General Information

There are certain processes WageWorks can complete and certain processes that only SmarTrip® can complete.

SmarTrip® processes

• Transfer funds that have been loaded to your Personal Stored funds
• Issue replacement cards
• Identify why your funds aren’t on your card even after WageWorks has confirmed your order loaded

WageWorks Processes

• Fund your SmarTrip® Card directly.
• Update your pending WageWorks election with a new card number. This must be completed by your Employer cutoff date.
• Transfer any Transit or Parking funds that are on a lost card to your new SmarTrip® card.
  
  

SmarTrip® Customer Service

There will be times that you will need to contact the SmarTrip® Customer Service department to get assistance with certain aspects of the SmarBenefits program. You may also be directed to SmarTrip®, by WageWorks, in order to get key information. There are details regarding your card that only SmarTrip® has access to.

The SmarTrip® Customer Service Number is 1-888-762-7874.

What to Expect when coming on board

When you come on board from another program administrator, any funds (Rollover or WageWorks) will not be available for at least 48 hours for those that ride the Metrorail from when you tap your card the first time.  If you ride the bus it could take at least 72 hours. You will need to use funds from your Personal Stored Value account to be able to ride. In some circumstances there are known issues within the program that require additional steps to be taken which would result in additional time for benefit access. If your card falls into this scenario WMATA will identify and resolve the issues on a case by case basis.

Below are the steps involved:

• Once the card is tapped at the reader (SmarTrip® target), a process occurs that can take at least 48 hours for those that ride the Metrorail from when your initially tap your card the first time.  If you ride the bus it could take at least 72 hours. This process is the system switching your account from one program administrator to another. 
• After the process occurs, you must tap your card for a second time to enable WageWorks funds to load.
• The card will have the new funds loaded from WageWorks, and might have a separate balance from previous program if the remaining rollover benefits exist.
• The system will randomly use/show the balance one load at a time, from either program on the SmarTrip® target display when the card is tapped. This is a condition that is caused by the WMATA system design.
• However, you can see all available balances on the card if you create a SmarTrip® user account at https://smartrip.wmata.com/AccountCreate/AccountCreate.aspx .  You will be able to see all current benefits balances on the card.
• If you had a passenger allocation account in the previous program, you will need to establish the passenger allocation account again with the WageWorks program.

Order Timeline 

The timeline of events is as follows:

1. You can log into your account at WageWorks. Select “Enroll in Commuter” then select “Transit." Finally select “WMATA SmarTrip® and Metrorail” as the service provider.
2. If you’ve ordered Direct Load your order will be loaded on your card on the first day of the benefit month.
3. If your SmarTrip® card is not registered or you gave us an incorrect Serial number, your pending order will be cancelled and your credit will be processed by no later than the last day of that month.