MetGo Card Terms and Conditions

MetGo Agreement

The MetGo card is NFTA-Metro’s fare media for use on fixed route buses, Metro Rail, and Paratransit services.  It uses an account-based technology to load and store funds for fare payment, and fare products such as time-based passes.  NFTA-Metro reserves the right to increase fares and the cost of fare programs in accordance with applicable laws and regulations.  MetGo cards cannot be redeemed for cash.

These terms and conditions constitute your MetGo Card Agreement (“Agreement”) and apply to all activities associated with the use of your MetGo card and account.  These activities include, but are not limited to, purchasing, activating, registering, using, reloading, and cancelling your MetGo card.   Please read the Terms and Conditions carefully and keep a copy for your records.  By acceptance, retention, or use of your MetGo card, the cardholder and all Card users agree to all terms and conditions of this Agreement.  This agreement and the fare structure may change at any time.


Types of MetGo cards

Standard MetGo cards

Standard MetGo cards and accounts are available for use throughout NFTA-Metro’s fixed-route system and are subject to the Terms and Conditions herein.  They are automatically charged the full adult fare when used with stored value.  They are capable of purchasing and containing only full fare time-based products, such as 7-day or 31-day passes.

Reduced-Fare MetGo ID cards

Certain individuals may qualify for reduced fares under Federal Transit Administration programs.  Qualifying individuals must apply to NFTA-Metro and provide proof of eligibility in order to obtain a MetGo Reduced-Fare Photo ID card.  For more information on eligible documentation, please visit metro.nfta.com.  Unlike the Standard MetGo card, Reduced-Fare MetGo cards are valid for use only by the individual to whom the card is issued.  NFTA-Metro will confiscate and may suspend improperly used Reduced-Fare MetGo cards.  All individuals desiring to take advantage of reduced fare pricing must possess a valid Reduced-Fare MetGo ID card to receive reduced cost products and services, including cash riders.

Paratransit MetGo ID cards

Certain individuals may qualify for Paratransit Access Line (“PAL”) services under Federal Transit Administration programs.  Qualifying individuals must apply to NFTA-Metro and provide proof of eligibility in order to obtain a Paratransit photo ID MetGo card.  For more information on eligible documentation, please visit metro.nfta.com.  Unlike the Standard MetGo card, Paratransit photo ID MetGo cards are valid for use only by the individual to whom the card is issued.  NFTA-Metro will confiscate and may suspend improperly used Paratransit photo ID MetGo cards.  All individuals desiring to take advantage of NFTA-Metro Paratransit fares and services must possess a valid Paratransit photo ID MetGo card.


Obtaining your MetGo card

You may purchase your Standard MetGo card for $2.00 at our Customer Service Center, Vending Machines, and at a growing network of retailers.  After you receive your card and load money or a time-based pass into your account, you will be able to use the MetGo card to pay your fare on NFTA-Metro buses, trains and Paratransit services.  A minimum of $5.00 must be loaded into your account to begin using the card.  (Note that recently added funds may take up to 10 or more minutes to be recognized on board buses or Paratransit Vans.)

Reduced-Fare MetGo and Paratransit ID MetGo cards must be obtained through the NFTA-Metro Customer Service Center or Special Services Department.  These cards must display a valid photo of the registered cardholder, and may only be used by the person depicted in the photograph and qualified for the special concession registered with their account.

Replacement cards, or cards purchased at retail outlets, cost $2.00 and you must load a minimum $5.00 transportation value to the card’s account at time of purchase.  You may load up to $200 at one time; but, your maximum account balance may not exceed $200.

All sales, reloads, and purchases of fare products within MetGo accounts are final.  Due to the rules and regulations governing pre-tax and transit benefit funding sources, NFTA-Metro cannot refund unused MetGo card account balances or products.


Activating your MetGo card

Your MetGo card will be activated when you purchase it a retail outlet, vending machine, or NFTA-Metro Customer Service Center.  When you receive the MetGo card, you must load transportation value to the card account either online, at an NFTA-Metro vending machine, the NFTA-Metro Customer Service Center, or by taking your card to a participating retail outlet.  Once the transportation value has been loaded, your card is available for imminent use.  (Note that recently added funds may take up to 10 or more minutes to be recognized on board buses or Paratransit Vans.)


Using your MetGo card

To use your MetGo card on fixed route local buses, tap your card on the bus fare box target when you board.  When traveling on the Metro Rail paid portion (underground) you must tap the faregate to enter, and tap again to exit.  You will be charged for only one trip provided you enter and exit the system within 40 minutes.  If you board or alight Metro Rail at the downtown free-fare zone, your journey will be calculated from the underground point of entry or underground point of exit.  If you board and alight entirely within the downtown Free Fare Zone, you do not need to tap your card or pay a fare.  If your MetGo card is valid for payment, the card reader will display a green light for a valid trip, or a yellow light if your account is valid but has a low balance.  If your MetGo card account has insufficient funds for your trip, or the card is otherwise invalid, the card reader will display a red light.  If for any reason the MetGo card is not accepted as fare payment, the user will be required to pay the fare in cash or present an alternative fare media.  When a stored value card is tapped, the correct value will automatically be deducted from the account for the account type (full fare, reduced fare, or paratransit).

For enhanced express bus routes, an additional premium charge (step – up) will be automatically deducted from your stored value account.  If your account contains a weekly or monthly pass product, you will be required to pay the additional premium in cash (see Introducing the MetGo card for additional information on tapping on and off, and travel on the NFTA-Metro system).


Registration

Registering your MetGo card gives you access to balance protection for lost and stolen cards, on-line transactions and travel history, and automated reloads.  You can register your card at the NFTA-Metro customer service sales outlet, by calling 716-855-7211, or by visiting metgo.nfta.com, and registering a previously purchased card.  When registering, you will need to provide a legal name, email address, password, and answers to three security questions.  By registering your card, you agree to update the registration information you initially provided so that it remains current.  Failure to maintain current registration may result in the cancellation of your MetGo card.  All information that you provide in connection with the registration of your MetGo card is subject to investigation and verification.  Each user account may have only one active card for their individual use at any one time.  We may decline to register a MetGo card if the information provided is invalid or fraudulent.  If you would like to transfer your registered MetGo card to another user, or otherwise dispose of it (see the transferability section of this document).


Minimum Amount to Ride

You must have adequate funds available in your MetGo account to ride NFTA-Metro (see NFTA-Metro’s current local and express fares).


Inspection

All passengers' proof of payment is subject to inspection.  You must present your MetGo card to NFTA-Metro Fare Inspectors, other authorized NFTA-Metro representatives, or Police upon demand.


Tracking Your Account Balance

You may confirm your registered MetGo card account balance at NFTA-Metro’s Service Center, any Ticket Vending Machine, your online account, our mobile app, or by calling 716-855-7211.  You may additionally review your reload and transaction history on-line, on our mobile app, by calling 716-855-7211, or by visiting our customer service locations at 181 Ellicott St., Buffalo NY, 14203.


Transaction Disputes

We reserve the right to correct the balance on your MetGo card account if we discover that a technical or accounting error has occurred.  For disputes relating to your MetGo card, please contact MetGo card Support at the telephone number provided at the end of this Agreement.


Card Account Value

NFTA-Metro’s master record of the MetGo card account shall be conclusive evidence of the amount of remaining value in any card account.


Reloading your MetGo card account

Add Value Transactions

The MetGo card requires a minimum add value amount of $5.00 when first purchasing a new MetGo card, or minimum additions $0.05 reloading an account.  You may load up to $200.00 in stored value in any single transaction, up to a maximum account value of $200.00.

Automatic Reload

Registered MetGo card accounts can be reloaded automatically by setting up your payment preferences on-line.  For Stored Value users, card accounts can be automatically reloaded when the balance falls below a certain threshold.  For time-based pass users, a new pass can be automatically purchased when the current valid pass is about to expire.  You need a valid credit or debit card, or bank account, to establish automatic reload payments.


Transferability, Card Replacement, Cancellation, Inactivity and Expiration

Transferability

All persons using the MetGo card system of payment on NFTA-Metro’s system must have their own MetGo card; however, unregistered MetGo cards are transferable and can be used by anyone bearing the card, as long as the card is valid, and the card account balance has sufficient funds for payment.  Once a card is tapped to board a bus or enter the Metro Rail paid portion of the system, the person who entered with the card must retain it on their person for the entirety of their vehicle trip.  Reduced-Fare and Paratransit MetGo ID cards are not transferable and can only be used by the person to whom the card was issued.

Lost and Stolen Cards

If your registered MetGo card is lost or stolen, in order to protect your card account balance, you must notify NFTA-Metro as soon as reasonably possible by calling Customer Service at the telephone number provided at the end of this Agreement.  You may also go online or access our mobile app to cancel a lost or stolen card.  Once you notify NFTA-Metro that your card has been lost or stolen, or block it in your online account, your card will be cancelled, and it cannot be used again as fare payment.  You are responsible for any charges until you properly notify NFTA-Metro that your MetGo card is lost or stolen.  You will not be responsible for unauthorized use of your lost and stolen MetGo card beginning the day following your proper report to NFTA-Metro.  You will be required to purchase a new replacement card at the current cost of the MetGo cards to replace a lost or stolen card.  Your remaining account balance or pass product associated with the lost or stolen card will be accessible by your replacement MetGo card once you have received and activated it.

Damaged Cards

MetGo card holders may not alter the card, including its graphics, and agree to take all reasonable measures to ensure that the card is not tampered with.  MetGo cards contain sensitive electronics and will be disabled if any hole is punched or any part of the card is cut.

If your MetGo card is defective and malfunctions within one year of receipt for a reason unrelated to your use and care of the card, you may return the card to NFTA-Metro for replacement at no charge.  Your existing account balance will be accessible to the replacement card once you have received it.  Cards that have had holes punched in them will be considered damaged and not defective.  If NFTA-Metro determines that the card is not defective but has been damaged by you, you must purchase a new MetGo replacement card at the current cost of the MetGo cards.

Cancellation by NFTA-Metro

NFTA-Metro may cancel your MetGo card account if you violate these Terms and Conditions.  Fraudulent use of the MetGo card will also result in cancellation of the account.

Inactivity and Expiration

Inactive accounts will automatically be closed after 5 years of inactivity.  Due to the rules and regulations governing pre-tax and transit benefit funding sources, NFTA-Metro cannot issue cash refunds for unused MetGo card account balances or products.


Privacy

Your use of the MetGo card is subject to the terms of the Privacy Policy.  For more information, please refer to this privacy policy or call Customer Service at 716-855-7211.