{"id":442330,"date":"2026-08-24T21:28:36","date_gmt":"2026-08-24T21:28:36","guid":{"rendered":"https:\/\/www.newsbeep.com\/us-ca\/442330\/"},"modified":"2026-08-24T21:28:36","modified_gmt":"2026-08-24T21:28:36","slug":"exclusive-errors-plagued-clipper-2-0-long-before-botched-launch-records-reveal","status":"publish","type":"post","link":"https:\/\/www.newsbeep.com\/us-ca\/442330\/","title":{"rendered":"Exclusive: Errors Plagued Clipper 2.0 Long Before Botched Launch, Records Reveal"},"content":{"rendered":"<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">The day before <a href=\"https:\/\/www.kqed.org\/news\/tag\/bay-area\" rel=\"nofollow noopener\" target=\"_blank\">Bay Area<\/a> transit agencies rolled out Clipper 2.0 \u2014 a long-anticipated upgrade to the region\u2019s electronic train, bus and ferry tickets \u2014 a high-level staffer overseeing the project raised an important red flag.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">Known as \u201cnext generation Clipper\u201d and used by 22 Bay Area operators, the software promised to make riding transit easier with bank card tap-to-pay, rider discounts and other features. It had taken Cubic Transportation Systems, the contractor in charge of the update, seven years \u2014 nearly three more than initially promised \u2014 to deliver the new system.<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">But on the eve of the launch, Jason Weinstein, director of Clipper at the Metropolitan Transportation Commission (MTC), which oversees Cubic\u2019s contract, issued a formal letter, saying the MTC did not have confidence that the process for collecting fares and distributing them to the appropriate operator \u2014 a main function of the software \u2014 was happening appropriately. The problem, according to the MTC, was that it was not yet fully automated and relied too heavily on manual oversight in a system that handles hundreds of thousands of transactions daily.<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">Weinstein said the commission would \u201chold Cubic accountable\u201d for meeting the requirements of its contract.\u00a0<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.newsbeep.com\/us-ca\/wp-content\/uploads\/2026\/08\/260729-ClipperInvestigation-NG-19_qed-Edit.jpg\" alt=\"\" class=\"wp-image-12096267\"  \/>Passengers board Caltrain at the 22nd Street Caltrain station on July 29, 2026.<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">The incident revealed a fissure that had been deepening over the past year. Internal communications reviewed by KQED between the MTC and Cubic staff show software bugs like these were present long before Weinstein\u2019s warning and Clipper 2.0\u2019s public debut.<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">Transit agency leaders and officials at the MTC had for months complained the company was struggling to resolve persistent errors with the software, while Cubic staffers said MTC hadn\u2019t authorized the company to complete enough testing to ensure the system\u2019s success.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">For the MTC, there was little time to spare. Executive Director Andrew Fremier said commissioners were eager to get the upgrades installed before the Super Bowl and World Cup, when hundreds of thousands of fans were expected to descend upon the Bay Area \u2014 and take transit to get to matches. With assurances from Cubic leadership that issues would be fixed quickly, Fremier said the commission determined the potential benefit of launching the systems\u2019 new features outweighed the known risks.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">\u201cYou\u2019re probably never going to have a perfect system,\u201d Fremier told KQED. \u201c\u200aWe didn\u2019t want to be so risk-averse that we weren\u2019t getting good products into people\u2019s hands.\u201d\u00a0<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.newsbeep.com\/us-ca\/wp-content\/uploads\/2026\/08\/260807-ClipperInvestigationPortraits-05-BL.jpg\" alt=\"\" class=\"wp-image-12096162\"  \/>Andrew Fremier, executive director of the Metropolitan Transportation Commission, at the Bay Area Transit offices in San Francisco on Aug. 5, 2026.<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">In the days that followed, however, Weinstein\u2019s warning proved prescient, and Clipper 2.0 began to unravel. Upon attempting to log in to their accounts, some customers were locked out by error messages; others were charged incorrect fares; ticket vending machines took some riders\u2019 money without crediting their accounts; fare inspection devices failed; and hold times to speak to customer service staff soared up to 100 minutes.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">During one outage that began on May 18 and lasted approximately 27 hours, BART riders were unable to purchase or add value to their Clipper cards at the agency\u2019s ticket vending machines and faced delays with transactions at BART fare gates, according to a staff memo. The culprit turned out to be Cubic\u2019s <a href=\"https:\/\/www.kqed.org\/news\/12085683\/zero-credibility-major-clipper-outage-caused-by-cubics-failure-to-pay-att-bill\" rel=\"nofollow noopener\" target=\"_blank\">failure to pay an AT&amp;T bill<\/a>.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">The botched rollout comes at a particularly inopportune time for the agencies that rely on the platform to collect fares. The largest among them \u2014 BART, Muni, Caltrain and AC Transit \u2014 are all facing existential budget crises and are seeking relief from voters through <a href=\"https:\/\/www.kqed.org\/news\/12084841\/campaign-to-fund-bay-area-transit-smashes-signature-gathering-goal\" rel=\"nofollow noopener\" target=\"_blank\">two<\/a> separate tax <a href=\"https:\/\/www.kqed.org\/news\/12087755\/san-francisco-voters-will-vote-on-munis-future-in-november\" rel=\"nofollow noopener\" target=\"_blank\">measures<\/a> in order to avoid drastic service cuts.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">\u201cThe reputational damage that we are facing on an item that should have been a win at a time when we really need a win is just unacceptable,\u201d Julie Kirschbaum, director of transportation at the San Francisco Municipal Transportation Agency (SFMTA), said at a June meeting of the Clipper Executive Board.\u00a0<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.newsbeep.com\/us-ca\/wp-content\/uploads\/2026\/08\/072826-ClipperInvestigation-06-MC_qed-Edit.jpg\" alt=\"\" class=\"wp-image-12096265\"  \/>A rider refills their Clipper card at the North Berkeley BART station on July 28, 2026.<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">Cubic Transportation Systems, a division of the San Diego-based global technology company Cubic Corporation, declined to answer specific questions about Clipper 2.0.<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">In a statement, Cubic spokesperson Cory Shields described Clipper 2.0 as \u201cone of the most complex fare payment systems in the world.\u201d<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">\u201cIntegrating the distinct fare structures and operating needs of each agency creates unique challenges that require close coordination among Cubic, MTC and the region\u2019s operators,\u201d Shields told KQED. \u201cOur commitment to our partners and Bay Area riders is unwavering, and we will continue to build upon this progress to deliver the reliable system riders deserve.\u201d<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">The MTC initially estimated that upgrading the system\u2019s roughly 15 million cards to Clipper 2.0 would take two to three months, but as of July 16, only about 15% of those cards have been converted to the new system.\u00a0<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.newsbeep.com\/us-ca\/wp-content\/uploads\/2026\/08\/Clipper-Investigation_DahlstromEckman_courtesy1-1-Edit-1.jpg\" alt=\"\" class=\"wp-image-12096269\"\/>An error message is displayed on a Clipper vending machine. An error message on a Clipper vending machine. The photo was obtained via a California Public Records Act request seeking information about the rollout of Clipper 2.0. <\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.newsbeep.com\/us-ca\/wp-content\/uploads\/2026\/08\/Clipper-Investigation_DahlstromEckman_vending-machine-error_veritcle-.00_00_21_01.Still001-Edit.jpg\" alt=\"\" class=\"wp-image-12096252\"\/>An error message on a Clipper vending machine at the 16th Street BART Station on March 11, 2026. <\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">The glitches, delays and service outages have increased the program\u2019s cost by millions, and estimates by multiple transit agencies indicate more than $100,000 in lost fare revenue combined, although the MTC said it is still calculating the total revenue lost.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">In June, the leaders of those agencies urged the commission to pursue \u201call contractual remedies\u201d against Cubic to recover lost fares.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">Fremier said his first focus is ensuring Clipper 2.0 actually works.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">\u201cWhat we\u2019ve asked Cubic to focus on most directly is getting the system stable to the point where we can shut down the old Clipper system and be functioning in the brand-new Clipper 2 environment,\u201d he told KQED, \u201cand then try to pick up the pieces about who might be responsible for what.\u201d<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">Fremier said he expects those conversations to play out \u201cover the next few months.\u201d\u00a0<\/p>\n<p>\nYears in the making\u00a0\n<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">Next generation Clipper, or Clipper 2.0, is the first update to Clipper since it launched in 2010.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">The hope, Fremier said, was to offer a better product to riders that would in turn incentivize more people to take transit. Across the Bay Area\u2019s nine counties, <a to=\"https:\/\/vitalsigns.mtc.ca.gov\/indicators\/commute-mode-choice\" target=\"_blank\" rel=\"noopener noreferrer nofollow\" href=\"https:\/\/vitalsigns.mtc.ca.gov\/indicators\/commute-mode-choice\">more than two-thirds of commuters<\/a> drove to work alone in 2024, according to the MTC. Just 8% took transit on a typical workday.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">But the original Clipper infrastructure wouldn\u2019t support the <a href=\"https:\/\/www.kqed.org\/news\/12065714\/clipper-card-\" rel=\"nofollow noopener\" target=\"_blank\">suite of new features<\/a> that the MTC envisioned, including family accounts, reduced or free transfers and improvements to how users add funds. The update moved Clipper from a \u201ccard-based\u201d system to an \u201caccount-based\u201d system, Fremier said.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.newsbeep.com\/us-ca\/wp-content\/uploads\/2026\/08\/Clipper-Card-Illustration-2_7.jpg\" alt=\"\" class=\"wp-image-12096159\"  \/>Cubic was the sole bidder for the MTC\u2019s contract, which officials acknowledge is uniquely complex. The system is used by nearly two dozen transit operators across nine counties with a variety of accepted payment methods, internal hardware, software programs and fare structures.<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">\u201cThe card used to do all the work, and it could only hold a certain amount of information, and that limited our ability to offer different fare products,\u201d Fremier said. \u201cBy moving into newer technology, it offered us a lot more flexibility.\u201d<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">In 2018, MTC awarded Cubic a 10-year, $393 million contract, not including contingency funds, to develop and operate Clipper 2.0 for 10 years. That contract has since increased to $436 million to accommodate additional equipment and features. The company has held the previous contract for the original version of Clipper since 2009.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">Cubic has developed and upgraded fare payment systems in other major cities, including New York City\u2019s <a to=\"https:\/\/nyc.streetsblog.org\/2024\/05\/20\/mtas-demotes-omny-contractor-cubic-in-hopes-of-speeding-up-commuter-rail-fare-integration\" target=\"_blank\" rel=\"noopener noreferrer nofollow\" href=\"https:\/\/nyc.streetsblog.org\/2024\/05\/20\/mtas-demotes-omny-contractor-cubic-in-hopes-of-speeding-up-commuter-rail-fare-integration\">OMNY<\/a>, Chicago\u2019s <a to=\"https:\/\/www.courthousenews.com\/to-really-foul-things-up-chicagoprivatizes-transit-payment-system\/\" target=\"_blank\" rel=\"noopener noreferrer nofollow\" href=\"https:\/\/www.courthousenews.com\/to-really-foul-things-up-chicagoprivatizes-transit-payment-system\/\">Ventra<\/a>, and Boston\u2019s <a to=\"https:\/\/mass.streetsblog.org\/2024\/05\/23\/mbta-proposes-more-tweaks-to-long-delayed-fare-transformation-initiative\" target=\"_blank\" rel=\"noopener noreferrer nofollow\" href=\"https:\/\/mass.streetsblog.org\/2024\/05\/23\/mbta-proposes-more-tweaks-to-long-delayed-fare-transformation-initiative\">MBTA<\/a> \u2014\u00a0projects that also faced many of the same <a to=\"https:\/\/www.transitchicago.com\/cta-announces-steps-to-address-ventra-issues\/\" target=\"_blank\" rel=\"noopener noreferrer nofollow\" href=\"https:\/\/www.transitchicago.com\/cta-announces-steps-to-address-ventra-issues\/\">issues<\/a> and delays that plague Clipper 2.0.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">But Cubic was the sole bidder for the MTC\u2019s contract, which officials acknowledge is uniquely complex. The system is used by nearly two dozen transit operators across nine counties with a variety of accepted payment methods, internal hardware, software programs and fare structures.\u00a0<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.newsbeep.com\/us-ca\/wp-content\/uploads\/2026\/08\/CubicCorpGetty.jpg\" alt=\"\" class=\"wp-image-12096308\"  \/>The Cubic Corporation logo at the Satellite 2024 conference and exhibition in Walter E. Washington Convention Center, Washington, D.C., on March 19, 2024.<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">Rebecca Long, a spokesperson for MTC, said that while the commission did \u201ceverything it could do from a legal and business perspective\u201d to attract multiple bids, its priority was minimizing disruptions for customers, which meant it had to keep Clipper 1.0 running through the transition. She said, however, that decision \u201cadded complexity\u201d to the contract.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">\u201cThat would be hard for anyone but Cubic,\u201d Long said.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">Cubic also has very few competitors in the industry that are able to supply a full suite of services, according to Fremier. Still, he said commissioners thought Cubic\u2019s previous experience running Clipper would be a \u201chelpful benefit.\u201d\u00a0<\/p>\n<p>\nCubic responds\n<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">In public meetings, Cubic representatives have apologized for the rocky rollout.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">\u201cIt\u2019s completely unacceptable, and I\u2019m deeply sorry for the experiences that you are having,\u201d Peter Montgomery-Torrellas, the former president of Cubic Transportation Systems, told the Clipper Executive Board at a Jan. 26 meeting.<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">Montgomery-Torrellas left the company in June.\u00a0<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.newsbeep.com\/us-ca\/wp-content\/uploads\/2026\/08\/072826-ClipperInvestigation-20-MC_qed-Edit.jpg\" alt=\"\" class=\"wp-image-12096264\"  \/>A rider scans their Clipper card at the North Berkeley BART station on July 28, 2026, in Berkeley.<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">In private communications, however, company representatives blamed some of Clipper 2.0\u2019s issues on the MTC for not authorizing sufficient field testing prior to the launch.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">Nine months before the rollout of Clipper 2.0, Cubic requested MTC increase the number of participants testing the new system from approximately 60 to at least 1,000.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">\u201cTo solidify the potential launch date for the C2 program, it is crucial to maximize the use of the production system,\u201d Dennis Dewan, contracts manager at Cubic, wrote in an email to Weinstein on March 14, 2025.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">Dewan said since the start of that year, fewer than 1,000 rides had been processed across only nine agencies, involving fewer than 100 unique accounts.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">\u201cComprehensive validation of the system necessitates many more taps across a larger range of use cases,\u201d Dewan wrote, referring to when riders \u201ctap\u201d their Clipper card on a card reader.\u00a0<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.newsbeep.com\/us-ca\/wp-content\/uploads\/2026\/08\/260729-ClipperInvestigation-NG-5_qed-Edit.jpg\" alt=\"\" class=\"wp-image-12096263\"  \/>A Caltrain rider scans their phone on a Clipper machine at the 22nd Street Caltrain station in San Francisco on July 29, 2026.<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">But despite Cubic\u2019s assertions that the system was ready for significantly larger pilot activity, the MTC declined to expand the number of testers, demanding Cubic resolve a known list of problems first.<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">\u201cMTC does not plan to open the current field testing or to start [the] pilot with the public until an agreeable list of items is complete,\u201d Weinstein told Dewan less than a week later.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">Those items included successfully demonstrating that customer data \u2014 such as account credentials, payment methods and travel history \u2014 could be migrated from the old system to the new one.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">In mid-April, 2025, testing by Cubic still showed \u201csignificant failure rates,\u201d with only 49% of tests passing and more than 500 open software bugs, according to a formal letter to Cubic signed by Fremier. The back-and-forth about whether to expand the pilot continued through the spring and summer.<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">By October, the first time a possible launch date was discussed, field testing was 30% complete, and Google Wallet \u2014 a digital wallet where people could store their Clipper card on their smartphone \u2014 remained blocked, Fremier wrote.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.newsbeep.com\/us-ca\/wp-content\/uploads\/2026\/08\/260208-superbowlsunday00274_TV_qed-Edit-2.jpg\" alt=\"\" class=\"wp-image-12096268\"  \/>Super Bowl attendees exit a VTA light rail train at Levi\u2019s Stadium for Super Bowl LX in Santa Clara on Feb. 8, 2026.<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">Asked whether field testing was ever fully completed, Long told KQED, \u201cField testing was conducted on all components that could be validated in real-world conditions,\u201d including Clipper device functionality, system reporting and website performance.<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">But even a week before launch, Diana Hammons, senior manager of revenue growth and reporting at the SFMTA, which runs Muni, expressed dissatisfaction with Cubic\u2019s handling of known errors, asking the company to collate them into a master list.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">\u201cThis e-mail chain is not an ideal way for us to be tracking the progress on these issues and for me to be able to effectively update our General Manager,\u201d she wrote on Dec. 3. \u201cWe are seven days away from the scheduled launch date.\u201d<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">Despite known issues, Cubic officials assured MTC it could meet a Dec. 10 launch date for Clipper 2.0, Fremier said, with the MTC agreeing to continue testing in \u201ca more live environment\u201d \u2014 a decision he later defended.<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">\u201c\u200aI do think the decision and the reason why we made it was the right one at the time,\u201d Fremier said.\u00a0<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.newsbeep.com\/us-ca\/wp-content\/uploads\/2026\/08\/260803-ClipperInvestigationPortraits-04-BL.jpg\" alt=\"\" class=\"wp-image-12096206\"  \/>Dave Mangot stands at the 24th Street BART station in San Francisco on Aug. 3, 2026.<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">Dave Mangot, the founder and CEO of the software delivery consultancy Mangoteque, who reviewed Cubic\u2019s outage reports obtained by KQED, said the MTC should not have relied on \u201cassurances\u201d from Cubic that the company would be able to fix the problems in a timely manner.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">\u201cAssurances are nonsense in software. Either the tests pass, or they don\u2019t. That\u2019s it,\u201d Mangot said. \u201c\u200aShow me that this thing works like it\u2019s supposed to.\u201d<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">Doing a comprehensive pilot with well-planned, well-defined and well-managed outcomes, including full systems load testing, would have been very important for a rollout of this magnitude, according to Shyam Dunna, the principal at nMomentum Corporation, a technology consulting and IT services firm that specializes in fare collection systems.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">\u201cIt appears that this was not done thoroughly enough based on the reports of system issues,\u201d Dunna said, acknowledging that it can be difficult to comment without a forensic inspection of what caused them.\u00a0<\/p>\n<p>\nWhac-A-Mole\n<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">Clipper 2.0 launched on Dec. 10, 2025, with an eager crowd of transit agency heads and local leaders crowding a podium at the Embarcadero BART\/Muni station to celebrate.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">\u201cAs a city, we are moving in the right direction, and our economy is coming back,\u201d San Francisco Mayor Daniel Lurie said. \u201cBut that progress relies on a stable transit system.\u201d<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">That night, Angus Davol, assistant director of Clipper development and budget at MTC, told transit agency staff in an email that bankcard tap-to-pay acceptance \u201cwent smoothly overall,\u201d but Cubic was investigating several issues, including customers \u201cunable to manage their accounts.\u201d<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.newsbeep.com\/us-ca\/wp-content\/uploads\/2026\/08\/072826-ClipperInvestigation-12-MC_qed-copy-Edit.jpg\" alt=\"\" class=\"wp-image-12096275\"  \/>A BART fare gate displays an \u201cOut of Service\u201d message at North Berkeley Station on July 28, 2026.<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">In the days that followed, internal emails and reports from MTC, transit agency staff and Cubic describe a software rollout similar to a game of Whac-A-Mole, in which issues would worsen and multiply while solutions remained elusive.<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">By January, MTC staff expressed doubts the company would be able to meet its initial schedule for upgrading original Clipper accounts to Clipper 2.0.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">\u201cThey did not design a system and migration process that can handle 600 passes and the significant number of rules and devices that we have in use,\u201d Kelley Jackson, assistant director of Clipper Operations and Customer Experience at MTC, wrote in an email.<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">In several instances when problems did occur, Cubic\u2019s initial response was to perform rolling restarts of servers, which Mangot described as a \u201cturn everything off and on again\u201d approach.\u00a0<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.newsbeep.com\/us-ca\/wp-content\/uploads\/2026\/08\/072826-ClipperInvestigation-14-MC_qed-Edit.jpg\" alt=\"\" class=\"wp-image-12096277\"  \/>A rider scans their Clipper card at the 19th Street Oakland BART station on July 28, 2026.<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">\u201c\u200aWhich is great if my mom has a problem with her Mac and she needs help, but this isn\u2019t that,\u201d Mangot said. \u201cThis is a payment system that\u2019s running 22 different transit agencies. \u2018Have you tried turning it off and on again\u2019 isn\u2019t the answer.\u201d\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">In response to a two-hour outage on March 25, when Clipper ticket vending machines were unable to process credit or debit card payments, a Cubic staffer wrote that the company should \u201cestimate the cost of building and maintaining a proper load test environment,\u201d as an action item in response to the outage.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">Mangot said that response \u201cseemed backwards.\u201d Load testing, the process of testing a system under its expected peak capacity, typically happens before a new system launches.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">\u201c\u200aSo many of these issues that they are running into with [servers] being overutilized, that\u2019s why we do load testing,\u201d he said.\u00a0<\/p>\n<p>\n\u2018Cheated\u2019 and \u2018embarrassed\u2019\n<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">Following the December launch, the Clipper Customer Service center became overwhelmed with around <a href=\"https:\/\/www.kqed.org\/news\/12071026\/a-hot-mess-transit-riders-officials-skewer-contractor-over-flawed-clipper-2-0-rollout\" rel=\"nofollow noopener\" target=\"_blank\">47,000 calls<\/a> to agents in roughly its first month of operation, nearly four times the amount it was originally contracted to handle. At the same time, Clipper\u2019s customer service staff reported delays accessing customer accounts.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">BART riders like Omar Sultan found themselves locked out of their accounts for weeks, unable to access the money they had set aside for riding transit. Sultan told the BART Board of Directors in a January email that he missed the reimbursement deadline for transit through his employer because he was unable to access his account for so long.<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">\u201cRiders are being charged for BART trips without the ability to audit those charges \u2014 a situation that would not be acceptable in any other payment system. I contacted Clipper customer service regarding this issue and received no response or guidance,\u201d Sultan wrote.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.newsbeep.com\/us-ca\/wp-content\/uploads\/2026\/08\/Clipper-Card-Illustratoin-3_5.jpg\" alt=\"\" class=\"wp-image-12096160\"  \/>In the days following the launch of Clipper 2.0 \u2014 the region\u2019s electronic train, bus and ferry tickets \u2014 the system began to unravel, with some customers locked out by error messages, others charged incorrect fares and ticket vending machines taking some riders\u2019 money without crediting their accounts.<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">AC Transit General Manager Salvador Llamas said the ongoing issues made it difficult to recruit passengers who qualify for Clipper START, a discount program for low-income riders.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">\u201cIt\u2019s getting difficult to encourage people to get on Clipper START or other programs when the [ticket vending machines] don\u2019t even work,\u201d Llamas said at a July Clipper executive board meeting. \u201cIt\u2019s hard for us to encourage people to trust the system.\u201d\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">One longtime BART station agent who spoke to KQED on condition of anonymity because they are not authorized to speak with the press said the problems with Clipper 2.0 made it harder to come to work, calling it \u201cthe worst systemwide morale killer amongst agents since I started working here.\u201d\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">The agent described months of problems with BART ticket vending machines where the machines would take riders\u2019 money but not issue a Clipper card, and station agents \u201cdidn\u2019t have an acceptable way to resolve the problem.\u201d<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">\u201cI care about our riders\u2019 experience and can\u2019t help but feel personally embarrassed, and organizationally incompetent, when our \u2018product\u2019 falls so far short of any reasonable expectations,\u201d the station agent said.<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">The station agent said eventually they turned the vending machine\u2019s ticket dispensing capability off \u201cso passengers wouldn\u2019t get cheated out of their money.\u201d Those problems persisted for months until an update by Cubic on Aug. 3 solved the problem, the station agent said, but \u201cThese software issues never should have taken this long to be fixed.\u201d<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">While problems persisted, transit agencies lost money. Caltrain estimated in a March 5 email to MTC staff that from Clipper 2.0\u2019s launch through Jan. 31, it lost $70,000 because fare inspection devices had failed.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">On March 18, the MTC\u2019s Davol told transit agency staff in an email that Cubic had identified around 125,000 card taps \u2014 when a rider pays for their trip using a Clipper card \u2014 that had not been priced, meaning the fares had not been deducted from customer accounts or settled with operators. Five days later, he said Cubic had suspended processing those taps because customers were being charged for trips that pre-existing passes should have otherwise covered, and that Cubic was reporting new instances of unpriced taps. By March, BART projected $33,000 in lost revenue because station agents had to give out free rides.<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">Other errors included failing to update fare tables on New Year\u2019s Day and charging some customers a local fare for express routes.<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">\u201cIn this fiscal environment, Caltrain cannot afford to continue to [go] down this path,\u201d Bruce Thompson, manager of fare program operations at Caltrain, wrote in one email to MTC staff, citing the agency\u2019s forecasted $75 million annual budget <a to=\"https:\/\/www.caltrain.com\/caltrain-budget-deficit\" target=\"_blank\" rel=\"noopener noreferrer nofollow\" href=\"https:\/\/www.caltrain.com\/caltrain-budget-deficit\">deficit<\/a>.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">The Super Bowl and World Cup did indeed bring <a href=\"https:\/\/www.kqed.org\/news\/12081663\/the-ohtani-effect-and-more-whats-behind-bay-area-transits-comeback\" rel=\"nofollow noopener\" target=\"_blank\">record-setting<\/a> ridership to <a to=\"https:\/\/www.caltrain.com\/news\/ridership-records-broken-fifa-world-cup-stadium-opener\" target=\"_blank\" rel=\"noopener noreferrer nofollow\" href=\"https:\/\/www.caltrain.com\/news\/ridership-records-broken-fifa-world-cup-stadium-opener\">Caltrain<\/a>, <a to=\"https:\/\/www.bart.gov\/news\/articles\/2026\/news20260615-0\" target=\"_blank\" rel=\"noopener noreferrer nofollow\" href=\"https:\/\/www.bart.gov\/news\/articles\/2026\/news20260615-0\">BART<\/a> and the <a href=\"https:\/\/www.kqed.org\/news\/12091975\/vtas-record-breaking-world-cup-ridership-nets-just-around-1-per-trip\" rel=\"nofollow noopener\" target=\"_blank\">Santa Clara Valley Transportation Authority<\/a>. But the ongoing issues with Clipper 2.0 forced the agencies to delay introducing new promotions and led some to promote other fare payment platforms, such as the Token Transit app, instead.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">\u201cThere\u2019s no question that it hasn\u2019t been a good rollout, and it hasn\u2019t served our customers well,\u201d Caltrain Executive Director Michelle Bouchard told KQED in June.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">Between Dec. 10, 2025 and Aug. 10, 2026, Cubic logged 20 major incidents with the system, defined as an outage affecting things like card readers, or the Clipper website or app for more than an hour. The average length of the outages was approximately five hours. Of those 20 incidents, 19 were related to Cubic-managed systems, while one was related to a regional Microsoft outage, Long said.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.newsbeep.com\/us-ca\/wp-content\/uploads\/2026\/08\/260729-ClipperInvestigation-NG-38_qed-Edit.jpg\" alt=\"\" class=\"wp-image-12096260\"  \/>A Caltrain rider uses a Clipper card machine at the Palo Alto Caltrain station on July 29, 2026.<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">None of those outages affected riders\u2019 ability to take transit if their Clipper card already had value on it, or if they could pay with a bank card, Long said, but she added that the outages did have \u201ccustomer-facing impacts.\u201d<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">The last major outage was on June 10.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">Long said the MTC is still evaluating the total financial impact of Clipper 2.0 to transit operators. In June, the Clipper Executive Board tacked on <a to=\"https:\/\/mtc.ca.gov\/sites\/default\/files\/meetings\/attachments\/6584\/3c_Clipper_Two_Year_Budget.pdf?cb=a83f1316\" target=\"_blank\" rel=\"noopener noreferrer nofollow\" href=\"https:\/\/mtc.ca.gov\/sites\/default\/files\/meetings\/attachments\/6584\/3c_Clipper_Two_Year_Budget.pdf?cb=a83f1316\">another $11 million<\/a> to its fiscal year 2026-27 budget for costs related to Clipper 2.0 delays, including $3.4 million to keep the previous version of Clipper operational for up to nine more months and an additional $7.6 million for increased customer service center staffing.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">This came shortly after Cubic blew through a self-imposed May 30 deadline to resolve all critical issues and begin upgrading accounts to Clipper 2.0 en masse.<\/p>\n<p>\nLearning from mistakes\n<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">For Adina Levin, the executive director of the Bay Area transit advocacy nonprofit Seamless Bay Area, the problems with Clipper 2.0\u2019s delivery are representative of broader issues when government agencies are in charge of overseeing large-scale technology projects.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">\u201c\u200aWhat is needed is a learning process on what are the attributes of a well-managed technology project, and so what needs to be put in place to do things differently,\u201d Levin said.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">Levin said the MTC needs to be more involved in the technical planning of systems like Clipper 2.0 in order for them to be successful.\u00a0<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.newsbeep.com\/us-ca\/wp-content\/uploads\/2026\/08\/260807-ClipperInvestigationPortraits-01-BL-1.jpg\" alt=\"\" class=\"wp-image-12096280\"  \/>Adina Levin sits at the Menlo Park Caltrain station on Aug. 7, 2026.<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">\u201cWhat is the network environment of this project, and is the system designed to work in this network? What is the testing plan to work in the network? The customer needs to be able to understand that in order to be able to manage it,\u201d Levin said.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">Levin suggested that for future projects, MTC could structure the contract with smaller components that could allow for more \u201ccompetitive choices,\u201d as Cubic being the single bidder meant there was no competition or alternatives to choose from.\u00a0<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">As contract manager, Fremier said the MTC\u2019s job \u201cis to make sure that Cubic produces the system that they bid on and that we specified in the contract.\u201d<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">But he said so much of the work is done behind the scenes by programmers and people with technical expertise that there wasn\u2019t much more the MTC could do to improve delivery of the system.<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">Once that is done, it may be time to start on Clipper 3.0.<\/p>\n<p class=\"blocks-v1-Paragraph-__Paragraph__paragraph wp-block wp-block-paragraph container\">\u201c\u200aThese contracts take several years to procure and several years to build, which is multiple years in the making, which means we need to almost get started now on trying to figure out what that next generation might be,\u201d he said.<\/p>\n","protected":false},"excerpt":{"rendered":"The day before Bay Area transit agencies rolled out Clipper 2.0 \u2014 a long-anticipated upgrade to the region\u2019s&hellip;\n","protected":false},"author":2,"featured_media":442331,"comment_status":"","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[30],"tags":[101,103,102,104,106,105],"class_list":["post-442330","post","type-post","status-publish","format-standard","has-post-thumbnail","category-san-francisco","tag-san-francisco","tag-san-francisco-headlines","tag-san-francisco-news","tag-sf","tag-sf-headlines","tag-sf-news"],"_links":{"self":[{"href":"https:\/\/www.newsbeep.com\/us-ca\/wp-json\/wp\/v2\/posts\/442330","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.newsbeep.com\/us-ca\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.newsbeep.com\/us-ca\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.newsbeep.com\/us-ca\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.newsbeep.com\/us-ca\/wp-json\/wp\/v2\/comments?post=442330"}],"version-history":[{"count":0,"href":"https:\/\/www.newsbeep.com\/us-ca\/wp-json\/wp\/v2\/posts\/442330\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.newsbeep.com\/us-ca\/wp-json\/wp\/v2\/media\/442331"}],"wp:attachment":[{"href":"https:\/\/www.newsbeep.com\/us-ca\/wp-json\/wp\/v2\/media?parent=442330"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.newsbeep.com\/us-ca\/wp-json\/wp\/v2\/categories?post=442330"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.newsbeep.com\/us-ca\/wp-json\/wp\/v2\/tags?post=442330"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}