two different cards or devices, you will have an incomplete journey/s resulting in a default fare/s.

What is a default fare?

Translink may charge a default fare if you don't tap on at the start of your trip, or tap off at the end of your trip. Default fares are there to ensure a fair go for all passengers on the Translink network.

What do I do if my tap was declined?

You must have an accepted payment tap from a Smart Ticketing validator or purchased a paper ticket for valid travel. If your tap was declined, you may need to try again, use a different contactless Visa, Mastercard or American Express card or device, go card or purchase a paper ticket.

How do I pay for accompanying passengers?

If you want to pay for multiple people, each person needs to tap on and off with their own go card, contactless debit or credit card, smartphone, smart watch or smart device linked to Visa, Mastercard or American Express. Alternatively, you can purchase a paper ticket.

How do I cancel a tap?

If your plans change and you decide to no longer travel, you can tap the same card or device at the same station from 11 seconds up to 20 minutes after your first tap to successfully cancel your tap. There is no charge for cancelling a tap.

Can I use prepaid debit or credit or gift cards?

No, prepaid debit or credit cards or gift cards are not accepted with Smart Ticketing.

How will Smart Ticketing payments appear on my statement?

You will see an aggregated fare charge for all trips taken over a 24 hour period on your statement. This means you will see one amount charged for all trips in that 24 hour period instead of multiple single fare amounts.

I have a $1.00 Smart Ticketing charge on my account. Is this how much my fare cost?

On the day that you use your contactless Mastercard or American Express to tap on and off, a $1.00 authorisation fee will temporarily appear on your bank account. Visa uses a different account verification method and a $0.00 authorisation fee will appear on your bank account.

An authorisation fee is a common security measure banks use to protect customers and validate that you have funds available and your card is valid and not lost, stolen or expired.

This is a temporary authorisation fee only and will not be charged to your account or appear on your bank statement. The authorisation will remain on your account until the final aggregated fares for the day are charged to your account. Depending on your bank, it may take a few days before this final fare is charged to your account and the authorisation is removed from your account.

What happens if I run out of funds when I pay with Smart Ticketing?

If you successfully tapped on at the start of your trip and you have insufficient funds when you tap off at the end of your trip, your tap will be declined. Smart Ticketing will automatically try to recover the amount owing for your trip. Until there are sufficient funds in your account and your trip is paid, you will not be able to use that physical or digital card to pay for your travel.

It is your responsibility to ensure that you have adequate funds to pay for your travel when you tap on at the start of your trip.

What happens if I run out of battery on my smart phone, smart watch or smart device?

It is your responsibility to ensure that you have adequate battery life on your smart phone, smart watch or smart device when you tap on at the start of your trip. If you run out of battery on your smart device and cannot tap off at the end of your trip you will be charged a default fare.

I have recently received a new contactless Visa, Mastercard or American Express card. Do I need to activate the contactless card before I can use it on a Smart Ticketing validator?

If you've recently received a new contactless Visa, Mastercard or American Express card you may need to activate the contactless card before it will work on a Smart Ticketing validator.

This may include making a successful chip and PIN validated payment before the contactless capability on your card will automatically work. You cannot make a chip and PIN validated payment on a Smart Ticketing validator.

Please follow the card activation instructions provided to you by your financial institution.

How do I check my trip history?

If using a go card, you can check your go card account online or call 13 12 30 as you would normally do if you think there was an issue when tapping on or off at a new Smart Ticketing validator.

If you have an enquiry regarding fares paid using your contactless Visa, Mastercard or American Express credit or debit card or digital wallet linked to your smartphone, smart watch or smart device and you would like to check your trip history during this trial, you can call Translink on 13 12 30.

Smart Ticketing is working to deliver a new website and mobile app that will enable you to manage your Smart Ticketing travel account online.

How do I get a refund?

If you would like to enquire about a refund or have an enquiry regarding fares paid using your contactless Visa, Mastercard or American Express you can call Translink on 13 12 30.

Can I use Smart Ticketing if I have a joint bank account?

Yes, you can use any Visa, Mastercard or American Express card or device linked to a joint account.

Who can see my Smart Ticketing transaction history?

Only people with permission to access your personal banking information will have access to see your Smart Ticketing transaction history on your bank account. Please discuss any account permissions with your financial institution.

Why do we need to change the current go card system?

Since go card was developed in 2003, technology has significantly advanced with contactless payments, smartphones, cloud computing and other smart devices all introduced since go card was launched.

The current card-based system is more than 19 years old and is approaching end of life, meaning the current system and equipment does not have the capability to evolve with changing technology and customer needs and has been superseded by new cloud-based ticketing systems and secure contactless payment technology.

Why pink?

Inspired by the Cooktown orchid, the new Translink brand was designed to embody Queensland's vibrant personality and reflect the innovative, inclusive ticketing solution the Smart Ticketing is delivering for Queenslanders.

It is critical that the Smart Ticketing project ensures people with varying abilities, including varying degrees of vision and colour impairment, can easily identify where to 'tap' cards and purchase tickets.

Customer feedback indicated old ticketing infrastructure and equipment was difficult to locate as it didn't 'stand out enough visually'.

Customer testing was undertaken with a particular focus on identifying and testing colours that would easily be identified on ticketing infrastructure by people with varying abilities including colour limitations.

A group of customers of varied demographics and patronage participated in testing and development. Eye-line tracking technology was used to test participant's time to focus, duration of focus and frequency of focus on the brand in three different colours. The Cooktown orchid pink far out performed alternate colour options through customer testing with respect to gaining, maintaining and regaining customer attention. The brand's pink colour palette was also the most accessible and inclusive colour for people with varying abilities to identify and locate, especially on ticketing infrastructure. Read more about our story on the Smart Ticketing project page.

Can I use my digital wallet such as Apple Pay, Google Pay and Samsung Pay?

Yes, you can use your digital wallet, such as Apple Pay, Google Pay and Samsung Pay, linked to your Visa, Mastercard or American Express to pay the same adult go card fare as part of the trial.

Are my digital bank card and physical bank card the same?

No, your digital bank cards have a different payment identification to your physical bank card and are recognised as two different payment methods by your financial institution.

If I use Apple Pay, should I switch on the Express Travel mode card setting within the Wallet?

The Express Travel mode with Apple Pay allows you to tap on and off without having to wake or unlock your device or open an app. It's optional when using Smart Ticketing, but we do recommend activating it so you can tap on and off more easily.

You can activate Express Travel for your preferred card in your Apple Pay settings. For more information on how to do this visit support.apple.com

What is a Digital/Virtual/Device Account Number and how is it different to my physical card number?

When adding cards to Apple Pay, Samsung Pay or Google Pay, a Digital/Virtual/Device Account Number is created in place of your card account number. This number is used when you make a payment from your digital wallet (or a refund of that payment), so that your card account number isn't shared with the merchant and won’t appear on the receipt.

To obtain a refund, you may have to provide the last 4 digits of your Digital/Virtual/Device Account Number.

How do I find my Apple Device Account Number?

The Device Account Number can be found by opening the Wallet app, tap the card you used to pay for your travel, then tap the (***) symbol in the top right corner and scroll down to find your Device Account Number.

How do I find my Google Pay Virtual Account Number?

The Virtual Account Number can be found by opening the Google Pay app, tap Payment, tap the virtual card you used to pay for your travel and scroll down to find the last four digits of your Virtual Account Number.

How do I find my Samsung Pay Digital Card Number?

The Digital Card Number can be found by opening the Samsung Pay app, tap the card you used to pay for your travel, then tap Card Details and your Digital Card Number will be displayed underneath your card number.

Accepted messages

How do I know if I tapped on and off successfully?

If you get a large white tick with green lights and hear the sound of one beep, your tap was accepted.

If you get a large white tick and hear an alert sound, your tap was accepted, however something regarding your go card account requires your attention. You can check your go card account online or call Translink on 13 12 30.

What should I do if I see a tick with the message 'Tap cancelled'?

Your tap has been successfully cancelled. The Smart Ticketing validator has accepted two taps within 11 seconds up to 20 minutes from the same card or device at the same station. You will not be charged for cancelling a tap. For immediate travel you must tap on again.

What should I do if I see a tick with the message 'Card already read'?

You have already tapped on. The Smart Ticketing validator has read two taps from the same card or device within 10 seconds. Only one tap was accepted and you are ready to travel.

'Alert' messages (go card only)

What should I do if I see a white tick with the message 'Card expiring soon'?

Your tap was accepted, however your go card is expiring soon. Please visit a retailer to have the expiry date extended.

What should I do if I see a white tick with the message 'Low balance' after I tap my go card?

Your tap was accepted, however the balance on your go card is low. You can top-up your go card online, at a fare machine, retailer or call Translink on 13 12 30.

What should I do if I see a white tick with the message 'Please contact Translink on 13 12 30'?

Your tap was successful however there is an issue with your go card account. Please call Translink on 13 12 30 for more information.

'Declined' messages

How do I know if my tap was declined?

If you get a large white cross with red lights and a double beep sound, your tap was declined.

What should I do if I see a cross with the message 'Please try again'?

Your tap was not accepted. Please try again by presenting your go card, contactless debit or credit card, smartphone, smart watch or other smart device linked to Visa, Mastercard or American Express to the centre of the validator screen to tap on or off.

Remember to remove the card that you would like to use from your wallet or case and present one card or device to tap on and off.

What should I do if I see a cross with the message 'Present one card'?

More than one card has been detected by the validator for payment. Please remove the card that you would like to use from your wallet or case and present one card or device to tap on and off.

Why did I get a red cross immediately after a green tick or successful tap with the message 'Card already read'?

You may have held your card, smartphone or smart watch near the reader for too long. Your card, smartphone or smart device has already been read and you do not need to tap on again.

What should I do if I see a cross with the message 'Insufficient balance'? (go card only)

There are insufficient funds available on your go card for travel. For immediate travel please top-up your go card or use a Visa, Mastercard or American Express contactless debit or credit card, smartphone or smart device to tap on and off. Alternatively you can purchase a paper ticket.

What should I do if I see a cross with the message 'Invalid card'?

Your card is invalid and cannot be used to tap on and off for travel. Please use a valid go card, contactless debit or credit card, smartphone, smart watch or other smart device linked to Visa, Mastercard or American Express to tap on/off. Alternatively you can purchase a paper ticket.

If your go card is invalid please call Translink on 13 12 30.

If your bank card is invalid, please contact your bank or financial institution.

What should I do if I see a cross with the message 'Not accepted'?

Your card is not accepted and cannot be used to tap on or off for travel.

It may be from a non-participating scheme, reported lost, stolen or has been blocked by your financial institution.

For more information regarding your Visa, Mastercard or American Express, please contact your financial institution.

For immediate travel, please try another payment method.

What should I do if I see a cross with the message 'Card has expired'?

Your card has expired. For immediate travel, please use another payment method. To extend your go card expiration date, please visit a participating retailer.

What should I do if I see a cross with the message 'Pass has expired'?

Your Translink pass has expired. For immediate travel, please use another payment method. To extend your pass expiration date, please visit a participating retailer.

Where can I find more information about Smart Ticketing trials?

To stay up to date on Smart Ticketing and when you will be able to trial new ways to pay, visit our website, sign up to our newsletter and follow us on Facebook.

SEQ Rail Trials

How do I use the new gates with a paper ticket?

As usual, you will need to seek a Queensland Rail staff member to enter or exit a gated station with a paper ticket.

When will Smart Ticketing be available on trains?

Smart Ticketing is currently available for customers travelling between all G:link, Queensland Rail (SEQ) and Airtrain stations.

Are Braille plates installed on the new Smart Ticketing equipment?

Braille plates are installed on the new Smart Ticketing equipment to help customers tap on and tap off. The Braille plates have been designed in consultation with accessibility advocates and individuals in accordance with the Disability Standards for Accessible Public Transport (DSAPT) and Australian Standards AS 1428.4.2:2018.

Translink has undertaken extensive research, customer engagement and testing with a broad range of accessibility and advocacy groups to ensure the new Smart Ticketing equipment is functional, accessible and user-friendly for everyone.

What do Smart Ticketing gates look like?

Smart Ticketing gates are wrapped in Translink's 'The Connecting Thread' First Nations artwork and feature the same larger, brighter validator screens with simplified on-screen icons, sounds, messages and have clearer directional lights indicating if the gate is open or closed in your direction.

Who can participate in a Smart Ticketing trial?

Customers travelling to or from any all G:link, Queensland Rail (SEQ) and Airtrain station can now use Smart Ticketing payment methods to pay the same adult go card fare.

If you travel on a concession fare, or transfer to a bus or ferry, please continue to use your go card or purchase a paper ticket as usual.

What fare will I be charged if I participate in the Smart Ticketing trial?

You will be charged the same adult fare as a go card when using Smart Ticketing payment methods.

How do I participate in the Smart Ticketing trial?

If you are travelling between stations between any G:link, Queensland Rail (SEQ) or Airtrain station, simply present one Smart Ticketing payment method to tap on at the start of your trip and tap off at the end of your trip to pay the same as an adult go card fare for your travel. If you travel on concession, or transfer to a bus or ferry, please continue to use your go card or purchase a paper ticket during the trial.

Can I use any gate to tap on and off as part of the Smart Ticketing trial?

You need to tap on or off at the new Smart Ticketing gates wrapped in 'The Connecting Thread' artwork to participate in the Smart Ticketing trial.

Can I use Smart Ticketing for transfers or continuous journeys?

You can now use Smart Ticketing for travel between all G:link, Queensland Rail (SEQ) and Airtrain stations.

Remember to tap on and tap off with the same payment method when transferring between any station to ensure you are charged the correct fare for your journey.

If your journey includes transfer to a bus, or you wish to travel on a concession fare, please continue to use your go card or purchase a paper ticket.

Can I use Smart Ticketing to pay for a concession fare as part of the trial?

The Smart Ticketing customer trial is limited to adult fares for customers travelling between all G:link, Queensland Rail (SEQ) and Airtrain stations. To travel on a concession fare, please continue using your go card or purchase a paper ticket during the trial.

When fully implemented, eligible customers will be able to travel on a concession fare using Smart Ticketing payment methods, if they choose.

How do I get help to participate in the Smart Ticketing trial?

Queensland Rail staff will also be able to help you if you need assistance at a station. You can also find out more information by visiting the Smart Ticketing page.

Where can I get more information and support about my Smart Ticketing fares?

If you need more information or support regarding your fares during the Smart Ticketing trial, please call Translink on 13 12 30.

Why was I charged $10 for my trip?

If you forget to tap on or off, don't use the same Smart Ticketing payment method to tap on and off, or if you travel beyond the limited trial stations, you will be charged a $10 default fare. If this occurs, please call Translink on 13 12 30 and we will ensure you are only charged the correct fare for your journey travelled.

Why does it cost more to travel to the Airport compared to other stations?

Airtrain is a privately owned operator that sets its own fares. More information about fares can be found on the Airtrain website.

Why was I charged $40 for my trip to the Airport?

If you are travelling on Airtrain and unable or forget to tap on or off, or do not use the same Smart Ticketing payment method to tap on or off, you will be charged a $40 default fare. Airtrain is a privately owned operator that sets its own fares and has a higher default fare than other Translink services. If you are charged a default fare, you may be eligible for an adjustment by calling Translink on 13 12 30.

How do I tap on and off correctly if I am catching more than one train on my journey?

You must tap on at the start of your journey and tap off at the end of your journey with the same card or device to ensure you are charged the correct fare for your journey travelled. If you are catching more than one train as part of your journey, only tap on at the station where you start your journey and tap off at the station where you end your journey.

If you tap at stations where you change train services along your journey, this can result in an incomplete journey/s resulting in a default fare/s.

SEQ Bus Trials

What is the new ticketing equipment on my bus?

We are installing new Smart Ticketing technology across Queensland's bus network. Replacing old go card validators, the new equipment is being progressively installed on Queensland buses, operator by operator, for go card use before new Smart Ticketing payment methods are activated for customers.

What does the new equipment look like?

The new Smart Ticketing equipment on buses features larger, brighter screens with simplified on-screen icons, sounds and messaging and is wrapped in Translink's 'The Connecting Thread' First Nations artwork.

Can I still use my go card on the new equipment on my bus?

Yes, you can still use your existing go card on new Smart Ticketing equipment.

How do I use my go card on the new equipment on my bus?

As you normally would, by tapping on at the start of each trip and tapping off at the end of each trip on your journey.

When will ticketing equipment be upgraded on my bus?

Smart Ticketing equipment is being progressively installed on Queensland buses, operator by operator, over the coming months for go card use before a trial of new Smart Ticketing payment methods is activated for customers. For more information on which bus operators have Smart Ticketing equipment, visit our website.

When will Smart Ticketing be available on buses?

Following the successful installation and testing of Smart Ticketing equipment, customer trials of new ways to pay for travel will be progressively activated, operator by operator, in 2023.

Can I use Smart Ticketing to transfer between train and bus?

Smart Ticketing is available for travel between all G:link, Queensland Rail (SEQ) and Airtrain stations. Customers can not use Smart Ticketing to transfer between the train and bus as the new equipment installed on bus is for go card use only. If you are transferring from a train or travel on a concession fare, please continue to use your go card during this time.

What is the new design on Smart Ticketing equipment?

Smart Ticketing equipment is wrapped in 'The Connecting Thread' First Nations artwork.

Who created the artwork?

The Connecting Thread artwork was developed by Gilimbaa artist, Elisa Carmichael (Quandamooka) specifically for the Translink Smart Ticketing project. 

The Smart Ticketing project is the first organisation globally to incorporate Indigenous art into ticketing infrastructure as a recognition of our First Nations people and the rich and lasting contribution they bring to Queensland's culture and identity.

What does the artwork represent?

The Connecting Thread symbolises and reflects the landscapes of Queensland from top to bottom, exploring Rainforest, Bush, Freshwater, Saltwater, Desert and the pathways we travel of those who have travelled before us that connect Country and people to this day.

What is the meaning behind The Connecting Thread artwork story?

We are travelling in the pathways of those who have travelled tens of thousands of years before us. Many of the major highways, roads and waterways are travelling routes for the First Peoples of the land. Over tens of thousands of years our ancestors' footprints have paved the way for the routes we travel today. The artwork honours the footprints of First Nations people; guiding the way for safe travel and caring for Country and environment across Queensland.

One of the most important items for First Nations people is string. Threads of string support daily life activities and ceremonial gatherings. String is carried for all journey's made. When one thread comes together and is woven with many, its strength is formed. Placing woven string elements over the pattern inspired by Country honours connection to Country and the significance of caring, working and living with the environment.

Where will the artwork be displayed?

The Connecting Thread artwork is featured on Queensland's public transport ticketing equipment and infrastructure that is being progressively rolled out across Queensland as part of the Translink Smart Ticketing project.

Why was the artwork created?

Translink is committed to recognising and celebrating the rich and lasting contribution of First Nations Peoples and culture in Queensland.

In upholding the Queensland government's Reconciliation Action Plan, Translink set out to harness the social and cultural power of public art to transform functional public transport ticketing equipment and infrastructure across Queensland into a vehicle for the maintenance, expression and transmission of our First Nations culture.

The Connecting Thread artwork is just one way we are recognising the rich contribution of our First Nations people in Queensland and the pathways of those who have travelled tens of thousands of years before us.

How was the artwork developed?

The artwork was developed in partnership with Gilimbaa and Gilimbaa artist Elisa Jane Carmichael (Quandamooka).