Please check out the Metlink website for more information.
Please remember to tag-off
If you don’t tag-off, the system assumes that you travelled right to the end of the line and you will be charged the full cash fare without the Snapper discount.
Snapper issues proactive refunds of penalties where a customer has tried to tag–off the bus, but has not been able to for reasons outside of their control.
If you have not received a refund in 2 working days, please get in touch with us by logging into your Snapper account, select the trip in question from your transaction history and select the ‘HELP’ option.
Messages on the bus
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 hold your Snapper card to the reader again.
Please check your balance. You have less than $12.00 credit remaining on your card.
Please remember to tag-off. You will hear this message if you failed to tag off your previous trip.
Penalty applied. You have been charged a penalty fare, most likely as a result of not tagging off your previous trip.
Check out the a full list of the messages, and what they all mean.
Registering your Snapper card
As a registered cardholder you get online access to your Snapper account 24/7 where you can view your balance and transaction history, as well as being able to query individual trips, charges or penalties.
This is particularly handy if you have kids using Snapper – you can register their Snapper cards on your account and keep an eye out for any balances which are getting low.
Registering your Snapper takes just a couple of minutes and gives you complete peace of mind.
First you need to create an account and then register your card(s) against it. If you already have an account,https://www.snapper.co.nz/login/log in and register your Snapper now.
Snapper top up channels
You can top up a Snapper to a maximum balance of $300, just make sure that it’s registered to ensure your balance is safe.
Check out our locations page for information on Snapper kiosks or retailers near you, alternatively our Android Snapper Mobile and MySnapper channels are always available to provide self-service top up options.
Customer care channels
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.
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
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.
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.
The Wellington i-SITE will remain closed until further notice, as renovation work is carried out on the Michael Fowler Centre. While the Wellington i-SITE remains closed you can visit the Snapper head office at 1 Willis street, Level 12 open Monday to Friday 9:00am – 5:00pm.
The Upper Hutt i-SITE is open 9:00am – 4:00pm, 7 days a week.