FAQ

Frequently Asked Questions

What is MyFastFerry?

MyFastFerry is a mobile ticketing application designed to provide ease of access to fast ferry services provided by Manly Fast Ferries, Sydney Harbour Eco-Hopper along with partner tourist services on and around Sydney Harbour

Where can I use MyFastFerry mobile Ticketing?

You can use your mobile tickets on any MyFastFerry related Manly Fast Ferry, Sydney Harbour Eco-Hopper or partner tourist or ferry service

What types of tickets can I purchase via Mobile Ticketing?

a. MyFastFerry offers mobile tickets on its major ferry routes for Adults and Children
b. MyFastFerry offers Adult, Child, Student, Senior and Family passes on selected partner tourist and associated ferry services
c. MyFastFerry offer additional products which can be added to each single or bulk ticket purchase, including attraction venue entry and bar items

What tickets do children require on MyFastFerry services?

a. Children under 4 travel free and do not require a ticket
b. A Child fare is payable for children between the age 4 and 15
c. Unless in school uniform on a normal school day, children between the age of 16 and 18 travelling on MyFastFerry services are charged an Adult rate
d. Some partner tourist venues may have different ages for Child rates, please refer to individual fare information for these rates

Does purchase of a bar item on the MyFastFerry mobile application guarantee service on board a MyFastFerry vessel?

No. MyFastFerry services operate under NSW Responsible Service of Alcohol (RSA) guidelines and if staff believe you are in a condition where alcohol should not be served, you will not be able to purchase items over the bar

How and when should I activate my MyFastFerry mobile ticket?

a. You should activate your ticket prior to boarding a MyFastFerry vessel or upon entry to a tourism venue. Please have the mobile ticket activated and ready to show to staff when boarding a vessel or as requested by local MyFastFerry staff
b. Your purchased tickets can be found in your Ticket Wallet on the main screen of the MyFastFerry mobile ticketing application

Do I need to activate my tickets each time I travel?

a. Yes, tickets must be activated for each trip undertaken
b. Tickets will remain valid for a period relevant to the length of MyFastFerry service you are on and unless validated electronically by MyFastFerry staff, will automatically expire near the completion of your trip

Can I transfer to other routes with a mobile ticket?

No. You must purchase a mobile ticket for each origination and destination on selected routes. You can also purchase multiple passes if your journey will take you to multiple points and store these individually in your Ticket Wallet.

Do mobile tickets in the wallet expire?

a. Single or return ticket purchases on the MyFastFerry application have a validity period and will expire after a period of 60 days.
b. Bulk or multiple ticket purchases on the MyFastFerry application have a validity period and if unused, will expire twelve months after the purchase date
c. Please check the fare policies of MyFastFerry

How does MyFastFerry know that I have a valid ticket?

a. Site based or hand-held inspection devices may be used to scan and validate a MyFastFerry ticket using the barcode functionality
b. MyFastFerry mobile tickets can also be validated by visual inspection, checking the color band actively changing on the ticket screen

What do I do if a MyFastFerry official requests to inspect my mobile ticket?

Each ticket includes a unique barcode in addition to the tri-color ticket that will occasionally be scanned by a MyFastFerry official as part of a regular inspection process. If requested, please open the application and use the pull-down to reveal the barcode for inspection

What happens to my MyFastFerry account if I attempt to use tickets fraudulently?

a. At the discretion of MyFastFerry, account activity on your mobile device can be suspended until MyFastFerry staff complete a review of implied fraudulent account usage
b. Warnings can be issued and recorded by ticket conductors and continued misuse of the MyFastFerry application will result in cancellation of the account on your mobile device

Do I need to set up an account to be able to use mobile tickets?

a. For individual mobile ticket purchases, MyFastFerry does not require you to set up an account
b. For bulk or multiple mobile ticket purchases, MyFastFerry would prefer that you set up an account in advance to using mobile ticketing. This will allow you to save credit card details for purchase use once your email has been verified and authenticated, and will also speed up the ticket purchase process

Will my mobile ticket still work if I lose mobile phone service while trying to use my ticket?

a. Mobile tickets do not need mobile phone or WiFi services available to accessing a MyFastFerry vessel or related tourist facility. Connectivity is required to purchase a ticket, which must be done prior to boarding but once purchased, the ticket resides in the wallet on your mobile device
b. If you lose mobile phone service after activating and boarding a vessel you will still be able to activate and display the ticket from the ticket wallet.

What happens if my smart-phone or mobile device becomes inoperable (e.g. battery dead) prior to being able to show my mobile ticket?

In general, you are held responsible for having a mobile phone in good working order and usable prior to boarding. If your mobile phone is inoperable it is expected that you would use some other payment method for the journey

If I am travelling with friends and family, can I activate more than one ticket on my phone?

MyFastFerry supports multiple ticket activations on the same ferry service

What happens if I lose my mobile device or buy a new device?

If you lose or purchase a new mobile device you can transfer any valid, unused tickets to a new device. To do so, please contact MyFastFerry customer support via info@myfastferry.com.au. Please have your application ID available, this can be found within the mobile application under Help > Application Information

Are receipts available for MyFastFerry mobile ticketing purchases?

a. Receipts are available via email for all MyFastFerry mobile ticket purchases. Enter your email address when purchasing a ticket and the receipt will be automatically emailed to you
b. MyFastFerry will hold expired tickets for a period of 60 days on your mobile device and you can also resend purchase receipts to yourself from the application. Expired tickets will automatically archive from your mobile device after 60 days

Can I get a refund for unused tickets or service disruptions?

Please refer to the MyFastFerry refund policy for specific conditions under which refunds may or may not be granted. Please refer to www.MyFastFerry.com.au

Are there any fees for using mobile ticketing?

a. The MyFastFerry mobile ticketing application is free to download. You may incur data usage fees via your mobile service provider for use of the application. MyFastFerry is not responsible for any mobile carrier data charges that a passenger incurs as a result of purchasing or using the mobile ticketing application. Please refer to your mobile service provider for any additional fees that may be imposed

Is the Mobile ticketing application available on all devices?

The mobile ticketing application is available on the majority of iOS and Android devices installed with recent (2 years or less) operating systems. Older versions of software may not be supported

I am eligible for discounted fares. How do I access these on my MyFastFerry application?

a. Discounted fares are not available on many of the MyFastFerry service routes. Please refer to Fares and Fare Rules at www.MyFastFerry.com.au
b. On selected ferry and tourist services, there are two options to receive discounted fares on your mobile device:
i. Select the route upon which you wish to travel and if available, select the appropriate fare e.g. Senior fare. You will be required to present any special ID card associated with this fare type upon request if required by MyFastFerry staff
ii. MyFastFerry may require you to call their customer support group to validate your eligibility. Once verified, your device will be activated with the discounted fare types for which you are eligible

Will the MyFastFerry application store my credit card details?

For ease of use, you have the option of storing your credit card details for future transactions

What security protections are in place to protect my personal information?

The MyFastFerry mobile ticketing platform is fully certified and compliant with Payment Card Industry standards (PCI-DSS). All payment communications are fully encrypted via SSL, any sensitive data stored is highly encrypted and systems are constantly monitored for security vulnerabilities