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Auckland Transport

Using your AT HOP card

Use your AT HOP card to tag on before you board your train, ferry or bus, then tag off when you finish your journey. If you don’t tag on or tag off your AT HOP card you may be charged a penalty fare of up to $20, depending on the service used and the distance travelled.

How to tag on and tag off

At train stations, ferry terminals and pontoons and onboard buses you'll see AT HOP card readers. 

  1. Tag on by holding your AT HOP card flat and still to the AT HOP card reader or electronic gate,
  2. Wait for the beep and the green light, then you're ready to go. Two beeps, a green light plus an amber light shows you are travelling on a concession fare.
  3. When you've completed your journey, do the same as you exit the train station, bus, ferry terminal or pontoon, to tag off.

If you have a problem tagging on

If your AT HOP card is not allowing you to tag on it may be due to one of the following reasons:

Negative balance

The minimum amount you can top up is $5, and you cannot travel on a card with a negative balance. A negative balance (or IOU) can be cleared by topping up your card by $5 (minimum top up) or by the value of the negative balance, whichever is greater. 
You can check your balance using a top-up machine, at a retailer, or if your card is registered you can view your balance online.

Incorrect tag on

You may not have tagged on at the correct device, or withdrawn your card too quickly from the reader. If there is no beep and green light, please try to tag on again.

Device error or faulty card

There may have been a device error or you may have a faulty card. You will need to visit an AT customer service centre, where your card will be examined, and will be replaced free of charge if a technical fault is detected.

Consistent failure to tag off or failed attempts to Auto Top-Up

Auckland Transport monitors AT HOP cards for abnormal activities. If you have consistently failed to tag off, or you have had several failed attempts to auto top-up your card, your card will be blocked and may be cancelled. If your card is registered we will try to contact you to inform you of the problem. You will need to phone the AT HOP call centre on (09) 366 4467 or visit an AT customer service centre to determine if there is an issue with your card and balance. If your card has been cancelled you will need to purchase a replacement card.

You must still have a valid ticket for travel if your AT HOP card is not working. You can purchase a paper ticket from a ticket office or a top-up machine, or from a bus driver.

Use your AT HOP card to tag on before you board your train, ferry or bus, then tag off when you finish your journey. If you don't tag on and tag off you may be charged a penalty fare.

Failing to tag on and tag off

Your AT HOP card will be checked once you are on board the train, ferry or bus.

If you forget to tag off you will be charged a penalty for failure to tag off, which will be automatically deducted the next time you tag on. If this penalty fare puts your HOP money balance below $0, you will be unable to tag on until you load additional HOP money onto your AT HOP card. Note that the minimum amount you can top up is $5.

If you haven’t tagged on a train you will be required to purchase the penalty fare.

Penalty fares

If you don’t tag off, you will be charged the AT HOP card penalty for failure to tag off, which will be automatically deducted the next time you tag on.

Repeatedly failing to tag on and off and fraudulent behaviour will be monitored. It may result in your card being cancelled. Please contact the AT HOP call centre on 09 366 4467 or go to an AT customer service centre if you have any problems with your card.

Journeys will appear in your online account transaction history as:

  • Missing tag-off - the card was tagged-on but was not tagged-off

  • Missing tag-on - the card was tagged-off but was not tagged-on

Auckland Transport also monitors AT HOP cards for abnormal activity. Consistently failing to tag on/off may result in the card being blocked from travel.

Changing your mind after tagging on

If you tag on and then decide to not board the train or ferry, you can tag off at the same station, ferry terminal or pontoon within 20 minutes of tagging on and you won't be charged for a trip.

If you tag on a bus and decide not to travel, you will need to tag off at the bus driver console to not be charged.

Transfer discounts

Transfer discounts apply to customers using an AT HOP card to pay for two or more trips of their journey on routes where a transfer discount is available. A 50 cent transfer discount applies from the second and third trip of the journey, up to a maximum of two transfer discounts applied per journey (the maximum transfer discount per journey is $1.00).

Transfer discounts are available on bus to bus, train to train, bus to train and train to bus transfers. Transfer discounts are not available on ferries, City LINK, NiteRider and Airbus Express bus service.

To qualify for a transfer discount:

  • A tag on for a new trip must be performed within 30 minutes of the tag off for the previous trip.
  • You must pay for your trip using HOP Money on your AT HOP card. If you use a monthly pass, no transfer discount will be applied.
  • The maximum duration from the first tag on to last tag off is 4 hours (your total journey cannot exceed 4 hours).
  • In a situation where the service being transferred onto is running late and you tag on outside the relevant time frame, no transfer discount will be applied.

Fares charged to your AT HOP card 

When you tag on and board the train, ferry or bus, an initial fee will be charged to your card. If you forget to tag off this charge will remain on your card as a penalty fare the next time you tag on. This may be more expensive than your normal fare. When you tag off after disembarking, the system will calculate the fare and charge only the distance you have travelled. For adults there is at least 20% discount off single trip cash fares (excludes NiteRider bus services, Airbus Express bus services and Waiheke ferry services).

Repeatedly failing to tag on and tag off may result in your card being cancelled. If your card is cancelled you will need to purchase a replacement AT HOP card.

Fares charged incorrectly

Register your AT HOP card online, then login to your account and select View transactions. You can also print a record of your most recent travel at a top-up machine or ask at a customer service centre or AT HOP retailer.

Card balance expiry

If you top up online and do not to tag on at an AT HOP reader or electronic gate at a train station or ferry terminal within 60 days of an online top up, this top up will expire.

In all other circumstances your total balance will be valid for up to two years from the date of your most recent top up.

Please note that your AT HOP card, and any value loaded on it, will expire if the card is not used, no refund is requested, the card is cancelled, or no HOP money or monthly pass value is loaded onto it for a continuous period of two years.

When your card expires, any value remaining on it will be forfeited and becomes the property of Auckland Transport.

Using AT HOP on buses and trains

For train and bus travel (where AT HOP is available on your bus service), you can top up your AT HOP card with HOP money or load a monthly pass. You can top up or load a monthly pass onto your AT HOP card online, at top-up machines at train stations and the northern busway, train and ferry ticket offices, customer service centres or selected AT HOP retailers.

Using AT HOP on ferries

Operator tickets and passes are sold at the usual ferry outlets.

Ferry passengers - please ensure that you tag off at the correct reader for your route. AT HOP card readers are specific for the ferry service you are using.

If you are an occasional ferry passenger, then the AT HOP card may be the most appropriate payment option as if you are an adult you will receive at least 20% discount on single trip cash fares on ferries (excludes Waiheke ferry services).

At this stage adult monthly passes and multi-trip tickets are not available on the AT HOP card for ferry passengers. If you are a regular ferry passenger and use ferry operator discounted multi-trip passes you may find it better to continue using these products. Auckland Transport and ferry operators are working together to determine what products can be included in the AT HOP card for your future travelling convenience.

Please note that some tickets, including some 10-trip tickets are being phased out.

The following ferry operators will accept AT HOP cards:

  • Fullers Group
  • Pine Harbour Ferries
  • Belaire Ferries
  • 360 Discovery

Ferry services accepting AT HOP cards

Only the following services accept AT HOP cards:

  • Bayswater, Birkenhead, Northcote Point, Devonport and Stanley Bay
  • Waiheke (Fullers ferries)
  • Gulf Harbour
  • Pine Harbour
  • West Harbour
  • Half Moon Bay
  • Hobsonville and Beach Haven

Please contact us on the AT HOP call centre on 09 366 4467 or go to an AT customer service centre if you have any questions or problems with your card. 

 


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