13. What is a Smart Card?
It is a card ideal for regular commuters which can be used as:
Store Value Pass (SVP) - is an electronic purse with some pre-loaded monetary value as per your choice. Each time you use the metro, the ticket value will be deducted from the monetary value stored in the Smart Card at the exit gate as per fare chart. The minimum recharge value is Rs. 100/- and maximum monetary value that can be stored is Rs. 3000/-.
Trip Pass (TP) can be loaded with 45 Trips or Unlimited Trips (on additional payment of Rs. 25/-). These trips are valid only for 30 days from the time of purchase/reload within fixed origin and destination. Once Trip pass is purchased, origin and destination station cannot be changed until next recharge. One trip is considered when passenger makes an entry and a corresponding exit. Unutilized trips cannot be carried forward, transferred to another card or refunded.
14. What is the utility/advantage of Smart Card?
Use of Smart Card will:
- Save time and avoid queues at ticketing offices.
- Provide freedom of choice between origin and destination.
15. From where can I purchase a Smart Card?
Smart Cards can be purchased from Ticket Counters or Customer Care Counters at stations.
16. What is the cost of Smart Card?
Standard Smart Card can be obtained by paying refundable security deposit of Rs. 50/-, the same can be used as a store value pass or a trip pass.
17. Do I need to provide any documentation/information/proof to get a Smart Card?
No document/proof is required for standard Smart Card. If willing, one can provide contact details while purchasing the Smart card. It will help retrieve card details when reported lost.
18. How do I recharge my Smart Card?
Smart Cards if purchased as a Store Value Pass can be recharged at Ticket Counters, Customer Care counters, Ticket Issuing Machines (TIMs), Insta-charge option on our website and few digitals wallets. If purchased as a Trip pass, they can be only recharged at Ticket Counters and Customer Care Counters.
19. How many people can travel on a single Smart Card?
Only one person is authorized to travel on one Smart Card.
20. What is the validity of Smart Card?
Validity will depend on the product chosen.
Smart Card when used as Store Value Pass is valid for 180 days from the date of last recharge. After that period, the card enters a grace period of another 180 days within which one has to recharge the card to increase validity by another 180 days and to carry forward balance. If any card is not recharged during validity period of 180 days & grace period of 180 days i.e. for 360 days from last recharge; balance available on the card will lapse. However, security deposit of these cards can be refunded as per applicable rules.
Smart Card when used as a Trip pass is valid for 30 days from the date of purchase/reload. It contains 45 trips to be utilized in 30 days. Trip pass is non- refundable, non- transferable and unutilized trips cannot be carried forward. Passengers have to decide the origin and destination of the trip pass before purchasing a trip pass.
21. If Smart Card is used as a store value card, what is the minimum and maximum recharge amount?
Smart Cards can be recharged by minimum value of Rs. 100/- and multiples of it. The maximum value that can be stored on the card is Rs. 3000/-. However, it would be revised from time to time based on customer requirements and as per the RBI guidelines.
22. Whom do I contact for queries related to online recharge of smart card?
For queries related to online recharge of Smart Card, you are requested to contact Customer Care Counters at any Metro Station, email us on firstname.lastname@example.org or call our call centre number 022-30310900.
23. How have you ensured fare is rightly charged to Smart Card?
We have state of art Automated Fare Collection System (AFCS) installed at all the stations which ensures commuters are rightly charged. After each journey, smart card validity and balance is displayed on screen at AFC gates.
24. How can I check validity & balance of my Smart Card?
RVCT (Remaining Value Checking Terminals) are available at all stations; they are located beside the TIM. Additionally, while passing through AFC gates, the same information will be displayed on the screen of AFC gate.
25. What is the minimum balance in Smart Card required to travel when used as store value card?
Smart Card must have a balance equal to maximum fare for entry through AFC gate.
26. When does the AFC reader reject a Smart Card?
If the AFC reader detects more than one card (including other cards) during processing, the validation will fail. You will need to choose which card you want to use to pay for the fare and you should take it out of your wallet to touch it on the reader.
One entry should be followed by one exit for the card to function properly.
When the balance in the card goes below the required minimum.
Card validity is expired.
27. What precautions are to be taken while using Smart Card?
At entry, wait for your turn and properly exhibit your Smart Card on the AFC reader on your right hand side. While exiting, the Smart Card should be properly exhibited again at the AFC Gate to avoid any kind of penalty. Please note, left handed individuals have to take special note of this since the validation falls on the right hand side of the individual.
28. What happens if I lose Smart Card while travelling?
If Smart Card is lost while travelling, you should approach Customer Care counter at the station you wish to exit. You will be permitted to exit after paying a penalty of Rs. 50/- and the maximum fare.
29. Can I get my lost Smart Card replaced?
You are requested to visit Customer Care Counter at any metro station and fill the lost smart card replacement form with your name, contact no. and smart card no. The form can be submitted to the Customer Care Officer along with a photocopy of Govt. authorized photo identity proof. After verifying your details a replacement of your lost smart card will be provided to you at a nominal charge of Rs 100/-.
30. I wish to block my lost smart card. What should I do?
You are requested to visit Customer Care Counter at any metro station and follow the lost smart card replacement process. Lost smart card will be blocked only when the replacement card is collected by the passenger.
Lost smart card number has to be provided by the passenger.
31. How do I get a refund of security deposit?
On surrendering your Smart Card at Customer Care of any station, you will be granted a refund of your security deposit of your properly working card without any physical damage.
After deducting processing charges, the value stored in your card will be refunded if your card is within validity period.
32. What do I do with a Smart Card which is not physically damaged, but not working properly?
If the card is unreadable in the system it needs to be deposited and new card can be collected from the Customer Care Counter.
33. What can I do with a Smart Card which is physically damaged, but properly working?
Obtain a new Smart Card by paying fresh deposit and transfer old data to the new card.