Oyster card refunds & replacements

Lost or stolen cards

If your protected Oyster card is lost or stolen, and has some pay as you go credit on it, or has at least five days travel remaining on a 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 one.

If you've got a contactless and Oyster account and have added the details of your lost or stolen Oyster card added, 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 card will be stopped. You won't be able to use it 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. We'll stop the card so no one else can use it and post you a replacement. If you don't have a contactless and Oyster account, call our Customer Services team.

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), we will consider whether you are due a refund for any travel made from the sixth day. You will need to provide receipts or tickets.

Your new Oyster card will have any Travelcard, Bus & Tram Pass and pay as you go credit that was on your lost or stolen one.

If your lost or stolen Oyster card had both a Bus & Tram Discount and a Bus & Tram Pass, we can only process a refund for the days remaining on your ticket.

If you get discounted travel, you'll need to get the discount reset on your replacement 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 in to your contactless and Oyster account, or call Customer Services, 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.

No longer need your Oyster card?

If you no longer need your Oyster card, you can get a refund for:

  • Any unused pay as you go credit
  • The remaining value of any Travelcard or Bus & Tram Pass season ticket
  • Your deposit

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

Your Oyster card will be stopped when you apply for a refund and you won't be able to use it again.

If you don't have a contactless and Oyster account, you may be able to get a refund from a Tube station ticket machine if your card has:

  • No more than £10 pay as you go credit
  • No valid season ticket

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

Other types of refund

 
Oyster card 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 was destroyed in a fire

Once we have confirmed you as the registered Oyster card owner, we will calculate the refund from the day you reported the Oyster card stolen or destroyed.

 
Oyster card 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.

If you used another Oyster card or a contactless payment card, call us to get a refund. We'll need to know the details of the card you used.

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 that you are claiming the refund for
  • Only has pay as you go credit on it
 
Couldn't use season ticket on your Oyster card because you were ill

If your Oyster card has a Travelcard or Bus & Tram Pass season ticket that you couldn't use because you were ill, we will consider a refund if you either:   

  • Post us your Oyster card   
  • Call Customer Services

If you can't do this, you'll need write to us to 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.

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 ticket on a faulty Oyster card

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 for any tickets you had to buy while waiting for a replacement. You must provide original tickets, or receipts for fares, as proof of travel.

 
Refund for a delay

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 refunds for delays.

 
Refund for an overlapping ticket on your Oyster card

If you bought a Travelcard or Bus & Tram Pass season ticket, and the period of validity overlaps with another ticket on your Oyster card (for the same zones), 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 Customer Services to apply for a refund for the overlapping days.

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

 
Refund on behalf of a deceased Oyster card holder

Applications by immediate family

If you are the husband, wife, son or daughter of the deceased, you can apply for a refund of up to £100. You will need to send a copy of the death certificate to Customer Services.

For refunds over £100, you will need to send an office copy of the letter of probate/administration. If the deceased didn't make a will, please call Customer Services who will advise on how to apply.

Applications by a solicitor

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

Applications by a company

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, you will need to provide a copy of the death certificate.

 
Travelcard refund because station has been rezoned

In January 2016, the following stations around Stratford were rezoned to boundary Zones 2/3 from Zone 3:

  • Abbey Road
  • Canning Town
  • Star Lane
  • Stratford
  • Stratford High Street
  • Stratford International DLR
  • West Ham

If you have a Zones 1-3 Travelcard and travel regularly to/from these stations you may be eligible for a refund. The refund will be calculated based on the difference in price between a Zones 1-3 and 1-2 Travelcard.

How to apply

After your Travelcard has expired, call Customer Services.

We will check that you regularly travel to/from one of these stations and that your Travelcard has expired.

Your refund will be calculated by the number of days you had left on your Travelcard from 2 January 2016, multiplied by the price difference between a Zones 1-3 and 1-2 Travelcard.

Refunds will be paid to a UK bank account so make sure you have these details to hand when you call us.

If you have a paper Zones 1-3 Travelcard, return to the London Overground, TfL Rail or National Rail ticket office you bought it from and ask for it to be exchanged for a Zones 1-2 Travelcard.

Changing zones on your Travelcard

Call Customer Services if you want to reduce or add zones on to your existing Travelcard. However, please note:

  • You cannot change 7 Day or monthly Travelcards
  • There must be at least one month and one day remaining on your Travelcard at the date of change
  • We cannot change your Travelcard if you bought it from National Rail, or you used a warrant

How to apply for a refund

 
Online

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

  1. Sign in to your 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 apply for a refund and you won't be able to use it again. We'll refund any remaining pay as you go credit, the remaining value of any Travelcard or Bus & Tram Pass season ticket and any deposit you may have paid.

 
At Tube station ticket machines

If you no longer need your Oyster card, you can get a refund of up to £10 pay as you go credit and your deposit at Tube station ticket machines.

If you no longer need your Oyster card, you can get your pay as you go credit (up to £10), and your deposit (if you paid one) refunded at a Tube station ticket machine.

Just touch your Oyster card on the yellow card reader on the ticket machine, select 'Oyster refund' and follow the on screen instructions.

If you only have pay as you go credit on your Oyster card and get a refund you won't be able to use your Oyster card again. Make sure you no longer need it before you get a refund.

Refunds are paid in cash dispensed from the ticket machine.

If you have more than £10 pay as you go credit or you only have a valid season ticket on your Oyster card you can't get a refund at the ticket machine.

 
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 must provide the following details:  

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

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
  • Online account credit. We can give you an online account credit which you can use when you next top up or buy a Travelcard using your contactless and 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

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

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