How riders can contact Transit

Does a rider have questions about how to use Transit? Need to redirect a rider to Transit’s support team to report a bug? You’re in the right place. Continue reading to learn how riders can contact Transit or look for answers in our help documentation.

Here's what this article covers:

• Contacting Transit
• Transit help center
• Other resources

Contacting Transit

The best way for riders to contact Transit is from inside the app, using our Rider Report feature. Here’s how:

• Tap the gear icon on the main screen.

  

• Scroll down to "Help center" and tap "Get support".

  

• Tap "Contact us".

  

• Tap the relevant option in the decision tree and follow the steps. Depending on the issue, riders will be prompted to send an email to Transit support or consult a help page for instructions.

  

⚠️ Note: We’re rolling out this feature in stages and restricting it to English-language devices at first, so some riders may see “ Email us” instead of “Contact us.” If that’s the case, they can tap “Email us” to send us an email directly.

Help center:

We’re proud to maintain comprehensive help documentation for riders who use Transit, available in our Help center in English, French, and Spanish. We have over 60 articles covering Transit’s features, customization options, common issues, and frequently asked questions. Most answers to riders’ questions can be found here.

💁 Transit Help Center

Here’s a list of some of our most consulted articles, with information about how to use the app and solutions to common problems: 

• How to use Transit: a quick start guide for using Transit.
• Transit troubleshooting guide: solutions to common issues.
• Plan a Trip from A to B: planning a trip in Transit.
• How to track departures on your transit line: understanding schedules, real-time departures, and cancellations.
• Purchase and activate tickets in Transit: select your city for instructions on how to purchase and activate mobile tickets in Transit.
• Royale FAQ: Provided by your transit agency: answers to frequently asked questions about agency-provided Royale.

Anything missing from our documentation? Email us at info@transit.app.

Other resources:

Riders can always email Transit support at info@transit.app. Inquiries regarding tickets or fares purchased in the app are generally replied to within 3 hours when received during business hours. We read all the emails we receive.

⚠️ Note: though we do not answer emails outside of regular business hours, Transit’s support team continues to monitor the inbox on weekends in case of major issues or outages. 

Alternatively, riders can tap this link on their mobile device to send an email to Transit. You can publish or share this link directly with riders.