Coronavirus (COVID-19) Alert

All Fair Fares offices are closed until further notice. If your card is damaged or not working, please call 311 immediately.

If your card has expired and you have money left on your card that you would like to have refunded, hold onto your card. When the Fair Fares offices reopen, you can bring your card in to request a refund.  Refunds can be requested up to two years after expiration.

If you require an immediate refund on an expired card, send your card to:

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

During this time, replacement Fair Fares NYC MetroCards will be mailed to you.

The process to get a replacement card and refund for a Fair Fares NYC MetroCard varies based on what happened to your card.

You can report a Fair Fares NYC MetroCard that is:

  • Lost
  • Stolen
  • Damaged
  • Not working
  • Never received
  • Lost in Metropolitan Transportation Authority (MTA) vending machine

It is very important that you make your report as soon as you are aware of the situation.

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

If you report that a Metropolitan Transportation Authority (MTA) vending machine did not return your Fair Fares NYC MetroCard, you will be asked to provide the station name where your card was lost in the machine.

When you report the card lost, stolen or lost in machine, you can choose to have the replacement card issued to you in one of two ways:

  • By mail, 2 to 3 weeks after you report that your card was lost, stolen or lost in machine.
  • Picked up at any Fair Fares NYC location any time after 5 business days of when you report that your card was lost, stolen or lost in machine. 

If you are picking up your replacement card in person and don't have a photo ID, you may be asked to provide your Fair Fares ID number. This number is found on any Fair Fares notice and online in your ACCESS HRA Fair Fares NYC account.

One replacement card per calendar year is allowed for lost or stolen cards. There is no replacement limit per calendar year for a card that is 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

Call 311 for assistance by phone.

You must first report your card as lost or stolen before you can request a refund from New York City Transit (NYCT).

Refunds are only available for lost or stolen 30-day unlimited passes that were paid for with a credit card, debit card, or Electronic Benefits Transfer (EBT) card. 

    After you have already reported your lost or stolen card, you must then call New York City Transit (NYCT) Customer Service at 511 to request a refund for any unused portion of your card. You must call 511 immediately after reporting your card lost or stolen and before the end of the 30-day unlimited ride period to qualify for any refund review.

    For approved refunds, NYCT will issue a credit back to your credit, debit, or EBT card. If NYCT processes a second refund for you in the same calendar year, a $5 administrative fee will be deducted from the refund amount.

    You will not be able to get a refund if you previously made two or more reports of lost or stolen MetroCards within a calendar year.

    Refunds are not available for the following types of lost or stolen Fair Fares NYC MetroCards:

    • Any purchase of time or value paid for with cash.
    • 7-day unlimited passes and value added for Pay-Per-Ride that was paid for with a credit, debit, or EBT card.

      • Agency: Metropolitan Transportation Authority
      • Division: New York City Transit 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.

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

      When you return your card, Fair Fares NYC will give you a replacement card. Your replacement card will not have any money on it.

      There is no replacement limit per calendar year for a card that is damaged or not working as long as you return the card.

      Refunds may be available for Fair Fares NYC MetroCards that are damaged, not working, or lost in a Metropolitan Transportation Authority (MTA) vending machine, regardless of the payment method used.

      You do not need to contact New York City Transit (NYCT) to request a refund. The Fair Fares NYC Program will contact NYCT after you turn in your damaged or not working card or report your card as lost in machine.

      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.
      • Mail a check to your address on record with the Fair Fares NYC Program if you paid with cash or debit card.

      You can report that you never received your Fair Fares NYC MetroCard.

      You will receive a new Fair Fares NYC MetroCard in the mail 2-3 weeks after you report your card as never received.

      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

      Call 311 for assistance.

      The expiration date of your Fair Fares NYC MetroCard is printed on the back of your card. The card will not work after the expiration date. You can use your card until it expires.  

      If your card will expire in less than 30 days:

      • You may be able to add value for Pay-Per-Ride fares or a 7-day unlimited pass.
      • You cannot purchase a 30-day unlimited pass.

      If your card will expire in less than 7 days:

      • You may be able to add value for Pay-Per-Ride fares.
      • You cannot purchase a 7-day unlimited pass.

      Please note the following important information about expired Fair Fares NYC MetroCards:

      • You should only return your expired card to a Fair Fares NYC location if there is money left on the card and you would like to request a refund. Any request for a refund must be made within 2 years of the card’s expiration date.
      • Do not give your expired card to an MTA station agent if you have money left on the card.
      • MTA vending machines will not offer to exchange your card when it expires.

      If you have an active Fair Fares case, you can get assistance with a Fair Fares card that is expiring or has expired.

      Call 311 for assistance.

      Refunds are available for expired Fair Fares NYC MetroCards that have money left on the card when it expires. You must turn in your expired Fair Fares NYC MetroCard at any of the five Fair Fares NYC locations to request a refund. Any request for a refund must be made within 2 years of the card’s expiration date.

      You do not need to contact New York City Transit (NYCT) to request a refund. The Fair Fares NYC Program will contact NYCT after you turn in your expired card. 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.
      • Mail a check to your address on record with the Fair Fares NYC Program if you paid with cash or debit card.

      Please note the following:

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

      Fair Fares NYC Locations are open Monday through Friday from 8 AM to 7 PM, except city holidays.