Help

The most common reason: you are entering your sign-in details from the old app. The new app is a separate system — you need to create a new account in it. Only then can you move your period ticket using “Ticket migration”.

This applies, among others, to switching from MKM Szczecin 1.0 to MKM Szczecin 2.0 and from MKM Koszalin to MAM Koszalin.

The GoPay app has no password: you sign in with your phone number and a code sent to you by text message.

Write to or call our customer service — we’ll help. The sooner you get in touch, the more we can do. Give the date and time of purchase and the type of ticket you bought by mistake.

Choose a city and the ticket type, then pay. The ticket goes to the “My tickets” tab.

It depends on the city.

Straight after purchase the ticket is valid in: Poznań, the Tricity and the other MZKZG towns, Warsaw, Jaworzno and Lublin.

In other cities the ticket goes into the wallet in the app and you activate it only before your journey — so you can buy tickets in advance.

Yes, at gopay24.pl. In a web browser you can buy period tickets — you don’t need to create an account, just an email address the ticket will be sent to.

Yes. Write to biuro@gopay24.eu and give the date and time of purchase, the type of ticket and your invoice details. We issue invoices electronically and send them to the email address linked to your account.

We are working on making invoices downloadable directly in the app.

You buy a reduced-fare ticket in the app, but you must carry your proof of entitlement to a discount and show it during ticket inspection. In most cities the app itself does not confirm your entitlement.

Exception: Jaworzno — there your entitlement can be verified with the resident card in the app.

It depends on the city and the specific ticket. Check the ticket name when you buy — it usually tells you what the ticket covers, for example how many minutes it is valid for or whose vehicles it is valid in.

For now you need to know this yourself — the app doesn’t show a zone map yet. We’re working on it. Before you buy, check the zone coverage in the fare list of the public transport authority in your city.

It depends on the city — these tickets are part of the public transport authority’s fare list and are not the same everywhere. Check your city’s price list.

In the GoPay app for the Tricity (Gdańsk, Sopot, Gdynia, Wejherowo) you can buy MZKZG single-journey and 75-minute tickets, as well as 24- and 72-hour tickets — both municipal (ZTM Gdańsk + ZKM Gdynia + MZK Wejherowo) and in rail-inclusive versions. Each at full fare and reduced fare.

This is not yet the full MZKZG offer — we are adding to it step by step.

Yes. You buy as many tickets as you need, and during inspection you show a separate QR code for each person.

Depending on the city, you enter the vehicle number or scan the QR code displayed inside.

Open the app and show the active ticket on the screen. The ticket inspector scans the QR code and immediately sees whether the ticket is valid. If you have a reduced-fare ticket, also have your proof of entitlement ready.

The ticket arrives by email as a PDF. For inspection, you show a printout or the PDF with the QR code on your phone.

The app needs very little data to display the ticket code, so in practice it works even with a weak signal. If you still can’t show your ticket, contact our customer service — we will confirm that the ticket was bought.

No. A ticket bought or activated after the ticket inspection has started is not accepted, and a complaint about it will not be upheld. Buy and activate your ticket before you start your journey.

You can move a period ticket yourself. In the new app, open the side menu, choose “Ticket migration” and enter your sign-in details from the old app — the ticket will move to your account. The same applies when moving from MKM Szczecin 1.0 to MKM Szczecin 2.0 and from MKM Koszalin to MAM Koszalin and MAM Koszalin Dostępność+.

Single tickets are moved manually, and only if they match the current price list. Write to biuro@gopay24.eu and tell us which app they are in.

No. In the new app you create an account from scratch — they are two separate systems. Tickets move, the account doesn’t.

In the GoPay app you don’t create an account with a password. You just enter your phone number and we send you a verification code by text message. You enter it and can start buying tickets.

In city apps (e.g. MKM Szczecin 2.0, MAM Koszalin, MAM Gniezno, mPKM Jaworzno) you create an account.

When buying in a web browser you don’t need an account — an email address is enough.

Install the app on your new phone and sign in with the same details — your tickets will be on your account. In the GoPay app, the same phone number and a new code from a text message are enough.

Just remember one thing: you can’t be signed in to the same account on two phones at once. Signing in on a new device ends the session on the old one.

That’s how the app works: only one sign-in can be active at a time. Sign in again on the phone you are using.

Write to biuro@gopay24.eu as soon as possible — we will block the account. Do this also if you suspect that someone unauthorised is using your account.

You can delete your account in three ways: in the app in the “Profile” tab, by email to biuro@gopay24.eu or by post to GoPay Sp. z o.o., ul. Promienna 10, 03-672 Warszawa.

🔴 Deleting your account means losing any unused tickets — they are not refunded or transferred. If you have a valid period ticket, first check whether it is eligible for a refund.

By card, BLIK, online bank transfer, Visa Mobile, and also Apple Pay and Google Pay. Payments are handled by Przelewy24 (PayPro S.A.).

Refresh your ticket list and check whether a payment confirmation has arrived at the email address linked to your account. If the ticket still isn’t there, write to us — give the date, time, amount and city. We handle payment complaints ourselves, together with the payment operator if needed.

It depends on the city and the type of ticket — the rules are set by the public transport authority, not by us.

Szczecin (ZDiTM): only personal period tickets can be refunded. Single, 24-hour, multi-day and family weekend tickets are non-refundable. Refund before the first day of validity — full amount; between day 1 and day 3 of validity — we deduct a 10% handling fee; from day 4, a refund through the app is not possible and you need to go to the ZDiTM customer service office.

Koszalin (MZK): single and transferable tickets are non-refundable. Refunds of period tickets are governed by the MZK Koszalin terms and conditions.

Gniezno: tickets bought in the app are non-refundable — except for refunds for tickets paid for before the account was blocked and for failed transactions.

Write to us using the form below or at biuro@gopay24.eu. Give your full name, the email address you registered with, a description of the issue and details that let us find the transaction: the date and time of purchase and the type of ticket. If the matter concerns a refund, also give your bank account number.

In Jaworzno, complaints are handled by PKM Jaworzno: reklamacje@pkm.jaworzno.pl.

We reply to complaints no later than 14 days after receiving them. If the matter concerns the journey itself — for example a penalty fare issued in the vehicle — the transport operator replies within 30 days.

We refund money using the same method you paid with.

Yes, but this applies to your account in the app, not to tickets you have bought. Buying a ticket is a contract for the carriage of passengers, to which the rules on withdrawal from distance contracts do not apply. Send your notice of withdrawal from the contract for using the app to biuro@gopay24.eu within 14 days of registering.