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Common U-Pass Questions

Modified: September 3, 2014

With the transition to Ventra U-Passes, two questions have been added to our U-Pass FAQ:

1. What if my credit card or debit card is charged for a Ventra fare?

Some students have discovered that their credit or debit card has been charged after tapping their wallet on the Ventra card portal. We have contacted Ventra for possible solutions to this oversight. Ventra informed us that students should only tap the Ventra card on the keypad which means it must be separated from other credit/debit cards.

  • (Your Best Option) Contest the charges with your bank. Ventra suggested that this would be the simplest method of having your funds returned quickly.
  • Send an email to customerservice@ventrachicago.com and attach a statement with all your personal information blacked out. Request that the funds be returned to your Ventra card. These funds can be used when you are no longer enrolled full-time at TGS. (Please include your contact information)
    -To be eligible your documentation must not show your charges as still pending.
  • Send an email customerservice@ventrachicago.com and attach a statement with all your personal information blacked out. Request that the funds be returned to your debit or credit card. Ventra was not able to give us a time frame on when the funds will be refunded to your account. (Please include your contact information)
    -To be eligible your documentation must not show your charges as still pending.

Please contact Ventra at 1-888-YOUR-CTA regarding inquires about emails or other correspondence sent pertaining to this matter. We are sincerely sorry that you have been inconvenienced and will continue to follow up with Ventra to find better options for future students.

2. What is the difference between activating and registering the U-Pass?

Students please be aware that registering and activating your U-Pass is not the same thing. Registering your Ventra U-Pass protects purchased passes and transit values. This is optional, however in order to use your U-Pass you must activate it by calling 1-877-450-5328.

If you used your card prior to September 14th without activating it, a temporary deactivation has occurred.By using the Ventra U-Pass without activation you have acquired a negative balance. This balance reflects the amount of fare that was charged on the card at the time of use. In order to rectify this situation you must pay the negative balance on your card. You can do this online or by using the kiosks available at the CTA train station. Once the balance is paid in full, then the semester’s unlimited balance will be transferred to your card. If you have any additional questions about your Ventra card or how to pay your balance online please check the CTA website or call the CTA at 1-888-YOUR-CTA.

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