General Overview

 

What is GoTucson?

 

Traveling in Tucson has never been easier with the multi-purpose GoTucson app! GoTucson is the first complete app to combine payment options for parkers and transit riders. Users can quickly and easily pay for their Park Tucson parking session or their Sun Tran, Sun Link, or Sun Shuttle fare from any internet-connected device. With GoTucson, you can:

• Find and pay for parking
• Buy passes for Sun Tran, Sun Shuttle, and the Sun Link Streetcar
• Track your history

 

Where is GoTucson offered?

 

GoTucson is offered on all parking spaces operated by Park Tucson and on transit routes operated by Sun Tran, Sun Link, and Sun Shuttle. Look for GoTucson signage and decals on parking meters; at bus stops and rail stations; and on buses and trains.

 

How do I get started?

 

Getting started is easy! All you need is a credit or debit card. Choose one of the methods below:

• iOS or Android users: Download the free GoTucson app to your device from the Apple App Store or Google Play Store.
• Other mobile device users: Sign up by visiting GoTucsonApp.com from any web browser.

Your wireless carrier’s message and data rates may apply.

 

 

What do I do if I don’t have a smartphone?

 

To purchase a Park Tucson parking session, you can pay through our automated IVR touch-tone system by calling (520) 441-3752. We recommend signing up for an account at GoTucsonApp.com beforehand to simplify the payment process.

Currently, regional transit fares cannot be purchased with the GoTucson app. You can still purchase a ticket from the existing ticket counter or machine.

 

How do I get the app?

 

The free GoTucson app is available for download from the Apple App Store and the Google Play Store.

 

 

Is there an app for Blackberry or Windows Mobile users?

 

At this time, there is no app for Blackberry or Windows Mobile phones, but users can purchase their parking or transit fares from any mobile web browser by going to GoTucsonApp.com.

For an app-like experience on a Windows Mobile phone, you can take advantage of the Pin to Start feature in Internet Explorer. To do so:

• Open Internet Explorer on your Windows phone.
• Navigate to GoTucsonApp.com and allow the page to fully load.
• Tap More in Internet Explorer, then tap Pin to Start.

Following the instructions above allows you to pin the GoTucson mobile web application page to your Start screen and use it like a dedicated Windows phone app. For additional instruction on the Pin to Start feature, please visit the Windows phone how-to page.

 

Can I download the app on my tablet?
Yes, the GoTucson app is available for download from the Apple App Store and the Google Play Store.
Am I enrolling in anything automatic?
No. GoTucson is a mobile payment application that will only charge your card when you make a purchase.
Is my information secure?
We take securing our customers’ data extremely seriously. We follow very strict security standards set by the payment card industry (PCI-DSS Service Level 1). This includes routine external audits of our system’s security as well as transmitting all data over SSL-encrypted communication channels.

Parking

 

How do I pay for parking using GoTucson?

 

 

You can pay for your parking sessions in GoTucson by either an individual credit or debit card or with a Park Tucson Prefunded Account.

 

STEP 1: To begin, access the Enter Zone screen by logging in to GoTucson and pressing Parking or by going to the Side Menu and pressing New Session.

STEP 2: Enter your space’s Zone Number. (For more information, see: What’s a Zone Number?)

STEP 3: Enter your Space Number

STEP 4: Select your Length of Stay

STEP 5: Select your Payment Method

STEP 6: Confirm your parking session details.
Once you see the countdown timer, that’s it! You’ve successfully paid for parking with GoTucson.

 

 

How do I extend my parking with GoTucson?

 

 

One of the benefits of GoTucson is the freedom to extend your parking session (up to the maximum time allowed) from anywhere, like a restaurant, office, or residence, right from your phone.

 

If you’re using GoTucson and your phone has cellular data service or WiFi, you will receive an alert when you have 10 minutes left on your parking session. You can monitor how much time is left on your session from the app by clicking the Side Menu (the three horizontal bars in the top left corner) and selecting your Active Parking Session.
For more information, see Why is it that sometimes I can extend parking and sometimes I can’t?

 

Can I still use the meters?

 

 

Yes. If you choose, you can still pay for parking the traditional way by using the meters.

 

Without paying at the meter, how do parking enforcement officers know that I have paid for parking?

 

Park Tucson’s “smart” parking meters will update to reflect time purchased in the GoTucson app. Parking enforcement officers will be able to see at the meter that you have paid for parking.
In addition, once you’ve purchased parking with GoTucson, the Zone and Space Number information that you’ve entered is immediately sent to parking enforcement’s monitoring system. Enforcement personnel determine if you have paid by looking up your Zone and Space Number on a handheld device. You do not have to display any proof of payment on your vehicle

 

What are the hourly parking rates?

 

Depending on where you’ve parked, hourly parking rates may vary. For a list of parking rates, please visit the City of Tucson’s website here. There are also signs posted in parking locations with rate information and information on parking regulations and restrictions.

 

Are there additional charges besides the parking rate?

 

When parking time is purchased through GoTucson, a convenience fee of $0.25 is charged for each transaction. GoTucson will inform you of the convenience fee and you will be asked to confirm a transaction before you are charged.
This additional convenience is on pay with other U.S. cities that have adopted mobile payment systems for metered parking, including Chicago, San Jose, Louisville, Omaha and Salt Lake City. Typical convenience fees range from $0.25 to $0.45.

 

How do I know if GoTucson is available where I parked?

 

GoTucson is currently available in all Park Tucson-operated spaces. Just look for the GoTucson decal at your space to find the Zone and Space number information you’ll need when paying with the app or online.

 

Can I use GoTucson at metered parking not operated by Park Tucson?

 

No. GoTucson is currently only available at Park Tucson-operated parking spaces.

 

What’s a Zone Number? How do I locate my Zone Number?

 

A Zone Number, found on all GoTucson parking meter decals, identifies the are where you are parked. GoTucson decals can be found on the side of all Park Tucson meters. Currently, there are 4 GoTucson Zones:

 

Zone 5201: Downtown

Zone 5202: 4th Avenue

Zone 5203: University

Zone 5204: Mercado/Mission
Be sure you’ve entered the correct Zone Number for your vehicle’s parking space. Entering the wrong zone number may result in a parking citation.

 

Why is it important to use the correct Zone Number?

 

Each parking location may have different parking restrictions and hours of operation or length of stay. Entering the wrong Zone Number may result in a parking citation.

 

If I don’t have my mobile phone with me, can I use a different phone to pay for parking?

 

Yes. Although your phone number, and thus your phone, is linked to GoTucson for security and verification reasons, you can start another account on a different phone and pay for parking with the new phone number. You may also use your email address to login on a different phone, however you’ll need access to your email account to verify your GoTucson account. If you don’t have a mobile phone with you, make a payment at the meter located at your vehicle’s space. Additionally, if you’re with someone who has a GoTucson account, they can pay for your parking by simply paying for your session and you can repay the favor in the future!

 

Why is it that sometimes I can extend parking and sometimes I can’t?

 

You may be unable to extend parking if you are outside a Zone’s hours of operation or due to a parking restriction (such as trying to purchase time beyond the maximum parking time limits allowed in that Zone). When you purchase parking, you are not permitted to purchase more time than the allowed length of stay. Make sure you check for rates and parking restrictions on the meters and permanent or temporary signage in order to avoid a ticket.
Like many apps or mobile services, GoTucson requires a good cellular or Wi-Fi signal. The connectivity of your personal devices is not under our control, and if you experience failure in wireless service, you will be unable to extend your parking session remotely. In such circumstances, please pay for parking at the meter nearest to your vehicle

 

I parked using the wrong Zone or Space Number. Can I change it?

 

Unfortunately, you cannot change a Zone Number once your parking session has started, so please remember to review your parking session details before confirming. Make sure you check for rates, parking restrictions on the meter and permanent or temporary signage in order to avoid a ticket.
If you accidently purchase a parking session with the incorrect Zone or Space Number, please contact Park Tucson for assistance. If you do not purchase a session with the correct Zone and Space Numbers, this may result in a parking citation.

 

How do I know if my parking time was processed?

 

The GoTucson app or mobile web session screen shows the start and end times of your parking session. Additionally, a countdown timer will show the remaining amount of time to your current parking session at any point in time.

 

My friend wants to park but doesn’t have a smartphone, what should I tell them?

 

You can also pay for parking using GoTucson’s automated IVR touch-tone system by called (520) 441-3752.
PLEASE NOTE: This phone number is for PAYING BY PHONE ONLY.

 

Can I park multiple cars?

 

Sure! Just click “New Parking Session” in the Side Menu (the three horizontal bars in the top left corner) to start a new parking transaction.

 

Can I change my parking notification alert to something other than 10 minutes?

 

At this time, the time period for the notification alert feature cannot be changed.

 

Does GoTucson require a minimum amount of time for a parking transaction?

 

Yes. GoTucson requires a minimum purchase of 1 hour.

 

My phone battery has run out and I can’t pay for my parking with GoTucson. How can I pay for my parking?

 

Please return to the location where your vehicle is parked and pay at the meter. GoTucson is not responsible for any issues due to failure or malfunctions with your wireless device.

 

Transit

Where can I use mobile ticketing?

You can use GoTucson mobile ticket on all vehicles in the Sun Tran system, including Sun Tran, Sun Link, and Sun Shuttle fares.

How do I purchase a mobile ticket?

A mobile ticket can be purchased through the GoTucson app or by going to GoTucsonApp.com.

STEP 1: To begin, access the Select Fare screen by logging in to GoTucson and pressing Transit or by going to the Side Menu and pressing New Ride.
STEP 2: Select Fare Type
STEP 3: Select the quanity of tickets you wish to purchase
STEP 4: Select a payment method
STEP 5: Confirm your transaction details

That’s it! You’ve successfully paid for your transit fare.

 

How do I use my mobile ticket?

 

Once you’ve successfully purchased and activated your mobile ticket, simply show the Active Ride screen to the operator and he or she will validate that the ticket is active.

For more information on mobile ticket validation, see: How does the operator validate my mobile ticket?

 

When should I activate my mobile ticket?


Mobile tickets should be activated prior to boarding buses, shuttles, and streetcars. Depending on the phone, this may take several seconds. Please ensure you’ve activated your mobile ticket prior to boarding.

 

When do I use the QR code on my mobile ticket?

 

The QR Code should be during visual inspection while boarding to display to the operator you have a valid ticket.

 

How does the operator validate my mobile ticket?

 

The Operator can validate your mobile ticket with any of the following options:

1. Animated QR Code
2. Moving Current timer
3. Moving Countdown timer
4. Expiration time and date

 

If I lose cell phone service while trying to use my ticket, will my mobile ticket still work?

 

Yes, as purchased tickets are stored locally on your phone.

Like many apps or mobile services, GoTucson requires a good cellular or Wi-Fi signal to complete a purchase. Check your phone’s coverage status and/or Wi-Fi signal. GoTucson is not responsible for any issues resulting from failures in wireless service or due to failure or malfunctions with your wireless carrier.

 

Can I transfer to another bus with the app?

 

If it is a transfer within the Sun Tran system, yes, you can.

You will not be able to transfer to transit routes outside the Sun Tran system.

 

Can I purchase multiple tickets for use at the same time?

 

 

Yes, these tickets will be displayed as individual Active Rides in the Side Menu, rather than as a group purchase.

 

Can I pay for parking with mobile ticketing?

 

Yes! GoTucson is the first application in the country that allows you to pay for both parking and transit from a single app.

For more information on how to pay for parking, please see the Parking section of this FAQ.

 

Do mobile tickets expire?

 

Yes, activated mobile tickets do expire. The Active Ride screen displays a clear expiration date and time as well as a countdown timer.

For more information, please see:
Can I see how much time I have left on my active mobile ticket?

How long can I have a mobile ticket without activating it?

 

Can I see how much time I have left on my active mobile ticket?

 

Yes, the Active Ride screens displays a countdown timer letting you know how much time you have left to use your mobile ticket. To return to your Active Ride screen, go to the Side Menu (the three horizontal lines in the top left corner) and select the active ride you wish to see.

 

The countdown timer is displayed in green at the bottom of the Active Ride screen.

 

How can I have a mobile ticket without activating it?

 

Inactive tickets are stored on your phone until they are activated.

 

What if my mobile ticket expires before I use it?

 

Please call Sun Tran Customer Service at (520) 792-9222.

 

What happens if my smartphone battery dies before I show the operator my mobile ticket?

 

GoTucson is not responsible for any issues due to failure or malfunctions with your wireless device. If your smartphone battery dies before you are able to validate your ride, please purchase a transit fare from a ticket counter or machine.

 

What happens if I lose Internet or cellular connection while purchasing a ticket and I am charged for the ticket, but cannot produce an active session screen?

 

Please call Sun Tran Customer Service at (520) 792-9222.

 

Are there transfers on express buses?

 

If you choose to ride an express bus at anytime during the life of a mobile ticket, please choose the single ride express fare type during the purchase process or pay an additional cash fare when you transfer.

 

Accounts & Payments

 

 

 

Can I use GoTucson without having to setup an account?

 

No. In order to use GoTucson, you must set up an account first. No need to worry, we won’t use your information for any nefarious purposes. Please read our Privacy Policy to see how we use your data.

 

Can I use GoTucson without having to link my credit or debit card?

 

No. In order to successfully purchase a parking session or transit fare, you’ll need to link a valid credit or debit card to your account.

 

Can I access my purchase history?

 

Your GoTucson transactions are saved and can be accessed in two ways:

• Email Receipts: After each parking or transit session, we’ll email you a receipt for the transaction. To email a copy of your receipt using the GoTucson app, go to the Side Menu (the three horizontal lines in the top left corner) and select My Parking History. The app keeps a history of your last 20 transactions. Choose a recent session and press the Email Receipt button. This will send a receipt to the email address associated with the GoTucson account.

• Transaction Reports: To view your entire purchase history of your account, log in to GoTucsonApp.com, access the Side Menu (the three horizontal lines in the top left corner) and select My Parking History.

 

Is it safe to make payments via GoTucson?

 

We take securing our customers’ data extremely seriously. We follow very strict security standards set by the payment card industry (PCI-DSS Service Level 1). This includes routine external audits of our system’s security as well as transmitting all data over SSL-encrypted communication channels.

 

How does GoTucson use my email?

 

We use your email address only to send you important information regarding your GoTucson account. For information on how we use your data, please read our Privacy Policy.

 

How do I get a receipt for my parking or transit transaction?

 

See: Can I access my purchase history?

Please Note: Parking History in the app is limited to recent transactions. For your full parking history, log in to your account at GoTucsonApp.com.

 

My name and/or account information has changed. How can I change it?

 

 

Using the GoTucson app or website, visit the Side Menu (the three horizontal lines in the top left corner) and access the options under Settings to change your Profile and/or Payment Card details.

 

How do I add a payment card?

 

 

You can add a payment card in the GoTucson app or online at http://gotucsonapp.com/park.

When you log in, open the Side Menu (the three horizontal lines in the top left corner) and click Payment. On the next screen, click the Add Card button. In the next screen, enter the card information and then click Save. You’ve successfully added a payment card!

 

How do I change my payment card information?

 

You can change payment card information in the GoTucson app or online at http://gotucsonapp.com/park.

When you log in, open the Side Menu (the three horizontal lines in the top left corner) and click Payment. On the Your Cards screen, select the card you would like to change. In the next screen, click Delete Card. You can then add a new card with the correct information.

For information on adding a payment card, see: How do I add a payment card?

 

Can I store more than one credit or debit card?

 

Yes. You can enter as many credit or debit card numbers as needed.

 

What if my credit or debit card declines?

 

GoTucson accepts all valid Visa, Mastercard, Discover, and American Express cards. If your card declines, follow these steps:

Step 1: Ensure you’ve entered the correct payment card information into the app.
Step 2: Contact the issuing bank associated with your credit or debit card.

For information on how to edit payment card information, see: How do I change my payment card information?

 

May I get a refund for any unused parking session time or transit fares?

 

At this time, there are no refunds for unused parking session time or mobile tickets. Make sure you confirm all details before purchasing and follow all permanent or temporary signage in order to avoid a ticket.

 

How does GoTucson bill me?

 

You can pay for your parking session or transit fare in GoTucson with either an individual credit/debit card or by funding the GoTucson Prefunded Account.

Transactions completed using an individual credit/debit card will show up on your card statements as individual line items and will be deducted from your account once the parking session is completed. When using the GoTucson Prefunded Account, your account will only be charged when you fund your account. Individual transactions can still be viewed in the app or online at (insert MPW web address).

 

How do GoTucson charges appear on my credit or debit card statements?

 

 

Transactions completed using an individual credit or debit card will show up on your card statements as individual line items and will be deducted from your account once the parking session is completed.

When using a Prefunded Account, only the initial account load and any subsequent re-charges will be displayed as individual lines items on your credit or debit card statement.

 

Am I charged for text message I receive from GoTucson?

GoTucson does not charge for text messages we send to you, but text messages are subject to standard message and data rates charged by your wireless service provider.

 

How can I deactivate my account?

You can deactivate your account at any time by visiting GoTucsonApp.com. Once you log in, select the Side Menu (the three horizontal lines in the top left corner) and click on Profile. In the Profile screen, click the Deactivate Account button. Complete the short process to deactivate your account. Any remaining parking funds in your account will be refunded to you, less any amounts used to pay your parking transactions, if any. Be aware that once you deactivate your account, it cannot be reactivated. If you wish to use GoTucson again, you will need to create a new account.

 

Help & Support

The app doesn’t work. I’m not getting notification alerts. It’s slow.

 

Like many apps or mobile services, GoTucson requires a good cellular or Wi-Fi signal. If you experience any issues with the app, check your phone’s coverage status and/or Wi-Fi signal first. The connectivity of your personal device is not under our control, and we cannot be responsible for any failure to receive a notification alert or inability to extend a parking session due to failure in wireless service or malfunction with your wireless carrier.

Also, please be aware that sessions originated from the app, whether on iPhone, iPad or an Android device, receive notifications on the app and on that specific device.

If you continue to experience problems, let us know by visiting the Side Menu (the three horizontal lines in the top left corner) and press Send Bug Report. Once you’ve submitted the bug report, please restart the app. We’ll look into it as soon as possible. Please remember that if you’re unable to pay through GoTucson for any reason, you’re still required to pay for your parking session or transit fare through another method.

 

How do I reset/change my PIN?

 

You create your PIN when you sign up for an account. If you wish to reset your PIN, click on the Reset PIN button on the Login page. You will be required to re-enter your payment card currently on file to verify your identity (we provide the last four digits to help you remember which card you used). After successfully verifying your payment card details, you will be taken to the Create PIN page, at which point you can reset your PIN.

 

Why do I get a “Locked” error message?

 

If you received a “Locked” error message, be aware that we may have manually suspended your account due to payment discrepancies. In such cases, please contact us at (704) 837-8066 for more information.

 

Why am I receiving a “Time Out” error message? (Parking Only)

 

In order to accurately display parking rate information, GoTucson allows 90 seconds to complete a parking transaction before the system times out. If a time out occurs, simply begin your transaction again.

 

Why didn’t I receive a notification alerting me that my time is about to run out?

 

Like many apps or mobile services, GoTucson requires a good cellular or Wi-Fi signal. Check your phone’s coverage status and/or Wi-Fi signal. GoTucson is not responsible for any issues resulting from failures in wireless service or due to failure or malfunctions with your wireless carrier.

To see if you’re receiving notifications, go the Side Menu (the three horizontal lines in the top left corner)and press Options. From the Options screen, you can toggle your Reminders, the Reminder Sound, and Email Receipts.

Be sure to check your device’s Notification settings and has service. If you are experiencing any problems, let us know by going to the Side Menu (the three horizontal lines in the top left corner) and pressing Send Bug Report. Once you’ve submitted the bug report, please restart the app. We’ll look into it as soon as possible.

 

I have a new phone number. What do I do?

 

If you have a new phone number, you will need to register a new GoTucson account for that phone number. Deactivate your current account online at GoTucsonApp.com and then sign up for a new account.

For information on deactivating accounts, please see: How can I deactivate my account?

 

Can I add another phone number to my account?

 

No. Each account is connected to a single phone number.

 

I have received multiple charges on my bank account after I used the app. I believe I am a victim of fraud. What can you do?

 

Contact the bank associated with your credit or debit card immediately if you believe you may be a victim of fraud. In addition, please call GoTucson Technical Support immediately at (704) 837-8066 so that we can help you determine if the charges are legitimate.

 

I’m trying to create an account but it keeps saying “User Exists.” I’ve never signed up before. Help!

 

Please call GoTucson Technical Support at (704) 837-8066 so that we can help you sort out the situation.

 

How do I stop the alerts that I receive?

 

You can change your GoTucson notification settings in the app or online at GoTucsonApp.com.

Reminders & Emails
When you log in, open the Side Menu (the three horizontal lines in the top left corner) and click Options. From the Options screen, you can toggle your Reminders, the Reminder Sound, and Email Receipts.

Text Messages
You can stop receiving all text message reminders from GoTucson, go to the Side Menu (the three horizontal lines in the top left corner) and press Options. Then, simply toggle the Reminders button off.

Alternatively, you can also text STOPTXT to the GoTucson number that sends you text messages. Following a request to unsubscribe, you will receive a confirmation message from GoTucson confirming that you have been inactivated in our system. Be aware, however, that if you choose not to receive text message alerts, we cannot remind you of when your parking expires.

How many text messages will I receive?

 

 

The number of text messages you receive will depend on the number of transactions you complete and the method you use to make a purchase. Depending on the method you use to purchase, you may receive up to eight text messages in relation to your transaction.

 

How do I get support?

 

Using the app or website, go to the Side Menu (the three horizontal lines in the top left corner) and press Send Bug Report. Once you’ve submitted the bug report, please restart the app. We’ll look into it as soon as possible. Please remember that if you’re unable to pay through GoTucson for any reason, you’re still required to pay for your parking session or transit fare through another method.

If you need immediate assistance, please call GoTucson Technical Support at (704) 837-8066.

 

What is the difference between a verification code and my PIN?

 

The verification code is a unique 3-digit code that verifies you have entered in the correct phone number or email. A PIN (Personal Identification Number) is a 4-digit number of your choice that you will use every time you sign in to GoTucson.

 

The IVR system (parking only) is asking me for a PIN, but I do not have one.

 

When you sign up for GoTucson, you will be prompted to create a 4-digit Personal Identification Number (PIN) of your choice to continue. Please remember that PIN number for future use as you will need it sign in.