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Common Questions

The Clipper Customer Service Center at AC Transit is temporarily closed. The Clipper Customer Service Centers at Embarcadero BART/Muni Metro station and the Bay Crossings store are open with limited hours. Please note that The Hub is permanently closed. The Clipper call center is open Monday through Friday, 8 a.m. to 5 p.m. You may experience longer than normal wait times. You can add value to your card or make other changes to your Clipper account by using our automated phone service or the Clipper website.

If you have more questions about Clipper services, Autoload, passes and transit benefits during COVID-19, please see our Frequently Asked Questions.

If you purchase value for your Clipper card online or over the phone, it won’t be available immediately. When it is, you will have to pick it up by tagging your card to a card reader, which will load the value onto your card. Here’s how long you’ll need to wait to pick it up:

  • If you place your order by midnight, you can usually pick it up in the next 1 to 2 days.
  • If you are picking up your value on a bus or a Muni light-rail vehicle, allow up to 5 days.
  • If you are setting up automatic reloading (Autoload) with a bank account, allow an additional 10 days for value to be available.

If you need to use your value right away, reload your card in person at a retailer, staffed location or self-serve machine, and you’ll be able to use it immediately.

When you first set up automatic reloading, the process is not complete until we confirm your payment source is valid and you tag your card to a card reader or fare gate to activate automatic loading. Once you do that, it will show up in your account. If it’s been more than 6 months, you’ll need to call us at 877.878.8883 or TDD/TTY 711 or 800.735.2929 for help.

This means we couldn’t process your payment for automatic reloading. If your credit/debit card or bank account is declined:

  1. We will automatically send a declined payment notice to the email address in your Clipper account.
  2. We must collect payment before midnight on the day we send you the declined payment notice if you want to keep using your card without interruption. If we can’t collect payment before midnight, we may block your pass/ticket or, in the case of cash value, your entire Clipper card.
  3. To provide payment, log in to your Clipper account and edit your Primary Payment method. Even if you plan to use a credit card that is already associated with your account, you need to re-enter your card’s security code. We will send an email to confirm that you have updated information in your account. This is separate from confirmation of payment.
  4. After we collect payment, we will send you an email confirming this. Credit card charges are processed immediately. If you choose to provide bank account information, it may take up to 10 business days for Clipper to collect payment.
  5. Once you receive the email confirming successful payment, allow at least 1 day for your card to be unblocked. You will need to tag your card to a card reader or ticket machine to activate it. This process may take up to 5 days if you are tagging only on a bus or light-rail vehicle. You can shorten the process by tagging a fare gate; card reader at a train station or ferry terminal; ticket machine at Golden Gate Ferry, Muni, SMART or VTA; or Clipper Add Value machine. You can also ask a transit agency ticket office or Clipper Customer Service Center to tag your card. 

You will not be able to make other changes to your Autoload settings until we are able to successfully charge your payment source and remove the block.

If you did not receive email notifications, we may not have the correct email address for you, or our email may have been blocked by a spam filter. Log in to your account with the email address we have on file and provide an updated email address. You will need to use this new email address the next time you log in to your Clipper account. Update your spam filter by adding custserv@clippercard.com to your list of approved email addresses.

You can avoid blocked cards by adding a Backup Payment method (credit/debit card) for Autoload purchases. So if your primary funding source is declined, your order will be charged to your backup card. Log in to your account to add a Backup Payment method.

Your value normally will be available by the first day of the benefit month, but you have to tag your card to a card reader to pick up the value and update your card balance. If you do not receive your transit benefit value by the first day of the benefit month, please contact Clipper Customer Service at 877.878.8883 (TDD/TTY 711 or 800.735.2929).

If your card is registered, contact us so we can block your card from further use. To report it lost or stolen:

  • Log in to your Clipper account, select Report Lost or Stolen from the More Options menu, or
  • Call 877.878.8883 (TDD/TTY 711 or 800.735.2929)

For a $5 fee, we can replace your adult, Youth or Senior Clipper card and restore your balance. At your request, we can mail you a new card with your balance restored, typically within 2 business days. For faster replacement, you also can pick up your replacement card at a Clipper Customer Service Center.

If you are participating in a special pass program through your employer, school or residence, please contact your program administrator for information about getting a replacement card.

To find out more information about replacing an RTC card, please visit 511.org. opens in new window

If you used your old card with a transit benefit program, BART EZ Rider Parking or Bay Wheels, you will need to give that provider your new card serial number.

Find answers by topic

Report a lost, stolen, damaged or defective card and discuss replacement options. Or get help resolving other issues with your account.
Clipper Customer Service
877.878.8883
TDD/TTY: 711 or 800.735.2929

Monday–Friday 6 a.m.–8 p.m.
Saturday and Sunday 8 a.m.–5 p.m.
You can use our automated phone service 24/7 to check balances and pass expiration dates. Registered cardholders can report lost, stolen or damaged cards and request replacements.
  • Get an adult, Youth or Senior Clipper card
  • Replace lost, stolen, damaged or defective cards
  • Pick up and submit forms
  • Check balances and add value

Note: These locations cannot replace RTC cards or cards associated with an employer, school or other institutional program. Contact your program’s administrator for instructions on replacing a card.

Clipper Customer Service Center

Embarcadero BART/Muni Station Concourse

Monday-Friday, 8 a.m.-12 p.m.
and 1 p.m.-5 p.m.
Saturday, 9 a.m.-11:30 a.m. and 12 p.m.-2 p.m.

Directions

Bay Crossings

Ferry Building San Francisco

Monday-Friday, 9 a.m.-12 p.m. and 1 p.m.-5 p.m.
Saturday, 8 a.m.-12:30 p.m. and 1 p.m.-3 p.m.

Directions

Clipper Customer Service at AC Transit

1600 Franklin Street Oakland

Temporarily closed

Directions

VTA Downtown Customer Service Center

55-A West Santa Clara St. San Jose

Monday-Friday, 9 a.m.-6 p.m.

Directions

Clipper News

For a list of all locations and services, including where to apply for a Youth or Senior Clipper card, visit Sales and Service Locations.

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