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Public transport: card blocks, fares and changing your salary sacrifice

If your employer offers public transport through Extraordinary, these answers cover the most common questions. For topping up, see AT HOP, Snapper, Metro and Bee Card.

My card says "blocked" when I tag on, but I have money

Your card is usually fine on our side. Transport terminals can block a card temporarily if they detect several taps. To fix it:

  1. Remove the card from your phone wallet.
  2. Add it again from the Extraordinary app.
  3. Tap once only, and try again a little later.

If it keeps happening, please contact the transport operator (for example Auckland Transport or Snapper).

I was overcharged or forgot to tag off

Fares are set and charged by the transport operator, so we can't cancel or refund them. Please contact the operator with your travel details. Any refund they make will show in your app once processed.

My AT HOP auto top-up shows as declined

This is usually an issue with the auto top-up, not your card. Stop the auto top-up in your AT account and set it up again with your Extraordinary card details.

Why don't my trips show straight away?

Operators send final fares in batches, usually overnight and often as one daily total. A temporary amount may show first.

Do HOP concessions apply?

Concessions don't apply when you tap your Extraordinary card directly. To keep your HOP concessions, use your Extraordinary card to top up your HOP card instead.

Changing, pausing or stopping your salary sacrifice

  • All changes are made through your employer's payroll team. There's nothing to change in Extraordinary, and the new amount flows through with your next pay.
  • You can pause your contributions and keep using your existing balance while paused.
  • If you opt out completely, you may not be able to rejoin until 12 months after your original start date. Check your employer's policy.

Why do I only get the amount I sacrificed?

The full amount payroll deducts is added to your card, with no fees. Your saving comes from paying before tax, so your take-home pay drops by less than the amount added. Normal fares apply.

What happens to my balance if I leave?

Please use your balance to top up your transport card before you leave. We can't pay public transport funds into a personal bank account. If you can't use them, your employer can ask us to return the balance to them so they can repay you through payroll.