MuniMobile Frequently Asked Questions

Use this page to help familiarize yourself with the features of MuniMobile, the official app of the SFMTA. Remember you can always access your account at sfmta.transitsherpa.com.

  1. Your Account
  2. Buying Tickets
  3. Using Tickets
  4. Clipper, Monthly Passes and More
  5. Transferring Tickets
  6. Other Questions 

1. YOUR ACCOUNT

Which phones and operating systems are supported?
iPhones running an operating system of 8.x and above, and Android phones running an operating system of 4.4 and above. 

How do I set up my account?
There are three ways to create an account: 

  1. After you first launch the app, you’ll see a prompt to create an account.
  2. Or, when you make a purchase you will be prompted to create an account.
  3. Finally, you can go to MuniMobile website, click “Register” and set up your account online.

What is the difference between creating an account and signing in?
“Create an account” if you don’t have one or want to create a new one.
“Sign in” if you want to use an existing account.

How do I reset my password?
Click on “My Account” in the navigation drawer and you will find a prompt to change your password. 

Do I have to use my real name when I create my account?
You can enter any name or nickname into the “full name” field when creating your account.  

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2. BUYING TICKETS

Will I have to create an account to purchase a ticket?
Yes, you need to download the MuniMobile app and then create an account in order to make a purchase. You can also make a purchase, manage your account, and view your purchase history by logging into the MuniMobile website (sfmta.transitsherpa.com) using your user name and password.

Do I need a credit card to purchase tickets?
Yes, you will need a valid MasterCard or Visa to purchase tickets using the mobile app or the MuniMobile website website.  You can also pay using your PayPal account.

How do I add a debit/credit card to my account?
Adding a debit/credit card can only be done through the purchase process.

When should I purchase my tickets?  
You can purchase your tickets any time before boarding as long as you have a cellular network or wireless connection.  If purchasing individual bus and rail, cable car, or SF Access tickets, be aware that tickets can be used up to 90 days after purchase. Passports can be used until January 31 of the following year. 

Do I need a wireless connection to purchase tickets or use a ticket?
Yes, you will need a cellular network or wireless connection to purchase tickets.  However, once you have purchased tickets, you do not need a network or wireless connection to use a ticket because they are stored on your phone. 

Can I store more than one card?
Yes. You can add another card while making a purchase and selecting the “Add New Card” button when prompted for payment options.  Your account can store up to three payment methods.

How quickly is the payment processed?
Once the payment is authorized, the purchase is processed immediately.

What if my credit/debit card declines?
First, confirm you have the correct debit/credit card details registered, such as Zip code and security code on the back. If these are correct, and the card still declines, you will need to contact your bank for further assistance.  

Where is my personal information and credit card information stored?
All personal and credit card information are stored on a securely encrypted Payment Card Industry Data Security Standard (PCI DSS) compliant server hosted by PayPal.

Do you accept commuter benefit cards?
Yes.  However, if you are having any difficulty entering a commuter benefit card, please email munimobile@sfmta.com with the name of your commuter benefit card provider.

I am eligible for reduced fares; can I get reduced fares through the app?  
Yes, but you must be prepared to show your proof of eligibility while riding on Muni, as well as within the paid areas of Muni stations. For more information on accepted forms of ID, refer to the Youth/Senior/Disability Discounts page.

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3. USING TICKETS

How do I use a ticket?
Open the MuniMobile app on your phone, and select “My Tickets” from the menu on the left of the screen. Select any of the tickets listed under “Stored Tickets.”  A window will pop up.  Select “Use Ticket.”

How will I know my ticket is active?
You will see an animation of a moving Muni vehicle, cable car, or SF Access van. The expiration date will display at the top of the ticket. Tapping on the left-facing arrow at the top left of your active ticket will return you to the “My Tickets” screen. Your active ticket will be shown at the top of the list, under “Tickets in Use.” 

When should I activate my ticket?
In the subway, activate (“use”) your purchased mobile ticket before passing through metro station fare gates. Show your active ticket to the station agent, and pass through the fare gate closest to the station agent booth. If the station agent is not present, you may still pass through the gate as long as your ticket has been activated.  Do not attempt to “tag” the gate.

When boarding a bus or train on the surface, use your purchased mobile ticket before boarding the vehicle. You may board through any door. If you feel more comfortable boarding through the front door to show your ticket to the transit operator, please feel free to do so.

For cable car, use your purchased mobile ticket once you are on board the vehicle. Show your mobile ticket to the cable car conductor.

When prompted by an operator, fare inspector, or station agent you can select the active ticket from the list of “Tickets in Use” and display the screen for visual validation. 

If an operator, fare inspector, or station agent requests that you activate the barcode on your ticket, tap on the barcode at the bottom right-hand corner of your active ticket.  To remove the barcode, tap again at the bottom, right-hand corner of your active ticket.

Do I use MuniMoble on the Clipper readers or on the fare gates in metro stations?
No, Clipper is not available on MuniMobile at this time. Follow the instructions above to activate and use MuniMobile tickets.

Do I need to enter the bus or train through the front door to use MuniMobile?
You may board through any door. If you prefer to board through the front door and show your active ticket to the transit operator, please feel free to do so.

Can multiple fares be purchased at one time?
Yes, you can purchase multiple tickets.

Can I use multiple tickets at the same time on my device for family and friends?
Yes, buying and using tickets for multiple riders on a single device is a great benefit of MuniMobile. For iOS devices, tap on the “Multiple Riders” toggle at the top of the screen in the “My Tickets” tab, and select the number and type of tickets needed for the group traveling with you. For Android devices, press and hold down on a ticket to select multiple tickets at once.

When using multiple tickets, the ticket that you display to the station agent, fare inspector, or proof of payment officer will show which types of tickets and the number of tickets used for the group.

Will a fare inspector or other SFMTA personnel need to handle my device?
No. SFMTA personnel are instructed not to touch a customer’s device.  If a fare inspector or station agent requests that you activate the QR-code on your ticket, tap on the small square QR-code icon at the bottom right-hand corner of your active ticket. To dismiss the QR-code, tap again at the bottom, right-hand corner of your active ticket. The QR-code embedded within the ticket is used by fare inspectors or proof of payment officers to verify valid transit fare.

If the ticket takes a long time to display, what should I do?
Some phones with older operating systems do not work as fast as newer phones. If you have an older phone that works a little slower, please be sure to give yourself plenty of time to activate the ticket before the vehicle arrives or entering the fare gates. You should also check to make sure you don’t have too many applications open on your phone at one time, which would also impact responsiveness of the app.

Can I see how much time is left on the active ticket before it expires?
Yes, the expiration date and time is displayed on the top of the ticket.  If your ticket expires and turns “gray” you may not board another vehicle without activating a new ticket.

What if the ticket expires before I can use it?
In the event that this should occur you would be required to purchase another ticket for your travel, same as any other ticket. 

How do I use the “interactive” feature?
Tap on the ticket and the ticket will change colors. Tapping again returns the ticket to its original state.  

What if my device battery dies?
You are responsible for showing proof of valid fare upon request by a fare inspector or other SFMTA personnel.  Only a visible, active ticket will be considered a valid form of fare payment.

I purchased tickets but have not used them yet. How long will they last?
Unused bus and rail, cable car, and SF Access tickets are valid up to 90 days after purchase (as is the case with tickets purchased from a vending machine).  Unused passports are valid until January 31 of the following year.

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4. CLIPPER, MONTHLY PASSES, AND MORE

Can I add Clipper onto MuniMobile?
No. Remember, Clipper is a regional ticketing platform. While Clipper is not available on MuniMobile at this time, our mobile ticketing app is a pilot. It is being evaluated as part of the region's planning process for the next generation Clipper product to be released in 2019.  Stay tuned.  

Why can't Clipper be added now?
This app was designed for Muni. Clipper is used by 13 different transit agencies across the Bay Area. There are intricacies trying to incorporate the two. We want our customers to have options. 

We thought it important to get a good wireless ticketing option to customers as soon as possible. 

Do I use MuniMobile on the Clipper readers or on the fare gates in metro stations?
Not at this time.

In the subway, activate (“use”) your purchased mobile ticket before passing through metro station fare gates. Show your active ticket to the station agent, and pass through the fare gate closest to the station agent booth. If the station agent is not present, you may still pass through the gate as long as your ticket has been activated.  Do not attempt to “tag” the gate.

When boarding a bus or train on the surface, use your purchased mobile ticket before boarding the vehicle. You may board through any door. If you feel more comfortable boarding through the front door to show your ticket to the transit operator, please feel free to do so.

For cable car, use your purchased mobile ticket once you are on board the vehicle. Show your mobile ticket to the cable car conductor.

Why can't I get a monthly pass on MuniMobile?
This is a pilot program, and the app is still evolving. As part of the program, we are going to evaluate what works well and what improvements we can make. That includes added functionality. We welcome your feedback at munimobile@sfmta.com.

Are inter-agency discounts offered on MuniMobile?
MuniMobile is a Muni-only service. Discounts associated with transferring from other agencies and transferring from Daly City BART to Muni are only available through Clipper. 

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5. TRANSFERRING TICKETS

What should I do if I get a new phone?
Your tickets are stored on your phone (which makes it possible to use them without an internet connection), so you need to transfer your tickets from your old phone to your online account before resetting your phone, uninstalling MuniMobile, or installing or logging into MuniMobile on a new device.  

How to transfer your tickets: 

  1. Do not delete the MuniMobile app before on your original phone.  If you remove the app, you will lose your tickets.
  2. Sign in to the MuniMobile website with your MuniMobile username and password.
  3. Click on "My Account" in the upper right hand corner. Then click on "My Tickets." 
  4. Click the red dropdown menu in the upper right hand corner of "My Tickets." Select “Unused Tickets." 
  5. Scroll down to the Transfer Tickets section. Select your original phone from the "Move From" dropdown menu. If you need to find your Device ID, check the "My Account" tab in MuniMobile. 
  6. Select ”New Device” from the "Move To" dropdown menu.
  7. Click the "Transfer Tickets" button. 
  8. Go back to the app on your original device, and in the “My Tickets” tab, pull to refresh the list of tickets or tap the refresh button. This completes the transfer of your tickets from your old phone to the website.
  9. Reload the MuniMobile website, and the location of your tickets should be the server.
  10. On your new device, install the MuniMobile app and sign in to your account.
  11. Go to the “My Tickets” tab.  At this point, your tickets should appear on your new device. 
  12. If you reload the MuniMobile website, tickets that were located on the server should now appear on your new, reset or upgraded phone.

Note: You cannot transfer active single trip tickets.

What should I do if my phone was lost or stolen? 
If your phone was lost or stolen, call 311 (within San Francisco only) or 415.701.2311 for assistance locking your phone and/or transferring tickets to a new phone. 

What if I lost my device, or I purchased the wrong ticket? Can I get a refund?
No, MuniMobile tickets are non-refundable with the exception of cable car tickets or passports activated during verifiable cable car service outages.  Additional information can be found on our Refund Policy page.

What should I do if I want to reset my phone or conduct a major upgrade?
Your tickets are stored on your phone (which makes it possible to use them without an internet connection), so you need to transfer your tickets from your old phone to your online account before resetting or upgrading your phone.  Be sure and transfer tickets before you start the resetting or upgrading process.

How to transfer your tickets: 

  1. Do not delete the MuniMobile app before on your original phone.  If you remove the app, you will lose your tickets.
  2. Sign in to the MuniMobile website with your MuniMobile username and password.
  3. Click on "My Account" in the upper right hand corner. Then click on "My Tickets." 
  4. Click the red dropdown menu in the upper right hand corner of "My Tickets." Select “Unused Tickets." 
  5. Scroll down to the Transfer Tickets section. Select your original phone from the "Move From" dropdown menu. If you need to find your Device ID, check the "My Account" tab in MuniMobile. 
  6. Select ”New Device” from the "Move To" dropdown menu.
  7. Click the "Transfer Tickets" button. 
  8. Go back to the app on your original device, and in the “My Tickets” tab, pull to refresh the list of tickets or tap the refresh button. This completes the transfer of your tickets from your old phone to the website.
  9. Reload the MuniMobile website, and the location of your tickets should be the server.
  10. Once your device has been reset or upgraded, install the MuniMobile app and sign in to your account.
  11. Go to the “My Tickets” tab.  At this point, your tickets should appear on your new device. 
  12. If you reload the MuniMobile website, tickets that were located on the server should now appear on your new, reset or upgraded phone.

Note: You cannot transfer active single trip tickets.

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6. OTHER QUESTIONS

What if the app is unresponsive?
Try logging out of the app and logging back in, and then try powering your phone off and then back on. Do not delete the application.

If I purchase tickets via the sfmta.transitsherpa.com website, can I use them on my phone?
Yes, when you purchase tickets via the MuniMobile website, the tickets will be downloaded to your phone automatically. 

I purchased tickets online at sfmta.transitsherpa.com, but I do not see the tickets on my phone.
Upon completing a website purchase, if you do not immediately see the tickets in the My Tickets screen, refresh the screen, and your tickets will appear.  If the tickets do not appear under “My Tickets”, you can check your “Order History” on the MuniMobile website, to confirm that the ticket purchase was processed.

I did not receive a confirmation email when I purchased tickets, did my order go through?
Check your junk/spam email folder, the confirmation email may have ended up there. You should be able to see your purchase under “My Tickets” in the Rider App (make sure you pull down to refresh!) or online at the MuniMobile website.  If the tickets do not appear under “My Tickets”, you can check your “Order History” on the MuniMobile website, to confirm that the ticket purchase was processed.

How many tickets can I purchase at one time? How many tickets can be stored on the MuniMobile app?
Your MuniMobile app account can store up to 60 individual tickets, and customers can purchase up to 60 tickets at one time.

Is there a limit to the number of ticket purchases I can make in one day? 
The MuniMobile app allows customers to make a maximum of five purchases in a 24-hour period.

Can I use the same phone/phone number for multiple MuniMobile accounts?
No, the mobile phone number associated with a MuniMobile app account is a unique identifier, and can only be used with one MuniMobile app account.

How do I change the name or address associated with my account? 
Visit the MuniMobile website, enter your username and password, select “My Account,” and select “Edit.”  You will be able to edit all of the personal information associated with your account.  Don’t forget to select “Save Changes” when you are done!

If you need assistance, call 311 (within San Francisco only) or 415.701.2311.

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