CPP Mobile User Guide – Edited 3/2019
When do I use the barcode on the mobile ticket?
Fare enforcement personnel will inspect mobile tickets visually by checking the color-changing ticket screen on your
device or may ask to view/scan the barcode on your activated ticket. Tap “view barcode” to show the mobile ticket
barcode to fare enforcement personnel.
What if I am having technical problems with the Metrolink App?
If you encounter an
y
technical prob
lems or errors, please em
ail us anytime at
[email protected] or call our call
center at 800-371-5465. Please include your Application Identifier on all requests. This can be found within the application
under help > app info.
Are there any fees for using mobile ticketing?
The Metrolink App is free to download. When using the application, please be aware that mobile service providers set
their own prices for data usage. Metrolink is not responsible for any mobile carrier data charges that a customer incurs as
a result of purchasing a mobile ticket or downloading the Metrolink App.
Are receipts available for my mobile ticketing purchase?
Receipts are available through email for all mobile tickets. Receipts will be automatically emailed to the email address
associated with the account.
Can mobile tickets be accessed through my Apple Passbook?
No, tickets will only be available through the Metrolink App at this time. The Metrolink App has several advanced features
that are currently not supported in Apple’s Passbook.
I receive an error message when using the Metrolink App and turn on Airplane Mode, why?
Airplane Mode cannot be utilized when you have an activated ticket.
What happens if I lose my device or buy a new device?
Your tickets are stored in the Metrolink App. Once you obtain another device, simply log into the Metrolink App to access
your tickets.
Why won’t it download on my Apple device?
Your operating system needs to be IOS 8.0 and higher.
What Android devices will not be able to run the Metrolink App?
The Samsung Galaxy S3 and S4, Galaxy Tab 3, and the HTC One are among the devices that will not be able to run the
Metrolink App. Also, the Metrolink app will not work or be supported on an Android operating system below 4.4 (KitKat).
What security protections are in place to protect my personal information?
The Metrolink Mobile Ticketing System is fully certified and compliant with Payment Card Industry standards (PCI-DSS).
All payments communication are fully encrypted via SSL, any sensitive data we store is highly encrypted and systems are
constantly monitored for security vulnerabilities.
How and when do
I need to activate my mobile ticket?
You should activate your mobile ticket (found in your Ticket Wallet) just before boarding Metrolink. The Ticket Wallet is a
tab on the home screen of the Metrolink App. Tickets remain active for the duration of your trip. Upon request, simply
show the activated ticket screen with changing colors to the fare enforcement personnel. Activation of every ticket type is
required prior to boarding including Monthly, 7-Day and Weekend Day Passes.