COVID-19 FAQs

What Clipper services are available during this time?

The Clipper Customer Service Center at AC Transit is temporarily closed. The Clipper Customer Service Centers at Embarcadero BART/Muni Metro station and the Bay Crossings store are open with limited hours (see below for details.) Please note that The Hub is permanently closed. The Clipper call center is open Monday through Friday, 8 a.m. to 5 p.m. You may experience longer than normal wait times. You can add value to your card or make other changes to your Clipper account by using our automated phone service or the Clipper website.

When is the Clipper Customer Service Center at the Embarcadero BART/Muni Metro station open?

The Clipper Customer Service Center at the Embarcadero station is open:

  • Weekdays from 8 a.m. to 12 p.m. and 1 p.m. to 5 p.m.

Please note that this location may adjust its hours based on customer demand. Please check back here for updates.

When is the Bay Crossings store offering Clipper services?

The Bay Crossings store is open:

  • Weekdays from 9 a.m. to 12 p.m. and 1 p.m. to 5 p.m.
  • Saturdays from 8 a.m. to 12:30 p.m. and 1 p.m. to 3 p.m.

Please note that Bay Crossings may adjust its hours based on customer demand. Please check back here for updates.

I have Autoload set up for a monthly pass, and I may not be using it the whole month. What can I do?

Log in to your Clipper account. Find your card and select Manage Autoload from the More Options menu. Your Autoload is now cancelled, but your online account will not reflect this until the next time you tag your card. You can now pay for individual transit rides by loading cash value online, by phone, at a ticket machine or at a participating retailer (call first).

I bought a pass and ended up not using it all. Can I get a partial refund?

Transit agencies set policies about refunds for their passes, but if you call the Clipper Customer Service Center at 877.878.8883, we will submit your request to your transit agency and notify you of their decision.

I still have to go to work. Are monthly passes still available? Can I buy a 31-day pass?

Currently, SFMTA, Caltrain and VTA are selling monthly passes. All transit agencies with 31-day passes are still making these available, but many transit agencies are not charging fares – see 511.org. opens in new window for a full list – so you may not need a pass.

I placed a transit benefit order for a pass I no longer need. Can I stop my order? Can I get a refund?

We cannot stop your order from going through, but you would have to tag your card to load the pass on your card. As long as you don’t tag your card and pick up the pass, we will issue a refund to your transit benefit provider within 30 days of the expiration date of the pass. This does not include orders for BART HVD or cash value. BART HVD and cash value will be available to load for up to 6 months.

I placed a transit benefit order for cash value, BART HVD or a 31-day pass, but now I don’t expect to ride transit. Will I be able to load that value when I go back to work?

Yes, that value will be available to load for up to 6 months.

The deadline for my next transit benefit order is coming up soon – should I order a pass?

You should consider whether you plan to ride enough to justify ordering a pass with your next order. If you are not sure, you may be better off changing your order to load cash value. You can always add more cash value online, by phone, at a ticket machine or at a participating retailer (call first) if needed.