Doesn’t work on Translink tap and go

Community Support
1

My Neo card never works on Vancouver’s translink tap to pay system. Is this a known problem that other people have? Or is there something wrong with my card, it works everywhere else as normal?

2 Likes
2

Hi @Orca42, thank you for getting in touch about this, and welcome to the community! I’m sorry to hear that you’re having this issue. Is there a decline reason you get when you try to use it? Or does it just say it’s declined with no reason given?

3

Hi, there’s no reasoning. It is rejected by the machines which are supposed to accept Mastercards.

1 Like
4

Oh that’s very strange, are the transactions showing up in your account history as declined at all? Or are they not even making it to our system to be declined by us?

5

Hi Chris, they don’t make it onto the system. The card seems to get declined at the payment interface on the bus/trains, other card providers and other Mastercards work but not the Neo card…!

6

That’s a weird one, I haven’t personally heard of this being something others are reporting. Are you able to use the physical card anywhere else? Or could the actual physical card be faulty and need to be replaced?

7

Hi Chris, the card works everywhere else.

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8

Thank you for letting me know, I’m going to send you a DM to get some more account specific details so I can pull this up and have a look into it for you. Please get back to me when you can so I can have a peek.

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9

That’s super interesting… I’ve used my Neo World Elite for the skytrain before without any issues.

1 Like