Smart Ticketing FAQs

What is Translink's new Smart Ticketing system?

The Queensland Government is investing in Translink's new Smart Ticketing system that is delivering customers more ways to plan and pay for public transport across Queensland. 

Smart Ticketing is a Department of Transport and Main Roads (TMR) initiative that is delivering a world-class public transport ticketing solution for Queensland. 

What is changing? 

Smart Ticketing is making it easier for you to plan, catch and pay for public transport by:

• introducing new contactless payment methods
• upgrading existing ticketing equipment 
• delivering new digital products to improve how customers can self-manage their travel online. 

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 smart devices.

While Visa, Mastercard and American Express signed on early to support Smart Ticketing, we are hoping all leading bank schemes will follow suit to offer customers Smart Ticketing in future.

Where is Smart Ticketing being introduced?

Smart Ticketing is being implemented across all modes of public transport in South East Queensland and 18 regional urban bus services.

How does Smart Ticketing work? 

Smart Ticketing manages fare payments, travel history and account records in a centralised cloud-based ticketing system to enable secure contactless payments.

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.

Can I still use my go card or purchase a paper ticket? 

You can still use your go card on new Smart Ticketing equipment or purchase a paper ticket to pay for travel. 

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 20 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system and equipment does not have the capability to evolve with changing technology and customer needs and has been superseded by new cloud-based ticketing systems and secure contactless payment technology.

The go card will be progressively replaced by a more advanced reloadable Translink card. The Translink card will provide customers faster data processing, advanced privacy and data security features.

What does Smart Ticketing equipment look like? 

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

When will the new digital products 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. The new digital channels are currently in the development stage, and once complete, will progress into testing and user trials prior to public launch. 

How will Smart Ticketing ensure my personal and financial information is secure? 

Translink is committed to ensuring a secure, privacy-compliant payment solution for Queensland. As part of our commitment, we are working with the Queensland Privacy Commissioner and other stakeholders to ensure the best outcome for customers, including ensuring customers can travel anonymously if they wish. 

All Smart Ticketing devices are secure, privacy-compliant, ticketing payment solutions, certified to the same global standards required of any banking system or device. This includes end-to-end EMV compliance, Payment Card Industry Data Security Standard (PCI DSS) compliance and Payment Card Industry PIN (Personal Identification Number) Payment Transaction Security (PCI-PTS) compliance.

What Smart Ticketing trials are underway? 

You can trial Smart Ticketing for travel between all South East Queensland train and tram stations as well as Brisbane River ferries to pay the to pay the same as an adult go card fare. Smart Ticketing trials are currently not available for travel on bus or or Southern Moreton Bay Island ferries.

How do I participate in the Smart Ticketing trial? 

Simply present one contactless 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 transfer to a bus or ferry, or wish to travel on concession, please continue to use your go card or purchase a paper ticket during the trial.

If you're travelling by bus or Southern Moreton Bay Island ferries as part of your journey, keep using your go card for now.

When will Smart Ticketing be available on buses and and Southern Moreton Bay Island ferries?

Following the successful installation and testing of Smart Ticketing equipment, customer trials of new contactless payments will be progressively activated, operator by operator, in 2024.
Read more about the rollout of Smart Ticketing on buses and ferries.

When will Smart Ticketing be available in regional Queensland?

Smart Ticketing will be rolled out across 18 regional urban bus services to deliver regional Queensland customers the same new contactless payment methods in addition to paper tickets.

Smart Ticketing customer trials are currently underway across the South East Queensland's (SEQ) train and tram network and Brisbane River ferries. Customer trials are being progressively activated on SEQ buses and ferries, with regional buses to follow. 

Why are you rolling out Smart Ticketing this way? 

The Smart Ticketing project is being delivered in a phased approach to ensure each aspect of the system is fully functional for customers before the next phase is implemented. Our complex integrated customer network means that a significant amount of infrastructure needs to be installed, tested and trialled before we can switch on new contactless payments for customers.

Why is it taking a number of years to deliver this project?

Smart Ticketing is a multi-year delivery program being progressively implemented in a phased approach to ensure the best outcomes for both customers and public transport operators. The project team is overseeing the design, development and implementation of Smart Ticketing software and hardware, replacing more than 18,500 pieces of equipment across South East Queensland and 18 regional urban centres. 

We are focused on delivering Smart Ticketing right and it is important we take the time to deliver a system that benefits our customers both now and in the future.
 

Who can participate in a Smart Ticketing trial?

Customers travelling to or from any South East Queensland train or tram station can now use contactless payments to pay the same adult go card fare.

Who cannot participate in the trial? 

If you wish to travel on a concession fare or travel on a bus or Southern Moreton Bay Island ferries, please continue to use your go card or purchase a paper ticket during the trial.

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. 

Translink is working to ensure that the new devices are inclusive and accessible to all, including customers with concession entitlements.

How do I use Smart Ticketing? 

To use Smart Ticketing successfully you need to prepare early, take your card out of your wallet or case or prepare your smart device ready to tap. Tap on at the start of your trip and tap off at the end of your trip using the same card or device.

How do I tap on and tap off?

Simply present one payment method to the centre of the validator and wait for a message to be displayed. You do not need to physically touch the screen.

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

If you tap on with one payment method and use a different payment method to tap off, you will be charged a default fare on both payment methods. It is important to tap on and tap off with the same payment method 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 tap off, or tap on and tap off using two different payment methods, you will have an incomplete journey/s resulting in a default fare/s. 

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

Old go card equipment could only detect go cards when presented to the device to tap on and tap 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, a Smart Ticketing validator will try to read all cards at once, which could result in a card clash. 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.

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 payment method, go card or 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.

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 tapping off at a new Smart Ticketing validator. 

If you have an enquiry regarding fares paid using your contactless card or digital wallet linked to your 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.

If your Smart Ticketing payment method is declined (red cross, red lights, double beep sound), you will need to contact your bank to discuss the issue with your card or account.  .

How do I tap on and tap 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.

How do I pay for accompanying passengers?

Each person needs to tap on and tap off with their own go card or contactless payment method. Alternatively, you can purchase a paper ticket.

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

Yes, you can use any contactless debit or credit card or smart device linked to a joint account. Separate contactless payment methods used to pay for travel will appear as separate aggregated fares in the financial statement of a joint account. 

For more information on your contactless payment method, please contact your financial institution. 

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.
 

Are contactless payment fares the same as go card fares? 

Yes, the same fares apply to contactless payment methods as your adult go card. If you wish to travel on a concession fare, please continue to use your go card or purchase a paper ticket at this time. 

Are frequent traveller discounts still available with Smart Ticketing?

Yes, you can accrue the same frequent traveller discounts using contactless payments. 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 tap 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.

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.

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.

The frequency of transactions on your statement is managed by your financial institution and we encourage you to contact them to discuss your transactions and bank statements. 

I have a $1.00 Smart Ticketing charge on my account. What is this for?

On the first trip for each day if you use your contactless Mastercard or American Express to tap on and tap 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.

For more information on banking fees, charges and transactions, please contact your financial institution.

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. 
 

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

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.

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.

How do I find my Apple Device Account Number? 

The Device Account Number can be found by opening the wallet app, tapping the card you used to pay for your travel, then tapping the (***) symbol in the top right corner and scrolling 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, tapping Payment, then tapping the card you used to pay for your travel and scrolling down to find the last 4 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, tapping the card you used to pay for your travel, then tapping Card Details where your Digital Card Number will be displayed underneath your card number.

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.

To request a refund, you will need to provide our team member with the first six and last four digits of your bank card used, as well as date, time and destinations (to/from) of your travel. If you paid for travel using a contactless card stored in the digital wallet of your smart device, you will also need to provide the last 4 digits of your Digital/Virtual/Device Account Number. 

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

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

Tap successful validator screen messages

• 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.
• Card already read – you have already tapped on. 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.
• Card expiring soon (go card only) – your tap was accepted, however your go card is expiring soon. Please visit a retailer to have the expiry date extended.
• Low balance (go card only) – 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.
• Please contact Translink on 13 12 30 (go card only) – your tap was successful, however there is an issue with your go card account. Please call Translink on 13 12 30 for more information. 

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.

Tap declined validator screen messages

• Please try again – your tap was not accepted, and you need try again by presenting your go card or contactless payment method to the centre validator screen to tap on or tap off. Remember to present one card or device to tap on and tap off, to avoid a card clash. 
• 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 tap off.
• Invalid card – your card invalid and cannot be used to tap on and tap off for travel. Please use a valid go card or contactless payment method 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.
• Not accepted – your card is not accepted and cannot be used to tap on or tap 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 on your contactless payment method, please contact your financial institution. For immediate travel, please try another payment method. 
• Card has expired – your card has expired. For immediate travel, please try another payment method. To extend your go card expiration date, please visit a participating retailer. 
• 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 valid contactless payment method to tap on and tap off. Alternatively, you can purchase a paper ticket.
• 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.