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Announcing the NEW TRANServe Card!

The new TRANServe Card brings a more secure and efficient solution to transit benefit delivery and use.  The security features of the new TRANServe Card incorporate Pin & Chip technology to protect participant’s transaction activity. The 5 year life of the card improves efficiency by reducing card mailings, distributions, and replacements. The new TRANServe Card also offers the opportunity for more funding options within a benefit cycle and the ability to temporarily suspend and re-activate cards.   

The improvements implemented by the new card will help TRANServe enhance our customer service while maintaining some of the same proven processes used today. For example, the funding and sweep cycles will remain the 10th of each month, transit providers nationwide will still be able to easily accept and process payments, and the same strong controls will be in place to safeguard the card from misuse ensuring the benefit is used only for home to work commuting purposes.

What’s New?

  • MetaBank replaces J.P. Morgan as Treasury’s financial agent bank to issue all TRANServe Cards.  

  • Simplified Activation: Now participants only need their card number and the 3- digit CVV code located on the back of the TRANServe Card to complete activation.

1. Participants will activate their new TRANServe Card by calling MetaBank/First Data’s Customer Service at 1-800-341-6700 with the following information:

  • TRANServe Card number
  • 3-digit CVV code (located on the back of the TRANServe Card)
  • Each cardholder enters a unique PIN number. After initial PIN setup, the automated dial-in system will only accept this PIN as authentication. Additional authentication items will not be required.

2. Participants who use online payments with transit authorities or vanpool companies must provide them with the replacement card information immediately.

  • Additional Funding Date: The TRANServe Card will now have four funding dates each month. This additional funding date is another opportunity to more quickly provide funds to new enrollees.

  • Chip and PIN Technology:  Chip and PIN Visa cards together with chip-enabled terminals make a secure transaction system even more secure by validating both the card and the cardholder electronically.

  • Mobile App: Participants can now manage their accounts through the Money Network Mobile App, available in both the Apple and Google app stores.

What Hasn’t Changed?

  • New TRANServe Cards are restricted by Merchant Category Code (MCC) to prevent fraud, waste and abuse.

  • TRANServe Cards will continue to fund on the 10th of each month.

  • WMATA users will continue to use SmartBenefits®.

Please refer questions to your Transit Benefit Manager.

FAQs for the new TRANServe Card are on our website.  Be sure to change the search topic to “New TRANServe Card”  for easier viewing. Here is the direct link: https://www.transportation.gov/transerve/faq

You may suggest additional FAQs by clicking “Contact Us” at the top of your screen.

For your convenience, the FAQs are also listed below.

CARD ACTIVATION

1. How to activate the TRANServe Card?

Participants activate their TRANServe Card by dialing the Customer Service number located on the back of the card (1-800-341-6700, 1-800 341-8300 for the hearing impaired). The Interactive Voice Response (IVR) system will lead them through the automated process. When calling to activate the TRANServe Card, participants should be prepared to answer security questions and set a Personal Identification Number (PIN).

2. What is a PIN and when do participants use it?

The PIN is a four-digit number that the participant creates to access their account online. The PIN should be kept in a secure location and not revealed to anyone. The participant must use the PIN to:

  • Check balance
  • Review transaction history
  • Change PIN 
  • Contact customer service

CARD USE

1. How can participants check their TRANServe Card balance?

Participants can check their account information online, using the Money Network Mobile App , or by calling Customer Service (1-800-341-6700, 1-800 341-8300 for the hearing impaired). They will need their card number and PIN.

2. What if a participant’s TRANServe Card is not accepted?

In the event a participant is attempting to use the card at a Transit Authority and the card is not accepted, the participant should contact Customer Service (1-800-341-6700, 1-800 341-8300 for the hearing impaired).

3. What should participants do in the event of a lost, stolen, or damaged TRANServe Card?

In the event a card is lost, stolen, or damaged, the participant should immediately notify Customer Service (1-800-341-6700, 1-800 341-8300 for the hearing impaired) to initiate the card replacement process.

TRANSERVE CARD EXPIRATION AND RE-ISSUANCE

1. How does a participant get a replacement TRANServe Card in the event of a lost or stolen card?

Participants must contact Customer Service (1-800-341-6700, 1-800 341-8300 for the hearing impaired) immediately to initiate the replacement card process.

2. How long does it take for a participant to receive a replacement card?

Once the participant has contacted Customer Service and ordered a replacement card, the agency Point of Contact should receive the card within five calendar days. 

3. How to activate a replacement card?

Participants must contact Customer Service (1-800-341-6700, 1-800 341-8300 for the hearing impaired) to activate the new card and will need to provide the card number and Card Verification Value (CVV2).

4. Will the replacement card have a new card number?

Yes, the replacement card will be issued with a new card number.  Participants who use online payments with a transit provider will need to update payment information with the new card number and expiration date.

Each participant will have a NEW card number and must update their Van Pool operators and Transit Providers that store this information as soon as card is received to ensure successful transaction processing.

5. How long can I continue to use my existing JP Morgan card?

Existing J.P. Morgan cards can be used until the 9th of the May for the first pilot group and the 9th of June for all other customers. Once the new TRANServe Card is activated and used, the existing JP Morgan card should be destroyed.

6. When the participant receives the replacement card, will they be prompted to create a new PIN? Will they have to change their PIN?

No, the PIN remains the same.

7. If a replacement card has inaccurate information (e.g. wrong name, misspellings) how can a participant get this corrected?

Participants should inform the agency POC to contact the TRANServe Transit Benefit Manager and have the information corrected in TRANServe’s system. Once the participant’s records are updated with the correct information, they can request a card replacement by calling Customer Service (1-800-341-6700, 1-800 341-8300 for the hearing impaired).

 
Updated: Thursday, May 4, 2017
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