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App Overview Q&A

 

What is Hopthru?

Hopthru is a mobile ticketing app for public transit. Using the app, CAT riders can purchase passes and then use their phone to board the bus.

 

 

Is Hopthru available on both iOS and Android?

Yes!

 

 

What pass types are offered on Hopthru for my CAT?

Both single ride passes and 20 ride booklets are available on Hopthru.

 

 

Do I need to create an account to purchase passes on Hopthru?

Yes. You need to download Hopthru from the App Store or Google Play Store and create an account. Hopthru asks for your phone number to confirm your account and your name and email address to provide receipts.

 

 

Will my credit card information be stored with Hopthru?

Your credit card information will NOT be stored with Hopthru, but rather the industry leading payment processor, Stripe. Stripe prides itself on security and encrypts all information on disk with AES-256.

 

 

How can I update my credit card information?

You can add credit/debit cards to your account by going to the Settings screen and selecting Payment Settings.

 

 

Does Hopthru track my location?

Yes, Hopthru tracks your location while using the app in order to provide relevant nearby transportation options. Click on the navigation tab, enter a desired location, and see multiple transit options at your fingertips.

 

 

What do I do if my ticket is taking a long time to display?

All phones operate at different speeds. Some older devices use operating systems that might not work as fast. Please give yourself plenty of time to activate your pass before your bus arrives. The Hopthru application is available on all android phones running Android 4.1 (Jelly Bean) and above. It is also available on all iOS phones running iOS 8.0 and above.

 

 

What should I do if I'm having technical problems activating my pass?

For help, you can reach the Hopthru support center by going to the Settings screen in the app and tapping Support.

 

 

What happens if my phone battery dies before I can show my pass to the driver?

You are responsible for ensuring you have a charged and functional phone to activate and display your mobile pass to the vehicle operator. Hopthru is not responsible for honoring inactive, inaccessible, or expired tickets. If you are unable to display an active ticket, you will have to purchase a fare.

 

 

What if my pass expires before I can use it?

If this occurs, you will need to purchase another pass before your trip. Be sure not to activate a pass until you will soon be boarding the vehicle. Passes are valid for

 

 

What if my credit card is declined while trying to buy a ticket?

Confirm that you have entered the correct details for your card, including the correct account number, expiration date, and security code. If your card is still declined, contact your bank for further assistance or try another card.

 

 

Can I transfer my passes between agencies that Hopthru partners with?

No. Passes are only valid with the agency that they were originally purchased for.

 

 

What does it mean if I get a message saying invalid token session?

This generally happens when you use the same account on multiple devices. To fix the problem, log out of Hopthru and log back in with the same account.

 

 


 

 

 

Pass Purchasing Q&A

 

What forms of payment can be used to purchase passes on Hopthru?

Hopthru accepts Visa, MasterCard, American Express, Discover, JCB, Diners Club credit, debit cards and prepaid debit cards.

 

 

Can I get a receipt for my purchase on the Hopthru app?

Yes. A receipt will be emailed to the email address that you have registered with Hopthru immediately after a purchase is made.

 

 

Can passes be bought in advance and stored?

Yes. Purchase as many passes as you like and then use them when you want to. Passes in Hopthru never expire unless they are activated. Once a pass has been purchased it can be activated without any connection to the internet.

 

 

Where on the Hopthru app can I find my purchased passes?

Purchased passes will show up in the Pass Wallet (the first screen that is shown when the app is opened). When you are ready to board, tap on the pass you wish to use. An alert will pop up asking if you are sure you want to activate the pass.

 

 

How do I get a refund?

Refunds will be handled on a case by case basis. Please visit Hopthru Support and start a chat session for assistance. Support can be accessed here or in the Hopthru app in the settings tab by tapping "Support."

 

 

Does Hopthru charge a transaction fee when I purchase passes?

No. Passes on Hopthru are the same price as paying for passes directly from CAT.

 


 

 

 

Using Passes Q&A

 

 

How do I activate passes?

You can access your purchased passes in the “Pass wallet” screen. It is the first screen that comes up when you open the app. There, you will see all your passes sorted by purchase date and time (most recent purchase is on top). To activate a pass, simply tap on the pass you would like to use. An alert will pop up asking if you are sure you want to activate the pass. The expiration date and time will also be displayed on this alert.

 

 

How long will my pass be active for?

The length of a pass activation period for CAT bus is one hour. When you tap on a pass in your pass wallet, an alert will pop up asking if you are sure you want to activate the pass. This alert will have have the expiration date and time on it. If you don’t wish to use the pass, tap cancel on this alert.

 

 

 

How do I know how much time is left on my pass?

After you have activated your pass, the expiration date and time are displayed at the bottom of your digital ticket. This time stamp can also be found on the ticket in the pass wallet.

 

 

When should I activate my mobile pass?

To expedite the boarding process, you should activate your pass directly before boarding the vehicle and be ready to display it to the vehicle's operator. An internet connection is only required for purchasing a pass. It is NOT required to activate it.

 

 

How do I activate multiple passes?

At this time, each pass will show up as an individual item in the Pass Wallet. If you wish to activate multiple passes, simply repeat the process described above for activating an passes.

 

 

Do passes purchased on Hopthru ever expire?

Passes purchased on Hopthru will never expire unless they are activated.