ParaPay Help

ParaPay Help - FAQ (pdf)


GETTING STARTED WITH PARAPAY


  1. What is ParaPay?
  2. What is ParaPurse?
  3. What is ParaPass?
  4. How do I get started with ParaPay?
  5. Can someone else manage my account?
  6. How do I set my discount?
  7. How do I change my account settings?
  8. How do I change my password?
  9. What if I forgot my username?

1. What is ParaPay?

ParaPay is an electronic fare payment system that has similar features to Presto but without a card.  You will have a personal account and can simply pay your fare online, by phone, in person, or by mail (cheque). 

You can pay this way whether it is per month using a ParaPass or per ride using a ParaPurse.  ParaPay will offer automatic payment options in the future.

2. What is ParaPurse?

ParaPurse is an electronic purse that you can load with money.  You can then use it to pre-pay for your trips on Para Transpo.

Money in your ParaPurse can also be used to purchase a ParaPass.

3. What is ParaPass?

ParaPass is a cardless electronic pass that allows for monthly travel on Para Transpo. The Adult, Youth, Senior, EquiPass and Community pass are available, based on eligibility. 

Note:  The Access pass is not your best option if you only use Para Transpo.  The Access pass provides a one third discount on the per ride fares on Para Transpo.  It only benefits Para Transpo customers who use OC Transpo buses and trains more often than Para Transpo.  

4. How do I get started with ParaPay?

It’s easy to get started with ParaPay. As a Para Transpo customer, you have a ParaPay account ready to use now in the following ways:

Online: 
Using ParaPay online means you can conveniently access ParaPay anywhere, anytime without waiting, and within your schedule.   

Call Customer Service at 613-741-4390, TTY at 741-5280

  • Give your Para ID number and email address
  • Wait for an email with instructions on how to activate your online account
  • Activate your online account
  • Go to octranspo.com to access your account
  • Buy a monthly pass or load money to pay per ride 

By phone: 
Call Customer Service at 613-741-4390, TTY at 613-741-5280

  • Give your Para ID number
  • Buy a monthly pass or load money to pay per ride

In person: 
Visit an OC Transpo Customer Service Center (Rideau Centre, Lincoln Fields, St-Laurent, Place d'Orléans)

  • Give your Para ID number
  • Buy a monthly pass or load money to pay-per-ride

5. Can someone else manage my account?

Yes.  Agencies, group homes and caregivers can add money on your behalf to purchase a monthly pass or per ride trips.  However, their name must be listed as your designate with Para Transpo to withdraw money, get a refund or request a balance.

Online: 

  • You must give them permission to use your password and client ID number. Keep in mind, when someone else manages your account online, they have full access to make a purchase, withdraw money, get a refund, or request a balance.

Note:  Per the Terms & Conditions: You are responsible for keeping personal identification information including email address and passwords that are used to access your ParaPay account confidential at all times.  Para Transpo is not responsible for any access to or misuse of your ParaPay account by unauthorized users. 

By phone and in person: 

  • They can only add money to purchase a monthly pass or per ride trips unless they are listed as your designate with Para Transpo.

6. How do I set my discount?

For a youth (19 and under) or senior, the information contained in your Para Transpo registration file will determine which monthly passes you can use. For example, based on your date of birth, if you are 65 years or older, you can buy a senior’s bus pass.

For recipients of Ontario Disability Support Plan (ODSP) payments, you may qualify for a Community pass.  You must complete the Application for Community pass and mail it to OC Transpo or visit any OC Transpo Customer Service Centre, including 925 Belfast, with a copy of your ODSP cheque stub.  Only the primary recipient of ODSP benefits qualifies for the Community pass.  

For Equipass application and eligibility process, please refer to www.octranspo.com/tickets-and-passes/equipass.  You may mail your acceptance letter to "Attn: Para Transpo, 925 Belfast Road, Ottawa ON K1G 0Z4", or visit any OC Transpo Customer Service Centre.

7. How do I change my account settings?

Your language preference, email address, and telephone number can all be changed by clicking My Account. Once changes are made, your main Para Transpo registration file is updated automatically. Any other changes (for example, your home address) must be made by contacting the Para Transpo Registration line at (613) 244-1289.

8. How do I change my password?

Changing your account password is easily done by clicking Change Password.  You will enter your old password, enter your new password, confirm the new password and then click the Change Password button.

9. What if I forgot my username?

Your user name is the same as your Client ID.

[top]


ADDING MONEY TO YOUR ACCOUNT


  1. How do I add money to my account?
  2. When can I buy a ParaPass?
  3. Which pass option is best for me?
  4. What if my money does not show up in my account?

1. How do I add money to my account?

You now have more choices to add money to your ParaPay account:

Online:

  • Call Customer Service at 613-741-4390 for information to set up your online account
  • Go to octranspo.com to access your account
  • Payment online is accepted via credit, Visa Debit, and Interac Online debit cards

By phone:

  • Call Customer Service at 613-741-4390
  • Payment is accepted via credit or Visa Debit only

In person:

By mail (cheque):

  • Provide a cheque only. Please do not send cash or credit/debit card information by mail.
  • Write cheque to “City of Ottawa”, and include your Client ID and name in the memo field
  • Mail cheque to: City of Ottawa, Attn: Para Transpo, 925 Belfast Road, Ottawa ON K1G 0Z4

ParaPay will offer automatic payment options in the future.

2. When can I buy a ParaPass?

A ParaPass may be purchased the last 14 days of the month and the first 14 days of the next month.

3. Which pass option is best for me?

ParaPay shows all of the passes to which you are eligible.  The best pass for you depends on how frequently you travel.

The OC Transpo fare table - Para Transpo Fares provides you with a complete overview of all the Para Transpo fares.

Note: The Access pass is not your best option if you only use Para Transpo.  The Access pass provides a one third discount on the per ride fares on Para Transpo.  It only benefits Para Transpo customers who use OC Transpo buses and trains more often than Para Transpo. 

4. What if my money does not show up in my account?

In the unlikely event that money you have added to your account does not appear, please call Customer Service at 613-741-4390, TTY 613-741-5280.

[top]


CHECKING ACCOUNT BALANCE


  1. How can I check my account balance?
  2. What if my money does not show up in my account?
  3. How do I see my account activity?
  4. What if I see an error in my account?

1. How can I check my account balance?

There are three ways to check your ParaPay account balance:

Online:

By phone:

  • Call Customer Service at 613-741-4390

In person:

2. What if my money does not show up in my account?

In the unlikely event that money you have added to your account does not appear, please call Customer Service at 613-741-4390, TTY 613-741-5280.

3. How do I see my account activity?

You can check your account transactions by clicking My Purchase History.

4. What if I see an error in my account?

If you have any questions regarding your ParaPay account please call Customer Service at 613-741-4390, TTY 613-741-5280.

[top]


PAY FOR A TRIP


  1. How do I pay for my trip with ParaPay?
  2. Do I need to show anything when I board the bus or taxi?
  3. Can I pay for part of my fare when I book the trip and pay the remaining balance on the bus or taxi?
  4. Can I use cash, Presto or tickets?
  5. What if I do not have enough money in my account?
  6. What happens if I cancel a trip or miss my bus or taxi?
  7. Can I pay for a companion with ParaPay?

1. How do I pay for my trip with ParaPay?

At the time of booking, if you have a ParaPurse balance or a ParaPass valid for the date of your trip, your fare is automatically applied against your account by either: confirming a valid ParaPass, or by deducting fare from your ParaPurse. 

However, if you have regular (subscription bookings), your fare is automatically collected the day before you take your trip.

2. Do I need to show anything when I board the bus or taxi?

No, you do not need to show anything once you have booked and pre-paid for your trip using ParaPay. The Para Transpo driver knows who has pre-paid for their trip and who requires payment upon boarding the bus or taxi.

3. Can I pay part of my fare when I book a trip, and pay the remaining balance on the bus or taxi?

No.

When using ParaPurse:

  • If you have enough money in your ParaPurse, the full fare is deducted from your ParaPurse.
  • If you do not have enough money in your ParaPurse, the full fare must be paid in cash, tickets or by using a Presto pass with a Query Receipt when you board the bus or taxi. For example; you have a balance of $1.00 in your ParaPurse and your fare has been calculated at $3.35. Since your balance cannot cover the entire fare, you will be required to pay $3.35 upon boarding the bus or taxi. Your ParaPurse balance of $1.00 will remain untouched.

4. Can I use cash, Presto or tickets?

Para Transpo operators will continue to accept cash, Presto monthly pass with a Query receipt or tickets, while available. 

However, if you have enough money in your ParaPurse or a ParaPass, the system will automatically deduct fare payment from your account.

5. What if I do not have enough money in my account?

You will not be denied a trip if you do not have enough the full fare in your ParaPay account. You can always pay your fare using cash, Presto monthly pass with a Query receipt or tickets while available. 

Refer to Adding Money to Your Account for information on adding money to your ParaPay account.

6. What happens if I cancel a trip or miss my bus or taxi?

If you cancel your trip, miss the bus or taxi, the fare amount you paid is credited to your account immediately upon cancellation. 

7. Can I pay for a companion with ParaPay?

No. A companion is expected to pay their fare when they board the bus or taxi.  Support persons travel for free on Para Transpo.

[top]


FEDERAL TAX CREDIT


  1. What is the Federal Tax Credit and does it apply to me?

1. What is the Federal Transit Tax Credit and does it apply to me?

Public transit users can apply for a federal transit tax credit for travel on public transit within Canada based on certain eligibility. The Canada Revenue Agency is responsible for assessing claims for taxable benefits. 

Note: You can only claim the tax credit until July 2017 on your income tax next year.

If you have access to ParaPay online, you may download a Transit Usage Report (TUR) directly from your account page.  Otherwise, you can request a Transit Usage Report by calling Customer Service at 613-741-4390, TTY 613-741-5280.  A TUR becomes available every year on March 1st, as well the two previous tax years are available.  

For more information on Federal Transit Tax Credit eligibility, visit the Canada Revenue Agency at www.canada.ca/en/revenue-agency/services/tax/individuals/topics/about-your-tax-return/tax-return/completing-a-tax-return/deductions-credits-expenses/line-364-public-transit-amount/eligibility.html or call Canada Customs and Revenue Agency at 1-800-959-8281.

[top]


SUPPORT


  1. Who do I call if I need help or have questions about ParaPay?

1. Who do I call if I need help or have questions about ParaPay?

Please call Customer Service at 613-741-4390, TTY 613-741-5280.

[top]

A stick family boards a bus

Family DayPass

On Saturdays, Sundays and most holidays, the whole family can ride all day on a single DayPass!

DayPass

For your security

Security camera icon

Some buses have an on-board camera system.

More vehicle safety features
Proof of payment (POP) logo with a POP transfer

Be ready for fare inspection

Aboard double-deckers, articulated buses and the O-Train, and on the O-Train platform

Keep your PRESTO card, monthly pass, POP transfer ticket or DayPass at hand and be prepared to show it to fare inspectors on request.

E-mail this page

PRESTO