Customer Service
 805-692-1902
 


Upcoming Service Holidays:

2021

January 1, 18

February 15

May 31
July 5
September 6
November 25-26
December 24, 31

 

Frequently Asked Questions (FAQs)

Where can I tap to ride?

Contactless payments are now accepted on the Clean Air Express. Simply tap your contactless-enabled bank card or mobile wallet on the payment reader as you board the bus.

What type of payment methods are accepted?

The Clean Air Express currently accepts Visa and Mastercard contactless-enabled credit or debit cards and mobile wallets. Valid mobile wallets include: Apple Pay , Google Pay, Samsung Pay, and Fitbit Pay.

How do I know if I have a contactless-enabled bank card?

Cards that are contactless-enabled have the following symbol (on the front or the back) of them:   

Many banks and financial institutions have switched to contactless cards to make payments safer, faster, and more secure for their customers. Check with your card issuer if you are unsure if your card is contactless-enabled.

If you do not have a contactless card, you can also link an existing bank card to your payment-enabled device—or you can request a contactless card from one of the companies that offer free contactless prepaid debit cards, including Cash Card (https://cash.app/help/us/en-us/14425-cal-transit ) and Venmo Card (https://venmo.com/about/debitcard/ ).

Can I still ride if I do not have a contactless-enabled card or a payment-enabled device?

Yes. You can still pay for your fare using cash or Clean Air Express passes.

Can I still use cash?

Yes. Throughout the demonstration, Clean Air Express will continue to accept cash fare payments and both Monthly and 10-Ride passes.

Contactless Payments in Action

How do I use my contactless-enabled bank card or payment-enabled device?

Look for the contactless symbol on the card reader as you board:

Simply tap your contactless-enabled bank card or payment-enabled device on the contactless symbol to pay your fare.

What are payment readers?

Contactless payment readers serve as point-of-sale terminals, similar to a coffee shop or grocery store, allowing you to pay your fare and board instantly. Card readers are located at the front of the bus:

Graphical user interface

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Why doesn’t my contactless-enabled bank card work?

If your contactless-enabled bank card is not working, it may be due to one of the following reasons: 

 

Your card issuer has declined payment. Please check with your card issuer.

 

Your card may be damaged or expired. If this happens, you'll need to get your card reissued by contacting your card issuer.

Your card type is not accepted, e.g. American Express, Discover, and other card brands. Only Visa and Mastercard are accepted at this time.

Fares: How Calculated and Charged 

What will I be charged?

Fares paid via contactless payment will cost the same or less than regular Clean Air Express fares

• One-way fare: $6. Whether you tap to pay with a contactless card or your smart device, you will be charged $6 the first time you board the bus. The second time you tap to pay on the same day, you will be charged $4.

• Daily (24-hour) maximum: $10. See below to learn more about fare capping.

• Monthly (30-day) maximum: $150. See below to learn more about fare capping.

What is fare capping?

Fare capping guarantees that you will not be charged more than a specified amount per day or month, no matter how many times you ride—as long as you pay with the same contactless card or mobile wallet.

To take advantage of fare capping, you must always use the same payment method to tap to board.

For example: If you use your phone to pay your fare in the morning, and then use a credit card to pay your fare in the afternoon, even if the same bank card is used, the system will process the transactions as different payment sources and you will lose the benefit of fare capping.

How do charges appear on my card statement?

Your fare is charged to your card account like a standard credit or debit card transaction with the description “SBCAG Fare. To view your fare charges, visit our Customer Transactions Inquiry Page ([insert URL if your agency has a customer portal available]) or check your bank card statement.

Is paying via a contactless-enabled bank card or payment device secure?

Yes. Tap-to-pay transactions are processed through the same secure networks used for all other Visa and Mastercard transactions. Contactless cards are built on secure EMV® Chip technology, which has proven effective at reducing counterfeit fraud. Just like inserting your card into a card reader, each EMV® Contactless transaction delivers a dynamic, one-time code to the payment reader that protects payment information and authorizes the transaction with a single tap.

Will my information be kept private?

SBCAG will never store, sell or share any customer personal data. Clean Air Express customer service representatives do not have access to full credit card account numbers. Customer service representatives are available to answer customer support queries, in accordance with Payment Card Industry (PCI) practices.

Does my card issuer see my travel history?

No. Just like your card issuer does not see what you order at a coffee shop, the issuer will only see the amount of the transaction.

Will I be charged a service fee for using contactless payment?

No, there are no additional fees to use contactless-enabled payment methods.

Can I pay for more than one person using one contactless payment method?

No. At this time, each rider must pay with a separate contactless-enabled bank card or payment-enabled device.

Will Clean Air Express passes be phased out?

No. Clean Air Express 10-Ride and Monthly passes will continue to be available as a form of payment.

Can I use my transit benefit card with contactless payment?

If your transit benefit provider has issued you a contactless credit, debit, or reloadable prepaid card, you should be able to use that to pay your Clean Air Express fare. Please contact your transit benefit provider for more information about contactless card capabilities, as well as to determine if their products can also be supported in payment-enabled devices.

 

Troubleshooting Issues

What can I do if my payment was not accepted at the payment reader?

If you tap your contactless card or payment-enabled device and the payment reader indicates that the payment was not accepted, you will need to use another payment method to pay for your trip. There are a variety of reasons why your payment may not be accepted:

·         It is possible that your payment method has been blocked if we have not received payment for a prior fare. Until payment is received for a previous fare, that payment method will remain blocked, even if you use other payment methods in the meantime

·         Your payment method has been declined by your bank

·         Your card or smart device is damaged or expired

·         Your card is not contactless-enabled

·         You may not have sufficient funds available

To resolve an issue with your card, please contact your bank. In the meantime, you can use another Visa or Mastercard, including a card in your mobile wallet. If you are having trouble with your payment-enabled device, you may need to remove the card from your device and add it back in.

How can I get my blocked payment method accepted again?

Once you have resolved the issue with your payment method, please call Clean Air Express Customer Service for Payments at (805) 961-8910 or email service@cleanairexpress.com. Once the issue is resolved, it can take up to 15 minutes before you can continue to use the same payment method at Clean Air Express payment readers.

How do I apply for a refund?

If you suspect you have been charged more than once or have not been charged the correct fare, please contact Clean Air Express Customer Service at (805) 961-8910 or email service@cleanairexpress.com.

How do I dispute a charge?

If you did not authorize a charge, or if you believe that you have been charged incorrectly, you can dispute a charge by speaking with Clean Air Express Customer Service for Payments at (805) 961-8910 or emailing service@cleanairexpress.com.

What if my payment method is lost or stolen?

·         If your card is lost or stolen, contact your bank first to ensure that your card is canceled and to prevent unauthorized transactions.

·         If your card is subsequently found, and if your bank did not cancel it, you may continue using your card.

Have questions?

Please contact Customer Service: 805-961-8910  or email service@cleanairexpress.com

 

The Clean Air Express is managed by the Santa Barbara County Association of Governments