We're here to help you with any issues or questions you might have about our transit card recharge services. Choose from our various support options below to get the assistance you need.
Email Support
Send us a detailed message and we'll respond within 24 hours.
[email protected]
Phone Support
Speak directly with our support team during business hours.
+971 4 123 4567
Sunday - Thursday: 9:00 AM - 6:00 PM
Friday - Saturday: 10:00 AM - 2:00 PM
How to Report an Issue
1
Gather Information
Before contacting support, please gather the following information:
- Your transit card number
- Transaction reference number (if applicable)
- Date and time of the issue
- Screenshots or error messages (if available)
- Steps to reproduce the issue
2
Choose Contact Method
Select the most convenient support channel for your issue:
- Email: Best for detailed issues that aren't time-sensitive
- Phone: Ideal for urgent matters requiring immediate assistance
- Live Chat: Perfect for quick questions and real-time troubleshooting
3
Describe Your Issue
When contacting support, please:
- Provide a clear and concise description of the issue
- Include all relevant information gathered in step 1
- Mention any troubleshooting steps you've already tried
- Be specific about what you need help with
4
Follow Up
After submitting your support request:
- Keep an eye on your email for responses from our team
- Respond promptly to any requests for additional information
- Reference your ticket number in all communications
Common Issues & Troubleshooting
Payment Processed But Card Not Recharged
If your payment was successful but your transit card balance hasn't updated:
- Wait 15-30 minutes for the system to synchronize
- Check your email for a transaction confirmation
- Try tapping your card at a transit terminal to refresh the balance
- If the issue persists after 30 minutes, contact our support team with your transaction details
Card Registration Errors
If you're having trouble registering your transit card:
- Verify that you're entering the correct card number (usually 16 digits)
- Ensure your card is active and hasn't expired
- Check that your card is from a supported transit authority
- Try clearing your browser cache and cookies before attempting again
- If problems continue, contact support with your card details
Payment Declined
If your payment method is being declined:
- Verify that your card has sufficient funds
- Check that your payment details are entered correctly
- Ensure your card hasn't expired
- Contact your bank to check if they're blocking the transaction
- Try an alternative payment method
Account Access Issues
If you're unable to access your account:
- Use the "Forgot Password" link to reset your password
- Check that you're using the correct email address
- Ensure your account hasn't been locked due to multiple failed login attempts
- Clear your browser cache and cookies
- If you still can't access your account, contact support with your registered email address
Contact Us
If you need further assistance, please don't hesitate to reach out to us:
BusConnect Support Team
Level 14, Boulevard Plaza Tower 1
Sheikh Mohammed Bin Rashid Boulevard
Downtown Dubai, UAE
Email: [email protected]
Phone: +971 4 123 4567
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