FAQs

How can I add my travel cards to Pick Wallet?


To add travel cards to Pick Wallet, you first have to turn on your NFC on Settings. After it’s on, you need to scan your physical travel card by holding it steady to the back of your phone, near the camera. This process takes a few seconds, so follow the instructions that appear on your screen and keep it still until it's finished. When the scan is complete and successful, please confirm that the details on the scanned card are correct. After that, the card will be added to your Wallet.




I do not have any travel card, but I wish to obtain one. How can I do it?


To obtain a travel card, you must contact the Customer Support office of the Operator with whom you wish to acquire it and follow their procedure.




The details of the card I’ve scanned don’t match with the details of my physical card. What should I do?


If the details don’t match, make sure you are scanning the correct card and repeat the scanning process. If the issue isn’t resolved, please contact the Operator’s Customer Support office.




My smartphone is not detecting my card in order to scan it. What can I do?


First of all, you need to check if your NFC is turned on - if it is switched off, please turn it on. If this doesn’t resolve the issue, please retry scanning your card, moving it into several different positions on the back of your phone to see if it is detected. If none of this works, you need to verify if there is any issue with your physical card, so please contact the Operator’s Customer Support office.




What is NFC and how can I turn it on/off?


NFC (Near Field Communication) is a technology that allows communication between two devices by bringing them close to each other. New smartphone’s models already have this technology included and it is used, for example, to let you pay with it. To turn your NFC on and off, please go to Settings on your smartphone.




How can I add fares to my travel card?


To add fares to your travel card, you need to open your Pick Wallet and select the correct travel card. Then, you just need to select “new fare” on the intended travel card and select which fare you would like to add. You will then be taken to Checkout, where you can review the details of the purchase and pay for your fare. Make sure you have your physical travel card with you so you can save the fare you’ve just purchased to it, in order to start travelling.




How can I recharge fares on my travel card?


To recharge the fares on your travel card, you need to open your Pick Wallet and select the correct travel card. Then, choose the fare you would like to recharge by swiping right to check all the available ones. After that, press the “Recharge fare” button. You will be taken to Checkout, where you can review the details of the purchase and pay for your recharge. Make sure you have your physical travel card with you so you can save the recharge you’ve just purchased to it, in order to start travelling.




Do I still need my physical card to travel?


Yes, in order to travel you still are required to use your physical travel card; the only difference is that now you can recharge it anywhere you want, without having to go to a ticket counter or a vending machine.




Will I receive a proof of my purchase?


Yes, you will receive a receipt as proof of purchase on your email.




What is a pending recharge?


A pending recharge is a fare recharge that was already purchased but it still hasn’t been saved to your physical travel card.




How can I save a pending recharge to my physical travel card?


Once you’ve purchased a recharge for a fare, you will need to save it to your physical travel card to be able to travel. To do that, you just have to press the “Save to card” button on the correct travel card and correct fare. Then, you need to hold your physical travel card to the back of your smartphone so we can save the recharge to it, following the instructions on the screen until the process is finished. Once you’ve done that, your fare is recharged on your physical travel card and you can travel.




How many fares can I have in my card?


You can have up to 4 different fares on the same travel card. That is the maximum number of fares that are allowed per card.




I lost my physical travel card, what should I do?


If you lost your travel card, please contact the Customer Support office of the Operator that issued your travel card and follow their procedure.




My physical travel card is about to expire. What should I do?


If your physical travel card is expired, you can no longer recharge it again so you have to contact the Customer Support office of the Operator that issued the card and follow their procedure for travel card renewals.




My physical travel card has expired. What should I do?


If your physical travel card is expired, you can no longer recharge it again so you have to contact the Customer Support office of the Operator that issued the card and follow their procedure for travel card renewals. However, any remaining valid fares on this card may still be used, with the exception of Zapping fare if travelling with Fertagus. If you had any balance on your Zapping, you can’t use it anymore on your expired card; to be able to use it, you must either renew your card or go to a Ticket Office of the Operator (Fertagus) and transfer that balance to another travel card.




I am part of my company's mobility plan. How can they pay for my mobility expenses?


After agreeing with your company what your mobility expenses and needs are, they will start paying for them. You will need to scan your travel card to add it to Pick Wallet. If you already have a travel card on Pick Wallet and want to use it for your company’s mobility plan, you can also select it for that purpose. After you scan or add a travel card to your company’s mobility plan, your company can send you, directly to Pick, a monthly recharge - you will receive a notification every time it happens. Once you receive the recharge, you simply have to press the “Save to card” button on the correct travel card and correct fare and have your physical travel card with you. Follow the instructions that appear on your screen to save the recharge to your physical card and, once it’s done, you can start travelling.




I've purchased a recharge but I don't have my physical card with me. Can I save the recharge on the card later?


From the moment you purchase the recharge, you have two conditions to be able to save the recharge to your physical card later: you have 1 hour to do it and you can’t use your travel card for anything else (charge/recharge other fares, validate it, etc.) before you save the recharge. To recharge your physical card, you have to open Pick Wallet, select the correct travel card and correct fare and then press the “Save to card” button. After that, you just need to hold your travel card to the back of your smartphone so we can save the recharge to it. If you do not save the recharge on your physical travel card within the 1 hour period, your purchase will be cancelled and your money refunded.




I’ve purchased a recharge, but I changed my mind and don’t need it anymore. How can I be refunded?


You have 30 minutes after the purchase to cancel and refund any fare. In order to do it, the following conditions must be met: the fare you want to cancel has to be the last one you’ve purchased and your card can’t have been used to travel/validated after the purchase. To verify if your fare can be canceled and refunded, you must press the “Cancel and Refund” button. Pick will then scan your card to check if the fare meets the cancelation conditions and will inform you if it’s not possible to do it. If the fare is still eligible for cancelling and refund, you simply have to hold your card again so we can cancel and refund the fare, which will be done shortly.




The profile (ex. Student, sub 23, senior, etc.) associated with my travel card has expired. What should I do?


If your profile has expired, you’ll no longer be entitled to the discounted fares associated with it. To renew your profile, you must contact the Customer Support office of the Operator with whom you made the profile contract. Any fare you purchased before your profile expired will still be valid to travel, but any purchase you make after the expiry date will be without the discount prices.




My physical travel card has expired but I still had valid fares on it. Can I use them?


Any remaining valid fares on this card may still be used, with the exception of the Zapping fare if travelling with Fertagus. If you had any balance on your Zapping, you can’t use it anymore on your expired card; to be able to use it, you must either renew your card or go to a Ticket Office of the Operator (Fertagus) and transfer that balance to another travel card.