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FAQ - Travel on the metro by paying with your contactless car 

Paying for the metro with your contactless card is quick and easy. In this page you can find the answers to frequently asked questions, so that you can learn more and get used to the new system.

CARDS AND DEVICES

1) Which cards can be used for contactless payments?
• All contactless credit cards issued by Mastercard and VISA
• All contactless debit cards issued by VPay and Maestro (the same cards you use for withdrawing cash)
• All prepaid contactless cards issued by Mastercard and VISA

Prepaid Postepay cards issued by VISA are not accepted.

2) How do I know if my card is contactless?
Contactless cards are marked by this symbol 
Logo carte contactless

3) Why does my card not work?
There are four possible reasons:
• The card does not belong to the list of accepted cards, as specified above
• The account connected to the card has insufficient funds, is frozen or is otherwise inaccessible
• The card is expired
• The card does belong to the accepted cards specified above but it is not contactless

In these cases, we suggest you ask your bank in order to solve the problem. 

VIRTUAL CARDS

4) Is it possible to pay using Apply Pay, Samsung Pay and other mobile banking services on smartphones, smartwatches or other smart devices?

Yes. The system works with all devices onto which a contactless card belonging to the list (question n.1) has been digitised.

WARNING: the same device must be used to enter and exit the metro. If you enter with one card, you must exit with the same card. If you enter with a smartphone, you must exit with the same smartphone. 

5)  Why can’t I register my virtual card in the reserved area of Atm website?
That is possible only if you ask your mobile payment service (Apple Pay, Samsung Pay, etc.) to provide your virtual card details: name on card, PAN, CVV, expiration date.

6) Can I see the charges for the journeys I’ve made with my virtual card in the reserved Area of Atm website?
No, this service is not available at the moment (virtualization standards have not been defined yet). Meanwhile, you can request your virtual card charges by taking the device that you used to an Atm Point with a valid identification document.


COVERAGE OF THE SERVICE

7) Where can I pay with contactless?
Currently you may only use contactless payments for journeys which start on the metro and continue within the urban area of the overgound network (urban lines and urban sections operated by extra-urban lines). So, in order to pay with your contactless card, the journey must always begin on the metro.

8) Can I pay contactless on Trenord lines and railway services?
No. The payment method is not valid on Suburban lines, neither on trains operated by railway companies.

9) Does contactless work for every metro station?

Yes. You may travel throughout the entire metro network, urban and extra-urban zones. All stations have at least one contactless reader to enter and at least one to exit.

10) Can I pay on board an overground line (bus, tram or trolleybus) and then proceed on the metro?
No. You cannot pay for journeys which start on an overground line, whether it be urban or extra-urban. Contactless payment may currently be used only for journeys which start on the metro and continue within the urban area of the overground network.

11) Can I use contactless for journeys on extra-urban overground lines?
Only under these conditions:
• if the journey starts on the metro and
• if the journey continues on an overground line within the urban area
Currently it is not possible to pay contactless outside of the urban area, even if the journey has begun on the metro.

To learn more about this, see the question Where can I pay with contactless?

DURATION OF THE JOURNEY

12) How long can a journey last when it is paid with a contactless card?
The time limit does not change compared to that of a journey purchased with an ordinary ticket. Depending on the entry station (where you touched in) and the exit station (where you touched out), the time limit ranges from 90 (urban fare) to 150 minutes (extra-urban fare).

EXAMPLE N.1 – SINGLE URBAN TICKET
• If you travel between two stations in the urban area (Cordusio and Bicocca) the urban fare will be applied. Thus the time limit will be 90 minutes.
• This means that, if you continue your journey on an overground line, you can travel for no more than 90 minutes since you entered Cordusio station.

EXAMPLE N.2 – EXTRA-URBAN TICKET
• If you travel between an extra-urban station and an urban one (Gessate and Cordusio), an extra-urban fare will be applied. Thus the time limit (in the case of the journey Gessate-Cordusio), will be 120 minutes.
• This means that, if you continue your journey on an overground line, you can travel for no more than 120 minutes from the moment you entered Gessate station.

BEGINNING AND END OF THE JOURNEY

13) Paying with my contactless card: how can I do that?
It is very quick and easy:
1. at the entry station, touch the POS reader with your card or device in order to open the turnstile and enter the metro
2. at the exit station, do the same at the turnstile in order to exit

WARNING! The card you use to exit the metro must be the same that you use to enter. To learn more, please see question What happens if I use a different card to exit and to enter?.

Every metro station has at least one contactless reader to enter and at least one to exit.

14) Do I need to subscribe to the service?
No, there is no need to subscribe.

15) Can I use the same card to pay the journey for the other people travelling with me?
No. Currently each card allows one passenger’s journey at a time.

16) What happens if, on the first try, the turnstile at the entrance does not open?
Check the colour of the reader’s signal. If it is red, it could be related to one of the cases described in the question Why does my card not work?.

17) What happens if I do not swipe my contactless card to exit the station?
The maximum fare will be charged, due to the fact that the system calculates the cheapest fare for the journey only after the exit is recorded.
That’s why it is very important to touch out when you exit, including when the exit in some stations is free.

18) What happens if I use a different card to enter and to exit?
The system calculates the cheapest fare if the same card is used to enter and to exit. If you use a different card, the system will apply:
• a maximum fare on the card that you used to enter
• a 5 euro fare on the cad you used to exit

19) In the stations where the exit is free, do I need to swipe my card in order to end the journey?
Absolutely, since the system calculates the cheapest fare for the journey only after the exit station is recorded. If you do not swipe your card at the exit, the transaction is suspended and your card will be charged for the maximum fare.

HOW MUCH A TICKET COSTS

20) Are there commissions?
No, no commissions or extra costs. You only pay the cost of your journey.

21) How is the ticket price calculated?
The system calculates the fare after the card is used at the exit station, starting from the entry station.

22) What is the advantage of paying via contactless rather than buying an ordinary ticket?
The greatest advantage is the fact that you cannot be fined for a wrong ticket any more (like when, for example, you use a urban ticket between Milan’s centre and an extra-urban station – Assago, Rho, Sesto FS).

CHEAPEST FARE

23) “Cheapest fare”. What does that mean?
The system calculates the journeys made over an entire day and applies the cheapest fare.

EXAMPLE:
• if you make one journey, the single fare is applied
• if you make 4 journeys (for example in the urban area), instead of applying the sum of 4 single fares (6 euros), the system applies the daily fare (4.50 euros)
• for journeys following the fourth one in the same day, the daily fare is still applied

24) From my first journey, how long does the daily fare last?
24 solar hours from your first journey.

25) Does this mean that, in order to be charged for the daily fare, I can make all the journeys I want within 24 hours since the first one?
Yes, but each journey must take place within the time limit provided by the fare.

EXAMPLE N.1 – SINGLE URBAN TICKET
• If you travel between two stations in the urban area (Cordusio and Bicocca) the urban fare will be applied. Thus the time limit will be 90 minutes.
• This means that, if you continue your journey on an overground line, you can travel for no more than 90 minutes since when you entered Cordusio station.

EXAMPLE N.2 – EXTRA-URBAN TICKET
• If you travel between an extra-urban station and an urban one (Gessate and Cordusio), an extra-urban fare will be applied. Thus the time limit (in the case of the journey Gessate-Cordusio), will be 120 minutes.
• This means that, if you continue your journey on an overground line, you can travel for no more than 120 minutes from when you entered Gessate station.

26) Is the cheapest fare also applied on a weekly or monthly basis?
No. At the moment the system only calculates the cheapest fare on a daily basis (over 24 hours from the first journey).

27) The system charged me for the highest fare! Why?
There are two possible reasons:
• You used your card to enter the metro but you didn’t use it at the exit
• You used a card to enter and used a different card to exit

To learn more, please see the question How long can a journey last when paid for with a contactless card?.

CHECKING CHARGES

28) When is the payment charged?
The cost of the ticket is charged three working days after the date of the journey.

29) Where can I see the charges?
In the reserved area of Atm website (you have to sign up). Alternatively, you can see the charges on your bank account. The transaction is described as “Cless Ticket Atm Milano”. 

30) I’ve received a text message from my bank saying “a 10 € transaction was authorised”. Why 10 euros?
This is a pre-authorization not depending on Atm contactless system. The same thing happens, for instance, when  you pay for fuel  at a self-service station. At the end of the journey, the correct fare will be charged and it will be based on your journey.

31) Why did you charge me 1,50 € extra for my journey?
This is a pre-authorization not depending on Atm contactless system and not a charge.  At the end of the journey, the correct fare will be charged and it will be based on your journey.

32) Why did you charge me € 0,02?
It is a request for authorization and not a charge. This may occur when you subscribe for the first time to the reserved area of Atm website.

INSPECTIONS AND FINES

33) What can I do if a controller asks for my ticket?
You have only to provide the card that you used at the turnstile. All our controllers are equipped with a digital device which verifies the transaction and makes sure the passenger is eligible to travel.

34) When am I liable to a fine?
• For example, when controllers find that you are travelling after the time limit provided by your fare, calculated from the first validation of your current journey.
• Or when you are travelling on an extra-urban overground line which has gone beyond the limits of the urban area
To learn more about the duration of the journey, please see the questions in the sections Duration of the journey and Beginning and End of a Journey.

35) How does the controller know if I have paid for my journey?
The controller’s device is able to identify the metro station (whether it be urban or extra-urban) where the first validation took place, and is therefore able to verify whether you are travelling within the time limit provided by your fare.

36) How to make sure that my privacy and data are not violated while controllers are verifying my journey?
The devices used by our controllers keep the data anonymous.

SECURE PAYMENTS

37) Are there any risks for my card being cloned?
No. Our contactless readers are certified by the banks which issue the contactless cards. Atm contactless service satisfies all standards for safety as required for any contactless payment transactions.

38) How to make sure that my privacy and data are not violated while I am paying with my contactless card?
No data related to the card nor any data related to its owner are recorded by Atm.

REFUNDS

39) How do I request a refund?
You must take the card or device (smartphone or smartwatch) that you used to an Atm Point or to the Customer Support Office at viale Stelvio. Our customer assistants can verify any errors which might have occurred.

40) What do I have to bring with me when requesting a refund?
You must not forget:
• a valid identity document
• the card or device that you used at the turnstile (the card must be registered to the person who is requesting the refund).

41) Once the refund is accepted, how do I receive it?
Refunds are given via bank transfer or by issuing tickets.
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