| Registering on the NEW
Pace Online Store |
| Q: |
Why is this happening? |
| A: |
Pace is updating the Ticket-By-Internet Store in order to more efficiently
process orders, service our customers and streamline some internal processes.
|
| Q: |
How and where do I register? |
| A: |
Click on the word "Register" in the upper right hand corner of the page
or under "Welcome" on the right hand side of the page. Fill in the required
information and click on the "Submit" button. You will be sent an email
indicating you are registered. |
| Q: |
I used the previous web page to purchase passes and have yet to place
an order on the new Pace Online Store; do I have to register again? |
| A: |
Yes. This is a new and updated system and requires all customers to
register in order to make use of our enhanced system. |
| Q: |
Will my customer number remain the same as in the old system? |
| A: |
No. You will be assigned a new customer number in the new system.
|
| Q: |
Can I purchase a ticket without registering in the Pace Online Store?
|
| A: |
No. Registration is required to track the processing of your order.
|
| Q: |
I am a returning customer to the new Pace Online Store, how do I login?
|
| A: |
Click on the word "Login" in the upper right hand corner of the page
or under "Welcome" on the right hand side of the page or you can begin shopping
and the information will be requested during the check out process. |
| Q: |
Is the site secured to prevent fraud/online identity theft? |
| A: |
The Pace web site is secured with site encryption from Verisign (an
industry leader in security for web transactions) and our security is monitored
by Security-Metrics, a specialist in verifying proper security is in place.
Additionally, Pace recently upgraded to the latest version of Oracle's secure
I-Store shopping cart software. Pace meets the Payment Card Industry (PCI)
security standard and all access to the system is recorded for examination
should an issue arise. |
| Changes to Customer Information
|
| Q: |
What if I forget my user ID or password? |
| A: |
Click on "Profile" in the upper right corner of the main screen, then
click on the ‘forgot password' and we will send a random password to the
email address on file. Once you receive the email, you can log back in to
the online store. We recommend changing the password after the initial login.
|
| Q: |
How do I change/update my address and or credit card? |
| A: |
Click on "Profile" in the upper right corner of the main screen; when
your Profile opens, click on the ‘Address Change' line and update address.
Click on ‘Payment Book' to update your credit card information. You will
need to start with an empty cart in order for your updated information to
be included in your order. If you have a current shopping cart and then
change information in your profile, the current shopping cart will not be
updated. |
| Placing an Order
|
| Q: |
What steps are involved with placing an Order? |
| A: |
There are three steps to complete an order; 1) Login/Register 2) Select
a product 3) Proceed with secure checkout |
| Q: |
Who do I call if I have questions about placing an order or other problems
with the webpage? |
| A: |
Please call (847) 364-7223 with any questions. |
| Q: |
Which Credit Cards are accepted? |
| A: |
Visa, MasterCard and Discover |
| Q: |
Are debit cards accepted? |
| A: |
Yes. If the cards carry the Visa or MasterCard logo, they will be accepted
per your agreement with the card issuer. |
| Adding Required Information |
| Q: |
When is additional information needed? |
| A: |
Additional information is needed for the following items:
| Pass |
Required Information |
| Student Haul Pass/Summer Haul Pass |
Student ID number and school name |
| Campus Connection Pass |
Student ID number and school name |
| Chicago Paratransit Monthly Pass |
RTA ADA Certification number |
| Pace 30 Day Commuter Club Card |
If Pre-Activation date is needed |
| Conference Registration |
Conference Instructions |
|
|
Note: Select "Additional Details" in the pull-down menu on the upper
right of the form area. Then click the GO button to load the Additional
Details page. You will see this same chart (above) in your shopping cart.
You should enter the required information to the correct field. Be
sure to Save the changes
|
| Q: |
Where do I enter the RTA ADA certification number? |
| A: |
When at the shopping cart checkout click on the "GO" Button next to
‘Additional Information' in your cart and you will be taken to a screen
where you can enter the RTA ADA certification number. Click ‘Save' and then
click on ‘Back to Shopping Cart'. |
| Q: |
Where do I enter my Pre-Activation date? |
| A: |
When at the shopping cart checkout click the "GO" button next to ‘Additional
Information'. Click on the calendar button next to "Pre-Activation Date"
and select the date you want the pass to start. After you enter a date,
click on the ‘Save' button and click on ‘Back to Shopping Cart' to continue
the check-out process. Please note pre-activation of passes is only required
for the Commuter Club Card (full and reduced) on buses that do not have
registering fareboxes. In general this includes buses in McHenry County
and feeder routes (routes to Metra trains) in DuPage County area. |
| Q: |
Where do I enter my Student ID/School name? |
| A: |
When at the shopping cart checkout click on the "GO" Button next to
‘Additional Information' in your cart and you will be taken to a screen
where you can enter the Student ID number and School name. After you enter
your information, click on the ‘Save' button and click on ‘Back to Shopping
Cart' to continue the check-out process. |
| Q: |
How do I enter multiple pre-activation dates? |
| A: |
Type the dates in the Multiple Pre-activation date box in the format
MM-DD-YYYY. |
| Q: |
What is the AVS error message? |
| A: |
It means the address entered as the billing address doesn't match the
address on the cardholder's credit card. |
| Order Status |
| Q: |
How do I cancel an order? |
| A: |
An order may be cancelled online under certain circumstances. Check
the order status by clicking on "Orders" in the upper right-hand corner
of the screen. You can cancel an order if the status indicates ENTERED or
BOOKED. Click on the order number and then click on ‘Cancel Order.' If in
the order status column it is showing CLOSED, the order can NOT be cancelled
online. To cancel the order you will need to call 847-228-4211. Please note
orders are normally filled and shipped the next business day. |
| Q: |
How do I check the status of my order? |
| A: |
Login to the Pace Online Store and click on ‘Orders' to track the status
of recent orders. |
| Q: |
How do I view the history of my orders? |
| A: |
Login to the Pace Online Store and click on ‘Orders' to track order
history. |
| Pass/Ticket Questions |
| Q: |
Will I now be able to purchase Special Events tickets online? |
| A: |
No, fares for Special Events, such as, Cubs and Bears, are paid at the
time of boarding. |
| Q: |
Will I now be able to purchase CTA/Metra passes online? |
| A: |
You may purchase the Pace/CTA 30-day Pass (full and reduced) on Pace's
webpage. We do not sell the CTA Chicago Card or the 7-day Pace/CTA Pass
on the Pace webpage but have included a link to the CTA webpage for your
convenience. No Metra passes are available through the Pace Online Store.
|
| Q: |
Can the CTA Chicago Cards be reloaded through the Pace online store?
|
| A: |
No, this rechargeable fare card can be charged with amounts up to $300
and can be reloaded at CTA vending machines. |
| Conferences
|
| Q: |
Do I have to register as a user to register for a conference? |
| A: |
Yes. All transactions through the Pace Online Store require registration
as a user. |
| Q: |
Will I get a ticket for a conference? |
| A: |
No. You will receive an email confirmation that you registered. |
| Refund/Return Policy
|
| Q: |
What is Pace’s policy on refunds and returns? |
| A: |
By purchasing a Pace ticket/pass the rider agrees that the use of this
ticket is subject to any terms and conditions, rules, regulations, policies
and procedures Pace may in its discretion adopt from time to time. Pace
expressly reserves the right to make changes at any time without advance
notice to the terms and conditions, rules, regulations, policies and procedures
governing tickets/passes.
Pace, the Suburban Division of the RTA shall
not assume responsibility for loss, theft, destruction or misplacement of
tickets/passes, nor will it provide refunds for unused tickets. |
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