Christmas at Snapper With 2019 nearly done and dusted the team at Snapper HQ will be tagging off from Friday 20th December, returning on Monday 6th January 2020. Should you need any Snapper-based assistance over the holiday period, you have a few options: Self-service assistance online If you’re a registered cardholder and have recently topped up but don’t think your money has been added to your balance, you can log in to your account to see if it’s waiting for you to collect onto your card. How do I collect something? Topping up your Snapper should automatically download anything outstanding onto your card. If you’d prefer to collect something without having to top up, you have the following options: Use the Android Snapper Mobile app – hold your Snapper card against the NFC sweet spot on the back of an Android phone with the Snapper app downloaded. If you don’t already have the Snapper app open, holding the card to the back of the phone should launch the app. Anything outstanding will then download automatically to your card. Pop your card on a Snapper kiosk – anything outstanding will download automatically onto your card. Drop into one of our Snapper retailers and ask for a card balance – anything outstanding will show up and the retailer can download these onto your card for you. Use a Snapper USB Feeder – open the My Snapper desktop app, plug in a USB Feeder and slip your Snapper card under the clip on the Feeder. The app will display if the card has anything outstanding on it which you can download onto your card by selecting “Collect”. Please remember recent top ups may take a few hours to show up on the Snapper website. Visiting a Snapper kiosk or retailer, or using the Snapper Mobile app, is the best way to check your real-time balance. Having trouble collecting something we owe you? Please get in touch with us via in-app support, or log into your Snapper account and select the “Get Help” option next to your card. Tried to tag off the bus but couldn’t? We will continue to issue proactive refunds to cardholders who’ve tried and been unable to tag-off the bus over the Christmas break. If you believe you have been unfairly penalised and have not received a refund in two working days, please get in touch with us by logging into your Snapper account, select the trip in question from your transaction history and tap the “Help” option. Overcharged or had an issue with a bus transfer? If you believe you’ve been charged an incorrect fare you can let us know via the website. Simply log in to your account, select the trip in question from your transaction details and select “Help”. Getting assistance in person Wellington i-SITE opening hours Friday 20th to 23rd December – normal hours apply: Monday to Friday 8.30am to 5pm Saturday and Sunday 9am to 5pm Christmas hours: 24 December – 8.30am to 4pm 25 December – closed 26 December – 9am to 4pm 27 December – 8.30am to 5pm 28 December – 8.30am to 5pm 29 December – 8.30am to 5pm 30 December – 8.30am to 5pm 31 December – 8.00am to 4pm 1 January – 9am to 4pm 2 January – 8.00am to 4pm 3 January – 8.30am to 5pm Upper Hutt i-SITE opening hours Friday 20th to 23rd December – normal hours apply: Monday to Friday 9am to 4pm Saturday and Sunday 9.30am to 4pm Christmas hours: 24 December – 9am to 4pm 25 December – closed 26 December – closed 27 December – 9am to 4pm 28 December – 9am to 4pm 29 December – 9am to 4pm 30 December – 9am to 4pm 31 December – 9am to 4pm 1 January – closed 2 January – closed 3 January – 9am to 4pm Getting assistance by telephone Snapper’s helpdesk – 0800 555 345 – will be closed on public holidays, but otherwise available as normal on business days: Monday to Friday 8am to 6pm Saturday 8am to 1pm Wishing you and your loved ones a safe and happy Christmas.