Below is a compiled list of Frequently Asked Questions (FAQ) that you may find helpful when assisting customers. 

Registration Site Application Progressing

1. Can a customer have a Ride Free and an ADA Paratransit card?

• Yes. If a customer chooses to apply for both and found eligible for ADA Paratransit, they can have both an ADA Paratransit card and Ride Free card.

2. What if a customer's income has changed after the five-year renewal and they are no longer eligible for the Ride Free benefit? 

   • If the customer received a new Ride Free permit with a five-year renewal date, i.e. 01/01/2030, and their income has increased a considerable amount, they are still eligible to renew their Ride Free permit. Customers no longer have to complete the Benefit Access Program (BAP). Therefore, they do not need to submit new income levels. However, if they are also receiving the License Plate sticker discount, they still need to resubmit their income every two years and may no longer qualify for that benefit. 

3. The customer entered a typo. For example, their last name is now showing the incorrect spelling in the portal. Can the customer go back to the NITA Fare Program Online Portal and make the change?

   • Yes. The customer may change their demographic information or update their information if their application was rejected without completing another application by using the NITA Fare Program Online Portal. You can access the portal by visiting fares.nita.illinois.gov.

4. For a first-time NITA applicant, can the photo on their government-issued ID be used as the required 2 x 2 photo?

   • The image on the customer's ID can be used as a last resort if your site does not have photo equipment and the customer does not have the means to provide a different photo; however, this is the last resort, and we strongly encourage customers to provide a separate photo. 

5. What if the customer wants to keep their picture already on file?

   • For customers who are renewing or replacing, they are not required to upload a new photo.  If it requires a customer to upload a photo, make sure they have not checked the box to update the 2 x 2 color photo.  If the customer's information does not match our record we have in the database, then the customer will come through as new and will be required to upload a new photo.  

6. What if a customer had a recent name change and their ID does not reflect the new name?

   • The customer should submit proof of their name change on the NITA Fare Program Online Portal or mail a copy with their application. 

7. I forgot to upload or mail in a required document for a NITA application. What is the best way to fix this?

   • You can upload the missing document by visiting the NITA Fare Program Online Portal at fares.nita.illinois.gov or mailing it to NITA Headquarters, 175. W Jackson Blvd. Suite 1550, Chicago, IL 60604, ATTN: Customer Programs.

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Renewals

8. When are renewal letters sent to NITA customers?

   • Renewal letters are sent about two months before the customer's card expires. It is important to keep their address up to date with NITA to receive renewal notifications. 

9. When are customers eligible to renew their NITA Reduced Fare or Ride Free card?

   • Customers can renew their card up to 2 months in advance.

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Application Turnaround Time

10. Is there an expedited process to renew an expired card?

    • No. We do not offer an expedited process for renewing expired cards. Cardholders will receive notice in the mail, approximately 60 days before the expiration date of their permit, reminding them that it is time to renew their cards. For those who do not renew in advance of their expiration date, they will have to wait 7 to 10 business days for processing from NITA. 

11. Is there a temporary pass for customers waiting to receive their NITA card?

    • No, we do not have temporary passes, and NITA does not print on site. We encourage customers to apply using the portal because it is the fastest turnaround time – 10 to 14 business days. If the application is mailed, the turnaround time is three to four weeks.

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Access Program

12. How does a customer use their Access card? 

    • If a customer has an Access card, they can purchase an Access reduced fare ticket on the Ventra app, Metra ticket vending machine, or on board the train.  They will need to present both the ticket and the Access card to the Metra conductor on the train. If the customer does not show their Access card, they will be asked to purchase a full fare ticket.  

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Becoming a NITA Affiliate Registration Site

13. How does an organization become a NITA Affiliate Registration Site?

    • Currently, we are not looking to add any new registration sites, but organizations can email mm.outreach@nita.illinois.gov expressing their interest. Then, we will add them to our waitlist and reach out to discuss requirements and next steps when we are looking to expand.

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Registration Site Assistance

14.  What is an ROI, and do we have to collect it every single time we talk to a customer?

    • An ROI is a release of information and is required if you need to inquire about a customer's eligibility status on behalf of the customer, and they are not physically present with you. It must be sent to us via an encrypted email or in person at a site visit. You may reach out to your NITA Coordinator for more information on email encryption. ROIs are valid up to one year. The release of information is available in English and Spanish. 

    • In addition, customers can now check the status if their application by visiting the NITA Fare Program Online Portal by visiting fares.nita.illinois.gov.

15. Customers are coming to our site without calling first or scheduling an appointment, who can I inform?

    • Let your NITA Coordinator know when this happens. They can pass the information along to our call center. If a customer needs to be redirected, please feel free to use the NITA Registration Site Locator to help them find another location.

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RAP and TAP Increase to 40 Rides

16. What is the current cap on RAP/TAP rides and how does a customer get theirs increased? 

• The cap on RAP/TAP rides is 30 rides per rider per month. Customers can apply for an increase to 40 rides per rider per month at fares.nita.illinois.gov starting May 1, 2026. 

17. What does a customer need to complete an application? 

• They will need to already be certified for ADA paratransit through NITA and already enrolled in RAP or TAP.

They will only need to provide their full name, address, date of birth, email address, and phone number that they have on record with NITA to apply for the cap increase.  This information will be needed so NITA can confirm they are enrolled in the ADA paratransit and RAP or TAP program.

18. How long until the cap increases? 

• A customer will be notified by email once their application is approved, or they can call NITA Customer Service at (312) 913-3110 to check the status of their application.  The increased rides will go into effect July 1, 2026. After June 1, it may take up to 45 days for a rider’s application to be processed and take effect. The exact date the monthly cap increase will go into effect will be included in the rider’s eligibility notification.

19. Can a customer apply over the phone? 

• If a customer is unable to complete the application at fares.nita.illinois.gov, then they can call NITA Customer Service at (312) 913-3110 for assistance with completing the application. 

20. Can I apply for someone else? 

• No. The application must be completed by the individual requesting the increase or their legal guardian. If they need assistance from another person, they should be present during the application process so we can confirm that they are involved in the process. 

21. How much does a customer have to pay for an RAP or TAP ride?

• RAP or TAP riders pay $3.25 for up to a $30 fare on a taxi, Uber or UZURV.  If the fare is over $30, the rider will be responsible for the additional amount over $30.  If a customer wants to take more than their allotted monthly cap, they will be responsible for the whole fare for those additional trips. 

22. How does a customer enroll in RAP or TAP?

• After a customer is certified for ADA paratransit, they can enroll in RAP or TAP on Pace’s website. For the RAP, visit www.pacebus.com/rap. For the TAP, visit www.pacebus.com/tap.