FAQs
Top FAQs
ACE operates Monday through Friday, except on major holidays.
ACE has 4 westbound trains (ACE 01, 03, 05, and 07) in the morning. ACE has 4 eastbound trains (ACE 04, 06, 08, and 10) in the evening.
No. Seats are available on a first-come, first-served basis. Tickets can be purchased at staffed ticketing booths or via the mobile app
A round-trip ticket purchased at an ACE ticket station can be used anytime. Round-trip tickets can also be purchased via the mobile app.
ACE and Amtrak San Joaquins are two separate rail agencies. If you have questions in regard to AMTRAK services or need ticket information, please call 1-800-872-7245.
Ticketing
ACE has a NO refund policy
To request an upgrade or change your existing ticket, please fill out the Ticket Upgrade/Change Form and mail it to ACE Headquarters at 949 E. Channel Street Stockton, CA 95202.
Fare prices can be viewed here
ACE offers discounted fares to seniors (65 years and older), Children (ages of 6 and 12 riding with a paying adult), people with disabilities, and Medicare recipients.
To qualify for the Discount fare, you must present one of the following (Originals) at time of purchase at the station or on demand onboard the train:
- Individuals with a Medicare Card
- Connecting transit reduced fare ID card (Ex. Access San Joaquin Card and Regional Transit Connection RTC)
- Department of Motor Vehicle (DMV) Disabled License Plate Registration
- DMV Disabled Parking Placard Printout
Proof of eligibility must be presented to ticket sellers at time of purchase and onboard staff upon request.
- One-Way needs to be validated prior to boarding the train
- Round trip needs to be validated prior to boarding the train
- 10-Trip valid for 10 one-way rides or 5 round-trip rides Needs to be validated prior to boarding the train
- 20-Trip valid for 20 one-way rides or 10 round-trip rides. Needs to be validated prior to boarding the train
- Monthly Pass valid from the 1st to the last of the month – does not require validation
Tickets can be purchased in person at these following stations: Stockton, Lathrop/Manteca, Tracy, Livermore (LAVTA Office), Pleasanton, Fremont, and Great America stations. Tickets can also be purchased via the mobile app. Ticket sales are also available at the following third-party ticketing outlets:
- VTA Main Office - for employees and general public
- Fremont Floor 1 next to Amtrak waiting area
- Livermore - WHEELS
- Amtrak counter (San Jose station)– general public (One-Way tickets only)
- Cash
- No personal cheques
- Debit/Credit Card (NO American Express accepted)
The Transit Benefits below are also accepted as forms of payment:
- Commuter cheques
- Wageworks vouchers
- All transit benefit cards
ACE Mobile App
ACE requires to set-up an account in advance of using mobile ticketing. Initial purchase may not require prior account creation (guest). Riders with existing accounts in the ACE E-Commerce Portal need to create a new account in the ACE mobile app. No user account information is shared between the two as both purchase options are independent of each other.
You have 7 days to use your mobile roundtrip ticket.
You can use mobile tickets on any of the ACE trains (see schedule).
You should activate your ticket just prior to boarding the train and/or shuttles. Please have the mobile ticket activated and ready to show to the train staff. Activating your ticket onboard after the conductor/train staff requests it, may result in a citation. Your purchased tickets can be found in your Ticket Wallet on the main screen on the mobile ticketing application. Do not activate the ticket immediately after purchasing unless you are about to board the train.
- All regular adult and senior/child/disability discounted ticket types are available – One-way, Round trip, 10-Trip, 20-Trip and Monthly Pass (see limit restrictions and expiration times for each ticket when purchasing).
- Activated rides are valid for three hours and can be used on participating connecting transit/shuttles (participation subject to change, without notification).
Yes, tickets must be activated for each trip taken.
Yes. You can use the same mobile ticket to transfer to participating shuttles or connecting bus transit (participation subject to change, without notification) within 30 minutes (VTA, Wheels, Shuttles at Great America, etc.).
Mobile tickets have validity periods:
- One-Ways and Round Trips expire in 7 days
- 10-Trips expire in 60 days
- 20-Trips expire in 90 days
- Monthly Passes by calendar month
Generally, most mobile tickets are validated by using visual inspection via checking the color actively changing on the ticket screens. Hand-held inspection devices may be used to scan a ticket using the barcode functionality.
Each ticket includes a unique barcode in addition to the tri-color ticket that will occasionally be scanned by onboard staff as part of an inspection process. Please use the pull-down to reveal the barcode for inspection, when requested.
Mobile tickets do not need cell phone or WIFI services to access or display ticket on the train. You do need connectivity to purchase a ticket which must be done prior to boarding. If you lose cell phone service after activating and boarding the train you will be able to activate and display the ticket from the ticket wallet.
Tickets are not sold onboard. You are held responsible for having a mobile phone in good working order and usable prior to boarding. If your mobile phone is inoperable you may receive a citation or ejection from the train for riding without a ticket.
Parents may purchase tickets for their children while traveling together. Maximum tickets allowed to use/activate for riding in groups is 10. Passengers need to sit together when traveling on one ticket/app activated tickets.
If you lose or purchase a new device, you can transfer any valid and unused tickets to a new device. To do so, please contact ACE Customer Service at customerservice@acerail.com. Please have your application ID known in advance. This can be found within the mobile application under Help > Application Information.
Receipts sent to the email associated with the mobile account for all mobile tickets. Please enter your email address when purchasing a ticket and it will be automatically emailed to you.
ACE Rail has a no refund policy.
Yes, for service interruptions longer than two hours. Other considerations can be made on a case by case basis (pending authorization). Contact Customer Service at customerservice@acerail.com with your application I.D. information.
The mobile ticketing app is free to download. You may incur data usage fees via your mobile service provider for use of the application. ACE is not responsible for any mobile carrier data changes that a customer incurs as a result of purchasing or using the mobile ticketing application.
The mobile ticketing application is available on the majority of iOS or Android devices installed with recent (two years or less) operating systems. Older versions of software may not be supported.
For One-Way and Round Trip tickets, select the route upon which you wish to travel and select the discounted fare child (0-12 – one child 0-5 rides free per paid adult), senior (65+), disabled. You will be asked to present any special ID card or proof of eligibility associated with this fare type upon request
You have an option to store your credit card details for future transactions.
The mobile ticketing platform is fully certified and compliant with Payment Card Industry standards (PCI-DSS). All payment communications are fully encrypted via SSL, any sensitive data stored is highly encrypted and systems are constantly monitored for security vulnerabilities.
The app tickets are intended to be used by the rider. The rider will need to display the ticket on the train and must have the app on their phone.
ACE Wi-Fi
If you are still connected to the MyACEWiFi service, you can always return to the information portal by typing myacewifi.com into your browser window.
The Wi-Fi system uses cellular modems to provide connectivity to the train. The performance of the system depends on the quality of the cellular networks which can vary geographically and by time of day.
To ensure that all passengers have bandwidth available to perform routine tasks such as web browsing and access emails, MyACEWiFi does not allow video streaming.
Depending on passenger demand, ACE may in future provide entertainment options on the portal like movies, TV shows, music, e-books, etc.
There are two known areas of poor/no coverage along the route - short sections of the route in the Altamont Pass and Niles Canyon.
MyACEWiFi is an open public network. Though significant effort is made to ensure privacy, this means that any device connected to the network could be exposed to malicious activity from another device. The core components utilize enterprise firewalls and cyber security software to prevent intrusion into the system and viewing user data. Like any public Wi-Fi network, passengers should take care to protect their personal data when undertaking any sensitive activities such as online banking. Users are encouraged to review the terms and conditions before connecting to the service.
- It is recommended that passengers use popular browsers like Chrome, Firefox, Edge and Safari to access the authentication and portal pages. Also, check that the latest version of these browsers and the device operating system are being used as ACE cannot guarantee that unsupported browsers will allow passengers to view the pages properly.
- To fix other common problems, sometimes switching the wireless adapter OFF and ON again in settings can help, or pick the MyACEWiFi network and ask to “forget this network” before connecting again.
- If these actions don’t work you can notify onboard personnel or email - wifi@acerail.com. When emailing, please include the train number and the vehicle number you are sitting in, which is a four digit number located at the end of the passenger compartment.
Please contact the ACE Marketing Deparment to advertise on the train and train portal - marketing@acerail.com.
ACE Test Ride
To apply for a FREE TEST RIDE, click here.
The FREE TEST RIDE can only be redeemed for weekday travel. Currently, ACE does not offer service on the weekends or some major holidays. Not redeemable for special trains.
The FREE TEST RIDE is valid for first time ACE passengers only. The TEST RIDE program is only for one person per household.
The FREE TEST RIDE is valid for two consecutive round trips of travel on any ACE train or four (4) one ways with seven (7) day expiration on the ACE Mobile App. Participants in the program must be at least 18 years old.
Group Travel
Yes, group travel tickets are discounted
if you are inquiring about school groups you can email schoolgroups@acerail.com, if you are booking a group trip with adults you can fill out a submission form here
Bikes
Yes Each bike car has 14 bike stalls with 2 additional stalls on the lower level.
Look for the BIKE CAR sign affixed to the door locations of the car.
Secure the bike’s front wheel in the slot; secure with a Velcro strap if provided. Please note that bikes cannot be locked or chained in place.
You may bring one bicycle per person, space permitting.
To reqeust a bike locker contact customerservice@acerail.com
ADA and Accessibility
All platforms are ADA compliant and include a service ramp for boarding and detraining.
All cars are wheelchair accessible (32 inches in width) and include wheelchair tie-downs (2 located at the "B" end of each car). A folding seat is provided near wheelchair storage areas.
Restrooms are ADA compliant.
Service animals are welcome.
ADA Complaints
Complaints may be mailed, faxed, or emailed to:
San Joaquin Regional Rail Commission
ACE Customer Service Department
949 E. Channel Street
Stockton, CA 95202
Phone: (800) 411-RAIL (7245)
Fax: (209) 944-6295
customerservice@acerail.com
To file a complaint, the attached complaint form should be completed and submitted.
All complaints must be submitted in writing. If the complainant is unable to write because of a disability and needs assistance in completing the form, SJRRC staff will assist by scribing the complaint by phone. Please call ACE Customer Services at (800) 411-RAIL (7245) or in person at the offices of SJRRC to request assistance.
SJRRC will contact the complainant in writing no later than ten (10) calendar days after receipt of complaint acknowledging receipt of the complaint if additional information is needed on the complaint submitted.
If the complainant fails to provide any requested information on a timely basis, SJRRC may administratively close the complaint.
SJRRC will begin an investigation within fifteen (15) calendar days of receipt of a written complaint.
SJRRC will complete the investigation within ninety (90) days of receipt of the complaint. If additional time for investigation is needed, the complainant will be notified.
A written response will be prepared by SJRRC which will include a summary of the findings and recommended action. The complainant will have fifteen (15) calendar days from the date of the response to appeal. If no appeal is received, the complaint will be closed.
Complaint Appeals Process
A complainant who is not satisfied with SJRRC’s response to a complaint regarding a request for reasonable modification or alleging that any of SJRRC’s actions are prohibited by the Americans with Disabilities Act (ADA) regulations found at 49 CFR Parts 27, 37, 38 and 39 has the right to appeal.
Submit your appeal by email, fax, or mail to:
Brian Schmidt
Director of Operations
San Joaquin Regional Rail Commission
949 E. Channel Street
Stockton, CA 95202
Phone: (209) 944-6241 Fax: (209) 944-6225
brian@acerail.com
The Director of Operations, will contact the complainant in writing no later than fifteen (15) calendar days after receipt of the appeal acknowledging receipt of the complaint, for additional information, and/or if more information is needed on the complaint submitted.
If an appeal is submitted, SJRRC’s Director of Operations will review the appeal and will conduct an investigation. The complainant may be invited to the offices of SJRRC to discuss the appeal.
If the complainant fails to provide any requested information on a timely basis, SJRRC may administratively close the appeal.
The Director of Operations will complete the investigation within thirty (30) days of receipt of the complaint. If additional time for investigation is needed, the complainant will be notified.
A written response will be prepared by SJRRC which will include a summary of the appeal and recommended action. The complainant will have fifteen (15) calendar days from the date of the response to re-appeal. If no re-appeal is received, the complaint will be closed.
If the complainant is still not satisfied with the Director of Operations’ response, the complainant may re-appeal the decision by responding to the Director of Operations’ decision.
The re-appeal will be forwarded and reviewed by the Executive Director.
The Executive Director will have thirty (30) calendar days to review the appeals, corrective actions, and provide a final recommended action.
Safety and Security
You can report an incident by filling out this form
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