Find out what to do if your Veterans or 60+ London Oyster photocard is lost, stolen or stops working.
Lost, stolen or faulty photocards
You can report your Veterans or 60+ London Oyster photocard as lost, stolen or damaged online. Once reported, we'll stop it and send you a replacement. There is a £10 admin fee for a replacement. Call Customer Services if you are having difficulty reporting it online.
While you are waiting for your replacement Oyster photocard to arrive, you will need an Oyster or contactless payment card to pay as you go or buy a One Day Bus & Tram Pass. You can't get free or discounted travel, or a refund of fares paid, whilst waiting for your replacement Oyster photocard to arrive.
If your card doesn't work when you touch it on a yellow card reader, it may be faulty. If there is no visible damage such as scratches, cracks and bends, call Customer Services to get a free replacement. We may ask you to send us the failed card to confirm that it is faulty. If the card does have visible damage or is lost, you will have to pay a £10 admin fee to get a replacement.
Changing your photo
If the photo on your Veterans or 60+ London Oyster photocard is faded or starting to fade, or your appearance has changed, you must change your photo immediately or it 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 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.
Types of refunds
If you 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.
Do not cut up your photocard before you send it to us. You must provide original tickets or receipts of fares for proof of travel.
Refunds for photocards stolen or destroyed by fire
We may refund any fares you pay while you're waiting for a replacement 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 photocard stolen or destroyed and ordered a replacement.
We will not refund any fares paid before you reported your photocard stolen.
We will not refund any fares you paid before you reported your photocard as lost, or while you are waiting for your replacement photocard to arrive.
Photocard left at home or mislaid
We will not refund any tickets you bought because you did not have your photocard with you.
National Rail tickets for travel before 9:30
If you travel on a National Rail service where your 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 may be charged a penalty fare or be prosecuted.
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