PRESTO card changes are coming

We're rolling out an important upgrade to our system that will bring major benefits to PRESTO customers. You'll see instant PRESTO loads, real-time transaction details and account updates, and more.

As part of these improvements, make sure there are enough funds on your card to pay your fare before you travel. Autoload will now add funds automatically as soon as your balance drops below your set amount. You won't need to tap to make sure your Autoload funds are on your card. Pre-authorized debit payments are also being phased out. As we phase them out, they may take longer to process, which means if you have Autoload or Autorenew set up with pre-authorized debit, you may experience a delay before funds or passes are added to your card.

However, as we make these updates, some customers might temporarily see some unexpected activity from their cards or account. If you notice the following activity, your card is still active and can be used for travel. There is no need to contact us for:

• Unexpected automated emails from PRESTO for actions you did not take - ex. your PIN has been changed;
• An unexpected line in your transaction history – ex. “card registered” or “card setting changed”;
• A PRESTO device saying only "Accepted" without showing your fare paid and remaining balance.
• You may see a charge labelled Fare Adjustment - Tap Off Not Detected. This charge happens if you have a pending missed tap off from a past GO Transit trip. If you believe this charge was applied by mistake, you can request a refund through the GO Contact Centre (1-888-438-6646) or by filling out their web form.
  
  

How to get help

If you experience any issues, such as a missing transit pass or an incorrect fare type (child, youth, post-secondary or senior), please follow these steps:

• Sign in through the website or app to verify your account and card settings.
• Due to higher than usual call volumes at our Contact Centre, if there is anything that you feel is an urgent issue, please reach out to us through our web form.
• If you had a different fare type that was set up through your transit agency and it's no longer appearing on your PRESTO card, contact the transit agency for assistance.
  
  

When you fill out the form, make sure to include the following information:

• First and last name
• Email address
• PRESTO card number
• A description of the issue you’re experiencing
  
  

We apologize for any inconvenience you may have experienced and thank you for your patience as we update the PRESTO system.