Please choose one of the the categories of frequently asked question, or select from the most popular FAQs listed below. If you still can’t find what you need, try the Snapper search.
Frequently asked questions
Using your Snapper
Everything you need to know about using your Snapper on a day-to-day basis.
What do all the messages given by the reader on the bus mean?
|Beep.||Successful adult tag on/off.|
|Beep beep.||Successful concession tag on/off (normally child or secondary student).|
|Please try again.||The reader didn’t quite catch your card. Please touch card to the reader again.|
|Please check your balance.||You have less than $12.00 of Snapper credit remaining. Time to top up.|
|Please pay the driver.||Penalty applied. You have been charged the ‘default fare’- most likely for not tagging off on your previous trip. For more information please see “What is a penalty”.|
|More than one card detected.||The reader is picking up signals from other cards in your wallet or purse. Try moving your Snapper to the other side of your wallet, or take it out, to tag on/off.|
|Transfer applied.||A reduced fare is applied because you are getting a transfer discount.|
|Penalty applied.||You have been charged the ‘default fare’- most likely for not tagging off on your previous trip.|
|Please take your ticket.||Cash fare ticket has been printed.|
|Please tag on at the front.||You have tried to tag on a rear validator. Make your way to the front entrance of the bus to tag on.|
How do I pay for more than one person on the bus with one Snapper?
Before you tag on, tell the driver you want to Snapper another person. You can Snapper up to 5 people of each fare type on the same trip.
The driver just presses a button on his console, then you tag on, and a multiple tag-on fare is charged.
Tag off once for you and your friend(s).
What is an IOU and how do I clear it from my Snapper?
An IOU is applied when there is not enough money on your Snapper to cover your tag off fare.
You can incur an IOU on your Snapper when:
- you don’t have enough money on your Snapper when you tag off
- you don’t tag off and your Snapper is charged a penalty fare
- you travel outside of the zones that your Snapper travel pass is valid for, and your Snapper is charged an extension fare.
You will need to top up your Snapper after you incur an IOU so that you can use your Snapper on public transport again. If you use a travel pass it will not work until you have cleared the IOU. The IOU is removed from your Snapper (i.e. you pay it back) the next time you tag on.
Like most things in life, prevention is better than the cure. To avoid incurring an IOU on your Snapper and making your travel pass invalid you should always have some money loaded on your Snapper to cover one or two journeys on your regular commute. This is also handy in case you forget to renew your travel pass and you still need to travel using your Snapper.
What is a penalty?
Snapper uses a ‘tag on, tag off’ system to work out the best value fare for your journey.
Failure to tag off results in the default fare being charged to the Snapper card. The default fare is the end of the line fare without the Snapper discount. This is specified by the Transport Service Providers and can be viewed in their terms and conditions, “failure to tag off will result in the maximum cash fare on that route being charged to their Snapper Card”. Snapper do not have any discretion in setting this amount.
If you feel you have been charged the default fare in error please contact our support team and we will resolve this for you.
What are ``pending items``?
Pending items are Snapper transactions that have occurred but haven’t made it all the way through the Snapper system yet.
When you use your Snapper, the Snapper reader on a bus, taxi or at a retailer captures the transactions and regularly sends them to the Snapper system. Occasionally some transactions don’t make it to the Snapper system as quickly as others. While these transactions are making their way through the Snapper system your transaction history will show “pending items” which means your transaction summary will be updated shortly.
Why do I need to tag off?
The Snapper system uses Global Positioning System (GPS) information to record which stop you get on the bus and where you get off. This information is used to calculate the correct discounted fare for the journey.
If you don’t tag off, the system assumes that you travelled right to the end of the journey. The tag-off penalty is set by the bus companies’ fare policies and for GO Wellington, Valley Flyer and Airport Flyer this is the full cash fare. So if you don’t tag off, your fare is calculated to the end of the line, and you don’t receive the Snapper discount.
What does it cost to top up a Snapper?
- Topping up your Snapper at a Snapper kiosk using EFTPOS is free.
- Topping up your Snapper online using a Snapper Feeder or Snapper USB and your credit card is free.
- Topping up your Snapper at a Snapper retailer or Snapper Service Centre costs 25 cents per top up. This small fee covers the cost of the retailer providing the top-up service and associated bank charges.
What is the minimum top-up amount I can make?
- If you top up online using MySnapper, $10 is the minimum top-up amount.
- If you top up at a Snapper kiosk, 1 cent is the minimum top-up amount.
- If you top up at a retailer, 1 cent is the minimum top-up amount.
Do I get a receipt when I top up?
Part of what makes Snapper such a fast and convenient system is that it is electronic and does not issue paper-based tax invoices and receipts. A Snapper top-up is a transfer of money from one form to another, and not an actual purchase that attracts GST. In this way, a Snapper top-up is just like withdrawing cash from your bank account at an ATM.
If you require a GST receipt for when you pay with Snapper, we recommend that you register your Snapper and use the online transaction record for your business expense claim. You can even export your transaction records into .OFX format so that it can easily be imported into popular expense claim applications such as Xero.
It is also worth noting that there is no requirement for a GST tax invoice for purchases under $50. So for small purchases and bus transactions, your transaction record will suffice for tax and tracking your spend.
If you make a payment of over $50 using your Snapper, ask the retailer for a tax invoice at the time you purchase, just as you would if you paid by cash, EFTPOS, or credit card.
I think I've been overcharged on my Snapper - what should I do?
For any queries regarding payments made with your Snapper and suspected overcharging, please give our Helpdesk team a call on 0800 555 345.
If you have registered your Snapper, you can check your Snapper transactions yourself online.
How do I collect a refund?
Once we’ve contacted you to let you know that your refund is ready to collect, you can do this immediately in the following ways:
What do I do if my Snapper is lost or stolen?
If your Snapper is lost or stolen and you’ve registered it, then just email us on firstname.lastname@example.org with your 16 digit Snapper card number, the registered email address for your Snapper account, and details of what’s happening, so our team can help you sort a replacement.
We’ll put a block on your Snapper so that no one else can use it and arrange a balance transfer to a replacement Snapper. You’ll need to pay for the replacement Snapper.
As long as your card is registered, Snapper will provide a refund if there is any use between the time it is reported lost/stolen and the time the card is hotlisted.
- 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.
How do I transfer my balance across to a new Snapper?
If your Snapper has been lost or stolen and you have registered your Snapper, you can transfer your balance, pass and concession across to a new Snapper. Simply give us a call on 0800 555 345 or email us (please include your 16-digit Snapper number). Your Snapper will then be hotlisted so it can no longer be used and your transfer will be ready to collect on your new Snapper 24 hours later.
How do I collect a Snapper token?
You can collect your Snapper token 24 hours after it has been issued, which allows you to transfer your balance (including a travel pass and concession if you have them) across to your new Snapper the following ways:
- online with a Snapper Feeder and MySnapper
- using the free Snapper Mobile app available from Google Play with an Android near-field communication (NFC) smartphone and a next-generation Snapper card (these have a ‘+’ on the top right-hand corner of the card)
- visiting a Snapper Service Centre with your 9-digit token number (a new Snapper card can be purchased at the service centre, online through the Snapper store or from a Snapper retailer).
How do I transfer buses on one single bus ride?
Sometimes you can’t get from A to B on one single bus ride. Transfers are the best-value way to travel on the bus when you can’t get there directly. Snapper makes transfers quick and easy. You tag on and tag off both buses as normal, but you do not get charged a tag-on fare when boarding the second bus. For information about transfers and which bus services and routes you can transfer on, please visit the Metlink website. Please note that transfers need to take place on the first available bus within 20 minutes from when you tagged off on your first bus.
What do I have to do if a bus breaks down and I need to get on another one?
If your bus breaks down, the bus company will send out a new bus to pick you up. When the new bus arrives don’t worry about tagging off on the broken-down bus (there will be no penalty fare); just tag onto the new bus once the driver advises, and continue on your journey as usual.
Why can't I log in to my account on the Snapper website?
If you are unable to log in to your account, it might be that your username and/or password are incorrect or that your browser does not accept cookies.
- Check that cookies are accepted in your browser settings.
- Check that your email address is correct.
- Retype your password – if you are still unable to log in, click the “forgotten password” link. Enter in your email address and then follow the instructions in the email you’ll receive.
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.
How do I tag on and off the bus?
As you get on the bus, tag on by holding your Snapper to the Snapper Reader by the door.
Place your card on the Snapper symbol on the Snapper Reader and hold it there until you see the green circle and hear the confirmation beep/s:
- BEEP for an adult
- BEEP BEEP for a child/concession
As you get off the bus tag off in just the same way.
You can tag off at the front or the back of the bus.
I haven't received the reset password email
If you are using your mobile device to receive the password reset email, we recommend that you log into your email provider portal, website, or outlook access your emails, as we have found that mobile email clients do not always sync all junk emails to the mobile device or devices that have the client email application.
Why is the online balance different from the actual Snapper balance?
Your online balance and transaction history are updated every day with the transactions that the Snapper system has received so far.
Buses upload their trip data each time they return to the bus depot, which is usually at the end of the day. Because of this, your transaction history may not be completely up to date. That’s why it’s just like your bank statement: sometimes a transaction record may have not been received yet. Also, every now and then, a bus may not go back to the depot until the end of the following day. When this happens, the data from that trip may not appear on your transaction history for a couple of days.
The great thing about the Snapper scheme is that the Snapper itself (your Snapper Red, or Snapper Sprat for example) is where the master data is stored, so the balance on your Snapper is always up to date. There are quite a few ways to get an up-to-date balance:
- If you’re tagging on or off a bus and your balance is less than $12.00 you will hear the message “please check your balance”. When you hear this message, your balance is displayed on the lower half of the bus reader in green
- you can buy a Snapper Feeder and download the MySnapper application to your computer
- Use an Android NFC smartphone with the free Snapper Mobile app from Google Play.
Keeping your Snapper safe
Find out more about protecting the money on your Snapper, as well as how to keep your Snapper happy.
How safe and secure is my Snapper card?
To keep the money on your Snapper safe, make sure you register it. This protects the balance on your card, making it safer than cash. It’s safer than cash because if you lose cash, you can’t get it back…
To register your Snapper, you need to have a Snapper account. If you don’t already have one, you can set up a Snapper account now (it’s free), and register your Snapper while you’re here. If you already have a Snapper account, you can go right ahead and register your Snapper now.
Once you’ve registered your Snapper, your balance is protected if your Snapper is ever lost or stolen. If you do lose it, email us on email@example.com with your 16 digit Snapper card number, the email address you’ve registered your Snapper to, and details of what happened. We’ll put a block on the card so that no one else can use it.
After three working days we’ll arrange to transfer your Snapper balance to a replacement Snapper (you’ll need to pay for the replacement Snapper).
If you don’t register your Snapper and you lose it, then there’s nothing we can do; so make sure you register your Snapper as soon as you can.
To provide the highest level of security, Snapper smartcards are the latest generation of smart-chipped devices. The Snapper card meets international standards criteria and has been certified and integrated into the New Zealand electronic payments infrastructure through the EFTPOS network. Snapper uses a Triple DES encryption when it communicates with a Snapper reader, providing a unique secure transaction every time it’s used for a top-up, balance enquiry or a purchase.
How does Snapper protect my privacy?
It’s your choice whether you register your Snapper or not. You can buy your Snapper from a Snapper retailer and top it up at a Snapper retailer or Snapper kiosk without handing over any personal information of any kind.
If you do choose to register your Snapper (and we recommend that you do), then your information is maintained securely by Snapper and only used to allow you to top up, view your transactions and in case your card is ever lost or stolen.
When you register your Snapper, we’ll ask you if you want to receive Snapper newsletters so we can let you know about any important updates affecting Snapper products and services. If you don’t want to receive these, we won’t make you, and if you change your mind, you can subscribe or unsubscribe at any time.
- 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.
Can I punch a hole in my Snapper?
You definitely shouldn’t punch holes in your Snapper.
Snapper cards are built differently to simple cards with magnetic stripes (the black stripe seen on the back of most EFTPOS and credit cards). A Snapper card contains a small smartchip – if you look carefully you can see a small indentation near the bottom right-hand corner on a Snapper card. A Snapper also includes an antenna/power loop, which is invisible from the outside.
With all of this technology going on inside, if you do punch a hole through the card, there’s a very good chance that you’ll break or damage the antenna, even if you don’t puncture it directly. This could stop your Snapper card working consistently, as the Snapper reader won’t be able to detect the card or provide power to the chip.
What happens if I break my Snapper, or it stops working?
If your Snapper card gets damaged or isn’t working, then email us on firstname.lastname@example.org with your card number, and details of what’s happening, so our team can diagnose the problem and help you sort a replacement.
Can a Snapper be hacked?
Snapper is a new-generation smart card, and unlike earlier generations of smart cards that have been hacked, Snapper is based on the world-leading Infineon and SmartMX (by NXP) chipsets.
Snapper uses finance industry standard authentication mechanisms based on 3DES (also referred to as Triple DES) to uniquely sign and protect transactions and ensure that cards do not accept unauthorised data.
The card is protected from replaying of previous messages and man-in-the-middle attacks. The keys held on the card are not externally accessible and are set at the time of manufacture.
The Triple DES security is standard in financial cards and Snapper has been approved in New Zealand by EFTPOS NZ and ANZ Bank as a secure mechanism for connection through to the nationwide EFTPOS network.
If you’re having trouble making sense of the ‘geek speak’ above, this just means that Snapper is about as secure as you can get.
What does it mean if my Snapper card is blocked or hotlisted?
A blocked or sometimes refereed to as a hotlisted Snapper has either been reported as lost, stolen or had a transfer requested by the owner resulting in the Snapper being blocked from further use.
Once a Snapper has had it’s balance collected onto another card it is permanently blocked and cannot be used again.
The balance of a blocked card in some cases may continue to reflect the balance before the transfer took place, but should update overtime. To remove a blocked card from your account simply click the “X” in the corner of the card.
Travel passes on Snapper
When is the last day I can use my 30-day travel pass?
Whenever you use your travel pass for the first time – by tagging on to a valid bus – you have 30 days of travel, including the day of first use and the day of last use. A travel pass expires at midnight on the last day that it is valid for.
For example, if you tag on to a bus for the first time at 8.00am on 10 October, the last time you can use your travel pass is at 11.59pm on 8 November.
You can check the expiry date of your pass or how many days are remaining in three ways:
When the Snapper reader shows “1 DAY” you will be currently on the last day that the pass is valid for.
You will receive a Pass Detail receipt that will show “Expiry” and a date in the last line. The last day in which you can use your travel pass is the day before the expiry date.
If you have a Snapper Feeder or a Snapper USB, when you use MySnapper on your computer you will see how many days are remaining on the travel passes on your Snapper.
When the Snapper reader shows “1 DAY” you are on the last day that the pass is valid for.
Is there a fee for loading a travel pass onto my Snapper?
No. There is no fee when you load a travel pass onto a Snapper. All you pay is the price of the travel pass.
When does the travel pass become valid?
While a travel pass can be purchased and loaded onto a Snapper at any time, the travel pass will only be activated the next time you tag on to a bus, provided that it is a valid bus service for the travel pass that you have loaded on your Snapper.
The travel pass will be valid for unlimited travel in the zone(s) and for the bus service(s) covered by the pass. The travel pass will be valid for 30 consecutive days from the day it is activated, and expires at midnight on the last day.
Can I choose which days I can use my 30-day travel pass?
Your travel pass expires 30 days after you first use it.
A 30-day travel pass does not mean you have 30 days of travel to use whenever you want to. After you buy a Snapper travel pass the 30 days starts the next time you tag on to a valid bus for that pass.
Can I load two travel passes at the same time?
Yes. You can load up to two travel passes on your Snapper at any one time.
If you already have an active travel pass on your Snapper you can load the next travel pass any time before the first travel pass expires. You can even purchase and load two travel passes at the same time. The second travel pass will be activated when you next tag on after your first travel pass has expired.
If I have two different travel passes loaded, can I travel on a bus that my second travel pass is valid for, even though it is not active?
No. You can only travel with a travel pass on services that your active pass is valid for (you can only have one active pass at once).
If you travel on a bus that is not valid for your active travel pass when you tag on, the Snapper reader will deduct the minimum boarding fare from the money loaded on your Snapper. When you tag off, the balance of the fare for your journey will be deducted from the money on your Snapper.
Even if you regularly travel using a travel pass on your Snapper, it’s a good idea to also have a few dollars loaded onto your Snapper for emergencies.
Can I use money that I have loaded onto my Snapper to tag on more than one person when I have an active travel pass?
Only money loaded on your Snapper can be used to Snapper a mate, i.e. a travel pass and money cannot be used at the same time. If you have a travel pass loaded onto your Snapper, we recommend that your mate uses their own Snapper.
Can I have money and a travel pass loaded on the same Snapper?
Yes. You can have both a travel pass and money loaded onto your Snapper at the same time.
We strongly recommend you always have a few dollars loaded onto your Snapper even when you regularly use a travel pass. That way, when your travel pass runs out unexpectedly you will still be able to travel and if you board a service that your travel pass is not valid for, you will still be able to pay for your trip using Snapper and receive any Snapper discount that applies.
If I lose my Snapper with a travel pass on it, can I hotlist it to stop someone else using my travel pass?
Yes. If you lose your Snapper and it has been registered, call 0800 555 345 to get the Snapper blocked from further use. This will protect the travel pass and any money you have loaded on your Snapper.
Snapper can then load the remaining days of the pass and any unused money that was on your lost Snapper onto a replacement Snapper. You will need to pay for the replacement Snapper.
If you haven’t registered your Snapper yet, register it now. It only takes two minutes and keeps your Snapper safer than cash.
If I have an active GO Wellington 30-day travel pass on my card, can I catch another bus service not covered by the travel pass and pay by Snapper?
Yes. You can travel on another bus service as long as you have money loaded on to your Snapper. Simply tag on and tag off as usual and the Snapper fare will be deducted automatically from your Snapper balance. Remember to ensure that you tag off so you do not incur a penalty.
It’s always a good idea to have a few dollars loaded onto your Snapper just in case.
What happens if I’m travelling on a travel pass and I forget to tag off?
Snapper customers using NZ Bus travel passes will not be charged a penalty fare when using their travel pass on the bus services and within the zone(s) in which it is valid.
Travel passes are loaded onto a standard Snapper. If you have an active travel pass but also wish to travel on other services that the travel pass doesn’t cover (e.g. Airport Flyer for the GO Wellington pass), you will need to tag on and tag off, and the correct fare will be deducted from the money on your Snapper.
Consistency with tagging on and tagging off on every Snapper service will mean you don’t have to think about whether a service is a tag on/tag off service depending on the product you have bought that month.
Tagging off at the end of every bus journey also ensures you’ll always receive the best-value Snapper fare, you won’t incur penalty fares, you’ll have an accurate record of your transaction history, and Snapper will be able to help troubleshoot any problems should they arise.
I have a valid travel pass but I can’t tag on – why is this happening?
If you have a valid travel pass but can’t tag on, this may be because your Snapper has an IOU or a penalty fare. You will be unable to tag on if you have an IOU or a penalty fare on your Snapper, regardless of what bus service or zone you are tagging on in, until you top up your Snapper balance by at least the amount of the IOU or the penalty fare.
If you want to use a bus service not covered by your travel pass, you will need to ensure you have money loaded onto your Snapper so you can travel.
We strongly recommend you always have a few dollars loaded onto your Snapper, even when you regularly use a travel pass. That way, if your travel pass runs out unexpectedly, you will still be able to travel, and you’ll be able to use other services not covered by your pass.
Other possible reasons why you are not able to tag on include: your Snapper is broken, or you waved it around or held it too far from the Snapper reader. Remember to hold your Snapper flat and still to the Snapper reader when tagging on and tagging off, until you hear the confirmation beep and see the green confirmation circle on the reader.
Can I use my GO Wellington 30-day travel pass to travel on the Airport Flyer or Valley Flyer buses in zones 1–3?
No. The GO Wellington 30-day pass is only valid on GO Wellington bus services. This includes four services registered as GO Wellington routes (GO Wellington fares apply), but operated by Valley Flyer buses:
Route 5, 8.05am, Monday to Friday
Route 5, 8.25am, Monday to Friday
Route 7, 8.20am, Monday to Friday
Route 30, 8.16am, Monday to Friday
Got a problem or a question about Snapper Mobile? Check out the Snapper Mobile FAQs below for the most common questions and solutions to get yourself back up and running, or contact us directly using in-app feedback. If that doesn’t work, you can always email us.
How do I read the balance and top up another Snapper?
Place any Snapper card to the back of your Android NFC smartphone whenever the phone is unlocked, and the Snapper Mobile app will display the balance on that card.
If you’re having trouble reading a Snapper card, it’s simple to check whether you’ve got a supported card. If you can’t see a ‘+’ sign in the top right-hand corner on the front of the card, get in touch and we’ll replace your old Snapper card for free.
Can I get the Snapper Mobile app on my iPhone?
No. The NFC on Apple iPhone devices is not accessible to third-party apps such as Snapper Mobile or Semble.
What app permissions are required and why?
|REQUIREMENTS||WHY IS IT NEEDED?|
|Read phone status and identity (READ_PHONE_STATE)||Having permission to read a phone’s status and identity allows the app to read a unique ID (IMEI) associated with the user’s phone. This allows Snapper to block a specific phone from using the Snapper Mobile app if needed.|
|Approximate location – Network based (ACCESS_COARSE_LOCATION)||*Optional* Add on that allows Snapper to collect analytics of usage of the Snapper app. We aren’t trying to stalk you, but the better we know and understand how you use Snapper and the app the better we can build future releases for you.|
|Precise location – GPS & Network based (ACCESS_FINE_LOCATION)||[Optional] This add on allows Snapper to collect analytics of usage of the Snapper app. We aren’t trying to stalk you, but the better we know and understand how you use Snapper and the app the better we can build future releases for you.|
|Read the contents of your USB storage (READ_EXTERNAL_STORAGE)||The app checks your external storage (memory), as our in-app messaging tool has the option to attach a photo to your message.|
|Control NFC (NFC)||To access NFC hardware.|
|Full network access (ACCESS_NETWORK_STATE)||The Snapper Mobile app communicates with Snapper servers through the internet, and data from these servers is needed to read the Snapper card (and to make changes to the card, like topping up).|
|Org.simalliance.openmobileapi.SMARTCARD (SMARTCARD)||This lets the Snapper app communicate with secure elements, like the Snapper SIM.|
|View network connections (INTERNET)||To connect to the internet, a user will need to be able to view their network connections (then they will be able to select a network that will allow them to connect to the internet).|
|Control vibrations (VIBRATE)||The Snapper app uses vibration to notify the user (for example, the app uses vibrations to notify the user that they have increased the top up amount on the top up dial).|
|Prevent phone from sleeping (WAKE_LOCK)||This keeps the processor from sleeping when a message is received to keep the user aware of events (for example receiving a message from the in-app messaging centre).|
Why is my Semble SIM no longer working?
Semble discontinued mobile development in August 2016 which means Snapper-enabled SIM cards are no longer available.
If you’re an existing Semble user and your Semble SIM has stopped working as a Snapper card, get in touch and we’ll sort you a free Snapper card, and transfer your Snapper balance from your SIM onto your new card for you.
What does my transaction history show for bus tag on and tag off transactions?
In the initial transaction, you’ll see your total travel cost of that journey. This is the combined cost of your tag on and tag off fare. When you select the transaction, it will expand to show the detail of the separate tag on and tag off fares.
The description includes the bus company you travelled with, for example “Go Wellington”, “Richies” or “Valley Flyer”. When expanded, this will show the names of the stops where you tagged on and off.
What does my transaction history show for pass transaction?
If you’re using a pass, you’ll see that there’s no amount written next to your transaction, but you’ll still be able to see where you tagged on and off the bus. Your transaction history will also show the running purse balance of your Snapper card.
What does my transaction history show when I transfer between busses using my Snapper card?
If you’ve transferred between busses, these transactions will be linked together in your transaction history under a single journey. Select the journey to view all tag on and tag off locations and amounts for your trip.
My transaction history shows a ``pending item`` - what is this?
Your Snapper card transactions need to make their way from the bus, to the bus depot, and then to the cloud, before they can be displayed on our website. This process may take up to 24 – 48 hours, depending on how frequently the bus uploads its information to the system. This also means that some transactions come in before others. When your balance has changed, but the system hasn’t yet received all the data for those transactions, you’ll see a “pending item” in your transaction history.
My transaction history shows a penalty - what is this?
Any item in your transaction history that doesn’t follow the normal transaction process (e.g. a tag on, followed by a tag off) will be displayed in red. The most common reason for a penalty charge in your transaction history is that we have a record of you tagging on to the bus, but no record of you tagging off, meaning you’ll be charged cash fare to the end of the line (as we weren’t able to calculate your correct fare).
A penalty transaction before it is expanded will be indicated in red.
Select the transaction to view the transaction detail. The penalty detail will be displayed in red, along with an explanation for why it was received. If this penalty is the result of a “Missing tag off” from the previous trip, you’ll be able to see this in red.
My transaction history shows an IOU - what is this?
An IOU is charged when you’re able to tag on to the bus with your Snapper card, but don’t have enough funds on your card to tag off. We’ll show any IOUs in red in your transaction history. When you select the transaction, you’ll be able to see the tag on amount, along with how much of the tag off fare you were able to pay (if any).
If you need an IOU to tag off the bus, the amount left owing will display in red, and this will be paid back the next time you tag on (along with your normal tag on fare).
How do I print or export my transaction history from the Snapper website?
When viewing your transaction history on the Snapper website, you’ll see icon options for filtering by date, printing and exporting.
If you’re unable to export your transaction history as a PDF when using the Chrome browser, please try another browser – we’re working to solve this in an upcoming release.
If you’re unable to view your transaction history for a full year (e.g. for an expense claim), please try viewing and exporting up to three months of your transaction history at a time.
I just topped up my Snapper card - why hasn't my website balance changed?
The Snapper website transaction history and balance of your card is not displayed in real-time, because the Snapper card balance and data is held on the card itself (rather than online). The information displayed on the website is passed back through the system, meaning there may be a delay of up to 24 – 48 hours before the website is up to date.
Why is MySnapper telling me that my Snapper could not be detected?
- If you’re using a Snapper USB, make sure that it has been inserted the right way round and is firmly in the computer’s USB port.
- If you’re using a Snapper Feeder, make sure that it is firmly in place and that your Snapper is securely under the Feeder’s clip.
- If you’re still having problems, try using another of your computer’s USB ports.
- If you ever used, or tried to use our old website to top up your Snapper, you may need to remove the old drivers.
- If the installation went smoothly and MySnapper just can’t read your balance, you might just need to check that the drivers have been installed properly.
- And if there’s still no joy, try closing the MySnapper application and relaunching it.
Why is my balance different from the balance on my transaction history?
When you use MySnapper, or get your balance on a retail terminal or bus reader, you are reading the balance directly from the Snapper device. As your funds are stored electronically on your Snapper, this is the true, accurate balance.
Your transaction history is updated every day with the transactions that the Snapper system has received so far. Sometimes however, the bus you caught today may have not been back to the bus depot yet, and that’s where they upload their data from the day. The shop where you bought your coffee might only upload their day’s transactions once a day. Because of this, online transactions and balances often need time to catch up.
While the ‘system’ often takes time to catch up, you can always be sure that reading the balance directly from the card is the completely up-to-date balance.
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.
Why can’t I top up my Snapper?
- Have you checked that everything’s plugged in properly? Check to see whether the balance is currently being displayed.
- If you’re using a Snapper Feeder, have you got a Snapper securely in place under the clip?
- Are you online? You can check balances off-line as the balance is read directly from the Snapper. For topping up, however, we need to process your credit card payment, and you must be online for that to happen.
- Are you trying to add less than $10? Try a larger amount.
- Will the total value of your Snapper add up to more than $300? If so, try a smaller amount.
- Are you sure you’re using the correct credit card details? Check your details and try again.
I'm behind a firewall and can't download an .exe file.
If you want to download the MySnapper application but find you are blocked from downloading an .exe. (executable) file by a firewall, a zipped-up version that you are more likely to be able to download is below.
Click on the following link to download the latest (v2.0.12) MySnapper installer package in a zipped up format. (Windows version)
Download this version instead, extract (unzip) it into a new folder and then run the MySnapper.exe file you have extracted to install MySnapper.
If you need any components of the MySnapper installer package, zipped or otherwise, you can get them here:
MySnapperDriverPackage-XP.msi (for Windows XP and 2000)
MySnapperDriverPackage-Vista-7-32bit.msi (for Windows Vista and 7 32bit OS)
MySnapperDriverPackage-Vista-7-64bit.msi (for Windows Vista and 7 64bit OS)
The MacOSX drivers can be separately installed using the“custom” option in the MySnapper.pkg.
Adobe Air Runtime:
If you need the Air runtime, please obtain it from Adobe.com.
I've already got Adobe AIR and the MySnapper install stops half way.
If you already have Adobe AIR installed on your computer, it is possible that when you try and install MySnapper, Adobe AIR will complain and force you to quit the installation process.
If this happens, you might see one of the following messages pop up:
I need an individual component of the MySnapper package.
The MySnapper installer package contains three components. These are:
- The MySnapper driver package – contains drivers which allow your computer to recognise and talk to the Snapper USB or the Snapper Feeder
- The Adobe AIR platform/application – the Adobe AIR platform allows MySnapper to run on PC or Mac
- The MySnapper application itself.
However, in some circumstances you may require the individual components of the packages. If you do, you’ve come to the right place. Here they are:
MySnapperDriverPackage-XP.msi (for Windows XP and 2000)
MySnapperDriverPackage-Vista-7-32bit.msi (for Windows Vista and 7 32bit OS)
MySnapperDriverPackage-Vista-7-64bit.msi (for Windows Vista and 7 64bit OS)
The Mac OSX drivers can be separately installed using the“custom” option in the MySnapper.pkg.
Adobe AIR Runtime:
If you need the Adobe AIR runtime, please obtain it from Adobe.com.
Troubleshooting the MySnapper Driver Package under Mac OSX
If you have problems getting MySnapper working properly, the following steps will help you check your Mac OSX computer has successfully completed the installation and that the drivers are detecting your Snapper.
First of all, ensure you have closed the MySnapper application, and that your Snapper Feeder or Snapper USB is unplugged.
1. Confirm your Snapper Feeder or Snapper USB is being detected as a USB device by looking in the “System Profiler”:
- Open Finder, and at the top of the screen click on the Apple icon on the Finder bar.
- Click “About this Mac” and then “More Info”. You should now see the “System Profiler” window.
- In the left-hand “Contents” panel, under “Hardware”, click on “USB”.
- In the top-right panel, you should now see the “USB Device Tree”.
- Insert your Snapper Feeder or Snapper USB and then refresh the System Profiler’s view by pressing the Apple key and the letter “R”.
- If you have a Snapper Feeder, you should now see a device called “USB Tama”.
- If you have a Snapper USB, you should now see a device called “PCSC Smartcard reader”.
If you don’t see either of the devices appear, you may have a hardware problem or, more likely, the drivers have not installed properly. Try another USB device to confirm that your USB port is working, or try another USB port.
2. To confirm the “MySnapper Driver Package” has installed correctly:
- Open Finder again, but this time click on the “File” menu at the top of the screen and open a “New Finder Window”.
- In the left-hand panel, click on your Hard Drive.
- Look in “/Library/LaunchDaemons” for a file called “nz.co.snapper.snapmsdp.plist”.
- Look in “/Library/Application Support/nz.co.snapper” for a program called “snapmsdp”.
If you don’t see either or both of those, you need to re-install MySnapper. If you do see them and you’re still having problems, you need to check that port 8 is listening and the daemon is working.
3. To check that port 8 is listening and then make sure that your Snapper USB or Snapper Feeder with card attached is plugged in and:
- Open a Terminal window by going to “Applications”, “Accessories” and then launching “Terminal”.
- At the “$” prompt, type “netstat -an | grep 127.0.0.1:8” and press Enter. This should return: tcp 0 0 127.0.0.1:8 0.0.0.0:* LISTEN
- Now, type “cd /Library/Application Support/nz.co.snapper” and press Enter. Then type “./snapmsdp -port 8 -test” and press Enter.
This should return a bunch of XML. Read the first line of the text that is returned, it should start with: “<envelope><status>1</status>…etc…” if everything is OK.
“<envelope><status>0</status>…etc…” if there is an error. If nothing happens at all, you may need to re-install the MySnapper.pkg from the MySnapper.dmg
Troubleshooting the Snapper Feeder or Snapper USB with MySnapper
To ensure that your Snapper Feeder or Snapper USB is being recognised by your computer please try the following steps:
- Click the Apple icon (top left of screen)
- Click “About This Mac”
- Click “More Info”
- Click “System report” and the “Hardware Menu” will display
- Click “USB” on left-hand navigation
- Under “USB BUS” you should see “USB TAMA”
- Re-launch MySnapper, attach your Snapper to the feeder, and see if MySnapper shows the card and its details.
If your Mac does not recognise the Snapper Feeder or Snapper USB, please insert into another USB port that is available and try the above steps again.
Windows PC users
- Click “Start”
- Click “Control Panel”
- Click “Device Manager”
- Look for and click on “LibUSB-Win32 Devices” (or similar)
- “USB TAMA”will appear
- Re-launch MySnapper, attach your Snapper to the feeder, and see if MySnapper shows the card and its details.
If your Windows PC does not recognise the Snapper Feeder or Snapper USB, please insert into another USB port that is available and try the above steps again.
How do I uninstall MySnapper?
If you’re using a Mac, please follow the steps below to uninstall:
- Click on “GO” from the top-left menu of the screen.
- Click on “Applications”.
- From this menu, delete/move the following to trash:
– Adobe AIR Application Installer
- Once they’re in the trash, empty/delete the contents of trash.
If you would like to re-install MySnapper, here’s how to do this using a Mac.
If you’re using a Windows PC, please follow the steps below to uninstall:
- Click “Start”.
- Click “Control Panel”.
- Click “Add or remove Programs” or “Programs and Features”.
- Select “MySnapper” and click uninstall.
Select “MySnapper Device Package” and click uninstall
My installation fails with the error msg: Service 'MySnapper driver package' failed to start'
If you encounter this error, the problem is very likely that the “MySnapper Driver Package” depends on the “Smart Card’”and “Plug and Play” Windows services running, and one of them probably is not – very likely “Smart Card”. By default, Windows starts this service whenever it is required.
If the “Smart Card” service is disabled, then the “MySnapper Driver Package” cannot start.
The solution is to check Window’s “Services” control panel and check that “Smart Card” can be started:
- Right click on “My Computer”, then click “Manage”.
- In the window that appears expand “Services and Applications” in the left hand pane, then click on “Services” that will appear immediately below.
- You will then be presented with a list of services which will include “Smart Card”.
- Having found the “Smart Card” item, right-click to access its properties and ensure that it is set to “Manual” or if you continue to have problems, “Automatic”.
You can now retry installing MySnapper. If you still have problems, please contact us for further assistance.
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.
How do I use MySnapper with a Snapper USB?
- Launch MySnapper.
- Insert the Snapper USB into your computer’s USB port.
- Your Snapper balance will appear in the left-hand column of the MySnapper window.
I can't install MySnapper on Mac OSX Sierra
- Make sure any previous versions of MySnapper are completely uninstalled
- Download a fresh copy of MySnapper from here.
- Attempt to run the application.
- If the application does not open, navigate to the Applications folder in Finder
- Right click the MySnapper application and select “Show Package Contents”
- Open the displayed “Contents” folder
- Open the displayed “MacOS” folder
- Run the “MySnapper” executable by double clicking on it
- This should run a small output in console and then open the MySnapper Application
- MySnapper should now successfully run from the Application folder from this point on
For parking meter issues, you can call Wellington City Council on 04 499 4444. For questions about a Snapper transaction, get in touch with us.
How do I know if a parking meter accepts Snapper?
Look for the Snapper sign on the front and sides of the parking meter. You’ll also be able to see Snapper on the screen as a payment option.
Can I top up at a parking meter that accepts Snapper?
No. You can only check your balance or pay for your parking with Snapper.
I'm holding my Snapper to the reader on the parking meter and nothing is happening. What should I do?
For the Snapper reader to work, you’ll need to select Snapper as a payment type. To do this, push the blue button to the left of the screen and then hold your Snapper on the reader where it says “hold here”.
If you’ve already selected the button, the meter may be waiting for a different response from you. For example, you might need to press “OK” to accept the transaction fee or total payment amount.
Why has the parking meter taken my payment, and I'm now being offered a refund?
I paid for my parking, but the parking metre didn't print a ticket or went offline.
If the parking meter doesn’t print your ticket or goes offline, wait for the screen to show “Present card for refund”. Hold your Snapper on the reader and your Snapper will be fully refunded.
If you’ve registered your Snapper, you can check your online transaction history for ‘WCC Parking’ to check whether your Snapper card was charged. If you can see that your card was charged, but you never received a parking ticket, get in touch.
What happens if I don't have enough credit on my Snapper card?
If your Snapper card balance is lower than the minimum parking charge, you won’t be able to purchase a ticket. You’ll need to top up your Snapper at the nearest Snapper retailer or self-service kiosk. If you have an Android phone with NFC, you can top up from your phone using the free Snapper Mobile app.
Snapper in taxis
Are there additional fees when using Snapper to pay for a taxi fare?
Most taxi companies charge a fee if they need to process an electronic transaction to pay for a taxi fare. This fee varies from operator to operator, however, the majority of taxi companies that accept Snapper charge a $2 electronic transaction fee, except for Green Cabs, who charge no transaction fees.
Is there a discount when using Snapper to pay for a taxi fare?
Taxi companies don’t offer a discount when paying for a taxi fare with Snapper. However, Green Cabs don’t charge an electronic transaction fee, making Snapper the perfect replacement for cash.
Should I hand the driver my Snapper card when I'm paying for my taxi ride?
No, you don’t need to hand the driver your Snapper card when paying for your taxi fare. The driver should enter the fare into the EFTPOS terminal and hand it to you.
Hold your Snapper on the screen of the EFTPOS terminal to pay. Your fare will be deducted from your Snapper card, the terminal will beep and your new Snapper balance will be displayed on the screen.
Will I be given a receipt when I pay for my taxi fare with Snapper?
The EFTPOS terminal in taxis will print a customer receipt if you need it. However, if you have registered your Snapper, you can view your transaction history online anytime and use this for any expense claims.
Registering your Snapper also means you can block it from further use if it is lost or stolen, and any unused money or travel passes can be transferred to a replacement Snapper.
Where can I use my Total Mobility card?
As part of the Total Mobility scheme, Total Mobility cards are accepted by authorised taxi companies within the Greater Wellington Region. This includes Wellington City, the Hutt Valley, Porirua Basin, the Kapiti Coast, Otaki and the Wairarapa.
The Total Mobility card can also be used as a Snapper card for payment on GO Wellington, Valley Flyer and Runcimans buses.
Do all taxi companies accept Total Mobility?
No, not all taxi providers accept Total Mobility. To avoid disappointment, please mention that you’re a Total Mobility customer when ordering your taxi.
Does my Total Mobility concession apply on buses?
No, the Total Mobility subsidy is only applicable to authorised taxi companies. Normal fares apply when using your Total Mobility card as a Snapper card to ride on GO Wellington, Valley Flyer and Runcimans buses. However, this regular Snapper fare includes a discount of up to 20% from the cash fare, for paying with Snapper.
What if my Total Mobility card is lost or stolen?
If your Total Mobility card is lost or stolen, you’ll need to contact the Greater Wellington Regional Council for a new one. You won’t have to send us a new photo but you may be charged a small replacement fee.