Find out what to do if your Oyster photocard is lost, stolen or faulty, or you want to get a refund.
Lost, stolen or faulty photocards
You can report your Apprentice 18+, Student, 16+, 11-15 and 5-10 Oyster photocards as lost, stolen or damaged online. Once reported, we'll cancel it and send you a replacement. You'll need to pay an admin fee to get a replacement.
While you are waiting for your replacement Oyster photocard to arrive, you will need a contactless payment or Oyster card to pay as you go, or buy a One Day Bus & Tram Pass. You can't get free or discounted travel until you get your replacement Oyster photocard, or a refund of fares paid, whilst waiting for it to arrive.
If your card doesn't work when you touch it on a yellow card reader, it may be faulty. If there's no visible damage, call Customer Services to get a replacement. If your Oyster photocard does have visible damage, or is lost, you'll have to pay an admin fee to get a replacement. We may ask you to send us the Oyster photocard to confirm that it's faulty.
Sometimes, your Oyster photocard might not work because you have a negative pay as you go balance. To travel again, you'll need to top it up. Check your pay as you go balance by touching your Oyster photocard on the yellow card reader on touchscreen ticket machines. You can also check your balance at Oyster Ticket Stops.
Changing your photo
If your photo has faded, is starting to fade, or your appearance has changed, you must change it immediately or your Oyster photocard may not be accepted for travel.
You can change your Oyster photocard photo online by selecting the lost, stolen or damaged option. You'll need to pay an admin fee. 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, or face, unless worn for medical or religious reasons.
Call Customer Services if you are having trouble changing your photo online.
Season tickets you don't need anymore
We'll normally refund the remaining value of a Travelcard or Bus & Tram Pass season ticket if you don't need it anymore. As soon as you stop using it, you should either:
- Post us your Oyster card
- Call Customer Services
Your Oyster photocard will be stopped and you won't be able to use it again.
If you send your faulty Oyster photocard in to us we will consider refunding the cost of any tickets you had to buy between the date you reported your card as faulty and when we issue a replacement.
Do not cut up your Oyster photocard before you send it to us. You must provide original tickets or receipts of fares for proof of travel.
Oyster photocard left at home or mislaid
If you've got a valid Travelcard or Bus & Tram Pass on your Oyster photocard but have left it at home, or temporarily mislaid 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. If you used another Oyster card or contactless payment card, call us to get a refund. We'll need to know the details of the card you used. You can only claim this refund up to twice in 12 months.
Unused season ticket due to illness
If your Oyster photocard has a Travelcard or Bus & Tram Pass on it and illness prevents you from using it, we'll consider a refund if you either:
- Post us your Oyster photocard
- Call Customer Services
If you can't do this, you'll need to 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 company's headed paper.
If your ticket is cancelled, or your Oyster photocard 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 or cancellation date.
We charge a £5 admin 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 photocard.
Refunds for Oyster photocards stolen or destroyed by fire
We may refund any fares you pay while you're waiting for a replacement Oyster photocard in the post, 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 photocard stolen or destroyed and ordered a replacement.
We will not refund any fares paid before you reported your Oyster photocard stolen.
How to claim a refund
If you phone us, you'll need to confirm that you are the owner of the Oyster photocard you are calling about by providing:
- Your Oyster photocard number
- The answer to the security question you selected when you applied for your Oyster photocard
If you don't have this information, we will ask you some other questions to find your card and identify you as the owner.
Write a covering letter and include any tickets, supporting evidence, or your Oyster photocard and send it to:
TfL Customer Services
14 Pier Walk
London SE10 0ES