Is there something special you have to do to get an auto top up to start working? Our family has 5 cards and we have only managed to get the auto top up working on 1 of our cards after multiple attempts and failures.
It appears you need multiple tag on/off to initiate the process? Is it more than 4?
Recently had another failure. Daughter's card had an auto top transaction pending but after 4 tag on/offs it just refuses kick in and now the card is without balance. Calling CS is absolutely useless. I've have now given up on auto top up and have been forced to load $200 per card and have to keep logging in to check balances.
You typically only need need one tag on/off the next day. If you request it via the web site on Day 1, it will push out an instruction to enable auto top-up on your card to all the stations/piers/buses overnight, and on Day 2 your first tag on will (in >99% of cases) receive an instruction to enable auto top-up.
There are some rare cases where you may get a vehicle that didn't get the instructions overnight but I would be surprised if you came across four of them in a row. Another case where you will not get the auto top-up applied is when you attempt it too soon (e.g. same day).
I would also check that you have requested the auto top-up correctly via the website and try tagging on no earlier than the next day. You can also get a card info printout at a top-up machine which should tell you whether the auto top-up is enabled or not.
No need to keep logging into the website to check balances. The AT machines tell you the balances every time you tag on/off and the balances they report are the exact balances (unlike the website which offers a delayed version of data much like Visa/MC/Amex does).
Thanks, I don't know what I am doing wrong then but I definitely don't find one tag on initiates it. The next tag on sends me this email only:
Auto Top-Up on your AT HOP card xxxxx has been successfully set up.
Once your Auto Top-Up is active, your HOP Money balance will be automatically topped up by $xxx when it reduces to your pre-set threshold limit of xxx " ...along with the a lot of t&cs
Thereafter multiple tag ons which breach the threshold don't actually do the top up and I have to do a manual top up. Like I said, it worked once on one card but I cant get it to work again.
I can see my balance on the bus terminal but asking young kids to check their balance that way is not feasible....