If you travel using a contactless Visa, Mastercard or American Express debit or credit card, including those linked to a digital wallet, try our Translink Ticketing Assistant to:
- View your trip history
- View your fares
- Request a fare adjustment if something doesn't look right
Note: each time you access your activity with this tool, a temporary hold of $0 or 10 cents may appear on your bank statement. This is a pre-authorisation to verify your card details. How long it remains on your statement depends on your bank.
Translink Ticketing Assistant
The Translink Ticketing Assistant may collect personal information, including your name, contact details and credit card information for the purposes of fare adjustments. All personal information is managed in accordance with our obligations under the Information Privacy Act 2009 (Qld). For more information, please visit our Privacy Policy.
Trip history
You can view your trip history and the fares you have paid by using the Translink Ticketing Assistant. Each time you access your activity, a temporary hold of $0 or 10c may appear on your bank statement. This is a temporary pre-authorisation to verify your card details.
Payments
On the first trip for each day, if you use your contactless Mastercard or American Express card to travel a 10 cent authorisation fee will appear as a transaction in your bank account. For travel with contactless Visa card, a $0 authorisation fee will appear.
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 visible in your account until the end of the day when the final fare is calculated.
You will see the amount you have been charged for your travel using contactless payments on your regular bank statement. The fares charged for all trips you take in a 24-hour period will appear as a single transaction on your statement.
Fare adjustments and refunds
You can use the Translink Ticketing Assistant to request a fare adjustment or refund. You will need to provide the following information:
- Details of your bank card used
- The date, time and destination of your trip
- Your contact details.
Your details will be protected with a secure connection, using the same high-security standards used by banks.
Privacy notice
The Translink Ticketing Assistant may collect personal information, including your name, contact details and credit card information for the purposes of fare adjustments. All personal information is managed in accordance with our obligations under the Information Privacy Act 2009 (Qld). For more information, please visit our Privacy Policy.
FAQs
If the Ticketing Assistant can't retrieve your travel history, it may be for one of the following reasons:
- The details you entered are incorrect
- Your card hasn’t been used for travel with Translink
- Your card has expired
- Your card has been blocked by your financial institution
If you're sure the card details are right, there may be an issue with your account. This can happen if a charge was declined. In this case, you’ll need to wait until your charge goes through successfully to use the Ticketing Assistant. We'll automatically retry declined charges overnight for you.
Completed trips should be visible in the Ticketing Assistant within minutes of tapping off.
If you forgot to tap on or tap off, you’ll need to wait six hours for your incomplete trip to be visible. You can then request a fare adjustment to complete your trip correctly.
Sometimes it could take longer for your travel to appear. If your trip is still not appearing after 24 hours, call us on 13 12 30 for further assistance.
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.
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.
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.
The Ticketing Assistant will show you up to 20 trips at a time. To start with it will show you travel from the past 14 days but you can also search for trips in specific date ranges.
If you need help with travel further back than Ticketing Assistant can provide, please call 13 12 30.
When you submit a fare adjustment request using the Ticketing Assistant, you’ll receive a Translink case reference number.
If we find that you were charged an incorrect fare, a refund will be credited to the card you travelled with. We aim to process your request within 10 business days.
You can check if a refund has been processed by selecting 'Follow up on an existing fare adjustment' in the Ticketing Assistant. This will show you the date any refund was approved. Please note the trip you requested an adjustment for will still display the original fare.
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