Veterans Oyster photocard

You  can report your Veterans Oyster photocard as lost, stolen or damaged online. Once reported, we'll stop it and send you a replacement. You will need to pay a £10 admin fee to get a replacement.

If you are having difficulties reporting your Oyster photocard as lost, stolen or damaged online you can call us on 0343 222 1234. 

In some cases, you may be able to claim a refund when your Veterans Oyster photocard is lost or stolen. Go to the 'how to claim a refund' section of this page to find out more.

Faulty Oyster photocard

If your Veterans Oyster photocard doesn't work when you touch it on a yellow card reader, it may be faulty.

If the card has no visible damage, such as scratches, cracks and bends, you can get it replaced for free.

Call our customer services team to report your card as faulty. If the card does have visible damage or is lost, you will have to pay a £10 card fee to get a replacement. We may ask you to send us the failed Veterans Oyster photocard to confirm that it is faulty.

Changing your photo

If the photo on your Veterans Oyster photocard is faded or fading, or your appearance has changed, you must change your photo immediately or your Oyster photocard may not be accepted for travel.

You can change your Oyster photocard photo online . You'll need to pay a £10 admin fee to change your photo.

The photograph you use must be a true likeness of you and show all of your face. You should not be wearing anything that covers your head, unless worn for medical or religious reasons.

If you are having trouble changing your photo online, call us on 0343 222 1234.

Can I get a refund if my Veterans Oyster photocard is lost?

We will not refund any fares you paid before you reported your Veterans Oyster photocard as lost, or while you are waiting for your replacement photocard to arrive.

Can I get a refund if my Veterans Oyster photocard is stolen or destroyed by fire?

We will not refund any fares you paid before you reported your Veterans Oyster photocard as stolen or destroyed, or while you are waiting for your replacement photocard to arrive.

We will consider a refund of the £10 application fee if you provide:

 A copy of the crime reference report or,
 A letter from the fire service or an insurance company to prove that your photocard has been stolen or destroyed by fire

If I bought new tickets for travel because I left my Veterans Oyster photocard at home, or mislaid it, can I claim a refund?

We will not refund any tickets you bought because you did not have your Veterans Oyster photocard with you.

Can I get a refund when my Veterans Oyster photocard is faulty?

If your photocard stops working we will consider giving you a refund.  Send your faulty photocard in to us we will consider a refund of any tickets you had to buy from the date you reported your card faulty until we issue a replacement.  You must provide original tickets or receipts of fares for proof of travel.

Do not cut up your photocard before you send it to us.

If you do not send your undamaged faulty photocard in to us we will not issue a refund.

Can I claim a refund for tickets to travel on National Rail before 09:30?

If you travel on a National Rail service where your Veterans Oyster photocard is not valid, you will need to buy a ticket for the whole journey.  We will not refund any tickets you had to buy.  If you travel without a valid ticket you might be charged a penalty fare or be prosecuted.

You can claim a refund or contact us in the following ways:

Call our customer services team

You can call us on 0343 222 1234 between 08:00 - 20:00, Monday to Sunday (including public holidays).

When you call, you'll need to confirm that you are the owner of the Oyster photocard you are calling about by providing the following details: 

• Your Oyster photocard number
• The answer to the security question you selected when you applied for your Oyster photocard

If you don't know, or have this information, a member of our customer services team will ask you some other questions to find your card and identify you as the owner.

By Post

If you are claiming a refund by post you need to download and complete an Application for Refund Form .

Send your completed form, along with any tickets, supporting evidence or your Veterans Oyster photocard and send it to: TfL Customer Services, 14 Pier Walk, 4th Floor, London, SE10 0ES.