Frequently Asked Questions

General

Getting the App

Account

Payment

Purchasing Fares

Activating Your Passes

Showing Your Fare

Technical Support

Transit Support: General Questions and Fare Information


General

How do I download the Dart app?
You can download the Dart app from the App Store (iOS) or Google Play (Android).

How do I benefit by using Dart mobile app?

Where can I use the Dart mobile pass?
You can use the Dart mobile pass on SMART and DDOT fixed route buses as well as the QLINE streetcar to pay your transit fare.

Can I use the Dart mobile pass on SMART Connector or Detroit MetroLift?
No. The Dart mobile pass is only valid on SMART and DDOT fixed route buses, and the QLINE streetcar.

Can I use the Dart mobile pass on the People Mover?
Not at this time but we are working on those integrations in the future.

Do I need to pay to use the Dart app?
You can download the app for free. The only cost is what you pay for your passes.

Do I need a smart phone to use the Dart app?
Yes, you must have a phone or tablet that can access the internet in order to activate your pass.

Which phones and operating systems are supported?
You can download the Dart app on iPhones running an operating system of iOS 9.0 and above and Android phones running an operating system of 5.0 and above.

How do I use my mobile pass?
Just open the app and follow these five simple steps:

  1. To begin, select Buy Now in the bottom left corner or Buy Passes from the menu.
  2. Select Pass or Fare Type.
  3. Select the quantity of passes you wish to purchase.
  4. Select a payment method.
  5. Confirm your transaction details.

That’s it! You’ve successfully paid for your transit fare. You can now activate your pass when you are ready to ride!

Here are some tips to keep in mind when using the Dart app:

When should I activate my pass?
You can activate your pass when you see your bus approaching. Your pass must be activated before boarding a vehicle.

How do I activate my pass?
Activate one or many pre-purchased pass(es) in just a few simple steps:

  1. Go to the Ticket Manager to see all available passes.
  2. Select the pass you wish to activate and click “Use Now” at the bottom of the screen.
  3. Confirm you wish to activate the selected pass(es) by selecting “Use Tickets.”
  4. Once activated, an Active Ticket screen will appear with the current data and a countdown timer.

Getting the App

What if the app is unresponsive?
Don’t uninstall your app! Try logging out of the app and logging back in, and then, power your phone off and then back on.

If you continue to experience technical difficulties, contact support@passportinc.com.

If my employer subsidizes part of my transit cost, can I still use the app?
Please check with your employer for details on what options are available for you. You may be able to receive reimbursement by providing your employer with a receipt of your pass purchase, but you should check with your employer first.

What if I get a new phone? Can I transfer my passes?
Yes. Download the Dart app on your new phone, and then contact Customer Service at support@passportinc.com for assistance in transferring unused passes.

What if my phone is lost or stolen?
Contact support@passportinc.com immediately to freeze any unused passes. Download the Dart app on your new phone, then contact Customer Service for assistance transferring unused passes.

What if my battery dies?
You are responsible for showing proof of valid fare to DDOT, SMART, and QLINE operators, fare inspectors or other authorized personnel including transit police. If you are unable to display the pass on your mobile device, it is not valid.


Account

How do I set up my account?
There are two ways to create an account:

What is the difference between creating an account and signing in?
You should use “Create an account” if you don’t have an existing account or want to create a new one. Use “Sign in” if you want to use an existing account and then sign in with your username and password.

When I open the app it asks for my location and access to my photos, media and files on my device – why?
The Dart app uses these details to enhance your experience:

When creating a new account, I noticed that my profile and credit card information is already stored in the app – why?
The City of Detroit manages multiple transportation apps, including the Dart app and the ParkDetroit app, that use unified accounts to streamline the transit experience in Detroit. If you have a ParkDetroit account and log into the Dart app using the same phone number, your profile and credit card will be activated automatically for your convenience.


Payment

Do I need a credit card to use the app?
You must have a valid credit or debit card to purchase passes using the Dart app.

Do you accept reloadable debit cards?
Yes, but you may need to verify the billing zip code with the financial institution that issued the reloadable debit card.

Which credit cards do you accept?
We accept Visa, MasterCard, Discover and American Express.

How do I add a debit/credit card to my account?
Adding a debit/credit card can only be done while making a purchase. When you log into your account to make a new purchase an “Add New Card” prompt will display.

Can I store more than one credit/debit card?
Yes. You can add another card while making a purchase and tapping the “Add New Card” button when prompted for payment options. You can store up to six credit cards on your account.

Where is my personal information and credit card information stored?
All personal and credit card information is stored as tokenized data on a securely encrypted Payment Card Industry Data Security Standard (PCI DSS)-compliant server. No account information is stored within the application.

How quickly is the payment processed?
Once the payment is authorized, the payment is processed immediately. You can arrange for a receipt to be emailed to you via the App Settings by selecting the Options menu.

What if my credit/debit card is declined?
First, confirm you have the correct bank card details registered in the app exactly as they appear on your card and billing statement, such as billing address, zip code and three-digit security code on the back.

Other common errors include entering a period (.) after the middle initial, including the apartment number in the Address Line 1 field, and incorrect billing address. If everything is correct, contact your bank for further information.

Is the Dart app secure?
Passport Labs, Inc., the creator of the Dart app, is the leading provider of mobile payment technology for public transportation and parking cities across North America, supporting hundreds of agencies and securely processing millions of transactions every year.

Passport Labs, Inc. maintains PCI-DSS Version 3.1 compliance, the highest possible level. No sensitive information is stored or transferred on Passport Labs, Inc. databases. All credit card information is stored in an isolated card storage database, separated from personal information like name or email address. That data is further encrypted and tokenized to reduce the risk of credit card fraud in the event of a breach.

Finally, Passport Labs, Inc. uses Secure Socket Layer (SSL) to securely transfer sensitive data between the application and servers. This link ensures that all data passed between the web server and browsers remain secure.


Purchasing Fares

Will I have to create an account to purchase a pass?
Yes. It is necessary to have an account to purchase passes.

Can I purchase more than one pass at a time?
Yes, you can purchase between one and ten passes in a single transaction. Unused passes reside in your Dart account’s Ticket Wallet until activated.

Do I need a wireless connection to buy passes or use passes?
You will need a network data connection or wireless connection to purchase and activate pending passes. You will not need a network data connection or wireless connection to display a pass that has already been activated.

Are there any additional fees when purchasing a pass?
Yes, there is a $0.15 convenience fee per transaction.

Can I purchase a 4 Hour Dart Regional pass using the Dart app?
Yes. SMART, DDOT, and the QLINE accept the 4 Hour Dart Regional pass.

Can I purchase a 24 Hour Dart Regional pass using the Dart app?
Yes. SMART, DDOT, and the QLINE accept the 24 Hour Dart Regional pass.

Can I purchase a 7 Day Dart Regional pass using the Dart app?
Yes. SMART, DDOT, and the QLINE accept the 7 Day Dart Regional pass.

Can I purchase a 31 Day Dart Regional pass using the Dart app?
Yes. SMART, DDOT, and the QLINE accept the 31 Day Dart Regional pass.

Can I purchase system specific passes (i.e. SMART-only, DDOT-only, QLINE-only) passes using the Dart app?
Not at this time, you will have to purchase SMART and DDOT passes through SMART/DDOT Transit Centers or select DDOT/SMART retail outlets. You will have to purchase QLINE passes with the QLINE Detroit app (App Store & Play Store), at QLINE stations, or on the vehicle.

Can I purchase QLINE only passes using the Dart app?
Not at this time, you will have to purchase QLINE passes with the QLINE Detroit app (App Store & Play Store), at QLINE stations, or on the vehicle.

Can I set up automatic purchases?
No, you will have to purchase passes every time you need them. However, you may purchase multiple passes at one time for future use.


Activating Your Passes

When should I activate my pass?
You can activate your pass when you see your bus approaching. Your pass must be activated before boarding a vehicle.

Can I get a refund if I lose my device or purchase the wrong pass?
No. All pass are non-refundable. If you lose your mobile device, notify Customer Service at support@passportinc.com to transfer unused passes to your new mobile device.

Does a mobile pass expire before it is activated?
Yes, a mobile pass can expire. Once activated, each pass has a clear date and countdown timer to let you know it is still valid and when it will expire. Once the pass expires it moves into your Rider History.

Can I use multiple passes at the same time for myself and my family or friends?
Yes, you may activate as many passes as you want at a given time in order to pay the fares for others traveling with you.


Showing Your Fare

Where can I use mobile passes?
You may use mobile passes on all DDOT and SMART fixed route buses, and on the QLINE streetcar system.

How do I show the QR bar code if I’m asked to do so?
Tap the text box in the middle of the active pass to switch to the QR bar code. Tapping the QR code returns the screen to the active pass.

Will a bus operator or fare inspector show me how to use the Dart app?
Bus operators and other personnel are instructed not to touch a customer’s mobile device. Please use the “Help” feature in the app for instructions on how to use.

Can I see how much time is left on the active pass before it expires?
Yes, the expiration date and time is displayed on the top of your pass. Once your pass expires, it will be grayed out and the word “Expired” will display, then the pass will disappear.

What if my pass expires while I’m riding DDOT or SMART fixed route buses or the QLINE streetcar?
You must have a valid pass to be riding DDOT or SMART fixed route buses or the QLINE streetcar. If you do not have a valid pass, you could be subject to fines or purchase another pass.

What if my screen is unreadable?
If your pass cannot be read or displayed, it is not valid.

If I purchase a reduced fare pass, do I need to show ID to the driver?
You will still be required to show your reduced fare ID to the driver when using a reduced Dart mobile pass. Accepted ID includes: SMART/DDOT Reduced Fare ID, Driver’s License, State ID and Medicare Card.


Technical Support

Experiencing technical difficulties?
Contact customer service at support@passportinc.com.


Transit Support:

For general information about Dart passes and fare information, contact:

How to Use the App

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