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Frequently Asked Questions
How to get and recharge your MyWay card
Lost your card?How do I get a replacement card?
Card not working?
Tagging on and off
Default fareThe card reader
Fare structure
School Students
Tertiary Students
Transferring between Deane's Bus Lines and ACTIONGeneral questions
How to get and recharge your MyWay cardWhere can I get a MyWay card?MyWay cards can be ordered online or purchased from MyWay recharge agents. When you purchase your new card you will be asked to add a minimum of $20 to the card for online orders or for EFTPOS/credit card transactions, and a minimum of $5 for cash transactions. How much do the MyWay cards cost?There is no charge for a MyWay card, however there will be a $10.00 ($5.00 for concession holders) fee for replacement cards. What do I do when I receive a MyWay card?You should register your card. This lets you check your travel balance online and helps protect your balance if your card is lost or stolen. You should also consider setting up an autoload (direct debit) facility for your new card to make it easy to keep a positive travel balance. Once that is done you won't need to worry about money for bus fares again. It will also ensure you receive a 5% discount on your bus fares once the payment has been processed. What is the initial balance I have to put on my card?You can purchase a $20 pre-loaded MyWay card online, by contacting 13 17 10, by visiting a MyWay recharge agent, a MyWay Centre or a Canberra Connect Shopfront. How do I recharge my MyWay card?
How can I get a 5% discount?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 once the payment has been processed. For instance, standard adult bus journeys will be charged at $2.39 rather than $2.52, adult off-peak journeys will be charged at $1.90 rather than $2.00, standard concession journeys will be charged at $1.19 rather than $1.26 and off-peak concession journeys will be charged at $0.52 rather than $0.55. Please note that the 5% discount is only applicable to individual trip fares. The discount is not applicable to daily fare caps. How can I check the balance of my MyWay card?Every time you tag off on a bus the card balance will be displayed on the MyWay card reader. Registered cards can be checked online or by phoning 13 17 10 – you will just need to have your MyWay card number, password and date of birth ready. MyWay recharge agents, MyWay Centres and Canberra Connect Shopfronts can also assist. What is the minimum recharge amount?For a cash recharge at a MyWay Centre, MyWay recharge agent or Canberra Connect Shopfront the minimum amount is $5. For users who recharge through autoload (direct debit), BPAY or credit card (either online or at a MyWay Centre, MyWay recharge agent or Canberra Connect Shopfront) the minimum amount is $20. I recharged my card but the funds do not appear?Online, BPAY and telephone payments take 3 working days to appear in MyWay accounts. This is due to transactions needing to be transferred from the ACT Government payments portal to the ticketing software system called Smartrack, then to the MyWay equipment on the buses. 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. Why can't I recharge my ticket at more outlets?Due to the online and telephone options available to load value on your MyWay card there is less need for a large number of retailers equipped to recharge your MyWay card. There will now be 18 MyWay recharge agents located in convenient locations across Canberra. These agents were selected through an open tender process. Lost your card?What should I do if my card is lost or stolen?If you have a registered card, the balance is protected and cards that have been identified as lost or stolen can be frozen. Call 13 17 10 or visit a Canberra Connect Shopfront or a MyWay Centre and your card can be frozen after you provide its number and your password. You should then arrange to purchase a new card, register it and transfer the balance from your old card to your new one. How do I get a replacement card?Replacement Cards - AdultsReplacement Adult MyWay cards can be ordered online or purchased from recharge agents, Canberra Connect Shopfronts and MyWay Centres To transfer the value from your old card to the new, visit any MyWay Centre or call 13 17 10 To protect your MyWay card, it is recommended that you register your MyWay card. Replacement cards – Concession HoldersTo obtain a replacement Concession MyWay card, please visit a MyWay Centre or Canberra Connect Shopfront. Any travel credit on your lost or stolen card will be transferred onto your new card at the time of replacement. Replacement cards – School StudentsIf your student card is being used as a combined MyWay/Student identification card you should arrange a replacement card through your school. All other students should apply for a new card at one of the 18 Recharge Agents or a MyWay Centre where you will be required to complete an application form. You will be required to provide your student number on this form so please ensure that you have this information available when applying. It will take up to 7 working days to have the registration details and travel credit from lost or stolen MyWay student cards to be transferred to your new MyWay student card. You should recharge the card at time of application with enough travel credit to allow the card to be used in this period. If you are entitled to travel under the Student Transport Program (STP) and have replaced a lost or stolen card, you should call 13 17 10 as soon as you have your new card for the travel concession to be updated. Download replacement application form. Replacement cards – Tertiary StudentsTertiary students should apply for a new card at either the ANU or University of Canberra recharge agents, or a MyWay Centre where you will be required to complete an application form. You will be required to provide your student number on this form so please ensure that you have this information available when applying. It will take up to 7 working days to have the registration details and travel credit from lost or stolen MyWay tertiary student cards to be transferred to your new MyWay tertiary student card. You should recharge the card at time of application with enough travel credit to allow the card to be used in this period. Download replacement application form. Replacement cards – SeniorsTo obtain a replacement Seniors MyWay card, visit the Council on the Ageing, any one of the ACT Public Libraries, Canberra Connect Shopfronts and MyWay Centres. It will take up to 7 working days to have the registration details and travel credit from lost or stolen Seniors MyWay cards to be transferred to your new Seniors MyWay card. You should recharge the card at time of application with enough travel credit to allow the card to be used in this period. Card not working?How do I know if my card is damaged or faulty?If you suspect your MyWay card may be damaged or faulty, touch it to a card reader. It will display a message if there is a problem with the card. Discuss with the bus driver whether you are able to proceed on your journey or whether you have to pay by cash. What should I do if my card is damaged or faulty?If your card is damaged or faulty, drop into one of the MyWay Centres or Canberra Connect Shopfronts and report the fault. The card will be tested and replaced if it is damaged or faulty. If the card is registered you can have the credit on the faulty card transferred to your new card. Replacement fees may apply to physically damaged or misused cards. Please note that damaged or misused cards will incur a replacement fee of $10.00 ($5.00 for concession holders). Tagging on and offTagging on and off using MyWay cardsWhen boarding the bus all you need to do is tap your MyWay card on the smartcard reader. Look out for the following lights on the card reader:
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). Tagging on and off provides ACTION with valuable route planning information so we can design a better bus system for Canberra. What if I forget to tag off?From 1 January 2012 a default fare will be applied if you fail to tag off. The default fare will also be applied if you have reached your daily or monthly trip cap and fail to tag off. The default fare is calculated by subtracting the peak MyWay fare from the appropriate cash fare (e.g. for a standard user it would be $4.00 cash fare - $2.52 MyWay fare = $1.48). So if you fail to tag off the following fares will be added for the journey:
By tagging off you will have access to discounted fares and help us build a better bus service What if I can't tag on because a card reader is not working?If all card readers fail to work on board a bus and, despite your attempts, you are unable to tag on, ask to driver to tag your card on at the driver console, if all equipment fails you can travel for free to complete your trip. You should not tag off at the end of this trip. You can use the online feedback form to advise of the time and route service where you were unable to tag on due to equipment malfunction. What if I can't tag off because a card reader is not working?If one or both of the card readers is not operating you can use the bus driver's console to tag off. If this is not possible you should record all details (route number, time and date) and notify the MyWay Administration Office by calling 13 17 10 or by submitting an online feedback form. Why do I have to tag off?Tagging off provides you with access to the discount fares available with MyWay. It also provides vital travel data to assist in building a better bus network. I believe that I tagged off, but the system says I did not, what do I do?Please complete a feedback form and your matter will be investigated. The MyWay Administration Office will contact you to let you know the outcome of the investigation. Changed your mind?If you’ve changed your mind after tagging on and want to get off the bus before it leaves, the bus driver can tag you off. Simply ask the driver to tag you off from the driver’s console. I have boarded the wrong bus-how do I get off without being charged a default fare?If you are getting onto another bus within 60 minutes, simply tap on to the correct bus and this will be considered a transfer. The driver of the bus you incorrectly boarded can also tag you off on the driver’s console. What should I do in the event that my transaction history shows that I have tagged off in a location different to where I have actually tagged off?Please provide feedback in relation to this issue so it can be investigated. Will rides still count towards daily and monthly caps if I fail to tag off?Yes, all ride that are taken that have a fare deducted for them count towards the monthly trip cap. On my online travel history summary I have noticed a line stating that a synthetic tag off has occurred. What does this mean?If a passenger has failed or is unable to tag off on a bus trip, when they board their next bus the MyWay system will automatically tag them off from the previous trip (as a result of failing to or being unable to tag off). This is known as a ‘synthetic tag off’. The system will then tag the patron on to the current trip. A synthetic tag off only occurs when you have failed or have been unable to tag off. This may result in a default fare being charged so remember to tag on and off on every trip. Contact the MyWay Administration Office to report issues with tagging off or default fares. Default fareHow much will it cost if I do not tag off?The default fare is set at $1.48 for adult users and $ 0.74 for concession customers, including students. Does the default fare contribute to my daily fare cap?NO it is not included towards your daily fare cap. When does the default fare get charged to my MyWay account?The default fare will be charged to your card the next time you use the bus. The fare for the trip you failed to tag off on will be deducted at the same time. How do I report it a system error?Contact the MyWay Administration Office to report issues with default fares How long will it take for the money to be re-credited to my account?There may be a delay of up to 5 working days to re-credit your account, depending on the volume of enquires being dealt with. If I forget to tag off but transfer to another bus will I still be charged a default fare?You will not be charged a default fare if you transfer to the next bus within 60 minutes of boarding your first bus. I am an over 75 Senior and travel for free on ACTION buses-can I be charged a default fare?No however the low pitch single tone will sound to identify that the card was not tapped of on the last journey. Failing to tag off will not provide the data that is required to ensure that future bus networks and timetables reflect user demand and requirements. If I commence an off peak journey and transfer onto a peak time bus what will I be charged?If the second trip started within 90 minutes of the first trip tap on the off peak rate will apply and the second trip is considered a transfer. If the second trip occurred after 90 minutes of first trip tap on the second trip will be charged at the peak rate. Is the default fare applied in situations where passengers have reached the monthly trip cap?Yes. Failure to correctly tag off will attract a default fare in this circumstance. If I forget to tag off when coming to work in the morning will the default fare be applied in the afternoon on my way home?Yes. The default fare will apply at the time of your next transaction (tag on) unless the next transaction occurs within 60 minutes of tagging on to a bus. If I have $3.00 left on my account and tag on to a bus and the default fare is applied, will it tell me that I have insufficient funds to travel?Yes, when a default fare applies, your MyWay card stored travel balance must equal or be greater than the fare owning plus any default fare owing to be allowed to board a bus using you MyWay card. My MyWay card is unregistered. Am I still able to have incorrectly applied default fares investigated and rectified.Unregistered cards will be dealt with in much the same manner as registered users, and will be able to have all charges against their MyWay cards investigated. All applications for this to occur must come in writing of through the online feedback form. Will there be a daily limit of default fares that will be charged if a customer continually fails to tag off in one day?No the default fare will be charged every time a customer fails to tag off. The card readerCan I tag on or off a bus while it is moving?No. You must tag on or off while the bus is stationary. When the bus is moving, the card readers display a message that the service is temporarily suspended. Please wait for service to be resumed. What if the bus driver stops to let people get off some distance from the bus stop?All bus stops have a reasonably large GPS footprint so drivers do not have to park exactly at the stop. The GPS range is approximately 50 metres from the bus stop. If the reader is suspended at you stop please notify the driver. Why is the card reader set at a relatively low height?This has been done to conform to mobility access requirements. Do I have to remove the MyWay card from my wallet or purse to tag on and tag off?The card reader should be able to read your card while it is inside your wallet or purse, but it is recommended it is kept away from other similar cards that may cause communication errors. 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 tag off. What should I do if I have a low balance on my card?You will need to add value to your card before your next journey. Card readers on the bus will display a 'low value threshold' message when your travel balance reaches $10 (or $5 for concessions) as a reminder for you to add value to your card. When you have insufficient funds for your journey, the card reader will display the '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. Fare StructureWhy did we change the fare structure?With the changeover to the new MyWay ticketing system, the fare structure has been simplified so that a daily and monthly cap exists regardless of how much you travel. The new fare structure means that the majority of customers will be able to obtain cheaper bus travel. This will assist in transitioning to the new system and increasing the number of people using public transport. In the previous paper-based ticketing system, if people bought a daily, weekly or monthly ticket they were charged a flat fare for all trips. For example using the Faresaver 10 they were charged $2.52 for each individual trip including those during off-peak periods and weekends. The MyWay system automatically applies the cheapest available fare (eg. adult off-peak and weekend journeys will be charged at $2 rather than $2.52). Weekly and monthly tickets are now replaced by a monthly cap of 36 paid trips with any further paid trips in the calendar month being free if people tag on and off. Monthly tickets in the previous system cost $92.50 but under MyWay the most anyone will pay for a calendar month's bus travel is $90.72. If people choose to recharge their card on a weekly basis they will still be entitled to the monthly cap. Please note that the monthly trip calculator is reset on the first day of each calendar month. MyWay cards that are recharged using BPAY or autoload (direct debit) will be entitled to a 5% fare discount on the bus fares once the payment has been processed. How does the new 5% discount work?The 5% discount for adding value by autoload (direct debit) and BPAY applies automatically to all MyWay ticket fares once the payment has been processed. For instance, standard adult bus journeys will be charged at $2.39 rather than $2.52, adult off-peak journeys will be charged at $1.90 rather than $2.00, standard concession journeys will be charged at $1.19 rather than $1.26 and off-peak concession journeys will be charged at $0.52 rather than $0.55. The 5% discount is not applied to the daily fare cap. 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 (ie cash payment) the 5% discount will be removed until another BPAY or autoload payment is processed. Can I still pay my bus fare by cash?Yes, cash fares can be paid directly to the bus driver. Please note that MyWay card fares are cheaper than cash fares. You will need to present an appropriate form of concession card to the driver when purchasing concession fares. Do cash tickets still allow a free 90 minute transfer?Yes. I have a child under five years of age. Can they still travel for free?Yes. Children under five can continue to travel for free. ACTION used to have free school travel for some students under its Student Transport Program. Is this still available?Yes. Please contact MyWay on 13 17 10. School StudentsWhen will school students be able to access MyWay cards?School student cards will be available from 7 March 2011 but will need value added to them before travelling (value can be added online or at any MyWay recharge agent, Canberra Connect Shopfront or MyWay Centre. How much will school students be charged?School students will be charged $0.95 per trip on school days and $1.26 non school days. Note that there is a 26 fare paying trip cap in a calendar month for school students. Why does my child still have to tag off on their school bus? They are only going to and from school.Tagging off is a requirement of all MyWay users including students. It ensures that the cheapest fare available is applied. This includes the calculation of school day fares, daily fare caps and monthly trip caps. It also provides vital network planning data to assist in planning a better bus network for the future. Many school bus routes service multiple schools and the travel data that is obtained will assist in assessing any improvements that need to be made to those services. All users including students that do not tag off will have a default fare applied to their trip so it is important that they remember to tag on and tag off on every journey to pay the cheapest fare. What information can I access about my child's MyWay travel?Only MyWay card balance details will be provided if date of birth and passwords are correctly supplied to MyWay staff. Any requests for travel history or further information of the MyWay account will need to be submitted in writing to the MyWay Administration Office for consideration. Requests can be forwarded to myway@act.gov.au or MyWay Administration Office GPO Box 158, Canberra ACT 2601. What should I do if my student card is lost or stolen?Call 13 17 10 or visit a Canberra Connect Shopfront or a MyWay Centre and your card can be frozen after you provide its number and your password. This will protect any travel credit remaining on the lost or stolen card. If your student card is being used as a combined MyWay/Student identification card you should arrange a replacement card through your school. All other students should then apply for a new card at one of the 18 Recharge Agents or a MyWay Centre where you will be required to complete an application form. You will be required to provide your student number on this form so please ensure that you have this information available when applying. It will take up to 7 working days to have the registration details and travel credit from lost or stolen MyWay student cards to be transferred to your new MyWay student card. You should recharge the card at time of application with enough travel credit to allow the card to be used in this period. If you are entitled to travel under the Student Transport Program (STP) and have replaced a lost or stolen card, you should call 13 17 10 as soon as you have your new card for the travel concession to be updated. View more information about school student MyWay cards here. Tertiary StudentsWhen will tertiary students be able to access MyWay cards?MyWay cards for tertiary students will be available from 7 March 2011. How do I get a tertiary student MyWay card?MyWay cards for tertiary students are available online through this website ($1.50 online postage fee) or through tertiary agents at the ANU and UC. How do I add value to a tertiary student cardThe tertiary agents at the ANU and UC can add value to cards at the time of purchase, alternatively value can be added online after receiving your MyWay card. How much will tertiary students be charged when travelling?Tertiary students will be charged $1.26 per trip. Note that there is a 36 fare paying trip cap in a calendar month. This means that any further trips that month will be free if passengers tag on and off the bus. View more information about tertiary student MyWay cards here. Transferring between Deane's Bus Lines and ACTIONTransferring between Deane's Buslines and ACTION for Oaks Estate ResidentsKeep your one-way or daily ticket and present it to the driver for your onward journey. One-way fares can be used up to 90 minutes within the purchase time, and Deane's Buslines return tickets are valid on ACTION buses for the full day of the purchase date. Transferring from Deane's Buslines to ACTION
Transferring from an ACTION bus to Deane's Buslines
Download this information in PDF format. (PDF General questionsWhat are the advantages of the new MyWay system?
What are you going to do with my personal information?MyWay is bound by the Privacy Act 1988 including the Information Privacy Principles set out in section 14 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 stored credit balances, responding to your enquiries about your MyWay account and managing improper use of the MyWay card. Please view the MyWay Privacy Policy for more information. How do I change my password answer?Passwords on registered cards can be changed by calling MyWay on 13 17 10 or by visiting a MyWay Centre or Canberra Connect Shopfront. You will be asked to provide your card details and your password so staff can update it. If staff are unable to verify your identity over the telephone you may be asked to attend a MyWay Centre or Canberra Connect Shopfront and provide identification. If you require any further information or have forgotten your password please call 13 17 10. What do I do with the remaining balance on my magnetic strip ticket?Applications for transfer of balances from magnetic tickets to the MyWay system closed on Thursday 30 June 2011. All applications received on or before this date will be processed and the MyWay Administration Office will notify you when the transaction has been processed. What if I change my mind about a journey?If you have tagged on to a bus and before it leaves the bus stop you decide you don't want to proceed with the journey (e.g. got on the wrong bus or left something at home/work) you should tag off at the front card reader and leave the bus. The system will activate a 'change of mind' and you will not be charged. Can I use the card on taxis?No. The card is only designed for use on ACTION buses. Can someone else use my card?MyWay cards can be used by anyone. Concession card holders who wish to use MyWay must register their concession card with MyWay and provide evidence that they are entitled to concession travel. Should a registered card be lost it should be reported immediately to MyWay on 13 17 10. Can two people use the same card on one trip?No. Each person will need to pay a separate fare. How long is the MyWay card valid?MyWay cards remain valid for two years from the date of the last transaction (a transaction could be either travel or recharge). How can I look after my card?
Can I hang the MyWay card from a lanyard?Yes, if the MyWay card is inside a card holder that can then be attached to a lanyard. The card must not have a hole punched into it as this will damage its internal antenna and make it unusable. My mum will be turning 75 years old in a few weeks. Does she apply for an ACTION Gold card pass or a MyWay card?People turning 75 who hold a Seniors Card or a combined Seniors/MyWay card should attend a MyWay Centre or Canberra Connect Shopfront and present their card and identification showing their age. The card will be converted into a free travel pass. People without a Seniors Card should attend these locations and apply for a combined Seniors/MyWay card which will be issued to them and converted into a free travel pass. What revenue protection measures are being taken to ensure people pay the correct fare?MyWay cards are supplied as standard user cards (i.e. fares are deducted as a standard user). For cards to be changed to concession you must visit a MyWay Centre or Canberra Connect Shopfront to fill out a concession application form. The information provided will then be cross-checked with Centrelink to confirm that concessions are still current. If a concession has ceased the system will then automatically change the card back to standard user and the customer pays the full fare. Once the system is fully implemented spot audits using hand-held devices will be considered. What if I only do a few trips every now and then?You still pay the cheapest available fares even if you only make occasional trips. Can I get a refund?Unfortunately ACTION does not offer refunds for pre-purchased travel. The MyWay card stored value balance is non refundable and cannot be transferred to another persons' MyWay card. Further information can be obtained by contacting the ACTION Customer Service Team on 13 17 10 or at action@act.gov.au. What should I do if I have a complaint?Complaints can be made by using the online feedback form, by calling MyWay on 13 17 10 or by visiting a Canberra Connect Shopfront. |
PDF 230KB).
Green = tag on success - 
Green + Yellow = tag on success and card balance is
below $10 or default fare applied - 
Red = card is either not valid, has expired, an error has occurred, there is insufficient balance or has been blocked. - 
April 19, 2012
Telephone: 13 17 10