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FAQ - Frequently asked questions

Tickets
Concessions & ISEE
App at bus
Fines
Passes
More
Contactless
Registration

Tickets

Urban tickets (capoluogo and maggiore) can be purchased on our app “at bus”, at our official ticket offices, by authorized retailers, at vending machines, on Tabnet app, at authorized Coop.fi stores or through SMS service dialing 4880105 from all Tuscany, by writing in text the name of the city you are requiring a ticket for (available only using Tim, Vodafone or Wind operator).

Extra - urban can be bought on our app “at bus”, at our official ticket offices, by authorized retailers, at vending machines and on Tabnet app.

Click here to find ticket offices and retailers.

At the ticket machines along the tramway lines you can buy only tickets Urbano Capoluogo Firenze.

Once you have purchased your ticket, it is stored in the app’s non active area: to use it, select it, then click on “activate ticket” before you get on the bus: this ticket can be used only by the device’s owner.

Please note: It is not possible to send or to activate this ticket for someone else than the device’s owner.

Some devices require first system’s settings activation, directly from the app.

A not validated paper ticket remains valid until it is intact and readable.

Electronic not activated  tickets bought on Tabnet or AT bus app have 12 months validity after purchase.

All tickets bought before 1st August fare change will be usable within 2024 Jan 31st.

For more information about tickets’ validity please visit our page “Tickets and passes” at this link https://www.at-bus.it/en/ticket 

SMS tickets are only valid for Urbano Capoluogo and Urbano Maggiore services.
Only on the Elba island it is possible to buy both urban and extra - urban SMS tickets.

You can find the list of all place names and payment methods at  this link.

We are updating our onboard systems to extend this service to all Tuscany. 

Range number refers to distance from a point of origin to a point of arrival.

Note that selecting departure and arrival when you are buying an extra - urban pass, system will calculate automatically the corresponding rate.

Once you have bought an extra - urban pass, if necessary you are able to add an urban supplement (as an exception, the supplement does not apply to the city of Florence).

Children under one meter tall travel free of charge as long as they do not occupy a seat and are accompanied by an adult. If an adult is travelling with more than one child under one meter tall, one child may travel free of charge while the others will have to pay the expected fare.

These routes require the purchase of an "Extraurbano Veloce” ticket.

In the "lines and timetables" section of the site you can find them in the list as Other Services - REGIONAL.

The lines that make these routes are:

  • 50G: Grosseto - Florence 
  • 51G: Grosseto - Siena 
  • 131R: Siena - Florence (fast)
  • 131: Siena - Florence (ordinary line - for intermediate routes it is possible to buy a simple extra-urban ticket) 

Fare increase is due to an Istat alignment expected from concession contract.

Tickets and carnet tickets can be used within January 31st, 2024. Starting from February 1st, old tickets will no longer be usable and whoever will continue using them will be fined.

Tickets’ replacement is not permitted as tickets can be used within 6 months from fare change, that means within Januaty 31st, 2024.

Starting from February 1st, old tickets will  no longer be usable and, whoever will continue using them, will be fined.

Contactless

Contactless payment revolutionises ticket purchases onboard, allowing travellers to use their credit, debit, or prepaid cards, smartphones, and compatible wearables. 

 

  • all credit, debit, and prepaid cards from MasterCard, VISA and American Express networks with the contactless symbol,
  • smartphones and wearables (ApplePay, Google Wallet, and SamsungPay) with credit, debit and prepaid cards.

Currently, only credit, debit, and prepaid cards from MasterCard, VISA and American Express networks with the contactless symbol can be used for onboard payment.

Yes. The system supports all devices that have digitized cards from compatible networks.

For urban buses, 1 TAP is all it takes: just hold your contactless bank card to the ticket validation machine when boarding.  

For suburban buses, extraurban speed lines and mixed-fare lines (see the list here) 2 TAPS are required: one getting on and one getting off the bus, to be charged the correct fare. Attention: failure to tap when getting off the bus will result in the full fare being charged for the entire route, as the correct fare cannot be calculated.

Attention: if you forget to tap system will not be able to calculate the correct fare and you will be debitted the entire amount from where you are getting on the bus until terminus of arrival.

Operational Instructions:

Hold your card or device near the contactless ticket validation machine's sensor. Wait for the “green” light signalling a successful tap, and listen to the confirmation beep. The system does not provide paper receipts.

Please remember that if the ticket validation machine displays a “red” light, followed by an on-screen error message, the card has not been validated by the system, and the passenger does not have a valid ticket.

Actual charges for the service will appear a few days after use.

No. For public transport transactions, which undergo thorough checks, there is no need to enter any confirmation code.

A green light after tapping indicates a successful purchase. A red light means the tap failed.

Nothing happens. If your trip includes bus and tram tap each time you get on board: within ticket’s time validity, started with your first tap, no other ticket will be charged.

When travelling on mixed-fare line (see the list here) you have to tap twice: one when you get on and one when you get off the bus to be sure the correct fare will be charged.

Attention: if you forget to tap when getting off the bus the right fare won’te be calculated and you will be debitted the entire amount from where you are getting on the bus until terminus of arrival.

The procedure remains the same, namely:

  • for urban services: you must tap your card each time you get on a bus,
  • for suburban buses, speed suburban and mixed-fare lines (see the list here): you must tap your card when you get on and again when get off each bus.

Each card (or device linked to the card) allows only one passenger to travel at a time. Therefore, one passenger can travel using a bank card. A second passenger can travel using a smartphone linked to the same bank card. A third passenger can travel using a wearable device linked to the same bank card.

Remember, if you start your journey with a card, you must use the same card for subsequent taps, and the same applies for purchases made through a smartphone and wearable device.

If the due amount cannot be correctly charged (e.g., due to insufficient funds),that card will be automatically put in black list and from that moment it will be useless to accessour transport system until that card will be recharged.

Being placed on the disabled cards list (our black list) is a temporary condition that only affects contactless payment system on board and should not be confused with a card block: that card will continue to be active for normal use.

For suburban buses, speed suburban and mixed-fare lines (see the list here) if you do not tap out when getting off, system will not be able to calculate the correct fare, and you will be debitted the entire amount from where you are getting on the bus until terminus of arrival.

For urban services, it is not necessary to tap the card on the ticket validation machine again before getting off the bus.

This is a pre-authorisation required by the banking network and is independent of our system.

If your card or device is checked, you need to show it and follow the inspector’s instructions.

The checking devices do not read or acquire personal and/or sensitive data of the cardholder.

The controllers' devices keep the card data anonymous.

The cost of the ticket may be charged days later. It is normal to find the cost charged on a different day from the travel. Banks may have different timing for applying the charge.

For urban services, you will be charged for 2 tickets because the system deducts a ticket for each card or digital payment device used.

For suburban buses, speed suburban and mixed-fare lines (see the list here), you will be charged for 2 tickets, and you will be debitted the entire amount from where you are getting on the bus until terminus of arrival, because the system deducts a ticket for each card or digital payment device used.

Always use the same digital device for the same journey: the same physical card, the same smartphone, or the same smartwatch.

Contactless payment is active on at's urban and suburban buses that have this external sticker:

 

 

and this internal sticker:

and on the Florence tramway.

 

Please note that a small part of our fleet is not equipped with contactless validators. Buses enabled for contactless payment are recognisable by stickers on the outside and inside of the bus.

No, no registration is required.

Please note that it is not necessary to register on the portal to use contactless payment on board. Simply board and tap. You can use the portal after your purchase to check your transactions and download receipts.

Simply log in to the portal from which you can check your purchases and download receipts.

Purchases will be visible on the portal a few minutes after TAP.
At first you will find the ticket with the status "WAITING" as there are different transaction times. Once the transaction has been finalized you will see the status changed to "PAID" or "NOT PAID".

To view purchases made with a device (smartphone, smartwatch, etc.), and download the related receipts, you must have made at least one purchase with the physical card.

It's possible that the card was not properly presented. If the error signal persists after retrying, it could be that the card:

  • is not supported by our network.
  • does not have sufficient funds
  • is expired
  • is not contactless
  • despite being contactless, it is not compatible with the payment of 'transit' services
  • is temporarily blocked

In these cases, we suggest contacting your bank for further assistance.

If you are using a smartphone or smartwatch, try making the purchase using the physical card.

In some circumstances, it is possible for various reasons that the physical card is not compatible with the payment of transit services. In this case, it is suggested, if possible, to virtualise the card on a smartphone or smartwatch device and try the purchase for the next trip. If the problem is not resolved, we recommend contacting your bank or the institution that issued the card.

We remind you that to travel you must have a suitable and valid ticket, which must be validated or activated when you board the bus. If the contactless validator is not working, we advise you to ask the driver if it is possible to purchase the ticket on board in paper format with a surcharge.

Otherwise, it is necessary to get off the bus and, in order not to incur a penalty, purchase the ticket via the other channels (list available at www.at-bus.it/en/tickets-and-passes/buying-guide).

Contactless purchases are only available for full-price tickets.

Passes

You are probably entering your web-shop credentials in the incorrect section.

To get there, click on the blue button         Immagine che contiene testo, Blu elettrico, logo, Carattere Descrizione generata automaticamente    

The yellow "User Profile" icon concerns the new Myat section.

Please note: Your Myat profile is not the same as your registration in the webshop; however, you can use the same credentials when you sign up if it is more convenient for you.

By signing up at Myat, you can monitor the status of lines you often use, receive communications about the latest news and manage your information at any time.

In "Your Alerts'' area, select the lines you want to receive alerts for.

You will receive an e-mail in case of interruptions or service changes; you can disable the option at any time.

By subscribing to the newsletter you will receive updates on new services, discounts and promotions.

The 5,50 € are a one-off payment. It allows you not to have a card to renew and also saves any issuing costs in case of loss.

Your health card is required to verify tax code your pass is associated with.

In addition to your health card, bring your printed/digital receipt.

If you have bought your Pegaso pass using our sales channels (at bus app, official ticket offices, official retailers and Tabnet app) you will have to show your health insurance card or your tax code; while travelling by trains you will have to show your paper or digital bought receipt.

For Pegaso passes bought through other selling channels, as if Trenitalia ticket offices, you will have to show your paper/digital bought receipt also travelling by bus.

Your pass remains valid even if your facility has expired.

If documents’uploaded have expired, they do NOT need to be updated.

We inform you that in order to purchase a monthly pass, you must be in possession of the Tax Code issued by the Italian Revenue Agency. In case of not Italian resident users without an Italian health card with Tax Code, it is possible to request a temporary identification code (CIT) by accessing this page https://foreigners.at-bus.it/.  Note that the CIT lasts 12 months. 

To purchase a pass you have to register accessing the following link https://shop.at-bus.it/ and upload the pdf of your CIT together with an identification document.

When travelling, you must always have it with you in paper or digital copy and show it in case of inspection.

To register on our site you must upload a copy of an identity document (front, back) and your health card (front). Files must not exceed 2MB and must be in .jpg .png or .pdf format.

Another possible source of problems when uploading documents could be, in case of an iPhone, the use of the camera in "Live" mode to photograph documents.

Please, contact our customer service through the form in the Talk with at page by providing the tax code and e-mail address used to register your profile.

We will reset the password.

If you want to buy a pass for a minor you must first register your own or a legal guardian’s profile.

Once approved, you will be able to register the minor’s one.

If you have difficulties please refer to our registration guide at this link: Registration guide.

If 18 years old passengers are connected to your profile, it will appear “disconnect passenger” key: select this option together with passenger’s name you wish to disconnect, then follow the steps system will suggest you.

You can buy an urban supplement together with extra - urban passes of one, three, twelve months and twelve months student pass.
 

The extra - urban tickets, passes and carnet “Fascia” 1 (0-10km) and 2 (10,1-20km) in Siena, Grosseto, Prato and Massa Carrara include their urban service.

Urban supplement is not available for:

  • 10-month student extra - urban pass as indicated by fare rules. In this case you need to purchase an additional valid urban pass.
  • the city of Florence.

 

Send your query to tabnet-c@tabaccai.it, which will carry out the necessary checks and solve the problem.

Take information about the procedure at Florence Univeristy's information office and ARDSU; student pass has same characteriscs as a urbano capoluogo pass.

To use bus services you must have with you your tax code and your student card and show them if required by our attenants. If using local trains you need to show also your purchase receipt. 

A minor's profile can only be registered by a legal representative. After the profile has been approved, you can add a minor profile by selecting 'Add passenger' and 'Add minor'. When the system asks you to enter the declaration of paternity, you must specify that you are the legal representative. Enter the minor's documents. If you need to add more than one minor, return to your homepage and repeat the upload for the next one.

Please note that as a natural person for the purpose of tax deductions for the 730 is sufficient the receipt of the ticket purchased (it can be downloaded from the online portal). The invoice is issued only for those who have VAT.

  • if the purchase was made from the website at-bus.it, you must open a ticket through the Form on the page Talk with at, sending the "Invoice Request Form"  downloadable HERE and attaching a copy of the receipts about the subscription purchased.

In this case, in order to process the invoice request, we need to receive the correct documentation by the end of the month in which the purchase was made. 

  • if the purchase was made at the ticket office, you must request the invoice directly there before purchasing your pass. Please note, it is not possible to issue an invoice if you don't ask for the invoice before you buy your pass.

From the 20th of each month, it is possible to purchase/renew your pass for the subsequent month

Regional fare regulation allows student benefits only for under 26 aged students.

If your ISEE is under € 36.151,98 you can require ISEE profile on our website shop.at-bus.it; after you have registered your ordinary profile ask for ISEE profile, indicating your isee protocol code.

Fare increase is due to an Istat alignment expected from concession contract.

Yes, all kind of pass bought before fare change remains valid until its own expiry date.

Concessions & ISEE

To access the special ISEE fares you must be resident in Tuscany ad have an ISEE certificate of a family incoming within € 36.151,98. Keep your ISEE protocol number handy, you will have to enter it in the appropriate section when applying for ISEE or Student ISEE benefits.

To request the ISEE facility is necessary:

  • download the valid ISEE TPL voucher on behalf of the passenger for whom you are requesting the facilitation on the site of the Tuscany Region at the following link https://servizi.toscana.it/tpl/isee/
  • enter your profile created on our site https://shop.at-bus.it/auth/login
  • click on REQUEST FOR 
  • select on "Type of facility" the ISEE/student ISEE
  • insert the voucher following the wizard
  • wait for approval

You can also request the ISEE TPL voucher in another region, but to get the discount you must be a resident of the Tuscany Region.

In case of request for minor:

  • download the voucher on behalf of the minor passenger for whom you are requesting the facilitation on the site of the Region of Tuscany at the following link https://servizi.toscana.it/tpl/isee/
  • enter your profile created on our website https://shop.at-bus.it/auth/login and select the underage passenger for whom you want to enter the facility from the drop-down menu at the top
  • click on REQUEST FOR DISCOUNT (to understand if you are applying for the minor discount you will see his name written)
  • select on "Type of facility" the ISEE/student ISEE
  • insert the coupon following the wizard
  • wait for approval

Particular fares are available as provided by LR100/98 for disabled persons and for seniors (over 65 years aged), depending on personal income.

For some income positions you can be allowed to benefit a 40% fare reduction.

For any further information about “Legge Regionale 100/98” special profile, please refer to “ticket and passes” section at this link: https://www.at-bus.it/en/ticket.

To buy special LR100/98 tickets and passes you will have to submit facility approval request while entering your profile’s request.

The facilities provide a different duration and expiry date depending on passenger's profile:

  • ISEE → 31/12 (unless it is extended)
  • STUDENT → 19/08
  • UNIVERSITY STUDENT→ 19/08
  • ISEE STUDENT → 19/08 (it will be necessary to insert again the ISEE TPL voucher)
  • ISEE UNIVERSITY STUDENT → 19/08 (it will be necessary to insert again the ISEE TPL voucher)
  • LR 100/98 → worth 5 years from insertion

The subscription will keep the deadline stated on the purchase receipt.

App at bus

You can find our app at-bus in free downloads on all digital stores: App Store, Google Play Store, App Gallery.

By subscribing to my at you can make the most of app’s features, such as:

  • buy tickets and subscriptions 
  • receive alerts of the lines you use more often
  • save favorite stops, routes and places 

If you have not already done so, you can also register via app; or if you want you can use at-bus app without subscribing.

To purchase via app you must be registered to my at:

  • to buy tickets and carnet simply log in with your my at account 
  • to buy subscriptions you have to associate the profile registered on our portal shop.at-bus.it :
    • click on "buy" and then click on the icon with double arrow in the upper right
    • click on "associate a profile"
    • enter the date of birth and tax code all uppercase (attention on the android systems you have to click on 2023 and then scroll to the year of birth)
    • click on “add”

Remember: you can associate multiple profiles.

No, Tabnet is not an application of ours and therefore the remaining credit cannot be transferred to our app.

If you have a subscription, just show your health card (or tax number); if you are traveling with a single ticket or with a carnet, you will need to show the QR Code that you find clicking on your ticket from the home page.

By clicking on the three dots on the top right, you will find a small guide on the use about travel tickets via app and the history of tickets purchased.

Electronic not activated tickets remain valid 12 months from bought date.

Tickets bought before fare change August 1st, 2023, will be usable within January 31st, 2024.

Yes, it will be sent to you via email once the transaction is completed.

Next steps in stop: you can view the next steps in stop directly on your home: 

  • click on timetables
  • select the line
  • select the direction
  •  select the stop of interest and click on the heart

Line Alerts: The bell icon will be used to subscribe you to the line’s alerts. The app will notify you close your departure:

  • click on timetables
  • select the line 
  • click on the bell

Path: you can save the main paths for your movements that will be displayed in the home.

  • click on search a path
  • select the destination
  • select the result you prefer
  • click on the heart

Favorite places: you can also save places (home - work - generic places) 

  • click on the menu at the bottom right
  • click on favorites
  • click on add favorite place

We had a problem with some credit cards on the Android system; update the app from Google Play and try to make the payment.

If you encounter further difficulties please tell us your bank and the circuit used (Visa, Mastercard) via the form Talk with AT.

Fines

A fine can be paid directly to our checkers or through LIS points if you are still in Italy following instructions written on fine’s bottom.

If you go back to your country please write a message on our Form in the section “Talk with AT” and we will be happy to help you.

First of all, insert a request using our Form on our website, in the section “Talk with at", writing the subject "Duplicate fine’s request".

Please, write your name and surname of the fined passenger (and/or fine’s number) and the violation’s date.

Please note that sending a duplicate fine's request does NOT stop fine’s terms.

 

You can appeal a fine within 30 days. In case of a minor, the appeal must be submitted by a parent or a legal representative, writing to: fines@at-bus.it

For a fine's defensive appeal, please follow the instructions written in the fine’s notice: you can appeal within 30 days of receipt.

In case of a minor, the fine’s defensive appeal must be presented by a parent or a legal representative, writing to: fines@at-bus.it 

Please note that a defensive appeal does not stop terms of payment in reduced, minimum and full form.

If you have been fined because you were unable to prove that you were the holder of a pass, but you have bought it before the fine’s date, you can go within 15 days to Autolinee Toscane official ticket offices an fill in the defensive appeal form. Remind that you need your fine, your pass and your tax code.

Fine’s defensive request follow a bureaucratic procedure that takes time and is not managed by the customer care. You will receive a reply from the concerning office.

No, the methods of payment are:

  • On board: immediate payment of fine to appointed staff.

  • At any LIS point

More

The rental service is a paid service that allows you to book our vehicles with a driver for a specific period in Italy or abroad.

Additional bus services are a supplement to Local Public Transport network and are available for groups at the price of a single ticket (round trip). Every request will be considered accordingly to the service availability.

For additional details and information please refer to: Hire and additional services

According to the classification of the Tuscany Region, a line is defined as urban or suburban depending on the prevalence of the service provided.

The regional tariff rules define that if an urban line extends beyond 5 km from the Greater Urban Centre or 10 km from the Urban Capital or 15 km for the Florentine Metropolitan Area, for all origins and destinations on the excess it will apply the extra-urban rate (click here).

The works will be effective from 11th June 2023, you can find information on the service changes here https://www.at-bus.it/en/florencetramway