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, please hold onto your card. When the Fair Fares offices reopen, you can bring your card in to request a refund. 

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

It is very important that you report a lost, stolen, damaged, or not working Fair Fares NYC MetroCard as soon as you are aware of the situation.

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

When you report the card lost or stolen, 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 or stolen.
  • Picked up at any Fair Fares NYC location any time after 5 business days of when you report that your card was lost or stolen. 

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 homepage.

One replacement card per calendar year is allowed.

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: New York State Department of Transportation
      • Division: 511NY
      • Phone Number: 511
      • Business Hours: 24 hours, 7 days a week
      • 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 damaged or not working Fair Fares NYC MetroCards 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.

      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.

      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.  

      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.

      Bronx

      1309 Fulton Avenue
      3rd Floor
      Bronx, NY 10456
      (Between 169th and 170th Streets)

      Brooklyn

      30 Thornton Street
      1st Floor
      Brooklyn, NY 11206
      (Between Flushing Avenue and Broadway)

      Manhattan

      413 East 120th Street
      2nd Floor
      New York, NY 10035
      (Between First and Pleasant Avenues)

      Queens

      114-02 Guy R Brewer Boulevard
      2nd Floor
      Jamaica, NY 11434
      (Between Linden Boulevard and 115th Avenue)

      Staten Island

      1 Edgewater Street
      2nd Floor
      Staten Island, NY 10305
      (Between Willow and Lynhurst Avenues)