If you're having difficulties adding cash, buying a pass, or adding a payment method to the Umo App, follow the instructions in one of the scenarios below that most closely applies to you:
- I received a "Something went wrong" error message
- I received a "Your card could not be authorized. Please check that the card and address details entered are accurate and try again" message when entering my payment card
- I received a "Your card was declined. Please contact your bank or try a different card" or a "Your card could not be authorized. Please contact your bank or try a different card" message
- Is my payment method accepted?
- My card number text appears in red on the Payment Method screen
- I'm having problems paying with Apple Pay or Google Pay
- I would like to request a refund
I received a "Something went wrong" message
If you received a "Something Went Wrong" error message, please make sure that you have entered your card number, expiration date and CVV correctly on the Payment Method screen of the Umo App.
If the debit or credit card you have on file with the Umo App has expired or was cancelled for some reason, you will need to replace it by going to Menu
> View My Account > Payment > Replace > Save Card.
Example: If the card you have on file with the Umo App has expired or was cancelled for some reason — and you receive the "Something Went Wrong" — you can replace it by tapping Replace on the Review Purchase screen when you add a cash balance or purchase a pass.
Each transit agency decides which payment methods they accept for the Umo App. To determine if the payment method you are trying to use is accepted, please contact your transit agency.
I received a "Your card could not be authorized. Please check that the card and address details entered are accurate and try again" message
Please make sure that you have entered your card number, expiration date, CVV and billing address correctly on the Payment Method screen of the Umo App.
Each transit agency decides which payment methods they accept for the Umo App. To determine if the payment method you are trying to use is accepted, please contact your transit agency.
I received a "Your card was declined. Please contact your bank or try a different card" or a "Your card could not be authorized. Please contact your bank or try a different card" message
Your transaction was declined by your bank. Please make sure that you have entered your card number, expiration date, CVV and billing address correctly on the Payment Method screen of the Umo App, or try using a different card.
Each transit agency decides which payment methods they accept for the Umo App. To determine if the payment method you are trying to use is accepted, please contact your transit agency.
Is my payment method accepted?
Each transit agency decides which payment methods they accept for the Umo App. For example: It's possible that your transit agency doesn't accept commuter check cards, FSA, or HSA cards, etc.
To find out if your preferred method of payment is accepted, please contact your transit agency.
My card number text appears in red on the Payment Method screen
If your card number is in red in the Card Number field on the Payment Method screen, it means that the card number was entered incorrectly or is a card type not accepted by your transit agency.
Please check your card number and re-enter it.
As each individual transit agency decides which payment methods they accept for the Umo App, contact your transit agency to verify if they accept the payment method you are attempting to use.
I'm having problems paying with Apple Pay or Google Pay
If your local transit agency accepts Apple or Google Pay as a payment method, and you are receiving a notification that your credit or debit card information is wrong, you need to ensure that your address is correct for your Apple or Google Pay payment. Credit and debit card processors run an address verification services (AVS) as part of the payment authorization.
If you received a
Something went wrong error message when attempting to make purchases with Apple or Google Pay, it's possible that the billing address associated with your credit or debit card used for Apple or Google Pay is incorrect, and you will need to correct it.
See Payment Issues with Apple Pay / Google Pay? for more details.
I would like to request a refund
Potential refunds for purchases made in the Umo App are considered only through your local transit agency. You must contact your local transit agency to request a refund.
If you're still experiencing issues with your attempted payment, please contact your local transit agency.
If you are having issues with the Umo App
, make sure that you have downloaded the newest version of the app.
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