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Umo Frequently Asked Questions

General

What is Umo?

Umo is Metro’s new contactless, account-based fare payment option that allows riders to board Metro and manage accounts with a mobile app, a smart card, or a paper token.

Can I use both the app and the card?

No, you must choose to use either the app or the card, but not both. You can use a paper token any time, but it will not be associated with your Umo account.

Do I have to use Umo?

Umo is only required on ORBT beginning October 1st. For bus and MOBY riders, Umo is simply a great new option!

Can I still use Metro paper tickets or passes?

  • Metro will continue to sell 30-day unlimited ride passes, which can be purchased at Metro’s office, online, and through a variety of retail outlets.
  • Fareboxes, which remain on Metro buses and MOBY vehicles, will continue to take paper tickets, passes, and cash, and will continue to honor and dispense value cards for cash overpayment.
  • ORBT riders use Umo for fare payment. Riders can use Umo readers at any of the ORBT doors, and periodic fare inspectors will check for proof of payment. Riders can use 30-day unlimited ride paper passes on ORBT, and should have them ready for periodic fare inspection. 10-ride and single ride paper tickets cannot be used on ORBT; instead, they should be used on other routes or exchanged at the Metro office for Umo credit.
  • ORBT does not have fareboxes on board. Riders pay for their trip with the Umo app or smart card. Paper tokens can be purchased at the ticket vending machines located at ORBT Stations, the Westroads Transit Center, and the North Omaha Transit Center.

Where can I get the Umo app?

The Umo app is available for free in the App Store and Google Play.

Where can I get a Umo card?

Umo cards can be purchased at the Metro office and ordered online, or by calling Customer Service!

Where can I get a Umo paper token?

One-ride Umo paper tokens can be purchased at the Metro office and at ticket vending machines at ORBT Stations, the Westroads Transit Center, and the North Omaha Transit Center.

What are the benefits of Umo?

Instead of paying for individual ride tickets as they do now, riders can manage and load money into wallets online or with the Umo app, as well as at select local retailers or ticket vending machines. They board by holding the Umo app or smart card to the recently installed Umo readers, located near the front doors on Metro buses and MOBY vehicles, and at all three doors on ORBT vehicles. Fares are deducted from a rider’s wallet. This helps secure funds for riders, reduce contact on board, and make the fare purchase and boarding process more accessible.

Monthly fare capping (see below for more information) provides riders with the benefit of 30-day unlimited ride passes without needing to pay for the full price upfront.

When can I start using Umo?

The Umo system was made available for public use on all bus and MOBY paratransit trips on Monday, September 20th. ORBT fare collection with the Umo system began on Friday, October 1st.

How do I create an account?

  • If you are using the Umo app, you will be asked to create an account when you download the app.
  • If you are using a Umo card, please visit umopass.com. You can set up an account with your registration credentials and your Umo card number.

I got an email from Delerrok about Touchpass. What is that?

Umo is a new product from a vendor company called Cubic. Previously, the product was called Touchpass and owned by a company called Delerrok. Eventually, all vendor communications will reflect the Umo brand.

Do I need to register my card?

You can use a Umo card without creating an account. Creating an account and registering your card will allow you to load value through your account online, keep your account balance/wallet online instead of on the card – which is helpful if it gets lost or damaged, and benefit from fare capping.

Can I trade in paper tickets or passes for Umo credit?

You can continue to use paper tickets and passes for bus and MOBY trips or bring them into the Metro office for Umo credit.

Can I use Umo if I qualify as a half-fare rider?

  • Absolutely! If you qualify for half-fare, you will need to verify your eligibility at Metro’s office and obtain a Umo half-fare card. Half fare categories include senior citizens, Medicare card holders, and disabled individuals. For more information, visit ometro.com/fares.
  • If your half-fare ID is still valid, you will just need to present it at the front desk to verify eligibility and we will provide you with a half-fare Umo card.
  • If your half-fare ID is not valid, you will need to submit a new half-fare application.

Does it cost extra to use Umo?

There is no additional cost to use the Umo system; the only cost will be in your bus fare. The Umo app is free to download. Cards will be provided for free until 2022, when they will cost $2 per card.

Is there a cost to replace a card?

For the rest of 2021, it will be free to replace a Umo card. Starting in 2022, Umo cards will cost $2.

How do I pronounce Umo?

“You-mo,” because the focus is on YOU when it comes to mobility. 😁

Account Management

How do I load money?

  • If you’re using the app, select “Add Cash” from the Directions home screen or within the Wallet. You can then choose from preselected amounts or enter your own. Once you select your preferred amount, choose “Purchase”, and enter your payment information.
  • If you’re using the card, go to umopass.com and log in. Select “Buy” and “Add Stored Value” to add money to your account. You can choose from preselected amounts or enter your own. You can also add money at ticket vending machines at ORBT Stations, the Westroads Transit Center, and the North Omaha Transit Center.

Will my money automatically go into my Umo account?

Yep! Your account is stored in the cloud. Added funds will automatically appear in your account.

Is there anywhere else I can get a Umo card or load money?

Umo cards can be purchased at the Metro office and ordered online, or by calling Customer Service!

Metro is in the process of adding retail outlets, corporate partners, community organizations, and other groups that are interested in expanding access to the transit system to the Umo network.

What if my account gets low?

  • Umo reader displays will notify you if you account has a low balance of $5 or less. Umo users can also check their remaining balance in their app or online account.
  • Users can set their accounts to auto-load funds when their account reaches $5 at increments of their choice. App users can toggle this setting in the app from within the wallet. Card users can select the auto load feature within the online account.

Can I switch from the app to the card, or the card to the app?

To switch from card to app, download the “Umo Mobility” app and register with your card number. To switch from app to card, contact Metro Customer Service.

Boarding + Umo Readers

How do I board with the app?

Bring up your QR Code from the Directions home screen or within the Wallet. Hold your phone about 6 inches from the camera on the reader, placing the QR code within the white brackets on the screen until the reader registers your fare.

How do I board with the card?

Tap your card at the bottom half of the reader. Umo smart card users do not swipe their cards at the card swipe option attached to the Umo reader.

How will I know if my fare was accepted?

  • The reader will flash green and make an acceptance noise if the payment is accepted.
  • The reader will flash red and make a denial noise if the payment is denied. Riders must add money to their account to board.

What happens if my card or app doesn’t work?

If you have any issues with your app or card, please call Metro’s Customer Service line at (402)341-0800.

The Umo reader said I had a low balance. What does this mean?

In the Umo system, a low balance is less than $5.

ORBT

How will fares work on ORBT?

  • While paper passes and tickets continue to be accepted at fareboxes on Metro buses and MOBY vans, ORBT will use Umo for fare payment. Riders can use Umo readers at any of the ORBT doors, and periodic fare inspectors will check for proof of payment.
  • Riders can also use Metro 30-day unlimited ride paper passes or valid paper transfers on ORBT and should have them ready for periodic fare inspection. Metro 10-ride and single ride paper tickets cannot be used on ORBT; instead, they should be used on other routes or exchanged at the Metro office for Umo credit.

How will pass programs work on ORBT?

Participants in school pass programs – including UNO’s MavRide, UNMC’s TravelSmart, MCC’s Pass to Class, College of Saint Mary’s CSM 2 Go, and Metro’s K-12 Rides Free pilot program – will continue to use fareboxes on buses and MOBY vans or show IDs to drivers. On ORBT, they will board without swiping their cards, but must have IDs available for periodic fare inspection.

How will transfers work between bus and ORBT?

When transferring between ORBT and bus while using Umo, the system will recognize boarding activity and automatically grant a transfer. If transferring to ORBT from a Metro bus and not using Umo, riders should bring paper transfers for periodic fare inspection.

How will fares be enforced on ORBT?

Periodic fare inspectors will check for proof of payment.

Will I have to show IDs for periodic inspection?

The only IDs that riders will need to be prepared to show are those that participate in school pass programs.

Can I board ORBT without a card or app?

  • Umo ticket vending machines, located at ORBT Stations and the Westroads Transit Center, will dispense single-ride paper tokens. Ticket vending machines are also being added to the North Omaha Transit Center. These tokens will not apply toward fare capping.
  • Riders can also use Metro 30-day unlimited ride paper passes and valid paper transfers on ORBT and should have them ready for periodic fare inspection. Metro 10-ride and single ride paper tickets cannot be used on ORBT; instead, they should be used on other routes or exchanged at the Metro office for Umo credit.

Ticket Vending Machines (TVMs)

What is a ticket vending machine (TVM)?

A TVM is a purchasing terminal that allows riders to access the Umo system even if they don’t currently have a Umo card or app. Riders can purchase paper tokens and manage their accounts. TVMs are available at the Metro office, ORBT Stations, and the North Omaha and Westroads Transit Centers

What if I overpay for a paper token?

Change will be issued in the form of a Change Ticket, which can only be added to a Umo account or a future paper token purchase from the TVM. Change Tickets cannot be exchanged for money or used as bus fare.

Are there different paper tokens?

Paper tokens issued from TVMs are printed on a receipt. Paper tokens purchased from the Metro office or another retail outlet are printed on more durable paper.

MOBY

Does Umo work with MOBY?

Yes! Umo readers are located on board all MOBY vehicles. The system will recognize if a rider is boarding a MOBY vehicle and charge the $2.50 fare for a MOBY ride.

Will I need a new MOBY ID card?

The only ID required for Umo is a specific card for half-fare riders.

What if I can’t access the Umo reader?

Metro is currently looking at alternative placement options for the Umo reader on MOBY vehicles, and the possibility of using hand-held devices that the driver can bring to the passenger. The relocation and hand-held devices are works in progress.

Fare Capping

What is fare capping?

  • Umo will recognize how much fare a rider pays in a calendar month and cap payments when the monthly ride cost is reached – currently $55 for full fare riders and $27.50 for half-fare riders. When boarding with the Umo app or card, the system will allow riders to ride fare-free for the rest of that month once they have reached the cap.
    • For example: a rider loads $30 on September 1st and uses the entire amount in their first week. They then load an additional $30 on September 8th. They reach $55 on September 14th, at which point the rest of their rides in September will be free! They’ll have $5 to use in October and can reload their account at any time.

Does fare capping apply to MOBY vehicles?

  • No, fare capping is not available on MOBY vehicles. However, MOBY trips do apply toward a fixed-route monthly fare cap.
  • For example: a MOBY rider pays $55 in MOBY trips during the first three weeks of a month. If that rider were to board a fixed route or ORBT bus, they will have met the cap and their rides for the remainder of that month would be capped and they would not be charged.

Do I still tap my card or scan my app to board with Umo if I have reached the fare cap?

Yes. The reader will accept a rider’s Umo card or app and show that they have reached the monthly cap on the display,

If I reach a fare cap, can I share my card or phone with someone else to use?

The Umo system is set up to recognize one account per user. If an app or card is passed to another individual to use, the Umo reader will decline the fare.

Other Umo features

How do I plan trips in the app?

To plan your trip on the Umo app, tap the “Where do you want to go?” toolbar. From there, you can enter your destination, choose on the map, or select a Favorite. You can choose to depart now, set departure or arrival times, or view the last option for the day. Press the green “Go” to begin your trip with directions.

Can I get notifications or view service alerts?

The Notification Center and Agency Alerts are works in progress. We will post updates when these features are fully available.

Can I still use the trip planning features of the app if I use a Umo card?

Yes! When you download the Umo app, you will be asked to register an account. Choose “Maybe later,” and you will be able to use the other features of the app.

Is real time bus tracking an option?

It will be soon! Metro is working with the app development team to add real-time arrival information to the Umo app.

Other questions

Are there Umo training resources available?

  • Yes! Metro is adding training information at ometro.com/umo/.
  • We have also partnered with Outlook Enrichment to provide training resources for those that experience vision loss. To coordinate training, call 531-365-5051 or email info[at]outlooken.org.

Is MyRide OMA still available?

Yes, riders can still use MyRide OMA to plan trips, track buses, and receive service notifications.

Glossary of terms

Umo smart card

Sometimes referred to as “Umo Pass” or just “Umo card,” this plastic, reloadable card will allow riders to board at Umo readers by tapping their card to the bottom half of the reader.

Umo mobile app

Sometimes referred to as “Umo app” or just “app,” this mobile application provides riders with an online wallet, trip planning, bus/bus stop exploration, and more.

Umo paper token

A single-ride token with a QR code printed on paper. The QR code should be held up to the Umo reader.

Auto-load

A setting in a rider’s account to automatically re-load their account once their account reaches a low balance (Umo defines this as $5).

Fare capping

When Umo automatically recognizes how much you pay in a calendar month and “caps” your payments at $55 (or $27.50 for half-fare riders). When boarding with the Umo app or card, the system will allow riders to ride fare-free for the rest of that month once they have reached the cap.

Umo account

A cloud-based account that holds a rider’s fare payments. When a rider uses their Umo app or smart card at the Umo reader, the system will deduct that fare from a rider’s Umo account.

Stored value

Umo online accounts will display an “add stored value” option. This is just another way to say “add money” to the account.