Splash Pass Frequently Asked Questions (FAQs)

Last Modified on April 22, 2026

  1. Where can I use Mobile Ticketing?

Mobile tickets can be used on Santa Cruz METRO local routes and on the Highway 17 Express. In addition, Highway 17 Express Day Passes and 31-Day Passes are valid for travel on Santa Clara VTA local routes. Please verify full fare policies in advance of travel at scmetro.org/rider-info/fares-passes/.

  1. What types of tickets can I purchase via Mobile Ticketing?

All Santa Cruz METRO local and Highway 17 Express fares and passes are available on the METRO Splash Pass.  

  1. How and when should I activate my Mobile Ticket?

Whenever possible, you should wait to activate your ticket until just prior to boarding the bus. Please have the mobile ticket activated and ready to show to your driver when boarding a bus. Tickets are active for 120 minutes before expiring for local routes and the Highway 17 Express. Your purchased tickets can be found in the ”Ticket Wallet” or “My Passes” on the main screen of the app. Once a fare or pass is stored in the Ticket Wallet/ My Passes, it can be activated without an internet connection.

  1. Do I need to activate my tickets/passes each time I travel?

1-Ride tickets must be activated for each trip taken. However, Day Passes and 31-Day passes only require activation on the first use. After activating for the first use, they only need to be re-opened to display to the driver or scan on the validator, in the case of Highway 17 Express.

  1. Can I transfer to other routes with a mobile ticket?

Yes. A local ticket is good for two hours to allow transferring to another local route to complete your journey. If you have a Highway 17 Express Day Pass or 31-Day Pass, you may use it on Santa Cruz METRO local routes and Santa Clara VTA local routes.

  1. Do mobile tickets expire?

Yes. Activated 1-Ride local and Highway 17 Express tickets expire 120 minutes after activation. Day Passes, and 31-Day Passes expire at the end of the service day or 31st service day, respectively. Mobile tickets that have been purchased but not activated expire 180 days from purchase date.

  1. How does the driver/ know that I have a valid ticket?

On local fixed routes, Splash Pass tickets are validated by the bus operator using visual inspection by checking multiple ticket features including the time and the color bars on the ticket screen. Highway 17 Express buses have electronic validators; scan your ticket by holding your phone close to the validator with the QR code facing the validator.

  1. What do I do if an Agency official requests to inspect my mobile ticket?

Each ticket includes a unique barcode in addition to the tri-color ticket that may occasionally be scanned by Santa Cruz METRO officials as part of an inspection process. 

  1. Do I need to set up an account to be able to use mobile tickets?

You do not need to set up an account to purchase a 1-Ride Pass or Day Pass. To purchase a 31-Day Pass, an account is required. Setting up an account is recommended for everyone who uses the app more than just once or twice, because it allows you to transfer your tickets to a new phone if necessary.

  1. Will my mobile ticket still work if I lose cell phone service while trying to use my ticket?

Mobile tickets do not need cell phone or WiFi services to be activated or displayed when boarding a bus. You do need internet 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 still be able to display the ticket from the Ticket Wallet/My Passes.

  1. What happens if my smart-phone becomes inoperable (e.g. battery dead) prior to being able to show my mobile ticket?

You are held responsible for having a mobile phone in good working order and usable prior to boarding. If your mobile phone is inoperable it is expected that you will use some other payment method for the trip.

  1. If I am travelling with friends and family, can I activate more than one ticket on my phone?

Yes. For group travel, please purchase the necessary number of 1-Ride tickets or Day Passes using the “Multiple” option. You may activate multiple tickets one at a time in your mobile app. Scroll between multiple tickets by using the left and right arrows at the bottom of the ticket where it says, “1 of 2 active, 1 of 3 active, etc.”

  1. What happens if I lose my mobile device or buy a new device?

In order to transfer passes to a new device, it is necessary to have an account – for that reason, an account is recommended for all customers and required in order to purchase a 31-Day pass. If you have an account, if you lose or purchase a new device you can transfer any valid, unused tickets to a new device. To transfer your unused tickets and account to a new device, download the mobile ticketing app on your new device and log in. You will be prompted to confirm you wish to transfer your account to this new device. Please note, accounts can only be transferred between devices three times in six months.

  1. Are receipts available for mobile ticketing purchases?

Receipts are available through email for all mobile tickets. You can also email old receipt copies through your Ticket History section in the mobile app. Please be aware that your receipt will come from noreply@justride.com (Justride is the mobile ticketing service) rather than from Santa Cruz METRO.

  1. Can I get a refund for unused tickets or service disruptions?

Santa Cruz METRO has a no-refund policy. Santa Cruz METRO, generally, does not provide refunds for service-related delays or disruptions. Customers do have the ability to initiate a self-service refund if they purchase a mobile pass by mistake. This “self-refund” must be performed within 5 minutes of ticket purchase or the ticket becomes non-refundable. To self-refund, select the ticket from the “Ticket Wallet” (may be called “My Passes”), click on “… Actions” in the lower left corner, and click “Refund Ticket.” Once a ticket is activated from the Ticket Wallet/ My Passes, it is no longer eligible for a refund, even within five minutes of purchase.

  1. Are there any fees for using mobile ticketing?

No, the mobile ticketing app is free to download.  You may incur data usage fees via your mobile service provider for use of the application.  Santa Cruz METRO is not responsible for any mobile carrier data charges that a customer incurs as a result of using the mobile ticketing application. 

  1. Is the Mobile ticketing application available on all devices?

The mobile ticketing application is available on the majority of iOS (iPhone) or Android (Google Pixel, Samsung, Motorola etc.) devices installed with recent (2 years or less) operating systems. Older versions of software may not be supported.

  1. Will the application store my credit card details?

You have an option to store your credit card details for future transactions.

  1. What security protections are in place to protect my personal information?

The Mobile Ticketing platform is fully certified and compliant with Payment Card Industry standards (PCI-DSS). All payment communications are fully encrypted via SSL, and any sensitive data stored is highly encrypted and systems are constantly monitored for security vulnerabilities.