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Questions & Answers

App

How do I download an App?

Depending on the device the app is operating on, for iPhones go to the App Store and for Android devices go to Play store and search for “Pierce County Ferry.”

Which phones and operating systems are supported?

iOS devices running an operating system of iOS 11 or later and Android devices running an operating system of 5 and above.

What if the App is unresponsive?

To troubleshoot an unresponsive app, please go through these steps until the problem is fixed.

1. Log out and close the app. Then open the app again and log back in.

2. Power your device down and then restart.

3. Delete the app from your device and then reinstall it.

If these steps do not fix the issue, please call us at 253-588-1950, option 1 to discuss further troubleshooting steps.

What if I get a new phone? Can I transfer my tickets?

If you get a new phone, install the Pierce Ferry Ticket app and log in to your account. All information and ticket purchases will appear once you are logged in.

Cell Phone

What if my cell phone battery dies?

Each guest is responsible for showing proof of valid fare to the crew member who is scanning tickets.

If your cell phone battery dies or stops working, you can visit the ticket window in the ferry terminal where an employee may be able to reprint your ticket, if you have the order or ticket number available. If you do not have this information, you will need to purchase a new ticket to board the ferry.

Connection

Do I need a wireless connection to buy or use tickets?

If you are using the mobile app, yes, you will need either a cellular or wireless data connection.

My Account

How do I set up my account?

For Android Devices: After you first launch the app, you’ll see the App Dashboard. Tap “My Account” and “Register Today!” You can also create an account by tapping the “My Tickets” button, then “Register Today!”

For iOS Devices: After you first launch the app, you’ll see the App Dashboard. Tap “My Account”, “login” and “Register Today!” You can also create an account by tapping the “My Tickets” button, then “Register Today!”

What is the difference between creating an account and logging in?

“Create an account” if you don’t have one or want to create a new one.

“Login” if you want to use an existing account.

How do I reset my password?

On the App: At the bottom of the login screen, tap the link named “Forgot your password? Reset Here" and follow the directions.

On the Website: There is a "Forgot Password" prompt. Click on the prompt and follow the directions. Please note: your username is your email address.

A password reset link can take up to 10 minutes to arrive in your email inbox.

Ticket Purchase

Is it necessary to create an account to purchase a ticket?

Yes. You will be prompted to create an account before purchasing a ticket. This provides greater convenience for you as you can access your account from the mobile app or the online ticket portal.

How do I add a debit/credit card to my account?

For Android Devices: Adding a debit/credit card can be done while making a purchase and/or under “My Account.” Login to your account and click “My Account.” Under “Tickets,” click “Payment Methods” and press the green circle with the symbol next to “Payment Methods” at the top right of the screen. You will then be prompted to enter your credit card number. There are two options for adding your card, manually enter your credit card number or click the camera icon to take a picture of your card, which will automatically enter your card number. Next, enter the expiration date, CVV number (located on the back of your credit card) and billing postal code.

For iOS Devices: Log in to your account and click “My Account”. Under “Tickets”, click “Payment Methods" and then tap the “Add a New Credit Card” button. The camera opens up and can automatically scan your credit card number. You also have the option to select “Enter Manually” and enter the card number yourself. Next, enter the expiration date, CVV number (located on the back of your credit card) and billing postal code. Once you have entered all the required information, in the upper right hand corner, tap the Done button. Your payment method has now been added.

Can I store more than one card?

Yes, you can.

On Android devices, you can add another card while making a purchase and tapping the displayed credit card and then tapping the green “ ” button in the upper right corner. You can also do this in “My Account” under “Payment Methods.”

On iOS devices, you can add another card while making a purchase by tapping Change on the Ticket checkout screen next to the existing card information. The Payment Methods screen will open with an option to Add A New Credit Card. Tap that option and fill out the required information. You can also add additional cards within “My Account” and “Payment Methods”.

There is no limit to the number of credit cards you can add.

Where is my personal information and credit card information stored?

All personal and credit card information is stored on a securely encrypted Payment Card Industry Data Security Standard (PCI DSS) compliant server.

How quickly is the payment processed?

Once an order has been placed, the payment is processed immediately.

What if my credit/debit card declines?

First, confirm you have the correct bank card details in the app exactly as they appear on your card and billing statement, such as credit card number, zip code and three-digit security code (CVV) on the back. If everything is correct, contact your bank for further information.

Transactions showing as “pending” have not been processed and typically are removed within two business days. Your credit card will not be charged for these transactions.

My card was declined — why is there a pending transaction on my statement?

Transactions showing as pending have not been processed and typically are cleared within two business days. Your credit card will not be charged for these transactions.

Can I get a refund?

A single use Ferry Ticket can be refunded only if it has not been used and its life has not expired. *Please note that Value Passes are not eligible for refunds.

Replacements (Lost/Stolen): If you have the order or ticket number for the lost/stolen ticket, the Ticket Agent at the Pierce Ferry terminal may be able to reprint the ticket. There is no replacement of lost or stolen tickets, you will have to purchase a new ticket.

Ways to request a refund:

In Person: You may obtain a Refund Request Form at the ticket window in the Pierce Ferry terminal. Please allow sufficient time to fill out the form while at the terminal.
Online: Complete the online form

https://www.pierceferrytickets.com/customer-service/refund-form/

To have your request processed in a timely manner, please completely fill out the Refund Request form. It can take up to 3 weeks to process a refund when all information on the form is complete. Missing information may delay your request.

Reasons for refund request:

Some examples:

Rate changes
Wrong ticket purchased (ex: bought senior ticket instead of Vehicle/Adult Ticket)
Unable to use a ticket

Refund Periods:

Peak Season (May 1^st – September 30^th): During peak season, you have 10 calendar days from the start of the new pricing to request a refund on unused tickets from the previous season.

Non-Peak Season (October 1^st – April 30^th): Once non-peak season commences, you have 10 calendar days from the start date of the new pricing to request a refund on unused tickets from the previous season.

Year End/Rate Changes: You have 10 calendar days from start date of the new pricing to request a refund of an unused ticket.

Questions? Please contact us at PierceFerryRefund@hmsgm.com

Can I get a cash refund if I paid with cash?

Tickets purchased with cash at the ticket window may be refunded with cash, only if all of the following criteria are met:

Ticket has not been scanned
Original receipt and/or physical tickets are presented at the ticket window
Refund is requested on the same day as the purchase AND within the same shift of the Ticket Agent who processed the original ticket purchase transaction

If all of the criteria listed above are not met, a cash purchase will only be eligible to be refunded via check. You may request a refund one of two ways:

By requesting a Refund Request Form in person at the Ferry Terminal
By going online and filling out the Refund Request Form through your Pierce Ferry ticket account or visiting the link: https://www.pierceferrytickets.com/customer-service/refund-form/

Refund checks can take up to three weeks to process. Missing information can delay the process.

Are receipts available for my mobile ticketing purchase?

Receipts are not available for mobile ticketing purchases in the app. You will see a confirmation page in the app once your order has processed and a confirmation message will be sent to your email address automatically. Alternatively, you can go online and print a receipt from within your ticketing account.

What type of credit card can I use?

We accept VISA and MasterCard.

Purchasing Fares

Can multiple tickets be purchased at one time?

Yes, you can purchase more than one ticket at a time. Unused tickets will be stored in your account for future use.

Is there a limit for purchases?

No, there is no limit.

Can I purchase my ticket ahead of time with the app?

Yes you can. Please note that purchasing a ticket ahead of time does not guarantee a seat on your preferred boat. All ticket holders (paper or mobile) are subject to first come/first serve boarding.

Does my ticket expire?

Value Pass tickets expire 40 days from the date of purchase.

Single ride tickets are subject to the following restrictions:

a. Any single ride vehicle or passenger tickets purchased prior to an overall rate change (usually implemented at the start of a calendar year) will expire 10 calendar days after the commencement of the rate change.

b. Any single ride vehicle only tickets purchased at the non-peak season price are void for the duration of the Peak season. They can be used once non-peak season begins again, provided that an overall rate change has not gone into effect.

c. All single ride passenger tickets can be used year round provided that an overall rate change has not gone into effect.

d. All single ride vehicle only tickets purchased during Peak season can be used year round provided that an overall rate change has not gone into effect.

Activating Tickets

How do I activate my Mobile App tickets?

Login to the your account, go to "My Tickets" and select the ticket you wish to display. Prior to the Lanes Attendant scanning your ticket, tap on the "Show Ticket" icon for the respective ticket.

When the Lanes Attendant asks for your ticket, tap on the QR code on the lower left hand corner of your phone's screen which will enlarge the QR for scanning. The enlarged QR code will remain on your screen for 10 seconds before reducing back to the small icon. You may have to tap on the QR again if the Lanes Attendant has not scanned the QR code prior to it reducing to the small icon.

How do I view my active tickets?

From within the app, click on "My Tickets." Only active tickets will be displayed here.

Can I use multiple tickets at the same time for myself and my family or friends?

Yes, go to “My Tickets” and select “Show Ticket” for each ticket needed for the group traveling with you. Please ensure you have purchased the correct number of tickets prior to a crew member visiting your vehicle to scan your tickets.

Value Passes are restricted to one scan per hour so they cannot be used for multiple passengers or vehicles on a single run.

Boarding with your Mobile Ticket

Will a crew member show me how to use the app?

It recommended that you familiarize yourself with the app before you head out or allow enough time prior to boarding to get help from a Pierce County Ferry crew member. During boarding, a crew member may be able to help but their priority is to check your tickets and focus on boarding passengers in a timely manner.

The ticket takes a long time to display, what can I do?

Click the back button and select “Show Ticket” again. You may try logging out and restarting the app. If this doesn't work, closing other apps you aren’t using can help your phone’s responsiveness. If the issue continues, try restarting your phone and/or uninstalling and reinstalling the app.

If the problem continues, you can bring your phone to the ticket window in the ferry terminal for assistance.

As a reminder, it is your responsibility to have your ticket ready for activation upon boarding. If your ticket is not ready or your phone is not working, you may be asked to move aside to allow other passengers to board.

Contact Us

How do I contact you if my question is not answered?

If your question has not been answered in these FAQs, you may reach out to us by sending your question to PierceFerryAdmin@hmsgm.com, by calling the ticket office at 253-588-1950, option 2, or if your question pertains to a refund or an issue with the website or app, please select option 1 instead. All inquiries will be responded to within 2 business days.

Ferry Rules and Regulations

Where can I find the Ferry Rules and Regulations?

The Rules and Regulations for Pierce County Ferry can be found on the Pierce County Ferry web page. The link is:

https://www.piercecountywa.gov/5612/Safety-Regulations

Thank you for riding the Pierce County Ferry.