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Mayor of London

Oyster refunds & replacements

Lost or stolen cards

If your registered or protected Oyster card is lost or stolen, we may be able to replace it by post, or by transferring your Travelcard or pay as you go credit to a new card.

Find out how to register and protect your Oyster card.

Replacement by post

If you've got a Bus & Tram Pass or an Oyster card with a discount entitlement on it that's lost or stolen, we'll send you a replacement by post. However, if you have a Bus & Tram Discount and a Bus & Tram Pass on your lost or stolen Oyster card we are only able to process a refund for the days remaining on your ticket.

You can report your Oyster card as lost or stolen online and we'll stop your card so no one else can use it and post you a replacement. If you don't have an online Oyster account, call Customer Services to get a replacement.

If it takes us longer than five working days to send you a replacement (from the day you reported it as lost and confirmed you are the card owner), a refund may be considered from the sixth day. You will need to provide receipts or tickets as proof of travel.

Your new Oyster card will still have any Travelcard, Bus & Tram Pass and pay as you go credit that was on your lost or stolen Oyster card. If you have a discount entitlement, you might have to get it reloaded onto your replacement Oyster card.

We only replace lost or stolen Oyster cards which have some pay as you go credit or at least five days' travel remaining on the season ticket.

Transferring Travelcards and pay as you go credit

If you had a Travelcard or pay as you go credit on your lost or stolen Oyster card, we can arrange for it to be transferred to another Oyster card registered with your details.

You'll need to get a new Oyster card and register it by completing an Oyster registration form. You can register your Oyster card at a Tube station ticket office, Travel Information Centres, some National Rail stations or at Oyster Ticket Stops.

If you've got an Oyster online account and details of your lost or stolen Oyster card added to it, you can arrange a transfer online. To arrange it:

  • Sign in to your Oyster online account - if you don't have an account, sign up for one
  • Click on the 'My Card' tab, select your lost or stolen Oyster card number from the drop down list (if you've got more than one card attached to your online acount), and then select 'Transfer products'. Follow the on-screen instructions

Transferring your Travelcards and pay as you go credit to another Oyster card is an overnight process. Once it's been done, no one can use your lost or stolen Oyster card to travel.

If you don't have your lost or stolen Oyster card added to an online account, call our Customer Services team. They'll arrange for your Travelcard and pay as you go credit to be transferred to your replacement Oyster card. You'll need to provide details of both your lost or stolen Oyster card and your replacement one when you call.

We'll ask you to nominate a Tube, DLR, London Overground, National Rail station or tram stop within the London network to collect the credit transfer. This will happen when you touch in on the yellow card reader at the start of your next journey from your nominated station (or tram stop). 

Faulty Oyster card

If your Oyster card doesn't work when you touch it on a yellow card reader, it may be faulty. Take it to a ticket office at any Tube station, along with identification showing your name and address. Any tickets and/or pay as you go credit you have on the card will be transferred to a new one for free. You may have to complete a failed Oyster card form. 

Types of refund

 
Oyster cards no longer needed

If you no longer need your Oyster card we'll refund any remaining pay as you go credit, the remaining value of any Travelcard or Bus & Tram Pass season ticket and the deposit, if you paid one.

To get a refund you can:   

  • Take your Oyster card to a Tube station ticket office   
  • Post us your Oyster card   
  • Call Customer Services 

You will need to send your Oyster card to us to get your deposit refunded.

 
Season ticket on Oyster no longer needed

We'll normally refund the remaining value of a Travelcard or Bus & Tram Pass season ticket you don't need any more, but as soon as you've stopped using it, you should do one of the following:   

  • Cancel your ticket or hand back your Oyster card at a Tube station ticket office   
  • Post us your Oyster card    
  • Call Customer Services

Your Oyster card will be stopped and you won't be able to use it again if you post it, or call Customer Services to get a refund.

If you want to carry on using your Oyster card, you'll need to get your season ticket cancelled at a Tube station ticket office.

 
Oyster cards stolen or destroyed by fire

We may refund any fares you pay while you're waiting for a replacement Oyster card in the post, or for your Travelcard or pay as you go credit to be transferred to a new Oyster card, if you're able to provide either:   

  • A copy of the crime reference report   
  • A letter from the fire service or your insurance company, proving that it has been destroyed in the fire

The refund will be calculated from the day you reported the Oyster card stolen or destroyed and we confirm you as the registered Oyster card owner.

 
Oyster cards left at home or temporarily mislaid

If you have a valid Travelcard or Bus & Tram Pass on your Oyster card and leave it at home or temporarily mislay it, we will consider giving you a refund.

You must provide original tickets or receipts for the fares you paid on the day and we will refund you the pro rata day value of your Travelcard or Bus & Tram Pass.

You can't get a refund if your Oyster card:   

  • Was used on the day    
  • Only has pay as you go credit on it

You can only claim this refund up to twice in 12 months.

 
Season ticket on Oyster card unused due to illness

If your Oyster card has a Travelcard or Bus & Tram Pass on it and illness prevents you from using it, we will consider a refund if you either:   

  • Cancel your ticket or hand back your Oyster card at a Tube station ticket office immediately   
  • Post us your Oyster card   
  • Call Customer Services

If you want to carry on using your Oyster card, you will need to get your season ticket cancelled at a Tube station ticket office.

Your Oyster card will be stopped if you post it to Customer Services or call us to get a refund.

If you are unable to do this, you'll need write to us and confirm the start date of your illness, and provide a medical certificate. If you can't provide a medical certificate we may accept other proof, such as a letter from your employer on their headed paper.

If your ticket is cancelled, or your Oyster card is returned to us or stopped within six weeks of the start of your illness, we'll calculate the refund from the start date of your illness. If it's more than six weeks since your illness started, we'll refund you for the six weeks prior to the surrender/cancellation date.

We charge a £5 administration fee to process this type of refund.

You can't apply for a refund due to illness if you only have pay as you go credit on your Oyster card.  

 
Season tickets on faulty Oyster cards

If you have a Travelcard or Bus & Tram Pass season ticket on your Oyster card and it stops working, we will consider giving you a refund. If we do, we will refund any tickets you had to buy while waiting to get a replacement.You must provide original tickets, or receipts for fares, as proof of travel.

 
Service delay refunds

You may be able to claim a refund if your Tube, DLR, London Overground or Emirates Air Line journey was delayed. Find out about service delay refunds.

Changing zones on your Travelcard

If your Travelcard has more than one month remaining, we can change the zones. We charge a £5 administration fee to process changes. We can only make this type of change once. To do this:

  • Download and complete a season ticket altered availability form   
  • Take it and your Oyster card to your nearest Tube station ticket office

Reducing the number of zones 

The current Travelcard on your Oyster card will be cancelled and a new Travelcard will be added. Customer Services will calculate if any refund is due and contact you.

Adding zones

Take the form and your Oyster card to your nearest Tube station ticket office where they will contact Customer Services to calculate the cost of adding additional zones. Customer Services will call you and tell you when, and where, the new Travelcard can be added to your Oyster card.

How to claim a refund

 
Call Customer Services

When you call Customer Services, on 0343 222 1234 (TfL call charges), you'll need to confirm that you are the registered owner of the Oyster card you're calling about. You must provide the following details:  

  • Your Oyster card number   
  • The answer to the security question you selected when you registered or protected your card online

If you don't have this information, Customer Services will ask you some other questions to find your card and identify you as the registered owner.

We can refund you by:

  • Cheque (cheque refunds in pound sterling only)   
  • Payment to your bank account (UK bank accounts only)   
  • Credit to your Oyster card. We can refund up to £50 back to your Oyster card as pay as you go credit   
  • Web account credit. We can give you a web account credit which you can use when you next top up or buy a Travelcard using your Oyster online account
 
Apply by post

Download and complete an application for refund form. Send it, along with any tickets, supporting evidence, or your Oyster card to Customer Services.

TfL Customer Services
4th Floor
14 Pier Walk
London SE10 OES

 
Apply at a Tube station ticket office

Refunds of pay as you go credit can be processed at Tube station ticket offices. You will need to provide proof of your name and address for refunds over £15.

We can also refund a Travelcard, or a Bus & Tram Pass season ticket issued on your Oyster card, or a printed season ticket. We charge an admin fee for this service.

To get a refund at a Tube station ticket office, you must bring the debit or credit card that you used to buy the tickets or pay as you go credit. The maximum cash refund value at a Tube station ticket office is £250.

Download and complete an application for refund form, attach any tickets or supporting evidence and take it to your nearest Tube station ticket office. 

 
Proof of identity for refunds over £15

We accept the following as proof of identity:

  • A valid passport or an ID card from an European Economic Association country   
  • NHS medical card   
  • Birth certificate   
  • Driving licence

We accept the following as proof of address:   

  • Current council tax bill   
  • Current council or housing association rent book or statement   
  • Residential utility bill (dated within the last three months)   
  • Residential bank or building society statement (dated within the last three months)   
  • Credit card statement (dated within the last three months) 

We don't accept mobile phone bills as proof of name and address.

Contact Customer Services

Phone detailsPhone: 0343 222 1234

08:00-20:00, Monday to Sunday including public holidays (TfL call charges)

TfL Customer Services

Address details 4th Floor
14 Pier Walk
London SE10 0ES