Frequently Asked Questions (part 1)

When making a payment, the terminal offers the following 3 options for receiving your change․

1. Collect your change at a Telcell branch or transfer it to your preferred account. If you choose to collect it at a branch, you will receive a change receipt, which can be presented at any Telcell branch together with your passport/ID card, and if you choose to transfer the amount to your preferred account, you will need to contact the call center, after which the change will be transferred accordingly.
2. Transfer the change to the Telcell Wallet account associated with the phone number entered during payment.
3. Transfer the change to the phone number entered during payment.

At a terminal, you can purchase single-ride tickets or activate any ticket or travel pack on a transport card. Privileged packs can also be loaded onto a transport card, but your transport card must first be verified.

All privileged packs are fully available in the Telcell Wallet app after completing the verification process.

If you have already verified your identity in the app, no additional verification is required. The system automatically checks your information against the privileged database and grants access to the eligible packs.

This issue most commonly occurs with dynamic QR tickets, as they require an internet connection to function. Please check that your phone’s automatic date and time setting is enabled and that you have a stable internet connection. If the problem persists, please contact us.

The system operates in offline mode so that payments can still be processed even when there is no internet connection or when the network is congested. If the system operated entirely online, even a brief network interruption could prevent transactions from being completed, creating additional inconvenience for passengers.

The terminal may fail to register a coin payment if the coin acceptor is temporarily out of service. This often happens when users or individuals insert foreign objects instead of coins, causing the device to become blocked. In such cases, a warning message appears on the terminal screen advising users not to pay with coins. Please use an alternative payment method if this occurs.

At the moment, the system does not provide a way to check your outstanding balance because it operates in offline mode. We are considering introducing an outstanding balance checking feature in the future.

The scanner displays a declined message if your bank card does not have sufficient funds, if you have an outstanding fare from a previous trip, or if the payment could not be processed because of transaction limits imposed by your card-issuing bank, even though you were allowed to travel. In such cases, the system automatically collects the unpaid fare of 150 AMD from your previous ride. You can try making the payment again after 1-2 minutes, and it should be processed successfully.

To prevent duplicate payments on the same vehicle and to uphold the “one person, one trip” principle, a 30-minute restriction applies to bank cards, transport cards, and dynamic ticket packs. This restriction only applies when boarding the same route or entering the same metro station.
The restriction is particularly important for unlimited travel packs linked to bank or transport cards, as it helps prevent misuse that would violate the “one person, one trip” principle.
Such misuse has already been detected within the system, and this measure has been introduced to prevent multiple free trips.

Unlike other payment methods, the operational and maintenance costs of Telcell Wallet are significantly lower. For this reason, discounted fares are available when purchasing tickets via Telcell Wallet. By offering these discounts, we aim to encourage the convenience and efficiency of in-app payments while making them more cost-effective for users.

Ticket fares and validity periods are determined by the Yerevan Municipality. Telcell simply provides the payment system and is not involved in managing or regulating the transport system. This means we are responsible for the technical implementation of the payment solution, while all decisions, oversight, and regulations are carried out solely by the relevant municipal and government authorities.