GRT Pay

GRT is expanding fare buying options with the new GRT Pay app. Users can buy single-ride GRT tickets anytime from anywhere, using their mobile device. The tickets can be used on GRT buses, trains and MobilityPLUS vehicles. Riders who use Transit app will be able to buy tickets within the app. You can purchase tickets in the GRT Pay app, Transit app, using the GRT Pay website, or at any GRT Customer Service Centre.

Purchasing a ticket options:

On the GRT Pay app

Download GRT Pay from the Google Play Store or the Apple App Store.
Create an account or use the app as a guest.
Select 'Buy Tickets'.
Choose your ticket. Currently, single ride tickets are the only fare product available.
Choose whether you want to purchase one ticket or multiple tickets.
Read and accept the ticket regulations.
Choose your method of payment. You can store your payment information for future use. You’ll need to enter your CVV number each time you buy a fare .
Once your purchase is complete, tap 'Go to Ticket Wallet' to see your ticket.

On Transit app

Download Transit app from the Google Play Store or the Apple App Store.
If prompted, choose the location services setting you want the app to use.
Select 'Buy Ticket' at the bottom of the main screen.
Choose your ticket type and number of tickets.
Log in or create a Transit app account and enter your payment information.
Confirm your purchase.
You can choose 'Activate Ticket' if you are planning to board a bus, ION light rail , or a MobilityPLUS vehicle, or 'Ride Later' to be used at a later date. Both unused and active tickets can be found in Settings under 'Transit fares'.

On the GRT Pay website

Tickets can also be purchased through the GRT Pay website. Sign up for a new GRT Pay account or sign in using the same username and password you use on the GRT Pay app. Once you purchase your ticket online, it will be available on the GRT Pay app on your mobile device.

Note: Tickets can only be purchased online if you use the GRT Pay app, not Transit app.

If you’re purchasing a ticket for someone else, you’ll need to sign in to the GRT Pay website with their username and password.

To buy a ticket:

Go to www.grtpay.ca.
Log in to an existing GRT Pay account or sign up for an account.
Select 'Buy Fare'.
Choose the number of tickets you are purchasing and select 'Continue'.
You can use your payment card, or use your existing account balance.
Select 'Accept and Pay'.

If your payment is successful, you’ll see a 'Payment successful' message and the ticket will be added to your GRT Pay account on your mobile device.

At GRT Customer Service Centre

Tickets or funds can be purchased at GRT Customer Service Centres. A valid GRT Pay or Transit app account is required.

Tickets or funds purchased at GRT Customer Service Centres will be sent to your GRT Pay account or Transit app account.

Visit any GRT Customer Service Centre location.
Tell the customer service agent you want to purchase a GRT Pay single ride ticket or to add funds to your GRT Pay or Transit app account.
Provide your GRT Pay or Transit app account ID to the customer service agent.

Moving forward using the GRT Pay app: cell phone screenshot of Transit app account ID

cell phone screenshot of GRT Pay account ID

From the main screen of the app, select the menu button in the top right corner of the app. The button is three horizontal lines, also known as a 'hamburger menu'.
Select 'My Account'.
Select 'Scan Account'.
Your account ID will be displayed at the bottom of the page.

Moving forward with Transit app:

Select the icon in the top left corner of the main screen.
Scroll down the page to the Accounts section, and select GRT.
Your account ID will be displayed on the page.

Confirm your purchase with the customer service agent. The ticket or funds will be available on the app you have chosen for the ticket.

When boarding a bus hold up your mobile device and show your activated ticket to the bus operator for visual validation.
When traveling on ION light rail you may be asked to show your activated ticket to a fare inspector. They will scan your ticket.
When boarding a MobilityPLUS vehicle, hold up your mobile device and show your activated ticket to the operator.

Your ticket:

Activating and using

cell phone screenshot of activating a ticket

Activate your ticket just prior to boarding the bus, ION light rail, or a MobilityPLUS vehicle. Your 120-minute transfer starts from the time your ticket is activated. To activate your ticket, go to your ticket wallet and tap on the ticket you want to use. Tap the blue 'Activate Ticket' button. Confirm that you want to activate your ticket.

Once it's been activated, a ticket cannot be deactivated.

When boarding a bus, show your activated ticket to the bus operator for visual validation.
When transferring from one bus to another, you’ll need to show your ticket again when you board the second bus.
When traveling on ION light rail, board with your activated ticket. You may be asked to show your activated ticket to a fare inspector during your trip. They will scan your ticket.
When boarding a MobilityPLUS vehicle, show your activated ticket to the bus operator for visual validation.

To see when your ticket expires, tap on the 'Details' button in the bottom corner. Under 'Valid Until', you’ll see the how much time is remaining on your ticket.

Get help:

Frequently Asked Questions

What is GRT Pay?

GRT Pay is an app that allows Grand River Transit (GRT) customers to purchase and use single ride tickets from their mobile device.

How do I get GRT Pay?

The app is free to download. Search 'GRT Pay' or 'Grand River Transit' in the Google Play Store or the Apple App Store.

The app is available on iOS or Android devices installed with the current or previous major version operating system.

Older versions of software may not be supported.

Are there fees for using GRT Pay or Transit app?

No, there are no additional fees for using GRT Pay or Transit app.

When using either app, please be aware that carrier charges may apply for data usage.

Grand River Transit is not responsible for any mobile carrier charges that you may incur as a result of purchasing a mobile product or downloading GRT Pay or the Transit app.

What if I don’t use my tickets?

Unused tickets in GRT Pay or Transit app will expire from your ticket wallet after one year and are not refundable.

Can I get a receipt for my purchase?

When purchasing tickets or setting up an account, you will receive confirmation emails with the subject line: GRT Pay confirmation.

Once you purchase your ticket a receipt will automatically be sent to the email address associated with your account.

You can also request another copy of your GRT Pay receipt at any time in the 'Actions' menu on any ticket.

In Transit app you can resend your receipt by going to Settings > Accounts > GRT > Transaction history > Select a ticket > Resend receipt.

Can tickets be deactivated?

No, tickets cannot be deactivated.

Can I get a refund if I purchase a ticket by mistake?

You can request a refund through the GRT Pay app or Transit app within five minutes of purchasing your ticket.

In the GRT Pay app, choose the ticket in your 'Ticket Wallet', select 'Actions', then 'Refund Ticket'.

In Transit app, select 'Settings', scroll down to 'Accounts' and choose 'GRT', then select 'Transaction History', choose your ticket, select 'Ask for Refund', and then select 'Refund'.

Tickets purchased from the GRT Pay website cannot be refunded. Activated or expired tickets cannot be refunded.

Can I transfer to other routes with a ticket?

You can use the same ticket to transfer to other routes.

Single ride tickets are valid for 120 minutes.

When transferring, display your ticket for visual validation.

You may be asked to tap the 'Actions' or 'Details' button to demonstrate your ticket is still valid.

I can’t find my ticket after purchase. What’s wrong?

Select 'Ticket Wallet' from the home screen on the GRT Pay app or 'Transit Fares' under settings in Transit app. This will show all the tickets you’ve purchased.

If your ticket says 'Inactive', you’ll need to activate it before boarding the bus, ION light rail or a MobilityPLUS vehicle.

Select the ticket you wish to use and tap the 'Activate' button. Your ticket details will display.

Select 'Activate Ticket' and your activated ticket will show on your screen.

If you still do not see your ticket, close the app and reopen it.

Troubleshooting

Losing cell service while trying to use a ticket

You need access to Wi-Fi or cell service to purchase a ticket. You do not need Wi-Fi or cell service to activate or show a ticket when boarding.

You must purchase your ticket before boarding the bus or ION light rail.

If you lose cell service after boarding the bus or ION light rail, you will still be able to activate and display purchased tickets.

You will not be able to make any purchases or other changes until you reconnect to cell service or Wi-Fi.

Unable to display ticket

You are responsible for having a mobile device in good working order prior to boarding and throughout the duration of your trip.

If your mobile device is inoperable, it is expected that you would use another payment method for your trip.

Activating more than one ticket on a mobile device

GRT Pay and Transit app support multiple single ride tickets. Tickets cannot be transferred to someone else’s mobile device.

If you’re purchasing tickets for more than one person, you’ll need an activated ticket for each person.

If you have activated more than one ticket, you can tap on the arrows at the bottom to scroll to the next ticket.

You’ll need to display each ticket when boarding.

Changing your mobile device

If you are using a new mobile device, log in to your GRT Pay or Transit app with your existing username and password.

You will be able to see unused tickets on your new device.

You can change your device three times over a six-month period.

Contact Grand River Transit through our online report an issue form if you are unable to switch your device.

Storing credit card details

You have the option to store your payment card details for future transactions.

When buying a ticket or adding funds you can add new card information and choose to save it.

The CVV number will need to be entered each time you make a purchase.

Protecting your personal information

GRT Pay and Transit app are fully compliant with Payment Card Industry standards (PCI-DSS).

All payment communication is fully encrypted via SSL, any sensitive data stored is highly encrypted and systems are constantly monitored for security vulnerabilities.

Ticket expiry

After you’ve activated your ticket, you can check how much time you have left by tapping the 'Details' button at the bottom of the ticket screen.

On the next screen, it will show the expiration time beside 'Valid Until'.

Each unused single ride ticket is valid for one year. Unused tickets past their validity period will appear as 'Expired' and will no longer be accepted for travel or be valid for refund.

Legal details:

Terms and Conditions

GRT Pay End User Terms

“GRT Pay Mobile Ticketing App and Services” Terms and Conditions

Definitions and Descriptions

The Regional Municipality of Waterloo owns and operates Grand River Transit (“GRT”, “we”, “us” or “our”) and provides a mobile ticketing app known as GRT Pay (“the App”) as a method of fare payment on your mobile device. The following terms and conditions (the “Terms”) govern your access to, and use of the App and the GRT mobile payment webpage at grtpay.ca (the “Website), as well as the GRT service use and policies of the integrated mobile ticketing feature of the Transit App when used on GRT vehicles, including but not limited to, GRT buses, ION Trains, MobilityPLUS vehicles and contracted transit services operating for GRT.

GRT has partnered with Masabi LLC (“Masabi”), our mobile ticketing software provider and the Merchant of Record, to provide the App, the Website and fare payment integration with Transit App to allow you to pay for and use GRT mobile tickets using your mobile device. A GRT mobile ticket is a type of ticket available on your phone, valid for use on GRT vehicles.

GRT and Masabi reserve the right to modify these Terms at any time by posting revised terms. Unless you are provided notice of revised Terms, your existing accepted Terms will remain in effect for any purchases made through the App. Your continued use of the App following notice of any changes to these Terms constitutes your agreement to the revised Terms. By downloading and using the App, you also agree to these Terms

GRT Pay App and Website

GRT grants you the right to download, install, access, and use the App on your mobile device to purchase and use GRT mobile tickets. Purchases can be made directly through the App, the Website, and Transit App., or in person at GRT customer service locations.

The App and Website are provided free of charge. GRT reserves the right to suspend purchases through either platform and on Transit App at any time and for any reason.

You do not and will not own the App, the Website, or any GRT or Masabi information provided through them. You may use the App and Website only in accordance with the Terms to purchase and use products and to access transit information and services for personal use and not for any other purpose. You must not try to alter, modify or try to copy or transfer products or services provided through the App and Website to any other user.

Transit App

GRT allows its mobile tickets to be sold and used through Transit App, a third-party application provided by Transit. GRT is not affiliated with Transit but offers this service integration to provide more mobile payment options to users.

When you use Transit App to purchase GRT fares and use GRT services, Transit will collect your payment information and pass it to Masabi, GRT’s Merchant of Record, to process payment. Transit facilitates these transactions and collects your user data through Transit App and your use of Transit App will be governed by Transit's terms and conditions, available at Transit - Terms of Use (transitapp.com), and their privacy policy, available at Transit - Privacy (transitapp.com). GRT’s service usage and policies, such as the refund policy and product activation on GRT vehicles, will govern purchase and use of GRT mobile tickets and these policies and usage terms are outlined in these Terms.

Mobile Ticketing and Use

GRT mobile tickets are available for purchase using your mobile phone through the App, the Website, in person at customer service locations, or via Transit App. Once you have purchased the product, it will be available on your mobile phone and can be activated immediately. GRT mobile tickets are for use on GRT vehicles only during the times and in the areas as specified at the time of purchase.

The price you pay for the GRT mobile ticket will be valid for the duration noted on the product and any subsequent price changes during the validity of the product will not affect your previously purchased products.

GRT mobile ticket must be activated prior to boarding a GRT vehicle and must be able to be clearly displayed on your mobile device screen for the duration of the journey. You must show your valid activated GRT mobile tickets to the transit operator on boarding and/or when requested by a GRT fare inspector or employee or a police officer for the whole duration of your journey.

Please allow time for the App to load while waiting for a bus, ION light rail train or other transit service. GRT does not accept any liability for any loss you may incur in the event that you do not have sufficient battery life on your mobile device to display your valid activated GRT mobile ticket. If you are unable to display a valid activated GRT mobile ticket during your journey, the full cash fare must be paid and no refund for an activated GRT mobile ticket will be given.

The security of your mobile phone or any GRT mobile ticket is your responsibility. In the event that your mobile phone is lost or stolen, registered users can log in to their account on a new device, which will automatically log them out of the previous device. Any remaining value on the ticket will be accessible on the new device, subject to a maximum of three device switches within a six-month period. This functionality is not available for non-registered or guest accounts. Grand River Transit (GRT) is not obligated to provide a duplicate or replacement ticket beyond what is permitted under these terms. For assistance, please contact Customer Service at 519-585-7555 or use the feedback form at grt.ca/customerfeedback.

GRT reserves the right to refuse travel on invalid GRT mobile tickets or if used on a stolen phone. GRT mobile tickets are not transferable and may only be used on the mobile device they were purchased for. Failure to show a valid GRT mobile ticket is considered fare evasion and is subject to enforcement actions according to GRT policy and local laws.

If the GRT mobile ticket has been damaged or is not readable in any way, it becomes invalid and a new one must be purchased. If you delete the App, you will also delete your GRT mobile tickets. If you reinstall the App on the same device it was deleted, your passes will be downloaded to the device. You cannot print, copy, or transfer GRT mobile tickets.

Your GRT mobile ticket will be sold to you by Masabi as the merchant of record. For products purchased with a credit or debit card, the appropriate payment will be deducted from your bank account or charged to your credit card at time of purchase. Please note that your debit/credit card details will be stored on Masabi’s system, which is compliant with Payment Card Industry standards (PCI-DSS).

The GRT mobile ticket itself creates a contract between you and GRT for the provision of the transit services that the product allows you to use. GRT provides these services to you and in no event will Masabi be responsible for or have any liability to you in relation to these services or their availability or performance, including your use or access to any GRT bus, ION light rail train or other services, the GRT network, or your use of the App and any services provided under the App.

Prices and Receipts

When you purchase a ticket on the App or Website, you will be notified of the price before you confirm your purchase. For information on fares please visit the GRT fare information webpage at grt.ca/fares. Once you complete your purchase, a receipt will be emailed to the email address you provided.

Changes, Refunds, and Replacements

Sales of GRT mobile tickets are final and non-refundable. While a refund may be permitted within five minutes of purchase in the App or Transit App only for inactive tickets, GRT mobile tickets cannot be replaced, changed, or cancelled in addition to being non-refundable. GRT or Masabi are not obligated to issue any refund, replace, change, or cancel a ticket.

Data Charges

The App is free, but data charges may be incurred to you by your cell phone network provider. You are responsible for any such costs. GRT will not take responsibility for any connectivity issues you may experience.

Availability and Updates

The GRT mobile ticket is valid when the ticket is activated after purchase. You may not start your trip on a GRT vehicle until you have a valid activated ticket. Once purchased, the GRT mobile ticket will specify the fare type, the validity of the product and its expiration date. GRT reserves the right to issue updates to the App, in which case you may not be able to continue using of the version of the App installed on your mobile device without downloading the latest update. GRT recommends that you download and install all updates issued. You are responsible for ensuring that your mobile device meets the required operating system version. GRT is not liable for errors which become apparent in old versions of the mobile application.

Materials, Ownership and Restrictions on Use

The App and Website are operated by GRT and is either owned by GRT or its third party licensors (including without limitation Masabi) and any data (excluding your personal information), text, graphics, images, audio and video clips, logos, icons, software and links and any intellectual property and other rights relating thereto within or provided by the App (together the “Content”), are and will remain the property of GRT or Masabi or their respective licensors. You may not copy (other than copies made incidentally on your mobile device in the course of your use of the App), reproduce, republish, upload, post, transmit or distribute the mobile ticket app or any of its content without the prior written permission of GRT and its licensors. Nor may you: (i) reverse engineer, decompile or seek to obtain the source code to the mobile ticket app except where and to the extent expressly required to be permitted by applicable law; or (ii) make or seek to make derivative works based on the mobile ticket app. Use or downloading of the App is conditioned on acceptance of these Terms. By using or downloading the App, you agree to these Terms. The App is supplied to you by GRT and neither Masabi nor any of GRT’s other third party licensors shall have any liability to you arising out of or in connection with the App.

Ontario law applies to these terms and conditions and users agree that any dispute between GRT and the users of the App regarding the mobile application or any mobile pass or arising out of or in connection with these terms and conditions are subject to the exclusive jurisdiction of the Province of Ontario.

Liability Disclaimer

In no event will GRT or Masabi be liable for any direct, indirect, special, punitive, exemplary or consequential losses or damages of whatsoever kind arising out of your use or access to mobile ticket or the App, including loss of profit or the like whether or not in the contemplation of the parties, whether based on breach of contract, tort (including negligence), product liability or otherwise. Neither GRT nor Masabi shall be liable for any damage or alteration to your equipment including but not limited to computer equipment, handheld device or mobile telephones as a result of the installation or use of the App or any mobile pass. Nothing in these terms and conditions shall exclude or limit a person’s liability for death or personal injury caused by negligence or for fraud or fraudulent misrepresentation or any other liability which cannot be excluded or limited under applicable law.

Neither the GRT nor Masabi are responsible for any delays, delivery failures, or any other loss or damage resulting from the transfer of data over communications networks and facilities not under the control of Masabi or the GRT, or their subcontractors, including the internet, and you acknowledge that the App may be subject to limitations, delays and other problems inherent in the use of such communications facilities.

You acknowledge and accept that the App may be subject to limitations, delays and other problems inherent in the use of communications networks and facilities (including the internet) not under the control of the GRT or its provider Masabi.

Privacy

The collection, use, and security of information obtained from customers using the App are subject to the Regional Municipality of Waterloo's Privacy Policy, as amended. This policy is consistent with applicable governing an individual's right to privacy and may be amended from time to time, as deemed necessary by GRT. The Privacy Policy is posted on the GRT website at grt.ca/GRTpay.

Support

If you have any questions or problems with the mobile application, please review the FAQs at grt.ca/GRTpay for answers to the most common questions GRT receives from its users. If that does not answer your questions, please contact GRT customer service at:

Phone: 519-585-7555 / TTY 519-575-4608

Customer Service Form: grt.ca/customerfeedback

Mail: The Regional Municipality of Waterloo

Grand River Transit

Marketing, Communications & Customer Service

250 Strasburg Road
Kitchener ON N2E 3M6

Privacy Statement

The Regional Municipality of Waterloo who owns and operates Grand River Transit (“GRT”, “we”, “us”, or “our”) is committed to protecting the privacy of any personal information you (“you”, “user” or “your”) provide to us through the GRT Pay app (the “App”) and the GRT Pay website (the “Website”).

The App and Website offer mobile fare products for sale through Masabi LLC (“Masabi”), our mobile ticketing software provider and the Merchant of Record.

The App and the Website have been designed and configured by Masabi to ensure compliance with the Municipal Freedom of Information and Protection of Privacy Act, R.S.O. 1990, c. M.56, as amended (“MFIPPA”).

Personal information, including your email address, device ID and model, payment information, and usage information will be collected by GRT and Masabi to administer the App. The App may collect geolocation information when you interact with certain features of the App such as making purchases and validating fare products. This data helps us analyze usage patterns and improve our services. You may choose to decline sharing your geolocation, and you will still be able to use the App without providing geolocation data.

When collecting payment information, you have the option to store your payment card details for future transactions. CVV will need to be entered each time. Masabi is fully certified and compliant with Payment Card Industry standards (PCI-DSS). All payment communication is fully encrypted via SSL, any sensitive data stored is highly encrypted and systems are constantly monitored for security vulnerabilities.

The information you provide when you register and/or use the App or Website is collected and used in connection with the services they provide. Any additional use of your information outside of those services requires your consent. Unless authorized by law, the personal information will only be disclosed for the purpose it was collected or a directly related purpose.

Masabi stores the information you provide on servers located in Canada. However, during data processing or maintenance, your data may be accessed from outside of Canada. Masabi is committed to protecting your personal information in accordance with the applicable legal requirements of the region.

To provide you with more digital options to purchase and use GRT mobile fare products, you may also purchase and use GRT mobile fares through Transit App, a third-party application offered by Transit. GRT is not affiliated with Transit but offers this service integration to provide more mobile payment options to users.

When you use Transit App to purchase GRT fares and use GRT services, Transit App will collect your payment information and pass it to Masabi, GRT’s Merchant of Record, to process payment. Transit facilitates these transactions and collects your user data through Transit App and your use of Transit App will be governed by Transit's terms and conditions, available at Transit - Terms of Use (transitapp.com), and their privacy policy, available at Transit - Privacy (transitapp.com). GRT’s service usage and policies, such as the refund policy and product activation on GRT vehicles will govern purchase and use of GRT mobile fares and these policies and usage terms are outlined in the GRT Pay Mobile Ticketing App and Services Terms and Conditions.

If you have questions about the handling of your personal information, please contact us at:

Phone: 519-585-7555 / TTY 519-575-4608

Customer Service Form: grt.ca/customerfeedback

Mail: The Regional Municipality of Waterloo

Grand River Transit

Manager, Marketing & Communications
250 Strasburg Road
Kitchener ON
N2E 3M6

For more information about Region of Waterloo Privacy Statement, please visit the Regional Municipality of Waterloo website.

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