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Frequently Asked Questions

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  • What if I lose or damage my SmarTrip® Card?
    1. Please call SmarTrip® Customer Service 1-888-SMARTRIP (762-7874) to report your card lost or stolen.
    2. Purchase a replacement pass and notify the Program Administrator of the new serial number as soon as possible.
    3. Your account will be updated with the new SmarTrip serial number.
    4. Your Funds will be transferred to your new card within five business days.
  • How do I get a SmarTrip® card?
    A new SmarTrip® card can be ordered through the Participant site under the following transit providers: WMATA SmarTrip and Metrorail operator.
  • Is there a limit to how much can be loaded on my SmarTrip® card?
    Yes, your SmarTrip® card can have $4045 worth of Transit funds, $4045 worth of Parking funds, and $300 Personal account loaded at any one time.
  • Why do I have to register my SmarTrip® Card with WMATA?
    You will not be able to access your funds if your card is not registered. In addition, registration will help protect your balance should your card get lost or stolen. It is critical that you register your card with WMATA and that the last name and first initial you register with WMATA match the name your employer has provided us. WageWorks will not be able to process your SmarTrip® Benefit order with WMATA if the names do not match or if your card is not registered. You can register your card at https://smartrip.wmata.com/Registration/Register.aspx or by calling the SmarTrip® Customer Service Center at 1-888-SMARTRIP (762-7874).
  • Can I use my SmarTrip® Card to pay for my Vanpool?
    Yes, Your Vanpool must be registered with WMATA. For more information about this capability, visit the www.wmata.com website --http://www.wmata.com/business/employer_fare_program/vanpool_transit.cfm
  • Can I use the parking version of a WageWorks Visa® Prepaid Commuter Card or a WageWorks MasterCard® Prepaid Commuter Card to pay for SmarTrip® (WMATA) parking?
    No, all fare vending machines in the Washington Metrorail system are considered to be "public transportation" merchants and any parking transactions attempted will be rejected.
  • How do I contact Washington Metro (WMATA) customer service about my SmarTrip® card?
    You can contact SmarTrip® customer service at WMATA by email at smartrip@wmata.com or by calling 1-888-762-7874.
  • How do I load funds in the PERSONAL account of the SmarTrip® card?
    • You can load funds to the PERSONAL account of the SmarTrip® card using your own personal debit card.
    • Funds loaded to the PERSONAL account can be used to pay for parking or transit.
    • Funds are withdrawn from the PERSONAL account only if there are not sufficient funds in the employer-funded TRANSIT or PARKING accounts.
  • How are funds taken out of the various accounts on the SmarTrip® card?

    Below is a brief summary of how funds are withdrawn from the new accounts.

    • TRANSIT account funds can only be used to pay for transit fares and cannot be used for parking.
    • PARKING account funds can only be used to pay for parking and cannot be used for transit.
    • Funds are withdrawn from employer accounts first (your TRANSIT and PARKING accounts) and then from the PERSONAL account.
    • Funds loaded to the PERSONAL account can be used to pay for parking or transit.
  • How will I be able to tell the balance in my SmarTrip® Accounts?
    You will be able to view your transit account balance at the SmarTrip® target in the Metrorail station or bus farebox, your parking account balance can be viewed at the parking target in the parking garages and your personal account at the passes/farecard machine. All three accounts can be viewed at one time if you create an online SmarTrip® user account --https://smartrip.wmata.com/AccountCreate/AccountCreate.aspx
  • Can I use the WageWorks Commuter Card at other transit providers in the Washington Metropolitan area?
    Yes, you can use your WageWorks Commuter Card at other area transit providers including MARC and VRE, but you will not be able to load a SmarTrip® card at Washington Metro or any other transit provider.
  • Is the Direct Load option, the only option that I can use if I can’t use the WageWorks Commuter Card to load my SmarTrip® card?
    Yes, you must enroll for the Direct Load product if you use the SmarTrip® card and want to continue to receive the tax benefits.
  • Which smartcard passes can I purchase with my Transit Pass Benefits?
    To determine which passes are available for your smartcard, log into your SmarTrip® account, click on a smartcard number to view the summary of that card, then click on the link to "Add Pass". Each pass description will indicate "Eligible for purchase using Transit Pass Benefits" if the pass can be purchased using Transit Pass Benefits. Stored value cannot be purchased using Transit Pass Benefits.
  • Can I use my Transit Pass Benefits to pay for Auto Reload?
    Yes. If you have Transit Pass Benefits, and wish to subscribe to Auto Reload for a pass that is eligible for purchase using Transit Pass Benefits, log into your SmarTrip® Online account, click on the smartcard number that receives Transit Pass Benefits, and sign up for Auto Reload for that pass. The payment for your initial Auto Reload purchase and all recurring loads will be automatically deducted from your Transit Pass Benefits, as long as there are funds remaining in your Transit Pass Benefits. You must provide a valid credit card, as a secondary payment method for Auto Reload, even if you intend to pay for the pass purchases using Transit Pass Benefits. Your credit card will be charged if your Transit Pass Benefits are not available.
  • How can I see the balance remaining in my Transit Pass Benefits?
    Log into your SmarTrip® Online account and select the smartcard number that receives Transit Pass Benefits. On the "Card Summary" page, under the "SmartBenefits" section, you will see the detailed information on your Transit Pass benefits, including period end date and timing, initial value and remaining value.
  • How can I see a list of my online purchases using Transit Pass Benefits?
    Log into your SmarTrip® Online Account, and click on "View Order History," which will show you all online purchases along with the payment method (SmartBenefits or credit card). Details of each order can be viewed by clicking on the order number.
  • What happens to my Transit Pass Benefit if my card is lost or stolen?
    In order to protect your card's value, including any passes on the card purchased with Transit Pass Benefits, you should report your smartcard lost/stolen by logging into your SmarTrip® Online account, clicking on the smartcard number, and clicking on "Report Cards as Lost, Stolen, Damaged or Malfunctioning" to complete the process. While in your SmarTrip® Online account, you can request the stored value of your lost/stolen card to be transferred to your replacement smartcard. For passes purchased using Transit Pass Benefits, the full value of any unused passes, or the pro-rated value of partially-used passes, will be returned to your Transit Pass Benefits. You must then contact your Benefits Administrator to transfer any SmartBenefits to your replacement smartcard.