Frequently Asked Questions (FAQs)

GO!card FAQs

Impact on Transit Benefits of H.R. 8: American Taxpayer Relief Act of 2012

There have been questions about the impact of the transit subsidy provision that was included in the “fiscal cliff” deal (Section 203 of the American Taxpayer Relief Act of 2012, Pub. L. 112-240) that was enacted on January 2, 2013. Following are some frequently asked questions to help provide clarity and eliminate confusion for our customers.

Q: Will the maximum Transhare benefit be increased to $245? If so, when? 

A: Effective January 31, 2013, the monthly transit benefit for HHS employees increased from $125 per month to $245 per month.

Q: Is the increased benefit effective retroactively before January, 31, 2013?

A: No. Per direction from the HHS Office of General Counsel, the effective date of the increased benefits is January 31, 2013 for the February 2013 benefit period.

Q: Do I need to update my Transhare application to receive the increased benefit?

A: No. The Transhare program has your actual commuting expenses and will automatically increase your benefit amount.

Q: When will the increase be reflected on my GO!card?

A: Your GO!card credit limit will automatically be increased to your actual commute cost (not to exceed $245) on January 31, 2013 for the February 2013 benefit period.

Q: How can I check my GO!card available credit?

A: You may check your GO!card available credit by calling 888-297-0783. You will need your account number and the last four digits of your HHSID or Social Security Number.

Q: How can I update the cost of my commute?

1. Login to the Access Management System.
2. Click on “Transhare.”
3. Click on “Apply for Transhare” on the top right side of the page to access the online application.

Q: How do I apply for transhare benefits?

1. Login to the Access Management System.
2. Click on “Transhare.”
3. Click on “Apply for Transhare” on the top right side of the page to access the online application.

Please email gocard@hhs.gov if you have any questions or would like more information.

General GO!card FAQs

1. What is a GO!card?

The GO!card is a transit subsidy charge card. Each month, your transit benefit amount is automatically loaded on to the GO!card.  

2. What do I use my GO!card for?

With the GO!card, purchasing transit media has never been easier. Each month, you purchase passes or fare cards directly from your transit provider - online, from ticket voucher machines (TVMs), and from ticket windows - and pay for them with your GO!card.

3. What do I do if I need help with my GO!card? 

Email:  gocard@hhs.gov.  All inquiries should include your full name. Do NOT include any portion of your Social Security Number or your complete card number.  Provide the last 4 digits of card number only along with a brief description of your problem. You will receive a response within 4 business hours. 

4. How do I replace a lost or stolen GO!card charge card?

Lost or stolen cards, should be immediately reported to JPMorgan Chase @ 1-800-316-6056..

5.How do I activate my GO!card?

To activate your card, call the toll free number on the sticker (1-877-222-2312) attached to the front of your card.  Follow the prompts by the automated attendant:
"Please enter your card number now." (Enter your 16 digit card number.)

“Please enter your 4 digit access code now.  This is typically the last 4 digits of your social security number or social insurance number.  If you need to start over press the star key.”  (Enter the last 4 digits of your Social Security Number.)

If you have entered your 4 digit access code incorrectly, the automated attendant will prompt you by saying:  “The number entered could not be identified, please reenter your 4 digit access code.”  (Re-enter the last 4 digits of your Social Security Number.)

Upon acceptance, the automated attendant will say:  "Please hold while we access your account."

After a few moments silence, the automated attendant will say:  "Thank you your card has been activated.  Please remember to remove the sticker and sign the back of your card. Thank you for calling."

At this point, you can hang up the telephone – Congratulations your card is activated!

6. How do I check my GO!card balance?

Transhare participants are able to check monthly balance and available limits on their individual accounts at any time through the use of the automated attendant.  Simply call the toll free number for Customer Service (800-316-6056) on the rear of your card and follow the prompts.

"Welcome to JP Morgan Chase Commercial Card Solutions.  Please enter your card number now." (Enter your 16 digit card number.)

"Please enter your 4 digit access code now.  This is typically the last 4 digits of your social security number or social insurance number.  If you need to start over press the star key." (Enter the last 4 digits of your Social Security Number.)

"Please hold while we access your account."

After a few moments silence, the automated attendant will say:  "Your current balance is X dollars and Y cents.  Your available credit is Z dollars.  To repeat previous information, press 1."

Current balance is how much you have spent in the benefit period. Available credit is the remaining benefit you may spend in the benefit period. 

7. When are benefits available and refreshed on my GO!card?    

Transit charge card benefits are available to you on the 23rd of each month for the following month and the monies will be available through the 22nd of that month.  It is recommended that you purchase your entire monthly subsidy no later than the 15th of each month to ensure that transactions post in the billing cycle for the current month.

8. How do I add fare value to my SmarTrip card with my GO!card Charge Card?

1) Once you have obtained your Go!Card, visit the Metro subway station of your choice and locate a fare machine with a SmarTrip card reader.  Touch your SmarTrip card to the circular target. The screen will display the current balance of your SmarTrip card.
(2) Press B (Add Value).  
(3) On the next screen, Press B (To Pay with Credit Card).
(4) The next screen will show the total cost which is the amount of benefits you will be adding to your SmarTrip card. Total SmarTrip value shows how much will be on your card after you Add Value. The machine defaults to $20.00 as the added amount. Press the $ and ¢ keys to change the balance to transfer to your SmarTrip card.  After choosing a value, press C to complete your benefit claim.
(5) The next step will be to Insert your Go!Card into the designated credit card slot and then quickly remove. After your GO!card has been recognized by the machine, the screen will ask if you would like a receipt. Press B for Yes, C for no.
(6) Finalize your benefit claim by touching your SmarTrip card to the circular target one more time.  This completes the transaction.

9. Can I use my GO!card or transit subsidy to pay for bicycle and/or car sharing programs?

The purpose of the transit subsidy benefit is to provide a reimbursement for actual incurred commuting expenses while using mass transit or state registered van pools as defined by the IRS. The IRS definition of mass transit includes bus, ferry and rail only. The IRS definition of mass transit does not include bicycle share programs such as Capital Ride Share or commercial car share organizations such as ZipCar.  The GO!card transit subsidy charge card should not be used to procure these services.

HHS Employees, find GO!card/Transhare Help 24/7 
via the GO!card/Transhare Self-Service Knowledgebase

HHS employees now have access to the answers for your most common GO!card/Transhare questions, right from your desktop.  The Transhare Office, in conjunction with the ONE DHHS help desk, introduces the self-service, on-line knowledgebase. 

With the self service on-line knowledgebase, HHS employees can:

- Review the Top 10 Frequently Asked Questions   
- View Alerts and Important Updates
- Search the Knowledgebase
- Submit a help desk ticket from the same screen
- Get a status update to your travel Help Desk Ticket  

To access the knowledgebase, click the box below.