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
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
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.
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
- 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
refund will be calculated from the day you reported the Oyster card
stolen or destroyed and we confirm you as the registered Oyster card
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
- 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.
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
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.
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.
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
How to claim a refund
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
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
14 Pier Walk
Apply at a Tube station ticket office
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.
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.
and complete an application for refund form, attach any tickets or
supporting evidence and take it to your nearest Tube station ticket
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
We accept the following as proof of address:
council tax bill
council or housing association rent book or statement
utility bill (dated within the last three months)
bank or building society statement (dated within the last three
card statement (dated within the last three months)
We don't accept mobile phone bills as proof of name and address.