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FAQs - Help and Support

Don’t worry – it happens to us all!  If you need to reset your password:

1) Go to mymobiletickets.com (or the relevant usual web address if your operator uses a different one)

2) Click the Login link at the top of the page – you’ll then be taken to the Login Page

3) Underneath the Password field, click the Forgotten Password link.

4) You will then be asked to enter the registered mobile number or email address for your account.  Enter this then click the Reset Password button.

5) You will then receive a new temporary password to the registered mobile phone via SMS text message.  You should get this within a few seconds, but sometimes this can take a few minutes to arrive depending on your mobile network.  You can then use the new password you received to log into your account.  We recommend that you then change your password in the My Account section after logging in.

NOTE: If you have requested the password to be reset more than once in a short space of time then you will get multiple new passwords delivered to your phone – you will need to use the most recent one you received.

Since passwords are stored in an encrypted non-readable format in our system, we are not able to see or tell your password over the phone or email.  The above process is the only way to reset your password.

Your ticket may get locked when we detect that it is possibly being accessed on a device different from the one it was originally activated on.  This can also occur if your device’s software has been updated or if you used a different browser.  Generally tickets are not allowed to be downloaded to more than one device.

To unlock the ticket, you need to access the ticket using the link in the SMS message or bookmark you may have previously saved, using the device you want to use it with.  You will then be required to enter your account password, and your ticket will be unlocked for that device.

Our system will use various parameters to determine whether the device has changed, but you may also be required to unlock your ticket if your device has not been online for a period of time.

Additional Note About Web Filtering and Security Services

You may find that sometimes your ticket gets locked if, for example, you activate a credit / ticket on your device when connected to your home Wi-Fi network in the morning, then access it using the mobile network at some point in the future.  This is because that some ISPs will intercept the Web request from the app and perform web-filtering / parental control scans on the URL that relates to your ticket.  This then get presented to our system as a different “device” accessing your ticket, thus causing it to lock.  Currently the only workaround is to ensure that your ticket is activated only when connected to the mobile network, and not your home network.

Please contact our support team if you experience any issues with security locked tickets.

See also:

HOW TO: Reload Your Ticket to the Latest Version

When you first activate and download your ticket or multi-buy credit, you will need to be able to connect to the Internet on your phone (using Wi-Fi or mobile Internet).

Operator data charges may apply if you are downloading over a mobile network and do not have an inclusive data allowance.  The download size of the ticket package is small and should be no more than 200Kb.

On most modern smartphones (iPhone, Android or Windows), once it has been downloaded it should remain in your phone’s application cache and can be reloaded into your browser by using the same link (either from a bookmark or SMS message containing your ticket link), even if your device is not on-line.

However this depends on the capability of your phone, and we recommend that you try this first on your handset before attempting to use the service without an Internet connection when trying to board.  Most tickets have security features such as animation, wavy lines and count down to the expiry time.  These, too, should remain active even when the device is offline, but again, you should check this to ensure that you are not refused boarding.

If you clear or disable your browser’s cache at any time, you will be required to be online the next time you want to access your ticket.

From time-to-time, for security purposes, your ticket will need to connect to our server for validation and you will be prompted when this is the case.  An Internet connection will be required for this.

See Also:

HOW TO: Access and Download Your Ticket to Your Phone

The My Mobile Tickets application runs in your phone’s browser as a Web Application, therefore it will run on most smartphones.

You can access the app by going to https://gomercado.com in your phone’s browser.  You can then add the app’s Web site to your bookmarks, or as a shortcut on your home screen along with your other apps that you have downloaded.  Some operators have their own Web address for their mobile ticket app which they will have published.

We decided to have a Web-based app so that our service is accessible by any one with a smartphone, and not just for iPhone and Android users with the latest handsets.  This also means that we can regularly and quickly release updates and new features for all users at the same time, and ensure that everyone has the same experience, which means we can support and help our users much more effectively.

As long as your phone’s browser supports HTML5 and Javascript, it should work with the My Mobile Tickets application – and this should cover most smartphones released since 2010.

Native apps are also costly to develop and maintain, and this would mean increasing the fees charged to the transport operators for using our platform, which would inevitably be passed on in the ticket price charged to you.  Many of our operators offer lower ticket prices when using My Mobile Tickets when compared to paying cash onboard.

See also:

HOW TO: Access and Download Your Ticket to Your Phone

HELP: Do I Need to be Online to Use My Ticket?

There are several ways you can download your ticket to your mobile phone. Select the option that is best for you:

Log into your account on either a phone or PC and go to the My Tickets section of your account by clicking the Menu button.

Access it directly and bookmark

If your ticket has not yet been activated, click the Activate and Use Ticket button.  This will prompt you to activate your ticket and then load it onto your phone.

To access the ticket directly, click the Show Ticket button – this will load your ticket onto your phone.

Because your ticket is a generated by a Web link, you can bookmark the Web address of your ticket using your phone browser’s bookmark feature, which may also give you the option to save the link onto your phone’s home screen.

Access it via SMS Text Message

To receive your ticket’s Web link by SMS text message, click the button that says Send Ticket Link by SMS.  This will send a text message to the mobile number registered to your account containing the Web link to your ticket. This can take a few minutes depending on your network provider.

Click on the link within your text message at anytime to access your ticket.  If your ticket has not yet been activated, your will be prompted to do so before it is downloaded to your phone.

Saving for Later

Tickets with a Flexible Start Date are NOT activated until you actually request activation and then confirm.  You can bookmark or store the link until you are ready to do this.  When activating a ticket, you will presented with the following confirmation page.

Note that when first activating and downloading your ticket, you will need to be able to connect to the Internet on your phone (using Wi-Fi or mobile Internet) when you want to activate and display your ticket.  Operator data charges may apply if you are downloading over a mobile network and do not have an inclusive data allowance.

On most phones, once it has been downloaded you do not need an Internet connection to access it in the future – however this depends on the capability of your phone.  We recommend that you try this first on your handset before attempting to use without an Internet connection.

From time-to-time, for security, purposes your ticket will need to connect to our server for validation and you will be prompted when this is the case.  An Internet connection will be required for this.

Please contact our support team if you experience any issues with downloading and using your tickets.

See also:

HOW TO: Reload Your Ticket to the Latest Version

When your ticket has been updated or changed, the new details may not automatically show when you access your ticket again.  This is because tickets can be cached on your mobile device so that they can be accessed when you are not online.

In order to reload the latest version of your ticket, you may need to do one of the following (in all cases your device will need to be connected to the Internet):

1) If you have access to the original ticket, click the “Reload Ticket and Clear Cache” link at the bottom of the ticket.  A new version of your ticket should now be reloaded.

– or –

2) Log onto your My Mobile Tickets account and go to the My Tickets section of the app, accessible by clicking the Menu button at the top of the page.  You should now be able to access the latest version of your ticket by clicking the Show Ticket button or Activate and Use Ticket button for the ticket you want to load.

– or –

3) In the My Tickets section of the app, request an SMS link to be sent to your phone by clicking the Send SMS Link button for the ticket you want.  In the SMS text message you receive, there will be a link to the new version of your ticket – just click the link and your ticket should appear in phone’s browser.

If you still have problems accessing the latest version of the ticket, you may need to manually clear the cache in your phone’s browser.  Please contact our support team if you need further help.

On tickets from certain operators, you may find that there is a word at the top of the ticket, as shown in the image below.  The word will change each day, and the word is pre-defined by our system for any given day.  The words have no particular order or pattern from day-to-day and are generated by the central ticket server.

Why is it there?

The Word-of-the-Day is an additional security feature to ensure that the ticket being shown is genuine and is valid for that given day.  The word displayed must match the word that the operator / driver is expecting to be shown on that day.

It will alternate every couple of seconds with the time set on your mobile device so that the driver or inspector can ensure that the ticket is live and is synchronised with your device.  The ticket will also be synchronised with the time on our central ticket server and you may be requested to correct the time on your device before the ticket will be displayed.

Does the phone need to be online after it’s downloaded?

As with all of our tickets, the ticket will remain in the browser’s application cache so that it is available from a bookmark, home page link or SMS link, even if your phone is offline and/or has no data signal.  However, with tickets featuring the Word-of-the-Day, only a certain number of words are encoded within the ticket at any one time, and you will need to ensure your device is online (Wi-Fi or mobile Internet) every few days and the ticket loaded in order to update the words.  Please see the following articles for further help on these topics:

HOW TO: Access and Download Your Ticket to Your Phone

HELP: Do I Need to be Online to Use My Ticket?

We do recommend, however, that your device is online where possible when accessing your ticket to always ensure it’s up-to-date and validated against the central ticket server.

What happens if the expected word is not shown?

The driver or inspector will know which word should be shown on that day and may not deem the ticket to be genuine if the correct word isn’t displayed.  In these circumstances we recommend that you force your device to reload to the ticket to the latest version, which will also reload the expected words encoded within the ticket.  Please see the following article for further help on this:

HOW TO: Reload Your Ticket to the Latest Version

Important:

It is the responsibility of the ticket holder to ensure that their ticket is correct and valid, and that they are complying with the operator’s conditions of carriage.

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