Pass Forward Program FAQs

Frequently Asked Questions and additional information for the Community-Serving Organizations (CSOs) participating in Pass Forward.

How can our members sign up?
You can find an in-depth guide to our sign-up process here.

How do we determine if someone is eligible to receive a pass? 
The program aims to reach members of priority-equity communities who have historically faced barriers to accessing transit. Generally, this means individuals who make under $75,000 a year or who qualify for CalFresh or CalWorks. However, we don’t ask for any formal documentation and defer to our CSO partners to make a final decision on eligibility. 

Can we get more passes if we distribute our initial allotment? 
If you are interested in receiving additional passes, please reach out to the Caltrain team at GPDP@caltrain.com. We are open to providing additional passes based on a review of your pass distribution and usage, as well as on need and availability. 

What happens once the Go Passes expire? 
Go Passes expire at the end of every calendar year. The Pass Forward Team will reach out in the late Summer or early Fall, outlining the re-enrollment process for CSOs and their constituents.  

What happens if someone loses a pass? 
The CSO will need to update their tracking log for any reported lost passes.  

If we are already administering other transit pass programs such as the SamTrans Way2Go Pass, can we utilize the same Clipper Cards? 
Yes, if the Clipper Card is an Adult Clipper Card. 

What happens if the Go Pass User fails to tap their Clipper Card within 180 days of the pass being loaded through the Clipper portal? 
The CSO will need to update its tracking log and Caltrain will re-upload the pass to the card. 

The tracking log lists the expiration date. CSOs should notify all Go Pass Users whose expiration date is approaching to tap their card. 

Are we required to provide names or other potentially sensitive, self-identifying information about program participants? 
If you are unable to provide Caltrain with names or other personally identifiable information, please contact passforward@caltrain.com 

Can we contact Caltrain with any questions?  
Yes, please email GPDP@caltrain.com with any questions. 

For individuals who are Go Pass recipients through the Pass Forward program: 

How do I receive a Go Pass from a participating Community-Serving Organization (CSO)? 
The Go Pass is not intended for individuals. If you are affiliated with a participating organization, please contact them for next steps. 

Do I need to provide any documents, such as an ID or proof of income?  
Caltrain does not require anything other than the completion of the enrollment survey.  However, please contact your CSO administrator as each organization has its own requirements.  

Who has access to the information I provided during the sign-up process? 
The CSO and Caltrain have access to the information you provided. Caltrain doesn’t disclose personal information to third party entities. Please note, if you are unable to share personal identifying information, you can speak with your administrator for accommodations.  

How soon can I begin using my Go Pass after enrolling? 
Please see your organization’s administrator. They will know when the Go Pass is ready to be tapped and loaded to the Clipper Card.   

Can I use an existing Clipper Card? 
Yes, if it is an Adult Clipper card.   

Can I put my Go Pass on more than one Clipper Card? 
No. 

How do I use my Go Pass to ride Caltrain?  
Please see this guide for detailed instructions.  

Can you use the Go Pass on Mobile? 
Yes, but when obtaining the Adult Clipper card on mobile for the first time, you will be required to load $3 in cash value. It requires you to load the cash value only when obtaining the card on mobile. $3 cash value is not required to use the Go Pass. Please note that Motorola phones are currently not supported.   
 
Visit https://www.clippercard.com/ClipperWeb/pay-with-phone for additional information. 

Where can I ride to? 
Everywhere Caltrain goes. The Go Pass is valid for unlimited rides on Caltrain through any zone seven days a week. 

Are there any limitations on the number of trips I can take using the pass? 
No, there are no limitations on the number of Caltrain trips you can take.  

What happens when my Go Pass expires? 
If your organization reenrolls in the Pass Forward program, you may be able to get access to a new pass at the start of the calendar year. Please see your administrator for additional information. 

Can I bring a family member with me? 
Family members must purchase their own tickets. Go Pass users may have one child (ages four and under)travel with them free of charge. Additional children must travel with valid fare.  

How can I recommend someone to be enrolled into the program? 
Please refer them to your Pass Forward administrator. 

Can I use the pass on other transportation systems, such as SamTrans? 
No, the Go Pass is only valid on Caltrain.  

Is it possible to load cash value or other transit agency products to my card for riding other systems? 
Yes, if you are using an adult Clipper Card. If you are a Youth, Senior or are using a discounted Clipper card, you will need to be sure to use that card on other transit systems in order to receive their discount. When riding Caltrain, only the Adult card with the Go Pass should be used. 

What should I do if I have any additional questions or concerns?  
Your Pass Forward administrator is your best resource for any issues or comments as they arise.