Snapper News Level 2 update

Level 2 update

With the Government placing the Wellington region in to Alert Level 2 as of midday Wednesday 12th August we want to reassure you that, while the Snapper office will not be open for in-person assistance, the team are still available to answer any queries you may have. 

Registering your Snapper card

While in Alert Level 2, there are a lot of people helping keep Wellington’s public transport network running. One way bus users can helkeep everyone safe is by keeping a record of your travel on Metlink services.  Using and registering your Snapper card provides you with access to your travel history within your Snapper account. Metlink and Snapper strongly recommend all Snapper users register their Snapper card. Not only does this ensure you have quick, easy access to your travel history, this also means your balance is protected should you lose your card Read more on how to register your Snapper 

If you are unable to register your card online or are in need of assistance please call Snapper on 0800 555 345 (select option 4 and follow the prompts to escalate to a team member) and the team will be all to happy to help register your cards for you. 

Please check out the Metlink website for up to date information around Wednesday’s shift to Alert Level 2. 

Snapper Customer Care

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

In-app support

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.

Website

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.

Online help

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.

In person

Both the Wellington and Upper Hutt i-SITE will remain open during their normal hours of operation under Alert Level 2.

Wellington i-SITE:

Monday – Wednesday 8.30am – 3.30pm
Thursday – Friday 8.30am – 5.00pm
Saturday – Sunday 9.00am – 5.00pm

The Upper Hutt i-SITE:

9am – 4pm, 7 days a week.

Website orders

Under Level 2, most of our kiosk locations and retailers will remain open. We aim to ensure our locations pagedetailing our Snapper retailers, Snapper Kiosks and Service Centres, is as up to date as possible.  Our Snapper Mobile and MySnapper channels are always available to provide self-service top up options.  

Snapper top up channels

We continue to fulfil online orders however there may be some delays in delivery times.