A mobile Pass can only be connected to one trip at any time. Please refer to the 'My Trip' section of the app and check if your Pass is not already connected to an existing trip.
If you experience any problems, please enable the error logging function on the app and send us your DeviceID.
On the app, please go to the 'More' tab (bottom right of screen), then 'Settings' (top right of screen), scroll down to 'Enable error logging' (slide to the right or tap on it to enable). You will see the DeviceID just underneath as per below example:
If you need assistance, please contact us (kindly remember to quote your pass number or order number as well as your DeviceID)