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

Refunds are 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. 
  • Damaged or not working Fair Fares NYC MetroCards that were paid for with any payment method.

The processes are described in the expandable sections below.

You must report your Fair Fares NYC MetroCard lost or stolen before you can get a replacement card. 
The replacement card is issued to you in one of two ways:

  • Mailed two to three weeks after you report that your card was lost or stolen.
  • Picked up at any Fair Fares NYC office within 5 business days of when you report that your card was lost or stolen.

One replacement card per calendar year is allowed.

Call 311 for assistance.

You must turn in your damaged or not working Fair Fares NYC MetroCard at any Fair Fares NYC office to get a replacement card. 

You can turn in your card any time after you discover that it is damaged.

There is no replacement limit per calendar year for a card that is damaged or not working.

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. 

You must call New York City Transit (NYCT) Customer Service at 511 to request a refund for the unused portion of your card from the day that you reported it lost or stolen. You must call within the 30 days your monthly MetroCard would have been active.

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. For approved refunds, NYCT will issue a credit back to your credit, debit, or EBT card.

  • Agency: New York State Department of Transportation
  • Division: 511NY
  • Phone Number: 511
  • Business Hours: 24 Hours
  • 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.

Refunds are available for damaged or not working Fair Fares NYC MetroCards that were paid for with any payment method.

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.