Replace a Lost, Stolen, or Damaged Fair Fares OMNY Card

Fair Fares NYC can replace a lost, stolen, or damaged Fair Fares NYC OMNY card once per enrollment year. 

You must first report that your OMNY card was lost, stolen, or damaged for the program to determine if you are eligible to get a replacement card. You can report the issue with your card online, by phone, or in person. 

If eligible, a replacement card will be mailed to you 2 to 3 weeks after you report the issue with your card. All replacement cards are mailed. 

The new card will not have any money on it.

There are no refunds for the balance that is on a lost, stolen, or damaged Fair Fares NYC OMNY card. The balance on the Fair Fares NYC OMNY card can be transferred to a new Fair Fares NYC OMNY card . The best way to protect the balance on your OMNY card is to link it to a free and secure OMNY account. 

Create an OMNY account.

If you don’t have an OMNY account,  keep a record of your 18-digit card number, CVV number and expiration date (on the back of your card). This will allow OMNY Customer Service to assist you when you contact them.

Online 

Log in to your ACCESS HRA Fair Fares NYC account. Click on the “Report Fair Fares OMNY Card Lost, Stolen, or Damaged” link and follow the instructions on the screen.

By Phone

You can transfer money from an OMNY card to your Fair Fares NYC OMNY  card online or by calling OMNY Customer Service.

Refunds are not issued for balances that are on an OMNY card that is lost, stolen, damaged, or expired.

If you call OMNY Customer Service, you must provide the email address associated with your OMNY account. If you do not have an OMNY account, you must provide the card number or the transit account number for the OMNY card. 

If you don’t have an OMNY account, keep a record of your 18-digit card number, CVV number and expiration date (on the back of your card). This will allow OMNY Customer Service to assist you when you contact them.

Online

Create or log into your OMNY account.

By Phone

You can call the MTA to load value onto your OMNY account.

Replace a Lost or Stolen MetroCard

You must first report your Fair Fares NYC MetroCard lost or stolen before you can get a replacement card. 

If you are eligible to receive a replacement card, a Fair Fares OMNY card will be mailed to you 2 to 3 weeks after you report that the card was lost or stolen and have submitted a request to switch your Fair Fares NYC discount to an OMNY card.

Once a Fair Fares NYC OMNY card is mailed, you must allow for mail delivery. You cannot pick up a card in person. 

If you have not received a card in the mail after the 3-week mailing period, you can report the card as lost in the mail by calling the Human Resources Administration.

You can report your lost or stolen card:

Online

Log into your ACCESS HRA Fair Fares NYC account. Click on "Report Fair Fares NYC MetroCard Lost or Stolen" link and follow the instructions on the screen.

By Phone

• Agency: Metropolitan Transportation Authority
• Division: Metropolitan Transportation Authority Customer Service
• Phone Number: 511
• Business Hours: Daily: 6 AM - 10 PM
• Staff is available through the automated phone system during business hours. Call volume is often high. If you don't get through, call back later.

Replace a Damaged or Not Working MetroCard

You must first return your damaged or not working Fair Fares NYC MetroCard to get a replacement card. You can return your card any time after you discover that it is damaged or not working.

When you return your damaged or not working card, Fair Fares NYC will give you a replacement Fair Fares NYC OMNY card on the same day. 

The Fair Fares NYC OMNY card will not have any money on it. 

Return Your Damaged, Not Working or Expired MetroCard

If you need to request a replacement card because your card is damaged or not working, or if you want to request a refund review on an expired card that has money left on the damaged card, you can return it in person or by mail.

In Person

Find a Fair Fares NYC location.

By Mail

Include the following information in the envelope with your card: 

• Your first and last name
• Fair Fares Client ID number (found on the Fair Fares home page in your ACCESS HRA account)
• Whether you think there is money left on the card

Send your card and the above information to:

Fair Fares NYC
PO Box 7099
New York, NY 10008-7099 

Refund Reviews for a Damaged, Not Working, or Expired Card

Refunds may be available for Fair Fares NYC MetroCards that are damaged, not working, or expired regardless of the payment method used.

If your card has expired, you can request a refund review up to two years after the card expiration date. You should only return your expired card to Fair Fares NYC if there is money left on the card and you would like to request a refund review.

You cannot transfer money from an expired Fair Fares NYC MetroCard to another MetroCard or to a Fair Fares NYC OMNY card. MTA station agents cannot transfer the balance of your expired Fair Fares NYC MetroCard to another MetroCard or Fair Fares NYC OMNY card.

A refund review will not be processed until your card is received by the Fair Fares program. You do not need to contact New York City Transit (NYCT) to request a refund review. The Fair Fares NYC program will contact NYCT after you return your damaged, not working, or expired Fair Fares NYC MetroCard.

NYCT will conduct a review to determine the refund amount, if any. 

For approved refunds, NYCT will do one of the following:

• Issue a credit back to your credit or EBT card if you paid with a credit or EBT card. 
  • This process takes 6-8 weeks. Please check your credit or EBT card account before you call 511 to request a status update. 
• Mail a check to your address on record with the Fair Fares NYC program if you paid with cash or debit card

The refund review process takes 6 to 8 weeks.

If you would like to check on the status of a refund review, please call NYCT Customer Service. 

Replacement for a MetroCard Lost in an MTA Vending Machine

If a Metropolitan Transportation Authority (MTA) vending machine did not return your Fair Fares NYC MetroCard, you must first report the card as lost in the machine before you can get a replacement card. You will be asked to provide the station name where your card was lost in the machine.

An OMNY card will be mailed to you 2 to 3 weeks after you report the card as lost in the machine and have submitted a request to switch your Fair Fares NYC discount to an OMNY card. You cannot pick up a card in person.

Report your card as lost in an MTA vending machine:

Online 

Log in to your ACCESS HRA Fair Fares NYC account. Click on the “Report Fair Fares NYC MetroCard Lost or Stolen” link and follow the instructions on the screen.

By Phone

If you never received your Fair Fares NYC discount card, you can report this online, by phone, or in person.

You should also review your mailing address in your ACCESS HRA Fair Fares NYC account to make sure it's correct or make any necessary corrections before you report that you never received the card.

You will receive a new card in the mail within 2-3 weeks. If you have never had Fair Fares NYC OMNY card, you must submit a request to switch your Fair Fares NYC discount to an OMNY card before a new card will be mailed to you. This can be done online in your ACCESS HRA Fair Fares NYC account or in person at any Fair Fares NYC location. You cannot make this request over the phone. 

If you have not received a card in the mail after the 3-week mailing period, you can report the card as lost in the mail and have a card issued to you in person at a Fair Fares NYC location or by mail. You must wait five days before going to a Fair Fares location to pick up your new card.

Report the card as not received or lost in the mail:

Online 

Log in to your ACCESS HRA Fair Fares NYC account. Choose the option in the Quick Links section to report the issue with your card and then follow the instructions on the screen.

• If you have a Fair Fares NYC OMNY card, click on the “Report Fair Fares NYC OMNY Card Lost, Stolen, or Damaged” link. 
• If you have a Fair Fares NYC MetroCard, click on the “Report Fair Fares NYC MetroCard Lost or Stolen” link. 

By Phone

Fair Fares NYC Locations are open Monday through Friday from 8:30 AM to 5 PM, except city holidays.