Is OMNY down or not working today?

You forgot your OMNY password

You can reset it from Sign In on the OMNY website, or call OMNY Customer Service at 877-789-6669.

• Click Sign In at the top of omny.info and follow the Forgot password? steps to get a reset email, or call 877-789-6669.
• OMNY Customer Service answers at 877-789-6669.

You don't remember your OMNY username

Your username is the email you registered with.

• Try the email address you used to register.
• Still unsure? Call OMNY Customer Service at 877-789-6669; you may need to verify your identity.

You forgot your OMNY PIN

The PIN can be reset in Account Settings.

• Log into your account and go to Account Settings, or contact OMNY Customer Service by phone.

Your card or phone is declined at the OMNY reader

The issue is usually with that card or wallet; another payment method gets you through.

• Try a different payment method to complete your ride.
• Contact your bank about the card; for a digital wallet, remove and re-add the card.
• Sign in to your OMNY account to troubleshoot blocked payment methods.

OMNY has blocked your payment method

Unpaid fares must be reauthorized before the card works again.

• Fix the issue with your bank, then call OMNY Customer Service at 877-789-6669 to reauthorize unpaid fares.
• Allow up to 15 minutes for the card to be accepted again.

The wrong card in your wallet was charged by OMNY

Tapping a wallet with several contactless cards can charge the wrong one.

• Take your preferred card out and tap it alone.
• On a phone, select the card in your mobile wallet before tapping.

You see an OMNY charge you don't recognize

It may be a temporary bank pre-authorization; your trip and charge history confirms it.

• Check your trip and charge history on omny.info.
• Still wrong? Contact OMNY Customer Service at 877-789-6669, 24/7; disputes must be filed within 180 days.

A pending OMNY charge appeared on a free trip or transfer

Pending charges are bank placeholders and drop off if the tap was free.

• Wait for your bank to remove the placeholder; questions about it go to your card issuer.

You were charged after you should have hit the OMNY fare cap

Trips count toward the cap when you use the exact same payment method each time.

• Use the exact same card or device each time: a physical card and its phone version count separately.
• Check your trip and charge history; if overcharged, call 877-789-6669.

You didn't get a free OMNY transfer

Free transfers need the same payment method and are valid within two hours of your first tap.

• Tap with the same payment method for each part of your trip, within two hours; if you were still charged, call 877-789-6669.

Your bank card or phone used for OMNY was lost or stolen

Your bank cancels the card; OMNY lets you suspend it so the MTA blocks it.

• Contact your bank to cancel or freeze the card.
• Log into your OMNY account and suspend the card, or call 877-789-6669.

Your OMNY Card was lost or stolen

A card linked to an OMNY account can be suspended and its balance moved to a replacement.

• Suspend the card in your OMNY account and transfer the balance to a replacement.
• No account? Give Customer Service the 18-digit card number, CVV and expiration date if you kept them.