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What is an AT HOP card & how it works What is an AT HOP card & how it works

AT HOP card (what it is)

An AT HOP card is a reusable prepay smart card for travel on trains, ferries and buses around Auckland. Top up your card before travel and tag on and off an AT service to pay for your fare.

Benefits of an AT HOP card

It’s cheaper & faster than cash fares

Due to Covid-19 safety, cash fares are not being accepted on AT buses. You must use an AT HOP card for payment and to help with contact tracing.

Using an AT HOP card to travel provides at least a 20% discount on every single trip compared to paying cash for bus, train and ferry fares (excludes SkyBus and Waiheke ferry services).

AT HOP cards also provide an integrated fare, meaning you can transfer between AT buses, trains and ferries and pay just one fare for numerous zones you travel. Learn more about integrated fares.

Boarding is a lot faster using your AT HOP card compared to cash tickets as there is no need to queue at a Customer Service Centre, ticket machines or when boarding a bus to purchase a ticket – just tag on and off and your fare is automatically calculated and deducted from your card balance.

You can apply for concessions & discounts

You may be eligible for further discounted travel on trains, selected buses and ferries. Learn more about concessions.

You can manage your travel online

If you register your AT HOP card to your MyAT account you’ll see further benefits, including:

Find out where to buy and top up an AT HOP card.

How the AT HOP card system works

Your AT HOP card is not connected to the internet and information, such as your HOP balance and concession status, is stored on the physical card itself rather than online. This means that the card must be tagged onto HOP equipment, such as an AT HOP card reader for the card information to update.

Online transactions

Online transactions will not be instantly available for you to use. After submitting your transaction, you’ll need to wait for the transaction to be sent to AT HOP equipment, and then collect the transaction by tagging on.

Here's an example of topping up your AT HOP card online

  1. After topping up your card online, it will show pending in MyAT and the AT Mobile app. 
  2. Your top-up will be sent out to AT HOP equipment ready to be collected the next time you tag on.
    • AT HOP readers on buses are not connected to the internet, so they will download your transaction the next time the bus is at the depot. In most cases, if you submit your top-up before midnight on any day, this will be downloaded by the bus when they visit the depot overnight. It may take up to 72 hours if the bus didn’t go back to the depot or failed to download the latest update. We're working on connecting buses to the internet to make this much quicker in the future (as quick as trains and ferries). 
    • AT HOP readers or electronic gates at train stations and ferry terminals are connected to the internet, so they will download your top-up within 1 hour.
  3. When you next tag on with your card at an AT HOP reader or go through the electronic gates your card will collect your top-up.
  4. In MyAT and the AT Mobile app, the top-up is removed from pending and will be added to your card balance.

Online transaction expiry

Online transactions sit in an action list waiting (i.e. pending) for you to tag on to collect. To keep the action list manageable, online transactions expire after 60 days but if you give us a call we can reactivate it.

If your online top-up expires before you can collect it, your payment will be reversed in your bank account.

Retailer, Customer Service Centre and ticketing machine transactions

Our AT HOP retailers, Customer Service Centres and ticketing machines have the right equipment to apply transactions, such as top-ups, directly to your card so it’s available for you to use immediately.

AT HOP card balances

Because your card is not connected to the internet, viewing your balance online may not include your latest trips or top-ups.

Online Top-Ups

When you top up online, your top-up will show as pending in your MyAT and the AT Mobile app until you tag on to HOP equipment, such as an AT HOP card reader or electronic gate to collect your top-up. You’ll need to wait for the HOP equipment to download your top-up before you can collect it:

  • AT HOP readers on buses are not connected to the internet, so they will download your transaction the next time the bus is at the depot
    In most cases, if you submit your online transaction before midnight on any day, this will be downloaded by the bus when they visit the depot overnight. In some cases, it may take up to 72 hours if the bus didn’t go back to the depot or failed to download the latest update.
  • AT HOP readers or electronic gates at train stations and ferry terminals are connected to the internet, so they will download your online transaction within 1 hour.

Negative card balances

If your HOP money balance falls below zero into a negative balance, your card, including any monthly or day pass loaded on the card will not work. You will need to clear the negative balance by topping up your card.

Using an AT HOP card

Your AT HOP card must be kept separate from your other cards as the Near Field technology might communicate with the other cards and hamper your HOP card. It is best to remove your AT HOP card from your bag or wallet so your other cards won’t interfere when tagging on or off.

It's tap and go, not pay wave - hold the card flat and still in front of the reader for a second, rather than swipe or wave across the front. Find out more about how to tag on and tag off.

How long your credit lasts

Your AT HOP card will expire, and the HOP money will be forfeit if the card has not been used for a continuous period of six years. In this instance, you will need to purchase another AT HOP card and contact us to put the HOP money onto the new card.

Protecting your card balance

By registering your AT HOP card if it is ever lost or stolen, your balance is protected within 24 hours of its loss being reported to us and your balance can be transferred to a new card.

There are no refunds or balance transfers available on a card that has not been registered.

Terms of use of the AT HOP cards are available here.

If you are experiencing family violence, don't worry, the information within this pop-up won't appear in your browser's history.

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Privacy policy

We’ve made asking for help safer than ever.

Join us in standing up against domestic violence and making more places of refuge across the internet.

If you, your business or your agency want to have The Shielded Site tab on your site we’ve made adding it very easy.

Click here to find out more. (WARNING: this will take you away from our shielded portal.)

NEED MORE ANSWERS

If you are living in fear in your relationship or in your family, there are so many ways we can help you right now. You won’t be turned away even if you don’t have children, a NZ visa, or money. If you still have more questions have a read below and contact us when you’re ready.

I’m ready to talk now.

You can call our 24-hour support and crisis line on 0800 REFUGE (733843). Or, if you prefer, you can click here and contact us discretely through our contact form and we will email you back as soon as possible.

What will I do for money?

There are a number of benefits and allowances you may be eligible for if you are a victim of domestic violence in New Zealand. We can help you better understand your options once you make contact.

I haven’t been beaten up, can Women’s Refuge still help me?

We support women who have experienced any form of domestic violence: verbal, psychological/emotional, sexual, and financial as well as physical. In fact, psychological/emotional abuse is the most common form of domestic violence.

How much does it cost to stay?

Women's Refuge support and advocacy services are free. In the safe house, rent is usually charged once your financial situation is sorted out. Safety is our main concern. You won't be turned away if you don't have any money.

How long can I stay in a safe house?

Some women only stay a night or two, while others stay for weeks. You can talk with the advocates at your local refuge about how long you think you need to stay to ensure your safety.

I don’t live with my partner, but he is abusing me. Can you still help me?

Yes, you don’t have to be living with your partner to experience domestic violence and you can still call us.

What happens if I haven't got any clothes or food?

Women's Refuge has clothing that you can have. We’ve also got toys and books, formula and nappies. You are welcome to use our emergency food until you get your financial situation sorted out.

Will other people be there?

Safe houses usually have other women, including women with their children, staying there. Refuge advocates are around during the day.

How will I get my kids to school?

The advocates at your local refuge will help you work out transport for your children, or help with changing schools.

Can Women's Refuge help me if I stay in my own house?

Yes, we can provide all the same support and advocacy for you no matter where you choose to live. You may be eligible to access support through the Whanau Protect service.

I'm living in a rural area. Can you still help me?

Yes. Find your local refuge and they will be able to arrange support, advocacy and transport for you.

Can Women's Refuge help around issues with children?

Yes. We can provide support and advocacy around matters to do with custody, access and care.

BEING SAFE ONLINE

The safest way to browse the internet if you suspect your browsing history is being monitored, is to use your browser’s private or incognito mode.

If you suspect your device has been compromised by spyware, then you should use consider using another device as some spyware may still be able to monitor icognito sessions.

To activate a private browsing session, follow the instructions below.

Safari

Open Safari > go to the File menu > select New Private Window

When finished, don’t forget to close your browser window to ensure your safety and privacy.

Chrome

Open Chrome > go to the triple-dot menu (top right of your browser's window) > select New Incognito Window

Internet Explorer

Open IE > click the Tools button > select Safety > and then click InPrivate Browsing

Mozilla Firefox

Open Firefox > click the menu button ☰ > and then click New Private Window

You should see a message in the new window saying that you are now browsing privately.

When finished, don’t forget to close your browser window to ensure your safety and privacy.

Getting out

The most important thing is for you and your children to get out safely. It is important to know that leaving a violent relationship can be one of the most dangerous times for women and children so it is important to make a safety plan around leaving and keep your plans confidential. Below are some tips to help you make a plan.

  • If you can, pack a bag with bare necessities and important documents that you can leave with someone you trust. Include important documents such as passport, birth certificate, bank account details, driver’s licence, and bank cards and other things like medicines.

  • Know abuser's schedule and safe times to leave.

  • Contact us for guidance or a safe place to stay for you and your children.

Getting help

We warmly welcome all women and their children to access our support, advocacy and crisis accommodation. If you need help or have questions, use our live chat to get in touch.

making a plan

The safety of you and your children (if you have them) will be your primary concern. If you’re not ready or cannot safely leave, here are some things you can do to stay safe now.

  • Make a safety plan with the guidance of a refuge advocate.

  • Get yourself a pre-paid phone; keep it charged and safe.

  • Keep photocopies of important documents (passport, birth certificate, bank account details, medical notes, driver's licence, etc) and store these at the home of a supportive friend or family member.

  • Keep a journal of all violent incidents, noting dates and events.

  • If you can, open your own bank account and try to save some money.

  • If you have pets you are worried about, consider them in your safety plan.

Privacy Policy – The Shielded Site Application.

General

In this privacy policy, the terms ‘NCIWR’, ‘we’, ‘us’, and ‘our’ refer to National Collective of Independent Women’s Refuges Inc. NCIWR operates this web application at https://d3f5l8ze0o4j2m.cloudfront.net (‘this web application’).

This privacy policy explains how we may collect, store, use, and disclose personal information that we collect and that you provide to us. By using this web application you acknowledge that we may collect, store, use, and disclose your personal information in the manner set out in this privacy policy.

Collection of personal information

We may collect personal information from you when you use this web application, for example when you make a request for contact on this web application.

You may decide not to provide your personal information to us. However, if you do not provide it, we may not be able to provide you with access to certain information or services. For example, we may be unable to make contact with you if you do not provide us with your contact information.

Automated collection of non-personal information

When you visit this web application, we will not add traceable elements (such as cookies, sessions, and usage monitoring software) to your browser or device.

Use and disclosure

We will not use or disclose your personal information except in accordance with this privacy policy or the Privacy Act 1993. We may use your personal information to:

  • assist in providing information and services requested by you;

  • communicate with you

Your personal information will only be made available internally for the above purposes. We will not disclose your personal information to third parties. We will only use or disclose personal information that you have provided to us, or which we have obtained about you:

  • for the above-mentioned purposes;

  • if you have otherwise authorised us to do so;

  • if we have given you notification of the intended use or disclosure and you have not objected to that use or disclosure;

  • if we believe that the use or disclosure is reasonably necessary to assist a law enforcement agency or an agency responsible for national security in the performance of their functions;

  • if we believe that the use or disclosure is reasonably necessary to enforce any legal rights we may have, or is reasonably necessary to protect the rights, property and safety of us, our customers and users, or others;

  • if we are required or permitted by law to disclose the information; or

  • to another entity that carries on the business of operating this web application.

Storage and security

All personal information collected on this web application is collected and held by NCIWR. We will endeavour to protect your personal information that is held by us from unauthorised access, use, disclosure, alteration, or destruction.

Third party service providers

This website may be hosted by one or more third party service providers (‘service providers’) who enable us to provide this web application. You acknowledge and agree that any personal information that may be collected on this web application may also be held and used by our service providers on our behalf. Any information collected will be securely sent and securely stored on a server.

Third party websites

This web application may be hosted by websites operated by third parties. We are not responsible for the content of such websites, or the manner in which those websites collect, store, use, or distribute any personal information you provide. When you visit third party websites from hyperlinks displayed on this web application, we encourage you to review the privacy statements of those websites so that you can understand how the personal information you provide may be collected, stored, used, and distributed.

Right to access and correct

You may request access to, or correction of, any personal information we hold about you by contacting us as follows:

Email:info@refuge.org.nz
Post:Privacy Officer
NCIWR
PO Box 27-078
Marion Square
Wellington 6141

To ensure that the contact information we hold about you is accurate and current, please notify us of any changes to such information as soon as possible.

Contacting NCIWR

Any emergency relating to domestic violence should be directed to 111 for New Zealand Police assistance.

If you request assistance through this website, we will endeavour to respond as soon as we can. If you require advocacy services phone 0800 REFUGE or 0800 733 843 to talk to a refuge in your area within New Zealand. All member refuges of NCIWR are listed on our main website (www.womensrefuge.org.nz). If you do visit the Women’s Refuge Website, please note that it is a traceable site so we recommend you use the online safety tips found on this web application to visit www.womensrefuge.org.nz safely.

Advocacy services are available at member refuges. Your call and information will be treated in confidence and privacy.

Changes to our privacy policy

We reserve the right, at our discretion, to alter this privacy policy at any time. Changes to this privacy policy will take effect immediately once they are published on this web application. Please check this privacy policy regularly for modifications and updates. If you continue to use this web application or if you provide any personal information after we post changes to this privacy policy, this will indicate your acceptance of any such changes.

This privacy policy was last updated on 6 October 2015.

If You’re In
Immediate danger
CALL 111 IMMEDIATELY

If you fear for your safety:

  1. Run outside and head for where there are other people.
  2. Ask someone to call 111
  3. If you have children take them with you if you can
  4. Don't stop to get anything else
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