Mayor of London

Oyster card refunds & replacements

Lost or stolen cards

If your registered or protected Oyster card is lost or stolen, and has some pay as you go credit on it or at least five days travel remaining on the season ticket, we will try and replace it.

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.

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

  1. Sign in to your account
  2. Select your lost or stolen Oyster card
  3. Click on 'report card lost, stolen or failed' and select the 'Transfer my products to another Oyster card' option and follow the instructions

Once you have done this, your lost or stolen Oyster card will be stopped and can't be reused again, even if you find it.

We can't arrange a transfer if you've got a Bus & Tram Pass, a Gold Card or National Railcard discount. Instead we'll try and send you a replacement by post - see below.

Replacement by post

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 account, call our Customer Services team 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/stolen 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 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 lost or stolen Oyster card with both a Bus & Tram Discount and a Bus & Tram Pass, we are only able to process a refund for the days remaining on your ticket.

If you get discounted travel, you'll need to get the discount reloaded onto your replacement Oyster card.

Faulty Oyster card

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

You'll need to get a new Oyster card and add some pay as you go credit. Staff at a Tube station may be able to issue the new card for you with some credit on it.

You should then sign into your online account, or call our Customer Services team, to arrange for any tickets and/or pay as you credit on the faulty card to be transferred to your new one.

If you had a discount on your faulty Oyster card, you will need to take it to a Tube station to get it reset. If necessary, remember to take your discount photocard with you.

Types of refund

 
Pay as you go and season ticket refund

If you've got an online account and details of your Oyster card added to it, you can apply for a refund online.

  1. Sign in to your online account
  2. Select the Oyster card you would like to be refunded and click on 'apply for a product refund'
  3. Follow the instructions

Your Oyster card will be stopped when you request a refund and you won't be able to use it again. We'll refund any remaining pay as you credit, the remaining value of any Travelcard or Bus & Tram Pass season ticket and any deposit you may have paid. You'll be given an estimated refund value online.

If you don't have an online account, you may be able to get a refund from a Tube station ticket machine if you have up to £10 pay as you credit and no valid season ticket on your Oyster card. Find out more.

You can also call our Customer Services team to apply for a refund.

 
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, your insurance company or an independent third party proving that the Oyster card 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.

If you have left your Oyster card at home, use a contactless payment card or another Oyster card to pay as you go. 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't get a refund if your Oyster card:   

  • Was used on the day    
  • Only has pay as you go credit on it
 
Season ticket on Oyster card unused due to illness

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

  • Post us your Oyster card   
  • Call Customer Services

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 start using your Travelcard or Bus & Tram Pass season ticket again after the period of illness or
  • 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, TfL Rail or Emirates Air Line journey was delayed. Find out about service delay refunds.

 
Refunds for overlapping tickets on your Oyster card

If you bought a Travelcard or Bus & Tram Pass season ticket with the same zones and overlapping days of validity to another ticket on your Oyster card, we will consider giving you a refund for the value of the overlapping days.

When your Travelcard or Bus & Tram Pass season ticket has expired, contact our Customer Services team to apply for a refund of the overlapping days.

We won't refund you for overlapping days more than twice in any twelve month period.

 
Refunds on behalf of a deceased Oyster card holder

Refund applications made by immediate family

If you are the husband, wife, son or daughter of the deceased, refunds of up £100 will be paid to you if you can send a copy of the death certificate to our Customer Services team.

For refunds over £100, you will need to send an office copy of the letter of probate/administration. If the decease didn't make a will, please call our Customer Services team who will advise what documentation needs to be sent in to get a refund.

Refund applications made by a solicitor

Refund applications should be made in writing. You will need to provide an office copy of the letter of probate/administration for refunds over £100.

Refund applications made by a company

Refund applications should be made in writing and a letter of indemnity will need to be provided. If you want the refund to be back dated to when the season ticket on the Oyster card was last used, a copy of the death certificate will need to be provided.

Changing zones on your Travelcard

Call Customer Services if you want to reduce or add zones on to your existing Travelcard.

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:

  • 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

Write a covering letter and include any tickets, supporting evidence, or your Oyster card and send it to:

TfL Customer Services
4th Floor
14 Pier Walk
London SE10 0ES