Troubleshooting Your U-Pass
For a variety of reasons, a student U-Pass can become non-functional. Often times this has something to do with the condition of the card (damaged), an existing balance on the card that is preventing the U-Pass portion of the pass to function (negative balance), or issues with eligibility for the U-Pass program (credit hours, etc.).
Below are some common issues that student's may face and steps to alleviate those issues. If you do not see your specific issue, please see our robust FAQ section. In the event that you are still having issues with the functionality of your U-Pass, please contact U-Pass. Please include your name, student ID, and a detailed description of your issue.
I did not activate my U-Pass:
All students with new or replacement cards must activate them before use. If you have a new U-Pass and completed these steps, please try again using a landline versus a cellphone.
1) Activate your Ventra U-Pass by calling 1-877-450-5328. You MUST call to activate the card or it will not work properly. You will need your U-Pass and your Student ID to complete this procedure.
2) If you are a new U-Pass cardholder or an existing cardholder who has not registered your card yet, go online to www.ventrachicago.com (recommended) or call 1-877-669-8368 and follow the prompts. You will need your U-Pass and Student ID to complete this process. Replacement U-Pass requests can skip this step if they have previously registered their card.
3) Your card will work approximately 20 minutes after completing these steps.
My card is not reading correctly at the Ventra Machine (shows stop at the turnstile and will not let me through):
- Please verify that your U-Pass entitlement is active at the Ventra website, at any Ventra machine located at most EL stations, or by calling Ventra at 1-877-669-8368. When calling, dial 1 for English or 2 for Spanish, and then 0 for customer service. You will need your U-Pass card number and expiration date (on the back of the card) to view this information.
- If the U-Pass benefit is not active (it will say U-Pass under "Passes" in the middle of the web-page), please email firstname.lastname@example.org to check on eligibility. U-Passes activate 3-4 days after full-time status appears in LOCUS.
- If the U-Pass benefit is active, please verify on the Ventra website that your card does not have a negative balance. There are two ways to correct negative balances:
- You can add money to the card and bring the balance to at least $0.00*
- If you feel the charge is in error, please call Ventra at the number listed above.
*Negative balances are the responsibility of the student. Loyola University Chicago is not able to bring a student’s transit card to a positive balance.
My card will not read at any Ventra machine (at the Ventra machine it shows no balance or does not scan):
For a no cost replacement (damaged card): Go to Ventra Customer Service at 165 N. Jefferson Ave, Mon -Fri 8:00am-4:30pm. If Ventra determines the card is not reading, they will issue a 7-day transit pass and a Ventra Defective Card Replacement Form. Bring the form you receive from Ventra to the Terry Student Center or Damen Student Center Information Desk so they can order a replacement U-Pass free of charge. PLEASE VERIFY YOUR CARD IS NOT READING AT A VENTRA MACHINE AND, IF POSSIBLE, WITH A CTA ATTENDANT BEFORE VISITING VENTRA CUSTOMER SERVICE. MANY TIMES THE CARD IS WORING BUT HAS A NEGATIVE BALANCE
To pay for a replacement (lost or stolen card): Go to the Terry Student Center or Damen Student Center Information Desk and order a replacement U-Pass for $50.00 (Rambler Bucks only). Without the Ventra Defective Card Replacement form, it is treated as a lost or damaged card and the full replacement cost applies. Loyola does not have the authority to issue a free replacement U-Pass without the replacement form and does not have 7-day transit passes available for this purpose.
My debit/ credit card was charged for a bus/ EL fare and I have a U-Pass
The Ventra system will charge any debit or credit cards that have wi-fi capabilities for charges. Loyola University Chicago recommends that you remove your U-Pass from your wallet when touching the Ventra reader on buses and trains.
If a students' debit or credit card has been charged, they should contact their financial institution for their procedures on challenging incorrect charges. Many times a financial institution will correct the situation.