HOP Questions

About HOP

What is HOP?

HOP is a new scheme which enables you to not only pay for public transport travel with a new, reusable HOP Card, but also to buy everyday items such as a newspaper, coffee or sandwich at participating retailers.

What is Snapper?

NZ Bus has engaged Snapper to deploy its ticketing and payment system for the launch of HOP as part of Auckland Transport’s integrated ticketing initiative.

When will my bus/train/ferry service switch to HOP?

North Star, Waka Pacific, Go West, Metrolink and LINK bus services have all switched to the HOP system. The HOP Snapper card will be replaced by the new Auckland Transport HOP card (AT HOP). Keep an eye on this site or sign up for HOP newsletters or the AT HOP newsletter to receive updates at each stage of the rollout.

What if I transfer from one bus to another during my journey?

If you travel on a designated transfer route and transfer from one bus to another you will need to tag-on and tag-off each bus as you board and disembark. The HOP system will recognise your journey as a transfer and will calculate and deduct the transfer fare from e-money. Please note 10-trip passes cannot be used on transfer routes. The cost of a transfer ticket, the routes on which transfers are permitted and the locations at which transfers are permitted remain the same.

I know my route number but I don't know what brand bus I ride on - how can I find out?

The AT Public Transport website has a Journey Planner that will enable you to find route numbers and bus brands.

How can I keep updated on the latest HOP news?

You can sign up to receive HOP updates.

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Get A HOP

How can I get a HOP Card?

You can get a new HOP Card for a one-off purchase price of $10 from participating retailers or ticket agents. Please note that accepted payment methods may vary, depending on the retailer.

What happened to the Go Rider Card?

The HOP Card replaced Go Rider. The free swap out period has expired so if you haven't didn't swap your Go Rider card, you will need to buy a new HOP Card for $10.

What happens if I am a SuperGold card holder?

You will need to use your HOP card during peak hours but can continue to show your SuperGold card during off-peak travel times.

What type of cards are available?

HOP customer types

Where can I get my Accessible HOP Card?

See more information about the Accessible concession.

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The HOP Card

How do I use the HOP Card?

Once you have loaded a fare product onto your HOP Card, you are ready to go! The HOP system is smartcard based travel, the main change you will notice is when you board and disembark. The HOP system uses a ‘tag on, tag off’ operation to ensure you receive the best value fare for your journey. As you enter the bus, you need to tag on by touching your HOP Card to the reader inside the front door, which will recognise if you have a valid pass. To tag off, you need to touch your HOP Card to the reader at the front or rear door of the bus as you exit.

Why can’t I tag on?

If your HOP Card is not allowing you to tag on, you may have an IOU amount or negative balance that must be cleared before you can continue to use the card. In order to clear this you will need to top up the e-money balance on your card.

When does my card balance expire?

When you top up your balance it will be valid for up to two years.

What are these numbers on the HOP Card?

There is a 19 digit number on the card, the first 16 digits comprise your Individual HOP Card number and last 3 digits are your security code. You will need to use these numbers to register your card to protect your balance from loss or theft.

What if my HOP Card is lost or stolen?

We recommend you register your card, as it provides added protection in the event of card theft or loss. If your registered HOP Card is lost or stolen, contact us immediately. A block will be put on your card so that no one else can use it, and your balance will be protected. Please note that once your card is hotlisted it is permanently blocked, but you will be able to have your balance transferred to a new card.

If you have a Child concession on your card, you will need to buy another Child HOP card (remember that you'll need to produce any required proof of eligibility). If you have a Tertiary concession on your card, you will need to buy an Adult card and reapply for the concession.

Can I punch a hole in my HOP card?

HOP cards are built differently to simple cards with magnetic stripes (the black stripe seen on the back of most EFTPOS and credit cards). A HOP card contains a small smartchip and also includes an antenna/power loop, which is invisible from the outside. With all of this technology going on inside you definitely shouldn't punch holes in your HOP. If you do punch a hole through the card, there's a very good chance that you'll break or damage the antenna, even if you don't puncture it directly. The result will be that your HOP card could no longer work.

Oops, I broke/scratched/dented my HOP card!

If your card is damaged or broken you can take it to Britomart where you can buy a new card and have the balance transferred from your old card. If you cannot get to Britomart, call the HOP call centre on 09 366 4HOP (366 4467)
for advice.

Why do I need to provide my date of birth when I register my card?

We request customers' date of birth for security identification purposes. Date of birth information also helps us work out what type of concession you are entitled to and enables us to remind you when you need to renew that concession.

What if I don’t want to provide my personal details but still want a HOP Card?

Although it is recommended that you register your HOP Card, you can buy the card and top it up at a participating retailer or ticket agent without handing over any personal information of any kind (i.e. use a HOP Card without registering it).

Why do I have to renew my HOP Child or Tertiary concession?

Holders of child or tertiary concessions need to renew their concessions so we can validate the holder's entitlement to the concession. If the cardholder doesn't renew by the concession profile's expiry date, the cards will revert to having an adult profile and they will pay adult fares for their travel.

See more information about Child concessions

See more information about Tertiary concessions

Can I pay for multiple fares with my HOP card?

Yes, if you have an Adult card or Child HOP card concession you can pay for up to four other passengers. Here’s how it works:

You can pay up to five multiple fares (yourself plus four other people, adults or children. Children will be charged at the child rate).
Payment can only be made from your e-money balance, so 10 Trip cannot be used for multiple fares
You must inform the driver before you tag on and each person needs to be tagged on
Please remember to tag off or you will incur multiple penalty fares for each person travelling on your card. You only need to tag off once, not once for each member of your group.
If you are travelling on a tertiary concession, you cannot pay for other people on your card.

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Managing My HOP Account

Is there a transaction fee for topping up my HOP card?

There is a 25 cent transaction fee which is deducted when you top up your HOP with e-money. This covers the cost of the retailer providing the top up service and the associated bank charges. So, if you need $10 on your card, top up with $10.25.

There is no transaction fee for topping up with 10 Trip.

Can I view my e-money and 10-Trip balances online?

Registered card holders can view the e-money balance on their card as part of their online transaction history. The 10-Trip balance cannot currently be viewed online, but can be obtained by contacting HOP. While boarding a bus, you also receive an audio reminder: if your e-money balance drops below $12, or there are less than 7 trips remaining on your HOP card, a low balance warning ("Please check your balance") sounds when you board the bus.

Why are there two balance amounts displayed on my transaction history?

When checking your e-money transaction history you may see two balance amounts listed. The balance at the top of the page will always be the most recent one and is updated within 48 hours of your last transaction. The balance at the bottom of the detailed transaction history is dependent on information coming through from the retailer and therefore may not always be the latest amount.

Can I top up online or on my bus?

Currently, you need to top up at retailers displaying the HOP and Snapper signs - use our list of retailers to find the most conveniently located one for you.

Should I top up with e-money or 10 Trip?

For maximum convenience and flexibility we suggest you load your card with e-money but you may find 10 Trip suits you best. Compare the e-money and 10 Trip options.

How is my fare deducted if I have both e-money and 10 Trip on my HOP card?

When you have two fare types loaded onto your card, the system will automatically use the 10 Trip credit first when you tag on for a bus trip. If you would rather use the e-money credit for that fare, simply advise the bus driver of your intention before tagging on. 10 Trip cannot be used for buying items such as sandwiches or coffee - you can only use your card for this purpose if it's loaded with e-money.

How do penalty fares work?

HOP card travel is based on tagging on and tagging off. These actions allow the system to record your journey and calculate the best fare.

If you fail to tag off, then the system will not know how far you travelled and will charge a penalty fare. The penalty fare is charged at a standard rate across all card types. The penalty amount will depend on the distance that remains between the stop where you boarded (tagged on), and the final destination on that bus’ route.

Penalty fares apply to e-money and 10-trip travel. Penalty fares are deducted from your e-money balance, even if you only have 10 Trip loaded. If there is insufficient e-money to cover a penalty fare, an IOU amount will result.

Whether you travel using e-money or 10-trip, you cannot tag-on if you have an IOU amount outstanding. IOU amounts can be cleared by topping up your e-money balance.

Your e-money balance and details of any penalty fares incurred can be viewed online, in your transaction history. See the guide to reading your HOP transactions.

What is an extension fare?

Extension fares apply to 10-Trip travel. If you 'over-travel' on your 10 Trip pass (for example, travel 3 stages on a 2 stage 10-Trip), an ‘extension fare’ is charged to cover the cost of your actual journey. Extension fares are deducted from e-money. If there is insufficient e-money to cover an extension fare, an IOU amount will result.

Find more information about how extension fares show up in your transaction history in our guide to reading HOP transactions.

How can I clear an IOU amount?

IOU amounts can be cleared by topping up your e-money balance by $10 (minimum top-up) or by the value of the IOU amount (plus the 25c top up transaction fee), whichever is greater.

How do I read my transaction history?

Our guide to HOP transactions demonstrates how top ups, travel using e-money or 10 Trip, shopping, or special cases - such as penalty, transfer and extension fares - and pending transactions, look in your HOP transaction history.

Why don’t I get a GST tax invoice when I top up my HOP Card?

GST invoices are not provided with top-ups. A top-up is a transfer of money and not a purchase; therefore it is GST exempt. The actual transaction takes place when you travel on the bus, however, there's no requirement for a GST tax invoice on purchases under $50. If you do need a record of travel for GST purposes, you can visit a retail agent and request a transaction history print-out; this will be sufficient for tax purposes.

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About MyHOP

Why has the HOP login changed?

We’re making changes to the HOP website that will allow you to choose a wider range of services from Auckland Transport. We have implemented the new login, also called single sign on, to facilitate this. You’ll notice a new screen when logging in; you'll now be able to use your login details to access other web services offered by Auckland Transport, like the new AT HOP, not just HOP. (You will always be in control of which services you want access to.)

How does the change impact me?

When logging in you will now see the AT logo on the screen where you enter your username and password. If you happen to need to reset your password, or change your email address, you will see new screens and confirmation emails to help you through the quick process.

What other changes have been made?

There have been some general cosmetic changes on this website, but no further changes to the functions you access on it.

Is this a temporary change?

There may be additional changes in the future but none of them will impact on the way you access your HOP account.

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Commercial Agents

How do I become a retailer selling HOP Cards?

If you are interested in selling HOP products, please call Snapper’s Call Centre on 0800 555 345 for more details or send your contact details to retail-ak@snapper.co.nz and someone will be in contact with you shortly.

How do I order more HOP Cards?

If you want to order more HOP Cards, please call Snapper’s Call Centre on 0800 555 345 for more details or send your contact details to retail-ak@snapper.co.nz and someone will be in contact with you shortly.

Where is my consignment of HOP Cards?

If your consignment of HOP Cards has not arrived, please call Snapper’s Call Centre on 0800 555 345 for more details or send your contact details to retail-ak@snapper.co.nz and someone will be in contact with you shortly.

My reader unit is not working

The reader unit is supplied by Snapper, for technical enquiries with Snapper equipment, please call 0800 338 767 (Eftpos NZ) for assistance.

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​HOP Questions

About HOP

Get A HOP

The HOP Card

Managing My HOP Account

About MyHOP

Commercial Agents

HOP Questions