If you have any problem or question, please contact our Support team on 22—388-36-68 (08:00-18:00 Monday to Friday), or e-mail kontakt@moovitapp.com. Please include your phone number in all applications.

General

• Q: Which Tickets can I purchase with Moovit
• A: You can purchase multiple ZTM Lublin tickets for buses and trolly buses rides in Lublin. Currently, we offer Single Ride tickets (day / night), Time Based tickets (30 minutes, 90 minutes day / night, 6 hours, 24 hours and 72 hours), and Parking Zone ticket

   

• Q: How do I use Moovit Ticketing
• A: All you need is to download Moovit App and set-up your Ticketing account preferences (one-time, see details below). You will then be able to use Moovit Ticketing: Selecting a ticket, approving your purchase with your personal PIN code, and your ticket will be available on your phone.

 

• Q: How much it costs?
• A: Moovit App is FREE, and so is the registration to Moovit Ticketing. The price for the Moovit Tickets is the same as paper tickets. Please note: when using cellular data network, your mobile operator's fees may apply.

 

• Q: How can I pay for the tickets?
• A: You can select to pay either via a bank transfer to your Moovit pre-paid ticketing budget, or via your credit card or debit card. Please note: in case of debit card - it should be allowed access to e-commerce by your bank.

 

• Q: What if I have any technical problem or another question?
• A: If you have any problem or question, please contact our Support Line team on 22—388-36-68 (08:00-18:00 Monday to Friday), or e-mail kontakt@moovitapp.com. Please include your App phone number in all applications.

 

• Q: What do you do with my personal data?
• A: Moovit stores your phone number and optionally other identifying parameters, in order to support your authentication. Your credit card or debit card details are not stored with Moovit, but rather they are stored in a secured server with Cybersource which is a leading provider of credit card processing for e-payments.

Registration

• Q: What are the steps in the registration process?
• A: once you select to start "sign up" process (1) Verify your phone number via inserting an SMS Access code we will send you (2) Choose a 4 digit security PIN, (3) Select your passenger profile (regular or discounted ticket pricing), and (4) complete your payment method selection and details. You can skip step (4) and complete your payment details later before purchasing a ticket.

   

• Q: Why do I need a PIN code?
• A: Your personal 4 digits PIN code helps to secure your Moovit Ticketing service from unauthorized use by other people.

 

• Q: How can I change my PIN code? What happens if I will forget it?
• A: You will be able to change your PIN code anytime, via "Payment Settings" after an authentication process via the App. We recommend that you will remember you PIN, just like any other security password.

 

• Q: Why is my Passenger tickets' profile requested? Will I be able to change it?
• A: Defining your Passenger tickets' profile enables us to provide you a better App experience through offering you only the relevant tickets for you. You will be able to change it any time via "Payment Settings", and to see tickets for another profile

Tickets

• Q: How do I pay via Bank Transfer to my Moovit pre-paid tickets budget
• A: You need to select "Add Funds" and follow the instructions in the App. Once your payment is approved, we will notify you via SMS, and your budget balance in Moovit will be updated accordingly.

 

• Q: Can I change my Credit or Debit Card?
• A: Yes. At any time you can remove or change your Credit or Debit Card that is used, via "Payment Settings".

 

• Q: Once my account is set – how do I purchase tickets?
• A: Once your payment method is set, you simply choose your ticket, and verify your purchase details with your PIN code to purchase and activate your ticket. In selected tickets, you will be requested to enter the 4 digit Bus ID, in order to identify the specific bus you ride.

 

• Q: Where will I find my Tickets?
• A: Your tickets are activated upon purchase. You will find in "My Tickets" your "Activated Tickets", as well as the history "Expired" tickets.

 

• Q: How are tickets inspected by controller?
• A: Upon request by a tickets' controller – open your ride ticket from "My Tickets". The controller may validate the tickets details visually and/or via QR code verification.

 

• Q: Can I purchase a "regular" price ticket and a "discount" price ticket?
• A: Yes. You can buy these 2 tickets in a separate purchase processes. If needed, simply change the Passenger Profile (in the "Payment Settings") in order to purchase a ticket with different Passenger Profile.

 

• Q: Why do I see "Pango" on the statement of my payments to Moovit?
• A: Moovit has partnered with Pango Polska, who supports its operation in Poland

 

• Q: Why do I see a 5 ZL charge in my credit/debit card statement when I register for the first time to Moovit??
• A: Moovit has a free registration process. However, on a customer's initial registration there is a 5 ZL charge to make sure a valid credit/debit card details were provided. After verifying the validity of the card, the customer is automatically refunded this 5 ZL charge (within 2-3 business days)

 

• Q: What are the transportation rules that apply to the mTickets?
• A: the rules that apply to the mTickets (how long can they be used, on which lines, etc), are the same as provided by ZTM Lublin for the same tickets in a paper format.

Miscellaneous

• Q: What if I cannot purchase a ticket due to technical problems such as damaged phone, phone-battery died, or no internet connection?
• A: In case that you cannot purchase a ticket due to technical problems, your obligation is to purchase the ticket via another channel (e.g. paper ticket). The technical problems do not excuse you from the obligation to purchase and present the ticket

 

• Q: What if I cannot present to controller my valid ticket due to technical problems such as damaged phone, phone-battery died or no internet connection?
• A: The data about your purchased tickets is stored in Moovit system. In case you cannot present to controller your valid ticket due to the above technical problems, and you receive a fine, the validity of your ticket may be examined in an appeal process with the relevant local body.

 

• Q: What happens if my cell-phone is lost or stolen?
• A: In case your cell-phone is lost or stolen, please contact our Support Line immediately to enable us to suspend and block your account, so there will be no way to access or use it.

 

• Q: what happens if I accidently deleted my App, or upgraded my cell-phone or changed my phone number?
• A: In case you delete your app, changed cell-phone or number, please call our Support Line, in order to enable us to move your account to the new App or phone or number.

 

• Q: Can I get refund for tickets that I wrongly bought or that I did not use?
• A: Just like paper tickets, Moovit tickets are not refundable.