Since moving to level two, you will have noticed some changes when catching the bus. The Snapper equipment has been reconfigured so you can now board and tag-on at the front door again. We ask you to ensure you maintain a physical distance when boarding to protect yourself and the drivers.
Using the bus
Tagging on and off at the front door
On bus messaging
While travel on Metlink buses remains free until 30 June, it’s important you continue to tag-on and off every time you travel. To help keep this front of mind, and as we have a lot of new Snapper users, we’ve made some temporary changes to the message you will hear when you tag-on the bus.
As you enter through the front doors, hold your Snapper card to the card reader. You will hear a “beep” followed by “please remember to tag-off”. When you reach your stop, simply hold your Snapper card to the rear door card reader as you exit the bus, you will hear a “beep” as you tag-off.
“Please tag-on at the front”
If you attempt to tag-on at the rear door you will hear the message “please tag-on at the front”. If you can please make your way to the front door to tag-on.
While bus travel is free until June 30, your Snapper card will not be charged when you tag-on and off and you will not incur any penalties.
If you forgot to tag–off your last bus trip and this trip occurred prior to the implementation of free fares, your card will incur a penalty the next time you tag-on the bus, even during this free fare period.
If you have any concerns about a penalty you have incurred, please feel free to reach out via in-app support or by selecting the HELP option next to the transaction in question within your Snapper account, or visit the contact us page on our website.
Snapper customer care
Customer care channels
During Level 2, Snapper’s customer care channels are available as follows:
Call centre (0800 555 345)
The Snapper call centre provides extensive self-service instructions and has agents available Monday to Friday 8:00 am-6:00 pm and Saturday 8:00 am-1:00 pm.
Social media (Facebook and Twitter)
The team are online to answer your queries Monday to Friday 7:00 am-7:30 pm, and weekends 11:00 am-3:00 pm
If you are using the Snapper Android mobile application customer care is available from the menu under SUPPORT, with the team online to answer your queries Monday to Friday 7:00 am-7:30 pm and weekends 11:00 am-3:00 pm.
You can access all the information you need on the Snapper website. If you can’t find what you are looking for simply type it in the search bar.
If you have registered your card, you can log in to your Snapper account on the Snapper website to view your transaction history. Use the HELP button on the side to escalate any queries.
The Snapper office will remain closed during Level 2, while the Wellington i-SITE will remain closed until July, as renovation work is carried out on the Michael Fowler Centre.
The Upper Hutt i-SITE will resume their normal hours of operation under alert level 2; 9am – 4pm, 7 days a week
We continue to fulfil online orders however, please expect delays in delivery times.
Snapper top up channels
During Level 3 and 4, a large number of our retailers and kiosk locations and service centres were closed. Now that we have moved to Level 2, we are seeing these businesses and locations reopening. We are working to ensure our locations page, detailing our Snapper retailers, Snapper Kiosks and Service Centres, is as up to date as possible.