Online account manual

The TransHelp online booking system:

• Will work on any desktop, laptop, smartphone, or tablet.
• Is available every day, 24 hours a day, 7 days a week.

Use any of these internet browsers to book online:

• Internet Explorer – version 11 and above
• Mozilla Firefox
• Google Chrome
• Safari (version 5.x and above)
• Microsoft Edge

The following content takes you through the steps to log on, retrieve, or change your password.

Sign on

1. Access MyTransHelp. The Sign In dialog box will open.
2. Type your Client ID number in the Client ID field.
3. Type your password in the Password field.
4. Click or tap Sign In and the Trips screen will appear.

Session timeout

Your session will automatically timeout after 30 minutes of inactivity to help protect your privacy and information.

2 minutes prior to being logged out, you'll get a notification asking if you'd like to continue your session.

If you select continue, your session will extend another 30 minutes. If your session times out, you'll need to login again.

Forgotten password

If you forget your password, you can have it reset.

1. In the Sign In dialog box, click or tap Forgot your password?. The Forgot password page will appear.
2. Type your Client ID in the Client ID field.
3. Type the email address associated with your account in the Email address field.
4. Click or tap Submit.

If your Client ID and email address are in the system, you'll receive an email with a link to reset your password.

If the system can't find your Client ID or email, or if the Client ID and email address don't match, an error message will appear.

Changing your password

If you know your password:

1. Sign into online booking.
2. In the navigation pane, click or tap My Profile.
3. Select the Modify Password check box. The password fields will appear.
4. In the Current Password field, type your current password.
5. In the New Password field, type your new password. Passwords must be at least 6 characters and a combination of letters and numbers.
6. In the Confirm New Password field, type your new password again.
7. Click or tap Update.

If you can't remember your password:

1. Click or tap forgot password on the sign in page.
2. Enter your Client ID and email address.
3. You'll get an email with a link to reset your password.
4. Click or tap the Reset password link and follow the prompts.

Sign off

1. In the navigation pane, click or tap Sign out.
2. The page will close and Sign in dialog box will appear.

Updates to your email address, phone number, password, and favourite locations are done through the My Profile section of your online account.

Learn what you need to and how to update your online TransHelp account.

TransHelp Online Booking usually opens with the Trips screen.

By default, the navigation pane is on the left, and a calendar is on the right.

To get a brief description of each icon, move your mouse over the icon.

1. To switch between opening and closing the navigation pane, click or tap the Menu button on the top left of the Trips screen.
2. To switch between Calendar and List view, click or tap the toggle switch on the top right of the Trips screen.
3. In the navigation pane, Client ID and Account Balance appear at the top.
4. The Announcements bell is in the top-right corner of the calendar.
5. Click or tap the Today's trips button in between the toggle switch and announcement bell.
6. To book a new trip, click or tap the Book Trip button in the bottom-right corner of the calendar.

Each trip in the calendar is marked by a dot. Refer to the following chart to learn what each dot means:

Type of dot		Meaning	Explanation
Green dot with S		Scheduled	Trip has been successfully booked and scheduled
Gold dot with U		Unscheduled	Trip has been successfully booked but has not yet been scheduled
Grey dot with NS		No show	Passenger was not present when the vehicle arrived at the scheduled pick-up time
Pink dot with A		Arrived	The vehicle has arrived at the pick-up location
Red dot with a CA		Cancelled	Trip was cancelled
Blue dot		Pending	Trip has been successfully booked but has not yet been scheduled
Black dot		Performed	Trip has been completed
Yellow dot with NM		Missed trip	Vehicle arrived later than the pick-up window and did not transport the passenger

Announcements typically communicate information about TransHelp-related events such as fare increases, holiday messages, or extreme weather alerts.

There are 2 different ways to check announcements:

• Option 1: In the navigation pane, click or tap Announcements.
• Option 2: On the Trips screen in the ribbon above the calendar, click or tap the Announcements bell icon and the Announcements page will appear.

The Feedback screen on the navigation pane lets you submit feedback such as complaints, suggestions, and commendations.

How to submit feedback:

1. In the navigation pane, click or tap Feedback. The feedback window will open.
2. Contact info fields are automatically populated with your client information.
3. Enter the details under Describe what happened.
4. Click or tap the Submit button.