Sometimes circumstances outside of your control mean you can’t tag-off, often in these cases you’ll hear “please tag-on at the front” or “fare already paid”.

Snapper is now issuing automatic refunds of penalties where a customer has tried to tag-off the bus but has not been able to, so you don’t need to worry about getting in touch with us to request a refund.

If you think you’ve been unfairly penalised but have not received your refund in 2 working days, you can query this in your transaction history by selecting the trip you want to check and click the HELP button.

If you’ve lost your registered Snapper card you can transfer your balance, pass and concession across to a new card. Log into your Snapper account and select the ‘Get Help’ option against the applicable card. Under the new drop down, tap Transfer Balance/Block Card. You will then be emailed a 9 digit token number plus instructions how to transfer your balance. Once the balance has been transferred to a new Snapper, the old card will be permanently blocked.

Check out our latest post about Returning to school with Snapper for all the need to know information and to apply for a concession online.