Last Updated: 12:45pm Tuesday 26 September
Auto Top Up Issue
If you had an auto top up on your AT HOP card trigger between Wednesday 13 September and Thursday 21 September, your AT HOP auto top up has been disabled as we were unable to charge your credit or debit card due to the HOP outage.
As no money has been taken from your credit card or debit card, our system has reversed the transaction and has deducted the failed auto top up amount(s) from your AT HOP card. This means your HOP card may be showing as having insufficient funds.
If you have an existing auto top up but it didn't trigger between Wednesday 13 September and Thursday 21 September, you auto top up will continue to work as normal.
What you need to do if you are affected
- Step 1: You need to top up your AT HOP card to cover the negative balance (as you have not yet been charged for this travel)
- Step 2: Then tag on and travel as normal
- Step 3: Re-enable your AT HOP auto top up online via MyAT. You may need to wait up to 24 hours after travelling before you are able to set-up your auto top up again.
We recommend you top up in person at an AT Customer Service Centre, ticket and top up machine or AT HOP retailer.
Online top ups are also available, but online top ups for travel on buses may take longer than usual. Your online top up should be available by the next day, but it may take up to 24 hours to become available.
If you are affected by the auto top up issue, we have let our drivers and staff know that you can continue to travel until the end of the day Wednesday on buses, trains and ferries.
Our systems are now operational, but this was an unforeseen issue as part of our system restoration. We apologise for this inconvenience and thank you for your patience as we work through fully restoring our system.
Auto Top Up Issue - Frequently Asked Questions
Q: Why is my HOP card showing insufficient funds? Have I been charged for travel I didn’t take?
Your HOP card is showing insufficient funds as our system has reversed auto top ups that took place between 13 September and 21 September. If you had a $20 auto top up, and this triggered once during the period, then $20 will have been deducted from your HOP card on Monday 25 September. This may now mean you have a negative balance. This money has been deducted as our system was not able to charge your credit or debit card. You have not been charged for trips you didn’t take.
Q: Why have I been deducted an amount larger than the my auto top up amount?
The amount deducted will be equivalent to the number of times your auto top up triggered between 13 September and 21 September. If you have a $10 auto top up, and this triggered three times during the period, then $30 will have been deducted from your HOP card on Monday 25 September.
Q: What does a ‘+-$’ top up (e.g. +-$20.00) in my AT HOP transaction history mean?
A ‘+-$20.00’ top up means that our system has deduced $20 from your HOP card. This has occurred as our system has reversed previous auto top ups that we were not able to charge your credit or debit card for.
Q: Why do I have to top up to cover my negative balance? Can AT do it for me?
Due to the HOP outage, we were unable to charge your credit or debit card within 7 days of your auto top up. When this happens, our system automatically reverses the auto top ups. As we have not charged your credit or debit card, your negative balance accounts for trips that you have taken but not yet paid for. AT is unable to charge your credit card without your authorisation. We apologise for the inconvenience involved.
Q: Why do I have to re-enable my auto top up? Can AT do it for me?
Due to the HOP outage, we were unable to charge your credit or debit card within 7 days of your auto top up. When this happens, our system automatically disables the auto top up. As we need your authorisation to set up an auto top up, we are unable to do this on your behalf. We apologise for the inconvenience involved.
Q: I have not travelled since Monday 25 September so I don’t know if I am affected by the issue. What can I do?
To check if you are affected by this issue, you can check by logging in to MyAT and viewing your ‘pending’ transactions. If you see a ‘Top up $NaN’ you are affected by this issue. If you don’t see this you are not affected by this issue and do not need to do anything.
If you are affected, you should:
- Top up you AT HOP card by an equivalent amount to the amount of your auto top ups from 13 September to 21 September.
You can check your transaction history for auto top ups. You need to top up an amount equivalent to the number of times your auto top up was triggered. For example, if you have a $20 auto top up and it has triggered once, you need to top up $20, if it has triggered twice you need to top up $40.
- Tag on and travel as normal
- 24 hours after tagging on, you can re-enable your AT HOP auto top up online via MyAT.
Q: My HOP card is showing insufficient funds, but when I check online on MyAT HOP my balance is positive?
Once you have tried to tag on and seen the insufficient funds message, it may take up to 24 hours for MyAT to update with this information.
Once MyAT has updated, you will see the negative balance and be able to re-set up your AT HOP auto top up.
Q: MyAT HOP still shows my auto top up as enabled? Do I have to re-enable my auto top up?
If you are affected by this issue, it may take up to 24 hours after travelling for MyAT to update with the correct information.
Once MyAT has updated, you will be able to set-up your auto top up again.
Q: I think I have been charged for travel I didn’t take.
Our system should not have charged your credit or debit card for travel you have not taken. If you believe your credit or debit card has been charged by Auckland Transport but do not have those funds available on your AT HOP card, please contact us and we will review your transaction history.
MyAT HOP Update
Our MyAT HOP services on our website have been restored with most functionality.
Online top ups and other AT HOP services, such as loading a concession and buying a monthly pass are available, however it will take longer than usual for these to be ready to use.
- For buses these should be available the next day, but it may take up to 24 hours to become available.
- For trains and ferries these should be available to use after 1 hour.
If you tried to tag on during the outage but had insufficient funds for your trip, no further funds were debited. You will only have been charged for the trip that you went into a negative balance for. You will need to cover any negative balance on your AT HOP card when topping up.