We would like to draw the attention of customers who use a period pass or ticket in the Klapp app to a situation some Android users have experienced. In certain cases, the phone’s wallet overrides the QR code in the app when the phone is held up to the scanner, resulting in a single ticket being charged via contactless payment.
The QR code in the app must always be opened before boarding the bus. When the QR code is opened, the phone screen locks automatically.
On some Android devices, however, the screen does not appear to lock as intended. In those cases, the phone’s wallet may take over and charge the payment card contactlessly instead of scanning the QR code. A solution is currently being developed.
What can be done in the meantime?
Customers using Android phones can:
- Turn off NFC on their phone before scanning the QR code.
- Transfer their period pass or ticket to a Klapp card or Klapp key chain.
Please note that this issue does not apply to iPhones, only to certain Android devices.
Important to update the app
We also remind customers to update the Klapp app regularly to ensure the latest updates and fixes are installed.
Refunds and feedback
If a payment has been charged to a card despite an active period pass or ticket, customers can request a refund by emailing endurgreidslur@straeto.is.
We encourage customers to contact straeto@straeto.is with any feedback or suggestions, or to use Strætó’s feedback system.