MyWay FAQ

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What is a MyWay Card and how do I get one?

MyWay cards are smartcards used with the MyWay prepaid ticketing system for travel on ACTION Buses. The cards are designed to be easy to use and the majority of passengers will enjoy cheaper travel. Passengers just have to remember to tap on at the start and tap off at the end of the journey, by waving their card over the MyWay card reader. Tapping off ensures the cheapest fare is applied.

MyWay cards are reusable, can be registered and the balance recharged in several ways.

It is highly recommended that you register your MyWay card in order to protect your travel balance in the event that your card is lost, stolen or damaged. You can register now using our online registration form, or by phoning 13 17 10.

A fee applies for new MyWay cards and funds must be added to the card at the time of purchase.

MyWay cards remain valid for two years from the date of the last transaction (a transaction could be either travel or recharge), if there is no transaction in the two year period the card will expire and cannot be used. Once a card has expired it cannot be reactivated and a new card will need to be purchased.

MyWay cards cannot be used to pay taxi fares.

For further information about MyWay cards please phone MyWay on 13 17 10 or submit an online enquiry.

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How do I get a MyWay card?

The method for obtaining a MyWay Card depends on whether you are an adult, concession holder, senior citizen, school student or tertiary student.

Adults

Adult MyWay cards can be purchased:

Concession Holders

Concession MyWay cards can be purchased:

You will be required to provide your Concession card at the time of purchase.

School Students

Students attending Gungahlin College and Covenant College should contact the school to arrange a combined Student ID/MyWay card.

Other students can purchase a card:

Applicants will be required to provide the student's date of birth at the time of purchase.

If you are entitled to travel under the Student Transport Program (STP) please call MyWay on 13 17 10 after you have obtained your MyWay card to have your travel concession added to your card.

Tertiary Students

Tertiary students should apply for a card:

You will be required to provide your Tertiary ID card at the time of purchase.

Seniors

To obtain a Seniors MyWay card, please visit:

Interstate seniors card holders are also eligible to apply for a concession MyWay card. These are available from Access Canberra Shopfronts only.

Free senior and concession off-peak MyWay fares

As part of a 12 month trial (commencing Saturday 14 January 2017), eligible senior and concession holders who travel using MyWay will be able to take advantage of this initiative during stated Transport  Canberra off peak travel times which are: between 9am - 4.30pm and after 6pm weekdays and all day Saturday, Sunday and Public Holidays.

To take advantage of free travel you just need to tap on and tap off the bus correctly using MyWay during the stated off peak periods. Failure to tap off correctly will result in passengers being charged the default fare. Your journey must commence by MyWay tap on, during the off peak period.

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How do I register a MyWay card?

Registration is the only way to protect the travel balance of your MyWay card if it is lost or stolen. Registering your card also allows you to check your travel balance online.

Cards purchased online are registered at the time of purchase. All other cards may be registered online, or by phoning ACTION on 13 17 10. For further information please phone MyWay on 13 17 10 or submit an online enquiry.

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How do I recharge my MyWay card?

MyWay Cards can be recharged a number of ways including Autoload, BPay, online or over the phone using your credit card, or in person at a MyWay Recharge Agent or Access Canberra Shopfront.

Autoload

Using Autoload is a great way to ensure you are never left without required funds on your MyWay card. This direct debit feature will automatically add value to your MyWay card when the balance falls below $10, with payment taken from your nominated bank account or credit card over the following days. You can choose your own top up amount between $20 and $190.

Passengers who top up using Autoload attract a further 5% discount on all fares.

Using our online Application for Autoload form you can submit your details for Autoload to be applied to your MyWay card within 2 days.

BPAY

You can use your financial institution's BPAY system by quoting the Biller Code number and Customer Reference numbers shown on the MyWay card. You can add value up to a balance of $190 to your MyWay card.

BPAY customers receive a 5% discount on their fares once the payment has been processed.

Please allow 3 working days to transfer funds using BPAY.

Online

Credit card (Visa or Mastercard) payments can be made through this website.

Please click here to recharge online.

Please allow 1 to 2 working days to transfer funds for online transactions.

By Telephone

Call 13 17 10 and recharge using your credit card (Visa or Mastercard).

Please allow 1 to 2 working days to transfer funds for telephone payments.

In Person

Use cash (strictly $5 increments only), EFTPOS or your credit card at a MyWay Recharge Agent or your nearest Access Canberra Shopfront.

I recharged my card but the funds haven't appeared

Online, BPAY and telephone payments take 3 working days to appear in MyWay accounts. This is due to transactions processing times between the ACT Government financial system and the Smartrack ticketing software. The process is completed when the MyWay card is next presented to an on-bus card reader, at which time funds are transferred to the card.

For further information please phone MyWay on 13 17 10 or submit an online enquiry.

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Checking the balance of your MyWay card

Your card balance is displayed on the MyWay card reader each time you tag off a bus. The display will show as long as you hover the card over the reader. A 'low value' message will display when your balance reaches $8 (standard) or $5 (for concession) as a reminder for you to add value to your card. When you have insufficient funds for your journey, the card reader will display an 'insufficient funds' message and emit multiple tones. You will need to pay a cash fare to the driver to continue your journey or leave the bus to recharge the card.

The balance and travel history of registered cards can be enquired on by phoning 13 17 10, or logging in using the Check Your Balance page. You will need to supply your MyWay card number, password and date of birth.

For further information please phone MyWay on 13 17 10 or submit an online enquiry.

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How do I replace a lost, stolen or faulty, or damaged MyWay card?

To protect your travel balance, it is recommended that you register your MyWay card.

If your registered card is lost or stolen you should immediately phone ACTION on 13 17 10 to have your card cancelled.

Standard, concession, tertiary, or student cards can be purchased from any MyWay Recharge Agent. Students attending participating schools will need to order a card from their school directly.

Seniors cards can be attained from Access Canberra Service Centres, Council of the Ageing, or an ACT Government Library.

Once your new card has been purchased, you can arrange to transfer your balance and registration details by phoning ACTION on 13 17 10. Please note that balance transfers can take up to 48 hours.

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Tagging on and off buses using your MyWay card

When the bus is stationary, the card reader displays the message "Please present your MyWay card to the target below". To tag on or off, simply touch your MyWay card to the MyWay card reader.

Tagging on

The MyWay card reader can usually read cards inside wallets, purses or bag pockets. Remember to check the display on the card reader and listen for the tone to ensure your card has been read correctly each time you tag on and off.

When the bus is moving, the card reader displays the message "Service is temporarily suspended". Please wait for the card reader to be ready before you tag off.

The lights on the MyWay card reader indicate the following:

  • Green: tag on success
  • Green + Yellow: tag on success and card balance is below $10
  • Yellow: tap on success, however as a result of failing to/being unable to tap off on your previous trip a default fare has been applied.
  • Red: card is either not valid, has expired, card read error has occurred, there is insufficient balance or has been blocked.

Tagging off

At your destination remember to tag off before leaving the bus to ensure you pay the cheapest fare available on the day. You can tag off at the front or rear door of the bus (note that rear doors operate only at bus stations). Failure to tag off after a trip will result in the default fare being applied.

All bus stops have a reasonably large GPS range, approximately 50 metres from the bus stop, so drivers do not have to stop exactly at the stop to let you disembark. If the reader is suspended when you wish to tag off, please notify the driver.

Further information

If you have tagged on to a bus and change your mind before it leaves the bus stop, (e.g. you got on the wrong bus or left something at home/work) please note the time, location and bus number before visiting an Access Canberra Shopfront or phoning MyWay on 13 17 10 to request reimbursement of the fare.

For further information please phone MyWay on 13 17 10 or submit an online enquiry.

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What if the card reader on the bus is not working?

If one or both of the card readers is not operating you can ask the driver to check your MyWay card on their console. If you and the driver are unable to tag you on due to the machine not working, you travel for free.

If you tag on successfully but cannot tag off, you should record the route number, time and date and notify the MyWay Administration Office by calling 13 17 10 or via the online feedback form to ensure you are not charged the maximum fare.

For further information please phone MyWay on 13 17 10 or submit an online enquiry.

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Why is the MyWay card reader set at a relatively low height?

The MyWay on-bus card readers are positioned to conform to mobility access requirements.

For further information please phone MyWay on 13 17 10 or submit an online enquiry.

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How does the 5% discount on MyWay bus fares work?

MyWay users who register their card and recharge through autoload (direct debit) or BPAY are eligible for a 5% discount on their individual trip fares. The discount is applied automatically once the recharge payment has been processed.

Please note that the 5% discount is determined by the last payment method. For example, when a BPAY or autoload payment is processed any trips taken after this payment will have the 5% discount applied. Should another payment method be received and processed (e.g. cash payment) the 5% discount will be removed until another BPAY or autoload payment is processed.

Please note that the 5% discount is only applicable to individual trip fares. The discount does not apply to daily fare caps.

For further information please phone MyWay on 13 17 10 or submit an online enquiry.

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Can I access my child's MyWay travel history or account details?

MyWay card balance details can provided if date of birth and passwords are correctly supplied to MyWay staff.

Requests for a child's travel history or other MyWay account details must be submitted in writing to the MyWay Administration Office for consideration. Requests should be forwarded by email to myway@act.gov.au or posted to MyWay Administration Office, GPO Box 158, Canberra ACT 2601.

For further information please phone MyWay on 13 17 10 or submit an online enquiry.

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What are the advantages of the MyWay system?

The MyWay system is a prepaid ticketing system using smartcard technology which presents a range of advantages to users and the ACT Government.

MyWay cards can be recharged several ways including online, over the phone, in person or by BPAY or auto load (direct debit). Customers using the Autoload (direct debit) option to "set and forget" adding value to cards. For more information see How do I recharge my MyWay card?

MyWay cards speed up boarding times with the transaction taking less than a second. In most cases, MyWay cards can remain inside a wallet or purse when used. For more information see Tagging on and off buses using your MyWay card.

MyWay cards can be registered to protect your travel funds in the event that your card is lost or stolen. For more information see How do I get a replacement MyWay card?

The MyWay system collects valuable trip data such as where people get on and off buses. This data is used by ACTION to improve its bus network.

For further information please phone MyWay on 13 17 10 or submit an online enquiry.

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How does MyWay use my personal information?

MyWay is bound by the Information Privacy Act 2014 (the Act), including the Territory Privacy Principles set out in Schedule 1 of the Act.

MyWay will only collect personal information that is appropriate and necessary to successfully manage the MyWay system. This includes assessing your entitlement to concessionary travel, managing your MyWay card balance, responding to your enquiries about your MyWay account and managing improper use of MyWay cards.

For further information please see the MyWay Privacy Policy, phone MyWay on 13 17 10 or submit an online enquiry.

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How do I change my MyWay card password?

Passwords on registered MyWay cards can be changed by calling MyWay on 13 17 10. You will be asked to provide your card number, registration details and to provide the answer to the current password security question.

If your identity cannot be verified over the phone you may be asked to visit an Access Canberra Shopfront in person and provide suitable identification.

For any further information about password changes please phone MyWay on 13 17 10.

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Can someone else use my MyWay card?

MyWay cards can be used by anyone, but only one person can use it at a time. If two or more people are travelling together, each person must have a separate MyWay card or pay a cash fare.

For further information please phone MyWay on 13 17 10 or submit an online enquiry.

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Looking after your MyWay card

To ensure your MyWay card is looked after, the following are recommended:

  • Do keep it separate from other cards such as credit cards and building access cards
  • Do not expose the card to heat
  • Do not bend the card
  • Do not punch holes in the card

If you wish to hand the card from a lanyard, place it in a card holder and attach that to the lanyard. Do not keep it in the same holder as building access cards.

For further information please phone MyWay on 13 17 10 or submit an online enquiry.

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My MyWay travel history summary says a synthetic tag off occurred. What does that mean?

If you did not tag off after your last trip, the MyWay system will automatically tag you off when you next board a bus. This is known as a 'synthetic tag off'. The system will apply a default fare to that trip.

For further information please phone MyWay on 13 17 10 or submit an online enquiry.

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How do I update my concession entitlement?

If a concession entitlement expires, customers are required to update their concession details on their MyWay card by attending a MyWay Recharge Agent and providing proof of entitlement (their concession identification card). Failure to reapply will result in standard fares being charged for travel. Refunds will not be provided where the customer has purchased the wrong card type; has failed to provide proof of concession when purchasing their MyWay card; and/or the concession entitlement expires.

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