Frequently asked questions about the OnYourWay fare program

COVID-19 updates

We’re waiving the $5 OnYourWay fare card fee until further notice.

On this page:

  1. OnYourWay app
  2. OnYourWay card

OnYourWay app

Yes, the app is free to download from the App Store or Google Play.

Once you download the app and identify your category, access the eligibility link to upload your documents.  Have ready the

  • your digital (app) account number (displayed in your account profile, at the top); and
  • supporting documentation such as a piece of government issued identification that verifies your name and date of birth.

Once your eligibility is confirmed, you will receive a confirmation email from [email protected] with instructions on how to proceed.

Please select your category as youth and follow the eligibility process above.

To transfer the balance, you will need to email [email protected], call 519-822-1811 or visit the Guelph Transit Administrative Office (170 Watson Road South) or ServiceGuelph (Guelph City Hall, 1 Carden Street). Your original card will be cancelled, and you will not be able to use it again.

If you are an adult card holder, you may choose to exhaust any remaining rides on your account and start using the app without the need to complete a balance transfer.

You can buy rides for all categories. Youth, senior, post-secondary and affordable riders need to verify their eligibility before they start buying fare media. You can also load e-cash. Additional fare media types will be available in the future.

Yes, you need a credit card or Debit Visa/Mastercard to buy rides or load e-cash on the app.

The app does not store your credit card information automatically, however you have the option to securely store your credit card information if you choose to do so.

Yes, we’ll email you a copy of your receipt. The receipt will be also appear on your mobile screen after a successful purchase.

You must have valid bus fare (at least one ride, $3 cash or one transfer) available on the app to use it on the bus.

The OnYourWay app generates a digital QR code with a number that is different than the physical OnYourWay fare card. Both cards cannot be linked with each other. Users are encouraged to use only one card type. Reduced fare accounts (youth, senior and post-secondary) cannot maintain both cards (physical and digital cards) simultaneously.

Once you generate a QR code, it is available for 20 seconds. If it expires before you get the chance to scan it on the farebox, simply generate another QR code. You will only be charged for the QR code scanned on the farebox.

No, rides do not expire.

Let the QR code expire or return to the home screen. Only scanned QR codes on the farebox will be deducted from your account.

The app provides real-time updates and requires mobile data or a wi-fi connection. For security reasons, you will be logged out after 24 hours of inactivity. You need to have an internet connection to sign into the app before using it.

If you are logged into the OnYourWay app and you lose Internet connection while trying to generate a QR code, you will be alerted that you don’t have an Internet connection. Click “Ok” and scan the QR code on the bus.

You are responsible for having a mobile device in good working order prior to boarding the bus. If your mobile device stops working, you are expected to pay for your ride using another form of payment.

The OnYourWay app works the same as the physical card and will display the same messages on the fare box screen. Your OnYourWay app stores the transfer. You simply need to generate a QR code before boarding the second bus. Your QR code will show the transfer.

Your transfer is valid for 60 minutes from when QR code is scanned. To check how much time you have left on your transfer, go to the ’History’ tab.

Yes, you can pay for other passengers of the same category. Simply generate another QR code to pay for each additional passenger and scan it on the farebox. Note: Only one transfer will be stored on your app. Therefore, you will need to ask the operator for a paper transfer for the other passengers.

To change your category to a reduced fare card you need to email [email protected], call 519-822-1811 or visit the Guelph Transit administration office (170 Watson Road South). If you have a balance remaining on your card, we will load the value of the remaining balance to your OnYourWay app.

If you have a new phone simply log out from your app in your old phone and login to the new phone.

If you lost your phone, you will be able to login to a new phone after 24 hours if the app wasn’t used. If you need assistance send an email to [email protected] or call Guelph Transit Administration office at (519) 822-1811

Note: Switching devices can only be done a set number of times. Ensure that this is only carried out when obtaining a new device.

Your balance will be stored in the app until you use it up.

The OnYourWay app is compatible with the majority of iOS and Android devices. However, please make sure your software is up to date. The app might not be compatible with older versions of software.

Please contact the Guelph Transit administration office by emailing [email protected] or calling 518-822-1811.

OnYourWay fare card

The OnYourWay fare card is available at select retailers and City facilities (e.g. ServiceGuelph (City Hall), recreation facilities and Guelph Transit).

Affordable Bus Pass customers will continue to buy their bus pass at a City facility.

If you are buying a reduced fare card (youth, senior or Affordable Bus Pass), the first card must be purchased at a City facility (e.g. ServiceGuelph (City Hall), Guelph Transit, Evergreen Seniors Community Centre, West End Community Centre or Victoria Road Recreation Centre). Tell customer service staff what card you need to ensure you receive the correct fare category.

Only Adult OnYourWay fare cards can be purchased at authorized retailers, Guelph Public Library branches and the Guelph Museum. However, Adult and Reduced fare cards can be reloaded at any City facility or select retailer.

The OnYourWay fare card is a new, faster and more secure way to pay for bus fares in Guelph. Customers can add funds to their card online or in person, get balance protection— once the card is registered—to ensure the money is safe if the card is ever lost or stolen, and manage the card (e.g. check balance and history) through an online portal.

As a promotion, no card fee for all transit customers.

Affordable Bus Pass customers will only pay the fee if replacing their registered card, in the event it is lost or stolen.

There is no card fee if you are changing fare class. For example, if you have a youth pass and turn 18 there will be no fee charged to get an adult pass.

If your OnYourWay fare card is lost or stolen and is registered, we can cancel the card and transfer the remaining balance of rides and/or monthly pass to a new card. There is a $5 fee for the new card.

The OnYourWay fare card replaces the need for paper tickets, monthly passes and cash, although cash payment will still be an option.

Customers can load daily and monthly passes, or maintain a stored dollar value on the fare card for single rides.

When a pass is added to the card, unlimited trips can be made for as long as the pass is valid. For stored value, each time the card is tapped on the fare box, the system deducts Guelph Transit’s fare from the balance on the card.

Traditional monthly bus passes will no longer be sold as of March 18, 2020. Instead, the monthly fare can be loaded onto an OnYourWay card.

As of November 1, 2020, paper tickets will also be discontinued. Transit customers can still use existing tickets until October 31, 2020. After this date, customers need to visit a City facility to have the value of any leftover tickets added to an OnYourWay card.

In response to customer feedback, Guelph Transit is working with non-profit organizations on a new single-fare bus ticket process that enables service providers to continue to hand out tickets to people in need in the community. These special tickets will be honoured as valid fare on Guelph Transit buses.

The Connect-to-GO flag is not yet available on the OnYourWay fare card. GO riders with an OnYourWay fare card should continue to show the bus operator their Presto card or valid GO Transit ticket and deposit 60 cents into the farebox.

Once the Connect-to-GO flag is available (we’ll let folks know when Guelph Transit validators are installed at GO Transit stations), Presto customers can set the flag on the fare card. By tapping the fare card on the farebox, the full stored value fare is deducted; when tapped again on a device at the GO Station, the fare minus 60 cents will be refunded to your card.

We issued a public Request for Proposal for an Electronic Fare Management System. We didn’t receive a submission from Metrolinx (Presto).

Affordable Bus Pass holders will use the OnYourWay fare card, and can buy it from a City facility (e.g. ServiceGuelph in City Hall, Guelph Transit, Evergreen Seniors Community Centre, West End Community Centre and Victoria Road Recreation Centre).

At time of purchase, a City customer service representative will register your fare card. Then, each month, you have the option to add funds to your card online or in person at a City facility or select retailer. It’s your choice.

Your OnYourWay fare card expires one year from the date of purchase, and you will have to reapply for the Affordable Bus Pass program.

If your affordable bus pass is provided to you by a third-party organization or institution and funded for you, you will need to continue to obtain the pass through that organization. The same applies for reloading fare products to your card.

Continue to use your current Canadian National Institute for the Blind (CNIB) card.

University of Guelph student ID cards are no longer valid bus fare. All post-secondary students must use an OnYourWay fare card. Post-secondary students can purchase a semester pass.

No change. Continue to use your current Veteran’s pass. New fare cards will be issued by Guelph Transit in early to mid-2020.

No changes to the current day pass program. Day passes equipped with tap and go technology can be bought at a City facility. If you have a paper day pass, it can be exchanged at a City facility for a smart card, until June 1, 2020.

A 60-minute transfer is automatically activated on your card when paying with a monthly pass or stored ride/dollar value. No additional fare will be deducted from your card if you tap again within that 60-minute period.

If you pay cash, you will need to request a paper transfer from the transit operator. Paper transfers state the expiry date and time.

No, transit fares remain the same as 2019.

The fare box project, including the OnYourWay card, is a Council-approved recommendation of the Guelph Transit Business Service Review. In 2017, the federal government announced $1.3 million in funding for Guelph through the Public Transit Infrastructure Fund to replace fare boxes on City buses to improve efficiency, reduce potential fraud and missed fares, and automate validation of student passes (U-pass) and transfers. The City is providing the remaining project funds of $1.3 million from its Infrastructure Renewal Reserve Fund.

Call 519-822-1811 or email [email protected].