HELP & SUPPORT

How can we help you?

Answers to common questions about OnTime GO. If you can't find what you need, email us and we'll help.

Getting Started

New to OnTime GO? Start here

App Features

How each part of the app works

Troubleshooting

Fix common issues

Getting Started

What is OnTime GO?

OnTime GO is an independent app for people who take GO Transit. It shows live departures for GO trains and buses, the Union Station departure board, a trip planner that handles transfers, and service alerts. Premium adds a live map, trip alerts, early platform info, and full trip details with PRESTO fares. It isn't made by Metrolinx, but it uses their public real-time data.

How do I set up the app for the first time?

Setup takes a minute:

  1. Download OnTime GO from the App Store
  2. Open the app and pick your line and home station
  3. Check the Schedule tab for departures from your station
  4. Tap the star on the stations and routes you use most
  5. Pick your theme and time format in the More tab.

How do I get around the app?

There are five tabs along the bottom. Schedule shows departures and full-day schedules for any station or bus stop. Union is the Union Station departure board. Planner finds trips between any two stations or stops, including ones with transfers. Map shows live trains and buses (Premium). More has your favourites, service alerts, offline maps, settings and Premium. Service alerts are also one tap away from the bell at the top of the Schedule, Union and Planner tabs.

App Features

How do I check departures from my station?

In the Schedule tab:

  1. Pick your line
  2. Choose your station or bus stop
  3. Add a destination if you want trip times and arrival times
  4. Switch between Today, Tomorrow or any date for the full day's schedule
  5. Tap the star to save it. Each departure shows its time, live status, platform and a countdown.

What's on the Union tab?

Every upcoming departure from Union Station, the same as the big board in the station. You'll see the platform, number of coaches, whether it's Proceed or Wait, and which trains are express. Filter by line to see only yours, and tap a train to see all of its stops.

How does the trip planner work?

Pick where you're starting, where you're going, and a date and time. The planner lists trips that get you there, including ones that change lines or switch between a train and a bus. Each option shows when you leave and arrive, the total travel time, the number of transfers and the longest wait. If your train carries on as another line, it tells you to stay on board rather than showing a transfer. Tap any trip for the full timeline.

What does the live map show?

The live map (Premium) shows every GO train and bus as it moves. Tap a train or bus to see where it is, whether it's on time, and its expected time and platform at each stop. Tap a station or stop to see what's leaving next.

How do trip alerts work?

Trip alerts are part of Premium. Open any train or bus trip and tap Follow. You can get a reminder before it leaves, a heads-up 2, 3, 5 or 10 minutes before your stop (pick your stop from the trip timeline), and alerts if it's delayed, cancelled, or changes platform or bay. You can follow a train straight from the Union board, or after you've already boarded.

Can I see platform information?

Yes. Departures show the platform as soon as GO Transit posts it, and the Union tab works just like the board at the station. With Premium you can also see the scheduled platform before it's announced. Scheduled platforms can still change, so keep an eye on the board or follow the trip to get a notification if it moves.

How do service alerts work?

Service alerts show disruptions and notices from GO Transit for the lines you've picked. Open them from the bell at the top of the Schedule, Union and Planner tabs, or from the More tab.

How do I manage my favourites?

Tap the star on a station or route in the Schedule or Planner tab. Your favourites are listed in the More tab, and tapping one takes you straight to it.

What comes with Premium?

Premium adds the live map of every GO train and bus, trip alerts for the train or bus you're following, scheduled platforms before they're announced, and full trip details with every stop and PRESTO fares for adults, students, seniors and children. Everything else in the app is free, and there are no ads either way.

How do I cancel or change my Premium subscription?

Premium is billed through your App Store account, so you can cancel anytime from there. On your iPhone, go to Settings, tap your name, then Subscriptions. You can also manage it from the More tab in the app.

Troubleshooting

Why isn't my train data loading?

Try these steps:

  1. Check your internet connection
  2. Pull down to refresh
  3. Close and reopen the app
  4. Make sure you have the latest version. Real-time data comes from GO Transit's systems, so it can occasionally be slow during busy times.

How often is the data updated?

Station departures refresh about every 20 seconds and the Union tab about every 10 seconds. You can pull down to refresh at any time.

Why does the board at Union show a platform that the app doesn't?

The app shows platforms as soon as GO Transit makes them available in its public data. Sometimes the station screens get the platform a little earlier. Pull down to refresh and it usually shows up shortly after.

I'm not getting trip alert notifications. What should I check?

Check these:

  1. Notifications are allowed for OnTime GO in your phone's settings
  2. Focus or Do Not Disturb isn't silencing them
  3. Premium is active on your account (More tab)
  4. You tapped Follow on the trip and it shows as followed. If it still doesn't work, email us with the trip you followed and roughly when.

The departure times seem incorrect. What should I do?

Check your phone's time and time zone settings and your 12 or 24-hour preference in the More tab. During disruptions, scheduled times may not match what actually runs, so always check the status next to each departure.

The app keeps crashing. How can I fix this?

Try:

  1. Force close and reopen the app
  2. Restart your phone
  3. Update OnTime GO
  4. Reinstall the app. If it keeps happening, contact us with your device model and OS version.

I can't find my station. Why?

Make sure you've picked the right line first, and try other spellings of the station name. OnTime GO covers GO trains and GO buses only, not the TTC or UP Express. If a GO station or stop is missing, please let us know.

What do Scheduled, On Time, Delayed and Cancelled mean?

Scheduled means the trip is planned for that time and there's no live update yet. On Time means it's running as planned. Delayed or Early shows how many minutes off it is. Cancelled means the trip won't run, and service alerts will usually say why. At Union, Proceed means you can head to the platform and Wait means it's not ready yet.

Can I use the app without an internet connection?

Live departures, the planner and alerts need an internet connection. The transit maps in the More tab, including the GO system map and Union Station floor plans, are saved on your phone and work offline.

Still Need Help?

Can't find the answer you're looking for? Send us an email.

Email Support

For technical issues, feature requests, or general questions:

contact@ontimego.ca

When contacting us, please include:

  • Your device model and operating system version if applicable
  • OnTime GO app version (found in the More tab)
  • A detailed description of the issue so we can replicate and help you better
  • Screenshots if applicable