Metra reports Ventra app outage as new fares begin, ticket windows close

CHICAGO (CBS)-- Metra reported a systemwide outage on the Ventra app Thursday morning. As of Friday, the issued remained ongoing. 

Commuters who opened the app saw the error message, "Server error occurred. Please try again later." 

A spokesperson said that riders can show their phones to prove their screen is frozen to board trains while the issue is resolved by Cubic, the company that runs the app. 

A Metra spokesperson said the Ventra app started slowing for users around 6 a.m., and Cubic told Metra officials to shut it down and relaunch it. They did, and the app worked slowly for about an hour before stopping around 7 a.m. 

As of 11 a.m., Metra said it had not heard back from Cubic.

Cubic general manager Matt Newsome did say in a statement that the company was "aware there is an operating issue with the Ventra mobile app and our team is working to get it back up and running as soon as possible. We apologize for the inconvenience this is causing riders today and are committed to actively addressing it and making sure it doesn't happen again."

"I knew it was a big day because they're making the fare changes and everything," said Metra rider Kriz Rojas. "I wasn't expecting it to be down, but I was like, 'OK, this sucks.' I guess we'll see what happens when I get on the train, but unfortunately, not too much."

Then, when Rojas got on the train?

"It's a free ride. Can't complain too much," he said.

A little after 3 p.m. on Thursday, Metra posted on social media that "issues purchasing Metra tickets in the Ventra app are ongoing. We apologize for the inconvenience and appreciate everyone's patience as we work with our vendor to resolve the issue. If you experience trouble purchasing a Metra mobile ticket, Metra conductors will accommodate you."

Metra also said some customers were charged extra through the app, but those charges should disappear while still in pending status in their bank account. If the charges go through, the customer would have to request a refund from Metra.

CBS 2 asked Metra if the app would be fixed by Friday, but they said there was no guarantee as of late Thursday.

The technology problems come as fares for Metra trains were set to increase, and the agency closed all of its ticket windows, including downtown. There will also be changes with passes and ticketing.

The promotional rates, including the $100 monthly pass many got used to during the COVID-19 pandemic, will go away, but the new fares will still be lower than customers have seen in the past. A Metra spokesperson said the changes will make it easier for commuters.

Feb. 1 means other significant changes for the commuter train system that will reduce its ten zones to four.

A monthly pass in Zone 2 will run $75. In Zone 3, the price will be $110, and in Zone 4, $135.

All remaining Metra ticket windows closed on Thursday, leaving only vending machines at its downtown stations and some busier outlying stations to purchase physical tickets.

As of Saturday, the Ventra mobile app continued to experience issues. Metra says charges should appear as pending and should drop in a couple of business days depending on the rider's financial institution. If charges are accepted, riders can email refunds@metrarr.com.