| 1. Error message reads: "Currently unable to log you into the SmartRider system. The Password entered does not match the password in the SmartRider database." |
| If you are seeing the above error, the SmartRider password you entered into the profile (NOT your TravelEasy password) does not match the answer to the security question that was provided when you registered your card. To rectify this you will need to contact the Transperth InfoLine on 13 62 13, to verify and possibly update your SmartRider security answer. |
| 2. Error message reads: "Currently unable to log you into the SmartRider system. The card number you entered was not found." |
| If you see this error, there are two possible reasons this is occurring:
- You have typed in your SmartRider card number incorrectly or wrongly formatted.
Please verify that you have entered the number correctly. It should be a 9 digit number without spaces. Also please ensure that you do not include "SR" in front of the numbers.
- The card is not yet registered in the SmartRider system.
Your card must be registered in the SmartRider system (which is separate to the TravelEasy system) before you can view any information through the Transperth website. You should have filled in a registration form when you purchased your SmartRider card, and if you have not you will need to call the Transperth InfoLine on 13 62 13 to register your card.
If you have filled in and submitted a registration form, please be aware that it may take upto 7 days for the form to be processed, and you will not be able to access any information through the Transperth website until this occurs. |
| 3. Error message reads: "This card is already linked to another account" |
A TravelEasy account can only be linked to one SmartRider card, and a SmartRider card can only be registered to one TravelEasy account. If you wish to link several SmartRider cards, you will need to create a TravelEasy account for each SmartRider card.
If you can not remember the TravelEasy login you originally linked to your SmartRider card, you can use the "forgotten username" or "forgotten password" function to retrieve the details of the TravelEasy account. |
| 4. Error message reads: "Currently unable to log you into the SmartRider system. The Date entered does not match the birth date in the SmartRider database." |
| If you are seeing the above error, the date of birth you entered into your TravelEasy profile does not match the date of birth that was entered into the SmartRider system when your card was registered. To rectify this you will need to contact the Transperth InfoLine on 13 62 13, to verify and possibly update your date of birth. |