When you buy a mobile ticket for use on Metra trains, the ticket is downloaded and stored on your device.
By storing tickets on your device (rather than keeping them on our servers), your tickets are still available even if you need to use your ticket in a place where you don't have an Internet connection (such as when you're in underground stations or in a cellular "dead zone").
You can, however, move tickets bought while signed into the Ventra app from one device to another.
If you have the device where your tickets are stored...
You can move tickets from one device to another on your own, as long you still have the device where your tickets were stored.
Go to My Metra Tickets while logged into the Ventra website and click Move Tickets to a New Device.
Follow the instructions on-screen to choose your "from" device and "to" device.
Refresh your ticket list on both devices: First, on your "from" device (you'll see your tickets disappear, since they'll be pulled up to our servers when you do), and then refresh your ticket list on your "to" device (where they'll be delivered and ready for use right away).
If you're moving tickets to a device that has never had tickets before, it won't show in your device list. In that case, simply press the "Move to a new device" button when prompted to select your "to" device.
To force your ticket list to refresh on your phone, go to My Metra Tickets in the app and press the refresh button—it's in the upper-right-hand corner of the screen.
Monthly tickets can only be moved from one device to another once.
Upgrading to a new phone?
You'll need to complete the above steps, clicking the Move to a new device button when prompted to select your "to" device.
When you finish the online process and refresh your ticket list on your old phone, tickets on your old phone will be recalled up to our servers. Then, as soon you log in with your new phone, they'll be delivered to the new phone automatically.
Note: If you're going to the store to trade in your old phone and get a new one, you can do this before you head out—just note that your tickets, once recalled, won't be available for use until they are delivered to your new phone when you log in.
Don't have your old phone?
If you no longer have access to your old phone, don't worry—we can help! Just call Ventra Customer Service at 1-877-NOW-VENTRA and they can help retrieve your unused tickets and deliver them to a new device.
If your phone was lost or stolen, we encourage you to log in on the Ventra website and change your password right away, to prevent anyone with access from using the app with your account.
Not sure what to do or need help?
Simply call Ventra Customer Service at 1-877-NOW-VENTRA. Customer service representatives are available to help you.