1. Check if there's an app update. Current app version is 23.2.0; check via More, scroll to the bottom. If you have a lower version, please update and try again.
2. If that doesn't work, go to More > Settings, scroll to the bottom and enable error logging. That won't solve the problem but will generate logs can can help customer service.
3. Do you have Android or iOS? Which version?

At least you have an active continuous pass, so you can't be accused of fare dodging.