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Frequently Asked Questions


What is “Manage My Trips?”

Manage My Trips offers Access-A-Ride customers the ability to manage their trips via computer, tablet or smart phone. You can put in trip requests, check the status of your trips, and manage your subscriptions.

How do I use this program?
You can access the site by creating an account. You will be asked for your personal information. Once your account is verified, you can log in.

What are the privacy policies of this website?
MTA privacy policies are explained at link below. http://web.mta.info/mta/privacy.htm

What internet browser do I need to have to view the website?
This program is compatible with Internet Explorer 8 and newer versions; Chrome; Mozilla Firefox, and Safari.

Requesting Trips

How do I request a trip?
In the Reservations tab, click on the + New button. Select a round-trip or one-way trip, then enter your pick up and drop off addresses and the date you wish to travel. When you enter the time, please select if this is your Departure or Arrival time. If you require any accommodations, please make sure to select the options you need.

Will I get an immediate acknowledgement that you’ve received my trip request?
Yes, with our immediate booking system, after you submit a new trip request, the system will automatically confirm and schedule your request within 60 seconds. No more waiting, advance trip booking has never been so easy!  

How can I see if my trip has been scheduled?
Access the Reservations tab in your account to see the status of your trip. With our new booking system, your trip should be scheduled immediately. You can see the “Scheduled” Label on the left side of your trip request.

How far in advance can I enter my trip request?
You may request a trip up to two days in advance of the day you would like to travel.

Can I reserve a trip on the day I’d like to travel?
No, we can’t schedule trips on the day of travel. You must make all reservation requests by 5 p.m. the day before you wish to travel.

Can I cancel my trip?
Yes, you can cancel your trip online. In the Reservations tab, click on the trip you would like to cancel. Once you see your trip information, the button to cancel your trip is on the top. Penalties will still apply for customers who “no-show” or “late cancel” trips.


Requesting Subscriptions

How do I request a subscription?
In the Subscriptions tab, click on the + New button. Enter your pick up and drop off address. Proceed to enter the date range you will need for the subscription; for example, June 1 through December 31. When you enter the time, please make sure to select if you will need to Depart or Arrive by the time you’ve chosen. Select the days for which you want your subscription. If you require any accommodations, please make sure to select the
options you need.

How far ahead can I request my new subscription?
Please note you need to place your request for your subscription in advance. The scheduling process may take a week. You will receive a response to inform you when your subscription has been scheduled and when it will begin.

Will I get an immediate acknowledgement that you’ve received my subscription request?
Yes, an acknowledgement will be displayed on the screen stating that your subscription is saved and pending review. We will review your request and get back to you when your subscription has been scheduled. Please make sure your contact information in the Settings tab is correct.

How can I see if my subscription has been scheduled?
If your subscription is under the Active tab, this means your request has been scheduled. Select the Active tab to view your scheduled subscription trips. If your subscription is under Inactive, this means your request has not yet been scheduled.

Can I put my subscription on hold?
Yes, you can put your subscription on hold online. In the Subscriptions tab, click on the subscription you would like to put on hold. Once you see your trip information, select the Pause button on top. You will be asked to enter the dates on which you would like to put your subscription on hold. Your subscription information will then have the exception dates listed.

Can I cancel my subscription?
Yes, you can cancel your subscription online. In the Subscriptions tab, click on the subscription you would like to cancel. Once you see your trip information, the button to cancel your subscription is on top. Penalties will still apply for customers who “no-show” or “late cancel” trips.


Settings


How do I set up my contact information?
Log into your account, go to the Settings tab and click on the Alerts tab on the left side. Update your contact information. Click the + Add button to enter additional contact information. Remember to save your changes.

How do I list my contact phone numbers in the Settings tab?
The way your phone numbers are listed is the order in which the automated response system will attempt to reach you. Click on the arrows on the left to change your phone number order around. Preference will be given to the first phone number listed at the top. If you want the automated system to call you at any of your phone numbers listed, you must place a check in the check box associated with the phone number.

How do I select to be notified by text messages only?
To set this up, you need to be in the Settings tab, Alerts section. To enter the phone number for which you wish to receive text messages, click the + Add button at the bottom of the page. Select the new section type to be Text Message. Enter your phone number, select the name of your cell phone provider (e.g., AT&T, Verizon, Sprint, T-Mobile), and place a check in the corresponding checkbox. If you only want to receive text messages, make sure you have not checked off any of the other options to receive trip notifications. Remember to save your changes.

How do I select to be notified by email only?
To set this up, you need to be in the Settings tab, Alerts section. If you would only like to receive email messages, make sure the email field on top has your email address, and that you have checked off the checkbox to receive trip notifications. Make sure none of your other options are checked off to receive trip notifications, and remember to save your changes.

How do I delete a phone number in my contact information?
In the Settings tab, go to Alerts section. Click on the picture of the little trash can next to the phone number you would like to remove. Make sure to save your changes.

Why are there two sections asking for my email address?
    • The email field in the Account section is the login email you used to create your account. You can edit your login email address if needed.
       Make sure to save your changes.
    • The email field in the Alerts section is the email address at which you would like to receive email notifications. You need to check off the check box
       to receive trip notifications at this email address. Make sure to save your changes.

How do I change my password?
Once you log in to your account, you can change your password in the Settings tab, Account section. Click on Change Password.

What if I forgot my password for the website?
On the login screen, there is a link to Forgot your password? You can reset your password here. You can also call 1-877-337-2017 and ask to have your password reset by our Eligibility Unit.

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