SMART Help: Customer Service

SMART Customer Service Center

For questions, contact the SMART Customer Service Center at 511 or (707) 794-3330, 8 a.m. to 5 p.m. weekdays, except holidays. SMART Customer Service may also be reached via email at CustomerService@SonomaMarinTrain.org.

• In an emergency, call 911.
• 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​

Click here to learn more about our lost and found procedure.

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 Clippercard.com. 

For fares purchased through the SMART App, complete the SMART Refund Request Form in English or in Spanish and submit it to SMART by mail, fax, or email. 

SMART does not offer refunds on the 31-Day Pass.