Ministerial Statement: Set and forget with go card auto top-up

[ozbob]

Minister for Transport
The Honourable Rachel Nolan
02/12/2009

Set and forget with go card auto top-up

The growing number of go card users now have the option to "set and forget" with auto top-up now available to TransLink customers.

Transport Minister Rachel Nolan said the auto top-up function would mean go card users could be assured their card would always be in positive balance before using trains, buses or ferries on the TransLink network.

"This is a major new piece of functionality on the go card system," Ms Nolan said

"Customers now have the choice to avoid queues at ticket machines altogether and to avoid any last-minute detours when the balance on their card gets low.

"The go card already offers enormous benefits when used on public transport and auto top-up will provide another important time-saving option for customers as we move towards a paperless ticket system in 2011.

"Auto top-up will allow go card users to pre-set their desired top-up amount - between $20 and $200 - which will be immediately be added to their card when the balance falls below $5.

"Setting up the auto top-up options is a simple matter of registering your go card at www.translink.com.au and clicking on the auto top-up option linked to your account.

"The funds transfer is immediate when your card reaches $5 and the credit transferred is available for immediate use.

Ms Nolan said record numbers of passengers had been switching to go card each day following the recent fare change announcement.

She said auto top-up card would not affect the high level of information security on the go card system.

"There is no information on the go card which is linked to a bank account or credit card," she said.

"Having your card registered also provides additional security with the card's balance and deposit available to the customer should the card be lost, stolen or damaged."

For more information about auto top-up visit www.translink.com.au or call 13 12 30, 24 hours a day, seven days a week.

[ozbob]

About time ... 

$5 might be a tight for some ...

[ozbob]

I have just set my auto-topup.  It appears to be a forward credit so that you are already pre-debited so it is ready to roll.

Here is the screen of my topup receipt.  (Personal data wiped)

[ozbob]

Yes, can confirm is a pre-debit, my credit card has been debited immediately.  So that money is another source of interest for TL until the threshold on the card ($5) is reached.

They don't explain that in the statement ... LOL

[ozbob]

I just set the auto-topup for Mrs Ozbob as well.   Seems to work fine if you can live with the notion of pre-debit on your credit card.

[ozbob]

Bit of history ...

================

Media Release 28 June 2009

SEQ: Go card auto top up, where are you?

RAIL Back On Track (http://backontrack.org) a web based community support group for rail and public transport and an advocate for public transport commuters has said it is interesting to observe the professional roll out and introduction of the govia e-toll free flow tolling system and contrast that to the roll out of the go card.  The go card has been in routine use for over 15 months and users are still waiting for the automatic top up function to be introduced. Govia users will have this facility from day one.

Robert Dow, Spokesman for RAIL Back On Track said:

"Every time a registered go card user accesses their online go card account they see the dead automatic top up function.  Why hasn't it been introduced, it would help many users to have this functionality?"

"The govia system will have automatic top up available from its introduction (1). It seems with the go card, things are very slow.  Does this reflect problems with the Cubic contract?  Is it too difficult to update the software for the go card or is it too costly?  How will we ever know as the contract is not public in any case."

"Why aren't we moving forwards with smart options for the Go card?  It is little wonder that many refer to the go card as the 'slow' card."

Reference:

1.  https://www.govia.com.au/govia/information/Tolling+products/go+viatag/go+viatag

Contact:

Robert Dow
Administration
admin@backontrack.org

[Jon Bryant]

Set up as well.  Well done Translink. Late but done!

[STB]

Mine is now set up and ready to be used.  Just have to wait until I've used another 20 odd journeys to see it in action .

Will be interesting to see how many people take up this option.  It will save on time for those who do top up on the bus (especially in peak hour aka those Logan users), who then also then not touch a third time, then get a penalty fare, seems to be happening quite a bit lately from my observations. 

I guess the biggest problem will be not only getting the information out to the public but also educating them in using this option.  I suspect a lot will continue doing the manual top up for some time yet.

[ozbob]

Well, I touched on at Roma St heading home on the Redbank flyer (today IMU170) and was rewarded with a $40 topup on my card, even though I was well above $5 (around $27)  ....  bit odd?  

Maybe it does an initial topup to set up the cycle?  No real explanation of that, but since when have we been told much on matters go, always been trial and error of sorts ...

How this is going to work will be interesting as many fares are > $5.

[STB]

So it treated it as an online top up?  That's what normally happens with online top ups of the past.  I have a nagging feeling that it wasn't meant to do that.

[ozbob]

Just checked my credit account, no additional debits other than the $40 for the setting of the auto top up.

If you look at the receipt above it does show two entries, so I can only guess that this must be the way it works.  The initial  'auto top up' some how programs the card to auto add your top up amount below the threshold?   Does seem a bit odd and I am sure that most folks won't expect the money to be added the first time until they get to the $5 threshold.   

Because when you think about, say you are on a bus that is not in contact with the main system the card must be programmed to auto top up at $5?   Only guessing ..

[ozbob]

This is what it looks like online.

First image  shows top up now as 'active'



Second image shows the additional screen information when the i next to status clicked



Looking at this I can only assume that what I suggested above might be the case ...

[ozbob]

Looking at the history shows this

02-Dec-09 03:57:57 PM     Touch on     Roma Street         
02-Dec-09 03:57:57 PM    Activate auto top up    Roma Street        
02-Dec-09 03:57:57 PM    Top up/Adjustment    Roma Street    40.00    

Topup/Adjustment is the normal entry for a top up but that has the new 'Activate auto top up'  with it ...

Yes, that seems the way it works ...   

[STB]

From Twitter.

TransLinkSEQ

A top-up is required during setup to activate the on going auto top-up feature.

[ozbob]

That seems to be it STB.  Have you touched post auto-topup activation yet?  Be interesting to see what happens.


What hope the average punter in comprehending all this?   

[Derwan]

It seems strange that you have to top up to set up the auto top up.  But by the looks of things, it activates something on the card itself - so perhaps the top-up is required as part of that process.

I'll be topping up in a few days, so will activate it then. 

[STB]

My only real worry is that it's not said anywhere (at least I could find) that it would automatically debit the money and put it on the card before the auto top up would start.  If I think like an ordinary passenger, my logic would say that it will top up next time I go below $5.

Other than that, I'll see how I go when I travel next.

[Derwan]

I thought of this too.  People with new cards may never have topped up online.  There needs to be a way to verify that the credit card information is correct before auto top-up is enabled.  Perhaps that's why it does a top-up as part of the process.

There needs to be some sort of message though...  "Note: If auto top-up is selected, a top-up for the selected amount will occur immediately, followed by auto top-ups once the balance falls below $5."

[Jon Bryant]

Used card this morning and it had topped up with my $40 even though I was well above the $5.  No real issue as I burn through it quick enough.

[ozbob]

Thanks Jon, yes that is the way it works by the looks of things.  They should have flagged that in the initial statement.   Go!

[brismike]

I wonder how many people will use this auto top up . . set at say $30 or $40 .. and then perhaps lose their card. 

If they don't realise they have lost it, or are a bit slow advising it as lost to Translink, they could get caught out. 

Someone finding the card could just go on merrily using it and getting auto top ups as they go. 

I only use mine occasionally on rainy days so I think i'll leave mine as manual top up. It is easy enough to do online. 

Although the last time I did it I had problems getting the system to recognise the top up. It was shown as a pending transaction for over 48 hours. In the end I rang Translink because It had by then gone into a negative balance. They said just go to a card reader that vends tickets and hold it against the machine for 5 seconds to get a card balance, it will then pull the pending transaction through onto the card. 

I did all that and it worked but it seemed strange to me that I would have to do that. I always thought it would just automatically transfer to the card the next time you used it. They said no . . sometimes it dosen't work that way and you have to go thru the process I have mentioned. 

All fun and games isn't it.     

[dwb]

Pre-loaded the new way to go - Thursday 3 December 2009

Buying a go card is getting easier and easier with a new product to hit the shelf before Christmas.

Transport Minister Rachel Nolan said new pre-loaded $20 go cards would be available from an ever-increasing pool of retailers as part of the move towards paperless public transport by 2011.

"The pre-loaded card is a ready-to-go, off-the-shelf product similar to a pre-loaded phone card," Ms Nolan said.

"Pre-loaded go cards will be a big help in getting people to try the go card and we know that once commuters become familiar with the technology, they swear by it and the benefits the card offers."

"Using a go card can cut boarding time on buses from 11 seconds to just three.

"On top of the time savings, it is cheaper to use the go card so you can understand why people are looking for new ways to make the switch from paper tickets to smart cards."

Ms Nolan said a major benefit of the new product was that retailers could sell $20 pre-loaded adult, senior and child go cards without the need for the installation of expensive top-up facilities.

"The cards will carry $15 worth of travel and a $5 deposit which allows travellers to use the card to get home once the stored value reached zero," Ms Nolan said.

" go cards will represent even greater value over paper tickets from January 4 and the new product will make a great stocking filler for those still using paper tickets.

"Record numbers of passengers have been switching to go card each day following the recent fare change announcement and the pre-loaded product will only add to that momentum."

Ms Nolan said people could visit the TransLink website to find their nearest retailer.

"The number of go card retail outlets is increasing by the day and this pre-loaded card allows us a great deal of flexibility in terms of welcoming new retailers to the go card network," Ms Nolan said.

Once a go card is purchased there are numerous locations where value can be added to the card, including:

    * selected go card retailers, 7-Elevens and SupaNews newsagents and other independent retail outlets
    * ticket offices at selected QR train stations
    * fare machines at all train stations
    * over the phone (13 12 30) and via the TransLink website (www.translink.com.au).

From Wednesday December 2, all new adult go cards will have their deposit reduced from $10 to $5 in line with the new product.

The bit in bold is at best a mistruth, I really wish they'd get this right. Go card is only cheaper than SINGLES!

[dwb]

http://www.translink.com.au/go_faq.php#q20

20. At what amount will my go card automatically top up?

Your go card will automatically top-up whenever it falls below $5.

21. What are the top-up amounts?

You can nominate a preset amount starting from $20, increasing by $20 increments up to a maximum of $200.

22. How do I change my auto top-up amount?

You can change your auto top-up amount anytime simply by contacting the call centre on 13 12 30 or log onto your account online at www.translink.com.au.

It will usually take approximately 48 hours for any changes to be processed.

23. How do I cancel my auto top-up?

You can cancel your auto top-up anytime. Contact the call centre on 13 12 30 or log onto your account online at www.translink.com.au

24. My credit card is going to expire soon - what do I do?

If your credit card is about to expire you will need to update your billing details before your next auto top-up is generated, otherwise the transaction may not occur and you may not be able to continue travelling without topping up manually.

You can top up your go card manually:

    * online
    * at go card retailers
    * at selected QR stations
    * on board TransLink bus services (except Brisbane Transport buses) or
    * phone 13 12 30 (24 hours a day, 7 days a week).

Note: You can change your billing information including your credit card details at any time online or by phoning 13 12 30.

25. My credit card has expired - what do I do?

If your credit card has expired before your next auto top-up is generated, the transaction may not occur and you may not be able to continue travelling without topping up manually. You will then have to reapply for auto top-up and the facility will have to be reactivated.

You can top up your go card manually:

    * online
    * at go card retailers
    * at selected QR stations
    * on board TransLink bus services (except Brisbane Transport buses) or
    * phone 13 12 30 (24 hours a day, 7 days a week).

26. My credit card has been lost or stolen - what do I do?

If you have an alternative credit card you can go online or phone TransLink on 13 12 30 (24 hours a day, 7 days a week) and change your billing details. A customer will need to do this prior to their next top up, otherwise the top up may not occur and they may need to top up manually via other means before travelling.

If customers don't have an alternative credit card, they will need to phone 13 12 30 as soon as possible and cancel their auto top up. Customers will also need to report the loss of the credit card to their bank. Please note customers will be required to reapply for auto top-up in order to re-establish this feature once cancelled.

27. My go card has expired - what do I do?

Contact the call centre on 13 12 30 to arrange for a new card. Any balance you had on your old card can be transferred to your new go card.

28. My go card has been lost or stolen - what do I do?

Phone TransLink on 13 12 30 to calcel your card, available 24 hours a day, seven days a week.

If you wish to arrange for a new card while you are on the phone, the balance of your lost or stolen card can be transferred to your new card, and mailed to you. The call centre can also arrange to register your new card, and set up auto top-up.

29. Can I sign up for auto top-up online with my credit card?

Yes, if your card is registered simply log onto "Manage my account" and select the Auto top-up tab.

30. What happens if there is not enough credit on my credit card?

The money will still be loaded onto your go card.

31. What credit cards are accepted?

Only Visa and MasterCard are accepted.

32. Are there any charges for auto top-up?

No, this is a free service provided by TransLink.

33. How many go cards can be linked to the same credit card?

Multiple cards can be linked to the same credit card.

34. Will I be sent a regular statement detailing my top-up amounts?

No - you will be able to view your transaction history on-line where you can see all the dates and amounts of your auto top-up transactions.

The bits in bold are interesting... so that means there are no "dishonour" fees if the transaction is rejected like many billers charge... and yet the money is still credited to your go card... is this because it is always one transaction ahead of itself and can just keep resubmitting the debit day by day until it goes through which would be before you reach $5 the second time!?

[Jon Bryant]

I still don't understand why all attended stations can not sell them?

[Derwan]

The bits in bold are interesting... so that means there are no "dishonour" fees if the transaction is rejected like many billers charge... and yet the money is still credited to your go card... is this because it is always one transaction ahead of itself and can just keep resubmitting the debit day by day until it goes through which would be before you reach $5 the second time!?

I think this was a sticking point around the introduction of auto top-up.  (I remember hearing about it a while ago.)  The amount is added to the Go card before the credit card transaction is authorised.  I think it occurs this way to ensure the amount is added as soon as you touch with a balance below $5.  This also relates to my previous comment about CC details having to be confirmed with the initial transaction.

I think things happen in this order:

• Set up auto top-up online.  Top-up is processed to confirm CC details are correct.
• During next touch, top-up is applied and auto top-up is activated on the Go card itself.
• Touch with a balance below $5, pre-set top-up amount is automatically added to the Go card (based on the settings on the Go card).
• Pre-set top-up amount is taken from the CC.

If the transaction had to be authorised prior to the top-up being applied, a message would have to be sent to the system when the card goes below $5.  This could take a day for buses.  The transaction would then have to occur, with a message being sent back to the Go card to apply the top-up - another day for buses.

If the CC has insufficient balance or has expired, my guess is that it will keep trying - or it will go through anyway (resulting in an over-credit limit charge from the bank where applicable).  If the CC has expired, my guess is that the amount will automatically be taken back off of the Go card and auto top-up deactivated.  This is why it says, "you may not be able to continue travelling without topping up manually."

[STB]

So far the Auto Top Up hasn't activated on my card yet, but I suspect that it's due to my bank taking 24 hours for debits to clear and therefore being uploaded to the Go Card system.  Will check tomorrow.

[STB]

Well, the Auto Top up has worked and is now activated on my card.  I did a check on the AVVM to see what it would say in the card history and the message it gives is 'Top Up - $20.00', 'Card Updated', 'Touch On'.  Neat.  I'm very  happy, the real test now is to see what happens when it reaches the $5.

[ozbob]

Thanks for the update STB.  It will take a while for my card to run down, but going down to the Gold Coast on the 14th will help!

[Derwan]

Just set mine up online.  Not sure if Bob or others got this message, but it explains that the amount will be charged immediately and then every time the balance goes below $5.



You should also have a look at the Auto Top-up Agreement.

Examples of things you agree to include:

• will ensure that the nominated credit card account is valid and has available credit to enable auto top-up transactions at all times
• accept liability for any fees incurred from my/our financial institution in the event that there is insufficient credit in the nominated credit card account at the time an auto top-up transaction is triggered

Also...

If at the time an auto top-up transaction is triggered, there are insufficient funds in the credit card account nominated in the electronic application, the auto top-up transaction may be rejected by your financial institution and a fee may be charged to your credit card account by your financial institution. TransLink will treat the payment as if it was never made. If TransLink incurs any costs, bank fees or charges as a result of a dishonoured auto top-up transaction, these fees may be passed on to the credit card holder as a charge.

If the transaction fails, TransLink "may":

• deduct or set-off any monies payable by the credit card account holder(s) to TransLink from the balance of any go card issued to or held by the credit card account holder(s); or
• suspend or terminate auto top-up and/or any or all go cards linked to the primary card holder for such period as may be determined by TransLink.

[ozbob]

Just observed the first auto topup, member STB noted auto-topup of card at Shorncliffe.  Card was showing 13 cents following a touch off at Shorncliffe journey from Varsity Lakes. Checked at AVVM and card had topped up, although this was not obvious until card checked on AVVM.

So it works!

 

[Mozz]

Woohoo first auto top up of my go card worked. It did take 7 days to appear as processed by my financial institution with 2 days being public holidays and 2 days weekend:

Posted Date        Effective Date       Desc                                 Debit
31 DEC 2009      24 DEC 2009      TRANSLINK BRISBANE            $40.00      

[awotam]

Went to Sherwood Station on Monday morning with my brand new Go Card. Pre-loaded with $10, auto top-up of $20 applied on line over the weekend. Touched on at one of the card readers, display read-out advised me to "seek assistance". So I sought assistance, and the QR staffer advised me to try it again. I tried again with same result, so he suggested I try it on the ticketing machine to check my balance. I did so, and it confirmed I had $30 available. By now, the train was on the platform so I got on. Fingers crossed all the way to Roma St, where I spoke to the TTO's at the gates. The one out of three who had one of the card readers checked it and advised I'd topped up $20 at Sherwood that morning.. no, I said, I did that on line over the weekend. He was unable to tell me why I'd been asked to "seek assistance", though, putting it down to a "glitch". But it seemed as if all was well with the card, so he allowed me to proceed without touching off, telling me it should operate correctly when I touched on again on my return trip. Which it did, and has done since. Now after reading the above, it seems the on line part only "enables" the top up, and it isn't activated until you touch on. Which I'm hoping is the case, as it's now below the $5 mark, and although my summary and top-up screens are both saying that auto top-up is set up and active, my balance still shows as $2.48, and there's nothing I can find to show that the top-up amount is being processed... 

[dwb]

@ awotam

The way the autotop up works is that you submit your details via the web, it charges your credit card account (usually straight away) and then, once you tag on when your balance is below $5, Translink puts the money onto your Go card. For the prior duration it is just sitting in their account earning interest.

The "seek assistance" message could well have been a glitch for the tag on for travel component, however it seems the balance was downloaded to your card when you did touch. All balance adjustments are textually explained with the location of where you touch, not where it originated (hence "Sherwood" not "autotopup" as might be expected) - this is why the TTO said you put credit on the card at Sherwood - he just read the text description of the transaction to you. As the card had not been touched on for travel he didn't get you to touch off... that would have charged you a penalty.

Seek assistance errors come and go, just remember to always do everything in pairs... that is, if you touch on you also have to touch off for each leg of a journey (except transfering train to train bc you don't leave the 'paid area'). If you can't touch on then you don't touch off its that simple.  The terms and conditions of use stipulate that you are meant to look for another functioning device - one malfunctioning device at a station is usually not a good enough excuse not to travel with a fare, however it is reasonably common for the system to have a glitch or error and hence you effectively get a free trip... this tends to occur more on buses than rail as they aren't hardwired into the system.

Hope this helps

[awotam]

Thanks, it does... 
The balance only fell below $5 on Friday night when I touched off, so the top-up hasn't been tagged yet. Will no doubt find out tomorrow.. And I'm not complaining about getting my first trip free either 

[Derwan]

The way the autotop up works is that you submit your details via the web, it charges your credit card account (usually straight away) and then, once you tag on when your balance is below $5, Translink puts the money onto your Go card. For the prior duration it is just sitting in their account earning interest.

Just to clarify... when you enable top-up, it actually charges your CC and applies a top-up, which is added to the Go Card when you next touch on regardless of the balance.  (This happened to awotam, which is why his balance went to $30.)

When you next touch on with a balance below $5, the auto top-up is applied to the Go Card and then your CC is subsequently charged.

Hope this helps. 

[ozbob]

Transport and Multicultural Affairs
The Honourable Annastacia Palaszczuk
11/04/2011

Go card auto top-up users hit 100,000

The 100,000th customer is expected to sign up to experience the convenience and time-saving benefits of the go card auto top-up system today.

Transport Minister Annastacia Palaszczuk said the auto top-up milestone occurred just over a year after the new functionality for go card became available.

"More than 100,000 commuters have used auto top-up since its introduction," Ms Palaszczuk.

"This milestone comes on the back of go card now being used for 80 per cent of all weekday travel across the TransLink network.

"This time last year, go card use was about 50 per cent.

"This is a fantastic result showing just how much our go card system is maturing and continuing to grow, despite only being introduced in 2008.

"This high level of smartcard uptake is comparable to other mature smartcard systems in other cities, including London.

"Now with the success of auto top-up, we are making travel easier for the people of South East Queensland."

Auto top-up is free and easy to set up and always ensures you have enough credit to travel to any destination when you want.

When your go card balance falls below $5, auto top-up automatically triggers a pre-selected top-up amount of between $20 and $200.

"This is great function for people who want to take the worry out of topping up as they don't have to remember or wait to top up their go cards at stations, newsagents or convenience stores," Ms Palaszczuk said.

[BrizCommuter]

Transport and Multicultural Affairs
The Honourable Annastacia Palaszczuk
11/04/2011


This milestone comes on the back of go card now being used for 80 per cent of all weekday travel across the TransLink network.

So 20% of journeys are still being taken with paper tickets and their hyper inflated prices.

No wonder the go card lite was dropped, when paper tickets are still a cash cow!

[Fares_Fair]

I agree with you for once BrizCommuter    

They jack up paper ticket prices by 45% and people still use them in lieu of Go card.
I can only assume that this is because of infrequent users who do not recognise the need for a jolly card.

Must be doing wonders for our international (rip off the) tourist reputation.

Regards,
Fares_Fair.

[#Metro]

I think it is fair.
If you hold the bus up, you get stung. If you lose your card you get stung.
If you forget, you get stung.

If you leave and drive a car, you get stung at the pump.

Responsible adults should get organised and get a card or cough up. Maybe they should jack up the price to $5 a nice even round number.  
With proper capping there is no need for a tourist card.

[Gazza]

Agreed, paper ticket holders deserve to get stung due to the burden they are on the system. Think about if, if paper tickets didn't exist.

-Ticket machines would be about half the size (cheaper to install, hence we could have greater coverage), since they wouldn't need to take coins and give change. This in turn reduces running costs due to not having to restock coins/less paper.
-Buses would run on time better.
-Barrier lines would not need a staff member letting paper tickets through.

The argument about infrequent users and tourists just doesn't wash with me.

Tourists can buy a GoCard, just as you would buy an Oyster when you touch down in London.

Infrequent users should have one anyway, since a GoCard is cheap to buy, and will pay for itself after even a few uses. Think about a GoCard like a video store card/retailer discount card/boat licence/gun licence/theme park VIP pass etc. People who have these things wouldn't use them that regularly/every day, but you just have it with you anyway.
So in conclusion, infrequent users that don't have a go card and complain about the cost are clearly whingers.