Changes to Station Ticket Sales Policy
revision effective 9/15/15
- Change limitation to $20
- Exact cash preferred
Tickets are available at many ACE Station locations or approved ACE vendors. Tickets are always available 24-hours a day online HERE
. In the event that no ticket sales are available at departure stations, contact a member of Customer Service prior to boarding for assistance.
There are four ticket types available for purchase:
As of 4-1-2019
- One-way (paper tickets do not have a set expiration date but may have a use by date in the event of a fare increase, mobile app tickets expire after 7 days.)
- Round-trip (paper tickets do not have a set expiration date but may have a use by date in the event of a fare increase, mobile app tickets expire after 7 days.)
- 20-ride (valid for 20 one-way rides or 10 round-trip rides. Paper tickets do not have a set expiration date but may have a use by date in the event of a fare increase, mobile app tickets expire after 90 days.)
- Monthly (paper tickets and mobile app tickets are valid from the 1st to the last of the month.)
one way and round trip tickets are available on the mobile app, ACE stations (Stockton, Lathrop/Manteca, Tracy, Pleasanton, Great America) and outlets such as Livermore LAVTA and Fremont station. One way tickets are also available in San Jose at the Diridon station – Amtrak counter.
20 ride tickets and monthly passes are available for purchase on the app, the stations listed above, qualified outlets (i.e. VTA, colleges) and online. Online ticket purchases are for standard mail delivery only.
When purchasing tickets online, please allow 1 day for processing and 2-5 days for shipping. ACE Rail is not responsible for lost, damaged or stolen tickets.
ACE has a no refund policy.
All tickets need to be purchased and validated if applicable before boarding the train. There are no onboard ticket sales.
TICKET SALES AT ACE STATIONS:
Ticket sales are also offered at many ACE stations. Please click on each individual station to see available hours to purchase tickets at the ticket station kiosks. Ticket sales at stations include:
For information on ACE's Station Ticket Sales Policy, click here
Tickets can be purchased using cash, Visa, Mastercard, transit benefit check or cards at the ACE stations above. Spilt payment option is also available at those locations as well as online.
TICKET SELLING OUTLETS:
Ticket sales are also available at the following third party ticketing outlets:
TICKET DISCOUNT POLICY:
Individuals meeting the following criteria are eligible to purchase a ride at a discounted rate:
- Seniors age 65 or older
- Children ages 6-12 years (must be accompanied by a paying adult)
- One child, 5 years and under rides for free per paying adult
- Individuals with a Medicare Card (Under Title II or XVII of the Social Security Act)
Proof of disability, age and Medicare must be presented to ticket sellers and train attendants when requested. ACE will accept verification from the following sources:
- Driver's License or student ID card
- United States Passport
- Department of Motor Vehicles (DMV) placard ID card in the passenger's name
- Department of Motor Vehicles (DMV) placard renewal form in the passenger's name
- RTC (Regional Transit Card)
- Connecting transit reduced fare ID card (E/D, ADA)
- Social Security Disability Income Certificate
- Card Certifying Person (Service Animal Owner)
- Medicare Card
ACE accepts TranBen, commuter checks, Wageworks vouchers and all transit benefit cards.
- Checks and vouchers accepted at ACE stations
- Checks and vouchers can be mailed in/dropped off to be applied to online orders (crediting the account up to the value of the ticket)
When using checks, the amount will be applied to the ticket and any overages will be forfeited – no cash back.
REcurring BIlling Option:
When purchasing a monthly pass online, automatic billing can be selected. The first order will be charged and filled immediately, the next billing will occur on the 15th of the month for the following month's pass. Term may be shortened according to the expiration date of the card to be used.
The system will stop billing once the term selected has matured.
Split payment option is available. The split will remain as originally entered.
No changes are available for the credit card or split allocation after the initial information is submitted. The account can only be cancelled/deactivated and would require placing a new order online.
FAQs for JustRide Mobile Ticketing Application
Q Where can I use Mobile Ticketing?
A You can use mobile tickets on any of the ACE trains (see schedule) (http://www.acerail.com)
Q What types of tickets can I purchase via Mobile Ticketing?
A All ticket types are available – one way, round trips, 20 rides and monthly passes (see limit restrictions and expiration times for each ticket when purchasing). Activated rides are valid for 3 hours and can be used on connecting transit/shuttles
Q How and when should I activate my Mobile Ticket?
A You should activate your ticket prior to boarding the train and/or shuttles. Please have the mobile ticket activated and ready to show to the train staff. Keep displayed if possible. Your purchased tickets can be found in your Ticket Wallet on the main screen on the mobile ticketing application.
Q Do I need to activate my one way, round trip, 20 ride and monthly ticket each time I travel?
A Yes, tickets must be activated for each trip undertaken.
Q Can I transfer to other routes with a mobile ticket?
A Yes. You can use the same mobile ticket to transfer to shuttles or connecting bus transit within 30 minutes.
Q Do mobile tickets expire?
A Mobile tickets have a validity period as determined by your agency and will expire after a period of days (20 rides 90 days, one ways/round trips 7 days, monthly passes by calendar month). Please check the fare policies of your local agency.
Q. How does the driver/conductor know that I have a valid ticket?
A Generally, most mobile tickets are validated by using visual inspection via checking the color actively changing on the ticket screen. Hand-held inspection devices may be used to scan a ticket using the barcode functionality.
Q What do I do if an Agency official requests to inspect my mobile ticket?
A Each ticket includes a unique barcode in addition to the tri-color ticket that will occasionally be scanned by Agency officials as part of an inspection process. Please use the pull-down to reveal the barcode for inspection, if requested.
Q Do I need to set up an account to be able to use mobile tickets?
A ACE requires to set up an account in advance of using mobile ticketing.
Q Will my mobile ticket still work if I lose cell phone service while trying to use my ticket?
A Mobile tickets do not need cell phone or WIFI services to be displayed to access or display ticket on the train. You do need connectivity, however, to purchase a ticket which must be done prior to boarding. If you lose cell phone service after activating and boarding the vehicle you will be able to activate and display the ticket from the ticket wallet.
Q What happens if my smart-phone becomes inoperable (e.g. battery dead) prior to being able to show my mobile ticket?
A Tickets are not sold onboard. You are held responsible for having a mobile phone in good working order and usable prior to boarding. If your mobile phone is inoperable you may be ejected or receive a citation for riding without a ticket.
Q If I am travelling with friends and family, can I activate more than one ticket on my phone?
a. Please verify with your local agency. Some agencies will allow multiple
tickets to be purchased up to a max number while other agencies may restrict to single tickets only.
b. Parents may purchase tickets for their children while travelling together. Max tickets allowed to use/activate for riding in groups – 6. Passengers have to sit together.
Q. What happens if I lose my mobile device or buy a new device?
A If you lose or purchase a new device you can transfer any valid, unused tickets to a new device. To do so, please contact your agency’s customer support organization. Please have your application ID known in advance. This can be found within the mobile application under Help > Application Information
Q Are receipts available for mobile ticketing purchases?
A Receipts are available through email for all mobile tickets. Please enter your email address when purchase a ticket and it will be automatically emailed to you.
Q Can I get a refund for unused tickets or service disruptions?
A ACE RAIL has a no refund policy, but in cases of service interruptions longer than 2 hours under which refunds may be granted or rides restored. Please check http://www.acerail.com
Q Are there any fees for using mobile ticketing?
A The mobile ticketing app is free to download. You may incur data usage fees via your mobile service provider for use of the application. ACE
is not responsible for any mobile carrier data changes that a customer incurs as a result of purchasing or using the mobile ticketing application.
Q Is the Mobile ticketing application available on all devices?
A The mobile ticketing application is available on the majority of iOS or Android devices installed with recent (2 years or less) operating systems. Older versions of software may not be supported.
Q I am eligible for discounted fares. How do I access these on my mobile device?
a. There are generally two options to receive discounted fares on your mobile device:
i. Select the route upon which you wish to travel and select the discounted fare child (0-12 – one child 0-5 rides free per paid adult), senior (65+), disabled. You will be asked to present any special ID card or proof or eligibility associated with this fare type upon request (upon hand-held inspection)
ii. Some special/pilot ticket programs are available to those who qualify under the respective agreement. To purchase or obtain those ticket you need to qualify – contacting ACE RAIL ticketing with required documentation and entitlements (time limits apply on top of program restrictions). Once verified, you will receive an entitlement to purchase/obtain these special tickets (not all tickets are available under these pilots/programs.
Q Will the application store my credit card details?
A You have an option to store your credit card details for future transactions.
Q What security protections are in place to protect my personal information?
A The Mobile Ticketing platform is fully certified and compliant with Payment Card Industry standards (PCI-DSS). All payments communication are fully encrypted via SSL, any sensitive data stored is highly encrypted and systems are constantly monitored for security vulnerabilities.
Terms and Conditions for Mobile Ticketing App
Thank you for using the Altamont Corridor Express Passenger Rail (ACE) Mobile Ticketing App. “ACE”, brought to you by the San Joaquin Regional Rail Commission (SJRRC), with mobile pass sales provided by Masabi LLC “Masabi”. ACE and Masabi may modify the terms and conditions relating to mobile ticketing at any time by posting revised terms and conditions. By clicking on the link below, you are agreeing to accept these terms and conditions, as well as the general terms and conditions relating to the website managed by ACE.
**Mobile Ticketing** A mobile pass refers to a type of pass valid for use on an ACE trains, which are purchased only through ACE’s mobile app on an iOS or Android device. The security of your mobile phone or pass is your responsibility. In the event that the pass or your mobile phone is lost or stolen, ACE will not provide a duplicate or replacement pass. Your mobile pass should be displayed clearly on the mobile phone screen when asked by an ACE employee to view the mobile pass. The mobile pass must be retained during your entire trip on the ACE trains. If you are unable to show a valid pass, you may be subject to a warning, fine, citation or ejection from the train. If the mobile pass has been damaged or is not readable in any way, the pass becomes invalid and a new one must be purchased. If you delete the mobile ticket app you will also delete your mobile passes. If you reinstall the mobile ticket app on the same device it was deleted, your passes will be downloaded to the device. You cannot print or transfer mobile passes.
Your ACE mobile pass will be sold to you via ACE’s mobile pass partner, Masabi. The mobile pass itself creates a contract between you and ACE for the provision of the transport services that the mobile pass allows you to use. It is ACE that provides these services to you under the mobile pass and in no event will Masabi be responsible for or have any liability to you in relation to these services or their availability or performance (including your use or access to ACE trains, your use of any services provided under your mobile pass, or for your use of the mobile retail app).
**Prices and Receipts** The price of a mobile pass is the same as a pass you purchase from the ticket agents and online. When you purchase a mobile pass on the mobile ticketing app you will be notified of the price of the pass before you confirm your purchase. For more information on fares please visit the ACE Rail fare information web page.
**Discount Fare** When you purchase a reduced mobile pass on the mobile ticketing app you must be eligible for the discounted fare eligibility and have your pre-qualifications verified. For more information on discount fares please visit these links: https://www.acerail.com/Getting-You-There/FAQ/What-qualifies-as-a-discount-rider
**Transit Mobile Application** ACE Rail grants you the right to download, install and use the mobile application on your mobile handset to purchase passes and access information in accordance with these terms and conditions. You do not and will not own the mobile
application or any information that is provided to you through it or ACE, but you may use the application in accordance with these terms and conditions solely for the purposes of purchasing and using mobile passes and accessing transport information for your own personal use and not for any other purpose. The mobile application is provided to you free of charge. ACE Rail can suspend access to purchasing passes through the mobile application and can do so for any reason.
**Data charges** The mobile ticketing app is free but data charges may be incurred to you by your cell phone network provider. You are responsible for any such costs. ACE will not take responsibility for any connectivity issues you may experience.
**Availability & Updates** The mobile pass can be used on ACE trains. The travel is based on fare applicability on ACE trains at the time of purchasing a pass. The mobile pass is valid when the ticket is activated on the mobile app after purchase. You may not start your trip on an ACE train until you have a valid pass. Once purchased, the mobile pass will specify the fare type, the validity of the pass and its expiration date. ACE reserves the right to issue updates to the mobile application, in which case you may not be able to continue use of the version of the mobile application installed on your mobile handset without downloading the latest update. ACE Rail recommends that you download and install all updates issued. ACE is not liable for errors which become apparent in old versions of the mobile application.
**Changes, Refunds and Pass Expiration** ACE has a no refund policy. In general, mobile passes cannot be changed or cancelled except under very special circumstances including but not limited to mobile application service disruptions. The decision to change or cancel a mobile pass is made at ACE’s sole and absolute discretion. You can submit a request for a change or cancellation by calling or e-mailing the ticketign dept. firstname.lastname@example.org or 1-800-411-RAIL (7245) ask for ticketing dept.
Neither ACE nor Masabi shall be obliged to change, cancel, replace or refund a ticket where ACE has reason to believe that the circumstances prompting the change, cancellation, replacement or refund is the result of fraud.
**Materials, Ownership and Restrictions on Use** The mobile ticket app is operated by ACE and is either owned by ACE or its third party licensors (including without limitation Masabi) and any data, text, graphics, images, audio and video clips, logos, icons, software and links and any intellectual property and other rights relating thereto, are and will remain the property of ACE or Masabi or their respective licensors. You may not copy (other than copies made incidentally on your mobile in the course of your use of the mobile ticket app), reproduce, republish, upload, post, transmit or distribute the mobile ticket app or any of its content without the prior written permission of ACE and its licensors. Nor may you: (i) reverse engineer, decompile or seek to obtain the source code to the mobile ticket app except where and to the extent expressly required to be permitted by applicable law; or (ii) make or seek to make derivative works based on the mobile ticket app. Use or downloading of the mobile ticketing app is conditioned on acceptance of the terms and conditions of this agreement. By using or downloading the mobile ticketing app, you agree to such terms and conditions. To be clear, the mobile ticketing app is supplied to you by ACE and neither Masabi nor any of ACE’s other third party licensors shall have any liability to you arising out of or in connection with the mobile ticketing app.
California law applies to these terms and conditions and users agree that any dispute between ACE and the users of the mobile ticketing app regarding the mobile application or arising out of or in connection with these terms and conditions are subject to California courts. The user of the mobile app understands that any information it submits under this Agreement is subject to public, unless exempt by law.
**Liability Disclaimer** In no event will ACE be liable for any direct, indirect, special, punitive, exemplary or consequential losses or damages of whatsoever kind arising out of your use or access to the mobile ticketing application, including loss of profit or the like whether or not in the contemplation of the parties, whether based on breach of contract, tort (including negligence), product liability or otherwise. In no event will Masabi be liable for any direct, indirect, special, punitive, exemplary or consequential losses or damages of whatsoever kind arising out of or in connection with your use or access to any mobile pass or the mobile ticketing application, including loss of profit or the like whether or not in the contemplation of the parties, whether based on breach of contract, tort (including negligence), product liability or otherwise. Neither ACE nor Masabi shall be liable for any damage or alteration to your equipment including but not limited to computer equipment, handheld device or mobile telephones as a result of the installation or use of the mobile ticketing application or any mobile pass. Nothing in these terms and conditions shall exclude or limit a person’s liability for death or personal injury caused by negligence or for fraud or fraudulent misrepresentation or any other liability which cannot be excluded or limited under applicable law.
**Support** If you have any questions or problems with the mobile applications, please review ACE’s FAQs at www.acerail.com for answers to the most common questions ACE receives from its users. If that does not answer your questions please contact ACE at 1-800-411-RAIL (7245).
For additional information or any questions or concerns, please contact our Ticketing Department