Paris and its region

FAQ

• Topping up: which Navigo pass is needed for which transport tickets/passes?

  The Navigo Easy pass (€2): - Unassigned card - Can be used for storing your T+ tickets (booklet or individual), OrlyBus, RoissyBus, Anti-pollution, Navigo Jeunes Weekend and Navigo Jour passes ==> Recommended for one or more occasional visits to the Paris region. The Navigo Découverte (discovery) pass (€5): - Assigned card - Can be used for storing your Navigo Mois, Navigo Semaine, Navigo Jour and Navigo Jeunes Weekend passes The personalised Navigo pass (free): - Assigned card for residents of the Paris region - Can be used for storing your Navigo Mois, Navigo Semaine and Navigo Jour passes.

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• Available on Android and iOS*

  You can top up a Navigo pass using the SNCF Connect app on most NFC Android phones running Android 6.0 or later and all iPhones from the iPhone 7 or newer running iOS 13 or later, or iOS 14.5 for the iPhone XR, XS and XS Max. With most Android phones, place the pass on the back of the smartphone. With iPhones, place the pass on the back of the smartphone, at the top.

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• ** Store your tickets!

  The digitization of transport tickets provided by Île-de-France Mobilités is available on: - Android: all phones with NFC starting from Android 8.0, except Google Pixel. - Apple: on iPhones from iOS 17.5 and on Watch 6 or SE minimum, from watchOS 10.5. Available from version 101.4 of the SNCF Connect app.

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• Which modes of transport can I use?***

  Each travel pass that we sell offers access to all modes of transport: the metro, trains, RER trains, express trams (except T+ tickets), buses and trams. Certain direct airport links (Orlyval shuttles, Paris<>Airport direct buses, VEA Disney shuttles) and tourist buses (OpenTour, Cars Rouges) are not included. It is possible to buy OrlyBus and RoissyBus transport tickets on the SNCF Connect app. They are just not included as part of regular buses. Access to Charles de Gaulle Airport (Roissy) is possible via RER B trains, RoissyBus or Filéo. Access to Paris Orly Airport is possible via OrlyBus and Go C Paris (OrlyRail).

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• Can I travel if my smartphone is turned off or has run out of battery?

  It is better if your smartphone is charged and switched on in order to validate a pass, but the app does not need to be open and you do not need to be connected to the Internet. Many smartphone models also allow validation when the phone is switched off. You can test your own smartphone’s behaviour. If you have a Navigo Mois or Navigo Semaine pass, you must be able to display your photo in the app (My account) and present it to the ticket inspector when requested.

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• Several T+ tickets were used during one single journey, what should I do?

  Once validated, a T+ ticket allows the following connections over an unlimited distance: 1 - Connections between metro and RER train lines in Paris via authorised routes for a period of less than or equal to 1 hour 30 mins from the first validation 2 - Connections between bus routes and these bus routes and tramway lines for a period of 1 hour 30 mins between the first and last validation, subject to the following provisions: • Return or interrupted journeys on the same bus route or tramway are not authorised • On the Montmartre Funicular, the T+ ticket allows one single journey (up or down), without connections

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• How can I use my transport tickets if I change my SIM card or smartphone?

  If your smartphone is lost or stolen, it is important that you let your network operator know as soon as possible so that they can block your SIM card. You must do this before contacting our customer service team. What should I do if the service is installed on the SIM card and the smartphone? In certain specific cases, it is possible that the service is installed on both the SIM card and the smartphone. By default, the app will only display transport tickets available on the SIM card. To view any transport tickets that may be on your smartphone, simply remove the SIM card from your phone and restart the app. Similarly, by default, validation should happen on the SIM. However, it is possible that at the time of validation, Android asks the user to select the SIM or smartphone for validation. If that happens, you can set your preference in your smartphone’s settings: either SIM card or “integrated secured element” to select the transport tickets on your phone. I changed my SIM card and/or smartphone with the transport tickets on them. How can I use my transport tickets? At the moment, it is not possible to transfer transport tickets from a smartphone or SIM card. However, please note that the tickets on your old SIM card or smartphone can still be validated, even if you do not have access to a telecom network. If your transport tickets were saved on your SIM card, you have kept your SIM card, and your new smartphone is compatible with the service, simply download the app on your new phone and install the purchasing service. You will then find your transport tickets on your app. If your transport tickets were saved on your smartphone, you can continue to use them on your old phone as it is not possible to transfer transport tickets from one smartphone to another at the moment. If your new phone is not compatible with the service, we recommend that you use your old smartphone until the available transport tickets have run out. The app will guide you (Contact us/I changed my SIM card/smartphone) on how to install the service on your new SIM card.

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• What should I do if I have a problem: installing the service, buying a transport ticket or with tickets not showing up after purchase?

  I can’t install the service, what should I do? First of all, check the necessary requirements for installing the transport ticket purchasing service, then try installing the service in the app again. If the installation fails, make sure you have: • A strong network connection (3G/4G) and access to the Internet (3G/4G or WiFi) • A compatible smartphone and telecom operator. When in doubt, you can continue the installation process through the Contact us/I’m having installation problems section. The app will verify your equipment and guide you step by step. I can’t buy my travel pass/An error occurred during the purchase. How can I travel? To prevent any errors during purchase, make sure that you have a strong network connection with data (WiFi, 3G, 4G) throughout the purchase and that you have correctly entered the requested information (email, bank card number). If the travel pass fails to top up, whatever the reason, the associated payment will be automatically cancelled and you will receive an email confirming the cancellation. Check your email to see if you have received a purchase receipt or cancellation confirmation. In the event of failure, buy a transport ticket from a ticket booth in order to travel. I bought and paid for a travel pass but it has not appeared on my smartphone. Why not? Only transport tickets stored on your smartphone or SIM card will display in the app. You can view them in “Your Paris region transport tickets” on the “Tickets” tab. To view the transport tickets stored on a Navigo pass, first you need to read your Navigo pass using your smartphone. To do so, place the Navigo pass on the back of your smartphone. When in doubt, your can check your purchase history, which states whether each purchase was stored on a smartphone or a Navigo pass. You can also check your email to see if you have received a purchase receipt or cancellation confirmation, if there was a technical issue.

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• How do I get a purchase receipt, a refund or recover my transport tickets once the app is uninstalled?

  How do I get a purchase receipt? A purchase receipt is automatically sent to the email address used as your Navigo Connect username, or the one entered during the purchase. If you haven’t received your purchase receipt, make sure that you have a strong network connection with data (WiFi, 3G, 4G) throughout the purchase and that you have entered the correct email address. If you do not receive a purchase receipt, open your SNCF Connect app and go to “Tickets > Your Paris region transport tickets > How does it work” to contact the Île-de-France Mobilités customer service team and ask for a purchase receipt. You must create a Navigo Connect account. Is it possible to obtain a refund for or exchange my transport ticket? Exchange and refund terms and conditions depend on the transport ticket: • T+ tickets cannot be exchanged nor refunded • Passes can be completely or partially refunded under certain conditions • Before the start date of a pass, you can request its cancellation in the SNCF Connect app via “Tickets > Your Paris region transport tickets > How does it work”. You must create a Navigo Connect account. Please note that the refund of a pass requires prior cancellation of said pass. For more information, please read the transport ticket terms and conditions of sale and use in the same section. I uninstalled my app. Have I lost my previously purchased transport tickets? Even if you delete your mobile app, your transport tickets will still be stored. You can return to the Play Store/App Store to reinstall the app and view your available transport tickets again, or purchase others.