Frequently asked questions

Payments

What are the payment methods?

You can pay by VISA or Mastercard credit or debit cards. When adding a payment card, please make sure that internet payments are allowed.

You may also use banklink to buy public transport tickets.

Why have I been charged if I haven’t bought anything that day?

Our payment system works with a payment delay for the services you order. The very first payment is always authorized and after that we collect the subsequent payments into a "basket" until the amount reaches a certain limit (usually 5EUR) and only then we redeem the amount from your card. If this amount does not accumulate to the limit, we will redeem the money either on the last day of the month or on the very first day of the following month.

Every time you’re being charged you receive an invoice with the listed payments for your orders to an email you’re registered with.

Why have I been charged more than for what I just bought?

Please check your email that you use for TRAFI registration. You should have received a payment receipt with a list of exact cash payments for the ordered services.

Our payment system works with a payment delay for the services you order. The very first payment is always authorized and after that we collect the subsequent payments into a "basket" until the amount reaches a certain limit (usually 5EUR) and only then we redeem the amount from your card. If this amount does not accumulate to the limit, we will redeem the money either on the last day of the month or on the very first day of the following month.

So you’ve been charged more because you’ve accumulated the bundle payment which includes not only your last order but as well previous orders that have not been charged yet.

How can I check my purchase history?

Please check your email that you use for TRAFI registration. Every time you’re being charged you receive an invoice with the listed payments for your orders.

Why can’t I change my payment card?

You are not able to change your payment card as there are unauthorized payments. Our payment system works with a payment delay for the services you order. The very first payment is always authorized and after that we collect the subsequent payments into a "basket" until the amount reaches a certain limit (usually 5EUR) and only then we redeem the amount from your card. If this amount does not accumulate to the limit, we will redeem the money either on the last day of the month or on the very first day of the following month.

Most of the time the payments are not authorized for several reasons:

• Insufficient funds. In this case, you can top up your card, we’ll charge the pending amount and you’ll be able to change the payment card.

• Disabled online payments. Once online payments are enabled, we’ll charge the pending amount and you’ll be able to change your credit card.

• Kortelė užblokuota arba negalioja. Šiuo atveju kreipkitės į lt@trafi.com, praneškite mums apie neveikiančią kortelę, mes ją pašalinsime, o jūs galėsite prisidėti naują. Tuomet trūkstamos lėšos bus nuskaičiuotos nuo naujai pridėtos kortelės.

I would like to get a commercial invoice. What should I do?

In case you want to get a commercial invoice for the services performed by Spark and mTicket, which were purchased from Trafi, please contact the Company via email invoices@trafi.com.
The commercial invoice shall be issued until 15th day of the next month (e.g. the commercial invoice for November shall be issued until December 15th).

The needed information to issue a commercial invoice is:

• registration name of Trafi user;

• date and type of the received services;

• company details (name, address, registration and VAT numbers).

Public transport

Tickets

Why can’t I buy or activate my ticket?

When buying or activating tickets, please make sure that your wifi is turned off and that you’re using your mobile data. When you buy tickets, they’re assigned to the phone number you use at that time. Also, make sure that your mobile data hasn’t run out.

Why have my active and valid tickets disappeared?

The tickets that you buy are assigned to the phone number you use at that time. Sometimes your tickets get attached to a different number, for example in case you use two SIM cards or get connected to an external modem. Please open your “Tickets” section, check the phone number indicated right at the top of the screen. If this is not your phone number, please click on the dots menu and update your phone number.

Can I move my tickets to another phone number?

Contact M. Ticket directly http://m-transportas.lt/lt/m-transport/Pagalba/, specify from which to which phone number you want your tickets to be moved. Write them the payment number for these tickets, you may find it in your bank statement. The payment number begins with MT and ends with digits.

Can I refund a ticket?

Yes, you can refund a ticket within 14days of the purchase. In case of refunding, please contact us at lt@trafi.com

How long is the ticket valid once it’s activated?

30 minutes, 60 minutes, 1, 3, 10 days tickets are respectively valid for 30 minutes, 60 minutes (with additional 10 minutes for transfers), 24, 72, 240 hours from the ticket activation moment. 30 days ticket is valid for 30 calendar days from the ticket activation moment - until 23:59 of the expiration day. Activated longer term tickets (30, 90, 180, 270, 12 months) are valid a respective number of calendar days until 23:59 of the expiration day.

Which ticket should I validate if the trip takes more than 30/60 minutes? Should I pay more if a vehicle gets stuck in a traffic jam?

All 30/60 minutes e. tickets have a 10 minutes tolerance period. Passengers with such tickets can travel up to 40/70 minutes. If a trip gets delayed due to unexpected reasons (traffic, car accident etc.), passengers do not have to pay more. Ticket inspectors react to a rapidly changing city transport situation and investigate each case individually.

The kid is 7 years old but doesn’t go to school yet, which ticket he should use?

A 7 year old kid should use a 30 minutes / 60 minutes e.tickets with 50% discount. If he travels often, we recommend a 12 months student ticket for 10 EUR.

Is a foreign student ID card valid while purchasing discounted tickets in Vilnius city?

A foreign university/school student ID card is invalid. Ticket discounts are applied with the ISIC card (International Student Identity Card).

What should I do if my phone’s battery ran out?

Nothing to worry about - if your phone’s battery ran out, ticket inspection officers will help you to recharge it. Tickets remain valid as they are associated with your phone number.

Public transport complaints

I want to complain about the public transport driver or a vehicle?

Trafi does not organize public transport in your city. We only show information provided by a local public transport company. To complain about public transport drivers or vehicles please contact your city’s public transport carrier.

I want to complain about public transport operations (delays, routes)

Trafi does not organize public transport in your city. We only show information provided by a local public transport company. To complain about public transport delays, arrivals, inquire about new route requests, please contact your city’s public transport authority.

Explore Trafi

Why do I need TrafiPass?

TrafiPass is your ticket to city’s transport. With TrafiPass you can easily add your payment card details and use it to pay for public transport tickets and electric car sharing “Spark”. Once activated, it saves your time while purchasing and using transport services.

Which transport types can I use with Trafi app?

Trafi enables you to use city’s public transport, city bikes, car sharing (Spark, Citybee), ride hailing (Uber) services.

What can I see in Trafi map?

Trafi map is an ultimate tool to see everything you need in one place:

• Stops, including public transport that stops there and earliest departures from that particular stop.

• Real time buses and trolleybuses with route details (track, track stops) once clicked on a particular vehicle.

• Free Citybee, Spark cars that you can reserve once you click on a particular car.Simply zoom the map in and out to find information you need. Click on the icons to get extended information.

How to use Trafi route search?

In order to find the best route to a particular destination, go to the main screen and use Trafi route search button “Get me somewhere”. Simply add your destination and get route search results. Trafi will offer you the best choices, according to the trip length, price, transfers needed. According to these factors, Trafi might suggest you trips with combined transport types, for example, you can start your trip on a bus and end it in electric car. Alternatively, you may select prefered transport types as well as departure or arrival time.

Do I need other public transport, ride hailing or car sharing apps if I have Trafi?

Trafi has a full integration with m. Ticket and Spark so you don’t need to have these apps separately. You can have complete service within Trafi app, including registration, reservation and payments. If you use Uber and Citybee, you should additionally have these apps on your mobile phone. Trafi shows information provided from these apps, however registration and payment operations are all linked to Uber and Citybee apps.