Sometimes, when you tap-to-pay, you may notice pre-authorization dollar amounts charged to your bank card. These amounts are used as temporary placeholders during payment processing. Your account will only be charged for the actual amount of the fare.
Pending charges when your trip should be free or a transfer
You may see a pending charge after tapping your phone or smart device on the OMNY reader, which is a temporary placeholder for the trip. The fare will not be posted to your account if the tap is for a free transfer or free ride.
Note: Pending charges are bank card issuer-related matters and not an OMNY issue. For any questions concerning pending charges please contact your bank card issuer directly.
Check your trip and charge history online
To verify if you were charged for a trip, you can check your trip and charge histories at omny.info. You can see when you tapped and how much we charged you. Here's how to access this information:
If you have an OMNY account
If you've already signed up for an account at omny.info, you can view a list of your trips and charges for the last year.
Sign into your OMNY account.
If you haven't already, add the card(s) you use to pay your fare to your OMNY account.
At the top of the screen, select "Trips". This will show the date of each trip you took in our system and how much that fare was.
Select "Charges" to see when we charged you. This date may be different from the date that you tapped.
If you do not have an OMNY account
If you do not have an OMNY account, you can check your trip history for the last 7 days on our website. Here's how:
Go to the Check trip history page on our website.
Enter your credit/debit card or OMNY Card details.
We strongly recommend that you create an OMNY account and add your credit, debit or OMNY Card(s). This allows you to view your more of your trip/charge histories and protect your OMNY Card if it's lost or stolen.
Dispute a charge
If you are ultimately charged an amount that you do not recognize or did not authorize, here is what you can do to address this:
Note: You are limited to disputing two trips per month.
Online
To dispute a charge online:
Go to your trip history.
Find the trip that you would like to dispute.
Select the circled "i" button to the right of the trip.
Select "Dispute ride".
To chat with our OMNY Customer Service team, go to the OMNY website and use the "OMNY Digital Assistant" in the lower-right corner. There, you can chat with our team 24 hours a day, 7 days a week.
Phone
Contact OMNY Customer Service at 877-789-6669 24 hours a day, 7 days a week.