Commuter Card FAQs

Introduction

Find all the answers to our frequently asked Commuter Card questions here.

How do I find my Commuter Card balance?

To find your current card balance, visit the Commuter Cards page on your employer's commute website. Your Remaining Balance is shown on the right side of the screen above the table of Recent Transactions. 

How do I get my Commuter Benefits?

After making your benefits election on your employer's commute website, your benefits are accessible for spending on your Commuter Card at the beginning of the following month. 

If I’ve requested a replacement card, can I still use my benefits while I wait for my new card?

If you request a virtual Commuter Card, the current card on your account will be immediately  terminated and replaced with the new virtual card, allowing you to activate and start using it right away.

If you request a physical Commuter Card, the current card on your account will be immediately terminated and the replacement physical card will be delivered to you within 7-10 business days to then activate and start using.

Is there a limit to how much money can be on my Commuter Card?

There is not a limit to the total amount of money on your Commuter Card, but there may be a subsidy cut-off amount that applies to your card. If there is a subsidy cut-off applied to your card, this information will be shown on the Commuter Cards page. Click here to learn more about the subsidy cut-off. Any unused funds will carry over from month to month. Please note, per IRS regulations, if you leave the company, any unused funds will be forfeited. 

It’s been 7-10 days and I haven’t received my card - what should I do? 

If you have not received your Commuter Card in the mail 12 days after it was issued, please log onto your organization's Commute Hub, navigate to the Commute Card tab and verify the shipping address. If the address is correct then the card may be lost in the mail. 

Cards are sent via USPS, and unfortunately, we do not have a way to track them. You'll need to request a new card by selecting Deactivate & Replace in the Commuter Card tab of the Commute Hub. We recommend sending your new card to your work office as fewer cards are lost when sent to office locations.  

What is covered on the Commuter Card for Parking? 

Parking products such as daily parking charges and monthly parking permits at qualified parking merchants are covered on the Commuter Card for Parking. 

What is covered with the Commuter Card for Transit? 

The pre-tax dollars on your Commuter Card for Transit can be used for transit products such as transit passes, transit tokens, fare cards and vouchers for public transportation services like Railroads, Ferries, Passenger Railways, Bus Lines, and some vanpool services. Please note, your Commuter Card for Transit cannot be used for Lyft, Uber, or other rideshare services.

Can I transfer unused balances between the Commuter Card and Transit Card?

Unfortunately the IRS has pretty strict rules around how commuter benefits can be spent, and they only allow for funds to be spent on transit passes, eligible parking, and vanpool services. Once these funds have been designated for either parking or transit they are not able to be re-allocated. 

What should I do if my card is lost or stolen? 

If your card is lost or stolen, please visit your employer's commute website to report your card lost or stolen and request a replacement card. Navigate to the Commuter Cards page and click Deactivate & Replace. Complete the form and click Save. Click Yes on the pop-up confirmation in order to terminate your card and create a new card. 

I noticed a fraudulent charge on my card. What should I do?

If you notice your card has been used for a purchase made by someone other than you, please log onto your organization's Commute Hub, navigate to the Commuter Cards tab and select Deactivate & Replace to request a new card. 

When will I receive my Commuter Card? 

Your virtual card will be available to view and activate on the Commuter Card tab of your organization's Commute Hub when the election period closes. Funds will be added by the 1st of the month. 

If you elected a physical card, you will receive your Commuter Card 7-10 business days after the election period closes. 

Where can I use my Commuter Card for Transit? 

Your Commuter Card for Transit can be used at any qualified transit office, kiosk, or transit authority website where Visa is accepted. To find information about purchasing transit products at your specific transit agency, check out the Purchasing Your Transit Products section of the Knowledge Base. Please note, your Commuter Card for Transit cannot be used for Lyft, Uber, or other rideshare services.

Why is my transaction failing? 

Your transaction could fail for a number of reasons, the most common of them are:

• You are attempting to run a transaction at a merchant that does not qualify for pre-tax commuter benefits.
• You don’t have sufficient funds to complete the transaction.

For more information, please see the Why was my Commuter Card Declined? article here. 

When will my Commuter Card expire? 

• If you have a physical card, the expiration date will be printed on the card.
• If you have a virtual card, you can find the expiration date on the Commuter Cards page of your employer's commute website.

I elected a Virtual Commuter Card, can I switch to a Physical Commuter Card? 

Yes, if you'd like to switch your card type from Virtual to Physical or vice versa, you can do so by following these instructions.

What is a subsidy cut-off?

If your Commuter Card for Parking or Commuter Card for Transit has a subsidy cut-off, it means that your employer will only fund the Employer Subsidy amount up until the indicated card balance. Click here to learn more about the subsidy cut-off. 

Where can I find my card's subsidy cut-off amount?

To view your Commuter Card’s subsidy cut-off, navigate to Commuter Cards on the left navigation menu. The subsidy cut-off is shown under your card’s remaining balance. 

What happens when I reach my card's subsidy cut-off?

If your Commuter Card reaches it's subsidy cut-off, no further Employer Subsidy funds will be added to the card until the card balance falls back below the subsidy cut-off amount. However, your elected pre-tax contributions will continue to accrue on the card regardless of the card's balance.