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FAQ: Transit Pass


My Commuter Benefits payroll deduction was suspended or cancelled. How can I resume my payroll deduction?

Log into your agency’s payroll portal at https://www.commuterbenefitsnyc.com/signup.aspx. If your deduction was suspended, you can change the resumption date to have the payroll deduction resume earlier than originally scheduled. If your deduction was cancelled, you will need to re-enroll in a commuter plan to start the payroll deduction. Because of payroll timeframes, your deductions may not occur for up to two payroll periods.

I suspended or cancelled my transit order at the Edenred Commuter Benefits website. How can I resume my transit order?

Follow the steps below to resume your transit order:

  • Log into your Edenred account at https://www.commuterbenefitsnyc.com/login.aspx.
  • If you have opted out your orders, go to “Options” on the main page of your dashboard and select “Edit Order” to resume your order.
  • If your order was cancelled, select “Place an Order” and follow the prompts.
  • Update your order by the deadline:
    • 4th of the Month: MTA Long Island Rail Road and Metro-North Railroad tickets
    • 10th of the Month: All other transit products
    • For MTA Long Island Rail Road and Metro-North Railroad riders in the MTA Mail&Ride program, if you have returned funds in your Mail&Ride account that are sufficient for your upcoming order, place your order with the Mail&Ride program first before resuming your order in your Edenred Commuter Account.

What should I do if I am a Transit Pass Plan participant and need to return my MTA Long Island Rail Road (LIRR) or Metro-North Railroad (MNR) ticket and get a refund?

Use the yellow return envelope to mail the unopened ticket back to MTA LIRR/MNR at the below address by the 1st day of the month for which the ticket is valid. Contact LIRR/MNR to request the credit be returned to your Edenred account; otherwise, refunds will be credited back to your Mail&Ride account. It takes 6-8 weeks for refunds to be posted in your Edenred account after LIRR/MNR receives your ticket.

For additional information regarding your return, please reach out to their customer service support.

MTA Long Island Rail Road (LIRR)
Return tickets to:
LIRR Ticket Refunds Department
Jamaica Station – MC 1410
Jamaica, NY 11435-4380

Phone: (718) 217-5477
Email: MRinquiries@lirr.org

Metro-North Railroad
Return tickets to:
Ticket Redemption
MTA Metro-North Railroad
P.O. Box 4117
New York, NY 10163

Phone: (212) 532-4900
Email: mailride@mnr.org

What should I do if I am a Transit Pass participant and need to suspend my upcoming MTA Long Island Rail Road (LIRR) or Metro-North Railroad (MNR) order?

Follow the steps below to suspend your MTA Long Island Rail Road or Metro-North Railroad order:

1) Suspend your Commuter Benefits payroll deductions with your employer.
2) Suspend your LIRR/MNR orders with Edenred Commuter Benefit Solutions at www.commuterbenefitsnyc.com.
3) If you are enrolled in the MTA Mail&Ride program, suspend ticket order with the MTA Mail&Ride program via your online Mail&Ride account or contact Mail&Ride Customer Service.

For detailed instructions and deadlines regarding this process, please visit Edenred’s COVID-19 Updates and Policies page. Information on returns and refunds can also be found there.

How does the Transit Pass Plan work?

After you enroll in the Transit Pass Plan, your elected deduction amount will be taken from your wages every pay day. Your deductions will be credited to your Transit Account at Edenred, the City's Transit Benefit provider. You select the transit passes or tickets you want to have mailed to your home on the Edenred website. The deadline for making your choice each month is the 10th of the month for all fare media or the 4th of the month for the MTA LIRR and Metro-North. Your pass or tickets will be mailed to your designated mailing address by the 1st day of the calendar month. For example, you make your Transit pass choice by January 10th for February.

Are there any service fees for this program?

Yes, there is a monthly administrative fee of $2.05 for account maintenance and transaction costs. The administrative fee is a post-tax deduction. It will be deducted from your pay once a month when you are enrolled in this plan and deductions are being contributed to your commuter account.

How is my W-2 affected?

Your taxable wages in Box 1, Social Security and Medicare wages in Boxes 3 and 5, and state and local wages in Boxes 16 and 18 will be reduced by the value of the pre-tax transportation deductions from your pay. The amount will be labeled "IRC132" in box 14. Your wages will not be adjusted by the value of administrative fee deductions.

What transit pass options are available for home delivery?

Over 90 transit providers are supported for the home delivery program covering hundreds of transit pass and ticket options. See the list of Transit Pass providers.

How do I elect my Transit Pass or Ticket?

Two business days after you enroll in the Transit Pass Plan, go to the Edenred website or call Edenred Customer Service at 833-584-8109 Monday through Friday, from 8 a.m. to 8 p.m. Eastern Time, to select your pass or ticket. You will select your transit provider from the Edenred website and the available pass and ticket options will be displayed. Download a 1-page guide How to Place an Order for a Transit Pass.

What are the ordering deadlines for home delivery?

You can make your order after your first payroll deduction has been taken, but you must make your order before the 10th of each month (or 4th of the month for LIRR and Metro-North) which is the ordering deadline for home delivery of passes. For example, you must make your order by January 10th for February.

What if I don't have enough funds in my account to pay for the pass I want?

If you don't have enough funds in your account to pay for the transit pass or ticket you want, you can securely supplement the funds in your account with funds from your own personal credit or debit card. You can leave this personal credit or debit card on file, but it will only be used if funds in your account are not sufficient to pay for your order. Or you can opt to skip a month and make your election when you have sufficient funds in your account to cover the cost of your transit pass or ticket.

Can I place an order if I do not have any payroll deductions yet or my account balance is zero?

Yes, you can place an order if you do not have funds in your account, but the order will not be sent to you unless funds are received to pay for your order before the monthly order deadline.

When will I get my Transit Pass order?

You can expect your order in the mail before the first day of the benefit month. For example, your February pass will arrive during the last week of January.

What if I don't know what pass I want by the 10th of each month?

You may want to consider enrolling for the Commuter Card instead because you are not limited by the 10th of the month restriction.

What if I often switch my commuting pattern?

You may want to consider using the Commuter Card since you can purchase different passes and tickets from different transit providers in different months or even within the same month.

Do I have to come back to the website and update my order each month?

  • If you chose the frequency of your order to be Every Month, you will automatically receive the order each benefit month as long as you remain eligible to participate in this program or until you change or cancel the order.

  • If you chose the frequency of your order to be One Month Only, you will receive the order for the upcoming benefit month only. You will need to place another order and select "Every Month" as the frequency to receive it more than once.

What if my pass gets lost in the mail or I get the wrong pass in the mail?

Call Edenred Customer Service at 833-584-8109 for assistance. You must contact Edenred to report the missing order within the first 3 business days of that month. Please note that customer service staff cannot assist with late or lost pass issues until the 1st day of the benefit month.

What happens if my Transit Pass is damaged, lost or stolen?

If your pass is damaged, you should consult with your transit provider to see what options they support. The Transit Pass Plan does not provide any reimbursement if you lose your pass or if it is stolen. It should be safeguarded in the same manner as any other personal item were lost or stolen.

How do I enroll in the Commuter Benefits Program Transit Pass plan?

  • City employees: use NYCAPS Employee Self Service or contact your agency's Transit Benefit Coordinator.

  • Department of Education (DoE) employees: use DoE payroll portal or obtain an enrollment form from the DoE website. DoE forms are mailed to the Department of Education, 65 Court Street, Room 1003, Brooklyn, NY 11201.

  • City University of New York (CUNY) Community College employees: download an enrollment form from the CUNY website or contact your Transit Benefit Coordinator.

What happens when I leave City employment?

You have 90 days after your separation date to spend the remaining funds in your transit account.

How can I check my Transit Pass account balance?

Use the following options to access your Transit Pass account balance with Edenred:
  • Log on to your account on Edenred website.

  • Call Edenred Customer Service at 833-584-8109 Monday-Friday, 8am-8pm and follow the prompts to check your balance. You will be required to provide the last four digits of your Employee Reference Number (ERN) and home zip code.

For additional information visit Edenred website or call Edenred Customer Service at 833-584-8109 Monday to Friday, 8am-8pm.