1. What is the Clipper Card Program? The program was created to reduce the number of motor vehicle trips that are generated by the residents of the SoHay community. This program benefits the new residents and the established community around SoHay, by reducing traffic congestion and reducing carbon emissions. The program is defined in the CC&Rs of the community and mandated by the City of Hayward.
2. Why should I use my Clipper Card? When you use your clipper card, you are not driving. This helps to save the planet, relieves wear and tear on the roads, prevents more air pollution.
3. I received Clipper Cards. Now what? Your cards are loaded with $200 each and ready to be used.
4. How to I check my balance? Call 877.878.8883 or TDD/TTY: 711 or 800.735.2929 to use the automated system. You will need the clipper card number from the back of your card.
5. Do I need to register the Clipper Cards or call customer service? No. The cards are registered with SoHay. This will enable us to quickly and easily reload the cards on your anniversary.
6. My card has been reloaded, but it doesn’t show in my current cash value. The newly loaded value is “pending”. It will be loaded or “unlocked” as soon as you use the card. In other words, take a trip on transit, tap your card and then the money will transfer too “current”.
7. I haven’t used my Clipper Cards. Is there a way for me to get a new card instead of reloading my current cards? No. New cards are not being issued, but the amount will remain on the card for you to use for the next six months at least.
8. Why are my Clipper Cards registered to SoHay? SoHay maintains the registration for the Clipper Cards, so that we can easily monitor the program’s effectiveness and reload the cards annually.
9. How come the option of getting new clipper cards is suddenly removed? Distributing too many clipper cards makes it difficult to coordinate the program. We can easily reload the new money onto the original clipper cards.
10. Is there a way to add these cards to the phone mobile wallet yet? Yes. You can work with the SoHay TDM Coordinator to transfer funds from your Clipper Card(s) to your mobile wallet. See the Instructions at: https://sohaycommute.com/clipper-card
11. Can I have more than one clipper cad on my phone? Yes. You can add as many cards as you want onto your phone wallet.
12. Can my clipper card by used on more than one phone? No. Only one phone per clipper card. But you can have more than one clipper card on a phone.
13. I haven’t touched the two clipper cards I received when I got my home. I know the clippers only allow you to hold so much on the card before it won’t allow you to reload it. So are you saying both cards now have $400 each on them. Or will you guys be sending out two more clippers with $200 on each card. Both cards will basically hold $400. $200 current and $200 pending.
14. When I tried to register my Clipper Cards, it didn’t work. The cards are registered to SoHay, so that we can manage the program. To check the balance on your cards, call 877.878.8883 or TDD/TTY: 711 or 800.735.2929 to use the automated system. You will need the clipper card number from the back of your card.
15. We received 2 cards when we purchased our home. So, we will receive $200 on each card totaling $400? Yes
16. I’ve used up the balance on my clipper card. Now what? If you are part of our mobile wallet program, you will be able to add money to your card from your mobile wallet. You can work with the SoHay TDM Coordinator to transfer your Clipper Card(s) to your mobile wallet. See the Instructions at: https://sohaycommute.com/clipper-card
17. When will my cards be reloaded by SoHay? Homeowners’ clipper cards will be reloaded on the anniversary month of your close date. If you’d closed in September 2020, your cards will be reloaded in September 2021. To qualify for the program, your card must be registered to SoHay, you must have used your clipper card within the last 3 months
18. Why will the funds only be on the cards for the next 6 months? These new funds will remain pending until the previous funds dip below $100. The new funds can only remain pending for six months. Clipper card does not allow the funds to remain pending for more than six months. When funds expire, the money is sent back to the SoHay HOA to continue to be used for the Transportation program.
19. Do the funds automatically reload onto my existing clipper cards? Yes
20. I am not a homeowner. I live in The Mix by SoHay. Will my clipper cards be reloaded? No. Your Clipper card’s funds are one time, only.
21. Do the current funds on my clipper card expire? No. Reloaded funds might expire if they are listed as “pending cash value”
22. I lost my Clipper Card. What do I do? Notify the TDM coordinator that you have lost your card. Purchase a new cardshould request a new card. This is the best way to get the funds from the old card. There will be a $5 fee for the replacement card. Attached are instructions to replace your lost card. Use these instructions to replace your clipper card.
23. Is it true that if unused, previous balance gets erased upon the $200 renewal? No. The current cash value balance will not be lost or erased. Any “pending cash value” balance can remain “pending” for at least six months.
24. I misplaced my card which was registered to my account. I will need a replacement. You should request a new card. This is the best way to get the funds from the old card. There will be a $5 fee for the replacement card. Use these instructions to replace your clipper card.
25. My clipper card is registered to me. How do I register it to SoHay? Use these instructions to deregister your card.