MBTA to Launch Improved Web Interface for MyCharlie Users
Posted on November 7, 2023
Retire soon-to-be former MyCharlie site to improve user experience.
On November 15, 2023, the Massachusetts Bay Transportation Authority (MBTA) will launch a new interface of its MyCharlie website which will provide customers with a modern portal to register CharlieCards and order monthly passes.
“As part of our ongoing efforts to improve rider experience, the MBTA is working on modernizing the fare experience for riders,” said MBTA General Manager and CEO Phillip Eng. “With this site change, people will be able to register cards and order recurring monthly passes, offering a modern user interface for riders.”
For existing MyCharlie users, all account information will automatically transfer to the new site. Users will simply need to create a new MBTA account using the same email address as their MyCharlie account. As a result of the change, customers will no longer be able to add value to their CharlieCards online using MyCharlie. Commuter Rail, Ferry, and Express Bus passes on CharlieTickets will still be available for online purchase on commerce.mbta.com.
The previous MyCharlie site, which will be retired as of November 15, 2023, required two steps to complete an online transaction: Customers would pay online to reload their cards but the only way to activate it was by tapping their CharlieCard at a rapid transit station either at a fare vending machine or a fare gate.
Under the online feature, which was not truly a one-step option, purchased fares were not able to be accessed at a bus or trolley fare box, for example, requiring customers to make a trip to a rapid transit station. Even when value was added online, it could only be activated at fare gates or fare vending machines in stations.
The new MyCharlie site will allow customers to:
- Register multiple cards and see them all in one place;
- Protect their CharlieCard balance against loss, theft, or damage;
- Quickly request replacement cards; and
- Sign up for automatic payments with just a few clicks.
Recurring monthly passes through the legacy MyCharlie will be discontinued on November 15. Passes will remain valid through the end of the month, but customers will need to enroll in Autopay on the new site to continue recurring payments.
Existing Autopay subscribers do not need to take any action for now and can continue managing their accounts through the Autopay portal. After November 15, new Autopay subscribers will need to create an MBTA account on MyCharlie to enroll.
Customers with reduced fare (Seniors and Transportation Access Pass holders) cards who want to sign up for Autopay can online here until the feature is added to MyCharlie. Visit mycharlie.mbta.com on November 15 to create an account and explore the improved features.