Frequently Asked Questions
An OMNY account centralizes and unifies your experience with the MTA’s new fare payment system. An OMNY account brings together your trips and charges, and offers you many self-service tools, allowing you to manage your account quickly and easily. By registering for an OMNY account, you gain more control of your everyday experience.
Creating an OMNY account is not required. However, there are many benefits available to you by registering for an OMNY account, including tracking your progress toward reaching the 7-day fare cap. Register for an OMNY account today.
A secure OMNY account allows you to manage your payment methods, track your progress toward reaching the 7-day fare cap, reload your OMNY card, receive account notifications, ask questions to OMNY customer service representatives, and more. Enhancements and new features will continue to be added to OMNY over time, which will provide even more benefits to customers with OMNY accounts.
If you need help registering for an OMNY account, contact OMNY customer service by calling 877-789-6669.
MetroCard and OMNY are two separate systems, so it is not possible to view MetroCard activity in your OMNY account.
Within the OMNY card details, under Balance, there are two types of funds: personal funds and pre-tax benefits. Any value you add to your OMNY card with your personal bank card will be loaded to your personal funds. If you add value to your OMNY card using your transit benefit card it will be loaded to your pre-tax funds.
Note: If there are insufficient funds available to pay for your trip, the negative balance will be added to your personal funds. This balance can only be paid using a personal bank card and not your transit benefit card.
With OMNY, you can use your own contactless credit, debit, or reloadable prepaid card, as well as digital wallets supported by your smart phone, smart watch, or wearable. If you use a digital wallet, the card in your digital wallet must be added to your OMNY account first, and all associated trip charges made using your digital wallet will then be captured in your account.
Important: When you use a digital wallet, the associated card number may not show up in your OMNY account. Instead, the device primary account number (DPAN) or virtual account number associated with your digital wallet may appear. If you see a card number in your OMNY Wallet that you do not recognize, this may be your DPAN or virtual account number.
Establishing a Personal Identification Number (PIN) is not required. However, if you set up a four-digit PIN, you can use it to manage your OMNY account in many ways, such as checking your trip history by contacting OMNY's automated telephone system 24/7 by phone at 877-789-6669.
You can set up or change your PIN by logging into your OMNY account and selecting Account Settings.
If you have a registered OMNY account, you have access to your OMNY account via OMNY’s automated telephone system at 877-789-6669, 24 hours a day, 7 days a week. You will need your bank card or OMNY card number and your four-digit PIN to access your OMNY account. Using our automated telephone system, you will be able to add value to your OMNY card, report your bank card or OMNY card lost or stolen, add payment methods to your OMNY account, pay off a negative balance and much more.
Note: You can register for an OMNY account today by visiting omny.info/register.
You can load a minimum of $1.00 at participating OMNY retailers (visit omny.info/retail to find a store near you), or by calling OMNY customer service at 877-789-6669. You can also reload your OMNY card online at omny.info ($5.80 minimum for online reloads).
You can store up to $300 on your OMNY card.
Note: There is a maximum value load of $136 per 72-hour period.
If you registered for your OMNY account using an email address, then your email address is your username. If you forgot the email address that you entered during the account registration process, contact OMNY customer service by calling 877-789-6669. You may be asked to provide identifying information for account security purposes. Once this step is completed, you will be provided with the email address that was used during the account registration process.
If you forgot your password, you can reset it online or by phone. To reset your password online, select the Sign In button at the top of each page, and you will be directed to the account sign-in page. Simply click on the “Forgot password?” link, follow the steps shown, and you will receive an email containing instructions for resetting your password. To reset your password by phone, contact OMNY customer service by calling 877-789-6669.
If you forgot your PIN, you can reset it online or by phone. To reset your PIN online, simply log into your OMNY account, and select Account Settings. To reset your PIN by phone, contact OMNY customer service by calling 877-789-6669.
You may notice pre-authorization dollar amounts charged to your bank card. These amounts are used as temporary placeholders during payment processing. Your account will only be charged for the actual amount of the fare. If you are ultimately charged an amount that you do not recognize or did not authorize, please contact OMNY customer service by calling 877-789-6669 during the hours of 8 am to 8 pm Monday - Friday, and 8 am to 5 pm Saturday - Sunday.
You may see a pending charge after tapping your phone or smart device on the OMNY reader, which is a temporary placeholder for the trip. The fare will not post to your account if the tap is for a free transfer or free ride.
Note: Pending charges are bank card issuer-related matter and not an OMNY issue. For any questions concerning pending charges please contact your bank card issuer directly.
If you did not authorize a charge, or if you believe that you have been charged incorrectly, please contact OMNY customer service by calling 877-789-6669 during the hours of 8 am to 8 pm Monday - Friday, and 8 am to 5 pm Saturday - Sunday.
Note: Disputed charges must be within 90 days from the initial transaction.
You can suspend or reactive a payment method at any time. This option is useful if you have misplaced your card or want to stop using your card temporarily. Simply log into your OMNY account, view the OMNY Wallet page, and see all cards associated with your OMNY account. After you follow the steps shown, you will receive an email confirming the suspension or reactivation of your card.
Contact your bank first to cancel or pause your card in order to prevent unauthorized transactions. To block the payment method from OMNY usage specifically, you can suspend the card through your OMNY account, or, if you don’t have an OMNY account, contact OMNY customer service at 877-789-6669. You can always unsuspend your card from the OMNY system if you find it later.
The best way to protect the balance on your OMNY card if it’s ever lost or stolen is to link it to a free and secure OMNY account (visit omny.info/register). Through an OMNY account, you can suspend the card anytime and transfer the balance to a replacement card.
If you don’t have an OMNY account, OMNY customer service may be able to suspend the lost card for you. Make sure to keep a record of your 18-digit card number, CVV number and expiration date.
You can help, too! Here are some ways that you can help to protect your personal information while using OMNY:
- Change your password and PIN periodically.
- Avoid using the same password and PIN that you use for your other services.
- Avoid sharing your personal information with anyone else.
- Avoid saving your login credentials in web browsers on public computers.
You can delink OMNY payment methods from your OMNY account anytime, and your payment methods, trip history and charges will no longer be stored. New tools to permanently close an OMNY account are coming soon.