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This system allows payment to be made for a single ticket using a contactless bank card or mobile device by placing the card or device near to the EMT buses validator ('tap & go' system).
Payment can be made with Visa or Mastercard credit or debit cards, as long as they are contactless, either physically or virtualised on a mobile device.
A bank card is contactless if it has this symbol on either side:
If your card is not contactless, you should request one from your bank.
At the moment, the system is operating on the Airport Express line. In the coming months it will be rolled out to include all lines and the entire EMT fleet.
The validator is located next to the driver, to the left of the screen as you enter the bus. It is the same validator used to validate the TTP or the Multi Card (remember, these tickets are not valid on the Airport Express).
This is unlikely to occur, because when a validator does not work the bus is withdrawn from service and replaced by another. In any event, if the validator does not work and you do not have cash, you must wait for the next bus with an operational validator.
a) If your bank card or mobile device does not work or is rejected by the validator, or if there is any other incident or anomaly that prevents you from paying for the ticket, you must inform the driver, who will try to resolve the situation.
b) If the incident cannot be solved immediately, you will have to pay in cash.
c) If the incident cannot be solved straight away and you do not have cash or any other functioning card, you must get off the bus.
There are two options:
a) If you opt for the 'tap & go' system, that is, you get on the bus and place your card or mobile device near to the validator in order to make the payment directly, you will not receive any ticket or receipt. The proof of payment for the ticket is the card or the device and therefore, you are will have to show them to an inspector should you be asked for your ticket. If you subsequently need a receipt or invoice for this payment, register on the website https://emtpay.emtmadrid.es and, from there under your username, you will be able to check your payments and obtain receipts and invoices.
b) If you want to obtain a physical ticket on board, you must request it from the bus driver who will offer you the option of paying by bank card or mobile device. Once you choose this payment option and after you have moved your card or mobile near to the validator, the driver will give you your ticket.
Yes. If you use the 'tap & go' mode, you must move the card or mobile near to the validator as many times as the number of tickets you want to buy. In this case, the card or device used to make the payment is the valid transport ticket, and is the only way to justify that you have paid for the service. So, in the event that each person is going to a different destination, the card holder or the person with the mobile phone with which the transaction was made must be the last one to get off the bus.
In the event that you ask the driver for the grouped purchase of several single tickets, you will receive as many tickets or receipts as passengers, so each user can have their own ticket and get off the bus when they wish. In this case, the maximum amount payable per transaction may not exceed €19.99.
You have the same rights and also the same obligations whichever method you use to pay for a ticket. In order to exercise these rights, you will have to prove with your card or mobile that you have paid using this method.
When you move your card or mobile phone near to the validator and the transaction or purchase is correct, the validator light will turn green and the following message will appear on the screen: “Aceptado. Buen viaje”.
If, for any reason, the transaction has not been completed and therefore the ticket has not been purchased, the validator screen will turn red and the following message will appear: “Pago denegado”. In this case, try moving the card or mobile near to the validator again. If the rejected payment message reappears, you will have to pay for your ticket in cash or use another bank card or mobile.
In order to carry out their work, inspectors use a device that shows them the tickets paid for by bank card or mobile phone. Once you have been asked for your card or your device, they will check that the first six and the last four digits for your transaction match one of the payments made that appear on their screen.
Yes. Like any other bank transaction in a purchase, the payment is totally secure: EMT does not store any of the personal data contained on the card.
You are obliged to show the card or mobile phone with which you have made the payment to a duly identified inspector. If you do not, you will be penalised for travelling without a ticket with a fine equal to 20 times the value of a single ticket..
In the unlikely event that you receive an undue charge on your card or mobile phone, you will be able to claim a refund through the EMT claims system:
In all cases, and in order to expedite the return of the unduly collected amount, you must include the following information:
The complaint cannot be processed, nor the money returned, without this information. For security and to avoid undue charges, remember to ensure your bank card remains away from the validator during the journey.
When the transaction with the card or mobile phone is correct, the validator beeps and the following message appears on the driver's console screen: Tarjeta EMV-O aceptada. If, on the other hand, there is a problem with the card, the beep will be different and the driver's console display will show the following message: Tarjeta no reconocida.
The web address of the User Portal is: https://emtpay.emtmadrid.es To register, you must provide the requested information; you will then receive an email to activate your account. If you do not receive this email, check your junk email inbox (spam).
Check your junk email inbox (spam).
Make sure you have registered the bank card you use to make the transactions.
Make sure you have a PDF reader installed, that you are registered in the User Portal and that you have registered your bank card.
You have to register the bank card with which you carry out your transactions on the bus in order to be able to download the travel receipts. Otherwise, you can check the charges on your bank statement.
We only register the first six and last four digits of your card, so that we can check, if necessary, that you have made the payment correctly. In addition, we store a card identifier to be able to manage transactions through the payment gateway.
Yes, it has the same validity (it is a simplified invoice).
Yes, if you want to download the travel receipts associated with each of the cards you must register them all.
Yes, in the User Portal you can remove a card at any time; in this case, you will not be able to download the travel receipts associated with that card.
Even if your card is about to expire, you can still download the travel receipts associated with the card. We advise you to register your new card in order to be able to download the receipts for the new trips that are paid with it. Please note that even if your card retains the same numbers, if the expiry date changes, it is, for all intents and purposes, a new card.
The buses will be identified on the outside and inside with the company logos of the cards accepted (Visa and Mastercard) and the 'contactless' symbol. In any case, this payment option will be operational throughout the entire fleet by the end of the first half of 2019. To pay with a card or mobile device, use the validator closest to the driver.
If you want to obtain a physical ticket on board, you must request it from the driver before placing your card near to the validator; the driver will then offer you the option of paying by bank card or mobile device. Once you choose this payment option and move your card near to the validator, you will receive your travel ticket.
a) New or renewed cards. For security reasons, if your contactless card is new or has just been renewed, it probably will not work for contactless payments until a chip and PIN transaction has been completed first.
b) My card works in other shops but it is not accepted on the bus. You may be able to use the card in other shops, but it is not accepted for travel on the bus. This may be because it is not a contactless card (i.e. it requires the use of a chip and PIN). Make sure your card is 'contactless' and displays this symbol
Occasionally, your card may be declined because there are no funds; because the card is damaged; because there are unpaid trips; or because it has expired. In all these cases, you should contact the card issuer or your bank.
All the contactless cards issued by Visa and Mastercard as well as virtualised cards on mobile devices.
The charge corresponding to the current fare and the number of tickets purchased is made each time you pay for one or several single tickets with a contactless bank card on board the bus. You can view your payment history and download the receipts (simplified invoices) for each trip on the User Portal website (https://emtpay.emtmadrid.es) On your bank statement you will be able to see an entry for each trip made and paid for with the registered bank card you used to make the purchase.
If several tickets are paid for jointly through the driver, the total amount paid in that transaction will be reflected.
If you carry your bank card in your wallet or purse, you must take it out and bring it closer to the validator to a distance of less than one centimetre.
Some cards or contactless payment methods do not allow offline payment, which is what is used in our terminals. Check with your card issuer or bank.