Frequently Asked Questions

What is EZ-Pay?

EZ-Pay is an electronic system that allows you to prepay your MetroAccess fare by phone or the Internet using a credit or debit card. You’ll never have to carry postcards or pay with cash or tokens again. Simply prepay with EZ-Pay, then show your MetroAccess photo ID to the driver when you board the vehicle.

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What is My EZ-Pay Login?

Your login information is the same as the InstantAccess system. Your login is your MetroAccess customer ID number. Your default password is your eight-digit date of birth. Enter the two-digit month, followed by the two-digit day, followed by the four-digit year. If you have forgotten this information or need further assistance, call MetroAccess at 202-962-2700. The eligibility department will be able to set/reset your password.

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What will appear in my MetroAccess EZ-Pay account information?

Your account information will display the current balance on your account. Please note that the balance reflects trips that have been booked but have not yet been taken. When you book a trip, the amount of the fare will be deducted from the balance at that time. If you subsequently cancel the trip, the fare will be refunded to your account immediately.

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What information is displayed when I view transactions?

The information displayed in the view transaction report is based on the date range that you supply. It will display the date and time of the transaction, notes about the transaction and your balance. Also, keep in mind that the transaction date is not the date of service. For example, if you book a trip on the 10th of the month for the 15th, the transaction date is the 10th and the service date is the 15th.

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What if I receive an error on any of the pages?

If you receive an error when you are trying to view these pages, please log out and log back in with your username and password. If that does not resolve the issue, please call MetroAccess at 301-562-5360 and speak to customer service (option 4, then option 2).

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How can I be sure my trip has been paid for with my EZ-Pay account?

Log into your EZ-Pay account and view your transactions. You should be able to see the trips that you have booked and if fare has been deducted from your account. If you do not see the Trip Date or Booking ID in your transactions, then that trip has not been deducted from your EZ-Pay account and you will be expected to pay with cash, token or other fare media at the time of boarding.

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How will my driver know that I already paid when he arrives to pick me up?

Fare collection instructions are included in the driver’s paper manifest and displayed on the computer in the vehicle. The driver should only ask for fare when one is required.

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What should I do if my driver tells me I need to pay?

If the driver asks you to pay and you believe you’ve already paid for the trip with your EZ-Pay account, tell the driver you already paid with your EZ-Pay account. The driver will then report to the dispatcher that he or she did not collect fare and the dispatcher will verify that you already paid for the trip with your EZ-Pay account.

Please note that EZ-Pay is a prepay system and you must have enough money in your account when you book a trip in order to prepay for the trip. If you do not have enough money in your EZ-Pay account when you book a trip, you will be expected to pay with cash, token or other fare media at the time of boarding.

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What should I do if I book a trip and then realize I don’t have enough money in my EZ-Pay account?

In order to prepay for your trip, you need to have enough fare in your EZ-Pay account at the time you book the trip. If you do not have enough money in your EZ-Pay account when you book a trip, you will be expected to pay with cash, token or other fare media at the time of boarding.

If you realize far enough in advance that you don’t have enough money in your EZ-Pay account, you could cancel the trip, add money to your EZ-Pay account and then rebook the trip.

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What should I do if I think My MetroAccess Account Balance is not correct?

If you believe that your account information is not correct, please call MetroAccess at 301-562-5360 and speak to customer service (option 4, then option 2).

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Can I book a trip over the phone and still pay with my EZ-Pay account?

As long as you have money in your EZ-Pay account, the fare for any trips you book over the phone with a reservations agent will be deducted automatically from your EZ-Pay account. The reservations agent will be able to inform you of your available balance when he or she books your trips.

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Can I still use postcards from MetroAccess even if I have money available in my EZ-Pay account?

Yes. Give the postcard to the driver when you board the vehicle. If fare was deducted from your EZ-Pay account when you booked the trip, the fare amount will be credited back to your EZ-Pay account once the postcard is turned in for processing.

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What is SmartBenefits®?

SmartBenefits® is a convenient Web-based program that lets employers assign the dollar value of an employee's monthly commuting benefit directly to the employee’s SmarTrip® card.

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How can I participate in SmartBenefits®?

To participate in SmartBenefits®, you must have a registered SmarTrip® card and you must be enrolled in your employer’s SmartBenefits® program. For more information, call 202-962-1326 and select option 3.

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