Quick links:

Questions About Getting and Using Clipper

Is there a cost to get a Clipper card?

A new adult Clipper card costs $3. Clipper will waive this fee if you purchase your card online and sign up for Autoload at the time of purchase only. If you purchase a card at a Muni Metro or Golden Gate Ferry ticket machine or a SMART fare machine, you will need to load a minimum amount of value to your new card. At other locations and on clippercard.com, no minimum value is required for new cards.

Youth and Senior Clipper cards are free. RTC Clipper cards are priced in accordance with RTC program policies. Visit Clipper discounts for more information.

Is it safe to purchase Clipper cards posted on Craigslist and similar sites?

Clipper cards purchased on Craigslist and similar sites may appear legitimate and even work initially, but can be blocked if the card you purchased is the subject of a scam.

Avoid scams by purchasing Clipper cards and products ONLY from authorized vendors such as clippercard.com, transit agency ticket offices, transit agency ticket machines, Walgreens and other participating retailers (full list here).

How do I know Clipper is charging me the right fare?

When you use your Clipper card with either a transit pass or cash value, a single or double beep will indicate the correct fare has been deducted or that a valid pass or transfer has been found. Each time you pay your fare with cash, the card reader displays the fare deducted and shows how much you have left. On BART, you will see the balance on your card when you tag on and enter the system and then the amount deducted and remaining balance when you complete your trip and tag off. On Caltrain, SF Bay Ferry, Golden Gate Transit buses, SMART and Sonoma County Transit, you will see the maximum fare when you tag on.

Clipper always checks first to see if your card has a valid pass or transfer, ensuring you are always charged the lowest possible fare.

Can I punch a hole in my Clipper card, so I can wear it around my neck or clip it to a belt or purse?

Do not alter your Clipper card in any way. Punching holes in the card, bending it or otherwise altering it could damage the small antenna used to send information between the card and the card reader. If the antenna is damaged, the card will not function properly.

Can two people use the same card at the same time?

No, if two or more people are traveling together and want to use Clipper, each needs to have his or her own card.

Can I get a refund for the value on my card?

Refunds are only available to registered cardholders and are limited to cash value and unused passes and tickets. We cannot give refunds for partially used passes or tickets. Additionally, federal tax law prohibits refunds if a card has received any value through a pre-tax employee transit benefit program; customers cannot get a refund for any of the funds on the card - even if there was value on the card before joining the benefit program or if personal funds have been added separate from transit benefits.

Clipper charges a $5 administrative fee for processing a refund request; if your card does not have at least $5 in value on it, we cannot process your refund request.

To get a refund, complete the Clipper Cancellation Form and send it to Clipper Customer Service along with your payment information. Your refund request will typically be processed within 30 days.

[back to top]

Questions About Managing Your Clipper Account

Can a Clipper account have more than one card associated with it?

You can have multiple adult cards associated with a single account. If you log into your account and order a card, Clipper will automatically register your new card to your existing account. If you get another card in person, log in to your account, and click on 'Register a card' to associate the new card with your account.

Youth, Senior and RTC Clipper cards must have their own accounts.

My spouse, relative, or close friend needs help managing their registered Clipper card. How can I manage the account on their behalf?

The Clipper program, as a matter of law and policy, does not disclose Clipper account information to someone who is not the registered cardholder, unless Clipper has the cardholder's authorization to do so. Registered cardholders can complete and sign a form authorizing another individual to act on behalf of the cardholder. To request a form and find out more information about the authorization requirements, please contact Clipper Customer Service at 877.878.8883 (TDD/TTY 711 or 800.735.2929).

[back to top]

Questions About Using Clipper with Specific Transit Providers

Frequently asked questions about...

AC Transit
BART
Caltrain
City Coach
County Connection
FAST
Golden Gate Transit & Ferry
Marin Transit
Muni
Petaluma Transit
SamTrans

San Francisco Bay Ferry
Santa Rosa CityBus
SMART
SolTrans
Sonoma County Transit
Tri Delta Transit
Union City Transit
VINE
VTA
WestCAT
Wheels

[back to top]

Questions About Types of Value and How to Add Value

How can I add value to my Clipper card?

You can add value in several ways. Value added in person is available instantly, while it may take up to 5 days for value added online or over the phone to be available.

• Online at clippercard.com. If you place your order by 6 p.m., you can usually pick up your value in the next 1 to 2 days. If you will pick up your value on a bus or a Muni light-rail vehicle, please allow up to 5 days.
• Automatically - by setting up Autoload at clippercard.com. Value is available immediately after a one-time credit or bank-card authorization process.
• Over the phone - by calling 877.878.8883. If you place your order by 6 p.m., you can usually pick up your value in the next 1 to 2 days. If you will pick up your value on a bus or a Muni light-rail vehicle, please allow up to 5 days.
• In person - at participating retailers, transit agency ticket machines and ticket offices, Clipper Customer Service Centers, and Clipper Add Value machines (click here for locations). Value is available immediately.
• At work - through your employee transit benefit program. If ordered online, value is available by the first day of the benefit month.

When can I use the value I purchased?

If you add value to your card at a retailer, Clipper Customer Service Center, ticket office, ticket machine or Clipper Add Value Machine, your value is immediately available to use.

When you add value to your Clipper card either online or over the phone, your value will not be available immediately. Once the value is available, you must tag your card to a card reader in order to load the value. Your card balance will not be updated until you have tagged your card and loaded the value.

• If you place your order by 6 p.m., you can usually pick up your value in the next 1 to 2 days.
• If you are picking up your value on a bus or a Muni light-rail vehicle, please allow up to 5 days.
• If you are setting up Autoload with a bank account, please allow an additional 10 days for value to first be available.

How long do I have to pick up the value that I ordered online or by phone?

When you order a monthly pass, the pass is for a specific calendar month and must be loaded to your card before the pass expiration date. When you set up Autoload or add value to your Clipper card either online or over the phone, you have six months from the order date to tag your card to a card reader to load cash value, discount tickets and 31-day passes. If you do not tag your card within six months, call Clipper Customer Service at 877.878.8883 (TDD/TTY 711 or 800.735.2929) for assistance.

Can I use the cash loaded on my Clipper card to purchase a transit pass for my card?

Cash and transit passes are treated as separate products by the Clipper card. Once a product is loaded onto the card, it cannot be converted or exchanged for another product. For example, you cannot convert an existing transit pass into an equivalent amount of cash value, nor can you exchange your cash value for a transit pass.

[back to top]

Questions About Autoload

How does Autoload work with my Clipper card?

If you set up Autoload, Clipper will automatically add value to your card whenever your cash value balance or BART High Value Discount ticket balance falls below $10 or your transit pass expires.

Do I have to add value to set up my Autoload?

When you set up Autoload for a transit pass, you will have to purchase a new pass at that time. The Caltrain system also requires you to have a cash value balance of $1.25 to activate Autoload for a Monthly Pass. You do not need to add value to set up Autoload for cash value or BART High Value Discount tickets.

When will I be charged for my Autoload value?

If you are setting up Autoload for cash value or BART High Value Discount tickets, Clipper won't charge your credit card or bank account until you tag your Clipper card to a card reader and load the value.

If you are setting up Autoload for a transit pass for the first time, Clipper will charge your credit card or bank account before making the pass available for you to pick up. After that, Clipper will not charge you until after you tag your card and load your pass on it.

I set up Autoload, but it's not showing up in my online account. Why not?

When you first set up Autoload, the process is not complete until (1) we confirm you have provided a valid payment source and then (2) you tag your card to a card reader or fare gate and activate Autoload. Once you do that, your Autoload set-up will appear in your account.

• If you place your order by 6 p.m., you can usually pick up your value in the next 1 to 2 days.
• If you are picking up your value on a bus or a Muni light-rail vehicle, please allow up to 5 days.
• If you are setting up Autoload with a bank account, please allow an additional 10 days for value to first be available.

When you set up Autoload, you have six months from the order date to tag your card to activate your Autoload. If you do not have an opportunity to tag your card within six months, please call Clipper Customer Service at 877.878.8883 (TDD/TTY 711 or 800.735.2929) for assistance.

How do I edit the payment information I used to set up my Autoload?

Log in to your online Clipper account, click on the Payment Information link in the left-hand navigation bar, provide your payment information details and click 'Save'.

When you update the payment information details, the new credit card or bank account will be used for every card associated with your account that is set up for Autoload. You cannot use different payment methods for each of your cards with Autoload.

If you haven't done so already, you may want to add a backup credit card for your Autoload purchases. If your primary Autoload funding source is declined, your order will be charged to your backup card. Log in to clippercard.com and select Payment Information to add a backup credit card.

What happens if my Autoload payment fails?

If the credit/debit card or bank account you use for Autoload is declined, here is what will happen:

1. We will automatically send an email with the subject 'Declined Clipper Autoload Payment' to the email address in your Clipper account.
2. If you want to continue using the value on your Clipper card without interruption, we must collect payment before 6 p.m. on the day we send you the declined payment notice. If we do not collect payment before this deadline, we may block your pass/ticket or, in the case of cash value, your entire Clipper card. Your card value will remain blocked until we can collect payment from a valid credit card or bank account.
   You must log into clippercard.com, select Payment Information, and provide a valid credit card. We will automatically send you an email with the subject 'Confirmation of Clipper Account Modification' to indicate that you have updated information in your account. This is separate from confirmation of payment.
3. Once we have successfully charged your credit card, we will send you an email with the subject 'Autoload Payment/Card Status Update'. If you choose instead to provide bank account information, it may take up to 10 business days for Clipper to collect payment.
4. If we block your card value, allow at least 1 day for your card to be unblocked, and then you will need to tag your card to a card reader or ticket machine to activate the unblock. This process may take up to 5 days if you are tagging only on a bus or light-rail vehicle. Shorten the time it takes to unblock your Clipper card to as little as 1 day by tagging a:
   • fare gate;
   • card reader at a train station or ferry terminal;
   • Golden Gate Ferry, Muni or VTA ticket machine; or
   • Clipper Add Value Machine.
   You can also have staff at a transit agency ticket office or Clipper Customer Service Center tag your card to update its status.
   You will not be able to make other changes to your Autoload settings until we are able to successfully charge your payment source and remove the block.

To avoid this problem in the future, you may want to add a backup credit card for your Autoload purchases. If your primary Autoload funding source is declined, your order will be charged to your backup card. Log in to clippercard.com and select Payment Information to add a backup credit card.

My card/value was blocked due to an expired credit card. Why wasn't I given advance notice that this would happen?

We do notify customers that their credit cards are due to expire 30 and 60 days before the expiration date. If you did not receive these notices and your card was blocked due to an expired credit card, it may be that we do not have the correct email address for you, or that our email was blocked by a spam filter.

To update your email address, log into clippercard.com with the email address we have on file, select Profile Information, and provide an updated email address. Note that you will need to use this new email address the next time you log in to your Clipper account.

To ensure our emails are not blocked by your spam filter, please add custserv@clippercard.com to your list of approved email addresses.

To avoid your card being blocked in the future, you may want to add a backup credit card for your Autoload purchases. If your primary Autoload funding source is declined, your order will be charged to your backup card. Log in to clippercard.com and select Payment Information to add a backup credit card.

What if my card doesn't work, and the card reader says 'BLOCKED BAD DEBT'?

If the card reader says 'BLOCKED BAD DEBT', it means Clipper could not process your Autoload payment, and we have blocked your pass/ticket or, in the case of cash value, your entire Clipper card. To unblock your card:

1. Log into clippercard.com, select Payment Information, and provide a valid credit card. We will automatically send you an email with the subject 'Confirmation of Clipper Account Modification' to indicate that you have updated information in your account. This is separate from confirmation of payment.
2. Once we have successfully charged your credit card, we will send you an email with the subject 'Autoload Payment/Card Status Update'. If you choose instead to provide bank account information, it may take up to 10 business days for Clipper to collect payment.
3. Once you receive the email confirming successful payment, allow at least 1 day for your card to be unblocked. You will need to tag your card to a card reader or ticket machine to activate the unblock. This process may take up to 5 days if you are tagging only on a bus or light-rail vehicle. Shorten the time it takes to unblock your Clipper to as little as 1 day by tagging a:
   • fare gate;
   • card reader at a train station or ferry terminal;
   • Golden Gate Ferry, Muni or VTA ticket machine; or
   • Clipper Add Value Machine.
   You can also have staff at a transit agency ticket office or Clipper Customer Service Center tag your card to update its status.
   You will not be able to make other changes to your Autoload settings until we are able to successfully charge your payment source and remove the block.

Prior to your card being blocked, you should have received an email with the subject 'Declined Clipper Autoload Payment'. If you did not receive this email, it may be that we do not have the correct email address for you, or that our email was blocked by a spam filter. To update your email address, log into clippercard.com with the email address we have on file, select Profile Information, and provide an updated email address. Note that you will need to use this new email address the next time you log in to your Clipper account. To ensure our emails are not blocked by your spam filter, please add custserv@clippercard.com to your list of approved email addresses.

Also, if you haven't done so already, you may want to add a backup credit card for your Autoload purchases. If your primary Autoload funding source is declined, your order will be charged to your backup card. Log in to clippercard.com and select Payment Information to add a backup credit card.

How do I cancel Autoload?

Log in to your online Clipper account and scroll to the card for which you want to cancel Autoload. Click on 'Disable Autoload'. When a confirmation box pops up, click 'Yes'.

The process is completed when you 'deactivate' Autoload by tagging your card to a card reader or fare gate. Clipper will continue to Autoload your card according to your account settings until you complete the cancellation process.

• If you cancel Autoload by 6 p.m., you can usually tag to deactivate Autoload in the next 1 to 2 days.
• If you normally ride a bus or a Muni light-rail vehicle, please allow up to 5 days.

To check on the status of your cancellation order, please call Clipper Customer Service at 877.878.8883 (TDD/TTY 711 or 800.735.2929).

[back to top]

Questions About Employee Transit Benefit Programs

Does Clipper work with pre-tax transit benefit programs?

Clipper works with Commuter Check^®, WageWorks^® and other transit benefit providers. Learn more about employee transit benefit programs.

My transit benefit program told me they sent you the money. Why isn't it on my Clipper card?

Your value normally will be available by the first day of the benefit month. You must tag your card to a card reader to pick up the value and update your card balance. If you do not receive your transit benefit value by the first day of the benefit month, please contact Clipper Customer Service at 877.878.8883 (TDD/TTY 711 or 800.735.2929).

Why is there a fee to load transit benefits to my Clipper card every month?

Clipper charges third-party transit benefit administrators (like WageWorks and Commuter Check) a monthly per-account fee to process and load transit benefits orders directly to their customers' Clipper cards. Some third-party administrators may pass along this monthly processing fee to their clients (employers), and some of those employers may choose to pass the fee along to their employees. The fee will only be charged if you choose to have your order loaded directly to your Clipper card and you accept the fee when you place your transit benefits order.

You may be able to avoid the fee and receive your transit benefits via vouchers or a commuter debit card instead. Check with your employer or transit benefit provider to find out what options are available where you work.

Can I use my transit benefit debit card to set up Autoload for my Clipper card?

You can use your transit benefit debit card to set up Autoload on your Clipper card, but you should also set up a regular credit card as a backup payment card in your account. That way, if your Clipper card needs reloading at a time when funds are not available on your transit benefit card, Clipper will charge the entire order to your backup card, ensuring you receive your order and your Clipper card is not blocked due to insufficient funds on your transit benefit card.

What happens if my benefit order will exceed the $300 cash balance limit?

If your next order will cause your Clipper card to exceed the $300 maximum balance, Clipper cannot load the funds to your card. You have up to 6 months to spend down your balance, so you can load the funds. If you haven't reduced your balance by that time, the order will expire, and Clipper will return the value to your transit benefit provider.

What happens if I get a new Clipper card after submitting my transit benefit order?

If you get a new Clipper card, you must update the Clipper card serial number in your account with your transit benefit provider when you place your next order. If you get a new or replacement card after the deadline for modifying your transit benefit order, please contact Clipper Customer Service at 877.878.8883 (TDD/TTY 711 or 800.735.2929).

What happens if I don't tag my Clipper card to load my transit benefit value to my card?

Your transit benefit order should be available by the first of the benefit month. After it becomes available, you have up to 6 months to tag a card reader and load your benefit value to your card. However, if you tag and load a calendar-month pass after the validity period has expired, you will not be able to use the pass and you will not be eligible for a refund. If you do not tag your card at all during the 6-month period and would like a refund of your benefit order, contact your transit benefit provider for assistance.

How do I get a refund for transit benefit value that is not added to my card as intended?

You should contact your transit benefit provider for assistance.

What happens if I decide to cancel my Clipper card? Who gets the refund of the transit benefit value?

If you have ever loaded value to your Clipper card through a transit benefit provider, the entire value is ineligible for refunds, even if you had value on the card before joining the benefit program or if you have added your own funds separate from your transit benefits.

My employer reimburses me for transit expenses. How can I get a record of what I have spent?

Registered Clipper customers can request a card transaction history. Card transaction histories are available in PDF. Simply log in to your account and request a 30- or 60-day report for any card listed on your account. You also can contact Clipper Customer Service at 877.878.8883 (TDD/TTY 711 or 800.735.2929).

Can my employer open an account with Clipper to provide transit benefits?

Clipper Direct is a transit benefit program offered exclusively by Clipper. Clipper Direct makes it easy for employees to manage their transit benefits conveniently online. Visit clipperdirectbenefits.com for more information.

[back to top]

Questions About Card Problems

What should I do if my card is lost or stolen?

If your card is registered with the Clipper Customer Service Center, your balance is secure. You can report your card lost or stolen by:

• Logging in to your online Clipper account and clicking on 'Report Lost, Stolen or Damaged Card'
• Calling 877.878.8883 (TDD/TTY 711 or 800.735.2929)

We will block your card from further use and mail you a new card with your balance restored. Replacement cards are typically ready to be shipped within 2 business days of the card being reported lost or stolen.

If you would like to replace your card more quickly, first call the Clipper Customer Service number to report your card lost/stolen. Then visit a Clipper Customer Service Center location the next business day to pick up a replacement card. Visit Customer Support for information about locations and hours.

There is a $5 fee for restoring balances.

If you used your old card with an employee pre-tax transit benefit program, BART EZ Rider parking or the Ford GoBike bike share program, you will need to provide you new card serial number to your program provider.

What happens if the card reader can't read my card?

The card reader may not have recognized your card for one of several reasons. Try tagging your card again by holding it flat against the Clipper logo on the card reader until you hear it beep. If your card is stored in your wallet or near chip-based cards that use radio frequency information, please remove it and tag it separately to the card reader. If you do not hear any beeps or see any lights, your card may be defective or damaged. You can mail your card to our Customer Service Center along with a completed Clipper Defective Card Form for the card to be tested, or you can visit one of our walk-up Customer Service Centers. Find locations here.

What should I do if my card stops working?

If your card stops working, it may be either damaged or defective. We also will block your card if it is reported lost/stolen or if we have problems collecting payment for the value on your card. Call Clipper Customer Service at 877.878.8883 (TTY/TDD 711 or 800.735.2929) for assistance.

If you suspect your card to be defective, you will need to return your card by mail with a completed Clipper Defective Card Form to the Clipper Customer Service Center to be examined. If your card is found to be defective through no fault of your own and you have had it for less than a year, we will replace the defective card and restore your balance free of charge. If your card is damaged, however, you are responsible for the fees associated with a replacement card and restoration of your balance.

For immediate replacement of non-personalized cards, you may bring your damaged or defective Clipper card to a Clipper Customer Service Center. Visit Customer Support for information about locations and hours. You must have your card with you when you request a replacement.

If you used your old card with an employee pre-tax transit benefit program, BART EZ Rider parking or the Ford GoBike bike share program, you will need to provide you new card serial number to that program provider.

I was charged the wrong fare. Can I get reimbursed?

Call Clipper Customer Service at 877.878.8883, TDD/TTY 711 or 800.735.2929, to request reimbursement of any cash fares you feel have been mistakenly charged to your card.

[back to top]

Questions About Discounts

Is there a discount when adding value to a Clipper card?

Each transit agency offers its own discounted fares, passes, and/or tickets for adults, youth, seniors and passengers with disabilities. When you use cash value on a Youth, Senior or RTC Clipper card, Clipper automatically applies any available discounts for which you are eligible. Learn more about where you can use Clipper and access discounted fare and transfer information for each participating agency.

How can I get a Youth or Senior Clipper card?

You can apply for a Youth or Senior Clipper card by mail, email or fax, or you can apply for a card in person. Visit clippercard.com/discount for more information.

How do youth and senior fare discounts work with Clipper?

Clipper youth and senior cards are specially encoded, so the system automatically gives you the discounted fare if appropriate. Clipper also recognizes when your card is eligible for discounted passes offered by transit agencies; you can purchase them via the Clipper website, over the phone, at a ticket or Add Value machine or in person at a Clipper retailer or transit agency ticket office if you have an eligible Clipper youth or senior card.

I have a youth card. What happens when I am no longer eligible for youth discounts?

Youth discounts will no longer be granted when your age exceeds the age limit for youth discounts established by the transit agency being used. On the day you are no longer eligible for a youth discount according to the transit agency being used, adult fares will be required.

• If the card has a youth pass, the pass will be cancelled the day you are no longer eligible for youth discounts. This will happen even if it is the beginning or middle of a pass.
• If the card has cash value, Clipper will automatically begin charging you the adult fare.

If your card is set up for Autoload and your birthday is coming up, you should disable Autoload before Clipper loads the new pass to prevent a product from being loaded that you will not be able to fully use. If you would like to purchase adult passes online or with Autoload, you will need to get an adult card.

Can I add my child's/parent's Clipper youth/senior card to my Clipper account?

Each youth and senior card is automatically registered by the Clipper Customer Service Center and therefore will have its own account. You can manage that account online using the same credit card that you use for any other Clipper cards; however, you will have to use a separate login to access the account.

I am eligible for a youth or senior card, but I do not have any of the accepted forms of proof of eligibility. How can I apply for a card?

If you do not have one of the accepted documents, you can submit a request in writing to your local transit agency with additional information that you feel will demonstrate that you are eligible. For example, if your child's school is willing to write a letter testifying that your child is eligible, you can submit that with your appeal. Any documentation should contain the applicant's date of birth. Your transit agency will respond to your appeal within 60 days.

I have been using an adult Clipper card but now have a youth/senior card. Can I transfer my cash balance from my adult card to my discount card?

Please contact Clipper Customer Service at 877.878.8883 (TTY/TDD 711 or 800.735.2929) to request a balance transfer. Note we can only transfer cash value; monthly passes and discount tickets cannot be transferred.

I got my Youth Clipper card from AC Transit, and it had my photo on it. Do I need to go to AC Transit to have another photo taken for a replacement card?

No, AC Transit no longer requires youth to have a photo on their Clipper cards, so you do not have to go in person to have a photo taken. You can report your card lost or stolen and pay the $5 card replacement fee by logging into your Clipper account and clicking on 'Report Lost, Stolen or Damaged Card' or by calling Clipper Customer Service at 877.878.8883 (TDD/TTY 711 or 800.735.2929). You will receive a replacement card without a photo in the mail.

If you would like to replace your card more quickly, first call the Clipper Customer Service number to report your card lost/stolen. Then visit a Clipper Customer Service Center location the next business day to pick up a replacement card. Visit Customer Support for information about locations and hours.

[back to top]

Questions About the RTC Clipper Card

Please see FAQ about the RTC Clipper card

[back to top]

Questions about Clipper and Ford GoBike

How does Clipper work with Ford GoBike?

You can link your Clipper card to a Ford GoBike bike share account. This allows you to use your card like an access key to unlock bikes you wish to use. However, payment for bike share will come out of your Ford GoBike account, not your Clipper account.

If you are new to Ford GoBike, simply provide your Clipper card serial number when you become a Ford GoBIke member. If you already are a Ford GoBike member, log into that account and add your Clipper card serial number. Your Clipper card serial number is located on the back of your card. You'll need to provide your credit card information to Ford GoBike or go to a Ford GoBike cash payment location, which can be found on FordGoBike.com.

To learn more about Ford GoBike and how it works, visit FordGoBike.com or call 855.480.2453

Do I actually pay for bike share out of the value on my Clipper card?

No. You will pay for your bike share membership through Ford GoBike. Your Clipper card simply acts as an access key.

How do I use my Clipper card to unlock a bike?

Visit FordGoBike.com to learn about Ford GoBike and how to use it with your Clipper card.

If I ordered a Clipper card from Ford GoBike when I set up my bike share account, is it registered with Clipper?

No. You need to register a card you receive from Ford GoBike on the Clipper website to benefit from Clipper card and balance protection.

Do I need to have value on my Clipper card to use it with Ford GoBike?

No, because because you paid Ford GoBike directly for your bike share membership, you do not need to have transit value – either cash value or passes – on your card to use a bike.

If Clipper blocks my card, can I still use it to unlock bikes?

Yes, as long as your Ford GoBike is in good standing, you can continue to use your Clipper card to unlock bikes. Ford GoBike simply recognizes that the serial number of the card you use to unlock a bike is associated with a valid bike share account. However, if you need to replace your Clipper card, you’ll want to give Ford GoBike your new Clipper card serial number.

What if my card is lost or stolen, or stops working on transit?

Contact Clipper Customer Service if you have a problem with your Clipper card. A customer service representative will assist you in either resolving the problem or replacing your card. Read the Questions about Card Problems for more information about resolving problems with your card.

If you do get a replacement card, you must update your Clipper card information in your Ford GoBike account. This information is not transferred automatically to Ford GoBike.

What if I’m having trouble using my Clipper card at a bike share station?

If you know that Clipper card is not damaged or defective, call Ford GoBike at 855.480.2453 to see if there’s an issue with your account or an issue with the equipment at the bike share station.

Can Clipper Customer Service answer questions about the Ford GoBike bike share program and vice versa?

No, Clipper and Ford GoBike are two separate programs that are partnering to provide a convenience to customers of both services. You should contact Ford GoBike at 855.480.2453 with any questions about your bike share account, and you should contact Clipper Customer Service at 877.878.8883 with questions about your Clipper card and/or account.

[back to top]

Questions About Clipper's Automated Phone Service

What can I do with Clipper's automated phone service?

All Clipper customers can get information about pending orders or check cash value and BART HVD balances and pass expiration dates.

But if your card is registered, you can do more:

• Listen to your recent transactions
• Request an email with your recent transactions
• Report your card lost, stolen or damaged and order a replacement through the mail (if you have a valid credit card on file)
• Add cash value to your card (if you have a valid credit card on file)

When will value I add through the automated phone service be available?

See when value is available.

How do I gain access to my card information on Clipper's automated phone service?

You can get basic information about your card simply by entering the Clipper card serial number on the back of your card when prompted. You can get information about your pending orders or check your cash value and BART HVD balances and pass expiration dates.

If your card is registered, you can take advantage of more self-serve features, including listening to or getting a copy of your recent transactions, adding value to your card or ordering a replacement card.

If you are calling from a phone number associated with your Clipper account, you only need to enter your Clipper card serial number. Once our automated phone service locates your account and confirms that you are calling from a phone number linked to your Clipper account, you can get started using the features you desire, and you will not need a PIN.

Do I need a personal identification number (PIN)?

If you are calling from a phone number associated with your Clipper account, you will not need a PIN to use Clipper?s automated phone service. If you are calling from a different number, you will be prompted to set up a PIN or enter your current PIN. You will need to use your PIN anytime you call from a number other than the one listed in your account. You can avoid this step by providing up to two numbers for your account.

When is Clipper's automated phone service available?

Clipper's automated phone service is available 24 hours a day, 7 days a week. If you require assistance from a customer service representative, you will need to call back during business hours.

[back to top]

Questions About Clipper's Privacy Policy

How does Clipper protect my privacy?

The Clipper Privacy Policy is the primary document through which the Clipper program communicates our commitment to protect a customer's personally identifiable information (PII).

Clipper's Privacy Policy explains the types of PII that are collected by the Clipper program and also how PII, as well as aggregate data and anonymous data derived from PII, may be used.

The policy states that MTC shares PII only with the following groups:

• Participating transit agencies for the purpose of operating and managing Clipper;
• Persons or entities contracting with the Clipper program, solely for the purpose of operating and managing Clipper; and
• In order to comply with laws or legal processes served on MTC or Clipper Contractors.

Customer PII may only be used by MTC to perform necessary account management activities. Customers who wish to use Clipper anonymously may do so by not registering their cards.

Anonymous data and aggregate data may be used by MTC for any MTC purpose, and MTC may make anonymous data and aggregate data available to third parties.

The full policy is available at: clippercard.com/privacy

How long is Personally Identifiable Information (PII) retained by Clipper?

The Clipper Privacy Policy specifies program data retention policies, but in general data is retained no longer than 4.5 years after a registered account is closed.

The Privacy Policy states that information may be released to a third party as required to comply with laws or legal processes served on MTC or the Customer Service Center Contractor. How frequently does this occur?

For the period from July 1, 2017 through June 30, 2018, Clipper received eleven (11) subpoenas requesting information. Information was released in two (2) cases pursuant to receipt of express written consent. In eight (8) other instances, MTC withheld the requested information due to the statutory requirements of California Streets & Highways Code Section 31490. In one (1) instance, no records were available. In addition, Clipper was served with four (4) search warrants requesting information. Records responsive to the warrants were released in three (3) instances. No records were available for the fourth.

This information will be updated and posted on an annual basis.

[back to top]