Troubleshoot U-PASS

Troubleshooting Issues with your U-PASS

The ID Center is always happy to help troubleshoot issues with your U-PASS. You can call (312-413-5940), email (upass@uic.edu), or visit our office in Student Center East (SCE). If you'd like to troubleshoot the issue yourself, we recommend the following steps:

Requirements for eligibility:

  1. an iCard photo MUST be on file (and is usually accomplished when you obtain your iCard for the first time)
  2. you MUST set your OPT-status to OPT-IN in the application: https://go.uic.edu/fall_upass  or   https://go.uic.edu/spring_upass (depending on the semester)
  3. you MUST be enrolled for 6+ credit hours of course work - after you change your enrollment it takes 24 hours to update across campus systems

Setting your OPT-status:

  1. Students have the option to utilize the U-Pass or U-Pass+ benefits, it isn't mandatory.
  2. In order to set your status, visit the OPT-application: https://go.uic.edu/fall_upass  or  https://go.uic.edu/spring_upass
  3. If the application produces a spinning wheel, it means you have not met one of the aforementioned eligibility requirements.
  4. If you wish to participate in the U-Pass (CTA) benefit, select U-Pass / If you wish to participate in the U-Pass+ (CTA+Metra) benefit, select U-Pass+
  5. If you select U-Pass+, you are asked to enter line and station information, but this is for Metra's informational context only. You will NOT be limited to a single station or single line (except the south shore line, which is not a part of the program)
  6. Changes made to your OPT-status take 24 hours to process.
  7. Changing your status does not mean the benefit will activate in real-time. (Attempted use of the U-Pass prior to the benefit being activated will result in the CTA charging you a fee.)
  8. If you believe there is an error with the account name provided during the U-Pass+ enrollment, and the Metra pass hasn't loaded into the Ventra app, contact the Metra directly for assistance - call: 312-MYMETRA

OPTING-OUT:

  1. Students have until a specific date to make changes to their status, this is typically 2 weeks after the start of a semester. Students who no longer wish to participate in the benefit can OPT-OUT before the OPT-OUT deadline, in order to see the CTA transit fee reversed/refunded.
  2. Students are NOT ABLE TO OPT-OUT AFTER THE DEADLINE. After the deadline, UIC pays Ventra for the active benefits and the program locks for the semester.

Card Renewal:

  1. Ventra U-Passes are automatically renewed by Ventra, and mailed to the UIC ID Center. This is generally done one month before the posted expiration date on your current Ventra U-Pass.
  2. Ventra will only send a renewal if the student is eligible and active in the benefit.
  3. If a student is not active or eligible for the benefit when their current Ventra U-Pass expires, Ventra will not send a replacement until the student is again eligible and active.

U-Pass: INSUFFICIENT FARE error?

  1. Check for a negative balance.
  2. Visit ventrachicago.com. After logging in with your card's serial number and expiration date, you can check that your card has a balance of $0.00 or greater. If the balance on the card is negative, add funds to bring the balance to $0.00 or greater. If you believe the balance is incorrect, contact the CTA via the number on the back of your card. Unfortunately, the ID Center cannot provide any assistance related to negative balances.

U-Pass+: Metra sent you an email receipt for $135?

  • You can simply disregard this email - it illustrates when Metra add the monthly pass to your account. It's a confirmation email only. There is no money being taken.

U-Pass+: You don't see the monthly pass and it's been over 24 hours since you became eligible and are set at OPT-IN -

  • Call Metra customer support to ensure that your Ventra user name is correct. 312-MYMETRA

Although this is more rare, determine if your card is physically defective. Does the Ventra system on a bus or train respond when tapping your card? If there is an issue with your account, you should see a red light or stop message. If there is no response, you may have a physically defective card. If you believe the card is defective, visit the Ventra service center at 567 W. Lake St.

If none of the above steps assists in determining why your U-PASS is not functioning as expected, contact the ID Center at upass@uic.edu. Please provide your UIN and any pertinent information. For emails sent before 5:00 PM, we will respond by the end of the next business day.

 

Check your student account via my.uic.edu. Check that you have been assessed the CTA Transportation Fee for this semester. If you have been assessed the fee, but within the past 3 business days, your pass may still be in the waiting period for activation. If you have not been assessed the fee, you may not currently be registered as a student with 6+ credit hours. Be mindful of the above-listed waiting periods if you've registered after the deadline.

Check your current registration via my.uic.edu. To be eligible, students must be officially registered for the number of credit hours listed below. Intent to register or registration issues due to holds or class availability are not considered officially registered.

  • Undergraduate students - 6 credit hours, 6 summer
  • Students in the Graduate College and School of Public Health - 6 credit hours, 6 summer
  • Students in the College of Pharmacy, College of Dentistry, Doctorate of Physical Therapy, and College of Medicine that are assessed student fees - 6 credit hours, 6 summer
  • Students in some fee-paying special programs.

If you have a new U-PASS (for the first time or as a replacement), activate your U-PASS. Call 877-450-5328. Have your UIN, U-PASS card number, and expiration date ready before calling.