SMART Help: Customer Service
SMART Customer Service Center: For questions, contact the SMART Customer Service Center at 511 or (415) 455-2000 (outside the Bay Area), 7 a.m. to 6 p.m. weekdays, except holidays. SMART Customer Service may also be reached via email: CustomerService@SonomaMarinTrain.org.
To report an emergency on the SMART railway or at a rail grade crossing, such as a stalled vehicle on the tracks or a crossing gate malfunction, call (888) 412-3330 (toll-free). Before you call, please locate the crossing ID number, which can be found on the blue and white Emergency Notification System (ENS) sign. The U.S. Department of Transportation assigns a unique number to every railroad crossing for easy identification. The ENS sign is located on the gate masts at each crossing.
Lost and Found: To register your lost item, please call the SMART Customer Service Center and provide as much detail as possible, such as day and time of travel, train number, direction of travel, and a description of the lost item.
If calling after hours, please leave a detailed message regarding the lost item and you will receive a call back when our Customer Service Center reopens. If your item is received in the Customer Service Center, you will be contacted to retrieve your item.
SMART is not responsible for personal property left on the platform waiting areas, or on the train. Personal items must not be left unattended in these locations. Unattended items are subject to disposal. Property that has not been disposed of and for which retrieval has been arranged will be held for 14 days.
Fare Refunds: Fares on SMART are non-refundable. However, in certain extenuating circumstances, the customer can request a refund review. For fares purchased using Clipper®, the Clipper customer service team must be contacted directly at: (877) 878-8883 for determination. If you have a remaining balance on your Clipper card, you may receive a refund by contacting Clipper at www.Clippercard.com.
For fares purchased through the SMART App, complete the SMART Refund Request Form and submit it to SMART by mail, fax, or email.
SMART does not offer refunds on the 31-Day Pass or Eco-Pass.