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PRESTO FAQ - Setting Up Your Card

Have questions about using PRESTO? Find helpful answers to some of our most commonly asked questions.

Verifying your email address provides more security for your My PRESTO Account. This is a standard online security measure and it allows you to log into your online account with your email address.

If you don’t wish to verify your email address, you can continue to log into your PRESTO account with your username as usual and have full access to your account. However, you won’t be able to use your email address to log into your account, which is a new feature.

A single PRESTO account can manage up to 10 PRESTO cards; you don’t need to have an email address for each card you manage.

However, if you’d like to use an email address to log into your online PRESTO account(s), you’ll need to verify a unique email address for each account.

Once you verify an email address on one account, that same unique email address cannot be verified on any other online PRESTO account. If you have other online accounts that do not have a verified email address, you can continue to log into your account(s) with your username, can continue to have full access to your online PRESTO account and can manage your cards and transactions as usual. However, you won’t be able to use your email address to log into your online account.

If you created a My PRESTO Account before April 23, 2018, when you log in, a pop-up window will prompt you to confirm your email address. Once confirmed, you will receive an email with a verification link to complete the process. If you don’t have a My PRESTO Account, you will be prompted to verify your email address when you create one.

If you change or update your email address, you will be prompted to verify the new email address in order to use it to log into your online PRESTO account.

If you already have a My PRESTO Account but don’t have an email address, you can continue to access your online account using your unique username. You’ll have full access to your account and be able to manage your cards and transactions as usual but will need to close the email verification pop-up window to continue using your online account.

Note: New customers will need to include an email address when creating a My PRESTO Account.

We’ve increased the number of security questions for added account protection. If you created a My PRESTO Account before April 23, 2018 you would have only been required to include one security question. After that date, the next time you sign in you’ll be prompted to add two more security questions.

Your primary card is the first card that is displayed when you log into your My PRESTO Account. If you would like to change your primary card, you can do so on the Manage My Cards page.

You can purchase a card online or in person:

  • Order a card online: your card will be mailed to you within 7-10 business days. You must add at least $10 to your card balance or a weekly/monthly transit pass. You can choose to either create a My PRESTO Account or have your card not associated with an account.
  • Buy a card in person: at a Customer Service Outlet or at a Ticket Vending Machine (TVM) or a Fare Vending Machine (FVM). Your card is ready to use immediately, and can be added to your My PRESTO Account online within 24 hours. You must add at least $10 to your card balance or add a weekly/monthly transit pass. The card will be activated already and you are encouraged to create a My PRESTO Account in order to access the benefits of having an account.

The safety and security of our system is a top priority and we want to remind customers to beware of any offers from sources other than authorized PRESTO retailers.

Some security tips to keep in mind:

  • Only purchase PRESTO cards online at www.prestocard.ca, from vending machines that sell PRESTO cards, or in person at authorized Customer Service Outlets.
  • You can register your card online to protect the money in your account in case your card is ever lost or stolen. If your registered PRESTO card is lost or stolen, report it immediately. A registered card can be cancelled to protect the balance and transferred to a replacement card.

You should report suspected fraud to your local police, and notify the PRESTO Contact Centre. The more information we are able to collect on the matter will help in stopping it before more customers are affected.

The PRESTO card costs $6 and is non-refundable. This charge is collected by us to cover administrative fees for the cost of the card and using the system.

Yes, you can. Please note that we can only mail PRESTO cards to a Canadian address; however, PRESTO cards are available at a wide variety of local Customer Service Outlets.

No. PRESTO recommends updating your account information with your new credit card information once you have received it, and prior to the expiry date of the card used previously, especially if you use features such as Autoload or Autorenew.

Your password is used for logging into your My PRESTO Account at prestocard.ca. Your PIN is used for account verification purposes and may be required when calling the PRESTO Contact Centre.

If you ordered your card online and created an account at the same time, it must be activated before it can be used. You may activate your card:

  • Online by logging into your My PRESTO Account
  • By calling us at 1-877-378-6123

Once you activate your card, you must tap on a PRESTO device after 24 hours, but within 30 days to complete the activation. Otherwise, the activation expires and you will need to re-activate your card.

If you purchased a card online without creating an account, it does not need to be activated. If you purchased your card at a Customer Service Outlet, the card will be already activated for you.

Creating a My PRESTO Account allows you to enjoy a number of great benefits including:

  • Protect your balance if your card is lost or stolen. You can block your lost or stolen card and transfer money to a replacement card.
  • Set up an automatic reload (Autoload). Whenever your card balance falls below the minimum balance that you set, it will automatically top up with an amount you choose. Set up Autoload now.
  • Set up automatic transit pass renewals (Autorenew). Your selected transit passes will be added automatically to your card. Set up Autorenew now.
  • View your Transit Usage Report for federal tax purposes. PRESTO even makes it easy to view summaries of your travel.

There are two ways to create a My PRESTO Account:

  • Open an Account online: if you purchased a card at a Customer Service Outlet, you must wait up to 24 hours before creating a My PRESTO Account. Log in to the Create an Account page with your PRESTO card number ready.
  • Create an Account by mail: visit the Forms page if you want to create an account by mail. After you create an account online, you need to wait up to 24 hours and then tap your card on a PRESTO device within 30 days.

Still having trouble? Please call us at 1-877-378-6123.

Your PRESTO card purchase must be updated in our system before you can create a new My PRESTO Account or add your card to an existing My PRESTO Account. The time it takes for this update to happen varies but can be up to 24 hours.

Pending:

After you create an account online, you need to wait up to 24 hours before tapping a PRESTO device. Your account creation is considered pending until you tap a device.

If you have done this but your account was still not created, please call us at 1-877-378-6123 for help.

Expired:

If you created an account online more than 30 days ago, but did not tap your card on a PRESTO device, your account has expired.

If your account creation has expired, please call us at 1-877-378-6123 to reactivate it.

Please visit our Retrieve Username webpage and follow the steps to complete the process.

Fare types are set up on your PRESTO card by local transit agencies. By default it is set to 'Adult', however some transit agencies offer discounted fares for youth, seniors, and children. Customers must travel with proof of eligibility. Please contact your transit agency for more details on the fare types they provide.

Discounted fares/passes are available for children, youth and seniors using a PRESTO card on all transit agencies.

Your card must be set up to process a discounted fare at your transit service’s Customer Service Outlet. See the Using PRESTO page for details about discounted fares.

Yes, if you have a My PRESTO Account, you can REGISTER up to nine other PRESTO cards to your account (as long as they are not already registered to another My PRESTO Account). By adding additional cards to your account, you can:

  • Load value to other cards that could have different registration information
  • Establish an automatic payment program such as Autoload, Autorenew or reload with saved payment method
  • Use one username and password to manage all cards under one account
  • Obtain a Transit Usage Report

Note: You can still sign into your own account with a username and password. There is no information shared between accounts, such as, credit card or debit payment information.

If you already have a PRESTO card and have set up your PRESTO Account, you can continue to use that card. Here’s how to do that:

  1. Log in to your My PRESTO Account.
  2. Click on Manage > Add an Existing Card on the PRESTO top navigation bar.
  3. Enter the Card Number and 3-digit verification number found on the back of the card and click ‘Next.’
  4. Create a 4-digit PIN and nickname for your card and click ‘Next.’
  5. Verify the information and click ‘Add Card.’
  6. You will receive a message thanking you for adding the card to your My Presto Account.

The only difference is the way they look. The new cards are black and white and have a simpler design. The new cards work in exactly the same way as the green cards do and are the same price - $6.

All Shoppers Drug Mart Locations will have the new black PRESTO card. The new black PRESTO cards will be distributed to most of our Customer Service Outlets starting in late March. Transit Agencies will order new black PRESTO cards as their stock of green PRESTO cards sells out.

For a list of locations, visit the Customer Service Outlets page.

The look of the PRESTO card was updated to match Metrolinx’s new look.

Yes, you can keep using your existing, green card. We will continue to sell green PRESTO cards through Customer Service Outlets, other than Shoppers Drug Mart locations.

Yes, you can use it on any transit system that accepts PRESTO.