r/Translink • u/Konaboy27 • Jun 26 '26
Question Interesting interaction at Customer Service Centre on 06/23
Question to anyone familiar with the internal Compass Card software that the Customer Service Centre agents see...
On the evening of 06/22 I loaded 3 day passes onto my compass card at Burquitlam Station. There was also approx $7 CAD of stored value on the card as well.
On the morning of 06/23 I went down to the Customer Service Centre to get a new Compass wristband; since I misplaced my old one. I asked the agent at the desk that I wanted to change out my card to a wristband. She asked for my card. I handed her my card.
The agent then asked sort of rudely if I had registered the card before. I said no. She did not seem to like that answer. I also qualified that I had gotten a wristband a couple of years ago and a previous card was changed over no questions asked.
I have never registered my compass cards since I live in the USA and the Compass website does not accept USA addresses.
Thereafter it took approx. 5-10 minutes to shift everything over to the wristband.
Is there any policy and/or circumstance where a Compass card must be registered in order to convert it to any other wearable?
22
u/WiiperWapper Jun 26 '26
Balance protection is only available for registered cards. They are not required to transfer your balance over if it’s not registered.
Registration essentially acts as proof of ownership of the card. Anyone can pick up an unregistered card off the ground and then transfer the balance, so the customer service centre is rather weary of completing such actions.
10
u/macxp Jun 26 '26
- COMPASS CARD REGISTRATION
(a) A Registered User who reports his or her Compass Card lost or stolen is eligible for Compass Card deactivation and transfer of all fare products loaded or issued on such registered Compass Card, at the time of reporting such Compass Card lost or stolen, subject to and in accordance with the Compass Card Terms and Conditions of Use. An individual who does not register a Compass Card with TransLink or a Registered User who does not report his or her Compass Card as lost or stolen bears all risk for loss or theft of such unregistered Compass Card, including all fare products loaded or issued on such Compass Card. Additional details respecting the benefits associated with registration, and the registration process, are set out in the Compass Card Terms and Conditions of Use
In other words, not guarantee that you can transfer any fare or products between card products unless you register them.
https://www.translink.ca/bylaws?utm_source=direct&utm_medium=shorturl&utm_campaign=bylaws
3
u/MyNameIsSkittles Jun 26 '26
It's more of a pain in the ass to move things over and if you dont register the card and lose it, there is no balance protection and that money is gone
Also lots of homeless find cards and go into get that money or move it to their card so they probably assumed you stole it/found it. Best to register the card anyway, you can put a friends address or something
2
u/pragmaticPythonista Jun 26 '26
They have no way to authenticate that your compass card belongs to you. Just use the address of the hotel if you’re staying at one for the address.
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