FAQ

Tickets & payments

Why can't I buy JUMP tickets that are valid for all public transport operators in Brussels?

As part of this pilot and due to the short amount of time, the other public transport operators have unfortunately not been able to technically offer digital JUMP tickets for sale.

This test will mainly help us to learn from the experience, especially about our customers' purchasing habits and their interest in digital tickets. If we find that this feature has an added value for our customers, we will do everything we can to make the sale of JUMP tickets possible as well.

Can I buy tickets in the app to go to the airport?

No, that is not possible in this pilot. This test will mainly help us to learn from the experience, especially about our customers' purchasing habits and their interest in digital tickets. If we find that this feature has an added value for our customers, we will do everything we can to make the sale of airport tickets possible as well.

Moreover, during this pilot, the app is only available to a limited test panel. Our target audience is therefore not tourists.

Can I pay for all my journeys with the app?

No, that is not possible in this pilot. Our app only sells STIB-MIVB tickets. You will also be able to pay for other transport means via links to our partners' apps. In this case, you will have to download our partner's app and create an account on its platform.

How can I use the STIB-MIVB tickets I already have?

You can of course use your current tickets via your MOBIB card. However, as part of this test, we encourage you to use digital tickets, which you can purchase via the app. It's important that you help us to improve this feature.

What are the rules regarding the tickets available in the app?

The same rules apply to the tickets in the app as to classic STIB-MIVB tickets. They therefore follow the same rules of validity for example.

How can I enter a metro station with a ticket purchased in the app?

In each metro station, you will find gates equipped with a QR code. You will be able to scan this QR code with your app to open the gate. Your digital ticket will therefore be valid from the moment you scan the code, as is the case with your MOBIB card.

What should I do if the gate does not open or if the sticker (with the QR code) is damaged?

A classic gate as well as a PMR gate per entry into the station is equipped with a sticker with a QR code. If you have a problem with a QR code, we ask you to try another gate.

What should I do if I am unable to continue my journey with my digital tickets due to a bug or maintenance of the app?

As part of this pilot, our app is still under development. It is therefore possible that you may encounter a problem preventing you from continuing your journey. If this is the case, we apologise for any inconvenience. We invite you to continue your journey using a classic STIB-MIVB ticket, as you did before the start of this test.

I scanned a QR code in the station but this action cost me more tickets than expected. What can I do?

If you encounter a problem when buying or using tickets, please send us a complaint to maas@stib-mivb.brussels.

We invite you to provide us with as much information as possible (screenshot of your app or payment details on your bank account for example) so that we can process your request as quickly as possible.

Where can I find the stickers with the QR code?

A classic gate as well as a PMR gate per entry into the station is equipped with a sticker with a The sticker will be placed on the right side of the gate (just like the MOBIB validator for example), on the fixed part of the gate, below the information already present.

The application does not display the tickets I just bought. What can I do?

If you encounter a problem when buying tickets, please send us a complaint to maas@stib-mivb.brussels.

We invite you to provide us with as much information as possible (screenshot of your app or payment details on your bank account for example) so that we can process your request as quickly as possible.

I have been charged an incorrect amount after my payment. How can I be refunded?

If you encounter a problem when buying tickets, please send us a complaint to maas@stib-mivb.brussels.

We invite you to provide us with as much information as possible (screenshot of your app or payment details on your bank account for example) so that we can process your request as quickly as possible.

Is it possible to accidentally validate two tickets instead of one?

Yes, if you have several "1 journey" tickets, you may have inadvertently validated your ticket twice instead of once, as could be the case with your MOBIB card. If this is the case, please send us a complaint to maas@stib-mivb.brussels.

We invite you to provide us with as much information as possible (screenshot of your app or payment details on your bank account for example) so that we can process your request as quickly as possible.

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Contact

If you still have other questions about the test, please do not hesitate to contact us at this email address: MaaS@stib-mivb.brussels

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