METRO Q Mobile Ticketing Frequently Asked Questions (FAQs)

Terms & Conditions

METRO Q Mobile Ticketing Application Terms of Use / End User License Agreement

Effective as of the Date of Acceptance of this Agreement.

IMPORTANT! – THIS IS A LEGAL AGREEMENT BETWEEN YOU (“You” or the “Authorized User”) AND THE METROPOLITAN TRANSIT AUTHORITY OF HARRIS COUNTY, TEXAS (“METRO”). YOU SHOULD READ CAREFULLY THE FOLLOWING TERMS AND CONDITIONS CONTAINED IN THIS TERMS OF USE (“AGREEMENT”) AS THEY GOVERN YOUR ACCESS TO AND USE OF THE METRO Q MOBILE TICKETING APPLICATION. METRO IS WILLING TO LICENSE AND ALLOW THE USE OF THIS METRO Q MOBILE TICKETING APPLICATION ONLY ON THE CONDITION THAT YOU ACCEPT AND AGREE TO ALL OF THE TERMS AND CONDITIONS CONTAINED IN THIS TERMS OF USE. IF YOU DO NOT AGREE WITH THIS TERMS OF USE, YOU ARE NOT GRANTED PERMISSION TO ACCESS OR OTHERWISE USE THE METRO Q MOBILE TICKETING APP.

Terms & Conditions

  1. LICENSE GRANT. The METRO Q Mobile Ticketing application is provided by METRO, and this Agreement provides to you a personal, revocable, limited, non-exclusive, royalty-free, non-transferable license to use the METRO Q Mobile Ticketing application conditioned on your continued compliance with the terms and conditions of this Agreement. This Agreement permits you to use and access for personal or business purposes only the METRO Q Mobile Ticketing application on a (i) mobile device and (ii) on a computer desktop or laptop from the internet or through an online network. You may also load information from the METRO Q Mobile Ticketing application into your device’s temporary memory (RAM) and print and download materials and information from the METRO Q Mobile Ticketing application solely for your personal or business use, provided that all hard copies contain all copyright and other applicable notices contained in such materials and information. If you are using the METRO Q Mobile Ticketing application on behalf of a company or other form of entity, please note that such a company or entity may have a separate agreement with METRO regarding access and usage privileges for the METRO Q Mobile Ticketing application. Nevertheless, your personal use of the METRO Q Mobile Ticketing application will be subject to the obligations and restrictions regarding use of the METRO Q Mobile Ticketing application as set forth in this Agreement.

  2. RESTRICTIONS. The foregoing license is limited. You may not use, copy, store, reproduce, transmit, distribute, display, rent, lease, sell, modify, alter, license, sublicense, or commercially exploit any data provided by METRO through the METRO Q Mobile Ticketing application in any manner not expressly permitted by this Agreement. In addition, you may not modify, translate, decompile, create derivative work(s) of, copy, distribute, disassemble, broadcast, transmit, publish, remove or alter any proprietary notices or labels, license, sublicense, transfer, sell, mirror, frame, exploit, rent, lease, private label, grant a security interest in, or otherwise use in any manner not expressly permitted herein the METRO Q Mobile Ticketing application.

  3. USER OBLIGATIONS. By accessing or using the METRO Q Mobile Ticketing application in order to view our information and materials or submit information of any kind, you represent that you are at least 14 years of age and will, at all times, provide true, accurate, current, and complete information when submitting information or materials on the METRO Q Mobile Ticketing application, including, without limitation, when you provide information via a registration or submission form. In addition, you agree to abide by all applicable local, state, national, and international laws and regulations with respect to your use of the METRO Q Mobile Ticketing application. This Agreement is also expressly made subject to any applicable export laws, orders, restrictions, or regulations.

  4. NOTICE OF CONTINUED USE. METRO reserves the right, at its sole discretion, to change, modify, add or remove portions of these Terms of Use, at any time. It is your responsibility to check these Terms of Use periodically for changes. Your continued use of the Mobile Q Ticketing Application following the posting of changes will mean that you accept and agree to the changes. As long as you comply with these Terms of Use, METRO grants you a personal, non-exclusive, non-transferable, limited privilege to enter and use the Mobile Q Ticketing Application.

  5. PROPRIETARY RIGHTS.This Agreement provides only a limited license to access and use the METRO Q Mobile Ticketing application. Accordingly, you expressly acknowledge and agree that METRO transfers no ownership or intellectual property interest or title in and to the METRO Q Mobile Ticketing application to you or anyone else. All text, graphics, user interfaces, visual interfaces, photographs, sounds, artwork, computer code (including html code), programs, software, products, information, and documentation as well as the design, structure, selection, coordination, expression, “look and feel”, and arrangement of any content contained on or available through the METRO Q Mobile Ticketing application, unless otherwise indicated, are owned, controlled, and licensed by METRO and its successors and assigns and are protected by law including, but not limited to, United States copyright, trade secret, patent, and trademark law, as well as other state, national, and international laws and regulations. Except as expressly provided herein, METRO does not grant any express or implied right to you or any other person under intellectual or proprietary rights. Accordingly, your unauthorized use of the METRO Q Mobile Ticketing application may violate intellectual property or other proprietary rights laws as well as other laws, regulations, and statutes. The METRO logo, and all other names, logos, and icons identifying METRO and its programs, products, and services are proprietary trademarks of METRO, and any use of such marks, including, without limitation, as domain names, without the express written permission of METRO is strictly prohibited. Other service and entity names mentioned herein may be the trademarks and/or service marks of their respective owners.

  6. WARRANTY DISCLAIMER. WHILE METRO ENDEAVORS TO PROVIDE RELIABLE INFORMATION, SERVICES, PROGRAMS, SOFTWARE, AND MATERIALS, THE METRO Q MOBILE TICKETING APPLICATION IS PROVIDED ON AN “AS-IS” BASIS AND MAY INCLUDE ERRORS, OMISSIONS, OR OTHER INACCURACIES. YOU ASSUME THE SOLE RISK OF MAKING USE OF THE METRO Q MOBILE TICKETING APPLICATION. METRO MAKES NO REPRESENTATIONS OR WARRANTIES ABOUT THE RESULTS THAT CAN BE ACHIEVED FROM OR THE SUITABILITY, COMPLETENESS, TIMELINESS, RELIABILITY, LEGALITY, OR ACCURACY OF THE METRO Q MOBILE TICKETING APPLICATION FOR ANY PURPOSE, AND EXPRESSLY DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING, WITHOUT LIMITATION, ANY WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT OR ANY OTHER IMPLIED WARRANTY AS ENACTED BY THE STATE OF TEXAS. METRO ALSO MAKES NO REPRESENTATION OR WARRANTY THAT THE METRO Q MOBILE TICKETING APPLICATION WILL OPERATE ERROR FREE OR IN AN UNINTERRUPTED FASHION OR THAT ANY DOWNLOADABLE FILES OR INFORMATION WILL BE FREE OF VIRUSES OR CONTAMINATION OR DESTRUCTIVE FEATURES.

  7. LIMITATION OF LIABILITY. You expressly absolve and release METRO from any claim of harm resulting from a cause beyond METRO’s control, including, but not limited to, failure of electronic or mechanical equipment or communication lines, telephone or other connection problems, computer or mobile viruses, unauthorized access, theft, operator errors, severe weather, earthquakes, or natural disasters, strikes, or other labor problems, wars, or governmental restrictions. MOREVER, IN NO EVENT SHALL METRO BE LIABLE FOR ANY INDIRECT, PUNITIVE, INCIDENTAL, SPECIAL, OR CONSEQUENTIAL DAMAGES ARISING OUT OF OR IN ANY WAY CONNECTED WITH THE USE OF THE METRO Q MOBILE TICKETING APPLICATION, WITH THE DELAY OR INABILITY TO USE THE METRO Q MOBILE TICKETING APPLICATION, OR FOR ANY INFORMATION SERVICES, PROGRAMS, PRODUCTS, AND MATERIALS AVAILABLE THROUGH THE METRO Q MOBILE TICKETING APPLICATION, WHETHER BASED IN CONTRACT, TORT, STRICT LIABILITY, OR OTHERWISE, EVEN IF METRO HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. NOTWITHSTANDING THE FOREGOING, TOTAL LIABILITY OF METRO FOR ANY REASON WHATSOEVER RELATED TO USE OF THE METRO Q MOBILE TICKETING APPLICATION SHALL NOT EXCEED THE TOTAL AMOUNT PAID BY YOU TO METRO IN CONNECTION WITH THE SUBJECT MATTER OF THE PARTICULAR DISPUTE.

  8. INDEMNIFICATION. YOU AGREE TO DEFEND, INDEMNIFY, AND HOLD HARMLESS METRO AND ITS AFFILIATES AND ALL OF THEIR RESPECTIVE EMPLOYEES, AGENTS, DIRECTORS, OFFICERS, SUCCESSORS, AND ASSIGNS FROM AND AGAINST ANY AND ALL CLAIMS, PROCEEDINGS, DAMAGES, INJURIES, LIABILITIES, LOSSES, COSTS, AND EXPENSES (INCLUDING REASONABLE ATTORNEYS’ FEES AND LITIGATION EXPENSES) RELATING TO OR ARISING FROM ANY BREACH BY YOU OF THIS AGREEMENT.

  9. TERM.This Agreement and your right to use the METRO Q Mobile Ticketing application will take effect the moment you use the METRO Q Mobile Ticketing application and is effective until terminated as set forth below in the ‘Termination’ section.

  10. TERMINATION. You may terminate this Agreement at any time by ceasing to use the METRO Q Mobile Ticketing application, but all applicable provisions of this Agreement will survive termination, as identified below. Upon termination, you must destroy all copies of any aspect of the METRO Q Mobile Ticketing application in your possession. In addition to the miscellaneous section below, the provisions concerning METRO’s proprietary rights, indemnification, disclaimers of warranty, limitation of liability, and governing law will survive the termination of this Agreement for any reason. In addition, METRO reserves the right at any time and on any grounds, which shall include, without limitation, any reasonable belief of fraudulent or unlawful activity or actions or omissions that violate any term or condition of this Agreement, to deny your access to the METRO Q Mobile Ticketing application or to any portion thereof in order to protect METRO and/or other Authorized Users, and this Agreement will also terminate automatically if you fail to comply with this Agreement, subject to the survival rights of certain provisions identified above. Termination will be effective without notice.

  11. PRIVACY POLICY. You understand, acknowledge, and agree that the operation of certain programs, services, tools, materials, or information of the METRO Q Mobile Ticketing application requires the submission, use, and dissemination of various personal identifying information. Accordingly, if you wish to continue to use those programs, services, tools, materials, or information of the METRO Q Mobile Ticketing application, you acknowledge and agree that your use of the METRO Q Mobile Ticketing application will constitute acceptance of METRO’s personal identifying information collection and use practices. Please see METRO’s Privacy Policy for a summary of METRO’s personal identifying information collection and use practices.

  12. THIRD-PARTY PRODUCTS/SERVICES. METRO in its sole discretion, may post the advertisements of third parties on the METRO Q Mobile Ticketing application and/or feature materials, programs, products, and services provided by third parties. METRO makes no representations with respect to, nor does it guarantee or endorse, the quality, non-infringement, accuracy, completeness, timeliness, reliability, or correct sequencing of such third party materials, programs, products, and services or any other materials, programs, products, and services. Your correspondence or any other dealings with third parties found on the METRO Q Mobile Ticketing application are solely between you and such third party. Accordingly, METRO expressly disclaims responsibility and liability for all third party provided materials, programs, products, and services contained on or accessed through the METRO Q Mobile Ticketing application, and you agree that METRO shall not be responsible for any loss or damage of any sort incurred as a result of and such dealings or as the result of the presence of such third parties on the METRO Q Mobile Ticketing application.

  13. RIGHT TO ENFORCE SECURITY. Actual or attempted unauthorized use of the METRO Q Mobile Ticketing application may result in criminal and/or civil prosecution, including, without limitation, punishment under the Computer Fraud and Abuse Act of 1986 under U.S. federal law. METRO reserves the right to view, monitor, and record activity on the METRO Q Mobile Ticketing application without notice or permission from you, including, without limitation, by archiving notices or communications sent by you through the METRO Q Mobile Ticketing application. Any information obtained by monitoring, reviewing, or recording is subject to review by law enforcement organizations in connection with investigation or prosecution of possible criminal or unlawful activity on the METRO Q Mobile Ticketing application as well as to disclosures required by or under applicable law or related government agency actions. METRO will also comply with all court orders involving requests for such information. In addition to the foregoing, METRO reserves the right, at any time and without notice, to modify, suspend, terminate, or interrupt operation of or access to the METRO Q Mobile Ticketing application, or any portion of the METRO Q Mobile Ticketing application, in order to protect the METRO Q Mobile Ticketing application, METRO, or METRO’s services.

  14. GOVERNING LAW. This Agreement has been made in and will be construed and enforced solely in accordance with the laws of the United States of America and the State of Texas as applied to agreements entered into and completely performed in the State of Texas. You and METRO each agree to submit to the jurisdiction of the courts in the State of Texas and the venue of Harris County, Texas for any disputes between us under or arising out of this Agreement. You acknowledge and agree that any applicable state law implementation of the Uniform Computer Information Transactions Act (including any available remedies or laws) shall not apply to this Agreement and is hereby disclaimed.

  15. SEVERABILITY. If any of these terms or conditions should be determined to be invalid, illegal, or unenforceable for any reason by any court of competent jurisdiction then such term shall be enforced only to the extent it is enforceable and the remaining terms shall survive and remain in full force and effect and continue to be binding and enforceable.

  16. WAIVER. No waiver of any term, provision or condition of this Agreement, whether by conduct or otherwise, in any one or more instances, shall be deemed to be, or shall constitute, a waiver of any other term, provision or condition hereof, whether or not similar, nor shall such waiver constitute a continuing waiver of any such term, provision or condition hereof. No waiver shall be binding unless executed in writing by the party making the waiver.

  17. ASSIGNMENT.This Agreement may not be assigned by you without the prior written approval of METRO but may be assigned without your consent by METRO. Any attempt at improper assignment shall be void.

  18. MISCELLANEOUS. You acknowledge that any breach, threatened or actual, of this Agreement will cause irreparable injury to METRO, such injury would not be quantifiable in monetary damages, and METRO would not have adequate remedy at law. You therefore agree that METRO shall be entitled, in addition to other remedies, to seek and be awarded an injunction or other appropriate equitable relief from a court of competent jurisdiction restraining any breach, threatened or actual, of your obligations under any provision of this Agreement.

Creating an Account

Which smartphones and operating systems are supported?

  • Apple iPhones running iOS 11 and above
  • Android phones running an OS of 5.0 and above. Up to 2 versions behind will be supported

Is it necessary to create an account to purchase a ticket?

Yes

How do I set up my account?

Accounts can be created two ways:

  • Launch the METRO Q Ticketing mobile app – a prompt to create an account will appear
  • Visit mobiletickets.RideMETRO.org (best viewed on desktop), click Sign in in the upper right corner and set up your account online

Am I required to use my real name when creating my account?

You have the option of entering your real name or a nickname when creating your account. However, the email address used must exist so that confirmations can be sent and received.

Can I use the same phone and/or phone number for multiple METRO Q Mobile Ticketing accounts?

Yes. METRO Q Mobile Ticketing accounts are associated with an email address. To use multiple accounts on the same phone, you must log out of the current account (email address) and log into another account using a different email address.

How do I add a debit / credit card to my account?

The addition of a debit / credit card can be completed during the purchase process. Once you open your Cart and select Checkout, you may tap the “Add” or “Change” link across from the word “Payment” to go to the Payment Methods screen. From there you may tap the “+” at the top of the page and input your debit / credit card information.

How do I reset my password?

After launching the app, click the Settings menu item, then select Change Password.

How do I update personal profile settings or deactivate my account?

Visit mobiletickets.RideMETRO.org/settings (best viewed on desktop) enter your email and password. Here you can edit all the personal information associated with your account, including:

  • First and last name
  • Email address
  • Phone
  • Username
  • Password
  • Devices
  • Mailing Address
  • Payment methods

There's also a link if you wish to deactivate your account. If you need assistance, call METRO Customer Care at 713-635-4000.

Buying Tickets

What types of tickets are available for purchase?

Currently, you may purchase:

  • Single ride tickets for local bus and rail
  • METRO day pass for local bus and rail
  • Park & Ride tickets

Can I purchase fares for my Park & Ride route?

Yes, for full fare tickets only. Discounted fares are not currently available in the app.

Can I purchase multiple fares at the same time?

Yes. You can purchase and activate multiple tickets for multiple passengers.

Where can I purchase mobile tickets?

  • Via the METRO Q Mobile Ticketing app (click the Store icon in the menu to get started)
  • Via the METRO Q Mobile Ticketing online portal at mobiletickets.RideMETRO.org (best viewed on desktop)

Do I need an internet connection to purchase a ticket?

Yes.

Do I need a debit / credit card to purchase tickets?

Yes. You must use a valid credit card to purchase tickets using the METRO Q Mobile Ticketing app or the mobiletickets.RideMETRO.org website (best viewed on desktop). You may also use PayPal, prepaid debit cards or transit benefits cards.

When should I purchase my mobile tickets?

Tickets must be purchased before boarding a METRO vehicle. You will need a cellular or Wi–Fi connection to complete the transaction. Individual bus or rail tickets can be saved for up to 2 years from the original purchase date.

If I purchase tickets via mobiletickets.RideMETRO.org, can I use them on my phone?

Yes. Tickets purchased via the  METRO Q Mobile Ticket online portal will be downloaded to your phone automatically.

Upon completing a website purchase, if you don't immediately see the tickets in the Use screen of your app, refresh the screen and your tickets should appear. If they don't appear under Use, you can check your Order History at: mobiletickets.RideMETRO.org to confirm your ticket purchase was processed (best viewed on desktop).

I didn't receive a confirmation email with my ticket purchase. Did my order go through?

Check your junk/spam email folder for the confirmation email. You should be able to see your purchase under the Use menu item, select the Available tab in the METRO Q Mobile Ticketing app (make sure to refresh the app). If the tickets don't appear there, you can check your Order History at mobiletickets.RideMETRO.org to confirm the ticket purchase was processed (best viewed on desktop).

How many tickets can I purchase at one time?

Up to 20 tickets at one time.

Is there a limit to the number of transactions I can make in one day?

The METRO Q Mobile Ticketing app allows you to purchase up to $50 in tickets per day. For security and fraud prevention purposes, you may store a maximum of $500 in tickets in the wallet.

Is there an incentive program that allows me to earn free tickets?

Yes. We call it the 5 for 50 program. After you've purchased and activated 50 single ride tickets, you’ll be awarded 5 free tickets in your account, which can be used for single rides on any of METRO's vehicles.

How quickly are payments processed?

Once the payment is authorized, your purchase is authorized immediately and your ticket is then available for immediate activation.

What if my credit / debit card is declined?

Confirm you have the correct debit / credit card details registered, such as zip code and security code on the back. If these items are correct and the card is still declined, you'll need to contact your bank for assistance.

What if I purchased the wrong ticket? Can I get a refund?

Contact the METRO Customer Service office at 713-635-4000 to discuss options to resolve your issue.

Account Storage

How many tickets can be stored on the METRO Q Mobile Ticketing app?

Your app account can store up to 30 individual mobile tickets.

Can I store more than one payment method?

Yes. You can add additional payment methods in either of the following ways:

  • While making a purchase, you may modify your payment method by selecting Change or select Add if you haven't already added a payment method
  • Tap the 'Settings' icon in the menu, then select the 'Payment Methods' link.

Where is my personal and debit / credit card information stored?

All personal and debit / credit card information is stored on a securely encrypted server hosted by the financial clearing house. METRO has no access to that information.

Using Tickets

How do I use a ticket?

  • Tap the Use icon from the menu
  • Select any of the tickets listed under Available Tickets. A window will pop up. Tap the Activate button
  • An expiration pop–up message will appear. Select Yes to continue the activation process.

Do I need an internet connection to use a ticket?

No. Once the ticket has been purchased, no internet connection is necessary because the ticket is stored on your phone. You may simply tap the Use ticket icon in the menu and activate the desired ticket.

When should I activate my ticket?

You can activate (use) your purchased METRO mobile ticket before entering any METRO paid fare zone. When requested, please show your active ticket to any fare inspector, bus operator or METRO Police Officer.

When prompted by a fare inspector, bus operator or METRO Police Officer, you can select the active ticket from the list of Tickets in Use and display the screen for visual validation.

If a fare inspector, bus operator or METRO Police Officer requests that you activate the barcode on your ticket, tap on the screen and the background color will change, indicating the ticket is active. To return to the activation screen, touch the Back button at the top of the screen. If requested by METRO personnel, you may redisplay the active ticket from the Use menu selection and choose the Active tab.

The ticket is taking a long time to display, what should I do?

Some phones using older operating systems may not work as fast as newer phones. If you have an older phone, please be sure to give yourself plenty of time to activate the ticket before you enter the METRO paid fare zone. You should also check to make sure you don't have too many applications open on your phone at one time. This can also impact performance of the app.

Do I need to enter the bus or train through the front door to use the METRO Q Mobile Ticketing app?

You may board the train through any door; however, bus riders must enter through the front door only.

Can I use multiple tickets on my device (at the same time) for family and friends?

Yes. Buying and using tickets for multiple riders on a single device is a great benefit of METRO Q Mobile Ticketing.

When using multiple tickets, the ticket you display to the fare inspector, bus operator or METRO Police Officer will show which types of tickets and the number of tickets used for the group.

Will a fare inspector or other METRO personnel need to handle my device?

No. METRO personnel are instructed not to touch a customer's device. If a fare inspector, bus operator or METRO Police Officer requests that you activate the ticket, do the following:

  • Open the METRO Q Mobile Ticketing app on your phone, and select the Use ticket icon from the menu
  • Select any of the tickets listed under Available A window will pop up. Tap the Activate button
  • An expiration pop–up message will appear. Select Yes to continue the activation process.

If you've already activated your ticket before being prompted by a fare inspector, bus operator or METRO Police Officer, you can select the active ticket from the Active list and display the screen for visual validation.

Can I see how much time is left on the active ticket before it expires?

Yes. The expiration date and time are displayed at the bottom of the ticket. When your ticket expires, it will disappear from your Active ticket display. You must activate another ticket before boarding another vehicle.

What if the ticket expires before I can use it?

Should this occur, you would be required to purchase another ticket for your travel.

What if my device battery dies?

You are responsible for showing proof of valid fare upon request by a fare inspector or other METRO personnel. Only a visible, active ticket will be considered a valid form of fare payment.

I purchased tickets but haven't used them yet. How long will they last?

All unused METRO bus and rail tickets may be saved for up to 2 years after the original purchase date.

Other

What should I do if I get a new phone, reset my phone or conduct a major upgrade?

METRO mobile tickets are stored on your phone, making it possible to use them without an internet connection. Before resetting your phone, uninstalling the METRO Q Mobile Ticketing app, or logging into the app on a new device, you will need to transfer any remaining tickets from your old phone to your online account. To do this, select the Settings icon from the menu. Then select Ticket Storage to save tickets to the cloud. Once complete, you may use the new phone to download the tickets.

NOTE: Active tickets cannot be transferred.

What should I do if my phone is lost or stolen?

Call METRO Customer Service at 713-635-4000 for assistance with a lost phone and/or transferring tickets to a new phone.

What if the app becomes unresponsive or just stops working?

Try logging out of the app and logging back in. Then try powering off your phone and turning it back on. If the app is still unresponsive, contact METRO Customer Service at 713-635-4000 for further assistance.

Download the App

Click on the badge (image) below to download the App on Google Play for Android and the App Store for Apple iOS.

Google Play Store Apple App Store