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Frequently Asked Questions

General/App Info

  1. Who do I contact if I need more assistance with the GoPass app?

    Please contact the Support Line at 214-979-1111 for technical assistance. Contact your mobile service provider for data connectivity issues.

  2. How much does the application cost?

    The mobile ticketing application ("GoPass app") is FREE to download from the Google Play Store or Apple App Store. Search for GoPass.

    You can also text GoPass to 41411 for a link to download the app.

    When using the GoPass app, please be aware that mobile service providers set their own prices for data and usage. DART, TRINITY METRO and DCTA are not responsible for any data charges incurred as a result of downloading the GoPass app.

  3. How do I register when I use the application for the first time?

    Upon opening the application for the first time, you will be prompted to enter your First Name, Last Name and your zip code.

    The next screen will ask you to enter your phone number. This is a one-time process for your phone. Enter your phone number and press "NEXT". You will receive a One Time Password (OTP) via SMS text message. Enter the Verification Code and press “NEXT".

    First time users can also register the app from “Your Profile”. Follow the same process as above.

  4. Does it cost more to book using the app?

    No, the cost of a ticket purchased using the GoPass app is the same as tickets purchased from a Ticket Vending Machine (TVM), bus farebox or other pass outlet locations. Note: mobile service providers set their own prices for data and usage.

  5. Can I use this app if I don't have a credit or debit card?

    Yes, not only do we accept American Express, Discover, MasterCard and Visa, you can pay with cash using PayNearMe.

  6. Will I need a PIN or touch ID to make a purchase?

    During registration you will be prompted to enter a PIN, this PIN is used to protect your Profile and Credit Cards on file. You will also have the option to enable Touch/Face ID if your device is supported.

  7. Can I load funds to my Wallet using cash?

    Yes, with PayNearMe, you can add funds to your GoPass Wallet using cash.

  8. How is my privacy protected?

    For the purpose of diagnostics, the app will store your Name, phone number, build stage, app version, device model and platform and version. You can view this information in 'Your Profile'. DART, TRINITY METRO  and DCTA will not share this information with any third parties.

    Permissions needed to use GoPass app:
    iPhone: Location information.
    Android: Network Communication (full Internet access), Your Location (both fine (GPS) location and coarse (network-based) location), Phone Calls (read phone status and ID), and Storage (modify or delete SD card contents).

  9. Do you store or share any of my personal information?

    The GoPass app only stores your phone number and name. Your credit card information is protected by a PIN but is not stored in the app or at DART. Note: the credit card information is securely stored with Payeezy and is not collected by DART, TRINITY METRO and DCTA. Payeezy is a leading provider of credit card processing for electronic payment solutions.

    DART, TRINITY METRO and DCTA will not share profile information. PIN’s are not accessible to us, so if you forget your PIN, you will need to reset your PIN or contact DART customer service at 214-979-1111

    Note: You can update your PIN at any time in the app, but will require your existing PIN first.  

  10. What is the $.10 charge?

    If you register a credit card in Setup or GoPass Wallet of the app, Payeezy will post and immediately reverse a small charge (with $.10 or $1.00 depending upon your bank) against the account. Depending on your credit card company, this charge may or may not show up on your statement as pending. It will not be charged against your card.

  11. What is the current version of the app?

    Android App Version = 3.2.0
    iOS App Version = 3.2.0

Information About Your Privacy

  1. How is my privacy protected?

    For the purpose of diagnostics, the app will store your Name, phone number, build stage, app version, device model and platform and version. You can view this information in 'Your Profile'. DART, TRINITY METRO and DCTA will not share this information with any third parties.

    Permissions needed to use GoPass app:
    iPhone: Location information.
    Android: Network Communication (full Internet access), Your Location (both fine (GPS) location and coarse (network-based) location), Phone Calls (read phone status and ID), and Storage (modify or delete SD card contents).

  2. Do you store or share any of my personal information?

    The GoPass app will store your name and phone number. Note: the credit card information is securely stored with Payeezy and is not collected by DART, TRINITY METRO and DCTA. Payeezy is a leading provider of credit card processing for electronic payment solutions.

    DART, Trinity Metro and DCTA will not share phone numbers. Passwords are not accessible to us, so if you forget your password, you will need to delete the payment profile and resave the card with a new password.

  3. How to see permissions on your smartphone:

    Android:
    If an app is already on your Android phone:
    Tap the Menu key
    Select Setting, Applications, Manage Applications and select the app.
    Scroll to the bottom of the screen for the Permissions area, which tells you which permissions each app uses.

    To turn off your phone's location services:
    Tap the Menu key
    Select Settings, Location & Security
    In the My Location section, uncheck the boxes next to "Use wireless networks," "Use GPS satellites" and "Enable assisted GPS." to turn off all location tracking.
    Note: you won't be able to use any location services until you turn it back on.

    iPhone/iOS:
    Location privacy:
    The first time an app attempts to retrieve your location, it will ask for permission. If you respond with "Yes", the app will have permission until you tell it otherwise.
    An arrow icon will show in the status bar next to the battery icon whenever location is being accessed.
    To turn off location access, go to the Settings app and select Locations Services. You can turn off all apps or select an individual app to turn off location access.

Technical Issues

  1. Who can I contact if my app isn't working?

    Please contact the Support Line at 214-979-1111 for technical assistance. Contact your mobile service provider for data connectivity issues.

  2. I haven't received the SMS text message with the 4-digit code to register my phone. What do I need to do?

    Please make sure you are in an area with an active network connection where you can receive SMS text messages to your phone.

    You also have the option to contact your service provider to make sure your phone is set up to receive SMS text messages from 5-digit short codes. In some cases, service providers may have message blocking active. Contact your service provider for more assistance.

  3. I don't have an iPhone. Can I still use the application?

    Yes, if you have an Android phone with the operating system version 6.0. Windows and Blackberry mobile phones are not supported.

    If you don't know for sure which version your Android phone is using, go to Settings, About Phone to view the Android Version operating system.

  4. I have an older version of the iPhone. Can I still use the application?

    In order for the application to work correctly, you have to be running the iPhone iOS10 operating system or higher.

    If you don't know for sure which version your iPhone is using, go to Settings, General, About to view the iPhone OS number.

  5. I have an older Android phone. Can I still use the application?

    Yes, if you have an Android phone with the operating system version 6.0.

  6. Is a Blackberry or Windows Phone version available?

    No, currently the following phone operating systems are supported:
    - Android version 6.0 (Marshmallow)
    - iPhone iOS10 and up

  7. Can I use this on my iPad, Android Tablet or other mobile devices that are not considered to be phones?

    Yes, however the app will need a phone number to communicate. Please be aware, screens are optimized for smaller devices.

  8. What happens if my smartphone battery dies before I show the bus operator, train conductor or fare enforcement officer my mobile ticket?

    You are responsible for keeping your smartphone charged while riding the bus or train. You must purchase a ticket from a Ticket Vending Machine or bus farebox for your trip if your smartphone is not working, so please plan accordingly.

  9. If I lose my phone, is my information safe?

    It is your responsibility to protect your mobile device.

  10. How can I view my tickets?

    From the 'Home' screen click on ‘Unused’ or ‘Wallet’ to see the overview of tickets.

  11. Can I use this app without a network connection (offline)?

    In order to purchase a ticket using the GoPass app you must have a network connection (online).

    The Wallet section, including Current Passes and Purchases, can be viewed offline. Tickets may be activated offline but will only be available for 60 minutes offline. After that time, you must go online to view the ticket again.

    Note: There are no free rides. Failure to produce a valid ticket or pass is punishable by an administrative penalty of up to $50 or a Class C misdemeanor violation with a fine not to exceed $500.

    The other features of the GoPass app (trip planner and events & offers) can only be used online.

  12. What if I do not have a network connection at the bus stop or train station and need to show my ticket?

    'Unused', ‘Wallet’, and 'Activate Ticket' options are available offline. All active tickets, tickets not yet activated and expired tickets can be viewed offline. Tickets may be activated offline but will only be available for 60 minutes offline. After that time, you must go online to view the ticket again.

  13. What if I lose my network connection during a transaction?

    Once the network connection is available, please go back and confirm if the ticket has been purchased. If not, you have to follow the process to purchase a ticket.

  14. I have the application open, but I'm having problems getting the system to respond. What should I do?

    You can try to exit the application or restart your mobile device. In some cases, you may have to delete and reinstall the application or download the latest GoPass app update from the Google Play Store (for Android) or Apple App Store (for iPhone).

  15. Is my GPS location used within the application?

    No, GPS location is not used in the purchase of tickets. As an option, the trip planner offers the ability to populate your departure or destination using GPS. This assumes you allow the application to use your GPS location.

  16. What if I accidently delete the app?

    Download the app again from the Google Play Store or Apple App Store. Register your name and phone number again. Once the phone is registered, the ‘Wallet' section will be loaded with your tickets and purchase history. Your profile, if applicable, is also restored.

  17. How do I request an update?

    Go to the Google Play Store (for Android phone) or Apple App Store (for iPhone) and search for "GoPass" and see if an update is available.

  18. What happens to my tickets if I update the app?

    Your tickets will not be deleted, even if you do an update. Your profile will also still be intact, if you have one. Your passes and profile are linked by your phone number.

  19. What happens if I change phones?

    If you keep your phone number and the phone is an Android phone with the operating version 6.0 or higher or an iPhone with the operating version iOS10 or higher, install the app again and register your name and phone number. Once the phone is registered, the ‘Wallet’ section will be loaded with your ticket purchase history.

Ticket Info

  1. What kinds of tickets can I purchase through the application?

    A variety of ticket products are offered by DART, TRINITY METRO and DCTA to customers through the GoPass app to travel in the Dallas/Fort Worth and Denton service areas. The fares include:

    • Standard passes
    • Reduced passes
    • Peak/off-peak passes

    Please note: High School and College/Trade School reduced passes are not available in the GoPass app at this time.

    For more information on fares, please visit these links: DART, TRINITY METRO , DCTA

    When you buy your ticket, select the agency where you begin your trip.

    TRE riders:

    • Select TRINITY METRO if your trip begins at T&P, ITC, Richland Hills or Bell.
    • Select DART if your trip begins at West Irving, Downtown Irving/Heritage Crossing, Medical/Market Center, Victory or Union Station.
    • CentrePort/DFW Airport Station is the fare zone boundary. Select DART if you are traveling eastbound (towards Dallas), select TRINITY METRO if you are traveling westbound (towards Fort Worth).
  2. Do I qualify for a Reduced fare?

    The customer must be eligible and belong to one of the associated groups ("Child", "Senior", "Disabled", "High School" or "College/Trade School"). Currently, only Senior, Child and Disabled Reduced fares/passes are available via the GoPass app. The customer must show applicable separate valid ID whenever asked to present their pass.

    For more information on ID requirements please visit these links: DART, TRINITY METRO, DCTA

    Please note: High School and College/Trade School reduced passes are not available in the GoPass app at this time.

  3. How do I register when I use the application for the first time?

    Upon opening the application for the first time, you will be prompted to enter your First and Last Name and your zip code.

    The next screen will ask you to enter your phone number. This is a one-time process for your phone. Enter your phone number and press "NEXT". You will receive a One Time Password (OTP) via SMS text message. Enter the Verification Code and press “NEXT".

    First time users can also register the app from “Your Profile”. Follow the same process as above.

  4. What is the easiest way to buy a ticket through the application?

    The ‘Suggested’ pass option is the easiest and quickest way to purchase a ticket. Just choose Buy Ticket and complete the checkout process. You also have the ability to ‘Favorite’ the pass you use most often.

    You can also choose ‘Buy Tickets’ from the home screen:

    • Select the agency by pressing the desired agency logo-button
    • Select Local or Regional
    • Select the ticket you want to use
    • Choose the number of and type of passengers
    • Add to cart
    • Buy
  5. How do I add funds using cash?
    1. From your GoPass Wallet, select Manage balance in the upper right corner
    2. Select Add funds using cash
    3. Choose a payment location by the zip code
    4. Select the retail center from the list
    5. Follow the onscreen instructions for adding value
  6. How do I use the mobile ticket within the application?

    Go to ‘Wallet’ to view purchased tickets. After completing a ticket purchase, you will receive an inactive ticket. You must activate your ticket before boarding. Show the activated ticket on your smartphone to the bus operator, train conductor or fare enforcement officer when required. Unused passes can be accessed from the Home screen as well.

  7. The ticket is not active. How do I activate my ticket?

    After a purchase is complete, the customer receives an inactive ticket. In order to activate the ticket, slide the button on the bottom of the ticket to activate.

    Note: there are no free rides. You must activate your ticket before boarding and show the ticket on your smartphone to the bus operator, train conductor or fare enforcement officer when required. Failure to produce a valid ticket or pass is punishable by an administrative penalty of up to $50 or a Class C misdemeanor violation with a fine not to exceed $500.

  8. How can I view my purchased tickets?

    On the 'Home' page click on ‘Wallet' button to view your tickets.

  9. Will I get an e-mail confirmation for purchases made using the application?

    No, ticket purchase history will be available in the ‘Wallet' section. From purchases, order details can be emailed using the export icon in the upper right corner.

  10. How long can I keep a non-activated ticket?

    Non-activated tickets will expire 60 days from the purchase date. A notification will be sent to your phone prior to expiration.

  11. How do I scan my ticket on the bus/train?

    You do not need to scan the ticket on the bus or train. Instead, you must activate your ticket prior to boarding the bus or train.

  12. If I purchase a ticket do I need to print a ticket?

    No, 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, train conductor or fare enforcement officer when required.

  13. Can I buy a ticket for another person?

    Yes, if that person will travel with you. We do not offer sending a pass to a friend. Be sure to have all necessary tickets activated before boarding the bus or train.

  14. How many tickets can I purchase?

    You can purchase up to 9 tickets per ride type per purchase when using the 'All Tickets' option. Only a single ticket can be purchased with the 'Quick Buy' option.

    Note: Tickets are not activated until you activate them from the ‘Wallet’ or home screen. You must activate your ticket before boarding and show the ticket on your smartphone to the bus operator, train conductor or fare enforcement officer when required.

  15. Can I buy tickets days in advance of my travel?

    Yes, you can buy tickets in advance of your travel date and then activate them prior to boarding the bus or train. You must use your tickets within 60 days of the purchase date, otherwise your tickets will expire.

  16. Can I purchase more than 1 ticket at the time for myself? I want to purchase multiple tickets at once for use over several days of my choice.

    Yes, if you use the ‘Buy Tickets' (not Suggested) option. You can purchase up to 9 tickets per rider type per purchase. Rider type (e.g. adult, child, senior, disabled) may vary by agency.

    Note: Tickets are not activated until you activate them in ‘Wallet’. You must activate your ticket before boarding and show the ticket on your smartphone to the bus operator, train conductor or fare enforcement officer when required.

    You must use your tickets within 60 days of the purchase date, otherwise your tickets will expire.

  17. Can I buy multiple tickets so friends and family members can travel with me?

    Yes, you can buy multiple tickets for your friends and family if they travel with you. Be sure to activate all necessary tickets prior to boarding.

  18. Can I transfer my ticket to another phone?

    Currently, you will not be able to transfer your tickets to another phone or send to a friend.

  19. Where do I view Terms and Conditions?

    Terms and conditions are located in the more tab under Help and Support.

  20. I don't see the tickets I purchased online in the application. Where are they?

    Verify that you have a network connection. Exit the application and open it again. Navigate to the ‘Wallet’ section and see if the recently purchased tickets are shown in the list. If you still experience any issues please call the Support Line at 214-979-1111.

  21. I bought the wrong ticket, what should I do?

    All refunds will be reviewed on case by case basis. Please call customer service for assistance.

    DART
    214-979-1111
    TRINITY METRO
    817-215-8600
    DCTA
    940-243-0077 Ext. 2223

  22. Are there any special circumstances in which I cannot purchase tickets on the application?

    You will not be able to purchase a ticket with the GoPass app on the platform level at Cityplace/Uptown Station. There is no network availability in the tunnel between Pearl/Arts District, Cityplace/Uptown and Mockingbird stations. Keep in mind that mobile service providers have different coverage within the DFW area and an internet connection is required to purchase a ticket.

  23. Why did I not get a ticket?

    Make sure your network connection is available. Go to Wallet’ to view all tickets purchased. This is where you can confirm if the ticket has been purchased. If it was not, follow the process to purchase a ticket.

  24. How can I get a printed receipt for my ticket (expense reporting)?

    In your GoPass Wallet select History then the order you wish a PDF receipt for. Each transaction can be emailed using the export icon in the upper right corner.

  25. Am I able to make changes once I purchase a ticket?

    No, once the ticket is purchased you will not be able to make any changes. If you bought the wrong ticket, all refunds will be reviewed on case by case basis. Please call customer service for assistance.

    DART
    214-979-1111
    TRINITY METRO
    817-215-8600
    DCTA
    940-243-0077 Ext. 2223

  26. How do I get a refund if I don't use my ticket?

    There are no refunds for unused tickets. Please review the 'Terms and Conditions' document ('Changes, refunds and ticket expiration' paragraph) for more information about refunds. In the app, to access the document navigate to menu 'Settings' and select 'Terms & Conditions' option.

Settings/PIN

  1. I forgot my PIN, how do I retrieve it?

    Credit card information, including your payment profile password, is securely stored with Payeezy and is not collected by DART, TRINITY METRO and DCTA. Payeezy is a leading provider of credit card processing for electronic payment solutions.

    You must contact customer support at 214-979-1111 to reset your PIN.

  2. How do I change my PIN?

    Under the More section, select Your Profile. Enter your current PIN, then change your PIN. You will be required to confirm your PIN before it can be changed.

  3. What information can be found in Settings?

    Under ‘more’ the customer can access the following preferences and information:

    • Your Profile*
    • Payment Methods
    • Manage Favorites (stations and pass)
    • Help and Support

    * You cannot access your profile if you are not registered.

    Registration:
    Enter your First and Last Name and your zip code. The next screen will ask you to enter your phone number. This is a one-time process for your phone. Enter your phone number and press "NEXT". You will receive a One Time Password (OTP) via SMS text message. Enter the Verification Code and press “NEXT".

    First time users can also register the app from “Your Profile”. Follow the same process as above.

    Payment settings:
    You can add and remove stored credit cards. Please note, the name, phone number and zip code must be registered in order to store a credit card.

    To store a new credit card:

    1. Create a PIN
    2. Select Add New Card
    3. Enter your credit card details

    You can also add additional credit cards, select a default credit card (if more than one card is stored), delete a credit card, and change the name of a credit card. By default, the card will be stored as 'Visa' or 'MasterCard', depending upon the type of card entered. (American Express, Discover, MasterCard and Visa are accepted.)

    To set a default credit card, click on the star next to the card name. The card with the highlighted star will be set as the default payment card.

    Device information page:
    The page provides an overview of the phone and app:

    • Phone number
    • Build stage
    • App version
    • Device model
    • Platform and version

Travel Tools

  1. What information is available about routes/stations in the application?

    When pressing the Plan Journey button ('Home' screen), in the tab-bar, you will be taken to a map view of your area with stop/stations. The following options will be presented:

    Trip Planner
    Create personalized trip plans for DART buses and trains, TRINITY METRO buses, DCTA buses and A-train, and TRE. Results are shown in your choice of a text or map view.
    Enter where you want to go to receive detailed trip information.
    My location is the default starting point, but can be configured once the destination is set. The ability to set Home and Work locations can be found in your profile
    Favorite Stop/Stations to quickly view the next vehicle arrival.
    Before you go choose a Bus/Train/Rail icon to show the next arrival time or plan a ‘Take Me There’ option.

Contact Info

  1. Who do I contact if I need more assistance with the GoPass app?

    Please contact the Support Line at 214-979-1111 for technical assistance. Contact your mobile service provider for data connectivity issues.

  2. Who do I contact if I need more assistance with transit services?

    DART 214-979-1111
    TRINITY METRO  817-215-8600
    DCTA 940-243-0077

  3. Who do I contact in the event of an emergency?

    Dial 911.

    (If you are on a DART bus, train or at a DART facility, you can also contact DART Police at 214-928-6300, or dial 911.)

  4. Who do I contact if I see suspicious activity or packages?

    DART
    Call DART Police at 214-928-6300 or text the keyword DART police to 41411*. (If it is an emergency, call 911. This service does not replace 911 or the DART Police number, 214-928-6300.)

    This text service is only for individuals who need to contact the Dallas Area Rapid Transit Police Department and are in the DART service area. If you have any other issues to report or are not in the DART service area, contact your local police department or dial 911.

    * Message and data rates may apply.

    You can also download the ‘DART Say Something’ app for Android or iOS.

    TRINITY METRO
    Call TRINITY METRO  Customer Service at 817-215-8600.

    DCTA
    Dial 911.

  5. Who do I contact if I have lost something on board a bus or train?

    DART Lost and Found
    214-749-3810
    (DART Lost and Found is located at the DART Headquarters at Akard Station, Akard and Pacific.)

    TRINITY METRO Customer Service
    817-215-8600
    (TRINITY METRO Lost and Found is located at the Downtown Fort Worth ITC Station, located at the corner of 1000 Jones and 9th Street.)

    DCTA Customer Service
    940-243-0077