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How to use
your go card on
TransLink go card user guide
The benefits of travelling using go card 2
How to travel using your go card 3
How to top up your go card 4
Touch on and touch off 6
Your guide to touch on and touch off
on trains and trams 8
Your guide to touch on and touch off on buses 8
Your guide to touch on and touch off on ferries 9 Cancelling your journey 9 Transferring between services 10 go card fares 11 Fares 12 Fixed amount 14 go card fees and start-up costs 15 Savings with go card 16 Managing your go card 17 Travel credit balance 17 Transaction history 17 Balance adjustments 18 Protecting your money 19 Registering your go card 19 Card expiry 20 When does my go card expire? 20 What if my go card has already expired? 21 Damaged go cards 21 Frequently asked questions 22 Glossary of terms 25 The benefits of travelling using go card
Travelling with go card on the TransLink network:
Saves you money go card is at least 30 per cent cheaper than • a single paper ticket.
Make 9 paid journeys in a week (Monday to • Sunday) and travel FREE for the rest of the week, regardless of the zones travelled.
A further saving of 20 per cent applies when • travelling off-peak. Travel between 8.30am and 3.30pm, between 7pm and 3am to receive an additional 20 per cent saving off your go card fare.
Seniors and pensioner go card holders who • make two journeys in one day travel for FREE for the rest of the day.
Makes travel easy You can travel on any TransLink bus, train, • ferry or tram service, any time and across all zones.
You can beat the queues and not have to • fumble for change.
The card automatically calculates your fare • when you touch on and touch off.
Is convenient You can top up your card balance at over • 1000 locations.
You can access your go card account online • at translink.com.au and over the phone on 13 12 30.
You can protect your card balance by • registering your go card.
This guide will show you how to get the most out of your go card. 2 How to travel using your go card – quick guide 1 Register
Remember to always touch on AND touch off or you will be charged a fixed amount which is displayed next time you touch on.
Your go card is for your use only and is not transferable for use by anyone else.
You can travel using go card if you don’t register, but without the convenience and benefit of an online account.
How to top up your go card Always have enough money to travel by topping up your go card regularly. Your go card travel credit won’t expire and you can store up to $250 on your go card.
You can top up the balance of your
go card at:
Fare machines: Top up at fare machines with • cash or debit card by selecting ‘add value’ from the go card menu and follow the instructions.
The maximum you can top up is $200.
go card locations: Top up at selected • retailers, any 7-Eleven store and attended train stations where you see the ‘top up’ sign.
Simply present your go card along with your payment.
Visit translink.com.au or call 13 12 30 to find your nearest go card location.
Onboard: Top up onboard buses (except • Brisbane Transport services), CityCats and CityFerries (cash only).
You can only top up before you touch on.
Ask the driver to top up your go card before you touch on.
The maximum top up amount onboard is $50.
Please be considerate. It may not be possible to top up your card during busy times such as peak hour.
If you register your go card you can
also choose to top up:
Online or by phone: You will need your • 16 digit go card number and a valid credit card to top up online or by phone.
Visit translink.com.au and log into your secure account using your go card number or call 13 12 30 and ask the operator to top up your card balance.
The maximum top up amount is $200.
It may take up to 48 hours to process your payment so it will not be available for travel immediately.
If you do not use your go card within 60 days your transaction will be reversed.
Auto top-up: Auto top-up means you always • have enough balance on your go card to get you to your destination. When your card balance falls below $5 it triggers a top up (of your chosen amount) from your credit card.
Set up auto top-up online at translink.com.au.
Touch on and touch off Always remember to touch your go card flat onto the card reader at the beginning of your journey and touch off again at the end. When you touch on and touch off correctly your go card will automatically deduct the correct fare.
The go card reader will display a green light with one beep for an adult card or an orange light with two beeps for a concession card.
When you touch on, the card reader will show the balance of travel credit stored on your go card.
When you touch off the Touch on card reader will show the fare deducted and your remaining travel balance.
When touching on or touching off, there is no need to wait for the card reader balance display to clear from the Touch off previous passenger.
It’s important you touch your go card flat to the front of the card reader. If you swipe or wave your card in front of the card reader or leave it in your purse or wallet, your transaction may not be successful.
When you touch on correctly your journey will be faster, transferring between services will be easier and you can travel with confidence.
Don’t lose the touch It’s important to touch on and touch off correctly.
When you touch on or touch off incorrectly a fixed amount is automatically deducted.
If your touch on or touch off is unsuccessful the go card reader will display a red light. Please try again. If the card reader displays another red light please try another card reader.
If the card reader is displaying an error message or you are unable to touch on or touch off successfully please call TransLink on 13 12 30.
If all go card readers on your train or tram platform, bus or ferry are not working and you are unable to touch on you can travel for free (this trip only) – do not touch off when you reach your destination.
Card reader messages Red light or a red cross: please try again or try touching another card reader.
Please touch again message: touch your card to the reader flat against the target.
Already touched message: your card has been read, just continue on your journey.
Seek assistance message: seek help from a staff member or call 13 12 30 to report the problem.
Your guide to touch on and touch off on trains and trams Card readers are located on station platforms and major stations have card readers attached to fare gates.
At fare gates touch on as you enter the station • or platform to begin your journey and touch off as you exit the station or platform at the end of your journey, even when the gates are open.
At card readers touch on as you enter the • station or platform to begin your journey and touch off as you exit the station or platform at the end of your journey.
If you are transferring between Queensland • Rail train services only, touch on at the beginning of your journey and touch off at the end of your journey.
Your guide to touch on and touch off on buses Card readers are located at the front and rear doors on buses.
Touch on at the front of the bus.
• Touch off at either the front or rear door • of the bus.
Card readers are activated at designated bus • stops only – you cannot touch on or touch off at a card reader while the bus is in motion or between stops.
• When not at a designated stop, the card reader will display a ‘please wait’ message – if this message appears at your stop, please advise the driver.
Your guide to touch on and touch off on ferries Touch on at the beginning of your journey.
• Touch off at the end of your journey.
• On the ferry you can touch on and touch off • at either of the card readers located onboard – near the ticket seller and where you embark or disembark.
Card readers are activated at designated ferry • stops only – you cannot touch on or touch off at a card reader while the ferry is in motion and between stops.
• When not at a designated stop, the card reader will display a ‘please wait’ message – if this message appears at your stop, please advise the ticket seller.
Cancelling your journey To cancel a journey after you have touched on, wait 10 seconds and touch your card again to the reader while at the same bus or ferry stop (onboard the service) or train or tram station.
You must cancel your journey within 20 minutes or you will be charged a fixed amount.
You can only cancel a journey using the card reader nearest the driver onboard a bus, the ticket seller onboard a ferry or the reader located on the train or tram platform. If you’re at a gated train station, leave the station through a fare gate to cancel your journey.
The card reader will show:
A message that no fare was deducted.
• The available balance remaining on your • go card.
Transferring between services You can use your go card to travel on all TransLink buses, trains, ferries and trams in South East Queensland.
Your go card will automatically calculate one overall fare for your whole journey.
If you’re using a combination of buses, trains, ferries or trams touch on and touch off each trip.
If you change from one train or tram to another train or tram without leaving the station there is no need to touch off then back on again. Simply touch off when you arrive at your destination.
The card reader will show a continuation of travel message. You will only pay for one journey.
Transferring top tips:
A journey is the distance travelled from • departure to destination. A journey might involve several trips using different transport modes or routes.
A transfer is a change of transport mode or • route to another service or route at the end of a trip to continue a journey.
A trip is the distance travelled on one route.
• When you transfer to another route or service you’re commencing a new trip. You can make up to four trips within the one journey.
Your journey must continue from the same • zone or adjoining zone.
There is a one hour time limit between • transfers. That means you must touch on to your trip within 60 minutes of touching off at the end of your previous trip.
You must touch on to your final trip within • three and a half hours of when you started your first trip. You have six hours to complete the journey.
You can transfer up to three times across • all zones. 10 go card fares Your go card calculates how many zones you travel during each journey and then deducts the correct fare from your card balance.
How does it work?
When you touch on at the start of each journey your go card applies a fixed amount. When you touch off at the end of your journey your go card calculates the correct fare and adjusts your balance accordingly. The card reader displays both the fare deducted for your journey and your remaining card balance.
With go card you can travel as long as you have a positive card balance.
It is an offence not to touch on when travelling with your go card and failure to do so may result in a $220 fine.
Fares All fares, fees and charges are effective as at 3 November 2014 and are subject to change at any time.
Adult fares (November 2014) travelled Zones
The next time you use your go card the card reader will show that you have been charged a fixed amount. If you see this message do not touch on again, your touch has been recorded.
If you have incurred a fixed amount as a result of a system or device fault you can apply for a balance adjustment within eight weeks of the occurrence by calling TransLink on 13 12 30, and an investigation will occur to validate your claim.
The fixed amount applied when you touch on for journeys that start at an Airport station differs from the standard TransLink fixed amount.
Adult and senior go card holders $30 Concession go card holders $25 Child go card holders $12.50 For more information about Airtrain fares please contact Airtrain by visiting www.airtrain.com.au or calling (07) 3216 3308. Please note, Airtrain services do not contribute to TransLink fare discounts and savings including 9 and Free and 1, 2, Free.
go card fees and start-up costs Before you start using your go card, you will need to add value to your card and pay a refundable deposit. This deposit is like a safety net which allows you to finish your journey even if you have insufficient funds on the card (as long as your balance is positive at the start of your journey).
*This fee is currently waived Please note: If you purchased an adult go card before 2 December 2009 your $10 deposit is still valid. If you purchased an adult go card before 6 May 2013 your $5 deposit is still valid.
Savings with go card A go card is 30 per cent cheaper than the cost of a single paper ticket. There are many more ways a go card will save you money. Understanding the discounts available will help you to maximise your savings.
Off-peak discount When you travel between 8:30am to 3:30pm, after 7pm until 3am on weekdays, anytime on weekends or public holidays you’re travelling in off-peak times.
When travelling during off-peak times you receive an additional 20 per cent saving off your go card fare.
Frequent user discount In addition to the above savings, you travel free after your 9th paid journey in a seven day period, from Monday to Sunday, regardless of zones travelled.
The frequent user discount resets every Monday.
One, Two, FREE Use a Seniors Card +go, a senior go card or a green pensioner concession go card for two journeys on the same day and travel FREE on your go card for the rest of the day.
For more information about what a journey is, go to page 10.