Managing your Go Card: Register Online, Phone, Balance Adjustment

• Make your go card work for you by managing your card online.
• To create an online account, you will need to register your go card.

Register online:

1. Go to translink.com.au and select ‘Ticketing’ located at the top left of the screen.
2. This will take you to the ‘Welcome to go card online’ page.
3. On this page you will be able to select ‘Register my go card’.
4. You will need your 16 digit card number to register.
5. Follow the prompts to successfully register your go card.

Register by phone:

Call Translink on 13 12 30 at any time, have your 16 digit go card number handy and a contact centre operator will register your card for you.

You’re set up, so what’s next?

Once you have set up your go card online account, you can use it to:

• Set up auto top-up so you’ll always have enough credit to travel.
• Top up your go card using your debit or credit card.
• Check your travel balance, view up to six months transaction history and print GST information for taxation purposes.
• Transfer the balance of your card to another registered go card.
• View your travel history, including your last 10 transactions at fare machines and selected go card locations.
• Report an incorrect fare and request a balance adjustment.
• Check your go card expiry date.
• Change your opt-in preferences to include market research, go card notifications, product and service updates and special offers.

Balance adjustments

A go card balance adjustment is a credit or debit made to your travel credit because the correct amount was not charged due to a confirmed system related issue. Fixed amounts applied due to customer error are non-refundable. This could include:

• Inability to tap on or tap off because all card readers on your train or tram platform or onboard your bus or ferry are out of order.
• Inability to tap on or tap off because of an emergency evacuation or incident.
• Abandoned travel because a service was late or cancelled and it was too late to cancel your journey.
• System miscalculated the fare.
• Card failure during transit (e.g. if your go card stops working and you cannot tap off).

The service involved must have been recorded as late or cancelled in Queensland Rail records or as recorded in the relevant operator’s Operations Log report. You must apply for an adjustment within 120 days from the date the error occurred. After your transaction adjustment has been processed your go card balance will be updated the next time you tap on to the system. In the event that an incorrect amount has been applied to a go card, Translink reserves the right to recall any overpayment without the cardholder’s permission. You can request a balance adjustment online (registered go cards only) or by calling Translink on 13 12 30.

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