VENTRA CARD ON IPHONE AND APPLE WATCH FAQ

• Basics of  Ventra Card on iPhone and Apple Watch
• Adding and Removing Ventra Card to iPhone and Apple Watch
• Tap to Pay with Ventra Card on iPhone and Apple Watch
• Express Transit Mode
• Troubleshooting and Lost/Stolen Devices

 

Basics of  Ventra Card on iPhone and Apple Watch

 

1. Where can I use Ventra Card on iPhone and Apple Watch?

Ventra Card on iPhone and Apple Watch can be used at all Ventra readers on CTA buses, CTA ‘L’ station faregates and Pace buses. (Ventra Card on iPhone and Apple Watch is not accepted on Metra trains or for payment on Pace paratransit services).

2. Do I need to have a registered Ventra Card to use it on iPhone or Apple Watch?

Yes, if you wish to add a Ventra Card on iPhone and Apple Watch it needs to be registered to your Ventra online account.

Unregistered Ventra Cards (purchased from a machine or retail location without having been registered) will need to be registered online, by phone or in the app first before you can add it to your iPhone or Apple Watch.

If you don’t have a registered Ventra Card, you can use the Ventra app to add a new Ventra Card on iPhone and Apple Watch, which will automatically be registered to your Ventra online account.

3. Are special fare Ventra Cards (senior, military, people with disabilities) eligible to be added to iPhone or Apple Watch?

Currently, only full fare Ventra Cards (including those configured for O’Hare employees) can be added to iPhone or Apple Watch. Ventra Cards issued through special fare programs (RTA Reduced Fare, Student Ventra Cards, UPass cards, etc.) cannot be added to on iPhone or Apple Watch at this time.

4. I have a free or reduced Ventra Card; can I add my card to my iPhone or Apple Watch?

We’re sorry, but RTA and Student Reduced Fare cards and free ride Ventra Cards cannot be added to iPhone or Apple Watch at this time.

5. How do I add a Ventra Card to my iPhone or Apple Watch?

Transfer my plastic Ventra Card to iPhone or Apple Watch (Registered, Full Fare & O’Hare Employee cards):

• Open the Ventra App on your iPhone and tap the Cards section.
• Select the Ventra Card you want to add.
• Press the Add to Apple Wallet button and follow instructions in the app to add Ventra Card to your iPhone or your Apple Watch.
• Cut up and throw away your old, plastic card—it’ll no longer be valid once added to your Apple Wallet.

Purchase a new Ventra Card via the Ventra app:

• In the new Ventra app, sign in or create an account.
• In the Cards section, select the icon .
• Select Add Ventra Card to Apple Wallet and follow the prompts to add a pass or transit value. You will need to add at least $5 worth of transit value or a pass.
• Press Add to Apple Wallet to finish.

Tips:

The first Ventra Card added to Apple Wallet on any iPhone or Apple Watch will automatically have Express Transit enabled. This feature allows you to tap your iPhone or Apple Watch to a Ventra fare reader without having to unlock it first.

A Ventra Card in Apple Wallet can’t be loaded onto more than one device at a time—load it only to the iPhone or Apple Watch you wish to use whenever you ride.

6. What version of iPhone or Apple Watch do I need in order to use my Ventra card in Apple Wallet?

iPhone 6s, iPhone 6s Plus and iPhone SE (2016) or newer and Apple Watch Series 1 or newer with the latest version of the new Ventra app (with blue icon).

7. What is the minimum operating system required to use Ventra Card on iPhone and Apple Watch?

You will need to have the latest version of iOS or watchOS installed and the latest version of the new Ventra app (with blue icon). Check your system settings and app store to make sure you have the latest versions to get going.

 

Adding New/Existing Ventra Card to iPhone and Apple Watch

 

8. How do I add a Ventra Card to my iPhone or Apple Watch?

Transfer my plastic Ventra Card to iPhone or Apple Watch (Registered, Full Fare & O’Hare Employee cards):

• Open the Ventra App on your iPhone and tap the Cards section.
• Select the Ventra Card you want to add.
• Press the Add to Apple Wallet button and follow instructions in the app to add Ventra Card to Apple Wallet.
• Cut up and throw away your old card—it’ll no longer be valid once added to your iPhone or Apple Watch.

Purchase a new Ventra Card via the Ventra app:

• In the new Ventra app, sign in or create an account.
• In the Cards section, select the icon .
• Select Add Ventra Card to Apple Wallet and follow the prompts to add a pass or transit value. You will need to add at least $5 worth of transit value or a pass.
• Press Add to Apple Wallet to finish.

Tips:

The first Ventra Card added to Apple Wallet on any iPhone or Apple Watch will automatically have Express Transit enabled. This feature allows you to tap your iPhone or Apple Watch to a Ventra fare reader without having to unlock it first.

A Ventra Card in Apple Wallet can’t be loaded onto more than one device at a time—load it only to the iPhone or Apple Watch you wish to use whenever you ride.

9. How do I transfer my Ventra Card from my iPhone to Apple Watch or Apple Watch to iPhone?

From iPhone to Apple Watch:

• On your iPhone, open the Watch app.
• Tap the Wallet and Apple Pay option.
• Under the Other cards on your phone section choose the Ventra card you want to transfer to your Apple Watch and select the ADD button next to the card.
• Follow prompts to complete the transfer.

From Apple Watch to iPhone:

• On your iPhone, open the Watch app.
• Select the Wallet and Apple Pay option.
• Select the Ventra card you want to transfer to iPhone under PAYMENT CARDS ON YOUR WATCH.
• Select Add card to [iPhone name]. You may need to scroll down to see this.
• Follow prompts to complete the transfer.

10. Can I have my Ventra Card on both my iPhone and Apple Watch?

Sorry, you can only have one Ventra Card in Apple Wallet on one device at a time (i.e., just your iPhone or just your Apple Watch). You can, however, have multiple Ventra Cards in Apple Wallet at a time, each with their own value and passes, on each of your devices.

11. Is there a limit in the number of times I can move my Ventra Card from iPhone to iPhone or iPhone to Apple Watch?

Yes. Each Ventra Card in Apple Wallet can be moved between devices (iPhone to Apple Watch or from one iPhone to another iPhone) with the same iCloud account up to five times in a year. If you need to move your Ventra Card in Apple Wallet after you’ve reached this limit for the year, call Ventra Customer Service at 1.877.NOW.VENTRA (1.877.669.8368) who can help.

12. Am I able to share my Ventra Card in Apple Wallet across multiple iCloud accounts?

A Ventra Card in Apple Wallet can only be associated with a single iCloud account and cannot be shared across multiple devices.

13. Can I still use my plastic Ventra Card after converting the card to a Ventra Card on iPhone or Apple Watch?

No. Once a plastic Ventra Card is converted to a Ventra Card on iPhone or Apple Watch, the plastic Ventra Card is deactivated; it’s the same process as getting a brand new debit card from your bank, your balance is still available in the new card, but you can no longer use the old card. Customers should dispose of the plastic card once the card is converted to a Ventra Card on iPhone or Apple Watch. The plastic Ventra Card will no longer be able to have passes or value added to it or be used to ride transit.

Go to request a new Ventra Card

14. Will my Ventra Card on iPhone or Apple Watch have the same card number as my plastic Ventra Card?

No. Once you add a Ventra Card to Apple Wallet, it will be assigned a new card number. It will retain the same Transit ID, however, so it will not affect any settings you have currently enabled with the Ventra Card (Autoload, Transit Benefits, etc.).

15. How many Ventra Cards can I add to my iPhone or Apple Watch?

You can have up to five Ventra cards on any single iPhone or Apple Watch. The total number of cards (including credit, debit and transit cards like Ventra Cards) that can be added to Apple Wallet varies by device model.

16. How do I remove my Ventra Card from my iPhone or Apple Watch?

Once a Ventra Card is removed from Apple Wallet, it’s automatically deactivated and cannot be used until it’s added to Apple Wallet again (either on the same device or a new device). The Card will appear as grey in the Ventra app. Please note that removing a Ventra Card from your iPhone or Apple Watch does not remove the card from the Ventra App.

If you no longer want to use your Ventra Card on iPhone or Apple Watch, and want to move back to using a plastic Ventra card, please call Ventra Customer Service for assistance at 1.877.NOW.VENTRA (1.877.669.8368)..

On iPhone:

• Open the Wallet app on your iPhone and select the Ventra Card you want to remove.
• Press "…" (three horizontal dots) in the top right-hand corner and choose Remove This Card.

On Apple Watch:

• On your iPhone, open the Watch app.
• Select the Wallet and Apple Pay option.
• Select the Ventra card you want to remove.
• Select Remove This Card.

In the Ventra app:

• Go to the Cards section of the Ventra app and locate the card you want to remove.
• Press Remove from Apple Wallet
• Follow steps to complete process.
• Open the Wallet app on your iPhone and select the Ventra card you want to remove.
• Press "…" (three horizontal dots) in the top right corner and choose Remove This Card.
• Note: When removing your Ventra Card in the Ventra app you must also remove it from Apple Wallet. Follow steps detailed above.

17. Do I lose stored transit value or passes when I remove my Ventra card from Apple Wallet or no longer have access to my iPhone?

No. Your transit value balance and passes are associated with a Ventra Transit Account, though any pass in your account that’s been activated for use will still expire as scheduled whether or not it’s on an active Ventra Card.

For help, call Ventra Customer Service at 1.877.NOW.VENTRA (1.877.669.8368).

18. I just got a new iPhone; how do I add my Ventra card to my new iPhone?

It’s easy to do this using the Ventra app. Note that to do this, however, the new iPhone must be signed into the same iCloud account as your old device.

• On the new phone, download the Ventra app and log in with the same Ventra online account used with your card before.
• Go to the Cards section of the Ventra app and locate the Ventra Card that was on your old iPhone. A message will be displayed "Ventra Card on another device" (or if removed from your previous iPhone through your iCloud account, such as if your iPhone was lost, “Ventra Card not on any device”) just above the card’s nickname.
• Tap Add to Apple Wallet for the Ventra Card you wish to add to your new iPhone.
• If the Ventra Card is still associated with your old iPhone, you’ll be prompted to acknowledge this action will remove the Ventra Card from the old iPhone.
• Follow the prompts on the screen to complete the process.

19. How do I change the Ventra Card nickname shown in the Ventra app for a Ventra card in Apple Wallet?

The Ventra app does not allow you to edit Ventra Card nicknames, but you can log in using the same Ventra online account at www.ventrachicago.com and edit the nickname there. It will be updated in the Ventra app once refreshed.

 

Tap to Pay with Ventra Card on iPhone or Apple Watch

 

20. How do I add Transit Value or CTA/Pace passes to my Ventra Card on iPhone or Apple Watch?

Transit value and passes for CTA and Pace can be added to your Ventra Card on iPhone or Apple Watch just like with a regular plastic Ventra Card using the Ventra app.

21. Are the same passes and transit value options available for Ventra Card in Apple Wallet?

Yes! Ventra Card on iPhone or Apple Watch offers the same fare options including riding with transit value, all regular pass options, and the ability to pay for up to six others traveling with you. You can even have pre-tax transit benefit value or passes added to your account through your employer.

Note that only regular Ventra Cards (and the fare options that come with them) are able to be added to Apple Wallet—special fare cards, such as RTA Reduced Fare, UPass Cards, or Student Reduced Fare cards cannot be added to iPhone or Apple Watch, at this time.

22. Is there a minimum transit value or pass needed to add Ventra Card to Apple Wallet?

You can convert eligible, plastic Ventra Cards with any value or pass product in the account (even if the card has no balance) to a Ventra Card in Apple Wallet. (Free and Reduced Fare program cards cannot be added to Apple Wallet at this time.)

If you don’t have a plastic Ventra Card and want to create a new Ventra Card on iPhone or Apple Watch, you’ll need to start off with at least $5 in transit value or a CTA and Pace pass.

23. Which payment options are available to add passes and transit value to my Ventra Card on iPhone or Apple Watch? / Am I required to use Apple Pay as a funding source to load fare to a Ventra Card in Apple Wallet?

You can use all payment options available in the Ventra app, on the Ventra website or at a Ventra Vending Machine to add value to your Ventra Card, including cards in Apple Pay (as a funding source)

Autoload is available as an option, too—though like with plastic Ventra Cards, you’ll need to set up autoload in the Ventra system using a credit or debit card in the Ventra app or your Ventra online account.

24. Can I use Transit Benefits to add passes and transit value to my Ventra Card on iPhone or Apple Watch?

Yes, a Ventra Card on iPhone or Apple Watch can be loaded with transit benefit value or passes, just like a plastic Ventra Card. If you’re converting an existing plastic Ventra Card to a Ventra Card on iPhone or Apple Watch, your transit benefits will be available and continue to be loaded as before since your card’s Transit ID will remain the same.

If you’re setting up transit benefits with your employer for the first time, they may need your card’s Transit ID to set up direct loading of fare into your card’s account or otherwise offer a prepaid transit debit card to use as a funding source in the app like you would any other credit card.

25. Can I use Ventra Vending Machines at CTA and Pace locations to add transit value or pass using cash to my Ventra Card on iPhone or Apple Watch?

Yes! You must authenticate in order to add transit value or pass using cash at a Ventra Vending Machine.

iPhone with Face ID:

• Double-click the side button. When your default card appears, tap it, then tap to choose the Ventra card you want to add transit value or pass to.
• Glance at your iPhone to authenticate with Face ID, then tap the top half of your iPhone on reader on the Ventra Vending Machine to bring up your Ventra account.
• Follow instructions on the Vending Machine to add transit value or pass.

iPhone with Touch ID:

• Tap the top half of your iPhone on the Ventra Vending Machine reader without resting your finger on Touch ID. When your default card appears, tap it, then tap to choose the Ventra card you want to add transit value or pass to. Rest your finger on Touch ID and tap the top half of your iPhone near the reader on the Ventra Vending Machine to bring up your Ventra account.
• Follow instructions on the Vending Machine to add transit value or pass.

Apple Watch:

• Double-click the side button. When your default card appears, swipe left or right to choose the Ventra card you want to add transit value or pass to. Hold your watch near the reader on the Ventra Vending Machine to bring up your Ventra account.
• Follow instructions on the Vending Machine to add transit value or pass.

26. How do I tap my iPhone to pay at CTA buses and trains and Pace buses?

Here’s a quick how-to-video on how to tap and pay at a Ventra reader with your Ventra Card on iPhone.

When ready to pay for a ride at a Ventra reader with Ventra Card on iPhone simply tap your iPhone face up to the Ventra reader’s yellow target. You’ll see “Done” and a checkmark on the iPhone when the card is read, and the reader will respond just like when a plastic card is presented (“Go”, etc.).

If Express Transit Mode is enabled for your Ventra Card, you won’t need to wake your phone.

If Express Transit Mode is NOT enabled you’ll need to wake up your iPhone by double-clicking the home or side button and ensure your Ventra Card is the card that’ll be presented at the reader.

27. How do I tap my Apple Watch to pay at CTA buses and trains and Pace buses?

Here’s a quick how-to-video on how to tap and pay at a Ventra reader with your Ventra Card on Apple Watch.

When you’re ready to pay for a ride at a Ventra Reader with a Ventra Card on Apple Watch, hold the display face of your Apple Watch just over the yellow target of the Ventra reader until you feel a vibration. You’ll see “Done” and a checkmark on the Watch display and the reader will respond just like when a plastic card is presented.

If Express Transit Mode is enabled you won’t need to wake your watch.

If Express Transit Mode is NOT enabled you’ll need to wake up your Apple Watch by double-clicking the side button and ensure your Ventra Card is the card that’ll be presented at the reader.

 

Express Transit Setting

 

28. What is Express Transit and how do I enable it?

Quickly pay for rides with Apple Pay using Express Transit on your iPhone and Apple Watch without having to wake or unlock your device, or open an app. You don't even need to validate with Face ID, Touch ID, or your passcode. Simply tap your iPhone face-up on the yellow target of the Ventra reader until you feel a vibration. You will see “Done” and a checkmark on the device display.

Express Transit Mode is automatically activated for the first Ventra Card on iPhone or Apple Watch you add. Additional Ventra Cards will not be set up for Express Transit.

On iPhone:

• Open the Wallet app on your iPhone.
• Select the Ventra card you want to set up for Express Transit
• Select the “…” (three horizontal dots) and select Express Transit. Follow prompts to authenticate.

On Apple Watch:

• Open the Watch app on your iPhone and select the Wallet and Apple Pay option
• Select Express Transit Card option
• Select the Ventra card you want to set up for Express Transit and follow prompts to authenticate.

29. How do I change which of my Ventra Cards is set up for Express Transit?

On iPhone:

• Open the Wallet app on your iPhone.
• Select the Ventra card you want to set up for Express Transit
• Select the “…” (three horizontal dots) and select Express Transit. Follow prompts to authenticate.

On Apple Watch:

• Open the Watch app on your iPhone and select the Wallet and Apple Pay option
• Select Express Transit Card option
• Select the Ventra card you want to set up for Express Transit and follow prompts to authenticate.

30. How many Ventra cards can be set up for Express Transit?

You can have one Ventra Card enabled for Express Transit.

31. How do I disable Express Transit?

During the first time you add a Ventra Card to your iPhone or Apple Watch, you may disable Express Transit Mode for that card. You can also disable Express Transit Mode anytime by following the steps below.

On iPhone:

• Open the Wallet app on your iPhone.
• Select the Ventra Card you want to disable for Express Transit
• Select the “…” (three horizontal dots) and select Express Transit. Choose none or turn off.

On Apple Watch:

• Open the Watch app on your iPhone and select the Wallet and Apple Pay option
• Select Express Transit Card option
• Select the Ventra Card you want to disable for Express Transit. Choose none or turn off.

32. What if I ride other transit systems and want to use Express Transit Mode there, too?

You can set any payment cards to be used as your Express Transit card on systems that are compatible with Express Transit Mode, as well as transit cards issued by other agencies for use with their fare readers. These will not be activated at Ventra Readers for Express Transit, nor will your Ventra Card be presented to readers in other cities which are configured for Express Transit. To learn more visit https://support.apple.com/en-us/HT207958

33. I have a payment card enabled for Express Transit; can I still enable Express Transit on my Ventra card in Apple Wallet?

Yes, you can have payment cards or transit cards for other agencies enabled as Express Transit cards; these will not be activated at Ventra Readers if a Ventra Card is enabled with Express Transit. Note that you can only set one Ventra Card as your Express Transit card, however.

34. Does identifying my Ventra Card as the “default card” in the Ventra app enable Express Transit on this same card in Apple Wallet?

No—this is a separate setting. The “default card” setting in the Ventra app controls which card shows up first in your card carousel and does not enable Express Transit for that Ventra card. To enable Express Transit on your Ventra Card, you will do this in your device’s settings:

On iPhone:

• Open the Wallet app on your iPhone.
• Select the Ventra card you want to set up for Express Transit
• Select the “…”(three horizontal dots) and select Express Transit. Follow prompts to authenticate.

On Apple Watch:

• Open the Watch app on your iPhone and select the Wallet and Apple Pay option
• Select Express Transit Card option
• Select the Ventra card you want to set up for Express Transit and follow prompts to authenticate.

 

Troubleshooting

 

35. I tried using my Ventra Card on my iPhone at a Ventra reader and it is not working. What should I do?

Confirm you are holding your iPhone or Apple Watch correctly.

• For iPhone: When you pay at a Ventra reader with a Ventra Card on iPhone hold the top half of your iPhone face-up on the yellow target. You will see “Done” and a checkmark on the iPhone.
• For Apple Watch: when you pay at a Ventra reader with a Ventra Card on Apple Watch hold the display of your Apple Watch just above the yellow target of the Ventra reader until you feel a vibration. You’ll see “Done” and a checkmark on the Watch display.

Tip: Also confirm if you have Express Transit enabled.

• If Express Transit is enabled, simply hold the top half of your iPhone face-up on the yellow target of the Ventra Reader. Your iPhone will present the card you've selected as your default Transit Card and the appropriate fare will be deducted.
• If Express Transit is not enabled, prior to approaching the reader launch Apple Wallet and select the Ventra Card you want to use. Pre-arm the wallet by double-clicking the side button or home button depending on your device type (and make sure your Ventra Card is the card being presented for payment), and when ready hold the top half of your iPhone face-up on the yellow target of the Ventra Reader.

Note that Ventra readers can accept any standard contactless payment method for fares, such as contactless bankcards or credit or debit cards in Apple Pay. Be sure that Express Transit Mode is enabled on your preferred Ventra Card or otherwise that the correct card is being presented when you touch your iPhone or Apple Watch to a Ventra reader, or a pay-as-you-go (PAYG) fare might be charged to a credit card, for example.

36. Why was my credit card charged for my transit ride instead of my Ventra Card on my iPhone or Apple Watch?

You may have experienced card clash. Card clash occurs when two contactless payment cards- such as Ventra Card on iPhone and a common contactless bank card - are presented at a Ventra Reader at the same time. The Ventra reader won’t know which of the two cards to charge and will simply charge the first valid payment card that it sees. Please be sure to only touch the card or iPhone you wish to pay with to the reader and keep your iPhone or Apple Watch separate from any payment cards when paying, including a credit card with the contactless “wave” symbol stored in your iPhone’s protective sleeve.

If you need additional assistance, call Ventra Customer Service at 1.877.NOW.VENTRA (1.877.669.8368).

37. What should I do if the wrong card was charged for my transit ride?

For help, please contact Ventra Customer Service at 1.877.NOW.VENTRA (1.877.669.8368).

Only present the payment method you wish to pay with at the Ventra reader. Also, check your settings to ensure your Ventra Card on iPhone or Apple Watch is set up with Express Transit Mode for easiest payment using your iPhone or Apple Watch.

38. How do I access my Ventra Card if my iPhone is lost or stolen?

The process is easy to move a Ventra Card to a new iPhone or re-activate your Ventra Card when you find your iPhone or Apple Watch.

If your iPhone has been found:

• Enter your passcode.
• Log into your iCloud account.

If you get a new iPhone:

• On the new iPhone, download the Ventra app and log in the same Ventra online account you used on your old iPhone.
• Tap the Cards section of the Ventra app, and then review your current Ventra cards on iPhone or Apple Watch. For Ventra Cards on your old iPhone, the Ventra app will say "Ventra Card on another device" below you Ventra card(s).
• Tap Add to Apple Wallet for the Ventra Card(s) you wish to add to your new IPhone.
• If your Ventra Card is still loaded on your old iPhone, you’ll be prompted to acknowledge that this action will remove the Ventra card from the other iPhone.
• Follow the prompts on the screen to complete the process.
• Then tap Express Transit Card, then select Ventra Card to enable Express Transit.

39. Can I temporarily suspend my Ventra Card if I can’t find my iPhone or it’s stolen?

If your iPhone is lost or stolen, you can follow these steps to temporarily suspend use of your device:

• Go to iCloud.com and log in with your Apple ID
• Select Find My iPhone, then choose All Devices
• Select your device, then select Lost Mode

When you select Lost Mode, your iPhone cannot be used to ride CTA or Pace or make any transactions with Apple Pay.

40. Can I remotely remove my Ventra Card from an iPhone, or Apple Watch I no longer have access to (lost, stolen)?

Yes! You can do this from your iCloud settings, just like other cards you have added to your Apple Wallet.

• Go to iCloud.com and log in with your Apple ID.
• Select Setting, then select your device.
• All provisioned cards will be displayed.
• Follow steps to remotely remove your Ventra card from Apple Wallet.

41. I just bought a new iPhone; how do I recover my Ventra Card from my old iPhone?

It’s easy to do this using the Ventra app. The new iPhone must be signed into the same iCloud account and Ventra account as your old iPhone.

• On the new iPhone, download the Ventra app and log in with the same Ventra online account used with your Ventra Card before.
• Go to the Cards section of the Ventra app and find the card that was on your other iPhone. You will see "Ventra Card on another device" (or if removed from your previous iPhone through your iCloud account, such as if your iPhone was lost, “Ventra Card not on any device”) just above the card’s nickname.
• Tap Add to Apple Wallet for the Ventra Card you wish to add to your iPhone’s wallet.
• If the card is still associated with another iPhone, you’ll be prompted to acknowledge that this action will remove the card from the other iPhone.
• Follow the prompts on the screen to complete the process.

42. Why is my Ventra Card grey in the Ventra app?

A grey Ventra Card means that it has been removed from Apple Wallet on an iPhone or Apple Watch. The card is deactivated and cannot be used until it’s added to Apple Wallet again (either on the same iPhone or a new iPhone).