Help Index

Frequently-Asked Questions

1. How do I suspend my Recurring Order for a month?

To suspend your Recurring Order, follow the steps below. Recurring Orders must be suspended by the 9th of the previous month.

  • Log into your account
  • Select "Manage Account" from the main menu
  • Select "View" next to the recurring order you want to suspend
  • Select the month(s)/year(s) you are suspending
  • Click "Update Recurring order"
  • If you are using SmartBenefits you must also log into your WMATA SmarTrip account to delete your allocation to CommuterDirect.com. You must also reallocate your benefits to CommuterDirect.com when you want the benefit to be reinstated.

Note: You will also receive an email 5 days before your order ships, which will remind you to make any changes to the order before it ships.

2. How do I cancel my Recurring Order?

To cancel your Recurring Order:

  • Log into your account
  • Select "Manage Account" from the main menu
  • Select "View" next to the recurring order you want to cancel
  • Click "Cancel Recurring Order"
  • Select YES to confirm that you want to cancel the order.
  • If you are using SmartBenefits you must log into your SmarTrip account to delete your allocation to CommuterDirect.com.

3. Why do I need a credit card on file if my employer is paying for my ticket or pass?

A credit card is required for using the CommuterDirect.com mailing service because we send you a ticket or pass before we receive payment from your employer. Basically, it's like making a hotel reservation... you must provide a credit card to make a reservation, but once you arrive, you may pay for the services using your desired method of payment. When you are creating your order (whether it is Recurring or One-Time), you will specify that you are using SmartBenefits to cover your ticket purchase instead of your credit card. If you do not like the requirement of placing your credit card on file, we have brick-and-mortar Commuter Store locations that you can allocate your benefits to and go and pick up your ticket.

4. How and when do my monthly SmartBenefits go from my employer to CommuterDirect.com?

  • Your employer pays WMATA for your transit benefit. You will need to update your benefits with your employer by the 15th of the previous month. (This date may be different depending on your employer.)
  • CommuterDirect.com sees the funds being directed toward your SmarTrip account (by WMATA) and applies that amount of money as a credit towards your CommuterDirect.com account on the 22nd of the month.
  • On the 1st of the month WMATA forwards that payment to CommuterDirect.com.

5. Can I split my SmartBenefits between MARC, VRE or MTA Commuter Bus and Metro?

Yes. When allocating SmartBenefits to CommuterDirect.com from your WMATA SmarTrip account, please enter only the amount that you would need CommuterDirect.com to take for your MARC, VRE or MTA Commuter Bus ticket. We will place the allocated funds for your MARC, VRE or MTA Commuter Bus ticket in your account each month, and you will be able to download the Metro portion to your SmarTrip card at the Metro station on the first day of the effective month.

6. Do I need a CommuterDirect.com account to use SmartBenefits on services other than MARC, VRE or MTA Commuter Bus?

No. If you use any transit system that accepts SmarTrip cards, you can download your SmartBenefits directly to your card at a Metrorail station farecard machine. MARC, VRE and MTA Commuter Bus do not accept SmarTrip cards, and CommuterDirect.com provides a convenient way to apply SmartBenefits to MARC, VRE and MTA Commuter Bus fares.

7. When will my tickets be mailed?

If you have a Recurring Order with us, your ticket will be mailed out between the 11th and the 22nd of the prior month. If you are placing a One-Time order and place your order before 2:00pm that day, it will be mailed out the same day. Orders placed after 2:00pm will be shipped the next business day via the shipping method you choose. We encourage you to use a traceable shipping method if your order is placed after the 20th of the month. Commuter Direct is not responsible for tickets not received by the 1st of the month.

8. Why was my credit card charged when I get SmartBenefits from my employer?

Your credit card will ONLY be charged if:

  • Your Recurring Order does not reflect a promise payment of SmartBenefits or other acceptable fare media.
  • We do not receive your promise payment by due date on your receipt.
  • You did not place your SmarTrip card on file in your CommuterDirect.com account.

9. How do I add a credit card to my account?

  • Log into your account
  • Select "Manage Account"
  • Select "Payment Methods"
  • Scroll down to "Personal Credit Cards"
  • Click on "Add Personal Credit Card"
  • Enter card information
  • Click "Save"

10. How do I add my employer-sponsored debit or credit card to my account?

  • Log into your account
  • Select "Manage Account"
  • Select "Payment Methods"
  • Scroll down to "Employer Debit/Credit Cards"
  • Select "Add Employer Debit/Credit Card"
  • Enter card information
  • Click "Save"

You will need to edit your Recurring Order to make the employer-sponsored card your new payment method.

  • From the "Manage Account" screen, click "View" next to the recurring order to be updated.
  • Scroll down to "Funding Options" and click on "Employer Debit/Credit Card"
  • Select the debit or credit card from the drop-down menu (the menu will show the last four digits of your card)
  • Enter the amount to be charged to the employer-sponsored card
  • Click "Update Recurring Order"

11. How do I pay for the remaining balance if my benefits do not cover the full cost of my ticket?

Your credit card on file will be charged for the remaining balance. You can pay an outstanding balance at any time by logging into your account, going to the Order History tab on the My Account page and clicking the "Pay Balance" link in the order listing.

12. How can I get a refund for my VRE ticket?

If you would like to receive a refund for your VRE train tickets, please return your ticket either priority or certified mail (for tracking purposes only) to the address below, with a letter saying why you are returning the pass. Please note that the tickets must be postmarked before the LAST DAY OF PREVIOUS MONTH for full refund (excluding shipping cost, if applicable).

CommuterDirect.com
P.O. Box 12176
Arlington, VA 22219

VRE return/refund policies

Single-Ride and Ten-Trip Tickets expire six months after first validation or one year after purchase, and are nonrefundable. Seven-Day Tickets expire five days after first validation or one year from purchase, and are nonrefundable. Monthly Tickets are valid for one calendar month and are refundable under the following conditions:

  • Return postmarked prior to effective month: 100% refund
  • Return postmarked 1st through 10th of effective month: Two Single-Ride full fares for the applicable zone pairing will be deducted from refund for each service day prior to the post mark on the returned ticket.
  • Return postmarked after the 10th of the effective month: 0% refund
  • The $116 Metrorail portion of a Transit Link card is nonrefundable after the first of the month.
  • The $116 portion of the Transit Link card is nonrefundable once it has been used in the Metro system.
  • If your VRE TLC ticket becomes damaged, ONLY WMATA can provide you with a substitute pass. These passes are ONLY available at the Metro sales office.

13. How can I get a refund for my MARC ticket?

If you would like to receive a refund for MARC a ticket or pass, please return the ticket using either priority or certified mail (for tracking purposes only) to the address below, with a letter of saying why you are returning the ticket. Please note that the tickets must be post marked before LAST DAY OF PREVIOUS MONTH for full refund (excluding shipping cost, if applicable).

CommuterDirect.com
P.O. Box 12176
Arlington, VA 22219

MARC return/refund policies

One-Way tickets expire 6 months from date of purchase and are nonrefundable. Weekly tickets are valid for one calendar week and are refundable if the return postmark is dated no later than 11:59 p.m. the Friday prior to the effective week. Monthly tickets are valid for one calendar month and are refundable, based on the return postmark date, as follows:

  • Postmarked prior to effective month: 100% refund
  • Postmarked 1st through 5th of effective month: 75% refund
  • Postmarked 6th through 10th of effective month: 50% refund
  • Postmarked after the 10th of effective month: 0% refund
  • The Metro fare portion of the Transit Link card ($117) is non-refundable once it has been used in the Metro system.
  • If your MARC TLC ticket becomes damaged, ONLY WMATA can provide you with a substitute pass. These passes are ONLY available at the Metro sales office.

14. How can I get a refund for my MTA Commuter Bus ticket?

If you would like to receive a refund for a MTA Commuter Bus ticket or pass, please return the ticket using either priority or certified mail (for tracking purposes only) to the address below, with a letter of saying why you are returning the ticket. Please note that the tickets must be post marked before LAST DAY OF PREVIOUS MONTH for full refund (excluding shipping cost, if applicable).

CommuterDirect.com
P.O. Box 12176
Arlington, VA 22219

MTA Commuter Bus return/refund policies

Ten-Trip tickets expire 6 months after date of purchase and are non-refundable. Monthly tickets are valid for one calendar month and are refundable, based on the return postmark date, as follows:

  • Postmarked prior to effective month: 100% refund
  • Postmarked 1st through 5th of effective month: 75% refund
  • Postmarked 6th through 10th of effective month: 50% refund
  • Postmarked after the 10th of effective month: 0% refund
  • The Metro fare portion of the Transit Link card ($179) is non-refundable once it has been used in the Metro system.
  • If your TLC ticket becomes damaged, ONLY WMATA can provide you with a substitute pass. These passes are ONLY available at the Metro sales office.

15. How much SmartBenefits credit can I have in my account?

You may keep a balance of up to 1 month of benefits in your account at a time. Any credit in the account of a federal employee that has not been used by the 21st of the month will be swept and sent to the Department of Treasury.

16. How long will inactive accounts remain open?

If your account is inactive for 6 months or more, your account may be disabled. Your account can be restored at any time by calling CommuterDirect.com at 703-228-7433.

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