OnYourWay Support Request Logo

  • OnYourWay Support Request

  • Collection of personal information

  • Personal information is being collected and will be used for the purpose of verifying your eligibility for a reduced transit fare (e.g. senior, youth, post-secondary, etc.). The supporting documentation you provide (e.g. government-issued photo ID) will be deleted after staff have reviewed it and confirmed your eligibility. If you do not want to submit your supporting documentation online you can visit the Guelph Transit Administrative Office (170 Watson Road South) or ServiceGuelph (Guelph City Hall, 1 Carden Street). 

    Personal information, as defined by Section 2 of the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA), is collected under the authority of the Municipal Act, 2001, and in accordance with the provisions of MFIPPA.

    If you have questions about Guelph Transit services or your OnYourWay account please contact 519-822-1811 or email onyourway@guelph.ca.

    If you have questions about the collection, use and disclosure of this personal information, please contact the City’s Information and Access Coordinator by phone at 519-822-1260 extension 2349 or email privacy@guelph.ca.

  • Terms and conditions

  • View the OnYourWay card terms and conditions

  • Account/card renewal (Expiry update)

    Renew your existing account or card for continued service.
  • Image-101

  • Replacing an OnYourWay card

    For card replacement, please provide the new card number and, if available, the old card number. Additionally, upload your government issued ID as proof of account ownership. Once processed, the old card will be cancelled, and the new card will be activated, including any balance transfer. You will receive an email confirmation once the process is complete.
  • The card number is on the back of the card above the barcode.
  • Browse Files
    Drag and drop files here
    Choose a file
    Cancelof

  • Switch between the OnYourWay app account and OnYourWay card

    If you are transitioning between the OnYourWay app and OnYourWay card, kindly provide your app account number along with your card number that you will be migrating between.

  • If you do not currently possess a card and require one, we recommend visiting a select retailer to obtain an OnYourWay card and commence the process here again.

    For existing cardholders, please enter your card number, which can be found on the back of the card.

  • Image-77

  • Please enter your OnYourWay app account number, which can be found on the first tab in the app as shown below:

  • Image-79

  • Linking a PRESTO card to your OnYourWay account

    To link your PRESTO card/account to your OnYourWay account, please confirm your agreement to the Privacy Notice. Input your PRESTO card/account number and your OnYourWay card number in the spaces provided. Please be aware that only OnYourWay cards are eligible to be linked as part of the Connect-to-GO Program. OnYourWay app account holders must obtain an OnYourWay card to facilitate linking for the Connect-to-GO Program.
  • Image-82
  • Image-84

  • OnYourWay and Connect-to-GO Privacy Notice

    Guelph Transit collects the following personal information when you enroll in the Connect-to-GO Fare Discount Program for the purposes of confirming your eligibility and linking your OnYourWay fare card and PRESTO fare card:

    • OnYourWay fare card number
    • PRESTO fare card number
    • First and last name
    • Government issued ID (will be deleted after staff have reviewed it and confirmed your eligibility)
    • Email
    • Address
    • Phone number

    Guelph Transit collects and discloses the following personal information to Metrolinx when you participate in the Connect-to-GO Fare Discount Program for the purposes of identifying, validating, and reconciling your co-fare trips and transactions:

    • OnYourWay fare card number
    • PRESTO fare card number
    • Date of co-fare trip and time of OnYourWay fare card transaction
    • Guelph Transit route number of co-fare trip taken

    This personal information is collected under the authority of the Municipal Act, 2001, and in accordance with the provisions of the Municipal Freedom of Information and Protections of Privacy Act.

    If you have questions about OnYourWay or Connect-to-GO please contact Guelph Transit by phone at 519-822-1811 or email onyourway@guelph.ca.

    If you have questions about the collection, use, and disclosure of this personal information, please contact the City of Guelph’s Information and Access Coordinator by phone at 519-822-1260 extension 2340 or email privacy@guelph.ca.

  • Changing the class associated with the account

    To change the class associated with your account, please enter your card number below. Additionally, you will need to provide proof of eligibility for the new class.
  • Image-86

  • Transferring a balance from one account or another

    To transfer a balance from one OnYourWay app/card to another, please enter the existing OnYourWay app/card account number from which you wish to transfer the balance. Additionally, provide the card/account that will receive the new balance. You must provide Government Issue ID as proof of account ownership for both accounts using the portal provided below. Note: Balance transfer requests are completed for the full balance.
  • Image-87
  • Image-88
  • Browse Files
    Drag and drop files here
    Choose a file
    Cancelof

  • Option 1: Activating an OnYourWay card or OnYourWay app account for the first time.

  • The OnYourWay app account number is on the account tab in the app.

  • The account number is on the account tab in the app

  • The OnYourWay card number is on the back of the card.

  • The account number is on the back of the card.

  • The OnYourWay card fee is $5. You can get a new OnYourWay card:

    • By visiting a select retailer.
    • By calling Transit administration at 519-822-1811 option 3 to pay the card fee. Once the card fee is paid the card will be mailed out.

  • Select your fare class

  • Adult

    Proof of eligibility is not required for the Adult class. Click Submit to complete the form.

  • Youth

    1. Youth up to age 18
    2. If over 18, must be enrolled in high school

    Documents required

    1. Government issued photo ID
    2. Proof of high school enrollment

  • Child

    1. Children up to 12 years old
    2. Benefit ends the day the child turns 13

    Documents required

    1. Government issued photo ID

  • Senior

    Senior age 65 or older

    Documents required

    1. Government issued photo ID

  • Affordable

    Eligible customers who have been approved for the Affordable Buss Pass subsidy

    Required documents

    1. Government issued photo ID

  • City staff

    City of Guelph employees

    Required documents

    1. Proof of employment (pay stub/employee security access card)

  • Corporate staff

    Employees of corporations that have an approved employee program with Guelph Transit.

    Required documents

    1. Government issued photo ID
    2. Confirmation of current valid employment with a partnered corporation

  • Veteran

    Any resident of Guelph who has actively served with the Canadian forces or its allies.

    Required documents

    1. Completed Veterans' Pass Application Form
    2. Government issued photo ID
    3. Current photo for the card
    4. One of the following documents as proof of service (documents must be in English or French or accompanied with a certified translation of the document):
      1. Canadian Forces Certificate of Service or Discharge Certificate (both sides) or equivalent for Merchant Navy and Allied Forces
      2. Veterans Affairs Canada – Health Identification Card
      3. If currently serving, a letter from applicant’s home unit confirming type of service, receipt of Canadian Decoration or 3 years of paid duty
      4. If police personnel, a letter from the applicant’s police service confirming his/her involvement in a NATO operation or a United Nations (UN) peacekeeping mission
      5. Statement of service or discharge certificate showing service in Vietnam during Vietnam War in the United States forces or the forces of its allies during this war and proof of Canadian Citizenship at the time of service

  • Post secondary

    All students enrolled in a post-secondary institution (excluding University of Guelph).

    Documents required

    1. Tuition receipt, enrollment letter or time-table (the document must show the full name, student ID number and semester enrolled

  • Required documents

    Please note: We only need to verify your name and date of birth. In order to protect your privacy, we recommend that you redact (i.e. black out) any unique identifying numbers such as licence or passport numbers prior to submitting your supporting documentation. Submitting a copy of identification online is voluntary and you can choose to verify your eligibility in-person instead by visiting the Guelph Transit Administrative Office (170 Watson Road South) or ServiceGuelph (Guelph City Hall, 1 Carden Street).
  • Browse Files
    Drag and drop files here
    Choose a file
    Cancelof
  • Browse Files
    Drag and drop files here
    Choose a file
    Cancelof
  • Browse Files
    Drag and drop files here
    Choose a file
    Cancelof
  • Browse Files
    Drag and drop files here
    Choose a file
    Cancelof
  • Browse Files
    Drag and drop files here
    Choose a file
    Cancelof
  • Browse Files
    Drag and drop files here
    Choose a file
    Cancelof
  • Browse Files
    Drag and drop files here
    Choose a file
    Cancelof
  • Browse Files
    Drag and drop files here
    Choose a file
    Cancelof

  • Summary

    Name: {customerName}

    Email: {email}

    Address: {address}, {city} {province}, {typeA}

    Subject: {whatIs}

     

    Click Submit to complete the process or the Back button to make any changes.

  • Should be Empty: