I have a valid ticket on my phone/connected watch, but I'm having trouble validating it.

If you encounter difficulties validating, see How to validate with my phone.

If, despite these recommendations, you are still experiencing difficulties, ask a transport operator’s agent at the station: he or she will be able to guide you and, in particular, check that you have a valid ticket on your phone or smartwatch. Under certain conditions, if you have a Navigo Monthly or Navigo Weekly pass, the agent may give you a voucher to continue your journey.

·       If you have never managed to validate

If you have never been able to validate despite having one or more valid tickets on your phone, you can get a refund for these tickets. You must do this on your phone, from the assistance section of the mobile application: Contact us > The tickets loaded on my Phone > I'm having trouble validating. The refunded tickets will be deleted from your phone/connected watch.

If you have several tickets or passes on your phone/connected watch, repeat this process for each ticket and pass.

·       If you are unable to validate at a particular station

If you are unable to validate at a particular station even though you have already travelled with this phone/connected watch, ask a ask a transport operator’s agent to report the malfunction.

In addition, you can also notify us of this malfunction on your phone, from the assistance section of the mobile application: Contact us > The tickets loaded on my Phone > I'm having trouble validating. This information will be invaluable in analysing whether improvements can be made to the equipment concerned.