Frequently Asked Questions

Your card may be blocked if:

• You reported your card damaged, lost or stolen.
• Clipper Autoloaded value to your card, but your payment method was expired or declined.

Log in to your Clipper account at clippercard.com to provide an updated payment method for Autoload so Clipper can unblock your card.

You can avoid blocks due to payment method failures by providing a backup credit card. That way, if your primary credit card has expired or you are using a WageWorks Visa® Prepaid Commuter Card or a WageWorks MasterCard® Prepaid Commuter Card that doesn't have enough funds to cover your Autoload, you will still get your order and always have value on your Clipper card.

Contact Clipper Customer Service at 877.878.8883 if you have additional questions about unblocking your card.

You can transfer any cash value balance on your card, but you cannot transfer a pass, BART High Value Discount ticket or 8-ride. Clipper charges a $5 fee for balance transfers. Call Clipper Customer Service at 877.878.8883 to request a balance transfer.

IMPORTANT! After your transfer is complete, be certain to log into your WageWorks account and update any existing orders with your new Clipper card serial number to ensure your transit benefit order goes to the correct Clipper card.

• You have to tag your Clipper card to a card reader to pick up your WageWorks order and update your card balance.
• Your WageWorks account may not have the correct Clipper card serial number. Please make sure the card serial number you have provided to WageWorks is your current serial number. You will need to contact Clipper Customer Service at 877.878.8883 to request a transfer of the transit value to the correct card. (Some limitations may apply.)
• If your next order will cause your card to exceed the $300 maximum balance, Clipper cannot load the funds to your card. You have up to 6 months to spend down your balance, so you can load the funds. If you haven’t reduced your balance by that time, the order will expire, and Clipper will return the value to WageWorks for your account to be credited.
• If you are trying to order a pass, BART High Value Discount ticket or 8-ride using the WageWorks Direct Load option, you need to make sure you do not have Autoload set up on your Clipper card for the same transit pass or ticket. Log in to your Clipper card account, and click on “Disable Autoload” for the appropriate Clipper card. It may take up to 5 days for Clipper to process your request, and you must tag your card to a Clipper card reader to complete disabling of Autoload.
• You may have attempted to order an invalid product. For example, if you have a regular adult Clipper card and are attempting to order a senior pass, your order will be rejected. Rejected orders are returned to you in the form of a WageWorks credit that can be used for future transit benefit orders.
• If your card is blocked, Clipper cannot load your WageWorks funds on it. If that happens, your transit benefit order will be returned as a credit to your WageWorks account. Please contact WageWorks Customer Service to find out the status of a credit.

Per federal tax law, once a card has received any value through an employee transit benefit program, you cannot get a refund for any value on it—even if you had value on the card before joining the benefit program or if you had added your own funds separate from your transit benefit value.

You can receive a credit for any benefit orders that you have not loaded to your card. The credit is applied to your WageWorks account. Call Clipper Customer Service at 877.878.8883 to request a return of funds to WageWorks.

Please note that it can take up to three months for WageWorks to receive the returned funds from Clipper. Once received, funds are processed and applied as a credit to your WageWorks account to be used for a future transit benefit order.

Credit is the only option available per IRS regulations. WageWorks is unable to refund any pre-tax monies.

Autoload allows you to pre-authorize a direct and secure transfer of funds from a credit card or bank account to your Clipper card in the form of a transit pass or cash value. With Autoload, Clipper will automatically add value to your card:

• Whenever your cash value balance falls below $10,
• Your transit pass or multi-ride ticket expires, or
• You have only two rides remaining on a multi-ride ticket.

You can use your WageWorks Commuter Card to set up Autoload, but please set up a regular credit card as a backup payment card. That way, if your Clipper card needs reloading at a time when funds are not available on your transit benefit card, the entire order will be charged to your backup card. This ensures that you will always receive your transit order and that your Clipper card will not be blocked due to insufficient funds on your Commuter Card.

If you do not have a backup credit card and your WageWorks Commuter Card doesn’t have enough value to pay for your order, Clipper may block your card due to lack of funds, and you will need to call Clipper Customer Service and provide another credit card number to unblock it. Unblocking a card can take up to 72 hours to complete.