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SmartRider FAQ's

Some answers to frequently asked questions about SmartRider are below. If you have more questions please visit the Transperth website or call the InfoLine on 13 62 13 for more information.


What is a Pending Action?

A pending action is a change or update that is waiting to be applied to your SmartRider.

Your SmartRider stores information including your concession status, Autoload status and card balance. When we need to update this information, a pending action is created so that the information on the card can be updated.

Pending actions are generally available to your SmartRider the day following their creation, except BPAY which can take several days to become available. For example if you activate Autoload online through My Account today Autoload will be available to be applied to your card tomorrow.

In order to update your card with this new information you are required to tag on. We recommend that you travel within a week of the pending action being created. Alternatively, if you do not need to travel, you can tag on, wait 15 seconds, and then tag off (preferably at a train station).

This will ensure that the update is applied to your SmartRider. If you do not travel/ tag on in the first week, or if it has been over two weeks since you last used the card, it is possible that the pending action will not be applied to your SmartRider on the first try. If this is the case you will need to travel or tag your SmartRider on and off over two to three consecutive days.

Please contact the Transperth InfoLine (13 62 13) if you have trouble applying a pending action.

How does Autoload work?

Autoload enables a direct debit to be made automatically from a nominated bank account or credit card to your SmartRider card account when the balance on your card falls below the low-value threshold of $6 (standard users) and $3 (concession users). Once Autoload is activated you will begin receiving the 20% discount.

More information on Autoload.

My Autoload/BPAY won’t activate when I have no value on my card

Autoload is designed to activate even if the card is new and you have no previous balance on the card, though unfortunately there can be instances where this doesn’t occur. If this happens to you please contact the InfoLine on 13 62 13 or visit an InfoCentre in Perth.

When will Autoload apply more value to my SmartRider

Autoload is designed to add value to your card after a tag on. While you may drop below the low value threshold when you tag off a service, you will still be able to tag on to your next service. Once you do your SmartRider will be credited with the value of your Autoload.

Why does the balance come off of my card when Autoload fails?

When you tag on under the low value threshold we will add the value of your Autoload onto your card immediately, under the assumption we will be able to get this value from your credit or debit card within the next 24-48 hours. If, for whatever reason, we are unable to access those funds your Autoload will be disabled and the value that was credited to your card will be removed.

In order to add value to your SmartRider balance, you will need to use alternative ‘add value’ methods until you can check your details and reactivate your Autoload.

Why was my Autoload declined by my bank?

This can be caused by multiple requests for Autoload occurring on the same day.

These multiple requests generally occur if your Autoload amount is set too low for your travel use or multiple SmartRider cards with Autoload set for the same amount to the same bank account.

We recommend setting your Autoload amount to an amount that would allow you to travel for at least 10 trips before a top up.

Why isn't the SmartRider system live?

The SmartRider system is currently a card based system, where the information from your travel is stored on your card. Unfortunately we are unable to keep the Transperth website and app immediately up to date with every transaction that occurs.

The system takes between 12 and 24 hours for your latest transactions and any changes to appear online.

Will removing a SmartRider from My Account hot-list the card?

No, this will simply mean that it is no longer linked to that particular My Account.

Any Autoload, SmartParker or Bike Shelter registrations will remain active on the SmartRider card.

If you would like to report your card as lost or stolen and have it hot-listed please contact the InfoLine on 13 62 13.

How do I order a replacement card while I am still in school?

If you damage or lose your SmartRider you will need to order a new SmartRider.

You will need to go through the same process as when you received your initial SmartRider card.

For example, if your card was issued by your school you will need to speak to your school to order a new one. Or if you ordered your card through the online system you can also order your replacement here.

My high school SmartRider has an expiry date. what does this mean?

This expiry date relates to the concession entitlement to the student fare you receive while you are in high school. Once the expiry date passes your SmartRider will revert to a standard SmartRider and you will be charged standard fares.

Before this date you can apply to have a new concession on your card, such as a Health Care Card or tertiary concession if you are continuing your studies at an eligible institution.