MyPal

Support & contact

If you've topped up using an international credit card and it's not working, read this FAQ entry.

Frequently asked questions

• I made a top up and it is not showing up?
  Top ups are usually processed within 30 minutes, but the myki system could take longer to apply an online top up. Please check again in 24 hours.
  
  If the top up is still not processed in 24 hours, please contact PTV or myki. The app does not see your account or credit card details so I am unable to help you with any transaction enquiries.
• Is this an official myki app?
  No.
• Why isn't the iOS app available?
  Unfortunately Apple has repeatedly rejected the app for the App Store, based on grounds that it is not published by myki. Alternatively you can download the beta from TestFlight.
• Does this app top up faster than the myki website?
  No. This app uses the same top up functionality as the myki website.
• I can't seem to log in with the correct username & password?
  A number of people have reported this issue. It appears the myki system has a bug with older accounts with longer passwords or non-alphanumeric symbols. (Sometime recently a password length restriction was added.) Users have been able to workaround this issue by changing their account password to something shorter and only alphanumeric characters.
• I topped up with an international credit card, money has been deducted from my credit card but my myki is not topped up?
  Unfortunately myki appears to be blocking top ups online using international credit cards. Your top up will not be processed. You have to top up using a myki machine, store or at a ticket counter.
  
  Fortunately the money deducted from your credit card is only a temporary transaction and is usually automatically refunded within a few business days. Since the app does not see your account or credit card details, I am unable to help you with any transaction enquiries. Please contact your bank or myki for more information.
• Why is my balance or transactions inaccurate?
  The app uses the data provided by the myki website which is usually delayed by 12 hours, up to 24 hours.
  
  The myki website is known to have issues with some transaction records such as missing cost details for some touch-offs, this may cause the app to inaccurately show myki pass transactions.
• What are the weird names in my touch-on and touch-off history?
  The myki has poor formatting for bus and tram stops. Unfortunately I'm too lazy to correct them.
• Can this app send me push notifications when my balance is low or pass is about to expire?
  Unfortunately the app does not send push notifications because it would have required storing your myki account login information on a server, and I don't want to do that.
  
  You can add a calendar reminder for when your pass expires by tapping on the alarm button.
• Are you stealing my myki information?
  Myki information is only sent to the myki website and stored on the device for automatic log-in. No myki information is sent or stored on any other servers.
• Are you stealing my credit card information?
  Credit card information is only sent to the myki website and is only stored on the device if you wish to save your credit card details for convenience.
  
  If you are tech savvy, you can audit the network traffic with a proxy or audit the source code here.
• Who made this and why?
  My name is Long Zheng and I'm a software designer & developer in Melbourne.
  
  I use myki everyday but the myki website is extremely cumbersome, especially on mobile. I was eager to learn the new mobile development tool Ionic2 and I thought it might be useful to make a better experience for myki on mobile.
  
  I want to make myki great again.