HopThru FAQs

Q.  What is Hopthru?

A. Hopthru is a streamlined mobile ticketing app for use on public transportation. Hopthru and Vine Transit are working together to offer riders an easier way to purchase fares.

Q: Which mobile devices is the Hopthru app available on?

A: Hopthru is available for iOS and Android devices.

Q: What type of Vine Transit fare media can be purchased on the Hopthru app?

A: Customers can purchase Adult, Discount, or Youth 1 Ride tickets, Day Passes, 20 Ride Passes, 31 Day Passes, Route 29 and Route 21 Passes through the Hopthru app.

Q: Are there any fees to use the Hopthru app?

A: No! The Hopthru app is free to download and there are no additional fees for purchasing or using a Vine Transit Pass.

Q: Do I need to create a Hopthru account to purchase a pass?

A: Yes, you need to download the Hopthru app from the App Store or Google Play store and create an account before purchasing a pass.  

Purchasing Tickets

Q: What forms of payment can be used to purchase passes on the Hopthru app?

A: The Hopthru app will accept most standard credit, debit, and commuter benefit cards.

Q: Can I get a receipt for my purchase on the Hopthru app?

A: Yes, a receipt will be emailed to the address you have registered with Hopthru immediately after a purchase.                                             

Q: Can passes be bought in advance?

A: Yes. Purchase as many as you like and then use them when you want.  

Q: Where on the Hopthru app can I find my purchased passes?

A: Purchased passes will show up in the Tickets screen.  When you are ready to get on the bus and activate the ticket an alert will pop up asking if you are sure you want to activate the ticket.

Q: How many passes can I purchase?

A: At this time, there is no limit to the number of transactions you can make, allowing you to store multiple passes on your device for activation.

Q: How do I get a refund?

A: Refunds will be handled on a case by case basis. Please contact Hopthru through the Support section of the mobile application.

Using Tickets

Q: How do I activate my mobile ticket?

A: You can access your purchased passes in the “Tickets” screen.  It is the first screen that comes up when you open the app. There, you will see your passes sorted by purchase date and time (most recent purchase is on top). Simply tap the pass you would like to activate.  You will be prompted to confirm activation.

Q: How long will my ticket be active?

A: Day and Monthly Passes are valid until 11:59 p.m. the day of expiration.  One Ride Tickets are valid for 30 minutes after activation.

Q: How do I know how much time is left on my ticket?

A: After you have activated your ticket, the expiration date will be presented at the bottom of the ticket.

Q: When should I activate my mobile ticket?

A: To expedite the boarding process, you should activate your ticket on the Hopthru app before boarding your bus and be ready to display it to the bus driver.

 

Other Common Questions

Q: How can I update my credit card information?

A: You can add or remove credit/debit cards from your account by going to the Settings screen and selecting Payment Settings.

Q: Does Hopthru track my location?

A: Yes, Hopthru tracks your location while using the app in order to provide relevant nearby transportation options. We also send boarding data back to transit agencies so they can better plan their routes. Rest assured, this data is anonymized.

Q: What do I do if my ticket is taking a long time to display?

A: All phones operate at different speeds, with some older devices using operating systems that might not work as fast. Please give yourself plenty of time to activate your ticket before your bus arrives.

Q: What should I do if I'm having technical problems activating my ticket?

A: For help, you can reach the Hopthru support center by going to the Settings screen and tapping Support.

Q: What happens if my phone battery dies before I can show my ticket to the conductor?

A: You are responsible for ensuring you have a charged and functional phone to activate and display your mobile ticket to the Vine Transit bus operator. Vine Transit is not responsible for honoring inactive, inaccessible, or expired tickets. If you are unable to display an active ticket, you will have to purchase a fare.

Q: What if my ticket or pass expires before I can use it?

A: If this occurs, you will need to purchase another ticket before your trip.  Be sure not to activate your passes until you are boarding the bus.

Q: What if my credit card is declined while trying to buy a ticket?

A: Confirm that you have entered the correct details for your card, including the correct card number, expiration date, and security code. If your card is still declined, contact your bank for further assistance or try another card.