Thank you for your email.
Please be advised that the online reload of R*** has expired.
We would like to take this opportunity to explain how the online reloading system works.
How Our System Operates:
Transaction Processing:
Upon adding funds to your account, the system takes approximately 30 minutes to process the reload. Following this period, the transaction will appear as “pending” on your mobile app/ website profile.
Activating Period:
To complete the transaction and activate the funds, you must physically tag your Gautrain card at any Gautrain station faregate or on a bus validator. Please note, this does not include parking boom gates.
Time Frame for Activation Period:
This tagging action must be completed within 7 days of the reload. Until this is done, the transaction will remain in a “pending” state.
We have provided the following communication on the “check-out” page to inform the passengers of this process prior to them making a payment.
If 7 days have passed without your card being tagged into the system, the transaction marked as 'pending' will no longer be accessible (expire).
Refund:
In such cases, you are required to complete a refund application through the following steps:
- Log into your Gautrain profile https://www.gautrain.co.za/login using your Gautrain App credentials.
- Navigate to the 'Account options', then select 'Claim management' and click on 'Submit new claim'.
- Proceed to submit a refund claim using your Gautrain card details.
This process will initiate your refund request for the expired funds.
Kindly note that refunds take 7 to 14 working days to be processed.
Follow-ups can be made by emailing RefundQueries@bombelaop.co.za, using your claim ID in the subject box.
Sincerely
Gautrain