It is important to remember to tap your contactless payment card on the validator again when getting off the bus. Otherwise, the system will charge the maximum fare applicable to the route you are travelling on.

For journeys on the Calolzio urban service, the flat urban fare (€1.70) will be charged instead of the fare corresponding to the journey actually travelled.

If you do not tap your card before getting off the bus, the system cannot determine which fare zones you have travelled through and is therefore unable to calculate the correct fare.

If the message “Card in deny list” or “Card blacklisted” appears when you tap your card on the green validator, it means that your card has been rejected because payment for one or more previous journeys could not be processed.

Please make sure you have sufficient funds available on your card and that all previous journeys have been successfully charged.

If your card is rejected, you are not travelling with a valid ticket and must use another payment method to purchase a valid ticket before continuing your journey.

The time required to process your payment may vary depending on your card issuer and payment network, but charges are usually processed by the end of the day.

The system may first request a payment pre-authorisation and then charge the actual cost of the journey you have travelled.

If you have made previous journeys that could not be successfully processed, their cost may be charged as part of a subsequent transaction.

A refund may be requested if a confirmed fault with the validators prevents you from completing your journey correctly.

To request a refund, please submit a report through the Complaints and Reports section within 5 days of your journey.

To investigate your request and provide you with a response regarding the reported transaction, please include the following information:

1. Date and time of the journey.
2. Boarding location and alighting location.
3. The first 6 digits of the payment card used.
4. The last 4 digits of the payment card used.
5. The card scheme (Visa, Mastercard, American Express, etc.).

If you used a digital wallet (such as a smartphone or smartwatch), you must provide the virtual card number (DPAN) associated with the payment. This number can be obtained from your bank or the wallet provider and is different from the physical card number.

Depending on the payment app used, the DPAN is displayed as:

• Google Pay: Virtual account number
• Apple Pay: Device Account Number
• Samsung Pay: Digital card number

If your refund request is approved, the amount will be credited directly to the payment card used for the original transaction.

Your card may not be accepted for one of the following reasons:

• It is not issued by a supported payment scheme (Visa, Mastercard, Maestro or American Express contactless card, or an NFC-enabled device using Google Pay, Apple Pay or Samsung Pay).
• The payment has been declined (for example, because of insufficient funds, a blocked account or other reasons).
• The card has expired.
• The card belongs to a supported payment scheme but is not compatible with the system.

If this happens, we recommend contacting your bank, which will be able to identify the cause of the problem.

If your card has insufficient funds, has been blocked, has expired or is damaged, the system will record an unsuccessful payment and the card will no longer be accepted for future contactless journeys.

To reactivate your card, you must register on the Traveller Portal and complete the card reactivation procedure. Once the outstanding balance has been successfully paid, you will be able to use your card again for travel.

In the meantime, you must purchase a valid ticket using another payment method.

Tickets can be purchased from authorised ticket retailers, through the Arriva MyPay app, or on board the bus using cash (please use the exact fare or small denominations where possible).

If one of the validators on board is out of service, please check whether another validator is available. All validators on board can be used both when boarding and when getting off the bus.

If all the green validators on the bus are out of service, you must purchase a ticket using another payment method.

Tickets can be purchased through the Arriva MyPay app by scanning the QR code displayed on board and activating your ticket before travelling.

During a ticket inspection, you must provide the last four digits of your physical payment card or of the virtual card associated with your smartphone or smartwatch.

If you paid using a digital wallet, the virtual card number is displayed differently depending on the payment app:

• Google Pay: Virtual account number
• Apple Pay: Device Account Number
• Samsung Pay: Digital card number

The information provided is used solely to verify your payment and the validity of your journey. It is not stored by the ticket inspection devices under any circumstances.

In most cases, this charge relates to a journey made on a previous day where you did not tap your card when getting off the bus.

If you have registered your card on the Traveller Portal, you can identify the additional charge by checking the transaction description next to the amount.

If you are unable to identify the charge, please contact us through the Complaints and Reports section so that we can investigate the transaction for you.

This is a payment pre-authorisation requested by your card issuer and is independent of the Arriva contactless payment system.

The card issuer will then process the correct fare through its own payment procedures, such as releasing, reversing or adjusting the pre-authorised amount, according to its internal processes.

No.
Our validators are bank-certified payment terminals (POS) that accept contactless cards from supported payment schemes.
The system complies with the same security standards required for any payment made with a bank card, ensuring that your payment details are processed securely at all times.

Arriva Italia does not store your payment card details or any information relating to the cardholder.

Your payment information is processed securely in accordance with the banking security standards applicable to contactless card payments.