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Transit App Payment Processing Delays
KRT customers who made mobile fare purchases using the EZfare platform in the Transit app have experienced transaction processing delays. The EZfare payment platform is operated by Masabi which is the third-party payment processor for mobile fare purchases via the Transit app (displays in Transit app as EZfare). When KRT became aware of these irregularities, we contacted Masabi immediately to investigate these assertions.
Masabi acknowledged an error in the remittance process for transactions involving mobile fare purchases and provided the following statement: Masabi has become aware of an issue where users experienced backdated charges on their bank statements due to an unexpected delay in processing the payments for tickets through the Ezfare mobile app and Transit app. Riders were able to purchase and use the services as usual, but the payments for those tickets were delayed. Fare payments are now processing correctly. We apologize for any confusion or inconvenience as a result of this issue. Any transactions impacted by this issue are being refunded.
Sean Hill, Executive Director of KRT, added the following statement, “KRT apologizes to its customers for these processing delays. Customer service is paramount to us and we look forward to continuing to offer innovative solutions that improve the public transportation experience for KRT passengers.”
Our partners at Transit offered the following statement: “We’re committed to providing a better experience for KRT riders who received delayed ticketing charges on March 20,” said David Block-Schachter, Chief Business Officer at Transit. “As transit riders ourselves, we know how essential it is for communication about fares to be clear, and how jarring an unexpected charge can be long after you’ve bought your ticket. Any KRT riders who have purchased tickets through the Transit app since November 2023 will automatically receive refunds in the coming days, and affected riders should reach out to our support team if they need more information or assistance.”
Customers needing refund assistance can email info@rideonkrt.com
Masabi acknowledged an error in the remittance process for transactions involving mobile fare purchases and provided the following statement: Masabi has become aware of an issue where users experienced backdated charges on their bank statements due to an unexpected delay in processing the payments for tickets through the Ezfare mobile app and Transit app. Riders were able to purchase and use the services as usual, but the payments for those tickets were delayed. Fare payments are now processing correctly. We apologize for any confusion or inconvenience as a result of this issue. Any transactions impacted by this issue are being refunded.
Sean Hill, Executive Director of KRT, added the following statement, “KRT apologizes to its customers for these processing delays. Customer service is paramount to us and we look forward to continuing to offer innovative solutions that improve the public transportation experience for KRT passengers.”
Our partners at Transit offered the following statement: “We’re committed to providing a better experience for KRT riders who received delayed ticketing charges on March 20,” said David Block-Schachter, Chief Business Officer at Transit. “As transit riders ourselves, we know how essential it is for communication about fares to be clear, and how jarring an unexpected charge can be long after you’ve bought your ticket. Any KRT riders who have purchased tickets through the Transit app since November 2023 will automatically receive refunds in the coming days, and affected riders should reach out to our support team if they need more information or assistance.”
Customers needing refund assistance can email info@rideonkrt.com