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Questions & Answers

App

How do I download an App?

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

Which phones and operating systems are supported?

iOS devices running an operating system of iOS 7 and above, and Android devices running an operating system of 4.3 and above.

What if the App is unresponsive?

Try logging out and closing the app, then open the app and log back in. If unsuccessful, try powering your device off and then back on.

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

If you get a new phone, reinstall the app and log in to your account. All information and ticket purchases will remain in the app.

Cell Phone

What if my battery dies?

You are responsible for showing proof of valid fare to the member of the crew scanning tickets. If your cell phone battery dies, or is not working, you can see personnel at the ticket booth who may be able to reprint a ticket. Of note, they can only reprint a ticket if you have the order or ticket number available. If you do not have this information available, you will need to purchase a new ticket to board the ferry.

Connection

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

No. You will need a data connection, using either cellular data or WiFi, to purchase a ticket on the mobile App. Tickets purchased on the online ticket portal can be made over your regular internet 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: On the bottom of the login screen, tap the link named “Forgot your password? Reset Here" and follow the directions.

On the Main Account Page: There is a "Forgot Password" prompt. Click on the prompt and follow the directions. Of note, your username is your email address.

What type of credit card can I use?

The online account system only accepts MasterCard and Visa.

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 allows greater convenience for you as you can access your account from the Mobile App or the online ticket portal. In addition, it will assist in providing you a refund if one is requested.

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: Login 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 add another card while making a purchase and tapping the currently selected credit card and next tapping the green “ ” button when prompted for payment options or in “My Account” under “Payment Methods.”

You can add another card while making a purchase tapping “Change” on the Ticket Checkout screen. The Payment Methods screen will open with an option to “Add A New Credit Card.” Tap that option.

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 the payment is authorized, the payment is processed immediately.

What if my credit/debit card declines?

First, confirm you have the correct bank card details registered 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 card will not be charged for these transactions.

Can I get a refund?

A Ferry Ticket can be refunded only if it has not been used and its life has not expired.

Value Pass:

Value Passes expire 40 days from the date of purchase.
Refunds are not available for unused rides on a Value Pass.
No monetary value after expiration.

Replacements (Lost/Stolen): If you have the order or ticket number for the lost/stolen ticket, the Ticket Agent at the Pierce Ferry terminal ticket window 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,

http://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 typically takes about 3 weeks to process a refund if all information on the form is complete. Missing information may delay your request.

Reason for Reimbursement request:

Some examples:

Rate changes.
Wrong ticket purchased (ex: bought senior ticket instead of Vehicle/Adult Ticket).
Unable to print out 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 off-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 Pierce County Ferry 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 to the Ticket Agent.
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 is 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. You will see a confirmation page within the app upon processing of payment. However, you can print a receipt from your account online through the ticketing portal.

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. 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 overall 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 subject to the limitations of an overall rate change.

d. All single ride vehicle only tickets purchased during Peak season can be used year round subject to the limitations of an overall rate change.

Activating Tickets

How do I activate my Mobile App tickets?

Log onto your Mobile App account, go to "My Tickets" and select the ticket for your upcoming trip on the ferry. 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, just 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 from the "Buy Tickets" tab prior to scanning.

Value Passes are restricted to one scan per ferry run and thus cannot be used for multiple passengers or vehicles.

Boarding with your Mobile Ticket

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

It’s best to do your research before you head out or allow enough time prior to boarding to get help from a Pierce Ferry crew member. During boarding, a crew member may be able to help in the lanes but their priority is to check your fare 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 booth at 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 you still have a question about your account, you can reach out to us either by sending your question to: PierceFerryAdmin@hmsgm.com or by calling 253-588-1950. Choose option 1 for Account and Refund information and kindly leave a voicemail. All inquiries will be responded to within 2 business days.

Thank you.

Ferry Rules and Regulations

Where can I find the Ferry Rules and Regulations?

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

http://www.co.pierce.wa.us/2718/Rules-Regulations

Thank you for riding the Pierce County Ferry.