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Updating...
Refunds, reimbursements and replacements
What should I do if my myki is lost or stolen?
If your registered myki is lost or stolen, your myki money or myki pass has balance protection. Only a registered myki can be replaced if it is lost or stolen.
As soon as you report you card lost or stolen a block will be placed on the myki and it can no longer be used. You can report a lost or stolen myki via the website or over the phone by calling 13 6954 (13 myki).
You will be issued with a replacement myki and the remaining myki money or myki pass will be transferred to the new myki for an administration fee of $9.80.
However, if your myki is not registered your balance cannot be recovered and you will need to buy a new myki.
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What happens if my myki does not work or stops working?
Your myki will be replaced free of charge if it has stopped working through no fault of your own.
If your myki has stopped working because of a technical issue after analysis (and isn’t visibly damaged), we will replace it without charge and your current balance/myki pass will be transferred to the new myki.
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My myki is damaged and isn't working, what can I do?
If your myki has stopped working because it is broken or damaged as a result of mistreatment you will be charged a $9.80 administration fee for a replacement myki. The remaining myki money balance will be transferred to the new myki. This replacement fee includes the cost of a new card.
To transfer your money to a new myki, or to obtain a refund on money not used, you will need to fill out a Refund and Reimbursement Form (PDF, 317KB, 5pp.) and send in your myki. This form is also available at retail outlets or via the call centre on 13 6954 (13 myki). Please complete it and post it to the address on the form.
For up-to-date information on where you can get a refund and reimbursement form please call 13 6954 (13 myki)
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How do I get a replacement myki and can my money be transferred to a new one?
To organise a replacement myki and to transfer your money across you will need to fill out a Replacement Form (PDF, 275KB, 5pp.) and send your myki to the address on the form. This form is available online, from the call centre on 13 6954 (13 myki), at selected retail outlets, premium train stations, the MetShop (corner of Little Collins and Swanston streets) and the myki Discovery Centre at Southern Cross Station. Please complete it and post it to the address on the form.
An unregistered myki can be replaced if it is damaged or faulty. Registering your myki automatically gives you balance protection.
If your myki is deemed faulty after analysis and isn’t visibly damaged, we will replace it without charge and your current balance/myki pass will be transferred across.
If however your myki is broken or damaged as a result of mistreatment you will be charged a $9.80 replacement fee. This replacement fee includes the cost of a new replacement card.
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Can a lost or stolen anonymous myki be blocked?
Anonymous cards cannot be blocked, even if the card number is known. Please register your card to protect the value on your myki.
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Can I get a refund on unused myki money or days?
Yes. You will need to fill out a Refund and Reimbursement Form (PDF, 317KB, 5pp.) and submit this with your myki. Any unused funds can be refunded, less the administration fee of $9.80. You will receive your refund as a cheque in the mail.
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I’m unsure about how much I have been charged, what can I do?
If your myki is registered please check your journey history online, call the myki call centre on 13 6954 (13 myki) or use a myki check to view your recent travel history or charges.
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