FAQs
How can I add my travel cards to PICK Wallet?
To add travel cards to PICK Wallet, you first have to turn on your NFC on Settings. After it’s on, you need to scan your physical travel card by holding it steady to the back of your phone, near the camera, without moving it. This process takes a few seconds, so follow the instructions that appear on your screen and keep it still until it's finished. When the scan is complete and successful, please confirm that the details on the scanned card are correct. After that, the card will be added to your Wallet.
I have followed all the instructions but I still can't add or read my card, what can I do?
Firstly, please check that you have the latest version of Pick installed. If not, please update the app and try to add the card again.
If you have a cover on your phone, remove it for a better scan.
Confirm you have your phone's NFC enabled and follow the read instructions, not moving the card throughout the process.If you're still not able to scan it, follow these two directions:
- Turn your phone off and back on and try adding the card again;
- Disconnect from Wi-Fi networks and try to add the card only with mobile data connected.
I do not have any travel card, but I wish to obtain one. How can I do it?
To obtain a travel card, you must contact the Customer Support office of the Operator with whom you wish to acquire it and follow their procedure.
The details of the card I’ve scanned don’t match with the details of my physical card. What should I do?
If the details don’t match, make sure you are scanning the correct card and repeat the scanning process. If the issue isn’t resolved, please contact the Operator’s Customer Support office.
My smartphone is not detecting my card in order to scan it. What can I do?
First of all, you need to check if your NFC is turned on - if it is switched off, please turn it on. If this doesn’t resolve the issue, please retry scanning your card, moving it into several different positions on the back of your phone to see if it is detected. If none of this works, you need to verify if there is any issue with your physical card, so please contact the Operator’s Customer Support office.
What is NFC and how can I turn it on/off?
NFC (Near Field Communication) is a technology that allows communication between two devices by bringing them close to each other. New smartphone’s models already have this technology included and it is used, for example, to let you pay with it. To turn your NFC on and off, please go to Settings on your smartphone.
My phone doesn't have NFC. How can I recharge my travel card?
Unfortunately, it's only possible to add Lisboa Viva or Navegante card via NFC.
What we suggest is, if you have access to a friend or family's phone with NFC, that you install PICK on it, enter with your account and recharge the travel card on that device.
How can I add fares to my travel card?
To add fares to your travel card, you need to open your PICK Wallet and select the correct travel card. Then, you just need to select “new fare” on the intended travel card and select which fare you would like to add. You will then be taken to Checkout, where you can review the details of the purchase and pay for your fare. Make sure you have your physical travel card with you so you can save the fare you’ve just purchased to it, in order to start travelling.
How can I recharge fares on my travel card?
To recharge the fares on your travel card, you need to open your PICK Wallet and select the correct travel card. Then, choose the fare you would like to recharge by swiping right to check all the available ones. After that, press the “Recharge fare” button. You will be taken to Checkout, where you can review the details of the purchase and pay for your recharge. Make sure you have your physical travel card with you so you can save the recharge you’ve just purchased to it, in order to start travelling.
Do I still need my physical card to travel?
Yes, in order to travel you still are required to use your physical travel card; the only difference is that now you can recharge it anywhere you want, without having to go to a ticket counter or a vending machine.
Will I receive proof of my purchase?
Yes, after you make a purchase, a Recharge Receipt issued by TML (Transportes Metropolitanos de Lisboa) will be automatically send to your email. The invoice of your purchase, issued by Fertagus, will also be sent to your email.
If you do not receive these documents, please confirm if there are on your spam inbox. If not, please contact us at hello@ubirider.com.
How can I add a Tax ID to my Pick account?
To add a Tax ID, you must open the side menu on the app and select "Payment". After that, choose the option "Add Tax ID" and enter the date: Name and Tax ID - the name associated will also be stated on the invoice with that Tax ID. Please enter the Tax ID number without any spaces or extra characters, otherwise our invoicing system will reject it.
You can add multiple Tax IDs if you wish.
At the Checkout of a purchase, you can choose or confirm the Tax ID you want on that invoice, by selecting "Invoice data".
Can I change the data on an invoice that was already issued?
You can change the data on your invoice autonomously, through a link sent on the email in which you received the invoice (you can find that link on the footer of the email).
The link will open a Web Page where you can enter the new data. After you've entered it, you just have to choose "Change Invoice" and the new invoice will be sent to your email, as well as the Credit Note that cancels the previous invoice.
What is a pending recharge?
A pending recharge is a fare recharge that was already purchased but it still hasn’t been saved to your physical travel card. You have up to 1 hour after purchase to send any recharge to your card. If you do not do it within the 1 hour period, the purchase will be automatically canceled and refunded. Just keep in mind that the amount may take a few days to be available again on your account, due to the processing period of the request.
How can I save a pending recharge to my physical travel card?
Once you’ve purchased a recharge for a fare, you will need to save it to your physical travel card to be able to travel. To do that, you just have to press the “Save to card” button on the correct travel card and the correct fare. Then, you need to hold your physical travel card to the back of your smartphone so we can save the recharge to it, following the instructions on the screen until the process is finished. Once you’ve done that, your fare is recharged on your physical travel card and you can travel.
How many fares can I have in my card?
You can have up to 4 different fares on the same travel card. That is the maximum number of fares that are allowed per card.
I lost my physical travel card, what should I do?
If you lost your travel card, please contact the Customer Support office of the Operator that issued your travel card and follow their procedure.
My physical travel card is about to expire. What should I do?
If your physical travel card has expired, you can no longer recharge it again so you have to contact the Customer Support office of an Operator and follow their procedure for travel card renewals.
My physical travel card has expired. What should I do?
If your physical travel card has expired, you can no longer recharge it again so you have to contact the Customer Support office of an Operator and follow their procedure for travel card renewals. However, any remaining valid fares on this card may still be used, with the exception of Zapping fare if travelling with Fertagus. If you had any balance on your Zapping, you can’t use it anymore on your expired card; to be able to use it, you must either renew your card or go to a Ticket Office of the Operator (Fertagus) and transfer that balance to another travel card.
My physical travel card has expired but I still had valid fares on it. Can I use them?
Any remaining valid fares on this card may still be used, with the exception of the Zapping fare if travelling with Fertagus. If you had any balance on your Zapping, you can’t use it anymore on your expired card; to be able to use it, you must either renew your card or go to a Ticket Office of the Operator (Fertagus) and transfer that balance to another travel card.
The profile (ex. Student, sub 23, senior, etc.) associated with my travel card has expired. What should I do?
If your profile has expired, you’ll no longer be entitled to the discounted fares associated with it. To renew your profile, you must contact the Customer Support office of the Operator. Any fare you purchased before your profile expired will still be valid to travel, but any purchase you make after the expiry date will be without the discount prices.
I've purchased a recharge but I don't have my physical card with me. Can I save the recharge on the card later?
From the moment you purchase the recharge, you have two conditions to be able to save the recharge to your physical card later: you have 1 hour to do it and you can’t use your travel card for anything else (charge/recharge other fares, validate it, etc.) before you save the recharge.
To recharge your physical card, you have to open PICK Wallet, select the correct travel card and correct fare and then press the “Save to card” button. After that, you just need to hold your travel card to the back of your smartphone so we can save the recharge to it.
If you do not save the recharge on your physical travel card within the 1 hour period, your purchase will be cancelled and your money refunded. Just keep in mind that the amount may take a few days to be available again on your account, due to the processing period of the request.
I’ve purchased a recharge, but I changed my mind and don’t need it anymore. How can I be refunded?
You have 30 minutes after the purchase to cancel and refund any fare. In order to do it, the following conditions must be met: the fare you want to cancel has to be the last one you’ve purchased and your card can’t have been used to travel/validated after the purchase.
To verify if your fare can be cancelled and refunded, you must press the “Cancel and Refund” button. PICK will then scan your card to check if the fare meets the cancellation conditions and will inform you if it’s not possible to do it.
If the fare is still eligible for cancelling and refund, you simply have to hold your card again so we can cancel and refund the fare, which will be done shortly. Just keep in mind that the amount may take a few days to be available again on your account, due to the processing period of the request.
Which payment methods are available to purchase and recharge the Navegante fares?
At the moment, you can purchase or recharge Navegante fares using credit or debit cards.
The MB Way option is still not available for this kind of transaction, only for the purchase of Single Tickets with Fertagus.
You can try to create a Single Purchase MB Net card and add it as a credit card - check with your bank if all the permissions to use this method are active.
I'm having trouble adding my credit or debit card to Pick.
If you are having trouble adding your credit or debit card to Pick, please make sure if you gave the app permission to send you push notifications and if your card's 3DS is active.
If you followed the indications mention above and you still aren't able to add your card, you can try to create a Single Purchase MB Net card and add it as a credit card — check with your bank if all the permissions to use this method are active.
If you still can't add a card successfully, please send us an email to hello@ubirider.com and tell us what's the app behavior when you try to add the payment card, as well as any error message that appears.
Which Lisboa Viva or Navegante fares are available for purchase or recharge on PICK?
You can purchase or recharge Navegante Metropolitano or Navegante Municipal fares on the app.
When I choose the option "Recharge fare", nothing happens. What can I do?
If the option "Recharge Fare" doesn't work, please try to purchase the fare by selecting the "New fare" option, presented on the same screen.