Frequently asked questions
Please choose a category from the FAQ menu on the left, or pick from the most popular frequently asked questions below. If you still can't find what you need, try the Snapper search.
On this page:
- How do I view my transaction history?
- How secure is a Snapper?
- Can children use a Snapper Red?
- How do I use MySnapper with a Snapper Feeder?
- What is a travel concession?
- Why has my log in changed?
- What do I do if my Snapper is lost or stolen?
- How do I top up with MySnapper?
- How do I purchase a travel pass with MySnapper?
- What does a pending reload message mean?
- What happens if I break my Snapper?
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How do I view my transaction history?
- If you already have a Snapper account, then register your Snapper now. This also gives you the added benefit of being able to protect the funds that are on your card should you lose it.
- If you haven’t previously registered a Snapper, create a Snapper account. With a Snapper account you’ll be able to register as many Snappers as you like and will always get a balance on the homepage as soon as you go to snapper.co.nz
- Viewing transaction histories is now just one click away from the homepage when you’re logged in, or quickly accessible through the My account link from the main menu.
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How secure is a Snapper?
Snapper "smartcard devices" are the latest generation of smart chipped devices that provide the highest levels of security and capability.
The Snapper card meets international standards criteria and has been certified and integrated into the New Zealand electronic payments infrastructure through the EFTPOS network.
Snappers use a Triple DES encryption when it communicates with a Snapper reader, providing a unique secure transaction every time it is used for a top up, balance inquiry, or purchase.
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Can children use a Snapper Red?
Yes, all secondary school students (Year 9 to Year 13) should use a Snapper Red.
The classic Snapper Red comes pre-programmed to charge an adult fare. However, a travel concession can be applied onto the Snapper which in the case of secondary school students who are in full-time education entitles them to the same child fare concession as a Snapper Green.
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How do I use MySnapper with a Snapper Feeder?
- Launch MySnapper.
- Insert the Snapper Feeder into your computer’s USB port.
- Slide a Snapper under the clip on the Snapper Feeder.
- Your Snapper balance will appear in the left-hand column of the MySnapper window.
- If you want to check another Snapper, simply slide the first one out from under the clip and slide another one in. MySnapper automatically detects that you’ve swapped Snappers and will give the balance for the Snapper that’s now in the Feeder.
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What is a travel concession?
A travel concession is applied onto a Snapper so the user can receive discounted travel if they are entitled to it.
Once a Snapper has had a concession applied onto it, it becomes that cardholder's personal Snapper and shouldn't be used by anyone else.
A Snapper Green and Snapper Mini.Jr already has a travel concession applied on the card and will only charge the discounted child travel concession on Wellington bus services that have Snapper.
See also Where can I get a travel concession applied or renewed on my Snapper?
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Why has my log in changed?
With the launch of the new Snapper website we simplified the log in process. If you had a Snapper account on our old website, and you're not sure what to do, then here's what's changed.
- On the old Snapper website, you had a Challenge Question such as "What's my favourite colour?" or "What's my mother's maiden name?"
- The answer to your Challenge Question on the old site is now your password on this website.
- So if your Challenge Question was "What's my favourite colour?" and your answer was "Purple", then "Purple" is your password on this website.
- Simply log in with your usual email address and your password as described above and enjoy all of the great new features of the brand new Snapper website.
If you have any problems and find that you can't log in then you can select the "I've forgotten my password" link from the Snapper homepage.
If you have successfully logged in, but would like to change your password, the go to My account and select Manage my account.
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What do I do if my Snapper is lost or stolen?
If your Snapper is lost or stolen and you have registered it, then just call our Helpdesk on 0800 555 345 and let us know.
We'll put a block on your Snapper so that no one else can use it. After three working days we'll arrange to transfer your balance to a replacement Snapper. You'll need to pay for the replacement Snapper.
- Have a Snapper account already? Register your Snapper now.
- Don't have a Snapper account yet? Set one up now and register your Snapper at the same time.
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How do I top up with MySnapper?
- Launch MySnapper, and ensure you are online.
- With a Snapper USB in your computer’s USB port, or a Snapper Feeder with any type of Snapper, just select Top Up from the menu in the left-hand side of the MySnapper window.
- Type the amount you’d like to top up your Snapper with in the box that says “amount”. Please note there is a minimum top-up of $10 and it is not possible to have more than $300 on a Snapper at any time.
- Complete your credit card details.
- Hit the “Top up” button.
- The display will confirm the amount of the top up and your new balance.
- The Snapper balance in the left-hand column of the MySnapper window will also be updated.
- To top up another USB or any other Snapper, simply remove the current device, slip in the new one, and do it all again.
- If you need a receipt, you can print one out directly after your successful top up.
We've also made sure that topping up with MySnapper is as safe as possible. If your top up is interupted for any reason after you make a payment, the system will realise and a pending reload will be generated for your Snapper.
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How do I purchase a travel pass with MySnapper?
- Launch the MySnapper application, and ensure you are online.
- With a Snapper USB in your computer’s USB port, or a Snapper Feeder with any type of Snapper, just select Purchase a pass from the menu in the left-hand side of the MySnapper window.
- Select the type of pass you would like to purchase and select Buy now.
- Complete your credit card details.
- Please check the terms and conditions and tick the box to confirm that you have read them.
- Hit the “Buy now” button.
- The display will confirm the details of the travel pass that you have just purchased.
- The pass details in the left-hand column of the MySnapper window will also be updated.
- To purchase a travel pass for another USB or any other Snapper, simply remove the current device, slip in the new one, and do it all again.
- If you need a tax invoice, you can print one out directly after your successful top up.
We've also made sure that purchasing a pass with MySnapper is as safe as possible. If your purchase is interupted for any reason after you make a payment, the system will realise and a pending reload will be generated for your Snapper.
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What does a pending reload message mean?
"Pending reload" means a recent top up or a Snapper refund (a credit that has been initiated to your Snapper) that has not been fully completed - the transaction was processed, but the value hasn't yet been loaded onto your Snapper.
To complete the top up using MySnapper, select the pending reload from the list on your screen and click "top up". You can also collect a refund via a Snapper service centre.
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What happens if I break my Snapper?
If you do find that your Snapper has been damaged or is faulty, then give the Snapper Helpdesk a call on 0800 555 345 and they'll diagnose the problem and help you get a replacement.