MBTA MTicket Customer Service

I was nervous to use this as my primary method of buying commuter rail tickets after seeing the negative reviews, but after weeks of use I haven’t experienced a single problem, not even a little glitch. I use this for commuting to and from work so for the app to not work for some reason would be a day ruiner. That being said, I have no complaints. I’ve downloaded tickets while doing a full sprint to catch the train and it’s been ready to go when it arrives. I can’t figure out how to see the live updates of trains on it, or maybe you just can’t do that through the app, but that’s not a significant drawback to me.

Contrary to the other negative ratings, I’ve had no issues buying tickets and getting on trains. The app has worked pretty seamlessly so far. However, it would be nice if they added Apple Wallet support for your tickets. I take Amtrak trains as well and have an Apple Watch and it’s extremely convenient to be able to simply open up Apple Wallet on my watch for the conductors to scan. I think that would be a nice addition to mTicket

I’m not sure what the complaining is about, this app allows me to buy my tickets when I need them so it’s fine by me. The UI isn’t great but you get used to it. It even allows you to pay with Apple Pay so that you can avoid adding your credit card info, which is a huge plus in my book. If you want to feel better about the mTicket app you need only check out some competitors, such as the one for bus/train tickets in Miami. Good lord.

First time using the app, and everything went just fine. Pay with your card via the app, activate the ticket using the phone right before you board the train, and show the conductor the screen when he/she is checking tickets. Simple as that! No waiting in line! The only drawback is while buying a monthly pass, the app does not support use on the subway system - only the commuter rail. Well worth the download.

I can’t speak for the experiences of the people who had bad reviews, but this app had been simple, lean, and effective for me. From download to ticket purchase it was about 3 minutes total. Now I’m ready to buy any new tickets in literally seconds. It definitely beats waiting in line to purchase tickets like a noob. 5 stars from me unless I see any evidence that the app deserves different.

Customer service was so helpful and proactive as a new T user. Helped my plan out my commute and train times to make sure I didn’t mess anything up. Really knowledgeable. They said to make sure to create an account because there are much less “hiccups” and it’s easier for them to help you if you have an account

I’m not sure why so many people are having a hard time with this app. It’s simple and easy to use, just choose departure station and arrival station and what pass you want. The payment method is easy and it saves your payment info for next pass purchase. Would recommend.

I love the mticket app! Its been such a convenient way to purchase & carry my commuter rail passes for work!!! The only hiccup I’ve had was the day I accidentally ran out the door & left my phone behind. I had to purchase a round trip ticket. Would have been really sweet to show my pass on the train using my apple watch! Hope that is coming soon?!

I see lots of negative comments. But for me it worked fine and i used couple of times. It is helpful to book the ticket at the last moment. Even we can book the ticket after boarding the train. No need to think about ticket and cash change when we onboard... But internet, Signal and Battery matters 😝

I’ve used this app for well over a year now; after the latest update, it takes only seconds to buy a new pass. The addition of Apple Pay is amazing, no more fussing around with cards. Shout out to the devs who obviously put in a lot of work to make what was a barebones app into a really pleasant and fast experience.

Negative reviews made me wary, but thought I’d give it a try. Was surprised how simple it was for a elderly technophobe like me. Got the ticket with the old folks discount without any difficulty and used it for a round trip just completed. I only had to make sure the phone was charged sufficiently when boarding the train.

App works fine. It’s easy to navigate and gets the job done. My only gripe is with the weekend pass. I wish it would either clearly notify you before purchase that you are buying it on a day it can’t be used, or simply don’t have the option to buy one on such a day. You shouldn’t be able to buy a pointless ticket.

Got an apple pay error, so I kept pressing the button like an idiot. Charged me 3 times. However, I called the help number on the app and the person was very efficient and courteous. Got the extra 2 tix refunded within 5 minutes. Amazing service!

I don’t understand why people are giving low scores but the app is working just fine. I was able to buy two tickets with Apple Pay without reentering card info etc as mentioned in one of the reviews. 4 star because remember my password is not working.

The app is fine for the commuter rail but it would make life a lot easier for well pretty much everyone if they added a Charlie card feature to the app doesn’t even have to add a digital Charlie card but it’s 2021 there should at least be a app to load money and track amount by now

Most of these reviews are ancient and a lot complain about the train being on time. But this app does what it’s supposed to do. You can find any train line and its schedule easily and buy your tickets.

Got to the gate, saw there was an app. Downloaded and bought a ticket faster than the lines used to be at north station. Showed the lady my ticket with having even make eye contact. Perfect for antisocial people like me

App is great. You might want to consider using the ios function to bump up brightness and prevent screen lock to appear for 3 minutes. Need this time since conductor announce they are walking to see the ticket. Right now screen lock kicks in very fast.

Sometimes, after leaving your phone on the ticket wallet for a period of time, there is no back button and you have to close the app and reopen it to get back to the main screen.

I couldn’t find a machine to buy a ticket and I used the app and took a commuter rail to Boston with a ticket on this app. It was great since I didn’t have any cash and the conductor worked with this ticket no problem. Thank you

Overall this app just works, and is nicely designed. Haven’t experienced any transaction issues in the 10+ times I’ve used so far. Hope I keep having good luck.

This app truly save me today, I got to south station and the train was already moving. I didn’t have time to buy a physical ticket, and didn’t have enough cash. It was easy to download, and worked great for me. Thank you to the APP gods!!

4/5. Good because there’s a report section where people can report stuff happening at stations and they could even call transit police. What I don’t like is how it only works for the commuter rail.

From the initial download to purchasing a ticket, I was so impressed with how quick and simple the process was. No glitches, no unexpected pop-ups or crashes. Everything just worked.

Its a great app and pretty reliable but i wish i wasnt always dependent on it. like the only way to get home in norfolk is to use the commuter, but this app is the only way to get there inbound. sure once im in south station i can get a physical ticket (sometimes) but you cant do that in norfolk. this is not an app issue at all this is really just a letter to the mbta please make norfolk station more than a slab of concrete🙏😭 also $20 for a roundtrip is insane lower these prices inflation wild enough

I have been using MTicket for a few years now for my commute, and have found it to be reliable. However, as phone capabilities have advanced, there are missed opportunities for this app to keep up and expand its functionality. This app could benefit from a few changes — It would be nice if the ‘starred’ favorite button would actually keep all marked routes visible on the home page. I have attempted to save both inbound and outbound versions of my route on the main screen, but only the one ‘last used’ item stays up on the screen. It would also be helpful to create a purchase/ticket activation widget for easy access to the app. I have seen this done with the parking apps for mbta/commuter stations, and it would be nice to see something similar for this. Lastly, I think navigation of the start line -> end line is useful, but a bit clunky. It would be nice if there was a swap 🔁 function to flip the start line and end line. It would be even better if this can be done prior-to or after ticket purchase — since the zone and payment would remain the same, but buying 5 or 10-ticket passes wouldn’t be displayed as inbound only. Overall, MTicket is a helpful app for the daily commute but their interface could be more user-friendly. Thanks!

This app has gotten worse since I first installed it over a year ago. Purchasing tickets goes through okay, and the app never fully “crashes” HOWEVER the performance of all other aspects of this app are abysmal. In particular, the “Schedule”/“Timetable” page is almost unusable—it takes almost 10 seconds to register ANY input click, regardless of my connection strength. Please optimize ASAP!

Although I understand the recent app update was designed to improve screen reader capabilities, an activated ticket now no longer appears activated on the Home Screen, even though it is active when you go into your ticket wallet. The only feature that distinguishes an activated ticket is the green text “ACTIVE” which isn’t showing on the Home Screen. The new app update removed the green bar at the top of an activated ticket, which was a beneficial feature. I use Daily Flex Pass tickets for 4 different train trips each day so the active ticket should be more obvious on the Home Screen and more universally accessible to all types of users, in my opinion. TY

First time I used it everything worked. Easy peasy. Tried to buy a ticket for my trip home and the app didn’t remember me. Logged in, blank screen. Try several more times. Uninstalled, reinstalled, logged in- Error messages. Had to re enter my credit card info. Screw it, I’ll get on the train and deal with it there. MBTA personnel were at the entrance To the tracks saying they need to see my ticket before I can enter the platform. Trying over and over again to buy a ticket. Error messages error messages. Miss train attempting to buy ticket before entering platform. Tried changing password but never received a notice n my email after several attempts. Oh, and when I press the button labeled Schedules/Commuter Rail it display 1 1/2 screens of blankness. There is also a tab that should display any alerts about train service but It Doesnt. I guess if you don’t know what the schedule is, there is no use having any alert information included either. This was my first day at a new job. Wish I could say this app put me at ease when it comes to planning my commute, but I can’t. Would not recommend it to my worst enemy.

This app was great worked fine when i got another phone switched apps over it stop working and i get error 405 and when i put my email in to reset my password i get no email . I even tried making a new account but nope doesn’t even let me. I was told today I can’t pay with my card in the commuterail but i have ben able to for years . This is very inconvenient and problematic. I also have a disability mbta card but that didn’t even update into the system even and eventually i lost that . Ill keep trying though .

I just attempted to buy a weekend pass for $10 and I used Apple Pay. The app gave me a weird “wrong or invalid billing address”, which Apple Pay does not even require. I check my back account and the transaction went through but I didn’t get my ticket! The funny thing is that I read on the app review here that someone else had the very same problem but since it was over a year ago and the developer actually responded, I thought that it got fixed. Which clearly it did not! So two things: 1- PEOPLE BE AWARE AND STAY AWAY! 2- I will change (edit/update) my review ONLY when I get a refund, not just a response like “oh sorry to hear that...” I want actions, not a sympathy that cheats me. So if you guys still see this, it means that I didn’t did my refund NOR my ticket! I need my refund please. I don’t have time now to google how to report/reverse payments. and please don’t just say sorry for my inconvenience.. I need my refund. Thank you.

I tried to give the app a try but it failed badly at the first use. I wanted to get a ticket and entered my credit card information to pay. The app refused the payment and complaint that the entered information is wrong. Two seconds later I got a confirmation message from my bank that the ticket price was charged **twice** to my credit card!!! There is no history about the failed transactions, I never got any ticket, and now they want me to pay twice for one ticket?! This is ridiculous. I don't know what the issue was but this is not acceptable.

This used to be a fantastic app, but for some idiotic reason they removed the function that showed you the time your train was arriving in real time. Now you have to guess every morning because the trains are not on time each day. It creates extremely unnecessary stress. As I arrived to the station for a 7:53 train I found out only once there it is running 13 minutes late. Would have been nice to know this before I left my house. Bring back this function. I don’t get the point of this app without it.

In general the app works well. However, as a senior I am eligible for reduced fares. My senior MBTA card does not expire until 2021. However, the app reverts to full price fares after 1 year. It gives no warning that it is now charging full fare. Clearly the app accessed a data base and recognized my reduced fare card. Why doesn’t it also read the expiration date and maintain the reduced fare status until then.

This app often has payment processing glitches, causing me to have to delete it entirely and reinstall. This is something I've had to do on several occasions (thus why I'm here). Also want to echo the sentiment of other reviews about the poor usability of tickets displaying on the home screen. I'm not sure what the underlying logic is, but it only displays tickets I rarely use, causing me to have to manually create my most common trips each day. I don't see a way to manage this or even trick the app into displaying the routes I'd like.

The conductor told me to buy another ticket cause I messed up the first one ( I haven’t previously used this app). Then I was told it was okay she would scan the one I had on my phone and to call and I may be able to get a refund but instead I was told there is no refund for tickets brought and not used so it was a waste of money in other words. Just make sure you check the ticket beforehand to ensure that everything is correct.

Never had a problem using almost daily until today. Would not accept my information I have been using almost daily. Reloaded app same problem. Contacted card company who said there are no issues with the card. Obviously an app problem.

I used the app to get a ticket but was never issued a ticket through the app. It told me there was a problem with my credit card. When I tried again with a different form of payment acted liked it worked but never issued me a ticket. When I checked my credit card it said that I bought two tickets but was never issued a ticket. Will figure out another way to get tickets. Another time the MBTA does not have great service

In many ways this is just a wonderful app BUT real pain in neck if you go sometime (?a few months) without using it then you can not see or access stored tickets without logging in (this does not happen with the parking app). Also paid for tickets expire after 3 months as well.... Both seem unnecessary money making scheme by the T

I installed this app specifically to purchase a ticket to Gillette Stadium - a special ticket you can only buy in advance, at certain stations. The MBTA website states that mticket is one way to purchase it, starting on July 1 (for July 7). Well within the 7-day minimum for tickets to be available. So I just tried to buy such a ticket, and the app tells me it is not available for sale! Very disappointed, will have to make trip to station.

Enjoyed the app when it first came out. Was easy and simple to use but now there are multiple issues between my purchases and my actual card being used in Apple Pay. If this is a case of stolen identity then I will switch back to a 5 star rating otherwise could you please look into it and advise what may be happening on your end Phillip Eng. Thank you in advance for your quick response…

I’m on my second try in using this app to coordinate with the commuter rail leaving from South Station— the first time I thought it was my mistake, as I missed my train. It turns out that the times listed in this app are not accurate. My train lists as leaving at 3:38. The station’s schedule doesn’t have it leaving until 4:08 each day. I haven’t dared trying it on my way to work.

The app has been working for me for a decent time. But months ago I lost the ability to pay with Apple Pay. While annoying, I was able to put in my card info. Today I lost the ability to pay with that as well since it just loads a white screen. I can’t be satisfied with an app that doesn’t let me use it for its primary functions. This needs to get fixed ASAP.

The apple pay feature is basically useless and unless you’re re-entering your debit card information every single time you need a ticket, you can expect an error screen to appear. just a really bad ui. you’re better off paying in person.

Tried to buy my ticket on my way to work, no ticket but they still charged me, I call customer service, they did not provide anything helpful. I have the charge on my account just give the ticket if people need it. It’s kind of ridiculous how you will take the money but not provide any assistance beyond that. Just save your Time, Money and frustration. And buy it once you’re on the train.

This app completely glitched on me today and WOULD NOT allow me to buy a ticket for the commuter rail. I tried everything, closing and reopening the app several times only to have the same result, the app telling me there was something wrong with my connection even though there clearly was not. I missed my train because of this and almost missed a quiz. But then again, its my fault to have trusted anything ran by the mbta.

I hate this app. Customer service was NO help when I meticulously explained what I did when told to on the app. It had quite a long period where I used my email account as a guest user. Now, I’m being told by the app and ‘customer service rep’ to create an account (due to improved(!!)functionality). When I do so after uninstalling and reinstalling, I’m getting an error message my email is already in use.

As usual the Boston public transport service is incapable of making any use of modern technology. Instead of integrating with mobile wallet apps like other transit systems, an entirely separate app is needed. Instead of letting us keep our tickets and transit cards in convenient spaces, their own app is needed. And instead of actually providing documentation in app as to how things operate, they do… nothing. The MBTAs refusal to actually offer convenient service and a proper app experience is just par for the course. This app is an embarrassment and almost entirely useless unless you regularly use the commuter rail. For the other 90% of Boston public transit users, this is a pass.

I had several paid-for tickets stored in my ticket wallet before I boarded the train this morning. I got on the train meaning to activate one, and the app told me that I had no tickets. I decided to buy a couple more to placate the conductor and try to resolve the issue later. Then the app directed me to set up a new account. It had apparently lost my credit card information. Is the MBTA trying to rob passengers or merely incompetent?

I activated my ticket on my way to the train. The app did not notify me of any issues with my train even though the train was not running that day due to issues with the track. They refused a refund and I was not able to get to the location I needed. Definitely buy tickets at the station, this app is a scam.

Won't accept VISA cards from Canada! Really???