Renew your Fullers Monthly Pass

FAQs

• How to renew my pass

  • From the home screen, tap on Settings > Renew a pass.
  • Enter your Last Name and Pass ID and tap Add Pass.
  • You need to have purchased your pass card at the ticket office for the first time to use this function.

• How can I link my Pass (Monthly, 30-Day) to my MyFerry account?

  If your Pass is active/valid and linked to your MyFerry account, it will show in the My Tickets section of your app. If it’s not appearing, chances are you’ll just need to link your Pass to your MyFerry account.

  Please note, these instructions apply to Monthly, 30-Day only.

  • For security reasons, you’re no longer able to scan a physical pass card into the app. You’ll need to manually add your pass by linking it to your MyFerry account, which you use to sign in to the MyFerry app.
  • To add your pass to your MyFerry account within the app, go toSettings > Manually add a pass to your account.
  • Enter your Last Name and Pass ID and tap Add Pass. (See below red box outlining where you will find Last Name and Pass ID)
  • You can then subsequently renew your pass through the MyFerry app if it’s linked to your MyFerry account.

  • IMPORTANT note about error messages:If you have recently had a Pass reissued, there will be a new Pass ID number which must be updated in your account. If the Pass ID number is not updated against the new card, the MyFerry app will display an error message. Please ensure you update the Pass ID of the reissued Pass.

  

• My Tickets are missing from the MyFerry app. How can I retrieve them?

  If your Tickets are active/valid and linked to your MyFerry account, they will show in the My Tickets section of your app.

  If your tickets are not appearing, the good news is that tickets purchased via a MyFerry account are still available in the app – not lost! To help locate your tickets, please follow the troubleshooting list below.

  Are you logged in to the correct MyFerry account?

  • Many users have created multiple MyFerry accounts. The most common reason for a missing ticket is that you may be logged in to a different account than the one the ticket was purchased through.
  • Please check whether you have multiple accounts, and which account you were logged in to when the ticket was purchased.

  Have you forgotten your MyFerry account information?

  • As a friendly reminder, email notifications have been sent to all MyFerry account holders advising them of their username and password. You can also request this information from the Login screen of the MyFerry app.

  Are you sure you purchased the ticket while logged in to your MyFerry account?

  • Only tickets purchased against your MyFerry account will appear in the app.
  • If you’d like to be able to use a ticket within the app, you’ll need to make an in-app purchase. When purchasing, please ensure you’re logged in to your MyFerry account so the ticket will populate within the My Tickets page in the app.
  • Paper tickets purchased at the ticket office cannot be scanned into the app afterwards.

  Still having trouble and need to access your ticket quickly?

  • When you purchase a ticket via the Fullers website or MyFerry app, it is emailed to you to print at home.

  Please note: This information applies to Tickets only – not Passes. For any missing Passes (Monthly, 30-Dday), you’re able to add manually by via the MyFerry app. Choose Settings  > Manually add a pass to your account. Enter your Last Name and Pass ID and tap Add Pass.

  If this does not resolve the problem please contact our Customer Care Centre at enquiries@fullers.co.nz or Ph:+64 9 367 9111

• Why do I get an error message when trying to manually load my Pass?

  If an error message occurs… 
  If you have had a pass reissued there will be a new Pass ID number which must be updated in your account.

  If the Pass ID number is not updated against the new card the MyFerry app will display an error message. Please ensure you update the Pass ID of the reissued pass.

  

  Please note, only Passes (Monthly, 30-Day or 40-Trip) can be manually added to your account. Tickets of any other type cannot be manually added.

  To add your Pass to your MyFerry account within the app, go to Settings > Manually add a pass to your account. Enter your Last Name and Pass ID and tap Add Pass. 

• Why can’t I create an account?

   There could be a few issues when trying to create an account. Please try these solutions:

  • If you already have an account through our website, try logging in with these credentials
  • Many users have created multiple MyFerry accounts and may not remember creating more than one account. Check you are logged in to the correct MyFerry account if you have more than one account. 
  • You can request login information by using the Forgotten Password prompt on the MyFerry Login page here.
  • Usernames cannot have any special characters, please try creating a username without special characters

  If none of these solutions have worked, please contact us at myferry@fullers.co.nz

• What’s the difference between a Ticket and a Pass?

  A ‘Ticket’ is defined as a single-use or multi-trip paper ticket with a barcode, and is available for all routes. Tickets can be purchased online at all ticket offices or via the MyFerry app.

  When purchasing, please ensure you’re logged in to your MyFerry account so the ticket will populate within the MyFerry app, on the My Tickets page. Paper tickets purchased at the ticket office cannot be scanned into the app afterwards.

  Ticket Type examples:

  • Single Return Trip Ticket
  • 40-Trip Ticket (Waiheke)
  • 10-Trip Ticket (Devonport)

  

  A ‘Pass’ is defined as a long-term, multi-trip card with photo ID available for Devonport and Waiheke routes only. Passes can be purchased only at Ticket Offices, but can subsequently be renewed online with the exception of the FlexiPass which can also be purchased via the MyFerry app.

  Pass Types:

  • Monthly Pass (Devonport, Waiheke)
  • 30-Day Pass (Devonport)
  • FlexiPass (Waiheke)