Any doubt? - T-mobilitat

Why should I switch to T-mobilitat? What are the benefits?

The new T-mobilitat system gives you flexibility, as it allows access to the entire public transport network with a rechargeable smartcard or mobile app, both using contactless technology. It offers convenience, because you can make a multitude of transactions, purchases and queries via the website or the mobile app. And it provides security, since the support (smartcard or mobile) is more robust and durable than a conventional cardboard ticket, and allows you to recover any travel passes you have paid for in the event of loss, theft or damage.

How do I start using T-mobilitat?

Sign up to the new system online or in person, and choose the type of card you prefer for traveling:

• Personalised card: Once you have registered, request the card on this website.
• Travel with your mobile (if you have an Android with NFC): download the app.
• Cardboard card: you can buy it at any ticket machine in the transport network, without the need for any other prior procedure or registration.

Where can I sign up?

Online, you can do it through this website, TMB web or FGC web.

In person, at any customer service and information point located throughout the network.

Can a minor sign up for T-mobilitat?

Yes, but only with the permission of a responsible adult (parent or legal guardian). In this case it will be the parent or guardian who manages the T-mobilitat account for the minor, who will be linked as a user of the account.

Is it mandatory to use the T-mobilitat system?

Some integrated transport titles can only be found in the T-mobilitat system currently. Over the next few months, all or nearly all transport tickets will have made this transition, so T-mobilitat will end up being the only valid system.

Can I use T-mobilitat without handing over my personal data?

Yes. There is a type of card, an anonymous cardboard card, that can be obtained from ticket vending machines in the transportation network (metro, train, tram). You can purchase it directly with the travel pass of your choice, but it has fewer advantages and does not accept all passes. In this case, it is a valid option for those who use T-usual, T-casual, T-familiar, or T-grup.

In any case, all personal data is subject to strict control and privacy laws under the Law on Protection of Personal Data, as T-mobilitat is a project managed and promoted by Catalan public institutions.

Can I let someone else use my T-mobilitat travel passes?

You can only let someone else use your T-mobilitat with a non-personal travel pass, such as T-casual or T-familiar. If you have a T-usual or T-jove in your card, you couldn’t let other people use it, because they are personal travel passes.

What happens if I am caught using someone else’s T-mobilitat pass?

Using someone else’s card is not a problem, but using someone else’s personal travel pass is, as this would be considered fraudulent use. If a network inspection team asks to see your travel pass and you are using someone else’s, you risk being penalized with a minimum charge and the pass being blocked. 

If my ticket is blocked due to misuse, what do I do?

If it is a standard fare ticket such as T-usual or a subsidised ticket such as T-jove, the fraudulent use means that you will not have the right to keep using that ticket.

In case of being the first time of a fraudulent use, you can wait for the pass to expire and then contact the operator to unblock the card. Another option is to cancel the blocked card and purchase a new one in your personal area, in the supports and passes space.

For FM/FN and T-16 travel passes, which require accreditation, you must also submit a request. This can be done using the oficial "Generic request" form of the Generalitat, choosing Autoritat del Transport Metropolità (ATM) Àrea de Barcelona as an addressee organization: together with your details, you must explain in detail the reasons for making improper use of the pass, and attach any documents proving the reasons you give. You can also submit the form in person at any public administration office, through the legal mechanisms. More information, here.

You will receive the resolution within three months from the register date. 

If I am travelling with a virtual ticket on the T-mobilitat app and my mobile stops working or I run out of battery, can I be fined?

Yes, it would be the same as if you were travelling without a ticket, since the proper functioning of the mobile phone is the responsibility of the user. Therefore, an inspection team could impose a minimum charge.

If I have the virtual-format card on my mobile phone and I lose it, how can I get a duplicate?

It's very easy. Simply download the T-mobilitat app onto your new mobile phone, log in with your user name and password and synchronise your e-wallet with your new device. This will disable T-mobilitat on the lost phone and activate it on the new one, at no cost to you. Moreover, you will get back the travel pass you were using before.

My T-mobilitat account is blocked… What should I do?

If you have blocked a card or pass yourself, you can unblock it, as long as you have not already requested a duplicate. This can be done through the Personal Area of the website or the mobile app, or in person at a customer service point. If the event that your T-mobilitat account is blocked due to a fine, or if you do not know the reason, please contact us through one of our customer service channels, through TMB channels or through FGC channels.

If my card does not work, what do I do?

The technology on which the T-mobilitat system is based is highly reliable. However, in the event that your support ceases to function, you may request a duplicate credited with your existing travel passes, at any customer service point throughout the network that provides this service. This duplicate, considered a replacement, will be free of charge if the support stopped working for a reason beyond the user’s control and is under warranty. If a support is not under warranty or has been damaged by the user, the standard charge will apply. In any case, valid travel passes from a damaged support will be transferred free of charge to the new support.

What if the validation machines or the validation steps do not work?
 
If you are at a railway station, start by trying different gates or machines. If there are none ready for the T-mobilitat, talk to the station staff for help. If you do not find any station agents, you can contact them through the intercom and let them know about your problem.

In the case of a bus, talk to the driving staff, who should offer you help and a solution, such as an incident ticket.

What does it mean that a card is under warranty?

This means that any manufacturing defect in the card’s chip is covered for 5 years. However, the warranty does not cover any damage or wear and tear that the card may suffer due to normal use or misuse by a user.

What do I do if my card breaks during a trip?

If your card is damaged after you have validated a travel ticket, and you are therefore already making your trip, go to one of the on-site customer service points located throughout the T-mobilitat network and request a duplicate card.

Alternatively, if your card is damaged before you try to validate a ticket, you will not be able to access public transport. In this case, on the rail network you will have to obtain a provisional replacement ticket from the station staff and then go to an on-site customer service point to request a duplicate card; if you are on the bus network, you will have to pay for a compensation ticket and then request a refund and a duplicate card at a customer service point.

Duplicate cards are free of charge if the original support stopped working for a reason beyond the user’s control and it is under warranty. If the support is not under warranty (5 years) or has been damaged by the user, the standard charge will apply. In any case, valid travel passes that were on the damaged support will be transferred to the duplicate.

What should I do if I lose my T-mobilitat support?

In the event of loss or theft of your support, you can block it to ensure that no one else uses it (via the website, the mobile app, by calling customer services, or in person at an operator’s customer service office or at the T-mobilitat Customer Service and Information Centre (CAI). If you later recover your support, it can then be unblocked.

If your support is not recovered, you may request a duplicate in person at a customer service point where duplicates can be done, at the standard charge for a new support. Once you have requested a duplicate, however, the previous support can no longer be used if recovered. Even so, while you must pay for the new support, any valid travel passes that were on the previous support will be transferred to the duplicate free of charge.

What are the different types of cards for T-mobilitat?

There are three:

1. A rechargeable personalised card, where you can load regular transport titles.
2. The T-mobilitat app, which allows you to carry a digital wallet with regular transport titles on your mobile.
3. A cardboard card, which has fewer advantages and only allows you to top up the T-usual and non-personal tickets.

The three types work contactless and independently, meaning having a ticket on the card does not imply having it on the mobile, and vice versa.
 

How do I get a T-mobilitat personalised card?

The rechargeable personalised T-mobilitat smartcard can be purchased at customer service points throughout the public transport network, including different transport operators’ customer service offices, and the T-mobilitat Customer Service and Information Centre (CAI). You can also purchase it online, via the T-mobilitat and TMB and FGC websites. It costs €4.50 and carries a 5-year warranty.

I have ordered a T-mobilitat card: when will I receive it? What should I do if it does not arrive?

Your T-mobilitat card should be delivered to the registered address within approximately 10 days. If it does not arrive within this period, contact T-mobilitat Customer Services. If you have ordered a T-mobilitat through TMB channels, contact with their customer services; if you have ordered a T-mobilitat through FGC channels, contact with their customer services.

How can I activate my T-mobilitat?

First, you need to check the activation PIN on this website by beginning a session in your personal area. You’ll find the query button in the “Manage cards” section.

When you have your PIN, you will be able to activate the card in two ways:

• Via the T-mobilitat app, if you have a mobile phone with NFC: read the card with the phone, enter the PIN and bring the two items close together again.

• In a network ticket machine. Bring the card close to the machine’s reader, follow the instructions for entering the PIN and bring the card close again.

How can I get the T-mobilitat cardboard?

Currently, you can get it at any self-service ticket machine in the railway transport network: metro, train, and tram. It costs 0.50 €, in addition to the price of the ticket you are purchasing, but it is rechargeable, meaning you only have to buy it once. Later, you can top up it at the same machines or using the T-mobilitat, TMB App, and FGC T-mobilitat apps.
 

Can I buy a T-mobilitat card on the bus, at a tobacconist or at other usual points of sale?

Not on the bus, but you will be able to buy a card at a tobacconist or at other usual points of sale very soon.

How do I use T-mobilitat with my mobile phone?

Download the T-mobilitat app (Android or iOS), TMB app or FGC T-mobilitat app. If you have an Android phone with NFC technology, you can access public transport by validating your ticket from your mobile phone, thanks to the contactless system. To use your mobile phone as a travel card to access the public transport network, you will have to purchase this feature within the app at a cost of €1.

Why do I have to pay for the T-mobilitat card and app? The old system had no additional cost.

The nominal fee for the service covers a small part of the production cost of the smartcards and the technology that allows you to use your mobile phone to access public transport and carry out many other transactions. 

What if my mobile phone does not use the Android operating system or have NFC technology?

If your device runs the iOS operating system and has NFC technology, you can download the T-mobilitat app but, for the moment, you will not be able to use the validation function on it to access public transport. You can still buy tickets and automatically top up them to a T-mobilitat smartcard, carry out other procedures, get service status updates in real time, and find the best routes for your trips using the Transport Information System.

If your device does not have NFC technology, you will also not be able to use the validation function to access public transport. 

Can I use both a T-mobilitat card and the T-mobilitat app?

Yes, you can purchase a rechargeable T-mobilitat smartcard and have the mobile app running at the same time, but they work independently, as separate supports that are not linked.

Why I can’t purchase or recharge my card if my mobile phone doesn’t have NFC?

NFC stands for Near-Field Communication. If your phone does not have this technology, you cannot top up a ticket purchased on your phone to your card by holding the two near to each other. We are working in a system which allow you to recharge your card, it will be available very soon.

I have purchased a T-mobilitat card, but I would prefer to use my mobile phone. How do I make this exchange?

You cannot return or exchange a T-mobilitat card you have already purchased, but you can use both a T-mobilitat card and the mobile app concurrently without a problem. Indeed, the two supports can complement each other. Remember that they will function independently, as two separate supports that are not linked.

Will fares be different with T-mobilitat?

No. All ticket prices and fares are those approved by the Board of Directors of the Autoritat del Transport Metropolità (Metropolitan Transport Authority – ATM) for the Barcelona area on an annual basis.

Will we be charged for distance travelled from now on?

No, not for the time being. A distance-based fare system will come into effect at a later date, once T-mobilitat is fully implemented. Initially, the new system will work with the same fare options as before, corresponding to the ATM’s range of integrated transport tickets.

Will I be able to use any ticket with T-mobilitat?

With T-mobilitat, you will be able to use the T-casual, T-familiar, T-usual, T-jove and the equivalent FM/FN travel passes, T-70/90 FM/FN, T-grup and T-16. Implementation of the full range of tickets will be progressive.

T-4 or T-Rosa are not on T-mobilitat yet?
If you have a free or reduced-rate pink card or a companion pass card, you will receive information when these social tickets from the AMB also become contactless. For now, you can continue to travel with these cards as usual.

If you need to buy a T-4, you can still do so at metro machines or tobacco shops.

If you want to apply for the pink card or companion pass for the first time, you can go to the website amb.cat/mobilitat or to the service offices of your municipality.

For more information, you can contact the phone number 900 70 00 77.
 

Will accreditation requirements for the acquisition of subsidised tickets change?

Within the new system, users are assigned a specific profile, based on their characteristics and any documentation presented, which may grant access to subsidised travel. For example, users under 30 years of age will be automatically assigned the Youth profile, allowing them to purchase the T-jove travel pass. Other specific profiles, such as FM/FN (single-parent or large family), will require the initial presentation of relevant documentation.

Can I submit FM/FN supporting documentation online, rather than in person?

You only have to register your FM/FN profile once, with supporting documentation, and it must be done in person or online. You need to present original identity card, residence card or passport and the single parent or large family card (family or individual card) issued by the Generalitat de Catalunya or the large family card issued by any other autonomous community. When you have done it, you will be able to purchase FM/FN subsidised passes while your single parent or large family documentation is valid.

What documentation must I provide to obtain a subsidised travel pass?

The conditions required to qualify for subsidised travel passes are the same as before, meaning that the same documentation is required, which varies depending on the type of travel pass you wish to obtain. Initially, T-mobilitat is compatible with the T-jove.

Can I upload different tickets onto a single rechargeable smartcard?

You are able to carry one ticket plus a reserve recharge on any T-mobilitat card or mobile phone.

I accidentally bought the wrong ticket. What do I do?

If the ticket is as yet unused, you can return it without any problem for 24 hours after the purchase. If purchased digitally, this can be done through your Personal Area, in the tickets and supports section. To return a ticket in person, you must visit a customer service point of the operator from which you purchased the ticket, regardless of how you bought it (in person, from a ticket machine, online, or through the app). This means that to return a ticket purchased on any TMB platform, you must go to a TMB customer service point; to return a ticket bought from an FGC platform, you must go to an FGC customer service point, etc. If you acquired the ticket through an ATM platform, you can get a refund in person at the T-mobilitat Customer Service and Information Centre (CAI).

Anyway, the cost of the card (€4.5) or the e-wallet (€1) will be not refunded.

Where can I check the validity or balance of my tickets?

Check the status of your tickets in your Personal Area on the website or in the T-mobilitat app, also on TMB web or FGC web. You can also make a query by phone or by using the new query machines installed in buses and at a ticket machines throughout the transport network.

Can I get a receipt or invoice for the tickets I have purchased?

Yes, in the Personal Area on the website or app you can review, digitally, the record of receipts and invoices for purchases linked to your T-mobilitat account, and download them. Also from TMB web or FGC web. You can also request any receipt or invoice at the T-mobilitat Customer Service and Information Centre or at the different transport operators’ customer service offices.

Can I travel to the Airport by metro with T-mobilitat?

It depends on the ticket you have loaded. It is possible, as it is with the cardboard ticket system, the T-usual and the T-jove. However, you cannot travel by metro to the Airport with the T-casual or the T-familiar. But you can go by train or bus: How to get to Barcelona - El Prat Airport on public transport – ATM.

Can I travel with another person on the T-casual or T-familiar?

The T-casual is for one person only, so it can only be used by one person at a time. It cannot be used simultaneously by more than one person. However, you can share it if you travel at different times. But, as a multi-person ticket, the T-familiar does allow several people to validate consecutively at the same time.

If I have a multi-journey pass and validate my last journey, can I top it up while I'm still travelling, to save time, or do I have to wait to finish the journey?

If the pass you want to buy is the same as you've just used up, there's no problem: you can top it up with a new pass in any of the apps or in a machine. But you must bear in mind that if you top it up with a different pass from the one you had, you'll lose the entitlement to change trains while still using your last validation. If you're on a railway network that requires validation on departure, like FGC or Rodalies, you'll also be unable to validate your departure properly. It would be like tearing up the old cardboard ticket in the middle of a journey. In this case, if you want to top up your pass, we recommend that you wait until you've completed your journey.

Check the questions about T-16 on this website.

What personal information must I provide to register with T-mobilitat? 

To register, we need to know and verify your identity, through your first name and surname(s), your date of birth and your identity card number. Also, if you are a discounted travel pass user, we need to verify the circumstance that justifies your right to such discount. ​To do so, as a user you may select your preferred verification method, either by authorising the ATM to check such circumstance directly or by providing the necessary documentation or information to substantiate the circumstance. In any case, you must select one of these two options. Otherwise, we cannot confirm your right to the discount and therefore we cannot process it. When you provide your personal data, the ATM will only store the necessary information. The rest will be deleted.

Can I use the Twitter and Telegram channels of the ATM or T-mobilitat to provide my personal data?

No, these channels are exclusively intended for information and customer service. Under no circumstances should users provide any sort of personal information through these channels. Any personal information or documents sent through these channels will be deleted. Under no circumstances will they be used or processed by the ATM. The information input channels are specified on the T-mobilitat website.

Why is my name printed on the T-mobilitat card? 

Because it is a personal and non-transferable card associated with your travel passes.

How do you protect my personal data?

The ATM makes every effort to guarantee the protection of your data from today's security threats. In accordance with current data protection regulations, we safeguard your data through effective security measures that take into account the risks involved in the use of your information.

How long will you store my data?

T-mobilitat is a public service promoted and managed by the ATM and complies with all regulations concerning the limitation of the storage of users' personal data. The ATM has a data processing activity registry where users may consult the criteria applicable to data storage for this service.

Do you share my personal data with third parties? 

No. Personal data are not transferred or disclosed to third parties. The personal data gathered are used only for the lawful purposes stated in the data policy published on the T-mobilitat website.

Can I withdraw my consent if I change my mind later on?

Yes, as a T-mobilitat holder, at any time, you may withdraw your consent to the processing and storage of your data and unsubscribe from the service by following the instructions provided.

What do you need my personal data for?

The personal data voluntarily provided by users are used for the following purposes:

1. To register the interested party in our system, and to assist them, process their requests and reply to their correspondence.

2. In order to record, attend to and process requests for data protection as recognised rights of the interested parties.

3. For the registration and purchase of the T-mobilitat and to send the corresponding communications regarding T-mobilitat information and operation.

4. For the use of the T-mobilitat app.

5. For statistical and scientific purposes.

You may consult these purposes in the data protection policy, which you will find on the T-mobilitat website.

Who will have access to my information?

To ensure your security, access to the information provided is limited. Only the duly authorised personnel assigned to the processing can access your personal data.

Are there video surveillance cameras at the T-mobilitat's Information and Assistance Centre (IAC)?

Yes, the IAC has duly signposted surveillance cameras to ensure the security of the staff and facilities.