Bus

CATS Pass FAQs​



Tickets

What types of tickets can I purchase in the app?

The following tickets can be purchased in the CATS-Pass app:

Adult: Local bus and LYNX One-Way, One Day, Weekly and Monthly; Express bus One-Way and Monthly; Express Plus bus One-Way and Monthly

Senior and ADA/Disabled: Local bus and LYNX One-Way and Monthly; Express bus One-Way and Monthly; Express Plus bus One-Way and Monthly

Youth: Local bus and LYNX One-Way, Express bus One-Way and Express Plus bus One-Way



Can I view my active ticket or activate a ticket when I have no or poor cell service, like in the tunnel?

You can view the “Wallet” section offline, including active tickets, non-active tickets and expired tickets. You also can activate tickets while your phone is offline, but the ticket will only be available for 60 minutes. After that hour, your phone must reconnect to the Internet to view the ticket again. The other features of the CATS-Pass app, like the trip planner, can only be used when online.



How do I get a printed receipt for my ticket?

Choose “History” in the CATS-Pass “Wallet” section. Select the purchase order. Use the export icon in the upper right corner to email a receipt for each transaction.



Do transit tickets cost more using the CATS-Pass app?

No, the cost of a ticket purchased using the CATS-Pass app is the same as tickets purchased from a Ticket Vending Machine (TVM) or other pass sale location.



Can changes be made after a ticket is purchased?

No, once a ticket is purchased changes cannot be made. To learn more about the refund policy, view the CATS-Pass Terms and Conditions.



What should I do if I bought the wrong ticket?

All refunds will be reviewed on a case-by-case basis and refunded at the discretion of management. Please contact CATS Customer Service at 704.336.7433 or via email at telltransit@charlottenc.gov.



How do I view my purchased tickets?

On the home screen, click the “Wallet” button to view your tickets. All active tickets will be displayed directly on the home screen.



Can I buy a ticket for another person or group of people?

Tickets can be purchased for people traveling with you. Tickets cannot be sent electronically to another person’s phone. Activate all tickets for people in your group before boarding the bus or train.



Can I buy tickets days in advance of my travel?

Tickets can be purchased in advance. Non-activated tickets are stored in your “Wallet.” Do not activate your ticket until shortly before you board the bus or train. Tickets expire 60 days after purchase date.



How long can I keep a non-activated ticket?

Non-activated tickets will expire 60 days from the purchase date. There are no refunds for expired tickets.



If I purchase a ticket in the app do I need to print it?

You do not need to print a ticket. Go to the “Wallet” option and activate the ticket before boarding. Show the ticket on your smartphone to the bus operator or fare enforcement officer when required.



How do I activate my ticket?

To activate the ticket, slide the “Slide to activate” button on the bottom of the ticket. Once the ticket is activated, “RECENTLY ACTIVATED” will display on the screen, the timer will begin to countdown to the ticket expiration and you will see a live-motion image in the background.



If I have a ticket that’s purchased but not active, can I get a fine for fare evasion?

There are no free rides. You must activate your ticket before boarding and show the ticket on your smartphone to the bus operator or fare enforcement officer when required. Failure to produce a valid (Active) ticket is punishable by arrest or criminal citation. Criminal citation can result in a $50 fine.





Planning Your Trip

How does the Trip Planner work?

Using the “Plan” tool, you can create personalized journeys using CATS buses, light rail and streetcar. Results are shown in both text and map view.



What information is available about routes in the app?

Real-time data is available for bus, light rail and streetcar. The app displays the scheduled time and denotes if the vehicle is on time, early, or delayed.





Fare Capping

How much do I have to spend to activate the fare capping feature?

You must purchase and activate $88 (the equivalent of a local monthly pass) in eligible fares via the CATS-Pass app to use the fare capping feature.



What passes are eligible for fare capping?

All local bus and rail passes, including one-way, one-day and weekly passes, purchased through the CATS-Pass app will count towards the $88 monthly threshold. Only passes purchased through the CATS-Pass app will count towards a monthly pass.



How do I receive my upgrade to a local monthly pass?

Once you reach the $88 monthly threshold, a local monthly pass will automatically be added to your CATS-Pass wallet.



How long is my upgrade to a local monthly pass good?

The upgrade to the monthly pass is only for the current month you are purchasing tickets. On the first day of the following month, your fare capping will reset.



Can I participate if I don’t have a smartphone?

You must have a smartphone to download the CATS-Pass app and use the fare capping feature.

Riders who do not have access to a smartphone may be eligible to receive a free smartphone and free phone service through the Federal Communications Commission's income-based Affordable Connectivity Program (ACP). Through ACP, qualifying households can receive one free smartphone and free monthly service. To learn more about this program, riders can contact the Life Wireless at 1.888.543.3620 or email info@lifewireless.com.





Customer Service

I forgot my PIN. How do I retrieve it?

Please call CATS Customer Service for assistance at 704.336.7433.



Who do I contact if I need more assistance with the CATS-Pass app?

For CATS Customer Service please call 704.336.7433 or email telltransit@charlottenc.gov. Contact your mobile service provider for data connectivity issues.



How do I report an issue or contact transit security in the app?

Customers can securely report safety concerns in the CATS-Pass app by clicking the “More” option and selecting “Transit Security”.





Privacy

How is my privacy protected?

CATS will not share your profile information. Your information is also exempt from records requests.



Do you store or share any of my personal information?

For diagnostics, the CATS-Pass app stores your name, phone number, build stage, app version and device model, platform and version. You can view this information in “Your Profile”. Your credit/debit card information is protected by your PIN and stored securely with Payeezy, a leading provider of credit card processing for electronic payments. Payment information is neither stored in the app nor collected or stored by the Charlotte Area Transit System.



If I lose my phone, is my information safe?

Your information stored in the CATS-Pass app may be vulnerable if you have not taken precautions to protect your mobile device, such as locking the screen, activating remote features and configuring two-step authentication for all apps.