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Why You Can't Buy a New Pass or Ticket

There are several potential reasons why you can't book your pass/ticket/journeys.

🚌 Why Can't I See or Get My Commuter Pass? Troubleshooting Tips

Are you having trouble finding or purchasing your Travel Pass or Trip? This can be frustrating, especially when planning your travel. Here are the top four potential reasons why you may not be able to see or successfully purchase a pass or ticket right now, along with simple steps you can take to resolve the issue.

1. 🔄 Incorrect Stop Order Selected

Sometimes, the system requires you to enter your route in a specific direction for the pass to appear.

  • The Problem: The pass you are looking for might not show up if you have selected your Workplace or School as the pick-up stop. 

  • The Solution: Temporarily switch your selection so that the Workplace or School is the drop-off stop. Even if you always intend to travel in the other direction (from work/school to home), making this switch will give you all pass options available.

2. 📅 Pass Type Not Yet on Sale (or Discontinued)

  • The Problem: The exact type of pass you are searching for may not have been put on sale yet, or they may have decided to discontinue that particular pass type.

  • The Solution: If it's a break, wait a few days as the passes are usually on sale before the trips begin again.

3. 🛑 The Pass is Showing as "No Seats Available"

Some organisations cap the number of passes sold for specific routes.

  • The Problem: You can see the pass type, but when you select it, you get a "no seats available" notification. This means that there is a limit on pass sales for that particular route, and the cap has been reached.

  • The Solution: Unfortunately, if the pass is sold out, more information regarding next steps, this could include joining a waiting list ( if applicable). If there is no information, please contact Customer Care here, and we will be happy to look into this further for you. 

4. 🛠️ Issue During Purchase

Some issues that may prevent you from completing the transaction.

  • The Problem: You experience an app crash or receive a generic error message when trying to finish the pass purchase, especially as you proceed to the payment screen. 

  • The Solution:

    • Time-Out Error (Moving Off Page/Going Back):

      • Our system reserves the pass you booked for 15 minutes.

      • If you receive an error after moving off the page or going back a step, please wait 15 minutes before attempting the booking again.

    • General Errors (App Crash/Generic Error):

      • Follow standard troubleshooting steps such as clearing your app cache, closing any open sessions you have running in the background.

      • Ensure the app is updated to the latest version.

      • Try completing the purchase on a different device or diffent browser, for example app/website (zeelo.co).

    • Payment-Specific Errors:

      • If the issue occurs only at the payment stage, it may be related to your payment method (e.g., expired card) or a connectivity issue with the payment gateway.

Need further assistance? If you've tried these steps and are still unable to purchase your pass, please contact our Customer Care team using this page.