VERIFY ME FIRST
The three things you verify before any account action
What are the full name, date of birth, and the security question?
The minimum and maximum amounts for a single load.
What are $4 and $500?
The usual reason ARC declines a load through the IVR.
What is the billing address or Zip code not exactly matching the bank's records?
Only this transaction can be reversed.
What is the last one?
For a driver or service complaint, you do NOT do this.
What is create a case? (Transfer it to the transit agency.)
Do this before anything else on a call, so you can actually work the account
What is getting the ARC card number
Agents never do this; the secure IVR does it instead.
What is take or enter the customer's card details?
If the load isn't in our transaction history, this is what the caller's charge actually is.
What is a hold the bank will release?
Where you send a customer whose last transaction was paid in cash.
What is the nearest IPSC (in-person service centre)?
Only this party can add or move a student pass.
What is the school?
After this many invalid PIN attempts, the IVR auto-transfers to a live agent.
What is two?
The number of payment attempts in the IVR before you advise a call back.
What is three?
You block the lost card even when the caller has this.
What is no replacement card yet?
The maximum goodwill reimbursement an agent can authorize alone.
What is $17 (or two day passes)?
myARC shows only this, which is why a pass doesn't appear there.
What is the balance?
Use this fallback ID check when the security question isn't confirmed or there's no email on file.
What is the date of birth?
Subsidized riders must load the full subsidized amount including this odd extra, or the cap may not apply.
What is 99 cents?
Doing this in My ARC does NOT block a card.
What is unlinking it?
This amount range needs supervisor approval, and this is the system maximum.
What are $17–$32, with $32 the max?
Debit or credit card balance questions get referred here.
What is the customer's own bank?
When a card number won't validate, you offer to look the caller up by these.
What are first and last name, date of birth, and email?
Two things that must be true before autoload can be set up.
What are a registered card and a valid payment method already on file?
Check this status first, because a card can't be deleted while it's enabled.
What is autoload?
The balance transfer to a replacement card works only between cards of this matching type.
What is primary to primary?
Logged inquiries get a response within this window.
What is 24–48 business hours?