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Frequently Asked Questions (FAQs)

GO!card® FAQs

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

Enacted January 2, 2013, the American Taxpayer Relief Act of 2012 included an increase to Qualified Transportation Fringe Benefits for transit/vanpools raising the monthly maximum to $245 (Section 203 of the American Taxpayer Relief Act of 2012, Pub. L. 112-240). This legislation expires at the end of 2013. There have been questions about the impact this will have on transit subsidy benefits. Following are some Frequently Asked Questions to help provide clarity and eliminate confusion for our customers.

Q: Will the maximum Transhare benefit decrease? If so, when?

A: Our office remains hopeful that legislation enabling us to maintain current benefit levels will be passed. However, without legislation or an Executive Order that extends current benefit levels, the maximum monthly transit subsidy will revert to pre Taxpayer Relief limits adjusted for inflation. Participants would then be eligible to receive up to $130 per month for the January 2014 benefit cycle.

Q: Do I need to update my Transhare application?

A: No. The Transhare program will automatically decrease your benefit amount if it is in excess of $130 per month.

Q: What happens if H.R. 8 expires and subsequent legislation is later passed to raise the maximum benefit back to $245 per month? 

A: In the event that subsidy amounts are decreased and subsequently need to be increased again, the Transhare Program will do so automatically. The Transhare program has record of your actual commuting expenses and will automatically increase your benefit amount.

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

A: If your actual commuting cost is in excess of $130 per month, your GO!card® credit limit will automatically decrease to $130 on December 23, 2013 for the January 2014 benefit period.

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

A: You may check your GO!card® available credit by calling 1-888-297-0783. You will need your account number and the last four digits of your Personal Identification Verification (PIV) number as it appears on the back of your HHS employee badge.

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 at 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 given by the automated attendant:
    "Please enter your card number now." (Enter your 16 digit card number.)

    “Please enter your 4 digit access code now.” For HHS employees, this is the last four digits of your Personal Identification Verification (PIV) number, which is located on the back of your HHS employee badge (not your GO!card).

    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 re-enter your 4 digit access code.” (Re-enter the last four digits of your Personal Identification Verification (PIV) number.)

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

    After a few moments of 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 now activated!
  6. How do I check my GO!card® balance?

    Transhare participants are able to check their monthly balance and available limits on their individual accounts at any time by using 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. If you need to start over press the star key." This is the last four digits of your Personal Identification Verification (PIV) number. (Enter the last four digits of your Personal Identification Verification (PIV) number.)

    "Please hold while we access your account."

    After a few moments of 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."

    Your current balance represents how much you have spent in the benefit period. Your 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 to 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 here.

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Content created by Assist. Sec./Administration - Program Support Center
Content last reviewed on June 16, 2014